Search results for: ticket forms

How do I turn off the ticket rating feature?

When a ticket is closed, Mojo Helpdesk sends an email to users (ticket creators) asking for a customer satisfaction rating.If this is not a feature you want to use, you can turn this off by following these steps below.Using the classic UI: Go to Admin Settings and then Triggers. Turn OFF the t...
The Mojo Number: how to measure customer satisfaction

What is the Mojo Number? When a ticket requester closes a ticket, he or she has the possibility to rate his or her satisfaction using a 5-star rating system.The Mojo Number represents the average customer satisfaction over the last 30 days. A Mojo Number can be computed for each agent, queue, gro...
How do I merge multiple tickets into another?

To merge multiple tickets into another at once: - record the ticket ID to merge the tickets into - from the ticket view list, check mark all tickets to merge - in the bulk action pull-down list, select merge - enter the ticket ID to merge the tickets into and select Merge.Once the tickets have be...
How do I import tickets and assets that are linked?

You are able to import linked assets and tickets while preserving their association. To do this, first you'll need to import the assets and then import the tickets.When importing tickets, you will need to map the columns from your CSV file with ticket's fields. One of the fields would be the asse...
How to schedule recurring tickets

Users with either an admin and manager role can take repeated tasks and processes and turn them into automated tickets. Specify the start date and time, customize the recurrence of a ticket, and set who the ticket should be assigned to.The Mojo Scheduler can also support one-time events/tickets s...
Setting up auto-assignment

Managers of the help desk can set up automatic assignment of tickets using bots. Bots are a way to automate workflows based on certain conditions, "Whenever a ticket is created, updated or deleted, and the ticket meets certain conditions, then execute an action". In this case, that is auto-assign...
How do I send the Rating Email only for certain queues?

This post will show you how to send the rating request email for tickets in specific queues only. For this to work you would need tickets to be queued correctly so the rating email will be sent to the desired user base.   1. Set up queues for tickets. For example, customer support, technical supp...
Benefits to Grouping Users

Users can be placed into a "Group". One way to look at this is like a folder. For example, users from the same company can be placed in the same group.Below are some reasons to organize your users into groups.: Reporting: Determine the number of tickets opened by a group, or the agent response ...
Managing Service Levels with SLA Policies and Business Hours in Mojo Helpdesk

As a customer support software, Mojo Helpdesk is designed to help businesses provide efficient and effective support to their customers. One way to ensure timely and satisfactory support is through the use of Service Level Agreement (SLA) policies and business hours. In this article, we will expl...
Managing Agent notifications with the Notification Center

The Notification Center allows each agent to select which kind of notifications their receive. For each topic (e.g.: new ticket created, ticket assigned to me, etc…) agents can select a web notification (White bell, and shows in the Notification Center), both an email and a web notification (Whit...
<< previous  1 2 3 4 5