Navigate Organization and Ticket Setup Under the QCST Settings Tab
This guide shows where Departments, Categories, Frontend Agents, Ticket Fields, workflow vocabulary, and Portal/Ticket Settings are managed in the current interface.
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.
How to do it
- Open Components → QC Support Ticket → Settings.
- Use the Organization area to manage Departments, Categories, Frontend Agents and Ticket Fields.
- Use the workflow vocabulary controls for statuses, priorities and Pro labels.
- Use Portal and Ticket Settings for guest intake, attachment policy, ticket numbering, display time zone and overdue threshold.
- After changing organization data, test both Support Portal and Agent Queue with normal accounts because frontend availability depends on publication, plan gates and authorization as well as the saved row.
A safe setup order
- Create the Departments that represent who owns or handles support work.
- Create Categories and scope them to All Departments or the Departments where they are valid.
- Add Frontend Agents and give each Agent only the Department scope required for their work.
- Create Ticket Fields and scope/publish them for the correct Departments.
- Review statuses, priorities and Pro labels so the workflow vocabulary is ready before live tickets arrive.
- Finish Portal and Ticket Settings such as guest intake, attachment policy, numbering, display time zone and overdue threshold, then test both frontend menu items.
Do not confuse these scopes
| Item | What it means |
|---|---|
| Agent Department scope | Authorizes which Department tickets a Frontend Agent can see/work. |
| Category Department scope | Controls where a Category is offered for ticket classification. |
| Ticket Field Department scope | Controls where a custom intake field is shown. |
| Joomla menu Access | Controls who can reach the Support Portal or Agent Queue menu route; it does not replace QCST ownership/Agent authorization. |
Verify the result
- Departments, Categories, Frontend Agents, Ticket Fields, workflow vocabulary and Portal/Ticket Settings are all reachable from the documented Settings area.
- A normal Support Portal and Agent Queue test reflects the saved organization/scoping changes.
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.