Getting Started
Everything needed to get started on Mojo Helpdesk
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...
How to add an agent
Agents are considered help desk staff. They can view and answer tickets, and their access level depends on the role assigned to them. There are a couple agent roles, each with its own set of permissions: Owner Admin Manager Agent How to add a new agent Note only agents with a manager o...
Manage Notifications with the Notification Center
Each agent can customize their personal notification preferences to control which alerts are received and how they are delivered.The notification center (bell icon on the upper right corner) allows each agent to manage their notifications. Manage notification preferences In the agent portal, c...
Mojo Helpdesk Guide for Agents
Related resources For Admins: Mojo Implementation Guide For Contacts: Mojo User Portal Overview This guide is designed to help agents get up and running in Mojo Helpdesk.By the end, agents will understand how to navigate Mojo and manage the full lifecycle of support tickets from creation...
Mojo Helpdesk Implementation Guide for Admins
Related resources For Agents: Mojo Helpdesk Guide For Contacts: Mojo User Portal Overview 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 b...
Setting Up Email-to-Ticket Creation
Mojo Helpdesk supports email-to-ticket creation right out of the box.When a customer emails a queue’s address, Mojo creates a ticket in that queue automatically. How to configure Go to Admin > Tickets > Queues Create or edit a queue: Click + new or the pencil icon Expand optional settings ...
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...
User Roles and Permissions
User role hierarchy Let's start with the definition of user: User: Anyone with a Contact or Staff profile record that can create a ticket on the helpdesk. Contact A contact is a user that creates tickets. They typically will be customers, employees, team members, or the general public. Contacts...
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...
Onboarding
Mojo Helpdesk Portals
Mojo Helpdesk is designed to provide a seamless experience for both end users and support teams.The platform consists of three connected interfaces. Each plays a distinct role in making support efficient and accessible. Help Center The Help Center is the home of the Knowledge Base (KB) articles. ...
Mojo Helpdesk User Portal (video)
The User Portal is where logged-in users can view, reply to, and track the status of their tickets.To access the user portal: Log in to the help desk Click on the avatar on the upper right corner From the drop down, select My tickets Overview of the User Portal The training video below is d...
Setting up automatic ticket assignment
Admins and Managers can leverage a Mojo bot to automatically assign tickets to agents. 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 ...