Setting Up Email-to-Ticket Creation

Mojo Helpdesk supports email-to-ticket creation right out of the box.

For example, when a customer sends an email to the queue email address, Mojo can automatically create a ticket in the corresponding queue.

To configure email-to-ticket creation

  1. Go to Admin > Tickets > Queues to view the list of help desk queues
  2. Click + new to create a new queue or click on the pencil icon to edit an existing one
  3. Expand the optional settings
  4. Under Email address, an address will appear in the format: <customname>@<helpdeskdomain>
    • This is the default email address that can be used to create tickets in the associated queue
      • The first part (customname) can be customized per queue
      • The domain is system-generated, typically in the format <organization name>.mojohelpdesk.com
  5. (Optional) A Forward email address can also be added if you wish to use your company email address
    • Emails sent to the Forward email address will be redirected to the queue email address
    • Additional steps will need to be taken to set-up email forwarding (see Using your company email address below)
    • Warning: The Forward email address cannot be associated with a user. If the forwarding address is associated with a user, the user will no longer receive emails from Mojo
  6. Click save

Using your company email address (Forward email address)

To use a branded company email (such as support@yourcompany.com), configure email forwarding from the company address to the Mojo queue email address.

Step 1: Configure email forwarding

Forward all messages from the company address (e.g., support@company.com) to the queue address (e.g., support@company.mojohelpdesk.com).

  • Gmail / Google Workspace: Use a forwarding filter
  • Microsoft Outlook / O365: Use a forwarding rule

Step 2: Confirm forwarding (if required)

Some email providers send a confirmation email to the destination address. This email will appear in Mojo as a ticket. Check the Open Tickets view for the confirmation message and complete the forwarding confirmation steps.

Troubleshooting

If the confirmation email wasn't received, the help desk settings could be the cause.

For Microsoft-based systems, refer to this article for detailed troubleshooting.