Demo site of Joomla Helpdesk component

Frequently Asked Questions

Download the package and install via Joomla Extension Manager.

Upload the package ZIP file through Extensions > Install in your Joomla administrator panel. The installer will set up all required database tables and default configuration. After installation, navigate to Components > JoomHelpDesk to begin setup.

Check your Joomla mail settings and JoomHelpDesk email configuration.

Verify that Joomla Global Configuration has correct SMTP or PHP mail settings. Then check JoomHelpDesk Settings > Email to ensure notifications are enabled. Test by sending a test email from Joomla's mail settings page.

Set up email templates and triggers in the admin panel.

Navigate to JoomHelpDesk > Settings > Email Templates to customize notification content. Configure which events trigger emails (new ticket, reply, status change) and set recipient rules for agents and customers.

Use the Custom Fields manager to add fields to ticket forms.

Go to JoomHelpDesk > Custom Fields to create new fields. Choose from text, dropdown, checkbox, date, file upload, and other types. Link fields to specific products or departments and set required/optional status.

We offer Single Site, Developer (5 sites), and Agency (unlimited) licenses.

JoomHelpDesk is available in three license tiers: Single Site for one domain, Developer for up to five domains, and Agency for unlimited domains. All licenses include one year of updates and support with optional renewal.

Navigate to the support portal and click "New Ticket".

From the frontend support portal, click the "New Ticket" button. Select a product, department, and fill in the subject and description. You can also attach files and set the priority level before submitting.

Review user group permissions in JoomHelpDesk access settings.

Go to JoomHelpDesk administration and check the access control settings. Ensure the user belongs to a support group with appropriate permissions. Also verify Joomla's global permissions allow the user group to access the component.

Configure auto-assignment rules in the department settings.

Edit each department and set a default handler. You can also create round-robin assignment by configuring support groups. Tickets will automatically be assigned to the designated agent or group when submitted.

Enable the API plugin and authenticate with token-based auth.

Install and enable the JoomHelpDesk API plugin. Generate an API token from your user profile. Use the token in the Authorization header for all API requests. Endpoints are available for tickets, users, products, and departments.

Contact sales or use the upgrade option in your account dashboard.

Log into your JoomBoost account and navigate to Subscriptions. Click the Upgrade button next to your current license. The price difference will be prorated based on your remaining subscription period.

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