Helpdesk Configuration
Set up the help desk so that it fits the organization perfectly
How do I install Mojo Helpdesk in Google Apps?
Through the Mojo Helpdesk app on the Google Apps Marketplace, you can associate an existing helpdesk or create a new helpdesk.Here is how to make the integration: Logged in as Admin in Google Apps, go to Apps > Marketplace Apps. Search for Mojo Helpdesk and click Domain Install. Click Continu...
Mojo Helpdesk Beta Program
Help make the next releases of Mojo Helpdesk our best yet. As a member of the Mojo Helpdesk Beta Program, you can take part in shaping Mojo Helpdesk by trying pre-release versions and letting us know your feedback. How can my helpdesk participate? As a member of the Mojo Helpdesk Beta Program, yo...
SSL certificate failed
SSL certificates are issued automatically using Let's Encrypt.Sometime (mostly due to DNS records misconfiguration) it is possible a failure to occur in certificate issuance.If you get a warning message about failed certificate, please open a ticket at https://help.mojohelpdesk.com, and we will w...
Can old tickets be discarded without submitter's being notified?
It is possible to delete old tickets without sending any notification to the ticket requester, however this is generally not recommended as it can lead to poor customer service and frustration. We recommend that tickets should only be closed when the issue has been resolved to the customer's sati...
Ticket Forms
How to embed a Mojo form into my website?
Go to the embed channel and pick the form you want to embed. Change the form attributes (size, color, etc…) as needed. Preview to see how it looks then copy the code and paste it in the page of your website just before the closing body tag.
Users cannot see a specific ticket form
Problem When creating a ticket, a user is unable to see/select a specific ticket form in the (ticket form) drop down selection The ticket form is not available to be embedded in a website Solution In most case, this occurs when non-logged in users do not have access to the ticket queue se...
Can I specify the Ticket Form to use for tickets that are created by email?
Yes, you can specify the ticket form to use for any tickets created by email.To set ONE form as the default form, you can do so in for Admin Settings -> Ticket Forms and then look for the Default Form box. The default form will be the one that will be used by all incoming tickets created by email...
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.
What are the different ticket statuses?
A ticket can be set to one of the following statuses by an agent: New: The ticket has just been created. This is the default status for all newly created tickets In progress: There is ongoing work on the ticket. On hold: The ticket is waiting for an event to happen. No wo...
Google Apps Integration
How do I install Mojo Helpdesk in Google Apps?
Through the Mojo Helpdesk app on the Google Apps Marketplace, you can associate an existing helpdesk or create a new helpdesk.Here is how to make the integration: Logged in as Admin in Google Apps, go to Apps > Marketplace Apps. Search for Mojo Helpdesk and click Domain Install. Click Continu...
How do I break the Google Apps integration?
If you already associated Mojo Helpdesk account with your Google Apps domain, but want to remove that association, there are two things you need to do.As Admin in Mojo Helpdesk Login to the Mojo account Go to the Admin Settings (cog icon on the left control panel) Choose the Help desk section...
My Google Apps integration isn't working, what should I do?
If you have followed all the steps to make the association and you get a message that reads, "failed to associate helpdesk" it could mean: You already have an integration made to your Google Apps account with a different Mojo Helpdesk account (maybe someone from your company already tested it be...
Benefits to Grouping Users
Users can be placed into a "Group". One way to look at this is like a folder. For example, users from the same company can be placed in the same group.Below are some reasons to organize your users into groups.: Reporting: Determine the number of tickets opened by a group, or the agent response ...
Email Channel
Can I specify the Ticket Form to use for tickets that are created by email?
Yes, you can specify the ticket form to use for any tickets created by email.To set ONE form as the default form, you can do so in for Admin Settings -> Ticket Forms and then look for the Default Form box. The default form will be the one that will be used by all incoming tickets created by email...
What is the Pending Confirmation list?
There is a helpdesk setting which requires the end user to confirm a ticket they submitted (via their email). This acts as a spam catch.The main setting is managed in Admin Settings > Helpdesk Configuration. Scroll down until you see the "Tickets Pending Confirmation" section.When this is turned ...
What is the Pending Confirmation list and how can I use it to prevent Spam tickets from being created?
There is a Ticket Setting you can turn on that will require a ticket submitter/requester to confirm a ticket that they have submitted is valid (submitted either through the HelpCenter or by email) by responding to the confirmation email they receive after creating a new ticket. This setting can ...
Email channel settings
Mojo Helpdesk supports email-to-ticket creation right out of the box. With this feature, an email can be sent to create a ticket. For example, when an email is sent to support@company.com, a ticket is created in the corresponding Support queue.The applicable settings can be found in Admin > Chann...
Use Gmail to send and receive emails in Mojo
If you have a Gmail mailbox (e.g. support@newco.com), Mojo Helpdesk can retrieve emails from this mailbox and create tickets. It will also use Gmail to send emails to ticket creators and agents.This is a step-by-step guide on how to configure Mojo and Gmail. Mojo leverages IMAP for receiving emai...
Bring your own mail server to Mojo
Organizations can choose whether to use the built-in Mojo mail server (default), or whether to use their own email server. This can be set in Admin > Channels > Email > Server configuration.Mojo mail service: The help desk will receive and send emails via the Mojo mail service. This is the defaul...
How to tell if a ticket or message was created by email
There are two easy ways to identify if a ticket or response in Mojo was created via email: Method 1: Check the header Open the ticket Look at the top right corner of the message box which shows the created date If there is an envelope icon, this means that the ticket was created by email Cl...
Managing Tickets
Bulk ticket updates
Bulk actions on tickets are possible from the ticket list.Select the tickets you want to update, then choose an action.
What is the Pending Confirmation list?
There is a helpdesk setting which requires the end user to confirm a ticket they submitted (via their email). This acts as a spam catch.The main setting is managed in Admin Settings > Helpdesk Configuration. Scroll down until you see the "Tickets Pending Confirmation" section.When this is turned ...
Tips for Using the Mojo Search Engine
Here are a few tips to take advantage of Mojo's search engine. Mojo searches the title and description of the ticket including custom fields and ticket comments. Search performs an exact lookup unless a wildcard symbol such as * or ? is used. Wild Card Searches Examples: serv*s will ma...
What is the Pending Confirmation list and how can I use it to prevent Spam tickets from being created?
There is a Ticket Setting you can turn on that will require a ticket submitter/requester to confirm a ticket that they have submitted is valid (submitted either through the HelpCenter or by email) by responding to the confirmation email they receive after creating a new ticket. This setting can ...
What are the different ticket statuses?
A ticket can be set to one of the following statuses by an agent: New: The ticket has just been created. This is the default status for all newly created tickets In progress: There is ongoing work on the ticket. On hold: The ticket is waiting for an event to happen. No wo...
What is an event log? Can I see who made changes on a ticket?
The event log is a record of actions taken on a ticket either by the agent, the ticket creator, or a Mojo bot.There are two ways to access the event log. Ticket event log Agents can view the event log directly on a ticket. This is helpful for answering questions like: Who assigned me this tick...
How to use emojis in Mojo Helpdesk
For users who would like to add emoji to their messages, below are the steps to bring up an Emoji keyboard while on your computer. For Windows 10 Click or tap in the field you want to enter. Press either Windows + . (Period) or Windows + ; Emoji picker will display on the screen. Click the...
How do I merge tickets?
The ticket merge feature allows agents to combine duplicate tickets. This can be done with two or more tickets, leaving one open while the others are closed and merged into it. To merge a single ticket into another: Open the ticket that will be closed and merged Click on the 3 dots on the upp...
Understanding ticket priorities
Prioritizing tickets ensures that critical issues receive immediate attention while lower-impact requests are handled efficiently. Below are the different ticket priority levels on Mojo Helpdesk. Emergency: Tickets that require immediate attention (ex. critical system issues or security breach...
Can old tickets be discarded without submitter's being notified?
It is possible to delete old tickets without sending any notification to the ticket requester, however this is generally not recommended as it can lead to poor customer service and frustration. We recommend that tickets should only be closed when the issue has been resolved to the customer's sati...
Setting up auto-assignment of new tickets
Admins and Managers can create Mojo bots to automatically assign tickets to Agents. Mojo bots are an efficient way to automate workflows based on certain conditions of a ticket. Whenever a ticket is created, updated or deleted, and the ticket meets certain conditions, then the Mojo bot will execu...
Import & Export
How do I import users?
If you are migrating from another help desk, then you may have existing tickets, users and assets you may want to move.The recommended order of importing is as follows. Click on each of the items for more information on how to best import. Users (below) Assets Tickets Knowledge Base Articles...
How do I update users through a CSV import?
With Mojo Helpdesk, you can update your users in bulk using a CSV file import. Prepare your CSV file for import. Note if the helpdesk has the most recent data, you can export your users as a starting point. You can import up to 3000 users at a time. File must be saved in CSV (comma sep...
How to import assets
If you are migrating from another help desk, then you may have existing tickets, users and assets you may want to move.The recommended order of importing is as follows. Click on each of the items for more information on how to best import. Users Assets (below) Tickets Knowledge Base Articles...
How do I import tickets and assets that are linked?
You are able to import linked assets and tickets while preserving their association. To do this, first you'll need to import the assets and then import the tickets.When importing tickets, you will need to map the columns from your CSV file with ticket's fields. One of the fields would be the asse...
How do I import tickets?
If you are migrating from another help desk, then you may have existing tickets, users and assets you may want to move.The recommended order of importing is as follows. Click on each of the items for more information on how to best import. Users Assets Tickets (below) Knowledge Base Articles Im...
How do I import knowledge base articles?
If you are migrating from another help desk, then you may have existing tickets, users, assets, and articles you may want to move.The recommended order of importing is as follows. Click on each of the items for more information on how to best import. Users Assets Tickets Knowledge Base Articles ...
How to Export Tickets
There are two ways for you to export the tickets. For Agents, they can just go to their assigned tickets: My assignments> click on the three dots at the right side of the page > export (CSV file)For Admins and Managers go to : Admin settings> Help desk > Export data > New ticket export Click on t...
Integrations
How to add tickets with a due date to Google Calendar?
Yes, using a service called Zapier, Mojo Helpdesk can create Google Calendar Events based on some ticket conditions. Note this integration works using the API. Your Mojo Helpdesk plan should include an API allotment.To create the Zap, login to your Zapier account. In Zapier, search for Mojo H...
ClassLink Integration
ClassLink | Single Sign-On for EducationMojo Helpdesk is integrated with ClassLink - a single sign-on platform for K-12 schools and higher education institutions, providing students, educators, IT staff, and even parents, easy access to multiple web applications and services.The integration allow...
API - About the Mojo Helpdesk REST API
The Mojo Helpdesk API enables 3rd party developers to create, edit, update, delete, and export tickets, users and comments. The API documentation and examples are located here: https://github.com/mojohelpdesk/mojohelpdesk-api-doc Developers are encouraged to submit code snippets and pull requests.
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...
General FAQ
Can I white label my helpdesk?
There are several ways to white label your helpdesk: On the Enterprise or Enterprise Plus plans you are able to customize your helpdesk domain. On any plan, once you are out of trial mode you will be able to remove Mojo Helpdesk branding from the Help Center. To remove Mojo's branding:Manage ...
Tips for Using the Mojo Search Engine
Here are a few tips to take advantage of Mojo's search engine. Mojo searches the title and description of the ticket including custom fields and ticket comments. Search performs an exact lookup unless a wildcard symbol such as * or ? is used. Wild Card Searches Examples: serv*s will ma...
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...
Can old tickets be discarded without submitter's being notified?
It is possible to delete old tickets without sending any notification to the ticket requester, however this is generally not recommended as it can lead to poor customer service and frustration. We recommend that tickets should only be closed when the issue has been resolved to the customer's sati...
Email FAQs
Email-to-ticket creation is not working
If you followed the steps to set up email-to-ticket creation but are still having issues, there's a chance your current settings are preventing the email from coming through as tickets. Here are a couple of things you can do to troubleshoot: Are you allowing unregistered users to create tickets? ...
Can I prevent a user from receiving any messages from the helpdesk?
The help desk sends out automated notifications to agents and users.You can find a list of the different types of messages sent by the helpdesk plus how you can turn them off in this KB article.There are some messages though, that cannot be turned off. In order to prevent a user from receiving an...
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...
Help Center
Brand the help center and customize the knowledge base
Securing the Knowledge Base
Toggling the Knowledge Base You can enable or disable the Knowledge Base by going to Admin > Help Center section > Settings In Settings, the knowledge base can be configured as follows: Display knowledge base in the Help Center for all users Display knowledge base in the Help Center for l...
Setting up a help desk domain name
If the help desk plan subscription includes this feature, a custom domain name can be set, e.g.: support.yourdomain.com or yourdomain.com. Using a subdomain of a domain name (CNAME record) Example: support.yourdomain.com Ask your DNS network administrator to add a CNAME record support.yourdoma...
How do I import knowledge base articles?
If you are migrating from another help desk, then you may have existing tickets, users, assets, and articles you may want to move.The recommended order of importing is as follows. Click on each of the items for more information on how to best import. Users Assets Tickets Knowledge Base Articles ...
Can all agents create and edit articles in the knowledge base?
Agents with Manager level permissions (and above) can create, update or delete articles in the helpdesk. Refer to this article for the different user roles.
Tips for Using the Mojo Search Engine
Here are a few tips to take advantage of Mojo's search engine. Mojo searches the title and description of the ticket including custom fields and ticket comments. Search performs an exact lookup unless a wildcard symbol such as * or ? is used. Wild Card Searches Examples: serv*s will ma...
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). Additionally, agents can be given access to see and respond to tickets only in specifi...