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Email Channel Settings

Mojo Helpdesk supports email-to-ticket creation right out of the box. For example, a customer can send an email to support@company.com which will then create a ticket in the corresponding Support queue.The applicable settings can be found in Admin > Channels > Email > SettingsEmail channel on/off...

Setting Up Email-to-Ticket Creation

Mojo Helpdesk supports email-to-ticket creation right out of the box.When a customer emails a queue’s address, Mojo creates a ticket in that queue automatically.How to configure Go to Admin > Tickets > Queues  Create or edit a queue: Click + new or the pencil icon Expand  optional settings ...

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 followi...

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 Account administration > Tickets > Settings, in the tickets security settings section ensure "A...

Mojo Helpdesk emails going to Microsoft spam

Emails from mojohelpdesk.com may be filtered as spam by Microsoft mail clients. The most reliable fix is to connect your own Microsoft mail server under Admin > Email Settings.See Bring Your Own Mail Server to Mojo Helpdesk.If that option is not available on your plan, individual users can add mo...

Email Address Confirmation and Verification

Mojo Helpdesk uses email addresses to uniquely identify contacts. When a new contact is created or when a contact creates an email for the first time, an email is automatically sent to confirm the action. The contact remains unverified until the contact clicks on the verification link in the emai...

"Email has already been taken" Error Message

In the process of adding a contact or an agent, an admin may encounter the error message that the email has already been taken. This means that there is already an account associated with the entered email address.I received the error message as I was trying to add an agent. From Account admin...

Use Google Gmail to send and receive emails in Mojo

Mojo Helpdesk can retrieve emails from a Gmail mailbox and create tickets automatically. It uses IMAP to receive emails and SMTP to send them.Prerequisites A Gmail account with a custom domain (e.g. support@yourcompany.com) Two-factor authentication (2FA) enabled on the Google account Step 1: E...

Use Microsoft 365 to send and receive emails in Mojo

Mojo Helpdesk can retrieve emails from a Microsoft 365 mailbox and create tickets automatically. It uses OAuth2 for secure authentication, IMAP for receiving emails, and SMTP for sending them. No passwords are stored.Prerequisites A Microsoft 365 account (Business Basic, Business Standard, or En...

Setting Up SPF for Email Forwarding in Mojo Helpdesk

When using your own domain (e.g. support@yourcompany.com) to forward emails into Mojo Helpdesk, it's important to ensure email deliverability and prevent your messages from being marked as spam. To do this, you need to update your domain’s SPF (Sender Policy Framework) record.Why SPF Is Important...
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