Customizing Mojo bot notifications

Mojo Helpdesk supports customization of the layout and content of email notifications.

Email notifications are classified into two categories:

System notifications: Sent to help desk staff, including the password reset email (which is sent both to staff and contacts)
Emails sent to contacts via a Mojo bot

The email layout can be customized by admins in the system notification settings.

This article focuses on customizing the content of notifications sent via a Mojo bot (2nd category), which is accessible by managers and admins.

Mojo bot notifications

Mojo Helpdesk has Mojo bots enabled by default that send emails to contacts.

Variables can be inserted into the notifications to include dynamic content, such as the assignee name, original ticket info, message history, or even custom fields.

The default Mojo bots that send an email are:

Send requester 'ticket received' confirmation
Send requester an email when an agent adds a message
Send requester an email to ask to rate service level
Send a reminder email to requester that an agent is still waiting for a response
- If a ticket is in information requested status for a specific period of time, this bot will send an email to nudge the requester

Unlike system notifications, a Mojo bot can be disabled if they are not needed for an organization's workflow.

How to customize system notifications

Click the waffle icon in the upper-right corner
Select Account administration
Navigate to Business rules > Mojo bots
Select the desired Mojo bot to edit
Scroll to Actions: Email user
Edit the content and add variables as needed
Click save