Search results for: ticket forms

Ticket Creation Channels

Mojo Helpdesk supports multiple ways to create tickets, making it easy to capture requests from both external customers and internal teams. Whether it's a support inquiry, IT issue, or a general service request, all tickets funnel into a single, organized system for streamlined resolution.All tic...
Adding sub-tickets (parent-child tickets)

Sub-tickets are used to break down larger work items into smaller, manageable tasks, each tracked as its own ticket. Each sub-ticket can have its own priority, assignee, and status, allowing different teams or agents to work independently while keeping all related tasks connected.Sub-tickets can ...
Setting up automatic ticket assignment

Mojo bots are an efficient way to automate workflows based on specific events and conditions.For example, whenever a ticket is created, updated, or deleted, AND the ticket meets certain conditions, then a Mojo bot can execute an action(s), such as assigning a ticket. Permissions required An agent...
How do I import tickets?

If you are migrating from another help desk, then you may have existing tickets, users and assets you may want to move.The recommended order of importing is as follows. Click on each of the items for more information on how to best import. Users Assets Tickets (below) Knowledge Base Articles Im...
What are queues? How to set up ticket categories

Queues are categories used to organize tickets by type, topic, team, or workflow. Think of them as high-level categories that help you sort and manage incoming requests for reporting needs.Some examples of queues: Based on the team or department handling the request (Billing, Technical Support...
How to export ticket data

Exporting ticket data can be useful for: Analyzing trends or performance outside of Mojo Helpdesk Backing up ticket records for internal archives or audits Sharing specific ticket data (including custom fields) with stakeholders who don’t have Mojo Helpdesk access When exporting tickets, ...
How to customize and sort the ticket list

Agents can personalize their own ticket list view to surface key information. This allows each agent to focus on the details most relevant to their workflow.Changes apply only to the individual agent's view and do not impact other team members. How to select the displayed columns Navigate to a...
Groups: How to share tickets among users/contacts

In Mojo Helpdesk, users/contacts can be assigned to a group to organize them by team, company, or department. Why use groups? Reporting: Track metrics such as the number of tickets submitted by a group or average response time to that group Restrict ticket submission: Limit a form to be use...
Change Language and Timezone

How do I change the language of the helpdesk?An Admin can change the language of the helpdesk by navigating to:  Account administration > Help desk > Settings > and in the Language settings section, select the preferred Helpdesk language. The local Time zone can also be set as needed.An Agent can...
Mojo Keyboard Shortcuts

Keyboard shortcuts help increase productivity by allowing users to control Mojo with lighting fast key strokes. Mojo keyboard shortcuts Go to g then t : go to new ticket default form g then f then t : open dropdown new ticket to choose form g then a : go to my assignments g then p : go t...
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