User Management
From Roles, Groups to SSO, learn how to manage users
"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 Account admi...
Enterprise Single Sign-On with SAML and JWT
Mojo Helpdesk supports both Secure Assertion Markup Language (SAML) and JSON Web Tokens (JWT) for Enterprise Single Sign-On (SSO). These mechanisms allow users to authenticate using their organization’s identity provider, enabling a seamless and secure login experience with one set of credentials...
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...
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 a couple agent roles, each with its own set of permissions: Owner Admin Manager Agent How to add a new agent Note only agents with a manager o...
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...
User Groups
Creating a Ticket Form for a Specific User Group
Not all ticket forms need to be visible to everyone. A ticket forms could be designed specifically for employee use, such as reporting IT issues, requesting classroom equipment, or submitting internal facility requests.To prevent folks external to the organization (such as parents or customers) f...
Groups: How to share tickets among users/contacts
In Mojo Helpdesk, users/contacts can be assigned to a group to organize them by team, company, or department. Why use groups? Reporting: Track metrics such as the number of tickets submitted by a group or average response time to that group Restrict ticket submission: Limit a form to be use...
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...
Single Sign On (SSO)
Enterprise Single Sign-On with SAML and JWT
Mojo Helpdesk supports both Secure Assertion Markup Language (SAML) and JSON Web Tokens (JWT) for Enterprise Single Sign-On (SSO). These mechanisms allow users to authenticate using their organization’s identity provider, enabling a seamless and secure login experience with one set of credentials...
Finding the SHA1 fingerprint from Identity Providers (Azure, Okta and Onelogin)
The SHA1 fingerprint of the certificate is required when configuring SAML in Mojo Helpdesk. The steps to obtain it vary depending on the Identity Provider. Azure Open the Azure portal Navigate to Azure Active Directory → Enterprise Applications → All Applications Locate and open the Mojo Hel...
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...