How QCST Notifies Department Agents About New Unassigned Tickets
This article explains eligible department recipients and the purpose of the department-staff notification for queue pickup.
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 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.
- 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.
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.