Configure Agent Notification Preferences

This guide shows the frontend Notification Preferences area and how an Agent can control supported QCST event emails without changing global administrator templates.

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 the Agent Queue user/preferences area and locate Notification Preferences.
  2. Review the QCST event emails the Agent can opt into/out of.
  3. Change only personal delivery preferences; global template wording and global outbound mail settings remain administrator controls.
  4. Save and trigger a safe test event (for example an assignment/customer reply) to confirm the preference behaves as expected.

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.

Notification preferences do not override event eligibility

An Agent preference can reduce or shape personal notifications where the Pro control supports it, but it does not make an out-of-scope Agent eligible for a ticket. Department authorization, assignment/shared-queue event logic and the specific notification event are evaluated separately from the Agent’s personal preference.

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.