Understand Customer Reply Notifications to Assigned or Unassigned Tickets
This article explains the different routing when a customer replies to an assigned ticket, an unassigned department queue, or a department with no eligible Agents.
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.
Recipient routing
| Ticket situation | Primary staff notification behavior |
|---|---|
| Exactly one qualifying active Agent on new customer/inbound ticket | Ticket can be assigned to that Agent and the appropriate Agent/customer notifications are generated. |
| Unassigned with multiple eligible Department Agents | Eligible Department staff receive the shared-queue notice so someone can claim/assign it. |
| No eligible Agent can receive the queue notice | QCST can use the administrator fallback notification so the ticket is not silently orphaned. |
| Customer replies to assigned ticket | The assigned/eligible Agent route is used subject to current notification preferences. |
| Customer replies to unassigned ticket | Eligible Department queue recipients are used; fallback applies when none qualify. |
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.
Verify the result
- 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.