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'.  plaintext 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. [youtube-video rledlOorEBM ]

Bulk ticket updates

Bulk actions on tickets are possible from the ticket list. Select the tickets you want to update, then choose an action. /api/v3/mojo_files/910992

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 turne...

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. /api/v3/mojo_files/910754

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 match ...

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 (https://help.mojohelpdesk.com/he...

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 (https://help.mojohelpdesk.com/help/article/115436) as a starting point. You can import up to 3000 users at a ...

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 (https://help.mojohelpdesk.com/help/article/11540...

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 (https://help.mojohelpdesk.com/help/article/208946) and then import the tickets (https://help.mojohelpdesk.com/help/article/115445). When importing tickets, yo...

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 (https://help.mojohelpdesk.com/help/article/1154...

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 (https://help.mojohelpdesk.com/help/a...

Email FAQs icon

Email FAQs

How do I prevent the system from sending some emails?

You are able to prevent Mojo from sending several emails to users and staff. Here is a description of the emails and how to stop them from being sent. New User Welcome Email This email contains Mojo's system login credentials and is sent when any new user is created in the helpdesk. You can tur...

Email channel configuration

When the email channel is enabled, users can create and answer tickets via email. Out of the box, Mojo help desks can use the built-in email capability. Goto to admin > channels > email to enter an email address for each queue as needed. Email addresses will be in the form of @.mojohelpdesk.com. ...

Email-to-ticket creation is not working

If you followed the steps here to set up email to ticket creation (https://help.mojohelpdesk.com/help/article/115366) but are still having issues, most likely your current settings are preventing the email from coming through. Here are a couple of things you can do to troubleshoot: Are you allowi...

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 (https://help.mojohelpdesk.com/help/article/115421). There are some messages though, that cannot...

Not receiving emails from Mojo Helpdesk?

In some cases emails may be rejected by an email server or be classified as spam. For these cases, it will help to whitelist Mojo Helpdesk's email server IP and domain names:    - IP: 54.149.252.182  - Host name: mail.app.mojohelpdesk.com (http://mail.app.mojohelpdesk.com) Domain: mojohel...

(Custom Domain) How to permit Mojo to send an email in behalf of your organization domain

For helpdesk accounts that use a custom domain, there are a few things you can do to allow Mojo's email server to send emails using your organization's domain name. This will be a way to prevent the "phishing" warning email. Please add the following SPF (TXT) record for your main domain: "v=s...

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 for log...

How to customize my help desk domain name?

If your plan subscription includes it, you can use your own domain name for your help desk, e.g.: helpdesk.youcompany.com. Choose a sub-domain for your helpdesk account such as support.yourdomain.com Point a CNAME record in the DNS for the domain to app.mojohelpdesk.com Wait 12-24 hours for th...

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 (https://help.mojohelpdesk.com/help/a...

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 (https://help.mojohelpdesk.com/help/article/115408) 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 match ...