How to configure SMS / text notifications for ticket updates

Mojo allows ticket update notifications to be delivered via SMS/text messages, in addition to standard email alerts. This functionality is configurable through Mojo bots.

How it works

In the United States, most mobile carriers allow subscribers to receive emails as SMS messages sent to their phone numbers. This can be done by addressing the email to phonenumber@carrierdomain.com, where "phonenumber" is the recipient's mobile number.

The carrier domains for several major U.S. providers are listed below:

Example: For a mobile number 512-555-6789 with T-Mobile as the service provider, the appropriate email address to send a message for text delivery is 5125556789@tmomail.net. Messages sent to this address from any email client, including Gmail, Outlook, or Mojo, will be delivered as SMS/text messages.

How to configure text notifications for ticket updates

  1. Create a user profile with the email address in the format phonenumber@carrierdomain.com
  2. Create a Mojo bot to send an email to the user

Notes and best practices

  • Messages are typically limited to 160 characters; longer emails may be truncated or split
  • Not all mobile carriers or plans support email-to-text delivery, so it’s important to test the setup with your intended recipients to confirm that messages are being received as expected
  • Ensure the user is subscribed to email notifications:
    • Go to the user's profile
    • Under Role and Permissions, make sure “Do not send emails to this user” remains unchecked
  • To verify, whether Mojo sent an email refer to the ticket's event log.