Migrate your Mojo Helpdesk data

Tickets are the primary object in Mojo Helpdesk. The API supports full CRUD operations plus bulk export. We migrate tickets with their full message history, attachments, status, priority, owner assignment, and SLA timers intact. Custom ticket fields map as long as the target schema accommodates them.

Agents are migrated via the Users endpoint. Mojo requires an email as a unique identifier. We map agent roles (admin, agent) and preserve team assignments. Bulk CSV import allows up to 3000 users per operation, so large agent populations are chunked accordingly.

Customer contacts are stored separately from agents and are created automatically when a ticket is submitted by a new email address. We preserve contact records with company affiliation, phone, and custom contact properties during migration.

Queues are the routing units in Mojo Helpdesk — tickets land in queues based on email routing rules or form submissions. We replicate queue assignments and routing rules during migration, ensuring tickets land in the correct queue on the destination platform.

Every reply from agents and customers on a ticket is stored as a comment. We preserve the full conversation thread including internal staff notes, customer replies, and CC'd participants. Comment ordering is maintained by timestamp.

Tags in Mojo Helpdesk are applied to tickets for categorization. We map tags to the destination platform's equivalent (labels, tags, or categories) but note that Mojo tags are free-form text — no predefined taxonomy — so destination tag creation may require deduplication or normalization.

Mojo supports custom forms (Ticket Request, RMA Request, Purchase Request, etc.) that route submissions to specific queues. We migrate form structure and field definitions as configuration metadata. Form submissions themselves become tickets in the destination system.

Custom fields on tickets and users must be pre-created in Mojo Helpdesk before a CSV import runs. We flag any missing custom field definitions during migration scoping and guide customers to create them first, preventing silent field drops during import.

Articles are stored as standalone objects and linked to tickets via recommendation logic. We export article content, categories, and publish status. Note that knowledge base storage is tier-gated — Team plans have reduced storage quotas compared to Business and Enterprise.

Asset management in Mojo Helpdesk is optional and tracks laptops, software licenses, warranties, and contracts with ticket linkage. We migrate asset records including type, status, location, department, and maintenance history. The asset-ticket relationship is preserved during migration.

Mojo Helpdesk supports SLA timers that start on ticket creation, pause on customer reply, and alert before breach. SLA definitions (timeframes per priority level) are migrated as configuration. Note that basic SLA monitoring is a Team-plan feature, but advanced SLA controls require Business or Enterprise.

Canned responses are pre-written reply templates associated with queues or categories. We export template content and trigger conditions. Since canned responses are often tied to queue-specific language, destination mapping may require re-association with the corresponding destination queues.

Mojo bots trigger on ticket events (created, updated, deleted) and can assign, escalate, or send emails based on conditions. We document automation logic during migration but note that complex bot workflows often require manual reconstruction on the destination platform due to platform-specific syntax differences.

Mojo Helpdesk dashboards and reports (first response time, resolution time, agent workload, satisfaction scores) are UI-only constructs with no documented API for exporting report definitions or historical data beyond the 30-day window. We do not migrate report configurations.