What QC Support Ticket Does and How the Support Workflow Fits Together
This article explains the customer Support Portal, department-scoped Agent Queue, administrator workspace, email processing, notifications, reporting, and where each role works.
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.
From customer request to resolution
| Stage | Where it happens | What QCST does |
|---|---|---|
| 1. Intake | Support Portal, verified guest form, Agent-created ticket, or Max inbound mailbox | Creates the ticket with requester, Department/Category, workflow values, fields and protected attachments. |
| 2. Routing | QCST server-side workflow | Exactly one qualifying Agent can be auto-assigned; zero/multiple qualifying Agents leave the ticket in the shared Department queue. |
| 3. Agent work | Frontend Agent Queue | Authorized Agents triage, reply, add Pro Internal Notes/labels/canned responses, assign and change workflow without Joomla Administrator access. |
| 4. Customer conversation | Support Portal / verified guest access | Customers see public replies and their own ticket data, can reply/attach, and can close/reopen where allowed. |
| 5. Automation | Joomla Scheduled Tasks | Email retries, reminders, Max inbound mailbox polling, scheduled reports and entitlement revalidation run outside normal page requests. |
| 6. Oversight | Administrator Tickets/Reports/Status | Administrators manage organization/configuration, review reporting/delivery/task health and maintain templates/design. |
The key boundary
QCST is intentionally split between customer-facing support, frontend Agent work, and administrator configuration. A Frontend Agent is not automatically a Joomla backend administrator, and a visible ticket reference is never enough to authorize access.
The four working surfaces
| Surface | Role in the workflow |
|---|---|
| Customer Support Portal | Registered customers create and manage their own tickets; verified guests use the guest verification/access route for the specific ticket. |
| Frontend Agent Queue | Department-scoped Agents triage and work tickets without requiring Joomla Administrator access. |
| QCST Administrator | Administrators configure organization, workflow, email, entitlement, design/text and reporting according to Joomla ACL. |
| Joomla Scheduled Tasks | Background routines handle entitlement revalidation, failed-email retry, customer reminders, Max inbound mailboxes and Max scheduled reports. |
Typical ticket lifecycle
A request enters through the Support Portal, verified guest flow, an Agent-created ticket, or a Max inbound mailbox. QCST routes it to a Department, applies Category/workflow data and exposes it only to authorized staff. Public replies return to the customer while Internal Notes remain staff-only. Closing a ticket preserves the conversation and reporting history rather than deleting the case.
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.