How to tell if a ticket or message was created by email

There are two easy ways to identify if a ticket or response in Mojo was created via email:

Method 1: Check the header

1. Open the ticket
2. Look at the top right corner of the message box which shows the created date
3. If there is an envelope icon, this means that the ticket was created by email
4. Click the envelope to view the original email, including its full HTML formatting, embedded images, and layout — exactly how the customer sent it.

Method 2: Check the Event Log

1. On the ticket detail view, toggle the event log
2. Look for an entry that says: “Ticket created from email sent [help desk queue email address]”