FAQ
Does Easy Helpdesk support Joomla 4?
No. This package targets Joomla 5 and 6 with PHP 8.1+.
Does it need jQuery?
No. Frontend scripts use native JavaScript and Web Asset Manager.
Where do I click after install?
Components > Easy Helpdesk > Dashboard. That is your home base.
Do I have to install sample data?
No. Fresh installs stay empty until you choose Install sample data or start empty.
What menus do I need on the site?
At minimum: Portal (or Submit + My Tickets), and Staff console for agents. Add Knowledge Base if you use help articles.
Why can nobody be assigned to a ticket?
Create an Agent row that links a Joomla user to a department. Permissions alone are not enough.
What is the difference between Agent and Manager?
Agents work tickets in their department. Managers can manage wider desk screens and see beyond a single department when scoped that way.
Can I disable the knowledge base?
Yes. Switch off Offer the knowledge base in Configuration for a tickets-only portal. Admin KB screens stay available so you can draft articles first.
How many email templates can I have?
One template per notification event. When every event already has a template, New is hidden. Unpublish a template to silence that event.
Can I fetch multiple mailboxes?
Yes. Publish multiple rows under Mailboxes. The Email fetching tab in Configuration is the older single-mailbox setup and still works.
Do I need the PHP imap extension?
No. Easy Helpdesk talks to IMAP over a plain socket.
Do customers need Joomla accounts?
Not when Allow guest tickets is on. They get a ticket link by email. Offer password sign in only if your customers already have site accounts.
How does a guest open My Tickets later?
Use Email me a link on the portal, or Find ticket with number + email, or the token link from the original mail.
Where do agents work tickets?
Administrator ticket edit, or the frontend Staff console menu item (no admin login needed).
How do I stop one email notification?
Unpublish that event under Email Templates, or turn off Notify customers / Notify staff globally.
What does a ticket number look like?
Your ticket prefix (default EHD) plus a generated code, for example
EHD26080274A1CA.Can I change the ticket prefix?
Yes, under Configuration > General > Ticket prefix. Existing numbers keep their old prefix.
What priorities exist?
Low, Normal, High, Urgent.
What are default statuses?
Open, Pending, Waiting on customer, On hold, Resolved, Closed. You can add custom statuses under Ticket setup > Statuses.
Can agents merge duplicates?
Yes, with Merge permission. Split lifts one message into a new ticket when Allow splitting messages is on.
What is a private staff note?
An internal message the customer never sees and is never emailed.
What are watchers?
Extra CC email addresses that receive public reply copies.
What is a canned reply macro?
A saved answer that can also set status, priority, assignee, and tags when inserted.
How do SLA clocks work?
Policies set first-response and resolve minutes. Business hours in Configuration limit counting when enabled on the policy. The SLA sweep task flags breaches and can escalate.
Is there a demo mode?
Yes. Put usernames in Read-only demo usernames. They can browse but cannot save.
Will a demo user lock my tickets?
No. Read-only demo accounts open forms without checkout.
Where do I turn CAPTCHA off for logged-in users?
Configuration > Security > Ask visitors only = Yes.
Can I use Cloudflare Turnstile?
Yes. Set CAPTCHA provider to Turnstile and enter site and secret keys.
How do I brand the portal?
Configuration > Portal: theme (Minimal, Classic, Soft, Ink), accent colour, corners, widths, font, density, header style, and custom CSS.
How do I hide a staff side panel?
Configuration > Staff ticket screen: switch off time log, KB suggestions, custom fields, history, activity, or watchers.
Does uninstall remove everything?
Uninstall Easy Helpdesk Package from System > Manage. Child component and Task plugin uninstall alone is blocked when they belong to the package.
Where is support?
support.joomlax.com. Include Joomla version, PHP version, page URL, and steps to reproduce.