Create Global or Department-Specific Ticket Labels

This article explains Pro label management, Global versus Department scope, color/order, and where labels become available to staff.

Where this fits in QC Support Ticket

Departments answer “who handles this ticket”; Categories answer “what kind of issue is this.” Agent Department scope controls ticket authorization, while Category scope controls which classifications are offered for a selected Department. Keeping those concepts separate makes routing predictable.

Workflow vocabulary is shared support data. Status behavior controls the ticket lifecycle class, Priority weight controls ordering/urgency presentation, and Labels provide staff-facing organization without changing customer ownership or Agent authorization.

Primary location: Joomla Administrator → Components → QC Support Ticket → Settings → Organization and Ticket Setup.

Before you begin

  • Confirm the site currently has Pro / 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.

How to do it

  1. Open the Pro Labels workflow section under Settings and add a Label.
  2. Enter title, alias and color.
  3. Choose Global scope when all Departments may use it, or select the one Department that owns a Department-specific Label.
  4. Set ordering/published state and save.
  5. Open an Agent ticket in the applicable Department and confirm the Label appears in the label control.

Verify the result

  • The Department appears with the intended Published state and description in Settings.
  • A ticket submitted to that Department appears only to eligible Agents in that Department scope.

If it does not work as expected

  • If the Department is missing from intake, confirm it is Published and that the chosen Category/field scope is compatible.
  • If deletion is blocked, move or close active tickets/related records rather than forcing database deletion.

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.