Security
Privacy, terms and conditions and settings to keep the bad guys out
“User and ticket creation is limited” alert
What does the “User and Ticket Creation Limited” alert mean? A “User and Ticket Creation Limited” alert displayed in the top-right corner of the browser indicates that the account is new and has temporary limits on the number of users and tickets that can be created. These limits remain in place ...
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...
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...
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 or when a contact creates an email for the first time, an email is automatically sent to confirm the action. The contact remains unverified until the contact clicks on the verification link in the emai...
Event Log: See who did what and when
The event log is a record of all actions that occurred, answering questions like: Who assigned me this ticket? Was a notification sent to the customer? When did agent X last log in? Who made updates to this Mojo bot? Where to find the event log Event log report Visible only to a...
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...
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...
SSL certificate failed
SSL certificates are issued automatically using Let's Encrypt.Occasionally, certificate issuance may fail, most often due to DNS record misconfiguration.If a warning appears indicating that certificate issuance failed, please open a support ticket at https://help.mojohelpdesk.com. The support tea...
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...