Join Anson Alexander for an in-depth discussion in this video Creating and configuring ticket queues, part of Learning Mojo Helpdesk.
- Ticket queues are one of the most important features of Mojo Helpdesk. They allow you categorize the tickets that are submitted to your Helpdesk, so that they can be assigned to the proper agent. In this video, we're going to set up a new ticket queue, and then later on in the course we're going to look at automations to see how we can automatically assign a new ticket that's been submitted to a particular queue to the proper agent so that it can be resolved. From my dashboard here in Mojo Helpdesk, I'm going to click on wrench icon at the top right corner and go to my Helpdesk Settings.
In the second section on the Settings page, we have a box that says Emails and Queues. This is where we can create new queues. You'll notice that by default, I already have three queues that are created in Mojo Helpdesk: the Billing queue, the Other queue, and the Tech Support Queue. That's great. We're going to use the Tech Support queue. If you remember, we have an agent named Bryan in our Helpdesk who's in charge of the IT Department and Tech Support. When we set up automations later on in the course, we're going to make it so that any tickets submitted to the Tech Support queue are automatically assigned to Bryan.
We also, however, have a user in our Helpdesk named Jennifer who is the Event Coordinator, and I want to create an events queue so that people can submit new event ideas or anything that they have related to events at Landon Hotels, and then when we set up automations later in the course, we will make it so that any ticket that is created in the events queue, will be automatically assigned to Jennifer, not to Bryan, because he is in charge of Tech Support. So to create this new queue, I'm going to click on the red +New Queue button at the top right of the screen.
I can create a name for this new queue. We'll call it Event Coordination. We could also specify a particular email address, so that users can submit tickets without actually logging into Mojo Helpdesk. It's one of the great features of Mojo Helpdesk so we could create this email address as firstname.lastname@example.org so that a user can create a ticket simply by emailing email@example.com, and those details get submitted into our Mojo Helpdesk.
Now, you can turn off the ability for users to create tickets by email in your settings and we'll look at how to do that later on in the course. It's actually something I recommend because often times when you allow users to create tickets by email, they aren't required to fill out any particular information and you might not have enough information in that ticket to resolve the problem. So you can get more information by requiring your users to log into Mojo Helpdesk and fill out the forms that are created for them here in Mojo Helpdesk.
But for now, we can create this email address as firstname.lastname@example.org and click Create. So we now have a queue for Event Coordination and for Tech Support. As I mentioned, later on in the course, we're going to make it so that any ticket submitted to the Event Coordination queue automatically gets assigned to Jennifer Dawson and any ticket submitted to the Tech Support queue will be automatically assigned to Bryan. Go ahead and create as many ticket queues as you think you'll need, but remember you can always create new queues later on when necessary.
- Identify the roles of users within the hierarchy of Mojo Helpdesk.
- Summarize how to assign queues to a particular agent.
- Recall how to create email notifications for agents.
- Determine how to secure sensitive information passing through the Helpdesk.
- Explain how to filter tickets based on chosen criteria.
- Recognize the steps for customizing the information within the knowledge base.