Getting Started
Everything needed to get started on Mojo Helpdesk
Email channel configuration
When the email channel is enabled, users can create and answer tickets via email.Out of the box, Mojo helpdesk account can use the built-in email capability.Goto to admin > channels > email to enter an email address for each queue as needed.Email addresses will be in the form of <queue_name>@<hel...
Mojo Helpdesk Guide for Agents
This resource guide will contain everything agents need to know to work on tickets in the help desk. The resource will include links to videos so an internet connection is necessary. What is covered What is Mojo Helpdesk? What are tickets? And how are they created? Agent Workflow Ticket Status...
User Roles
User role hierarchy Let's start with a definition of the word user: User: a person using the help desk. A user could be a contact, ticket requester, a customer or an help desk agent. Contact A contact is a user that creates tickets. They typically are your customers, employees, team members. Co...
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...
How can I prevent the Helpdesk from sending certain email notifications?
You are able to prevent Mojo from sending certain emails/notifications to Contacts/Users and Staff/Agents. Here is a description of these automated email notifications and how to stop them from being sent. New Ticket Email Notification for Ticket Requester/Creator This email is generated by a Moj...
Onboarding
All hands presentation
Follow these quick steps to customize the all hands presentation for your team: Download a copy of this presentation and save it to your computer/drive Replace all [COMPANY] and [TEAM] with your information We suggest you emphasize that:Mojo makes it easy to get in touch with your team Mojo w...
Introducing Mojo via email
When you are ready to launch, the best way by using multiple channels to make your announcement. Customize the email below to share Mojo with requesters at your company. Happy Launch Day! Hi Team,At {Company} we value using new, innovative tools that enable each and every one of us to work bette...
Mojo Helpdesk guide for contacts, requests, customers.
This training video was created for Contacts or anyone who creates a ticket in Mojo. Admins can share this video to their ticket creators. This will cover creating a ticket in the helpdesk, and a tour of the Mojo contact portal, where contacts can search and update tickets. ...