Add or Remove Ticket Labels

This guide shows available global/department labels, applying/removing them, and how labels support staff organization without changing status or priority.

Where this fits in QC Support Ticket

The Agent Queue is a frontend support workspace, not a shortcut around permissions. Every ticket action is checked against the Agent’s active QCST record and Department scope on the server, including assignment, replies, status/priority changes, attachments, bulk actions, and advanced ticket operations.

Primary location: QC Support Ticket frontend Agent Queue.

Before you begin

  • Confirm the site currently has Pro / Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.
  • Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.

How to do it

  1. Open a ticket in Agent Queue.
  2. Use the Labels control to choose a published global Label or a Department-specific Label valid for this ticket.
  3. Add the Label and save/update the ticket.
  4. To remove one, use the same control/removal action and save.
  5. Verify Labels help staff organize/filter work without changing the ticket's Status, Priority, Department or assignment.

Verify the result

  • The test Agent can open the Agent Queue and see allowed-Department tickets.
  • The same Agent is denied or does not receive tickets outside the configured Department scope.

What a label change affects

Adding or removing a label is an organizational action. It should not change who owns the ticket, which Department authorizes access, the ticket Status, its Priority, or whether the customer can see the ticket. Use labels for staff classification that does not belong in those other workflow dimensions.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.