Getting started with Mojo Helpdesk
- How do I add users and support staff?
In the 'Manage' tab, select 'users & roles', then choose 'create user'. You can select the role of the user when creating it. Choose 'technician' for people working only with tickets and 'manager' for people dealing with tickets and user management.
If you want your users to register themselves, 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.
- How do I add, delete or rename ticket queues?
In the 'Manage' tab, choose 'ticket queues'. Before deleting a queue, you will be prompted to move its existing tickets to another queue so you don't lose them. - What does a user see in terms of interface / tabs?
The user without privileges sees only the 'new ticket' and 'my tickets' tabs. - When do we receive email ticket notifications?
Mojo Helpdesk will send an email to the appropriate parties in a smart way. The ticket submitter (commonly refered as the 'user' in Mojo Helpdesk) receives an email confirmation of the ticket creation and the support staff receives notification of a new ticket. After this, only the party who needs to act receives an email notification. Additionally, the user receives an email when there is a status change. - Can I or the ticket submitter reply to the email notifications?
No. Mojo Helpdesk sends emails for information only. All users need to login to add / answer or work on tickets. - What is the difference between a technician and a manager? Can I change user roles easily?
Usually a technician can deal only with tickets. A manager can add technicians and users. You can change user roles very easily by editing their profile from the 'Manage' tab. - How do I customize my web page header?
The account owner can customize the helpdesk name and tag line that appear in the header from the 'Manage' tab. - If I downgrade do I lose my money?
When you downgrade your account we credit your account. The credit is used against the following month's fee. - If I upgrade to a non free plan during the trial period, do I get charged?
No. We are going to validate your credit card information, but we are not going to charge you before the end of the trial period.
