Understand the Built-In QCST Email Template Catalogue
This article explains the current event coverage for customer, Agent, department queue, administrator fallback, inbound, satisfaction, scheduled-report, and license notices.
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 Joomla Mail works before diagnosing QCST template delivery. For inbound mail, confirm PHP IMAP is available and keep one controlled test message available.
Template families
- Customer acknowledgements and Agent/customer reply notifications.
- Assigned-Agent versus shared Department queue notifications.
- Administrator fallback notices when no eligible Agent can receive a queue event.
- Inbound email acknowledgements/processing-related notices where implemented.
- Waiting-on-Customer reminder and satisfaction-request messages (Pro).
- Scheduled-report delivery (Max).
- Entitlement/license/operational notices used by the current component.
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 notification families
| Item | Current behavior |
|---|---|
| Ticket creation | Customer receipt, shared Department queue notice, administrator fallback |
| Conversation | Customer/Agent/admin reply notices and internal-note notifications |
| Assignment/workflow | Assigned, reassigned, status, priority, close/reopen |
| Pro follow-up | Waiting-on-customer reminders and satisfaction request |
| Inbound email | Reply received, rejection/processing notices |
| Guest access | Guest ticket email verification |
| Reporting/entitlement | Scheduled report delivery and entitlement-related notices where used |
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.