Support

Deep integration with Joomla!™ ACL (access control).

Nested categories at an infinite depth, using Joomla's native Category management system.

Meaningful and predictable SEF URLs with automatic canonical URL redirection without the need for a third party SEF component.

An interface built around our bespoke CSS framework, using modern CSS 3 (Grid and Flexbox), integrating perfectly with most Joomla 3 templates without the need for template overrides.

Optional Dark Mode, always on or automatically enabled based on browser settings.

Custom module positions, allowing you to easily customise front-end pages.

You can turn off replies / new tickets with an optional message e.g. for holidays or planned maintenance periods.

Automatic HTML sanitisation to prevent XSS exploits and other security issues.

Private and public tickets.

Attachments support. Optionally make attachments only visible to and downloadable by the ticket owner and the support staff, even on public tickets.

Users can set their signature in the Joomla! user profile.

Manager notes, for keeping private notes visible only to support staff and store them encrypted in your database.

Pre-filled new ticket body, customisable per support category, guiding the user to enter all the necessary information you need to help them.

Email notifications of new, replied to and edited tickets with customisable, HTML templates..

Receive new tickets or ticket replies via email.

Credits system: charge per ticket type or per reply, integrating with Akeeba Subscriptions.

Integrates with standard Search and Smart Search, making public tickets searchable.

Automatically displays related public tickets when the user files a new support ticket, reducing your support load.

Automatically displays related Akeeba DocImport³ articles when the user files a new support ticket, reducing your support load ("FAQ" functionality).

Optional guest tickets (tickets filed by users who do not yet have a user account on your site).

Assign multiple tickets to a "bucket" and send mass replies to all of them.

Saved replies ("canned replies") your support staff can easily use when replying to tickets.

Automatic replies based on rules including ticket age, who has replied to it, content etc.

Automation for common administrative tasks using either a real, CLI-based CRON system or by accessing a specific URL.

Custom ticket statuses when the default (Open, Pending and Closed) are not enough for your use case.

Time cards, i.e. how much time each member of the support staff has spent replying to tickets over a specific period of time.

You cannot have different administrative / concierge staff and support staff. If someone can assign tickets to someone else they can also themselves be assigned tickets and reply to them. Conversely, if someone can be assigned and reply to tickets they can also assign tickets to someone else.

You cannot have predefined escalation paths (workflows). The status of a ticket can be changed to any other status any time by any member of the support staff. Escalation paths (e.g. an Open ticket must first go to first level support before being tagged as "needs review by supervisor") is something that a CRM can handle and requires separate roles for the staff which, as we explained, is something that will not be implemented in ATS.

The support staff cannot see only the tickets assigned to them. They will see all open tickets with the Latest Open Tickets view, even if they are assigned to other members of the support staff.

Any member of the support staff can reply to any ticket, even if that ticket is assigned to a different member of the support staff. In our experience, when doing support you will frequently need the combined experience of two or more members of your support staff to handle complex cases.

You cannot display the total time spent per client. You can pull a list of their tickets and see the time spent on each one, but you definitely cannot print a cumulative report or, most importantly, display a report per week, month, year or other time period. This is what a CRM or a project management software does.

You cannot handle client invoicing through Akeeba Ticket System. This is what a CRM sometimes does (and definitely what an invoicing application is designed to do).

You cannot have an FAQ section inside Akeeba Ticket System. This is a feature that's best implemented using Joomla! itself. FAQ sections are a relic of support ticket system software which runs outside of a CMS (Content Management System) like Joomla!. Since you'd need a way to provide organised content for the FAQ section they implemented a miniature CMS. But Akeeba Ticket System runs inside one of the most advanced Content Management Systems out there: Joomla!. It is simply against reason trying to duplicate the functionality of Joomla! inside a Joomla! component when you can simply use Joomla! itself to handle content.