Both editions install the same component, com_jssupportticket, with the same
menu bar. In the free edition, Pro items stay in the menu with a star (*)
after their name. Clicking one opens a page that describes the Pro feature
instead of the screen. Settings and e-mail templates that belong to Pro
features are starred the same way.
These docs describe Pro. A page or setting that only exists in Pro is marked
Pro.
| Feature |
Free |
Pro |
| Ticket list (All Tickets), searching and filtering |
Yes |
Yes |
| Create Ticket in the administrator |
Yes |
Yes |
| Replies, attachments, Cc and Bcc on replies, Close On Reply |
Yes |
Yes |
| Edit Ticket, Close Ticket, reopen, Ticket History |
Yes |
Yes |
| Change priority, tags, link to another ticket, defer, reminders |
Yes |
Yes |
| Canned responses in the reply box |
Yes |
Yes |
| Ticket Fields (the ticket form’s fields and your own custom fields) |
Yes |
Yes |
| Saved views of the ticket list |
Your own (My Saved Views) |
Shared (Saved Views) |
| Internal notes |
|
Yes |
| Assign to a staff member, transfer to another staff member or department |
|
Yes |
| Merge Ticket |
|
Yes |
| Lock Ticket, Mark In Progress, Mark overdue |
|
Yes |
| Ban email, Ban email and close ticket |
|
Yes |
| Print Ticket |
|
Yes |
| Private Credentials (encrypted credentials kept on a ticket) |
|
Yes |
| Watchers (people copied on a ticket) |
|
Yes |
| SLA panel on the ticket |
|
Yes |
| Email Tickets (turn incoming e-mail into tickets) |
|
Yes |
| Export Tickets |
|
Yes |
| Feature |
Free |
Pro |
| Departments |
Yes |
Yes |
| Help Topics |
Yes |
Yes |
| Canned Responses |
Yes |
Yes |
| Priorities |
Yes |
Yes |
| Ticket Statuses (your own statuses) |
Yes |
Yes |
| Tags |
Yes |
Yes |
| Staff Members |
|
Yes |
| Roles and their permissions |
|
Yes |
| Organisations (group customers by company) |
|
Yes |
| Automation Rules |
|
Yes |
| SLA Rules |
|
Yes |
| Integrations (webhooks and API keys) |
|
Yes |
| Feedback and Feedback Fields |
|
Yes |
| Feature |
Free |
Pro |
| Categories and Knowledge Base articles |
|
Yes |
| FAQs |
|
Yes |
| Downloads |
|
Yes |
| Announcements |
|
Yes |
| Feature |
Free |
Pro |
| System Emails (the addresses the help desk sends from) |
Yes |
Yes |
| Email Templates |
Yes |
Yes |
| Mail Inbox and Compose Message (internal mail) |
|
Yes |
| Banned Emails and Banlist Log |
|
Yes |
| Email Logs (sent and failed e-mail) |
|
Yes |
| Feature |
Free |
Pro |
| Overall Report |
Yes |
Yes |
| Staff Reports, Department Reports, User Reports |
|
Yes |
| Satisfaction Reports |
|
Yes |
| Performance and SLA |
|
Yes |
| Feature |
Free |
Pro |
| Settings, Themes, Translations |
Yes |
Yes |
| GDPR / User Data (erase-data requests) |
Yes |
Yes |
| System Errors |
Yes |
Yes |
| Error Logs, Activity Logs, Notifications |
|
Yes |
| Feature |
Free |
Pro |
| Customer dashboard, Submit Ticket and My Tickets for logged-in customers |
Yes |
Yes |
| Ticket Status (look up a ticket by e-mail address and ticket ID) |
Yes |
Yes |
| Request to erase your data |
Yes |
Yes |
| Visitors submitting tickets without an account |
|
Yes |
| Knowledge base, FAQs, downloads and announcements pages |
|
Yes |
| Staff dashboard and staff tools on the front end |
|
Yes |
| Feedback form after a ticket is closed |
|
Yes |
The free edition’s wizard has two settings steps: General Settings and
Ticket Setting (where only the reopen period is set). Pro’s
Ticket Setting step adds visitor tickets, ticket limits, the ticket ID
format, the CAPTCHA and printing, and Pro adds a Feedback Setting step. See
Setup wizard.
| Extension |
Free |
Pro |
| Scheduled tasks plugin (background jobs through Joomla’s Scheduled Tasks) |
Yes |
Yes |
| Privacy plugin (answers Joomla’s privacy export and removal requests) |
Yes |
Yes |
| Submit A Ticket module |
Yes |
Yes |
| Smart Search plugin for the knowledge base |
|
Yes |
| Web Services API plugin |
|
Yes |
| Knowledge Base Search module |
|
Yes |
The free edition has the same Home → Update screen as Pro. Enter your Pro
activation key there and the installer downloads Pro and puts it in place of
the free component files. See
Installation.
