Permissions and ACL

Set permissions under Configuration > Permissions or per user group in Joomla.

Core Joomla actions

• Admin, Options, Manage, Create, Delete, Edit, Edit state

Easy Helpdesk actions

• Work with tickets (Agent): view and reply to tickets
• Manage helpdesk (Manager): manage settings and content lists gated to managers
• Reply to a customer: send answers the requester receives
• Write a private note: internal notes only
• Change status and priority
• Assign and move tickets: owner and department changes
• Merge and split tickets
• Edit requester details: name and email corrections

Department scoping

Agents see and assign only inside their departments. Managers run the wider desk. Staff intake respects department scope.

Suggested groups

• Registered customers: portal access only via menu assignment
• Support agents: Agent, Reply, Note, Status, Assign on their group plus agent records
• Team leads: add Manager and Merge where needed