User Management
From Roles, Groups to SSO, learn how to manage users
Enterprise Single Sign On with SAML
Mojo Helpdesk supports Secure Assertion Markup Language (SAML), which is a mechanism that allows single sign-on (SSO) using identity providers such as Active Directory, LDAP, Google, Office 365 etc. SAML eliminates the need for maintaining various credentials for various applications and reduces ...
How can I integrate my helpdesk with Azure Active Directory?
Mojo Helpdesk allows you to connect with Azure Active Directory in two different ways. The first option allows a user to login to a Mojo Helpdesk account using his or her Active Directory login credentials. The second allows you to add Mojo Helpdesk as a tenant in Azure Active Directory.Following...
"Email has already been taken" Error Message
In the process of adding a contact or an agent, an admin may encounter the error message that the email has already been taken. This means that there is already an account associated with the entered email address. I received the error message as I was trying to add an agent. From Admin Setting...
How to set agent queue permissions
What is an Agent? An agent is a user role in Mojo Helpdesk. Agents are users who can view and respond to tickets. They are considered help desk staff. By default, agents have access to all tickets (all queues). However, agents can be restricted to tickets only in specific queues. Setting agent pe...
How to add an agent
Agents are considered help desk staff. They can view and answer tickets, and their access level depends on the role assigned to them. There are three agent roles, each with its own set of permissions: Owner / Admin Manager Agent View this article for a breakdown of agent roles and their p...
User Groups
How to limit a ticket form to specific users (groups)
By default, all users possess access to all ticket forms available on the HelpCenter page for the creation of new tickets. However, it is possible to restrict the visibility and availability of specific ticket forms to designated user groups only.The following procedure outlines the steps require...
Benefits of adding users to a Group
Users may be assigned to a "Group," which serves as a categorical organization akin to a directory. This facilitates the aggregation of users with shared affiliations, such as employees of the same organization.The following rationale supports the segmentation of users into groups: Reporting: A...
User roles and permissions
User role hierarchy Let's start with the definition of user: User: anyone with a Contact or Staff profile record that can create a ticket on the helpdesk. Contact A contact is a user that creates tickets. They typically will be customers, employees, team members, or the general public. Contacts...
How to share tickets among users/contacts
By using the Group assignment and Group Access Rights, you can give users/contacts read and write access to tickets that are created/submitted by other users assigned to the same group.A User/Contact can only be assigned to one Group at one time, however it is possible to give a User ‘comment’ or...
Single Sign On (SSO)
My Google SSO isn't working.
If you try to login using your Google email address and it is not allowing you access, then your domain is not configured to use OpenID. This is a Google setting that first must be changed before you can use SSO in Mojo.To change this, a Google Apps admin must login to their Google Apps account ...
Getting an Open ID 2.0 error when logging in via Google Apps?
Open ID 2.0 is no longer supported by Google. Mojo Helpdesk's updated version is available in the Marketplace so if you have an older installation and are receiving an error when logging in, you will simply need to integrate with the latest release.To do this, you will need to remove the old vers...
Enterprise Single Sign On with SAML
Mojo Helpdesk supports Secure Assertion Markup Language (SAML), which is a mechanism that allows single sign-on (SSO) using identity providers such as Active Directory, LDAP, Google, Office 365 etc. SAML eliminates the need for maintaining various credentials for various applications and reduces ...
How can I integrate my helpdesk with Azure Active Directory?
Mojo Helpdesk allows you to connect with Azure Active Directory in two different ways. The first option allows a user to login to a Mojo Helpdesk account using his or her Active Directory login credentials. The second allows you to add Mojo Helpdesk as a tenant in Azure Active Directory.Following...