Search results for: ticket forms

Can I specify the Ticket Form to use for tickets that are created by email?

Yes, you can specify the ticket form to use for any tickets created by email.To set ONE form as the default form, you can do so in for Admin Settings -> Ticket Forms and then look for the Default Form box. The default form will be the one that will be used by all incoming tickets created by email...
How do I limit a form to a specific user (group)?

As a default, users can access all the forms of the helpdesk. It is possible to show a specific form only to a specific group (of users). Here are the steps:First, (if you don't have one already) you'll need to create a group for this user(s). You can do this by going to Admin Settings -> Users. ...
How do I search by custom fields?

To search by custom field use the search query below but replace the text inside the parenthesis to your custom field system name (use underscores for spaces) and custom field value (do not use underscores for spaces). Be sure to use all lower case letters even if your values have capital letters...
Adding conditional logic to a ticket form

Conditional logic can be added to the fields in the ticket form. For example, if we have the question, “Are you married?”. If the user answers “yes”, we can show a set of questions. If the user answers “no”, then we show another set. This can be done while editing a form.
How to embed a Mojo form into my website?

Go to the embed channel and pick the form you want to embed. Change the form attributes (size, color, etc…) as needed. Preview to see how it looks then copy the code and paste it in the page of your website just before the closing body tag.
Users cannot see a specific ticket form

Problem When creating a ticket, a user is unable to see/select a specific ticket form in the (ticket form) drop down selection The ticket form is not available to be embedded in a website Solution In most case, this occurs when non-logged in users do not have access to the ticket queue se...
How many times can automation's actions be executed on the same ticket?

If the flag "run the automation only once per ticket" is set - the automation can be executed only once per ticket.Otherwise, the automation will be executed each hour on the same ticket, as long as the ticket passes the automation's filters (conditions).
What are the types of ticket statuses?

In Mojo Helpdesk, a ticket status can be set to: New, In progress, On hold, Information requested, Solution offered or Closed.  These ticket statuses will fall into one of two groups: New, In progress, On hold, and Information requested status are considered to be an Open ticket, and these are ti...
How do I merge one ticket into another

To merge a single ticket into another: - record the ticket ID into which the ticket should be merged - open the ticket to be merged - click on the merged tickets icon - the list of already merged tickets is displayed. Click on merge tickets - enter the ticket ID to merge the ticket into and selec...
What are the types of ticket statuses?

In Mojo Helpdesk, a ticket can either be new, in progress, on hold, information requested, solved or closed. We can group these two ticket statuses in two groups open tickets are tickets that still need work, while resolved tickets do not require the agent's attention.Open Tickets: Tickets in the...
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