Security
Privacy, terms and conditions and settings to keep the bad guys out
Compliance
Mojo Helpdesk adheres to HIPAA and GDPR regulations, and is formally registered under the EU-US Privacy Shield framework. We are prepared to execute Business Associate Agreements (BAAs) with clients requiring HIPAA compliance. Furthermore, our Data Processing Agreement (DPA) is publicly available...
Ticket and user creation quota
If you see this alert symbol at the top right of your browser, it means your account is new and currently has a limit set on the number of users and tickets that can be created until you are verified as a valid account:In effort to limit the spam and potential scams, Free Trial and new subscripti...
SSL certificate failed
SSL certificates are issued automatically using Let's Encrypt.Sometime (mostly due to DNS records misconfiguration) it is possible a failure to occur in certificate issuance.If you get a warning message about failed certificate, please open a ticket at https://help.mojohelpdesk.com, and we will w...
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...
Two-Factor Authentication: Recovering access to a staff account
When 2FA is required, staff members are prompted to complete setup at the next sign-in. Passcodes can be received by: An authenticator app, or Via email During setup, a recovery code will also be provided. These can be used in case access to the authentication app is lost.If the recovery co...
Managing Two-Factor Authentication for Admins
Two-factor authentication (2FA) adds an extra layer of security to staff accounts. With 2FA required, staff members must provide a 6-digit passcode in addition to their password when signing in. This passcode can be retrieved using an authenticator app or via email.Note: Two-factor authentication...
Configuring Temporary Access Pass (TAP)
Temporary Access Pass (TAP) is a time-limited passcode that allows users to authenticate without needing their usual credentials. Use cases A user can use TAP for authentication in scenarios such as: Lost authentication method: If a user loses access to their 2FA device or password, a TAP allo...
Email Address Confirmation and Verification
Mojo Helpdesk uses email addresses to uniquely identify contacts. When a new contact is created, an email is automatically sent to inform them of their new account. The contact remains unverified until the contact clicks on the verification link in the email, or until a Mojo admin marks the conta...
Mojo Helpdesk Authentication and Security Settings
Admins can choose the authentication method that best fits their organization’s needs.Mojo Helpdesk uses email addresses to uniquely identify contacts. Mojo authentication methods Email and Password Standard option for all users Admins can define password requirements Admins can also requi...
Advanced Security: Whitelist and Blacklist
Admins can control access to the helpdesk by using whitelists and blacklists to filter users by domain name, IP address, email address or language. These filters apply to user actions such as logging in, registering, and creating tickets (via email or the web). Whitelist Use a whitelist to explic...