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 I disable all email notifications for an user?
- Can a user submit a ticket without registering?
Yes. A user can create a ticket and just enter his name. If you have the email-to-ticket feature enabled then it works the same from incoming emails. Once the request is submitted, the user will receive an email asking him / her to confirm it by clicking on a link. Once confirmed, the request becomes a ticket and is available in the unassigned tickets screen. All unregistered users have a user account created once they confirm their requests. The user login info are mailed to them at creation time.
- 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. - Can I disable all email notifications for an user?
Yes, it is possible. If the user is not a technician (means it is regular user), you can use the option "Do not email ever?" in the user's profile.
