First-time setup

Use this checklist the first time you configure a live desk. Work top to bottom so customers and agents see a complete experience.

1. Open the dashboard

1. Go to Components > Easy Helpdesk > Dashboard.
2. If the desk is empty, choose Install sample data to explore, or Start with an empty desk for production.

2. Create departments

1. Open Departments.
2. Add at least one published department (for example Sales, Technical Support).
3. Set an optional department email and auto assignment mode: manual, round robin, or least open tickets.

3. Add agents

1. Open Agents.
2. Link each agent to a Joomla user and a department.
3. Flag department managers where someone should see the wider desk.

4. Review configuration

1. Open Configuration.
2. Set ticket prefix, guest access, default status and priority, mail sender details, and portal theme.
3. Confirm CAPTCHA settings on the Security tab.

5. Check email templates

1. Open Mail and routing > Email Templates.
2. Read the nine default templates. Send a test from any template edit screen.

6. Add frontend menu items

1. Open Menus and create items for Portal, Submit Ticket, My Tickets, optional Knowledge Base, and Staff console.
2. Publish each item in a visible menu.

7. Set permissions

1. Open Configuration > Permissions or Users > Groups > [group] > Component permissions.
2. Grant Work with tickets, Reply, and related actions to your agent group.

8. Enable scheduled tasks

1. Open System > Scheduled Tasks.
2. Enable Easy Helpdesk: fetch mail and Easy Helpdesk: SLA sweep on a sensible interval.

9. Test end to end

1. Submit a ticket on the site as a guest.
2. Reply from the administrator or staff console.
3. Confirm the customer email arrives and the ticket updates in My Tickets.