Ticket Forms
Adding conditional logic to a ticket form
Conditional logic can be added to the fields in the ticket form. For example, if we have the question, “Are you married?”. If the user answers “yes”, we can show a set of questions. If the user answers “no”, then we show another set. This can be done while editing a form.
Can I specify the ticket form to use for tickets that are created by email?
Yes, admins and managers can specify the ticket form to use for any tickets created by email. To set a default form for all queues Go to Account administration > Forms & fields Look for the Default Form box on the right hand side. The default form will be the form that will be used by all inc...
Customizing the ticket form and fields
Start with Ticket Forms and Fields Overview as a foundation, then continue with the steps below.Agents must have an admin or manager role to manage ticket forms and fields. How to create a ticket form Click on the waffle icon on the upper right corner Select Account administration Navigate ...
How to embed a Mojo ticket form into a website
Embedding a form on your website allows users to create tickets easily without leaving your website.Note: Web channel must be enabled in order for a ticket form to be embedded. Go to Account administration > Channels > Embed Select the form you want to embed Customize the form attributes such...
Ticket Forms and Fields Overview
Mojo Helpdesk supports multiple ticket forms for each help desk account. By default, a help desk starts with a single ticket form, however admins can create multiple forms to fit their needs.Agents must have an admin or manager role to manage ticket forms and fields.Below is an example of a help ...
Ticket Resolutions
The resolution field in Mojo Helpdesk is a customizable dropdown used to track how tickets are resolved. Agents select from a predefined list of resolution types, which is shared across all ticket forms.Defining and consistently using resolution types can improve reporting and give better insight...
Ticket Status Definitions and Categories
A ticket can be in one of the following statuses, which agents can use to manage their work: Individual ticket statuses New: The ticket has just been created and is the default status for all new tickets. In progress: An agent is currently working on the ticket. On hold: The ticket is awa...
Ticket Types
The Ticket Type field in Mojo Helpdesk is a customizable dropdown that can be tailored to fit your organization’s needs. Because this field is shared across all ticket forms, it is especially useful for reporting and analyzing trends.Examples of how ticket types can be used include: Locations ...
Troubleshooting ticket form visibility issues
Issue Users encounter problems when creating tickets. Specifically, they cannot find or choose a particular ticket form from the provided drop-down menu. Furthermore, the desired ticket form is not available to be embedded in a website. Solution This issue often occurs when non-logged-in users la...