Provide support services on your site, the easy way. Full HTML editing. Email replies. WYSIWYG email template editing. Multilingual support. And much more!
Top Features
Multiple categories
Take advantage of Joomla!'s powerful nested categories management for your support ticket categories
Canned replies
Tired of typing the same answer over and over? Need a reply template for new support agents? Canned replies to the rescue!
On your site or via email
You get to decide how your users will file their tickets. On your site, using a rich text editor? Or maybe via email? Perhaps a mix of the two? It's all possible.
Time tracking and leaderboards
Have you ever wondered how much your support agents really work? Which ones are loved by your users and which one not so much? Akeeba Ticket System makes it easy to find the answers you were looking for.
Rich email templates
Text only emails are so 1998! Give your users a beautiful, HTML email without having to go to design school. Our email template editor uses Joomla!'s WYSIWYG editor for optimum ease of use.
Buckets
Have you ever wanted to mass-reply to several similar tickets at once? Put them in a bucket and send out a mass reply.
Private and public tickets
Decide which tickets will be visible to everyone and which ones will be seen only by the support staff and the user who filed them. Per category or per ticket. It's up to you.
InstantReply
Akeeba Ticket System automatically searches public tickets and your documentation (if you use Akeeba DocImport3). It shows the results while your users are still typing out their ticket. The end result? Fewer tickets to be answered by human agents, more satisfied clients!
Credits
Allocate a specific amount of credits per user. Let them use them up per each new ticket and/or ticket reply.
All Features
| Akeeba Ticket System | Core 4.0.1 | Professional 4.0.1 |
|---|---|---|
| Download Core 4.0.1 | Subscribe for Pro Access | |
Multiple nested support categories |
Core 4.0.1Included in Core |
Pro 4.0.1Included in Pro |
Public or private tickets |
Core 4.0.1Included in Core |
Pro 4.0.1Included in Pro |
Forced public or private tickets per category |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Submit tickets over the web |
Core 4.0.1Included in Core |
Pro 4.0.1Included in Pro |
World-class HTML filteringWe use the Purify HTML library – the most well-known, independently audited HTML filtering library – to process the incoming ticket text. This is far more secure than Joomla's dated and insecure HTML filtering. Therefore you can safely allow full HTML formatting, even in guest tickets. |
Core 4.0.1Included in Core |
Pro 4.0.1Included in Pro |
Submit tickets by email |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Ticket assignment to specific support staff |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Open tickets view |
Core 4.0.1Included in Core |
Pro 4.0.1Included in Pro |
Manager notesPrivate notes seen only by support staff. |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Send emails on ticket creation / reply |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Customisable email templatesWith WYSIWYG editor. |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Canned replies |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Automatic repliesBased on ticket category, title, content and status. |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Custom fields |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Custom ticket statusesUp to 99 custom ticket states to better cater for multi-stage support workflows. |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Credits (virtual currency) system |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Automatic ticket system off-line schedule |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Ticket buckets for mass-replying to similar tickets |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Front-end ticket management for support staff |
Core 4.0.1Included in Core |
Pro 4.0.1Included in Pro |
Custom module positions for layout customisation |
Core 4.0.1Included in Core |
Pro 4.0.1Included in Pro |
AlphaUserPoints integration |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Gravatar integration |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Joomla! Search and Smart Search integration |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
CRON scriptsAutomate administrative functions like auto-closing old tickets, remove old attachments, retrieve emails, send automatic replies etc. |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
DocImport3 integration |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
InstantReplyAutomatically propose related public tickets to prevent unnecessary tickets. |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
StatisticsStatistics on Abandoned / spared by InstantReply tickets. |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Time tracking |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
Ticket print view |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |
User tagging |
Core 4.0.1Not Included in Core |
Pro 4.0.1Included in Pro |