Mojo Helpdesk | Mojo Helpdesk

Tips for Using the Mojo Search Engine

Here are a few tips to take advantage of Mojo's search engine. Mojo searches the title and description of the ticket including custom fields and ticket comments. Search performs an exact lookup unless a wildcard symbol such as * or ? is used. Wild Card Searches Examples: serv*s will ma...

How do I customize the ticket list?

You can customize the columns and the amount of detail in the ticket view list. Watch this video to learn how.

How do I prevent the system from sending some emails?

You are able to prevent Mojo from sending several 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 M...

Email-to-ticket creation is not working

If you followed the steps to set up email-to-ticket creation but are still having issues, there's a chance your current settings are preventing the email from coming through as tickets. Here are a couple of things you can do to troubleshoot: Are you allowing unregistered users to create tickets? ...

How do I import tickets?

If you are migrating from another help desk, then you may have existing tickets, users and assets you may want to move.The recommended order of importing is as follows. Click on each of the items for more information on how to best import. Users Assets Tickets (below) Knowledge Base Articles Im...

SMS / text notifications for ticket updates

Notifications (email) can be sent to a mobile phone as SMS / text messages. This can be configured using Mojo bots. Most U.S. carriers allow their subscribers to receive emails as text messages using their phone number. Simply substitute phonenumber below with a real mobile phone number and the e...

What is the Pending Confirmation list?

There is a helpdesk setting which requires the end user to confirm a ticket they submitted (via their email). This acts as a spam catch.The main setting is managed in Admin Settings > Helpdesk Configuration. Scroll down until you see the "Tickets Pending Confirmation" section.When this is turned ...

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 man...

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...