Helpdesk 101
Getting started with our helpdesk software
Can I use email to reply to a ticket?
Email Integration with Support TicketsYes! Email integration is one of the most convenient ways to manage your support tickets.How Email Integration Works• Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ema...
How do I create a support ticket?
To create a ticket, you have three options: You may complete the form on the intranet; You may send your request to the appropriate email address and a ticket will be created automatically for you; You may visit the ticketing system, Mojo Helpdesk, directly and click on the "new ticket" button i...
I created a ticket, when can I expect an answer?
Response Time ExpectationsOur support team is committed to providing timely responses to all customer inquiries. Here's what you can expect:Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, conf...
I don't find my answer in the knowledge base, what should I do?
Can't Find Your Answer?Don't worry! Our knowledge base is constantly growing, and we're here to help when you can't find what you need.What to Do Create a support ticket - This is the fastest way to get help Be specific about what you're looking for Include context about your situation Me...
What is a ticket? Is it the same as a request?
Understanding Support TicketsA ticket is our technical term for any support request, question, or issue you submit to our helpdesk system. Think of it as a digital record that tracks your interaction with our support team.Ticket vs RequestYes, a ticket and a request are essentially the same thing...