Bulk ticket updates

Bulk actions on tickets are possible from the ticket list.Select the tickets you want to update, then choose an action.

What is the Pending Confirmation list?

A helpdesk setting exists that mandates end-user confirmation of submitted tickets via email, functioning as a spam filter.This primary setting is controlled within Admin Settings > Tickets > Settings. Locate the "Anonymous user security settings" section and verify the settings are as desired.Wh...

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...

Change Language and Timezone

How do I change the language of the helpdesk?An Admin can change the language of the helpdesk by navigating to:  Admin settings > Help desk > Settings > and in the Language settings section, select the preferred Helpdesk language. The local Time zone can also be set as neededAn Agent can change t...

What is the Pending Confirmation list and how can I use it to prevent Spam tickets from being created?

There is a Ticket Setting you can turn on that will require a ticket submitter/requester to confirm a ticket that they have submitted is valid (submitted either through the HelpCenter or by email) by responding to the confirmation email they receive after creating a new ticket.  This setting can ...

Ticket status definitions and categories

A ticket can be in one of the following statuses, which agents can use to manage their work: Individual ticket statuses: New: The ticket has just been created and is the default status for all new tickets. In progress: An agent is currently working on the ticket. On hold: The ticket is aw...

What is an event log? Can I see who made changes on a ticket?

The event log is a record of actions taken on a ticket either by the agent, the ticket creator, or a Mojo bot.There are two ways to access the event log. Ticket event log Agents can view the event log directly on a ticket. This is helpful for answering questions like: Who assigned me this tick...

How to use emojis in Mojo Helpdesk

For users who would like to add emoji to their messages, below are the steps to bring up an Emoji keyboard while on your computer. For Windows 10 Click or tap in the field you want to enter. Press either Windows + . (Period) or Windows + ; Emoji picker will display on the screen.  Click the...

Can tickets be merged?

The ticket merging functionality enables agents to consolidate duplicate tickets. This process supports the combination of two or more tickets, resulting in the closure of all but one, which serves as the target for the merge. Procedure for Merging a Single Ticket into Another: Access the tick...

Understanding ticket priorities

Prioritizing tickets ensures that critical issues receive immediate attention while lower-impact requests are handled efficiently. Below are the different ticket priority levels on Mojo Helpdesk. Emergency: Tickets that require immediate attention (ex. critical system issues or security breach...

Can old tickets be discarded without submitter's being notified?

It is possible to delete old tickets without sending any notification to the ticket requester, however this is generally not recommended as it can lead to poor customer service and frustration. We recommend that tickets should only be closed when the issue has been resolved to the customer's sati...

Setting up automatic ticket assignment

Admins and Managers can leverage a Mojo bot to automatically assign tickets to agents. Mojo bots are an efficient way to automate workflows based on specific events and conditions.For example, whenever a ticket is created, updated, or deleted, AND the ticket meets certain conditions, then a Mojo ...

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...

How to search for a ticket using custom fields

The Mojo ticket forms support custom fields. Here's how to format your search query if you're using custom fields. To search by a custom field Use the query below, replacing the bracketed text with your custom field's system name (using underscores for spaces) and value (without underscores): c...