Email FAQs
Setting Up Email-to-Ticket Creation
Mojo Helpdesk supports email-to-ticket creation right out of the box.When a customer emails a queue’s address, Mojo creates a ticket in that queue automatically. How to configure Go to Admin > Tickets > Queues Create or edit a queue: Click + new or the pencil icon Expand optional settings ...
Email-to-ticket creation is not working
Having trouble with email-to-ticket creation after following the setup steps? Your current settings might be the cause.Here's how to troubleshoot: Security Configuration: Allow Unregistered Users: In Admin Settings > Tickets > Settings, in the tickets security settings section ensure "Allow u...
Can I prevent a user from receiving any messages from the helpdesk?
The help desk system sends automated notifications to both agents and contacts.Email notifications are classified into two categories: System notifications These are emails sent to help desk staff, including the password reset email (sent both to staff and contacts) System notifications ...
Office 365 email forwarding is not working
Office 365 has recently made some changes to their system, in which they are no longer allowing users to forward to external emails. If you are on O365 and you are using a company email address (helpdesk@yourdomain.com) instead of the Mojo queue email address, then you'll need to take the followi...
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...
Setting Up SPF for Email Forwarding in Mojo Helpdesk
When using your own domain (e.g. support@yourcompany.com) to forward emails into Mojo Helpdesk, it's important to ensure email deliverability and prevent your messages from being marked as spam. To do this, you need to update your domain’s SPF (Sender Policy Framework) record. Why SPF Is Importan...