Provide support services on your site, the easy way. Full HTML editing. Email replies. WYSIWYG email template editing. Multilingual support. And much more!
Compatible with Joomla 3 and Joomla 4.
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 | Professional |
|---|---|---|
Multiple nested support categories |
CoreIncluded in Core |
ProIncluded in Pro |
Public or private tickets |
CoreIncluded in Core |
ProIncluded in Pro |
Forced public or private tickets per category |
CoreNot Included in Core |
ProIncluded in Pro |
Submit tickets over the web |
CoreIncluded in Core |
ProIncluded 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. |
CoreIncluded in Core |
ProIncluded in Pro |
Submit tickets by email |
CoreNot Included in Core |
ProIncluded in Pro |
Ticket assignment to specific support staff |
CoreNot Included in Core |
ProIncluded in Pro |
Open tickets view |
CoreIncluded in Core |
ProIncluded in Pro |
Manager notesPrivate notes seen only by support staff. |
CoreNot Included in Core |
ProIncluded in Pro |
Send emails on ticket creation / reply |
CoreNot Included in Core |
ProIncluded in Pro |
Customisable email templatesWith WYSIWYG editor. |
CoreNot Included in Core |
ProIncluded in Pro |
Canned replies |
CoreNot Included in Core |
ProIncluded in Pro |
Automatic repliesBased on ticket category, title, content and status. |
CoreNot Included in Core |
ProIncluded in Pro |
Custom fields |
CoreNot Included in Core |
ProIncluded in Pro |
Custom ticket statusesUp to 99 custom ticket states to better cater for multi-stage support workflows. |
CoreNot Included in Core |
ProIncluded in Pro |
Credits (virtual currency) system |
CoreNot Included in Core |
ProIncluded in Pro |
Automatic ticket system off-line schedule |
CoreNot Included in Core |
ProIncluded in Pro |
Ticket buckets for mass-replying to similar tickets |
CoreNot Included in Core |
ProIncluded in Pro |
Front-end ticket management for support staff |
CoreIncluded in Core |
ProIncluded in Pro |
Custom module positions for layout customisation |
CoreIncluded in Core |
ProIncluded in Pro |
AlphaUserPoints integration |
CoreNot Included in Core |
ProIncluded in Pro |
Gravatar integration |
CoreNot Included in Core |
ProIncluded in Pro |
Joomla! Search and Smart Search integration |
CoreNot Included in Core |
ProIncluded in Pro |
CRON scriptsAutomate administrative functions like auto-closing old tickets, remove old attachments, retrieve emails, send automatic replies etc. |
CoreNot Included in Core |
ProIncluded in Pro |
DocImport3 integration |
CoreNot Included in Core |
ProIncluded in Pro |
InstantReplyAutomatically propose related public tickets to prevent unnecessary tickets. |
CoreNot Included in Core |
ProIncluded in Pro |
StatisticsStatistics on Abandoned / spared by InstantReply tickets. |
CoreNot Included in Core |
ProIncluded in Pro |
Time tracking |
CoreNot Included in Core |
ProIncluded in Pro |
Ticket print view |
CoreNot Included in Core |
ProIncluded in Pro |
User tagging |
CoreNot Included in Core |
ProIncluded in Pro |