JS Support Ticket documentation

92guides

161screenshots from the real product

12sections

3audiences: admins, staff, customers

Start here

From install to your first answered ticket

Four short guides take a new site from nothing to a working help desk.

1. 1InstallUpload the package and activate Pro.Read the guide
2. 2Run the setup wizardTitle, attachments, ticket and feedback settings.Read the guide
3. 3Add it to your siteMenu items for customers and staff.Read the guide
4. 4Answer a ticketFrom a customer’s first message to a closed ticket.Read the guide

Find your guide

Written for everyone who touches the help desk

Administrators

Set up departments, staff and e-mail, and run the desk from Joomla’s administrator.

• The Control Panel
• Staff members
• Settings
• Reports

Support staff

Answer, assign and close tickets, add notes and use canned responses.

• Working a ticket
• Ticket actions
• Canned responses
• Working from the front end

Customers

A plain guide you can link to: raising tickets, replying and self-service.

• Submitting a ticket
• My tickets
• Replying and closing
• Knowledge base

Browse every topic

The whole component, screen by screen

Every setting, button and report, checked against the 1.3.0 code.

Getting startedWhat it is, installing, the setup wizard, menus and your first ticket.8 pagesTicketsThe ticket list, the ticket screen, actions, notes, links, fields and export.13 pagesPeopleStaff members, roles and permissions, departments and organisations.5 pagesWorkflowHelp topics, priorities, statuses, automation, SLA rules and feedback.8 pagesKnowledge and contentKnowledge base, FAQs, downloads and announcements.5 pagesEmailAddresses, templates, notifications, ticket via email and the mail queue.8 pagesReportsOverall, staff, department, user, satisfaction and SLA reports.7 pagesSettings and systemEvery setting, background jobs, themes, GDPR, logs and translations.12 pagesStaff on the front endThe staff dashboard, queue, messages and content on the website.8 pagesGuide for customersSubmitting and following tickets, and the self-service pages.8 pagesModules, plugins and APISubmit-ticket and search modules, scheduled tasks, Smart Search, privacy, API.8 pagesHelpTroubleshooting common problems, and a glossary of terms.2 pages

Free and Pro

One help desk, two editions

The free edition covers tickets, departments, help topics and the customer portal. Pro adds the tools a growing team needs. Pages for Pro-only features are marked Pro.

Compare Free and Pro

• Staff, roles and permissions
• Automation and SLA rules
• Knowledge base, FAQs and downloads
• Ticket via email
• Staff, department and SLA reports
• Front-end staff desk

TroubleshootingE-mail, attachments, access and update problems.GlossaryThe help desk’s terms in one place.joomsky.comDownloads, licences and support.