Publish the Frontend Agent Queue

This guide walks through the Agent Queue Joomla menu item, appropriate Joomla Access level, and testing with an active QCST Agent account.

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: Joomla Administrator → Menus → your frontend menu → New/Edit Menu Item.

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

  1. Create a Joomla menu item of type QC Support Ticket → Agent Queue.
  2. Use an appropriate Joomla Access level for support staff and publish it.
  3. Create/verify the user's active Frontend Agent record and Department scope in QCST Settings.
  4. Sign in as that Agent and open the menu item.
  5. Verify the queue loads only the allowed Departments; a Joomla menu Access level by itself does not make someone a QCST Agent.

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.

If it does not work as expected

  • If the queue is empty, verify Joomla menu Access, qcst.agent_access, the active Frontend Agent record, Department scope, and queue filters separately.

Menu Access and QCST Agent access are separate

Publishing the Agent Queue menu item makes the route available at the Joomla menu level; it does not turn every logged-in user into an Agent. The signed-in Joomla user must also satisfy QCST Agent access and have an active Frontend Agent record with Department scope. Test the route with a real Agent account and with a normal registered user who should be denied.

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.