Run a Safe First End-to-End QC Support Ticket Test

This guide explains how to use one department, category, customer, and Agent to submit, route, answer, attach, close, and verify notification behavior before production rollout.

Where this fits in QC Support Ticket

QCST separates customer access, frontend support work, and Joomla administrator configuration. A QCST Frontend Agent can work tickets in the Agent Queue without being granted Joomla backend administration, while administrator actions remain governed by Joomla ACL and QCST-specific permissions.

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

How to do it

  1. Create or choose one published Department, one published Category available to it, and one active Frontend Agent assigned to that Department.
  2. Sign in as a test customer and submit one ticket through Support Portal → New Ticket. Add a small safe attachment if attachments will be used in production.
  3. Confirm the ticket reference is created, the status/routing are sensible, and exactly one qualifying Agent is automatically assigned when that is the test setup.
  4. Sign in as the Agent, open Agent Queue, review the ticket, add a public reply, and make one ordinary workflow change such as status or priority.
  5. Return to the customer account. Confirm the reply appears in the timeline and the customer cannot see Agent-only controls or any Internal Note.
  6. Close the test ticket and verify the expected notifications/delivery diagnostics. If email, attachments or routing fail, correct those before opening QCST to real customers.

End-to-end test sequence

  1. Sign in as a registered customer and submit a test ticket through Support Portal using a known Department/Category.
  2. Sign in as a normal Frontend Agent whose Department scope includes that ticket and find it in Agent Queue.
  3. Assign/claim the ticket, post one public reply, then confirm the customer can read it and respond.
  4. Change Status/Priority once so the workflow timeline can be checked.
  5. Close the test ticket, then verify the customer history, Agent history and any expected notifications/report totals.
  6. Repeat one negative check with an Agent or customer who should not have access to the ticket.

What this proves

This single controlled case exercises menu routing, customer ownership, Department/Category availability, Agent scope, public conversation, workflow updates and outbound email without using live customer data. If it fails, stop at the first failing stage instead of changing unrelated settings.

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.