Search and Filter the Agent Ticket Queue

This guide shows search, date, department, category, status, priority, assignment, sorting, page size, and pagination controls available to the Agent.

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

  1. Open Agent Queue and start with the broadest accessible view.
  2. Enter a search term such as ticket reference, requester or subject text.
  3. Apply the needed date, Department, Category, Status, Priority and assignment filters. Only Departments within the Agent's scope can become valid targets.
  4. Choose sorting/page size and use pagination to review the full result set.
  5. Clear filters deliberately when switching investigations so an old filter is not mistaken for a missing ticket.

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.

Filter in stages when the queue looks wrong

Start by clearing search and optional workflow filters, then apply one filter at a time. A ticket can be absent because its Department is outside Agent scope before the text/Status/Priority filter is even evaluated. When comparing with an administrator view, remember that an administrator-wide ticket list and a Department-scoped Agent Queue are not expected to contain the same records.

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.