Search results for: email

How can I prevent the Helpdesk from sending certain email notifications?

You are able to prevent Mojo from sending certain emails/notifications to Contacts/Users and Staff/Agents. Here is a description of these automated email notifications and how to stop them from being sent. New Ticket Email Notification for Ticket Requester/Creator This email is generated by a Moj...
How do I send the Rating Email only for certain queues?

This post will show you how to send the rating request email for tickets in specific queues only. For this to work you would need tickets to be queued correctly so the rating email will be sent to the desired user base.   1. Set up queues for tickets. For example, customer support, technical supp...
Email channel configuration

When the email channel is enabled, users can create and answer tickets via email.Out of the box, Mojo helpdesk account can use the built-in email capability.Goto to admin > channels > email to enter an email address for each queue as needed.Email addresses will be in the form of <queue_name>@<hel...
Can I specify the Ticket Form to use for tickets that are created by email?

Yes, you can specify the ticket form to use for any tickets created by email.To set ONE form as the default form, you can do so in for Admin Settings -> Ticket Forms and then look for the Default Form box. The default form will be the one that will be used by all incoming tickets created by email...
Email-to-ticket creation is not working

If you followed the steps here to set up email to ticket creation but are still having issues, most likely your current settings are preventing the email from coming through. Here are a couple of things you can do to troubleshoot: Are you allowing unregistered users to create tickets? Take a look...
Office 365 email forwarding is not working

Office 365 has recently made some changes to their system, in which they are no longer allowing users to forward to external emails. If you are on O365 and you are using a company email address (helpdesk@yourdomain.com), instead of the Mojo queue email address, then you'll need to take the follow...
Why email confirmation is important?

In Mojo Helpdesk, contacts are uniquely identified by their email address. New contact will always receive a confirmation email and will stay unverified until they click on a confirmation link inside this email. Why your agents must care about contact email verification? An anonymous user can cre...
How do I turn off the ticket rating feature?

When a ticket is closed, Mojo Helpdesk sends an email to users (ticket creators) asking for a customer satisfaction rating.If this is not a feature you want to use, you can turn this off by following these steps below.Using the classic UI: Go to Admin Settings and then Triggers. Turn OFF the t...
Managing Agent notifications with the Notification Center

The Notification Center allows each agent to select which kind of notifications their receive. For each topic (e.g.: new ticket created, ticket assigned to me, etc…) agents can select a web notification (White bell, and shows in the Notification Center), both an email and a web notification (Whit...
"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 Admin Setting...
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