Create and Use Ticket Labels

This article explains Pro labels, global/department scope, color, application/removal, and their difference from categories/statuses/priorities.

Where this fits in QC Support Ticket

QCST keeps the customer conversation, private staff notes, and system workflow history distinct. Public replies can be shown to the customer; Pro Internal Notes remain staff-only; system timeline entries document events such as assignment, status, relationship, merge, or split operations.

Primary location: QC Support Ticket Agent Queue ticket detail, with global attachment/settings controls under Settings.

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. Create the Label under the Pro workflow vocabulary area in Settings; choose Global or a specific Department, color, ordering and publication.
  2. Open an Agent ticket in an applicable Department and add the Label.
  3. Use Agent Queue filters/visual indicators as available to organize work.
  4. Remove the Label when it is no longer relevant. Do not use Labels as a replacement for Category, Status or Priority.

Important behavior and limits

  • Public replies are customer-visible; Pro Internal Notes remain staff-only. System timeline entries record workflow events separately from the conversation.
  • Attachments are stored outside normal public delivery and are streamed only after QCST rechecks ticket authorization.

Labels are staff-facing organization

Labels can be Global or scoped to a Department and provide a flexible staff classification layer. They do not change customer ownership, Agent Department authorization, Status lifecycle behavior or Priority urgency.

Good label design

  • Use short, unambiguous names such as “Needs logs” or “Refund review.”
  • Use Department scope when a label only makes sense to one team; use Global when it has a consistent cross-Department meaning.
  • Avoid duplicating Status or Priority concepts with labels because reporting/queue interpretation becomes confusing.
  • Retire/unpublish unused labels rather than repurposing a label name in a way that makes historical use misleading.

Verify the result

  • The label is available only in the intended Global/Department scope.
  • Adding/removing the label does not change customer ownership, Agent Department scope, ticket Status or Priority.

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.