Change a Ticket Status from the Agent Queue
This guide shows selecting any active allowed status, saving the workflow change, and understanding customer-facing versus Agent status titles.
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
- 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
- Open the ticket and locate the Status control.
- Select one active Status allowed in the current workflow.
- Save the ticket change.
- Verify the Agent-facing title in Agent Queue and the customer-facing title in Support Portal are the intended wording for that same Status behavior.
Status is lifecycle state
Changing Status records where the ticket is in its support lifecycle. The selectable statuses come from the active QCST workflow definitions, and each definition maps to a status behavior such as NEW, OPEN, WAITING_CUSTOMER, WAITING_AGENT, ON_HOLD, RESOLVED, CLOSED or ARCHIVED.
Do not use Status as a substitute for
| Separate concept | Purpose |
|---|---|
| Priority | Urgency/ordering. |
| Assignment | Which Agent is responsible. |
| Label | Staff-facing organization. |
| Overdue threshold | Age/due-date reporting logic. |
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.
Changing Status can affect who is expected to act next
Statuses mapped to WAITING_CUSTOMER and WAITING_AGENT communicate different next-action expectations, while CLOSED/ARCHIVED represent non-active states. Choose the Status that matches the actual support state rather than using color or label preference alone. After the change, confirm the Agent Queue/customer view and any configured status-change notification reflect the intended state.
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.