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 enabled the Mojo authentication method, you can request a new password by clicking on the "Forgot?" link in the password field of the login form. This will lead you to a form where you need to enter your email address, and click the "Request Password" button. An email will be sent to you with a login link, which will automatically log you in the helpdesk. You can then reset your password from your user profile.
It's possible that some users are unable to login with their Google credentials, due to the org's helpdesk settings. Contact an admin of your helpdesk to look at the setting in
Admin Settings > Security Configuration.
- If helpdesk admin DOES NOT allow unregistered users to submit tickets, then that means admins will need to create the user manually. As helpdesk admin, your options are to turn this setting ON (to allow unregistered users) or to manually create your user.
- If the helpdesk admin DOES allow unregistered users, then users are automatically created once they click on the Mojo app icon from their GSuite Apps menu. Once they do this, they will be 'registered' in the helpdesk and will then be able to use the Google SSO (single sign on) option from the helpdesk site page.
Missing login form In some cases a helpdesk admin might decide to hide email & password login fields, forcing all users to login with other options (etc. Google, Azure AD). If the user DOES NOT have Google or Azure AD account, they are unable to login to the helpdesk. If you are one of those users, and you have admin privileges on the helpdesk - use the following link, and it will show you the login form with the email & password fields: Login with email & password
Still having issues? We're happy to help. Open a ticket with us at https://help.mojohelpdesk.com/