After some quick research through the various options available (see "References" below), I chose to review and test Mojo as it has a version with 3 agents (support staff) free. Up to this point we have been using a Google form but we needed something that worked a bit better in terms of statistics and use. It looks as though Mojo will suit a primary school with a 1:1 laptop and iPad programme. If we go beyond 3 agents (to paid version), it is probably not the cheapest for 4-6 agents, but beyond this could also have a better features for cost ratio than other options. Most others do not seem to have any more than one agent in free versions, and/or their free version has a lot less features. Having SSO (Single Sign On) and a mobile app version within the free features was also important to me as I want the software to be as easy to use and mobile as possible.
Setup and Customisation of the HelpDesk.
Went smoothly. Customisation of the queues types, adding of other agents and helpdesk ticket templates were very easy.
First test went smoothly with the system able to email groups of Agents as needed. Use on mobile was reasonable, responsive. Found the app logged me out on occasions, despite asking to stay logged in. See snaps for mobile look.
Updates and Further Feedback
Started using knowledge base. No hypermarkup features at all. Pasted links become hyperlinks. Can't use bullets etc. So would mostly make links to other help documents where videos etc may display.