Security
Privacy, terms and conditions and settings to keep the bad guys out
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...
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...
Recovering access to staff account
Using a Recovery Code to Regain Access to Your Account If you lose access to your authenticator app, you can use a recovery code to sign in. Recovery codes are provided when you first set up 2FA. Each code can only be used once.To use a recovery code: Enter your email and password to sign in. ...
Managing Two-Factor Authentication for Admins
Two-factor authentication (2FA) adds an additional layer of security to staff accounts. With 2FA required, staff members will need to 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 a...
Configuring Temporary Access Pass (TAP) in Mojo Helpdesk
Overview Temporary Access Pass (TAP) is a time-limited passcode that allows users to authenticate without needing their usual credentials. This feature is particularly useful in scenarios where a user has lost access to their authentication methods (e.g., lost phone or password). And also for pro...