Use Supported Agent Ticket Commands by Email

This reference documents the current Max email commands such as close, reopen, status, priority, assign, and internal, and explains the authorization rules that still apply to email-originated Agent actions.

Where this fits in QC Support Ticket

Inbound email is a Max/All Access feature. Each enabled mailbox connects to an ordinary IMAP account, routes new tickets to one Department, can accept replies to existing tickets, and can process attachments and supported Agent commands according to the mailbox settings.

Inbound processing is intentionally defensive: it checks sender authority, ticket identity, deduplication, loop/bounce/automatic-message signals, attachment policy, and mailbox state before it changes ticket data.

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

Before you begin

  • Confirm the site currently has 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. Use Agent email commands only from an authorized Agent sender and only on a mailbox with Allow authorized agent commands enabled.
  2. Reply to the identified ticket using one of the current supported commands such as close, reopen, status, priority, assign, or the supported internal-note command syntax.
  3. Keep the command value valid for the current ticket and Agent Department scope.
  4. Let Process Now/the mailbox task process the message.
  5. Open the ticket and verify the command became the intended workflow/system event. Email commands do not bypass the same authorization rules used in Agent Queue.

Verify the result

  • The test Agent can open the Agent Queue and see allowed-Department tickets.
  • The same Agent is denied or does not receive tickets outside the configured Department scope.
  • Mailbox Test succeeds before unattended processing is relied upon.
  • Process Now handles one controlled message exactly once and records a safe result without duplicate ticket/reply creation.

If it does not work as expected

  • If connection fails, verify PHP IMAP, host/port/encryption/certificate settings and credentials before changing routing.
  • If connection succeeds but processing fails, inspect sender policy, ticket reference matching, duplicate/loop checks, mailbox capabilities, and attachment policy.

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.