Search results for: email

How to create and manage canned responses

Canned responses are pre-written templates that agents can quickly insert into a ticket reply. They play a crucial role in meeting SLA targets, ensuring a quick, efficient, and consistent response. Additionally, canned responses can also be used to insert an email signature with a single click.Th...
What is the Watch List? How can I be notified of updates on a ticket?

Each agent has a Watch List containing tickets the agent is keeping track of.The Watch List is especially useful for agents who want to: Save or bookmark a ticket for future reference. Receive notifications and stay updated on a ticket’s progress—especially when they are not the assignee but...
Configuring Temporary Access Pass (TAP) in Mojo Helpdesk

Overview Temporary Access Pass (TAP) is a time-limited passcode that allows users to authenticate without needing their usual credentials. This feature is particularly useful in scenarios where a user has lost access to their authentication methods (e.g., lost phone or password). And also for pro...
Managing Two-Factor Authentication for Admins

Two-factor authentication (2FA) adds an additional layer of security to staff accounts. With 2FA required, staff members will need to 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 a...
Recovering access to staff account

Using a Recovery Code to Regain Access to Your Account If you lose access to your authenticator app, you can use a recovery code to sign in. Recovery codes are provided when you first set up 2FA. Each code can only be used once.To use a recovery code: Enter your email and password to sign in. ...
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...
Bring your own mail server to Mojo

Organizations can choose whether to use the built-in Mojo mail server (default), or whether to use their own email server. This can be set in Admin > Channels > Email > Server configuration.Mojo mail service: The help desk will receive and send emails via the Mojo mail service. This is the defaul...
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...
Email channel settings

Mojo Helpdesk supports email-to-ticket creation right out of the box. With this feature, an email can be sent to create a ticket. For example, when an email is sent to support@company.com, a ticket is created in the corresponding Support queue.The applicable settings can be found in Admin > Chann...
What is the Pending Confirmation list and how can I use it to prevent Spam tickets from being created?

There is a Ticket Setting you can turn on that will require a ticket submitter/requester to confirm a ticket that they have submitted is valid (submitted either through the HelpCenter or by email) by responding to the confirmation email they receive after creating a new ticket.  This setting can ...
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