Use Gmail to send and receive emails in Mojo

If you have a Gmail mailbox (e.g. support@newco.com), Mojo Helpdesk can retrieve emails from this mailbox and create tickets. It will also use Gmail to send emails to ticket creators and agents.

This is a step-by-step guide on how to configure Mojo and Gmail. Mojo leverages IMAP for receiving emails and SMTP for sending emails.

Prerequisites

  1. A Gmail account
  2. Two-factor authentication (2FA) enabled for your Google account

Instructions

Step 1: Enable Two-Factor Authentication (2FA)

  1. Open your Google Account: https://myaccount.google.com/
  2. Click on Security on the left navigation panel.
  3. Scroll down to how you sign in to Google and select turn on 2-step verification.
  4. Follow the on-screen steps: Google will guide you through setting up a second verification step, such as:
    • Google prompts: Tap “Yes” on a push notification sent to your phone.
    • Verification codes: Receive a code via SMS or call.
    • Authenticator app: Use Google Authenticator for one-time codes.
    • Backup codes: Generate backup codes in case you lose access to your primary method.
  5. Once completed, 2FA will be enabled.

Step 2: Generate an App Password

An app password is a 16-character passcode that allows an app, like your helpdesk system, to access your Google account securely. To generate an app password, you must have 2-step verification enabled on your Google account.

  1. Open the app passwords page: https://myaccount.google.com/apppasswords 
  2. If asked, verify your identity. Complete the two-factor authentication step (e.g., Google prompt or SMS code) to confirm your identity.
  3. Choose the app name. Under "app name", type Mojo Helpdesk or another option that best matches your needs.
  4. Generate the app password. Click Create. A 16-character password will appear in a yellow box. Copy this password—it will not be shown again.

Step 3: Configure in Mojo Helpodesk

  1. Navigate to your help desk Admin > Channels > Email > Server configuration
  2. Click on use my own mail server and follow the step-by-step guide.
  3. For receiving emails (email-to-ticket creation), enter the following details:
    • Username: Your Gmail address (e.g., support@yourcompany.com)
    • Password: Paste the app password you generated earlier.
    • IMAP server: imap.gmail.com
    • Port: 993 (SSL enabled)
  4. For outgoing mail settings (outbox configuration), enter the following:
    • SMTP server: smtp.gmail.com
    • Port: 587 (TLS)
  5. The system will test your setup by sending an email to your Gmail address and attempting to retrieve it. The system will confirm a successful set up.
     

Step 4: Enable IMAP Access:

  • Go to Gmail Settings > See all settings > Forwarding and POP/IMAP.
  • Ensure "Enable IMAP" is selected.

Step 5: Label and Folder Visibility:

  • Navigate to Settings > See all settings > Labels.
  • Confirm that the "Show in IMAP" checkbox is selected for important folders, especially “Inbox.”

Step 6: Check IMAP Folder Synchronization:

  • Ensure Gmail's synchronization limits are not restricting messages in IMAP folders. In Gmail Settings > Forwarding and POP/IMAP, select "Do not limit the number of messages in an IMAP folder (default)."

Step 7: Configure DKIM, SPF, and DMARC for Your Domain

To ensure reliable email delivery and protect your domain from spoofing or unauthorized use, it’s critical to configure DKIM, SPF, and DMARC records. These settings help authenticate emails sent from your domain and prevent them from being flagged as spam.

Follow this step-by-step guide to set up these records in your DNS provider.

After completing the setup:

  • Verify that DKIM signing is enabled for your domain.
  • Confirm that SPF includes the correct servers (e.g., Google’s servers).
  • Ensure DMARC policies are correctly configured to monitor and enforce email authentication.

This step is essential for maintaining the integrity and deliverability of your emails when using Mojo Helpdesk with Gmail.

Troubleshooting

If you encounter an issue, below are the steps to troubleshoot:

  • Ensure the app password is correct.
  • Verify that IMAP and SMTP access are enabled in your Gmail account.
  • Check for any error logs in your helpdesk system for detailed debugging.