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...
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.
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...
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: Admin settings > Help desk > Settings > and in the Language settings section, select the preferred Helpdesk language. The local Time zone can also be set as neededAn Agent can change t...
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 ticket form into a website
Embedding a form on your website allows users to create tickets easily without leaving your website. Go to Admin settings > Channels > Embed Select the form you want to embed Customize the form attributes such as size, color, and other styling options to match your website’s look and feel Pr...
Troubleshooting ticket form visibility issues
Issue Users 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. Solution This issue often occurs when non-logged-in users la...
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 Admin Settings > 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 incoming ti...
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.
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 aw...
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 of adding users to a Group
Users may be assigned to a "Group," which serves as a categorical organization akin to a directory. This facilitates the aggregation of users with shared affiliations, such as employees of the same organization.The following rationale supports the segmentation of users into groups: Reporting: A...
Email Channel
Setting Up Email-to-Ticket Creation
Mojo Helpdesk supports email-to-ticket creation right out of the box.For example, when a customer sends an email to the queue email address, Mojo can automatically create a ticket in the corresponding queue. To configure email-to-ticket creation Go to Admin > Tickets > Queues to view the list ...
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 Admin Settings > 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 incoming ti...
What is the Pending Confirmation list?
A helpdesk setting exists that mandates end-user confirmation of submitted tickets via email, functioning as a spam filter.This primary setting is controlled within Admin Settings > Tickets > Settings. Locate the "Anonymous user security settings" section and verify the settings are as desired.Wh...
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. 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 > Settings Email channel on/of...
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 to send notifications to agents and users.This can be set in Admin settings > Channels > Email > Server configuration.Mojo mail service: The help desk will receive and send em...
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...
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
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?
A helpdesk setting exists that mandates end-user confirmation of submitted tickets via email, functioning as a spam filter.This primary setting is controlled within Admin Settings > Tickets > Settings. Locate the "Anonymous user security settings" section and verify the settings are as desired.Wh...
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...
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: Admin settings > Help desk > Settings > and in the Language settings section, select the preferred Helpdesk language. The local Time zone can also be set as neededAn Agent can change t...
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 ...
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 aw...
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...
Can tickets be merged?
The ticket merging functionality enables agents to consolidate duplicate tickets. This process supports the combination of two or more tickets, resulting in the closure of all but one, which serves as the target for the merge. Procedure for Merging a Single Ticket into Another: Access the tick...
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 automatic ticket assignment
Admins and Managers can leverage a Mojo bot to automatically assign tickets to agents. 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 ...
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...
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 field Use the query below, replacing the bracketed text with your custom field's system name (using underscores for spaces) and value (without underscores): c...
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...
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 panel While vi...
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?
Updating users in bulk in Mojo Helpdesk is done through a CSV file import.Preparing Your CSV File: If your helpdesk has the most current user data, consider exporting your users as a starting point. You can import a maximum of 3000 users at a time. The file must be saved as a CSV (comma-se...
How to import assets
For entities migrating from alternate help desk platforms, the transition may involve the migration of extant tickets, user profiles, and assets.The recommended sequence for the importation of data is detailed hereunder. Please consult the provided links for comprehensive instructions on each pro...
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?
Migrating from another help desk? You 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 Articles Importing a large number of 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 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...
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?
You can white label your helpdesk in the following ways: Custom Domain: Business and Enterprise plans allow you to customize your helpdesk domain. Remove Mojo Helpdesk Branding: On any paid plan (after the trial period), you can remove Mojo Helpdesk branding from the Help Center. To remove ...
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.
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...
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: Admin settings > Help desk > Settings > and in the Language settings section, select the preferred Helpdesk language. The local Time zone can also be set as neededAn Agent can change t...
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
Setting Up Email-to-Ticket Creation
Mojo Helpdesk supports email-to-ticket creation right out of the box.For example, when a customer sends an email to the queue email address, Mojo can automatically create a ticket in the corresponding queue. To configure email-to-ticket creation Go to Admin > Tickets > Queues to view the list ...
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 Admin Settings > Tickets > Settings, in the tickets security settings section ensure "Allow u...
Can I prevent a user from receiving any messages from the helpdesk?
The help desk system sends automated notifications to both agents and contacts.A comprehensive list of these message types, along with instructions on how to disable them, can be found in this knowledge base article. Note, there are some critical system messages that cannot be disabled (and so th...
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...
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...
Help Center
Brand the help center and customize the knowledge base
Securing the Knowledge Base
The Knowledge Base can be activated or deactivated by navigating to Admin settings > Help center & knowledge base > Settings.In the Settings interface, the Knowledge Base visibility can be configured according to the following options: Disable the display of the Knowledge Base entirely, by sel...
How to set up a custom help desk domain name
Certain plans allow for the use of a custom help desk domain, such as support.yourdomain.com. Setting up a subdomain Example: support.yourdomain.com Create a NAME record. Ask your DNS administrator to set up a CNAME record that points your subdomain to Mojo Helpdesk: For help desks host...
How do I import knowledge base articles?
Migrating from another help desk? You 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 Articles Importing a large number of 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...
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: Admin settings > Help desk > Settings > and in the Language settings section, select the preferred Helpdesk language. The local Time zone can also be set as neededAn Agent can change t...
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). However, agents can be restricted to tickets only in specific queues. Setting agent pe...
How to add an agent
Agents are considered help desk staff. They can view and answer tickets, and their access level depends on the role assigned to them. There are three agent roles, each with its own set of permissions: Owner / Admin Manager Agent View this article for a breakdown of agent roles and their p...