Demo site of Joomla Helpdesk component

Frequently Asked Questions

Go to the admin panel and use the Products and Departments views.

In the JoomHelpDesk administration panel, navigate to Products to add your software products or services. Then go to Departments to create support categories. Link departments to specific products or set them to handle all products.

Check product and department assignments for the user's group.

Tickets may be hidden if the user's support group does not have access to the relevant product. Verify group-product associations and ensure the ticket status is not filtered out in the current view.

Edit statuses and priorities in the admin panel.

Go to JoomHelpDesk > Ticket Statuses to add, edit, or reorder statuses. Similarly, navigate to Ticket Priorities to manage priority levels. You can set colors, default behaviors, and auto-close rules for each.

Configure an email account in the Email Check settings.

Go to JoomHelpDesk > Settings > Email Check and add a POP3/IMAP email account. Set the check interval, default product, department, and priority for incoming tickets. The cron system will periodically check for new emails.

Yes, you can transfer via the license management page.

Go to your JoomBoost account > Licenses and click Transfer. Enter the new domain name and confirm. Note that each domain change counts as one transfer, and some license tiers have transfer limits.

Add Joomla users to support groups in the admin panel.

Create support groups under the Groups section. Add existing Joomla users as members and set their permissions. Agents with admin privileges can handle tickets, while regular members can only view and submit.

The dashboard requires at least one ticket to display statistics.

If you have just installed JoomHelpDesk, the dashboard will be empty. Create a test ticket to verify the charts and statistics are working. Also check that the date range filter is set correctly.

Set response and resolution time targets per priority level.

In JoomHelpDesk Settings, configure SLA targets for each priority level. Set first response time and resolution time goals. The system will track compliance and flag overdue tickets on the dashboard.

Use Joomla language overrides and JoomHelpDesk translation fields.

Install additional Joomla language packs. In JoomHelpDesk, each content item (products, departments, statuses) has a translation field where you can enter localized text. Use Joomla's language filter plugin for frontend language switching.

We offer a 30-day money-back guarantee on all new purchases.

If you are not satisfied with JoomHelpDesk within 30 days of purchase, contact our support team for a full refund. Refunds are not available for renewal subscriptions or after the 30-day period has elapsed.

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