Helpdesk Configuration

Set up the help desk so that it fits the organization perfectly

Accessibility and Keyboard Navigation in Mojo Helpdesk

Last Updated: March 26, 2026Mojo Helpdesk supports keyboard navigation across the agent portal and user portal, allowing users to complete support workflows without a mouse.General Keyboard NavigationThe following keys are used to navigate the interface: Tab: move forward through interactive el...

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...

Change Language and Timezone

How do I change the language of the helpdesk?An Admin can change the language of the helpdesk by navigating to: Account administration > Help desk > Settings > and in the Language settings section, select the preferred Helpdesk language. The local Time zone can also be set as needed.An Agent can...

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 to customize the layout and content of email notifications

Mojo Helpdesk allows admins to customize layout and content of email notifications.Email notifications are classified into two categories: System notifications: Emails sent to help desk staff, including the password reset email (sent both to staff and contacts) Emails sent to contacts via a ...

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, you’...

SSL certificate failed

SSL certificates are issued automatically using Let's Encrypt.Occasionally, certificate issuance may fail, most often due to DNS record misconfiguration.If a warning appears indicating that certificate issuance failed: → If your domain uses CAA records, they must include:CAA 0 issue "letsencrypt....

Ticket Creation Channels

Mojo Helpdesk supports multiple ways to create tickets, making it easy to capture requests from both external customers and internal teams. Whether it's a support inquiry, IT issue, or a general service request, all tickets funnel into a single, organized system for streamlined resolution.All tic...

What languages are available?

Mojo Helpdesk currently supports the following languages: English French Spanish Portuguese Polish German Turkish Yoda Italian If there is a language you would like to propose we add, please let us know by submitting a ticket.

Ticket Forms

Adding Conditional Logic to a Ticket Form

Create smarter forms by adding conditional logic that shows or hides fields based on user input.For example, a software access request form includes a question asking whether requested access is temporary. Start date and end date can be set as dependent fields that only appear if the answer is ye...

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 inco...

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 suc...

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 await...

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

IssueUsers 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.SolutionThis issue often occurs when non-logged-in users lack ...

Google Apps Integration

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 Account administration section (Waffle icon at the top right of the browser page)...

How do I install Mojo Helpdesk in Google Apps?

Email Channel

Bring Your Own Mail Server to Mojo Helpdesk

Organizations can choose whether to use the built-in Mojo mail server (default), or whether to use their own email server to send notifications to agents and users.Where to find email server settingsTo locate your email server settings: Click the waffle icon in the top navigation. Select Accou...

Can I specify the ticket form to use for tickets that are created by email?

Email Channel Settings

Mojo Helpdesk supports email-to-ticket creation right out of the box. For example, a customer can send an email to support@company.com which will then create a ticket in the corresponding Support queue.The applicable settings can be found in Admin > Channels > Email > SettingsEmail channel on/off...

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 Clic...

Setting Up Email-to-Ticket Creation

Mojo Helpdesk supports email-to-ticket creation right out of the box.When a customer emails a queue’s address, Mojo creates a ticket in that queue automatically.How to configure Go to Admin > Tickets > Queues Create or edit a queue: Click + new or the pencil icon Expand optional settings ...

Setting Up SPF for Email Forwarding in Mojo Helpdesk

When using your own domain (e.g. support@yourcompany.com) to forward emails into Mojo Helpdesk, it's important to ensure email deliverability and prevent your messages from being marked as spam. To do this, you need to update your domain’s SPF (Sender Policy Framework) record.Why SPF Is Important...

The Pending Confirmation List

The pending confirmation list is a holding queue for ticket requests submitted by anonymous or unregistered users who have not yet verified their email address. These are not tickets yet. A request becomes a ticket only after the requester clicks the confirmation link sent to them, or an agent ap...

Use Google Gmail to send and receive emails in Mojo

Mojo Helpdesk can retrieve emails from a Gmail mailbox and create tickets automatically. It uses IMAP to receive emails and SMTP to send them.Prerequisites A Gmail account with a custom domain (e.g. support@yourcompany.com) Two-factor authentication (2FA) enabled on the Google account Step 1: E...

Use Microsoft 365 to send and receive emails in Mojo

Mojo Helpdesk can retrieve emails from a Microsoft 365 mailbox and create tickets automatically. It uses OAuth2 for secure authentication, IMAP for receiving emails, and SMTP for sending them. No passwords are stored.Prerequisites A Microsoft 365 account (Business Basic, Business Standard, or En...

What are queues? How to set up ticket categories

Queues are categories used to organize tickets by type, topic, team, or workflow. Think of them as high-level categories that help you sort and manage incoming requests for reporting needs.Some examples of queues: Based on the team or department handling the request (Billing, Technical Support...

Managing Tickets

Can old tickets be discarded without submitter's being notified?

Change Language and Timezone

Create and edit a saved search

Agents can search for tickets using filters, then save that search for future use. A saved search (custom view) provides quick access to filtered tickets without setting up the filters again.Built-in saved searchesMojo Helpdesk includes several built-in saved searches available to all agents: ...

Draft Autosave

Ticket comments and knowledge base articles autosave as agents write. Drafts are stored in a centralized location so agents can pick up where they left off at any time.What gets saved New tickets Ticket replies (public comments and staff notes) Edits to existing comments and staff notes Knowledg...

How to change the theme of the Mojo Helpdesk agent UI

Mojo Helpdesk allows agents to customize the look of their agent portal with a UI theme. The available options are: Light Dark Same as system (automatically matches your device’s settings) Yoda Mojo classic How to change your own UI theme Click the half-covered circle icon in the top right co...

How to customize and sort the ticket list

Agents can customize the ticket list to match their workflow, making it easier to scan and prioritize tickets.Available ticket list customization optionsAgents can: Choose which columns to display in the ticket list Adjust column widths to optimize space Drag and drop columns to reorder th...

How to Exclude a Ticket Rating

Admins/managers can exclude a customer satisfaction rating that doesn’t reflect the quality of the team’s work. The rating stays visible on the ticket for transparency but is excluded from the Mojo score calculation.Common reasons to exclude a rating: Rating was left on the wrong ticket Submitte...

How to make updates to multiple tickets (bulk actions)

Bulk actions allow agents to update multiple tickets at once, saving time and effort.Below are the available bulk actions: change status change priority change queue change type add a comment add a staff note merge manage tags watch list: add - remove assign to… To perform ...

How to merge a ticket or multiple tickets

Mojo Helpdesk allows agents to merge duplicate or related tickets into a single thread. When tickets are merged, all but one are closed. The remaining ticket (destination ticket) becomes the main thread that carries the conversation forward.Why merge a ticket?Merging helps keep your helpdesk orga...

How to search for a ticket using custom fields

The Mojo ticket forms support custom fields. Here's how to format your search query if you're using custom fields.To search by a custom fieldUse the query below, replacing the bracketed text with your custom field's system name (using underscores for spaces) and value (without underscores):custom...

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 to view a ticket creator's details on a ticket

Agents can quickly access a requester's contact details and conversation history through the right-hand side panel of the ticket view in Mojo Helpdesk.This provides the context needed for faster, more informed responses without having to open a new tab.To display the contact side panelWhile viewi...

Managing Ticket and Comment Deletion

This article explains what user roles can delete tickets and comments, how to allow deletion as admin, and how to delete tickets and comments.Help desk ticket deletion settingsBy default, agents with an Admin role can delete tickets.To disable ticket deletion entirely: Navigate to the waffle ic...

Setting up automatic ticket assignment

Mojo bots are an efficient way to automate workflows based on specific events and conditions.For example, whenever a ticket is created, updated, or deleted, AND the ticket meets certain conditions, then a Mojo bot can execute an action(s), such as assigning a ticket.Permissions requiredAn agent m...

The Pending Confirmation List

Ticket Resolutions

Ticket Status Definitions and Categories

Ticket Tags

Ticket tags offer an easy way to visually group tickets in Mojo Helpdesk. Tags are fully customizable and can be used to track projects, organize tickets with a shared root cause, or flag items that require special attention.Permissions requiredAgents must have a manager or admin role to create n...

Understanding activity timestamps in Mojo

By default, Mojo Helpdesk displays timestamps in a relative format to make it easier to interpret when events occurred. For example: “Just now” “5 minutes ago” “3 days ago” This can be found in the event log, or next to comments/staff notes. This format is used for several reasons: Qui...

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...

Using the Mojo search engine

There are two ways to search in Mojo.Use the filters in the search UI. Select options like status, queue, type, or assignee in the search drop down. Agents can also do an advanced search.Type directly in the search box. Enter words, phrases, or special search syntax. The tips below are specific t...

What are queues? How to set up ticket categories

Import & Export

Asset Import

Starting fresh or migrating from another help desk? If migrating, import in this order to keep everything connected: Users Assets (below) Tickets Knowledge base articles A few things to know before importing The import can create new asset types, locations, and departments but only at a sing...

How do I import knowledge base articles?

Migrating from another help desk? Agents with a manager or admin role can import existing tickets, users, assets, and knowledge base articles.The recommended import order is Users Assets Tickets Knowledge Base Articles (details below) Importing knowledge base articlesImporting a large ...

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 to export ticket data

Exporting ticket data can be useful for: Analyzing trends or performance outside of Mojo Helpdesk Backing up ticket records for internal archives or audits Sharing specific ticket data (including custom fields) with stakeholders who don’t have Mojo Helpdesk access When exporting tickets, ...

Import Linked Assets and Tickets

Assets and tickets can be imported while preserving their association. Import assets first, then tickets.When importing tickets, map the CSV columns to the ticket fields, including the asset field. Mojo uses the value in that field to find a matching asset, checking in this order and moving to th...

Import or Update Users

Mojo Helpdesk supports bulk user management via CSV, whether adding new users or updating existing ones.Prepare the CSV file File must be in .csv format, encoded as UTF-8 Up to 3,000 users per import To update custom user fields, make sure those fields exist in Mojo Helpdesk before importing If ...

User Import Overview

Starting fresh or migrating from another help desk? If migrating, import in this order to keep everything connected: Users (below) Assets Tickets Knowledge base articles Import users from CSVMojo Helpdesk supports bulk user import via CSV file, up to 3,000 users at a time.A few things ...

Integrations

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. It supports building custom workflows and integrations with other tools or systems.Accessing and using the API requires technical resources and developer experience. API doc...

ClassLink and Mojo Helpdesk Integration

Mojo Helpdesk integrates with ClassLink, a single sign-on (SSO) platform designed for K-12 and higher education. The integration lets students, staff, and IT teams access Mojo Helpdesk directly from the ClassLink LaunchPad — no separate login required.What this integration doesOnce set up, users ...

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 tickets with a due date to Google Calendar

Integrating Mojo Helpdesk with Google Calendar to create events from tickets with due dates is achievable through Zapier, a third-party automation service. This functionality leverages the application programming interface (API), and therefore, an active Mojo Helpdesk plan with API access is requ...

General FAQ

How to resolve the storage limit warning

Mojo automatically tracks total storage used across an account. When usage nears or exceeds the storage limit included in the plan, a disk quota warning is displayed to alert the team.Depending on the storage status, the system will display the following messages on the upper right corner of the ...

Can I white label my helpdesk?

White Labeling OptionsHelpdesk white labeling is available through the following options:Custom DomainBusiness and Enterprise plans support a custom helpdesk domain (for example, support.company.com).For setup instructions, see the Custom Help Desk Domain article.Remove Mojo Helpdesk BrandingOn a...

Can old tickets be discarded without submitter's being notified?

Change Language and Timezone

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 used ...

Mojo Helpdesk Achieves SOC 2 Type 2 Compliance

Mojo Helpdesk has successfully completed the SOC 2 Type II audit, conducted by an independent third-party auditor. This certification confirms that our internal controls and processes meet the rigorous standards set by the American Institute of CPAs (AICPA) for managing and securing customer data...

Mojo Helpdesk Release Notes

Mojo Helpdesk is always improving with new features, enhancements, and fixes. The latest updates are published on the Mojo Helpdesk Blog, under the Product category.Shortcut in the agent portalAgents can quickly access the release notes from within the platform: In the Mojo platform, click the ...

Printing Tickets in Mojo Helpdesk

Mojo Helpdesk’s print output is designed for clean, readable pages that make the most of available spaceBrowser print shortcutTo open the print dialog: Windows: Ctrl + P Mac: Command + P Tips for printing a ticket list Up to two lines of the ticket description are displayed in the prin...

What languages are available?

Email FAQs

Can I prevent a user from receiving any messages from the helpdesk?

The help desk system sends automated notifications to both agents and contacts.Email notifications are classified into two categories: System notifications These are emails sent to help desk staff, including the password reset email (sent both to staff and contacts) System notifications ca...

Email-to-ticket creation is not working

Having trouble with email-to-ticket creation after following the setup steps? Your current settings might be the cause.Here's how to troubleshoot:Security Configuration: Allow Unregistered Users: In Account administration > Tickets > Settings, in the tickets security settings section ensure "A...

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...

Setting Up Email-to-Ticket Creation

Setting Up SPF for Email Forwarding in Mojo Helpdesk

What are queues? How to set up ticket categories

Help Center

Brand the help center and customize the knowledge base

Change Language and Timezone

Customizing the Help Center

The Help Center is the help desk's customer-facing portal. It can be customized to match the organization’s branding and needs.The Help Center is comprised of: Knowledge Base – A library of articles and resources where users can find answers to their questions. User Portal – Lets users submi...

How do I import knowledge base articles?

How to create a knowledge base article

The Knowledge Base (KB) is a centralized library of helpful articles created for staff or end users.Agents must have manager (or higher) permissions to create, update, or delete knowledge base articles.To create a new KB article Click on the waffle icon on the upper right corner Select Knowled...

Managing the Knowledge Base

The Knowledge Base (KB) is a centralized library of helpful articles created for staff or end users. Articles can include text, links, images, and videos. The KB lives within the Help Center.Reasons to use the KB: Empower end users to quickly find answers on their own Ensure consistent respo...

Organize KB articles with Topics

Articles can be organized into Topics for easy navigation.Parent topics are displayed on the main help center page (ex. Troubleshooting, Warranty, Helpdesk 101). Child topics can be created within them.Agents must have manager (or higher) permissions to create, update, or delete topics and knowle...

Set Up a Custom Help Desk Domain (White Labeling)

By default, the help desk URL will be orgname.mojohelpdesk.com. Certain plans support the use of a custom help desk domain, such as support.yourdomain.com.Setting up a subdomainExample: support.yourdomain.comStep 1: Create a NAME recordA DNS administrator must create a CNAME (NAME) record that po...

User Management

From Roles, Groups to SSO, learn how to manage users

User Groups | Single Sign On (SSO)

"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 admin...

Agent Reply Signature

Agents can add a reply signature to their profile. The signature is automatically appended to replies to the ticket creator and public comments. It does not appear in staff notes.Add or edit a reply signature Click the your profile avatar in the top right corner and select Profile. Navigate to t...

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?

How to add an agent

Agents are help desk staff. They can view, respond to and be assigned tickets.The different agent rolesThere are a few agent roles, each with its own set of permissions: Owner Admin Manager Agent How to add a new agentNote only agents with a manager or admin/owner role have the ability ...

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 perm...