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Google: Securing Your Domain: A Step-by-Step Guide to DKIM, SPF, and DMARC

When it comes to email security, setting up DKIM, SPF, and DMARC records is essential to protect your domain from unauthorized use and ensure reliable email delivery. In this guide, we’ll walk you through the step-by-step process of configuring these records. To make things practical and relatabl...
Two-Factor Authentication: Recovering access to a staff account

When 2FA is required, staff members are prompted to complete setup at the next sign-in. Passcodes can be received by: An authenticator app, or Via email During setup, a recovery code will also be provided. These can be used in case access to the authentication app is lost.If the recovery co...
What are queues? How to set up ticket categories

Queues are categories used to organize tickets by type, topic, team, or workflow. Think of them as high-level categories that help you sort and manage incoming requests for reporting needs.Some examples of queues: Based on the team or department handling the request (Billing, Technical Support...
Microsoft users receives mails from mojohelpdesk.com ticket software in their spam

If Microsoft users are receiving emails from mojohelpdesk.com in their spam folder, several approaches can be taken to resolve this, categorized by their scope and the level of control available.1. User-level actions (for individual users) Add mojohelpdesk.com to Safe Senders List in Outlook: ...
Organize KB articles with Topics

To make the Knowledge Base easy to navigate, articles can be organized into Topics.Parent topics are displayed on the main help center page (ex. Troubleshooting, Warranty, Helpdesk 101). Child topics can be created within them.Agents must have manager (or higher) permissions to create, update, or...
Mojo Helpdesk Authentication and Security Settings

Admins can choose the authentication method that best fits their organization’s needs.Mojo Helpdesk uses email addresses to uniquely identify contacts. Mojo authentication methods Email and Password Standard option for all users Admins can define password requirements Admins can also requi...
Dashboard: Help Desk Performance Report

The Mojo Helpdesk dashboard gives managers and admins a quick snapshot of overall help desk performance. It provides visibility into workload, responsiveness, and customer satisfaction.Agents must have a manager or admin role to access reports. Performance graph The dashboard graph provides a vis...
Mojo Helpdesk Portals

Mojo Helpdesk is designed to provide a seamless experience for both end users and support teams.The platform consists of three connected interfaces. Each plays a distinct role in making support efficient and accessible. Help Center The Help Center is the home of the Knowledge Base (KB) articles. ...
Customize the customer satisfaction survey per queue

The rating request email can be sent only to specific queues using Mojo bots. This is especially helpful if some queues do not need a rating email at all. To make this work, ensure tickets are properly routed to the correct queues (e.g., Customer Support, Technical Support, Sales, or Marketing).S...
How to merge a ticket or multiple tickets

Mojo Helpdesk allows agents to merge duplicate or related tickets into a single thread. When tickets are merged, all but one are closed. The remaining ticket (destination ticket) becomes the main thread that carries the conversation forward. Why merge a ticket? Merging helps keep your helpdesk or...
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