Support

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Component Options

[Note]Note

Some of the features may only apply to the for-a-fee Akeeba Ticket System Professional edition.

The Options page is accessible through the back-end Components, Akeeba Ticket System, Control Panel menu item and then clicking on the Options button in the component's toolbar. These options define how Akeeba Ticket System behaves. This page has several sections.

The Options page is NOT handled by Akeeba Ticket System itself; it's handled by Joomla itself through its com_config core component. This is the same core component which handles the Global Configuration of your site and the options pages for all core and third party components.

Common

These are basic options which control the overall operation of the component and its related features and extensions.

Enable ticket priorities

Allows the users to set the priority of their ticket (low, normal, height). By default, Public tickets gets normal priority and Private tickets get High priority. When this option is disabled ATS will not show any ticket priority information.

Country Field

Select a custom Field you have already created in the user profile which lets the user select their country. This information will be used to display a flag next to the username displayed along with a user's post in the Ticket view. For more information read our documentation page on creating and using a country user field.

Avatar Field

Select a custom Field you have already created in the user profile which lets the user upload or select their user profile image (avatar). This information will be used to display the avatar above the username displayed along with a user's post in the Ticket view. For more information read our documentation page on creating and using an avatar user field.

Display user groups

Displays the user groups the user belongs to under their username displayed along with a user's post in the Ticket view. This information is presented ONLY when the tickets is viewed by a user who is granted the Support Staff permission or is a Super User. This is intentional, to prevent leaking the names of the user groups on your site to the general public.

Send Emails

Should ATS send e-mails? E-mails are sent when new tickets or ticket replies submitted, when the ticket information is edited by a user who does not have the Support Staff permissions, when a ticket is assigned to a manager or a post is edited.

Regardless of this setting, Akeeba Ticket System Core (free version) will NOT send e-mails.

Only email assigned managers

If a ticket is assigned to a specific user the other users with the Support Staff permission on the category the ticket belongs to will not be emailed about replies to the ticket.

Custom ticket statuses

You can create up to 99 extra ticket statuses on top of the default three (Open, Pending and Closed). Here you can define the custom ticket statuses.

Each row defines a custom ticket status. The ID is a number from 1 to 99 which internally represents the custom status. The custom statuses are displayed ordered by ID ascending. Please make sure that you don't reuse the same ID twice; if you do only the last instance of that custom ticket status will be taken into account. The Label is how this ticket status will be displayed to users and support staff.

Enable anonymous PHP, MySQL and Joomla! version reporting

Allow Akeeba Ticket System to collect an anonymous report about the ATS, PHP, MySQL and Joomla! version you are currently using. This information is sent to us at most once a week. We DO NOT collect any identifiable information such as IP addresses, your site's URL / name, your Download ID / username or any other information which would allow us to correlate a report record with a specific site or user.

A random, unique ID generated on your site is sent along with these statistics. Akeeba Ltd does NOT have a way to correlate this ID with a specific site or user account. The ID is only used to discard all but the last report coming from each site when aggregating the version information at the end of each calendar month.

The individual data points are aggregated at the end of each month. The original report data is discarded immediately after it's processed. That is to say, the information reported by your site is stored pseudonymised for 1 to 31 days and then it's fully anonymised in accordance with the EU GDPR legislation.

We use this information to understand the server environments of our clients and decide when to drop support for older versions of PHP, MySQL and Joomla.