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 ...
Enterprise Single Sign On with JWT
Mojo Helpdesk supports JWT (JSON Web Token), which is a mechanism that allows single sign-on (SSO) for Mojo Helpdesk using a secured exchange of user authentication data. When Enterprise Single Sign On with JWT is setup, users will be able to login to the help desk only through a proprietar...
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. Followin...
"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...
User Groups
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 ...
How do I restrict user access to certain queues?
As a default, users can open tickets for any queue. You can also limit ticket creators (users) to submit tickets only for certain queues. To do this, you will have to put that user in a group, and then limit the group's access only to the desired queue. Note, by default, users are not placed in ...
How do I limit a form to a specific user (group)?
As a default, users can access all the forms of the helpdesk. It is possible to show a specific form only to a specific group (of users). Here are the steps: 1) First, (if you don't have one already) you'll need to create a group for this user(s). You can do this by going to Admin Settings -> Use...
Can users search tickets in the user portal?
If you give a user group access, they will be able to use search filters. You are able to set the user up in their own group so they do not see any other tickets submitted by anybody else.
Grouping users into groups
Users can be placed into a "Group". This is like a folder. For example you can group users from the same company into groups (e.g. IBM group). This is useful for: reporting purposes: for example, find out which customer / country / region opens the most tickets? allowing ticket sharing among gr...
User Roles
User role hierarchy Let's start with a definition of the word user: User: a person using the help desk. A user could be a contact, ticket requester, a customer or an help desk agent. Contact A contact is a user that creates tickets. They typically are your customers, employees, team members. Cont...
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 accoun...
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 ve...
I am unable to log-in to my organization's helpdesk
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 enabled the Mojo authentication method, you can request a new password by clicking o...
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 ...
Enterprise Single Sign On with JWT
Mojo Helpdesk supports JWT (JSON Web Token), which is a mechanism that allows single sign-on (SSO) for Mojo Helpdesk using a secured exchange of user authentication data. When Enterprise Single Sign On with JWT is setup, users will be able to login to the help desk only through a proprietar...
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. Followin...