Groups: How to share tickets among users/contacts

In Mojo Helpdesk, users/contacts can be assigned to a Group to organize them by team, company, or department.

Why use groups?

  • Reporting: Track metrics such as the number of tickets submitted by a group or average response time to that group
  • Ticket Sharing: By default, users can only see their own tickets. However, users can be given Group Access to view and comment on tickets submitted by others in the same group

Group Access

  • A user/contact can only belong to one Group at a time.
  • However, they can be granted Group Access (comment or full access) to additional groups.
    • Comment only: Can view and comment on group tickets.
    • Full access: Can view, comment on, and close group tickets.

To allow ticket sharing

Step 1: Enable Group Access option

  1. Click on the grid icon on the upper right
  2. Select Account administration
  3. On the left nav bar, select Help desk > Settings
  4. Scroll down to  Miscellaneous settings
  5. Toggle Enable group access option

Step 2: Create the group and assign users to a group

  • Make sure each user/contact is assigned to the correct group:
    • Click on the grid icon on the upper right
    • Select Contacts
    • Click on the user's profile
    • Go to role and permissions
    • Edit the user’s profile and assign them to a Group.
  • Tip: Alternatively, users can be bulk assigned to a group using a CSV import.

Step 4: Grant Group Access

  1. Go to Admin > Contacts > Contact list
  2. Open the user/contact’s profile.
  3. Scroll to the Group Access section.
  4. Click the + Add button next to Manage group accesses.
  5. Choose the group and type of access: Comment only or Full access
  6. Click the green Add button.

The granted access will now appear in the user's profile, showing the group name and access level.

What the user will see

On the Help Center:

  • Users will continue to see their own Open and Closed tickets.
  • They will also see a dropdown or option to view tickets submitted by other users in groups they have access to (e.g., “SKCompany”).
  • Based on their access level, they can view, comment, or resolve those tickets.