Search results for: email

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...
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...
What are queues? How to set up ticket categories

Queues are categories used to organize tickets by type, topic, team, or workflow. Think of them as high-level categories that help you sort and manage incoming requests for reporting needs.Some examples of queues: Based on the team or department handling the request (Billing, Technical Support...
Contact and Staff on-boarding. Different stories.

In Mojo Helpdesk users can be created in many ways, whether they are staff or regular contacts, here is a list of all use cases.In almost all use cases, the new user should confirm his email address. Here is an article that explain “Why it's important to confirm the identity of your users” A mana...
Account Verification

Mojo Helpdesk uses email addresses to uniquely identify contacts. When a new contact is created, an email is automatically sent to inform them of their new account. The contact remains unverified until they click the verification link included in the email, or until a Mojo admin verifies the cont...
How to configure SMS / text notifications for ticket updates

Mojo allows ticket update notifications to be delivered via SMS/text messages, in addition to standard email alerts. This functionality is configurable through Mojo bots. How it works In the United States, most mobile carriers allow subscribers to receive emails as SMS messages sent to their phon...
Can I prevent a user from receiving any messages from the helpdesk?

The help desk system sends automated notifications to both agents and contacts.Email notifications are classified into two categories: System notifications These are emails sent to help desk staff, including the password reset email (sent both to staff and contacts) System notifications ...
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 to send notifications to agents and users.This can be set in Admin settings > Channels > Email > Server configuration.Mojo mail service: The help desk will receive and send em...
How to export ticket data

Exporting ticket data can be useful for: Analyzing trends or performance outside of Mojo Helpdesk Backing up ticket records for internal archives or audits Sharing specific ticket data (including custom fields) with stakeholders who don’t have Mojo Helpdesk access When exporting tickets, ...
Ticket Creation Channels

Mojo Helpdesk supports multiple ways to create tickets, making it easy to capture requests from both external customers and internal teams. Whether it's a support inquiry, IT issue, or a general service request, all tickets funnel into a single, organized system for streamlined resolution.All tic...
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