Getting Started
Everything needed to get started on Mojo Helpdesk
Setting Up Email-to-Ticket Creation
Mojo Helpdesk supports email-to-ticket creation right out of the box.For example, when a customer sends an email to the queue email address, Mojo can automatically create a ticket in the corresponding queue. To configure email-to-ticket creation Go to Admin > Tickets > Queues to view the list ...
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...
Onboarding
Introducing Mojo via email
To effectively announce the launch of Mojo, employing multiple communication channels is recommended. The email template provided below can be customized to communicate the availability of your new Mojo helpdesk to your users within the organization. Happy Launch Day! Hi Team,At {Company}, we ar...
Mojo user portal and how to create a ticket (video)
This training video was created for contacts or anyone who creates a ticket in Mojo. Admins can share this with ticket creators to help them become familiar with the Mojo user portal. The video covers how to create a ticket in the help desk, along with a tour of the Mojo user portal, where users ...
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 ...