Frequently Asked Questions

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.

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.

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.

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.

JoomHelpDesk requires Joomla 5.x or later, PHP 8.1 or higher, and MySQL 8.0 or MariaDB 10.4+. The server should have sufficient memory (128MB+ recommended) and the PHP mail or SMTP functions enabled for email notifications.

In Joomla Menu Manager, create a new menu item and select JoomHelpDesk > Support Main Menu as the type. Configure the access level and publish the menu item. Customers will use this page to submit and track their support tickets.

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.

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.

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.

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.

In Joomla Global Configuration, set Error Reporting to Maximum and enable Debug System. Check the error logs in your server's log directory. Common causes include PHP memory limits, conflicting extensions, or database connection issues.

Check that the upload directory (components/com_joomhelpdesk/files/support/) exists and has write permissions (755 or 775). Verify that PHP upload limits in php.ini allow the file sizes your users need.

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.

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.

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.

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.

Navigate to Knowledge Base > Categories to create your documentation structure. Then add articles with detailed content, linking them to relevant products. Publish them to make them available on the frontend portal.

First ensure a CAPTCHA plugin (reCAPTCHA) is installed and configured in Joomla Plugin Manager. Then in JoomHelpDesk Settings, enable CAPTCHA for the ticket submission form to prevent spam submissions.

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.

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.

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.

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.

JoomHelpDesk includes a plugin-based report system. Navigate to the Reports section and configure filters for date range, status, product, and department. Export reports as CSV or view them as charts in the admin dashboard.

Create automated workflows by configuring auto-assignment rules, status transition triggers, and scheduled cron tasks. For example, set tickets to auto-close after 7 days of inactivity or escalate high-priority tickets automatically.

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.

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.

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.

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.

Log into your JoomBoost account and go to Subscriptions. Click Renew next to your license. Early renewal extends your subscription from the current expiration date. Late renewal starts from the renewal date.

Contact our sales team for volume pricing on 10 or more site licenses. We also offer custom enterprise agreements with dedicated support, priority updates, and SLA guarantees for large organizations.