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Who can access Asset Management? Can I limit permissions by location?

Asset Management is an add-on to the ticketing system.All agents have read access to assets, and can create tickets for assets. In terms of managing assets (create, update, delete), only those with a Manager role or above (Admin and Owner) can manage assets. Learn more about the different user ro...
"Email has already been taken" Error Message

In the process of adding a contact or an agent, an admin may encounter the error message that the email has already been taken. This means that there is already an account associated with the entered email address. I received the error message as I was trying to add an agent. From Account admi...
Finding the SHA1 fingerprint from Identity Providers (Azure, Okta and Onelogin)

The SHA1 fingerprint of the certificate is required when configuring SAML in Mojo Helpdesk. The steps to obtain it vary depending on the Identity Provider. Azure Open the Azure portal Navigate to Azure Active Directory → Enterprise Applications → All Applications Locate and open the Mojo Hel...
Manage service levels with SLA policies and business hours

Mojo Helpdesk is designed to help organizations provide efficient and effective support to their customers. One way to ensure timely and satisfactory support is through the use of Service Level Agreement (SLA) policies and business hours. What is an SLA policy? Service Level Agreement (SLA) polic...
Managing Two-Factor Authentication for Admins

Two-factor authentication (2FA) adds an extra layer of security to staff accounts. With 2FA required, staff members must provide a 6-digit passcode in addition to their password when signing in. This passcode can be retrieved using an authenticator app or via email.Note: Two-factor authentication...
Create a ticket in seconds with a quick ticket

Quick ticket is the fastest way to create a ticket in Mojo. Instead of jotting down notes on paper or trying to remember important details, agents can create a ticket in seconds.The quick ticket feature is enabled by default. To create a quick ticket Click NEW TICKET Type in the details in th...
Mojo Pro Tips

The Mojo Pro Tips collection highlights practical ways to work more efficiently within Mojo. Each tip focuses on time-saving techniques, lesser-known features, or recommended workflows to improve productivity and ticket management. Discover expert techniques
How to tell if a ticket or message was created by email

There are two easy ways to identify if a ticket or response in Mojo was created via email: Method 1: Check the header Open the ticket Look at the top right corner of the message box which shows the created date If there is an envelope icon, this means that the ticket was created by email Cl...
Adding sub-tickets (parent-child tickets)

Sub-tickets are used to break down larger work items into smaller, manageable tasks, each tracked as its own ticket. Each sub-ticket can have its own priority, assignee, and status, allowing different teams or agents to work independently while keeping all related tasks connected.Sub-tickets can ...
How to view a ticket creator's details on a ticket

Agents can quickly access a requester's contact details and conversation history through the right-hand side panel of the ticket view in Mojo Helpdesk.This provides the context needed for faster, more informed responses without having to open a new tab.  To display the contact side panel While vi...
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