Search results for: ticket forms

How to allow ticket sharing among users in a group (Group Access Rights)?

With Groups, you can give users read and write access to tickets of other users in the same group. To allow ticket sharing or to enable Group Access Rights: You must make sure users are associated with the appropriate group. (Tip: You can update user profiles and put them into Groups using a CSV ...
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...
Grouping users into groups

Users can be placed into a "Group". This is like a folder. For example you can group users from the same company into groups (e.g. IBM group). This is useful for: reporting purposes: for example, find out which customer / country / region opens the most tickets? allowing ticket sharing among g...
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...
The Mojo Number: how to measure customer satisfaction

What is the Mojo Number? When a ticket requester closes a ticket, he or she has the possibility to rate his or her satisfaction using a 5-star rating system.The Mojo Number represents the average customer satisfaction over the last 30 days. A Mojo Number can be computed for each agent, queue, gro...
How do I import tickets and assets that are linked?

You are able to import linked assets and tickets while preserving their association. To do this, first you'll need to import the assets and then import the tickets.When importing tickets, you will need to map the columns from your CSV file with ticket's fields. One of the fields would be the asse...
How to import assets

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 (below) Tickets Knowledge Base Articles...
Advanced security, whitelist and blacklist

Whitelists and blacklists can filter user access by domain name, IP address and email for login, registration and ticket creation via email and web. Whitelisting Warning: When used, only users in the whitelist will be able to create tickets, login or create user accounts. If not used, everybody h...
Setting up auto-assignment

Managers of the help desk can set up automatic assignment of tickets using bots. Bots are a way to automate workflows based on certain conditions, "Whenever a ticket is created, updated or deleted, and the ticket meets certain conditions, then execute an action". In this case, that is auto-assign...
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...
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