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...

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 types of ticket statuses?

In Mojo Helpdesk, a ticket status can be set to: New, In progress, On hold, Information requested, Solution offered or Closed.  These ticket statuses will fall into one of two groups: New, In progress, On hold, and Information requested status are considered to be an Open ticket, and these are ti...

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

Email channel configuration

When the email channel is enabled, users can create and answer tickets via email.Out of the box, Mojo helpdesk account 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 <queue_name>@<hel...
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 ...

Managing Tickets

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 turned ...
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...
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 types of ticket statuses?

In Mojo Helpdesk, a ticket status can be set to: New, In progress, On hold, Information requested, Solution offered or Closed.  These ticket statuses will fall into one of two groups: New, In progress, On hold, and Information requested status are considered to be an Open ticket, and these are ti...
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...

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 ...

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...

Email FAQs

How do I prevent the system from sending some emails?

You are able to prevent Mojo from sending several emails/notifications to Contacts/Users and Staff/Agents. Here is a description of these automated email notifications and how to stop them from being sent.New Ticket Email Notification for Ticket Requester/Creator This email is generated by a M...
Email channel configuration

When the email channel is enabled, users can create and answer tickets via email.Out of the box, Mojo helpdesk account 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 <queue_name>@<hel...
Email-to-ticket creation is not working

If you followed the steps here to set up email to ticket creation 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 allowing unregistered users to create tickets? Take a look...
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 Helpdesk from sending certain email notifications?

You are able to prevent Mojo from sending certain emails/notifications to Contacts/Users and Staff/Agents. Here is a description of these automated email notifications and how to stop them from being sent. New Ticket Email Notification for Ticket Requester/Creator This email is generated by a Moj...

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

User Groups | Single Sign On (SSO)
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...