Mjara Helpdesk
Open-source Support Ticketing System
Mjara Helpdesk
Mjara Helpdesk is a 100% open-source ticket management tool that helps you streamline customer support with an easy setup, clean interface, and powerful automation.
Overview
Mjara Helpdesk provides:
- Ticket Management - Track and resolve customer issues
- SLA Tracking - Monitor response times
- Knowledge Base - Self-service documentation
- Dual Portals - Agent and customer interfaces
- Automation - Assignment rules and workflows
Key Features
Ticket Management
Track customer support requests:
- Create tickets manually or via email
- Assign to team members
- Track status and priority
- Activity timeline
- Resolution tracking
Dual Portal System
| Portal | Users | Purpose |
|---|---|---|
| Agent Portal | Support team | Manage and respond to tickets |
| Customer Portal | End users | Raise tickets and track updates |
SLA Management
Set and track service level agreements:
| SLA Type | Description |
|---|---|
| First Response | Time to initial reply |
| Resolution | Time to resolve issue |
| Follow-up | Time between updates |
Knowledge Base
Reduce support volume with self-service:
- Create help articles
- Organize by category
- Search functionality
- Reduce ticket volume by 20%+
Ticket Lifecycle
Created → Assigned → In Progress → Waiting → Resolved → ClosedTicket Status
| Status | SLA Behavior | Description |
|---|---|---|
| Open | Timer runs | Active ticket |
| In Progress | Timer runs | Being worked on |
| Waiting | Timer paused | Awaiting customer |
| Resolved | Timer stops | Issue fixed |
| Closed | Timer stops | Ticket completed |
Ticket Fields
| Field | Description |
|---|---|
| Subject | Brief issue description |
| Description | Detailed explanation |
| Priority | Low/Medium/High/Urgent |
| Type | Issue category |
| Assigned To | Responsible agent |
| Status | Current state |
| SLA | Service agreement |
Agent Features
Collaboration
Work together on tickets:
- Collision Detection - See who's viewing
- Internal Notes - Team-only comments
- @Mentions - Tag teammates
- Activity Log - Complete history
Canned Responses
Save time with templates:
- Pre-written responses
- Variable placeholders
- Quick insertion
- Personalization
Custom Views
Organize tickets your way:
- Filter by status, priority, type
- Save custom views
- Share with team
- Sort preferences
Customer Features
Customer Portal
Self-service support:
- Submit new tickets
- Track existing tickets
- Browse knowledge base
- Update information
Email Integration
Create tickets via email:
- Send to support email
- Auto-create ticket
- Track email thread
- Reply notifications
Automation
Assignment Rules
Auto-assign tickets based on:
| Criterion | Example |
|---|---|
| Priority | Urgent → Senior agent |
| Type | Billing → Finance team |
| Workload | Round-robin distribution |
| Time | After hours → On-call |
Notifications
Stay informed:
- New ticket alerts
- Assignment notifications
- SLA breach warnings
- Customer replies
- @mention alerts
Knowledge Base
Creating Articles
- Choose category
- Write content
- Add tags
- Publish
Article Structure
| Section | Content |
|---|---|
| Title | Clear, searchable |
| Description | Brief overview |
| Content | Step-by-step guide |
| Related Articles | Links to more help |
Categories
Organize articles:
- Getting Started
- FAQs
- Troubleshooting
- How-to Guides
- Product Features
Customization
Custom Fields
Add fields to tickets:
- Product version
- Account type
- Custom categories
- Any business-specific data
Ticket Forms
Customize submission forms:
- Required fields
- Conditional fields
- Dropdown options
- File attachments
Workflows
Configure processes:
- Status transitions
- Approval steps
- Escalation rules
- Closure procedures
Reports
Track support performance:
| Report | Metrics |
|---|---|
| Ticket Volume | Tickets by period |
| Resolution Time | Average time to resolve |
| SLA Compliance | % within SLA |
| Agent Performance | Tickets per agent |
| Customer Satisfaction | Feedback scores |
Integration
Mjara Ecosystem
Connect with other apps:
- Mjara CRM - Customer context
- Mjara ERP - Order information
- Project Management - Task creation
Seamless email support:
- Incoming email to tickets
- Reply from helpdesk
- Thread tracking
- Attachments support
Mjara Helpdesk has no per-agent pricing. Scale your support team without rising costs.
Best Practices
- Set realistic SLAs
- Build comprehensive knowledge base
- Use canned responses wisely
- Monitor agent workload
- Review metrics regularly
- Gather customer feedback
Getting Started
- Configure helpdesk settings
- Set up ticket types and priorities
- Create SLA policies
- Add team members
- Configure email integration
- Build knowledge base
- Launch customer portal