Enable Customer Satisfaction Requests

This guide shows the Pro outbound setting and explains the closed-ticket condition and customer-facing rating form.

Where this fits in QC Support Ticket

Reporting is plan-aware. Core ticket totals remain available on all plans; Pro adds report filters, CSV export, and satisfaction features; Max adds advanced analytics and scheduled report delivery.

Primary location: Joomla Administrator → Components → QC Support Ticket → Tickets.

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.
  • Use a normal customer/guest test flow as well as administrator checks so ownership and verification behavior are tested under the same permissions customers use.

How to do it

  1. Open the outbound Email/settings controls and enable the Pro customer satisfaction request option.
  2. Review the satisfaction-request Email Template and send a test if you customized it.
  3. Close an eligible test ticket.
  4. Open the customer portal/message and confirm the rating form/request appears only under the intended closed-ticket condition.

What enables the request

Satisfaction is a Pro feature. In Portal and Ticket Settings, enable Request a customer satisfaction rating on closed tickets, then make sure the satisfaction-request Email Template is Published and outbound QCST email is working. The request is tied to an eligible closed-ticket workflow; enabling it does not retroactively guarantee a request for every historical ticket.

End-to-end test

  1. Enable the satisfaction setting and review the satisfaction-request template.
  2. Create and resolve/close a disposable customer ticket.
  3. Confirm the customer receives the request or sees the expected rating path.
  4. Submit a rating and verify it appears in satisfaction reporting for the same ticket/filter scope.

Verify the result

  • Report totals/filters match a small known set of test tickets in the selected date and Department scope.

If it does not work as expected

  • If totals appear wrong, confirm the date/time-zone range and Department/Category filter before assuming stored ticket data is wrong.

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.