Setting Up Email-to-Ticket Creation
Mojo Helpdesk supports email-to-ticket creation right out of the box.
When a customer emails a queue’s address, Mojo creates a ticket in that queue automatically.
How to configure
- Go to
Admin > Tickets > Queues
- Create or edit a queue: Click
+ new
or the pencil icon - Expand
optional settings
- Queue
Email address
- The first part (before @) can be customized per queue
- The domain is system-generated and matches your help desk name
- (Optional)
Forward email address
- You can also use your own email address, like support@yourcompany.com
- To do this, set up email forwarding from your company address to the Mojo queue address
- Warning: The Forward email address cannot be associated with a user. If it is, the user will stop receiving emails from Mojo
- Queue
- Click
save
Using your company email address
(Ex. support@yourcompany.com)
Step 1: Configure email forwarding. Forward all messages from your company address to the Mojo queue address.
- Gmail / Google Workspace: Use a forwarding filter
- Microsoft Outlook / Office 365: Use a forwarding rule
Step 2: Confirm forwarding (if required). Some email systems send a confirmation email. This will show up in Mojo as a ticket. Check the Open Tickets
list for the confirmation message and follow the instructions to complete setup.
Troubleshooting
- If the confirmation email wasn't received, check the help desk settings.
- For Microsoft systems, follow this troubleshooting guide.
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