Getting Started

Everything needed to get started on Mojo Helpdesk

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...

Manage 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 choose from the following options: web notification (white bell icon, notifications displayed in the notification cen...

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:  Admin settings > Help desk > Settings > and in the Language settings section, select the preferred Helpdesk language. The local Time zone can also be set as neededAn Agent can change t...

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 three agent roles, each with its own set of permissions: Owner / Admin Manager Agent View this article for a breakdown of agent roles and their p...

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...