Understand QCST Statuses and Status Behavior
This article explains customer title versus Agent title and the current behavior values NEW, OPEN, WAITING_CUSTOMER, WAITING_AGENT, ON_HOLD, RESOLVED, CLOSED, and ARCHIVED.
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.
Current status behaviors
| Behavior | Agent title | Customer title | Use |
|---|---|---|---|
| NEW | New | New | Newly created ticket state. |
| OPEN | Open | Open | Active work. |
| WAITING_CUSTOMER | Waiting for Customer | Waiting for You | Support is waiting for the requester. |
| WAITING_AGENT | Waiting for Agent | Waiting for Support | Customer/inbound work is waiting on support. |
| ON_HOLD | On Hold | On Hold | Work is intentionally paused. |
| RESOLVED | Resolved | Resolved | Support considers the issue resolved. |
| CLOSED | Closed | Closed | Ticket is closed. |
| ARCHIVED | Archived | Archived | Historical/archived state. |
Why titles and behavior are separate
Administrators can present clearer wording to customers while QCST still uses a stable behavior such as WAITING_CUSTOMER or CLOSED for automation/reporting. Avoid creating two differently named statuses whose behavior would confuse staff about what the system will do.
Key fields and behavior
| Item | Current behavior |
|---|---|
| NEW | Newly created work |
| OPEN | Actively open work |
| WAITING_CUSTOMER | Waiting for the requester/customer |
| WAITING_AGENT | Waiting for support staff |
| ON_HOLD | Paused/held work |
| RESOLVED | Resolved but distinct from final closed state |
| CLOSED | Closed ticket state |
| ARCHIVED | Archived lifecycle state |
Status behavior values in the current workflow
| Behavior | Operational meaning |
|---|---|
| NEW | Newly created work. |
| OPEN | Active/open work. |
| WAITING_CUSTOMER | The customer/requester is expected to respond. |
| WAITING_AGENT | Staff action is expected. |
| ON_HOLD | Work intentionally paused/held. |
| RESOLVED | Issue marked resolved in the workflow. |
| CLOSED | Closed/completed case. |
| ARCHIVED | Archived historical case. |
Why the behavior matters
The human-readable Status title can be customized, but the selected behavior tells QCST how that Status participates in lifecycle logic such as Agent/customer actions, queue/report groupings and closed/open handling. Choose the behavior that matches the meaning of the label rather than creating two contradictory concepts.
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.