Ticket Security Settings

Ticket security settings control how Mojo handles ticket submissions from unregistered and anonymous users, and whether new requesters receive a welcome email. Access requires an Admin role.

To access these settings, go to Waffle menu > Account Administration > Tickets > Settings.

Unregistered users

Unregistered users are users who are not in the help desk contact list and have never created a ticket.

Allow unregistered users to create tickets (Default: true)

Controls whether users outside the contact list can submit tickets through the Help Center or by email. When off, only logged-in users and existing contacts can create tickets.

Allow unregistered users to attach files (Default: true)

Controls whether unregistered users can include file attachments when submitting a ticket. When off, attachments are blocked for unregistered users.

Anonymous user security settings

Anonymous users are users who are not logged in to the help desk, or who are submitting tickets by email. Email addresses can be spoofed, so these users cannot be verified automatically.

Three toggles control whether anonymous submissions require email confirmation before a ticket is created. All three apply to anonymous submissions only. Logged-in users on the customer portal always create tickets directly.

Web channel: confirmation needed for tickets created from the Help Center (Default: off)

When on, Help Center web form submissions from users who are not existing contacts go to the pending confirmation list. Submissions from existing contacts create tickets immediately.

Email channel: confirmation needed for tickets created by email (Default: on)

When on, emails from addresses not yet in the contact list go to the pending confirmation list. Emails from existing contacts create tickets immediately.

Web & Email channel: confirmation required even when the user is already a contact (Default: off)

When on, every anonymous web or email submission requires confirmation, including submissions from existing contacts. This removes the existing-contact shortcut from both channels above and is the maximum-security setting.

For a full explanation of how the pending confirmation list works, see The Pending Confirmation List.

New requester welcome email

Send “View my request” email to new requesters

When on, Mojo sends a welcome email to new requesters on their first ticket submission. The email includes a link to view the ticket on the customer portal. The email is sent once only. The setting defaults to on, however it is automatically disabled when “Allow unregistered users to create tickets” is turned off.