Search results for: email

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...
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...
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...
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...
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...
SMS / text notifications for ticket updates

Mojo Helpdesk emails created by triggers can be sent to a mobile phone as SMS / text messages.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 email will arrive as a...
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...
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...
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...
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...
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