Mojo Helpdesk Implementation Guide for Admins

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This guide is built to help Mojo Helpdesk admins configure their help desk, manage user access, build workflows, and enable powerful features like automations and reporting.

By the end, admins will be equipped to run an efficient, customized help desk.

Overview of Mojo

  • Three key portals (Help Center, User Portal, and Agent Portal) → Learn more
  • Ticket creation channels → Learn more

A Help Center home page with a search box, a New Request button and topic tiles for Troubleshooting, Warranty and Helpdesk 101.

Adding and Managing Agents

Organizing Work with Queues

  • How to create and manage ticket queues → Learn more
  • Restrict agent access by queue → Learn more (includes video)
    • Note: Available on select plans

The Queue Permissions dialog set to Selected queues, with individual queues ticked for one agent.

Customizing Ticket Settings and Fields

  • Ticket form and fields overview → Learn more
  • Customizing the ticket form and fields → Learn more
  • Ticket Type: Customizable system field drop down → Learn more
  • Tag tickets for better organization and filtering → Learn more
  • Define and track ticket resolution for closure insights → Learn more

The Tags admin page, listing each colour-coded tag with its open ticket and total ticket counts.

Reporting

  • Dashboard: Overall help desk performance → Learn more (includes video)
  • Customer Satisfaction Report → Learn more (includes video)
  • Aging Summary → Learn more
  • SLA Dashboard and Violations → Learn more
  • Time Spent Report: Track billable hours or time spent within a ticket → Learn more
  • Event Log: Audit ticket activity history → Learn more

The Overview Dashboard, with a chart of resolved against created tickets and tiles for first response, solved time and customer satisfaction.

Workflow Automations

  • Mojo Bot: Automate repetitive tasks → Learn more
  • Mojo Scheduler: Set up recurring tickets for routine tasks → Learn more
  • Mojo AI Copilot: Enable AI-powered support for agents → Learn more

A walkthrough of a ticket where AI Copilot drafts a reply asking the customer for their order number.

Building and Managing Your Knowledge Base

  • Manage Knowledge Base (KB) Settings → Learn more
  • Organize KB articles with Topics → Learn more
  • Create KB articles → Learn more
  • Customize the look and feel of the Help Center → Learn more

The Help Center Design page, showing a live preview of the help center with pick a theme and customize buttons.

Security and User Access Management

  • Mojo Helpdesk authentication options → Learn more
  • Organize users into Groups and share ticket access → Learn more
  • Manage access by whitelisting and blacklisting domain names, IP addresses, email addresses, or languages → Learn more
  • Additional security measures
    • Email address confirmation requirement → Learn more
    • Require two-factor authentication (2FA) → Learn more
    • Configure enterprise single sign-on with SAML and JWT  →  Learn more
    • Use Temporary Access Passes (TAPs) for short-term users → Learn more

The account Security page listing the enabled sign-in methods alongside the enterprise single sign on section.