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Enterprise Single Sign On with SAML

Mojo Helpdesk supports Secure Assertion Markup Language (SAML), which is a mechanism that allows single sign-on (SSO) using identity providers such as Active Directory, LDAP, Google, Office 365 etc. SAML eliminates the need for maintaining various credentials for various applications and reduces ...
How to import assets

For entities migrating from alternate help desk platforms, the transition may involve the migration of extant tickets, user profiles, and assets.The recommended sequence for the importation of data is detailed hereunder. Please consult the provided links for comprehensive instructions on each pro...
Advanced security, whitelist, and blacklist

Admins can control access to the helpdesk by using whitelists and blacklists to filter users by domain name, IP address, email address or language. These filters apply to user actions such as logging in, registering, and creating tickets (via email or the web). Whitelist Use a whitelist to explic...
SMS / text notifications for ticket updates

Ticket update notifications can be delivered as SMS/text messages to mobile phones in addition to standard email notifications. This functionality is configurable through Mojo bots.In the United States, many mobile carriers allow subscribers to receive emails as SMS messages sent to their phone n...
How do I update users through a CSV import?

Updating users in bulk in Mojo Helpdesk is done through a CSV file import.Preparing Your CSV File: If your helpdesk has the most current user data, consider exporting your users as a starting point. You can import a maximum of 3000 users at a time. The file must be saved as a CSV (comma-se...
Email-to-ticket creation is not working

Having trouble with email-to-ticket creation after following the setup steps? Your current settings might be the cause.Here's how to troubleshoot: Security Configuration: Allow Unregistered Users: In Admin Settings > Tickets > Settings, in the tickets security settings section ensure "Allow u...
Can I specify the ticket form to use for tickets that are created by email?

Yes, admins and managers can specify the ticket form to use for any tickets created by email. To set a default form for all queues Go to Admin Settings > Forms & fields Look for the Default Form box on the right hand side. The default form will be the form that will be used by all incoming ti...
Securing the Knowledge Base

The Knowledge Base can be activated or deactivated by navigating to Admin settings > Help center & knowledge base > Settings.In the Settings interface, the Knowledge Base visibility can be configured according to the following options: Disable the display of the Knowledge Base entirely, by sel...
How do I turn off the ticket rating feature?

When a ticket is closed, Mojo Helpdesk will send an email to the ticket creator asking for a customer satisfaction rating. The survey consists of two questions. How satisfied were you with your ticket experience as a whole? (On a scale of of 1 - 6 stars, with 5 being the highest) Would you l...
Can I prevent a user from receiving any messages from the helpdesk?

The help desk system sends automated notifications to both agents and contacts.A comprehensive list of these message types, along with instructions on how to disable them, can be found in this knowledge base article. Note, there are some critical system messages that cannot be disabled (and so th...
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