Agents

An agent is a Joomla user linked to the helpdesk. Without an agent row, a user cannot be assigned tickets even if they have permissions.

Agent fields

• Joomla user: required; pick the account that will own tickets
• Department: primary queue, or All departments for wide access
• Department manager: when Yes, the user can manage wider desk settings and lists gated to managers
• Published: unpublish to remove from assignee dropdowns without deleting the user

Permissions work together

Grant component ACL actions (Agent, Reply, Assign, and others) on the user group and create an agent record. Frontend staff console access needs both.

Auto assignment

When a department uses round robin or least open, only published agents in that department are considered.

List tools

Search and filter by published state to find agent rows quickly on larger teams.