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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...
How to add an agent

Agents are considered help desk staff. They can view and answer tickets, and their access level depends on the role assigned to them. There are a couple agent roles, each with its own set of permissions: Owner Admin Manager Agent How to add a new agent Note only agents with a manager o...
Mojo Helpdesk Felix AI: Your AI-Powered Support Assistant

What is Felix AI? Felix AI (previously known as the Mojo AI Copilot) is Mojo Helpdesk’s built-in AI assistant. It helps agents respond to tickets faster and be more efficient. Mojo Helpdesk Felix AI Features Suggest answer: Drafts a reply based on the ticket thread and available knowledge base co...
Understanding activity timestamps in Mojo

By default, Mojo Helpdesk displays timestamps in a relative format to make it easier to interpret when events occurred. For example: “Just now” “5 minutes ago” “3 days ago” This can be found in the event log, or next to comments/staff notes. This format is used for several reasons: Qui...
How to create and edit a saved search

Teams can quickly access a filtered views of tickets without setting up filters each time.Mojo Helpdesk includes several built-in saved searches available to all agents: All Tickets: shows every ticket in the system, regardless of status Closed Tickets: displays only tickets with a closed st...
Setting Up SPF for Email Forwarding in Mojo Helpdesk

When using your own domain (e.g. support@yourcompany.com) to forward emails into Mojo Helpdesk, it's important to ensure email deliverability and prevent your messages from being marked as spam. To do this, you need to update your domain’s SPF (Sender Policy Framework) record. Why SPF Is Importan...
Customizing the Help Center

The Help Center is the customer-facing portal for the help desk. It can be customized to match the organization’s branding and needs.The Help Center includes: A Knowledge Base where customers can search for answers to their questions A User Portal where contacts can submit tickets and can vi...
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 v...
Mojo Keyboard Shortcuts

Keyboard shortcuts help increase productivity by allowing users to control Mojo with lighting fast key strokes. Mojo keyboard shortcuts Go to g then t : go to new ticket default form g then f then t : open dropdown new ticket to choose form g then a : go to my assignments g then p : go t...
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