🎯 Who Is It For?

• 🏢 IT Support Teams - Manage internal helpdesk for employees with ticket routing, SLA tracking, and knowledge sharing
• 🛒 E-commerce Stores - Handle product inquiries, returns, and order support with department-based ticket assignment
• 💼 Service Companies - Track client requests, log time spent, and generate reports for billing
• 🎓 Educational Institutions - Manage student and staff inquiries with self-service FAQs and knowledge base
• 🏥 Healthcare Organizations - Organize patient inquiries with secure, permission-based access
• 🏗️ Agencies - Support multiple clients with ticket groups and handler assignments

🎫 Ticket Management

• Customers can open support tickets without logging in - email address gets a password to track progress
• Tickets automatically route to handlers based on department, product, or category
• Track ticket status, priority, category, and department at every stage
• Time tracking logs hours and minutes spent on each ticket
• Merge related tickets and link associated issues together
• Lock tickets to prevent unauthorized editing
• Full audit trail records every action taken on a ticket
• Track ticket source (web form, email, or custom sources)

🤖 Automation and Workflows

• Auto-close inactive tickets after configurable inactivity period
• Automatic handler assignment based on department, product, or category rules
• Email-to-ticket conversion creates tickets from incoming emails
• Cron job scheduling for background tasks
• Customizable ticket statuses with open/closed workflow states

📧 Email Integration

• Support requests submitted via email automatically generate tracked tickets
• Users and handlers can reply to tickets via email or website
• WYSIWYG email templates for all notifications (ticket created, replied, closed, etc.)
• CC and BCC support for ticket notifications
• Email activity logging tracks all sent/received messages
• Configurable notifications for every ticket action

📊 Reporting and Dashboard

• Dashboard Widgets - Visual statistics for today, this week, month, and year
• 7 Built-in Reports:
  • Daily Activity Report - Tickets opened/closed trends
  • Daily Tickets Report - Ticket volume by day
  • Handler Messages Report - Staff activity metrics
  • Idle Tickets Report - Find inactive tickets needing attention
  • Active Users Report - User engagement tracking
  • Open Tickets Report - Current workload overview
  • List Tickets Report - Customizable ticket listing
• Custom Reports - Create your own report templates
• Visual Graphs - Trend charts for ticket activity
• Time Tracking Reports - Hours logged per ticket/handler

👥 Team Collaboration

• Assign handlers to tickets and forward between departments
• Private comments visible only to support staff
• Ticket groups allow teams to share and collaborate on tickets
• Canned responses for quick replies to common questions
• CC management adds additional recipients to ticket notifications
• Handler performance tracking across reports

⚙️ Customization

• 15+ Custom Field Types: Calendar, checkboxes, color picker, dual combo (dependent dropdowns), integer, link, map/location, output display, price, profile fields, radio buttons, rating, SQL dropdowns, SQL combo, text, textarea, and more
• Custom field permissions: user see/edit, user see + handler edit, or handler-only
• Plugin system for creating custom field types
• Customizable ticket statuses with colors and display settings
• Customizable priority levels
• CSS editor for visual customization
• Print templates for professional ticket printing
• WYSIWYG email template editor

❓ FAQs

• Multiple categories with nested organization
• Featured FAQs view highlights important answers
• FAQ tags group similar questions together
• Accordion, popup, or new page display options
• Editable on both frontend and backend
• Joomla search integration
• Category listing module included

📚 Knowledge Base

• Library of articles organized by product and nested categories
• Article ratings and user comments
• File attachments for downloads and documentation
• Search and browse by rating or comment count
• Easy print button for offline reading
• Multiple customizable view modes

💬 Testimonials

• Users submit testimonials directly on your website
• Full moderation workflow with approval queue
• Captcha protection against spam
• General and product-specific testimonial sections
• Testimonial listing module included
• Moderate from dedicated section or inline anywhere on site

📖 Glossary

• Define terms used throughout your website
• Tooltip highlights automatically appear on glossary terms site-wide
• Display all terms on one page or group alphabetically by letter
• Joomla content plugin works across your entire site
• Seamless integration with all JoomHelpdesk components

📢 Announcements

• Display announcements list to keep users informed
• User comments on announcements (optional)
• Module displays most recent announcements
• Customizable display settings

🔐 Security and Permissions

• Full Joomla ACL (Access Control List) integration
• 50+ Granular Permission Actions across 11 permission sections
• Control access to: view tickets, open tickets, reply, forward, change status, edit fields, close tickets, view reports, and more
• Handler-level permissions for department and product access
• HTML Purifier sanitizes all content for security
• Captcha integration for spam protection
• Asset-based access control for component sections

🔍 Search Integration

• Smart Search (Finder) indexes FAQs, Knowledge Base, Announcements, and Glossary
• Standard Joomla Search plugin integration
• Advanced Search Module with configurable search fields:
  • Subject, reference number, username, email, full name
  • Handler, message content, status, product
  • Department, category, priority, ticket groups
• Multiple layout options (vertical, horizontal, labels above/side)

🌍 Multi-Language Support

• Full multi-language integration with Joomla's language system
• Translation interface for admin labels
• Language override management
• Language-specific content filtering

📦 8 Included Modules

1. Support Module - Handler and user ticket summary widget
2. Advanced Search Module - Multi-field ticket search form
3. FAQs Module - Display featured FAQs with pagination
4. Categories/Products Module - Browse FAQ and KB categories
5. KB Product Info Module - Contextual product information
6. Announcements Module - Recent announcements display
7. Testimonials Module - Display customer testimonials
8. Glossary Module - Terms and definitions display

🧩 Extensibility

• Internal Plugin System with 6 plugin types:
  • Custom Field Plugins - Create new field types
  • Cron Plugins - Background job handlers
  • Email Check Plugins - Incoming email parsing
  • GUI Plugins - UI customization hooks
  • Report Plugins - Custom report generators
  • Ticket Print Plugins - Print template customization
• 11 Joomla Plugins included for system integration
• Import tools for bulk data migration
• Quick Icon for admin dashboard access