How QCST Automatically Assigns a Ticket When Exactly One Agent Qualifies
This article explains the one-active-Agent rule for customer/inbound tickets and how the automatic assignment is recorded.
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.
Primary location: Joomla Administrator → Components → QC Support Ticket → Settings → Organization and Ticket Setup.
Before you begin
- Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.
Routing decision
| Eligible active Agents in ticket Department | Result |
|---|---|
| Exactly 1 | QCST automatically assigns that Agent and records the assignment. |
| 0 | Ticket remains Unassigned; administrator fallback notification can be used when no eligible Agent can receive the queue notice. |
| 2 or more | Ticket remains Unassigned in the shared Department queue so an Agent can claim/assign it. |
Why this matters
QCST does not guess between multiple eligible Agents. The shared queue keeps Department work visible without silently choosing a person based on an undocumented round-robin rule.
Important behavior and limits
- Frontend Agent access never substitutes for Joomla Administrator access; Agents work from the frontend Agent Queue and are re-scoped by department server-side.
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.
Auto-assignment is deliberately deterministic
The rule is based on the count of eligible active Agents for the ticket Department. QCST does not silently round-robin between two eligible people or infer availability from who is currently online. This makes the result predictable: one qualifying Agent is assigned; zero or more than one leaves the ticket available for shared-queue handling.
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.