Getting Started icon

Getting Started

Everything needed to get started on Mojo Helpdesk

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...

Mojo Helpdesk Guide for Agents

This resource guide will contain everything agents need to know to work on tickets in the help desk. The resource will include links to videos so an internet connection is necessary.  What is covered What is Mojo Helpdesk? What are tickets? And how are they created? Agent Workflow Ticket Status...

User Roles

User role hierarchy Let's start with a definition of the word user: User: a person using the help desk. A user could be a contact, ticket requester, a customer or an help desk agent. Contact A contact is a user that creates tickets. They typically are your customers, employees, team members. Co...

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...

Change Language and Timezone

How do I change the language of the helpdesk?An Admin can change the language of the helpdesk on:Admin settings > Help desk > Settings > Language settings > Select the preferred Language > Select the TimezoneAn Agent can change their preferred Language and Timezone from their profile:Click on the...

Enterprise Login Options, Google, Azure AD, SSO

Mojo supports multiple log-in options for the helpdesk. Mojo authentication method Login with Google Login with Azure AD Enterprise SSO using JWT or SAML Mojo Authentication Method If your helpdesk admin has activated the Mojo authentication method, and you've forgotten your password,...

Merging Tickets

Merging tickets allows to group one or more tickets into one.NOTE: Merged tickets are automatically closed and cannot be reopened. However, they can still be viewed.Merging tickets can be a helpful practice in a ticketing system for various reasons. Here are some common scenarios where merging ti...