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© 2007 Mojo Helpdesk

Working with tickets: all the questions you did not know you wanted to ask  

  1. How do I create a ticket? Who can create a ticket?
  2. How do I create a new ticket on behalf of my customer?
  3. What is the typical life of a ticket?
  4. Can a non-registered user create a ticket (guest requests)?
  5. Can I have the form to create a ticket on my own website?
  6. Can I limit who submits tickets on my helpdesk?
  1. How do I create a ticket? Who can create a ticket?
    All users and support staff can create new tickets using the 'new ticket' tab.
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  2. How do I create a new ticket on behalf of my customer?
    When a support staff creates a ticket, he has the option to choose who submits a ticket using a drop down menu with all the helpdesk users.
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  3. What is the typical life of a ticket?
    Here is the typical ticket life cycle:
    • a user creates a new ticket
    • the ticket is then assigned to a member of the support team by the support team
    • the support team member proposes a solution
    • the user tries the solution and closes the ticket if the problem is solved or keeps it open and adds an explanation note to the ticket as to why the proposed solution did not work
    • the support staff proposes another solution
    • when the solution works, the user closes the ticket and is prompted to rate the solution

    As soon as the ticket is rated, the mojo number of the technician is recalculated. The support staff can see his new mojo instantly.

    Once the ticket is closed, the user cannot add any notes to it, but can still view it.

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  4. Can a non-registered user create a ticket (guest requests)?
    When  'Guest Requests Enabled' is set to 'yes' in the helpdesk setting, unregistered users can ask for new accounts and create a tickets at the same time. You'll still have to approve them before they are accepted in the helpdesk and become registered users. To post a ticket, non registered users can go to the login screen and click on the appropriate link or  directly by going to http://<your-helpdesk-domain.com>/req.
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  5. Can I have the form to create a ticket on my own website?
    Yes, you can either just link to the 'guest ticket creation form' located at http://<yourmojohelpesk>.mojohelpdesk.com/req or copy the form (the HTML) and paste it in your web page. Remember that you'll need to enable 'guest requests' in your helpdesk settings to allow unregistered users to submit tickets.
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  6. Can I limit who submits tickets on my helpdesk?
    Yes, queue access can be restricted by company.
    If a user belongs to a company that does not have access to a queue, then they will not be able to submit tickets to that queue.

    To configure this option go to the "manage" menu and select "Company queue access rights"
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