General FAQ icon

General FAQ

How to allow ticket sharing among users in a group (Group Access Rights)?

With Groups, you can give users read and write access to tickets of other users in the same group. To allow ticket sharing or to enable Group Access Rights: You must make sure users are associated with the appropriate group. (Tip: You can update user profiles and put them into Groups using a CSV ...

Can I white label my helpdesk?

There are several ways to white label your helpdesk: On the Enterprise or Enterprise Plus plans you are able to customize your helpdesk domain. On any plan, once you are out of trial mode you will be able to remove Mojo Helpdesk branding from the Help Center. To remove Mojo's branding:Manage ...

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 on:Admin settings > Help desk > Settings > Language settings > Select the preferred Language > Select the TimezoneAn Agent can change their preferred Language and Timezone from their profile:Click on the...

Enterprise Login Options, Google, Azure AD, SSO

Mojo supports multiple log-in options for the helpdesk. Mojo authentication method Login with Google Login with Azure AD Enterprise SSO using JWT or SAML Mojo Authentication Method If your helpdesk admin has activated the Mojo authentication method, and you've forgotten your password,...

Merging Tickets

Merging tickets allows to group one or more tickets into one.NOTE: Merged tickets are automatically closed and cannot be reopened. However, they can still be viewed.Merging tickets can be a helpful practice in a ticketing system for various reasons. Here are some common scenarios where merging ti...