Google Apps Integration icon

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...

Grouping users into groups

Users can be placed into a "Group". This is like a folder. For example you can group users from the same company into groups (e.g. IBM group). This is useful for: reporting purposes: for example, find out which customer / country / region opens the most tickets? allowing ticket sharing among g...

Enterprise Login Options, Google, Azure AD, SSO

Mojo supports multiple log-in options for the helpdesk. Mojo authentication method Login with Google Login with Azure AD Enterprise SSO using JWT or SAML Mojo Authentication Method If your helpdesk admin has activated the Mojo authentication method, and you've forgotten your password,...

Managing Tickets icon

Managing Tickets

Deleting Tickets and Trash Can

FAQsHow to delete tickets? What is the retention period for a deleted ticket in the trash can? Is it possible to retrieve a deleted ticket? How do we permanently delete a ticket? Can a ticket that has been permanently deleted be recovered?Who can delete tickets? Admins and Managers can delete tic...

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 ...

Ticket Form Visibility and Allow Attachment

Why can't my users see the form I just created?There are 2 reasons why the ticket form is unavailable to the users. The form you created is not published. The form is not 'visible' to end users. Go to Admin settings > Tickets > Forms & Fields > Select the Form > Update the Visibility option> ...

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...

Change Language and Timezone

How do I change the language of the helpdesk?An Admin can change the language of the helpdesk on:Admin settings > Help desk > Settings > Language settings > Select the preferred Language > Select the TimezoneAn Agent can change their preferred Language and Timezone from their profile:Click on the...

Merging Tickets

Merging tickets allows to group one or more tickets into one.NOTE: Merged tickets are automatically closed and cannot be reopened. However, they can still be viewed.Merging tickets can be a helpful practice in a ticketing system for various reasons. Here are some common scenarios where merging ti...

Time Spent Tracking and Report

Agents can record the time spent on tickets while adding a message. This functionality is exclusively available in the Enterprise plans.1. Open the ticket you're working on. 2. Select 'reply' to add a message. 3. Click on the clock icon at the top right of the text box to access the timer. 4. The...

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 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 ...

General FAQ icon

General FAQ

How to allow ticket sharing among users in a group (Group Access Rights)?

With Groups, you can give users read and write access to tickets of other users in the same group. To allow ticket sharing or to enable Group Access Rights: You must make sure users are associated with the appropriate group. (Tip: You can update user profiles and put them into Groups using a CSV ...

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...

Change Language and Timezone

How do I change the language of the helpdesk?An Admin can change the language of the helpdesk on:Admin settings > Help desk > Settings > Language settings > Select the preferred Language > Select the TimezoneAn Agent can change their preferred Language and Timezone from their profile:Click on the...

Enterprise Login Options, Google, Azure AD, SSO

Mojo supports multiple log-in options for the helpdesk. Mojo authentication method Login with Google Login with Azure AD Enterprise SSO using JWT or SAML Mojo Authentication Method If your helpdesk admin has activated the Mojo authentication method, and you've forgotten your password,...

Merging Tickets

Merging tickets allows to group one or more tickets into one.NOTE: Merged tickets are automatically closed and cannot be reopened. However, they can still be viewed.Merging tickets can be a helpful practice in a ticketing system for various reasons. Here are some common scenarios where merging ti...

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 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 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...

Change Language and Timezone

How do I change the language of the helpdesk?An Admin can change the language of the helpdesk on:Admin settings > Help desk > Settings > Language settings > Select the preferred Language > Select the TimezoneAn Agent can change their preferred Language and Timezone from their profile:Click on the...

Enterprise Login Options, Google, Azure AD, SSO

Mojo supports multiple log-in options for the helpdesk. Mojo authentication method Login with Google Login with Azure AD Enterprise SSO using JWT or SAML Mojo Authentication Method If your helpdesk admin has activated the Mojo authentication method, and you've forgotten your password,...