Helpdesk 101
Getting started with our helpdesk software
I created a ticket, when can I expect an answer?
Response Time Expectations Our 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, con...
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 Mentio...
Responding to Tickets
If you are trying to respond to a message that we sent to you via your tech ticket, you must go back into Mojo. View your tickets and respond to our message there, you CANNOT respond using email, you must go into Mojo and respond to the ticket there.