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.A comprehensive list of these message types, along with instructions on how to disable them, can be found in this knowledge base article. Note, there are some critical system messages that cannot be disabled (and so th...
How can I prevent the help desk from sending certain email notifications?
Admins can control which emails are sent to contacts/users and staff/agents. Here is a description of the automated email notifications sent by the system and how to stop them from being sent. New Ticket Email Notification for Ticket Requester/Creator This email is generated by a Mojo bot and is ...
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...