Ticket Settings

System → Settings → Ticket Settings. Click Save Settings when you are done. Settings marked (Pro) are part of JS Support Ticket Pro.

Who can open tickets

Setting	Default	What it does
Visitors can create ticket (Pro)	No	Yes lets visitors who are not logged in submit the ticket form, giving their name and email. With No, the Submit Ticket card on the dashboard sends visitors to Joomla’s login page first, and a ticket sent without logging in is refused.
Ticket id sequence	Random	How the ticket ID customers see is made. Random gives a 13-character code of letters and digits (look-alike characters such as 0, O, 1 and l are not used). Sequential gives the next number after the highest numeric ID so far. Changing it only affects new tickets.

A random ID is hard to guess, which matters because a visitor can look up a ticket with its ID and email address under Ticket Status.

Limits per customer

These limits stop one person from flooding the desk. They are counted per Joomla account for logged-in customers and per email address for visitors. Tickets you create in the administrator are never limited.

Setting	Default	What it does
Maximum tickets (Pro)	10	How many tickets one customer can open within the interval below.
Maximum tickets within interval (Pro)	Day	The period Maximum tickets applies to: Day (today), Month, Year or Life Time (ever).
Maximum open tickets (Pro)	10	How many tickets one customer can have that are not closed.

A customer who reaches a limit sees “Limit exceeds maximum tickets” or “Limit exceeds maximum open tickets” and the ticket is not created. The ticket form also tells customers how many they have left, for example “You can submit 3 more tickets today.”

Note

Month counts tickets created in the current calendar month of any year, and Year the current calendar year.

Separately from these settings, the same customer can’t submit two tickets with the same subject within 15 seconds, which stops double-clicks creating duplicates.

Reopening and replying to closed tickets

Setting	Default	What it does
Reopen ticket within days (Pro)	2	How many days after a ticket’s last reply customers and staff can still reopen it. After that, reopening is refused. You, as administrator, can reopen any ticket at any time.
Allow users to reply by email on closed tickets (Pro)	Yes	With No, a customer’s reply to a closed ticket is refused, whether it comes by email or from the website, and the customer is sent the “reply on closed ticket” email (if it is turned on under Mail Settings) so their message is not lost silently. With Yes, the reply is added to the ticket. Staff replies are never blocked.

Messages

Both messages are edited with your site’s editor.

Setting	Default	What it does
Visitor ticket creation message (Pro)	“Thank You for contacting us. A support ticket request has been created, A representative will be getting back to you shortly. Support Team”	Shown to a visitor (not logged in) after they submit a ticket.
New ticket message	Empty	Shown above the ticket form, for example to ask customers to include an order number. Nothing is shown while it is empty.

Ticket lists

Setting	Default	What it does
Default Ticket listing ordering	Ascending	Ticket lists, in the administrator and on the front end, open sorted by status. This chooses Ascending or Descending. Clicking a column heading still re-sorts the list.
Enable print ticket (Pro)	No	Yes shows a Print Ticket button to customers on their ticket page. Staff get Print from their role’s Print Ticket permission instead.

Captcha

The captcha protects the ticket form from spam. It is only ever shown to visitors who are not logged in, so it only matters when Visitors can create ticket is Yes.

Setting	Default	What it does
Show captcha to visitors on the ticket form (Pro)	No	Turns the captcha on.
Captcha selection (Pro)	Own Captcha	Own Captcha is a small sum the visitor works out. Google Recaptcha uses the captcha plugin set in Joomla (see below).
Own captcha calculation type (Pro)	Addition	Addition, Subtraction, or Any (picks one at random each time).
Own captcha operands (Pro)	2	How many numbers are in the sum: 2 or 3. Each number is between 1 and 20.
Own captcha subtraction answer positive (Pro)	Yes	With Yes, subtraction questions are arranged so the answer is not negative.

Using Google reCAPTCHA

Google Recaptcha hands the captcha to Joomla: it uses the plugin chosen as Default Captcha in System → Global Configuration → Site. The ticket form only draws that captcha when the plugin is a Google reCAPTCHA plugin with the element name recaptcha (reCAPTCHA v2) or recaptcha_invisible (Invisible reCAPTCHA), set up with your Google keys.

Caution

Joomla 6 itself ships only a proof-of-work captcha, not the reCAPTCHA plugins. With Google Recaptcha selected and any other Default Captcha (or None), the form shows no captcha visitors can answer, and their tickets are refused as failing the captcha. Unless you have installed one of the two reCAPTCHA plugins above, use Own Captcha.