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Mojo Helpdesk Achieves SOC 2 Type 2 Compliance

Mojo Helpdesk has successfully completed the SOC 2 Type II audit, conducted by an independent third-party auditor. This certification confirms that our internal controls and processes meet the rigorous standards set by the American Institute of CPAs (AICPA) for managing and securing customer data...
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...
Compliance

Mojo Helpdesk adheres to HIPAA and GDPR regulations, and is formally registered under the EU-US Privacy Shield framework. We are prepared to execute Business Associate Agreements (BAAs) with clients requiring HIPAA compliance. Furthermore, our Data Processing Agreement (DPA) is publicly available...
Mojo Helpdesk Guide for Agents

Related resources For Admins: Mojo Implementation Guide For Contacts: Mojo User Portal Overview This guide is designed to help agents get up and running in Mojo Helpdesk.By the end, agents will understand how to navigate Mojo and manage the full lifecycle of support tickets from creation...
Manage Notifications with the Notification Center

Each agent can customize their personal notification preferences to control which alerts are received and how they are delivered.The notification center (bell icon on the upper right corner) allows each agent to manage their notifications. Manage notification preferences In the agent portal, c...
Email Channel Settings

Mojo Helpdesk supports email-to-ticket creation right out of the box. For example, a customer can send an email to support@company.com which will then create a ticket in the corresponding Support queue.The applicable settings can be found in Admin > Channels > Email > Settings Email channel on/of...
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 emai...
Configuring Temporary Access Pass (TAP)

Temporary Access Pass (TAP) is a time-limited passcode that allows users to authenticate without needing their usual credentials. Use cases A user can use TAP for authentication in scenarios such as: Lost authentication method: If a user loses access to their 2FA device or password, a TAP allo...
Understanding ticket priorities

Prioritizing tickets ensures that critical issues receive immediate attention while lower-impact requests are handled efficiently. Below are the different ticket priority levels on Mojo Helpdesk. Emergency: Tickets that require immediate attention (ex. critical system issues or security breach...
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