Email Channel
Email Channel
Bring Your Own Mail Server to Mojo Helpdesk
Organizations can choose whether to use the built-in Mojo mail server (default), or whether to use their own email server to send notifications to agents and users.Where to find email server settingsTo locate your email server settings: Click the waffle icon in the top navigation. Select Accou...
Can I specify the ticket form to use for tickets that are created by email?
Yes, admins and managers can specify the ticket form to use for any tickets created by email.To set a default form for all queues Go to Account administration > Forms & fields Look for the Default Form box on the right hand side. The default form will be the form that will be used by all inco...
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...
How to tell if a ticket or message was created by email
There are two easy ways to identify if a ticket or response in Mojo was created via email:Method 1: Check the header Open the ticket Look at the top right corner of the message box which shows the created date If there is an envelope icon, this means that the ticket was created by email Clic...
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 ...
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...
The Pending Confirmation List
The pending confirmation list is a holding queue for ticket requests submitted by anonymous or unregistered users who have not yet verified their email address. These are not tickets yet. A request becomes a ticket only after the requester clicks the confirmation link sent to them, or an agent ap...
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...
What are queues? How to set up ticket categories
Queues are categories used to organize tickets by type, topic, team, or workflow. Think of them as high-level categories that help you sort and manage incoming requests for reporting needs.Some examples of queues: Based on the team or department handling the request (Billing, Technical Support...