Can I create tickets from email? How do I set up email to ticket creation?
**Note:** The email to ticket feature is only available for the Mojo Professional plan and above.
Enable email to ticket creation
Users or ticket creators can send an email to the helpdesk to create a ticket. 1. To allow this setting, go to `Admin Settings > Queues and Emails`, then turn ON "Email to ticket". 2. Next you'll need to define what queue you'd like to receive tickets by email for. You can create a new queue (by clicking on + new queue) or you can select an existing queue. 3. Once you've selected a queue, you'll see three lines on the pop-up. - 3a. Queue name: This is the name of your queue - 3b. Email address: this is the Mojo queue email address. You can define what this will be. Typically it is in the format email@example.com. This email address can be immediately used to receive tickets. - 3c. Forward from email address: This is optional. Would you like to use your own company email address to receive tickets, such as firstname.lastname@example.org? If yes, then this is where you would put in your company email address. Please keep in mind that you will also need to set up email forwarding within your email client. - 3d. Email form: This is optional. Did you want to use a specific ticket form for these tickets? If yes, you can choose form your existing ticket forms here
(Optional) I'd like to use my own company email address
Step 1: Create a forwarding rule The email address for the helpdesk typically follows the following format "email@example.com". If you answered yes to item 3c above, meaning you want to use an existing email address you own instead of the Mojo email, then you will need to create a forwarding rule in your email client. The goal is that anything sent to "firstname.lastname@example.org" or the email in item 3c is automatically forwarded to "email@example.com" or the item in 3b. This varies depending on email client. Typically, in GSuite, it is done with a forwarding filter. For Microsoft, it is done with a forwarding rule.
Step 2: Some email clients may require confirmation To complete the request, some email clients such as Google will send a confirmation email. This will arrive to the help desk as a ticket. Before sending the confirmation email, make sure you allow unregistered users to submit tickets in your help desk. To allow unregistered users to submit tickets, go to `Admin Settings > Helpdesk Configuration`. Turn ON "Allow unregistered users to submit tickets". Take a look at your "Open Tickets" to see if the confirmation email came in. Follow the steps with your email client to confirm email forwarding. If desired, you can revert back the setting for unregistered users.
Another note, if your support address is a group email/alias or distribution list, you can add the Mojo queue email address as a member of the group email list. However, if you do this it is recommended to have the queue email address be the sole member of the group or mailing list, and to remove all other agents. If Mojo Helpdesk agents are still part of the distribution list, then they could receive duplicate notifications. As best practice, we recommend that the help desk assumes responsibility of notifier for all team members. ---