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Ticket Forms and Fields Overview

Mojo Helpdesk supports multiple ticket forms for each help desk account. Below is an example of a help center with multiple ticket forms, seen by a logged-in ticket creator. Permissions required Agents must have an admin or manager role to manage ticket forms and fields. Why create multiple ti...

Reorder Ticket Forms for Agents and End Users

Set the order of the ticket forms as shown on the end-user portal and in the new-ticket picker on the agent screen. A clear order, with the most common request type first and niche forms last, helps people find the right form faster. Access requires a Manager, Admin, or Account Owner role. Who ...

Customizing the ticket form and fields

Start with Ticket Forms and Fields Overview as a foundation, then continue with the steps below. Agents must have an admin or manager role to manage ticket forms and fields. How to create a ticket form Click on the waffle icon on the upper right corner Select Account administration Navigate to...

Troubleshooting ticket form visibility issues

Issue Users encounter problems when creating tickets. Specifically, they cannot find or choose a particular ticket form from the provided drop-down menu. Furthermore, the desired ticket form is not available to be embedded in a website. Solution This issue often occurs when non-logged-in users...

Adding Conditional Logic to a Ticket Form

Create smarter forms by adding conditional logic that shows or hides fields based on user input. For example, a software access request form includes a question asking whether requested access is temporary. Start date and end date can be set as dependent fields that only appear if the answer is ...

Creating a Ticket Form for a Specific User Group

Not all ticket forms need to be visible to everyone. A ticket form could be designed specifically for employee use, such as reporting IT issues, requesting classroom equipment, or submitting internal facility requests. To prevent folks external to the organization (such as parents or customers) ...

How to embed a Mojo ticket form into a website

Embedding a form on your website allows users to create tickets easily without leaving your website. Note: Web channel must be enabled in order for a ticket form to be embedded. Go to Account administration > Channels > Embed Select the form you want to embed Customize the form attributes such ...

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 Account administration > 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 incom...

Ticket Types

The Ticket Type field in Mojo Helpdesk is a customizable dropdown that can be tailored to fit your organization’s needs. Because this field is shared across all ticket forms, it is especially useful for reporting and analyzing trends. Examples of how ticket types can be used include: Locations ...

Ticket Resolutions

The resolution field in Mojo Helpdesk is a customizable dropdown used to track how tickets are resolved. Agents select from a predefined list of resolution types, which is shared across all ticket forms. Defining and consistently using resolution types can improve reporting and give better insig...
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