Create a Department-Specific Email Template Version

This article explains selecting a department variant so one department can use different wording while the general/default template remains available.

Where this fits in QC Support Ticket

QCST sends through Joomla Mail. The Email Templates tab controls QCST sender/reply routing, retry/reminder/satisfaction options, template content, Department-specific variants, and delivery diagnostics; it does not replace Joomla’s underlying mail transport configuration.

Basic uses the built-in professional HTML generated from the template’s plain-text content. Pro/Max can customize subject and HTML and can create Department-specific template variants; preserved higher-tier content is not meant to be destroyed by a downgrade.

Primary location: Joomla Administrator → Components → QC Support Ticket → Email Templates.

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.
  • Confirm Joomla Mail works before diagnosing QCST template delivery. For inbound mail, confirm PHP IMAP is available and keep one controlled test message available.

How to do it

  1. Open Email Templates and choose the event.
  2. Create/edit the version scoped to the intended Department.
  3. Write Department-specific subject/body/HTML while keeping required tokens and customer context intact.
  4. Save/publish and send a test.
  5. Trigger one test ticket event in that Department and another in a different Department to confirm the variant applies only where intended.

Important behavior and limits

  • Basic uses built-in HTML derived from the template's plain content; Pro/Max can use custom HTML and Department-specific variants.

Current-version note

This documentation is based on QC Support Ticket 1.0.42, the package currently deployed on the QuantaCade production site. The behavior described for Create a Department-Specific Email Template Version should be checked against the current screen labels before applying instructions to an older QCST release.

Verify the result

  • The Department appears with the intended Published state and description in Settings.
  • A ticket submitted to that Department appears only to eligible Agents in that Department scope.
  • A controlled event produces the expected template, subject/tokens, recipient, and delivery record.
  • Recent delivery diagnostics show whether Joomla Mail accepted the send or whether QCST queued/retried it.

If it does not work as expected

  • If mail does not arrive, test Joomla Mail first, then verify Outbound Email is enabled, template publication/scope, recipient eligibility, and retry diagnostics.

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.