Managing Tickets icon

Managing Tickets

Can deleted tickets be restored?

Deleted tickets are unable to be restored, however you are able to track deleted tickets in the 'Event Log'.  Admin > Account > Event Log You are able to view the original ticket and which staff member deleted the ticket and when.

How do I customize the ticket list?

You can customize the columns and the amount of detail in the ticket view list. Watch this video to learn how.

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 turn...

Why can't my users see the form I just created?

Users might not be able to view the ticket form you recently created for a couple of reasons: You did not publish your form after you created it. You did not make the form 'visible' to end users. (You can fix this by opening your form and clicking 'edit' > visibility: all users.

Event log

Mojo Helpdesk records most user actions in an event log. Events are kept for a certain period of time. Event log retention policy varies based on the help desk plan.

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...

Import & Export icon

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 separated ...

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 ...

Help Center icon

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...

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 the help desk system administrator to create a CNAME record that point...

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...