Creating & Managing Users
- Can a user submit a ticket without registering?
- Can users register themselves?
- What are the different user roles?
- How do I delete or disable a user?
- How can I change user roles?
- What if a user forgot his password?
- Can I have my users register themselves?
- Can a user submit a ticket without registering?
Yes. A user can create a ticket and just enter his name. The URL to do is is /req (e.g. metadot-support.mojohelpdesk.com/req). This link is also available from the login screen. If you have the email-to-ticket feature enabled then it works the same from incoming emails. Once the ticket is submitted, the helpdesk staff will be able to approve or reject the request. If approved, the user account is automatically created and the user will be able to come back to see the ticket answer. Note: this feature is disabled by default and you'll need to enable it (helpdesk settings). - Can users register themselves?
Yes, but only if you allow 'guest-requests'. See first question for more information. - What are the different user roles?
There are four user roles in Mojo Helpdesk: the user, the technicians, the managers and the owner.
- Users
- Typically a user is your customer submitting tickets and adding notes to them. When they have a solution, the user can close the ticket then rate it based on his satisfaction.
- Technicians
- A technician can answer tickets, create tickets on behalf of customers, manage ticket queues and review mojo numbers.
- Managers
- Same as technicians and can manage users and update their roles.
- Owner
- The owner is the person who is in charge of the overall management of the helpdesk. There is only one owner for the whole helpdesk. An owner can do what a manager can do and upgrade or downgrade the helpdesk plan.
- How do I delete or disable a user?
You can make a user 'inactive' so he cannot login anymore. Once inactive, you can make him active at any time and all his tickets will be available. You cannot delete a user, you can just make him inactive. - How can I change user roles?
You can change user roles at any time by editing the user profile. - What if a user forgot his password?
There is a 'forgot password' link in the login screen of your helpdesk. When a user clicks on it he will receive an email with the password change instructions. - Can I have my users register themselves?
Yes, in the 'Manage' tab, set 'Guest Requests Enabled' to 'yes' and your users will see a link that allows them to create an account in your helpdesk. Don't worry about unwanted users, a manager will need to approve the new account before the new user can login.