Troubleshooting

I installed the zip but I do not see Easy Helpdesk

Confirm you installed pkg_easyhelpdesk, not a random folder. Open Components in the sidebar. Clear cache. Log out and back in so the menu refreshes.

Submit ticket page is blank or 404

Create a menu item of type Easy Helpdesk > Submit Ticket (or open Portal and use its CTA). Publish the menu. Clear SEF and Joomla cache.

Guest submit says captcha is wrong

Reload the security code and try again. Do not open the form in two tabs. For Turnstile, check keys and that your domain is allowed in Cloudflare.

Customers receive no email

Check System > Global Configuration > Server mail settings first. Then Configuration from name/email, Mail log errors, and that the template for that event is published. Use Test send on a template.

Inbound mail does not create tickets

Publish a mailbox (or fill Email fetching). Click Fetch email. Confirm Scheduled Task or cron key. Check host, port 993/SSL, username, and password. Review Mail log and blocklist.

Staff console shows access denied

Grant Agent (and Reply) on the user group, create an Agents row for that user, publish the Staff console menu item, and assign the menu to a viewable access level.

Agent cannot see a ticket

The ticket department may be outside the agent scope. Put the agent in that department, or mark them All departments / manager as needed.

Assign dropdown is empty

Publish at least one agent in that department. Unpublish agents do not appear.

Attachments rejected

Check allowed extensions and max KB in Configuration. Also raise PHP upload_max_filesize and post_max_size. When replying, type a message before attaching.

SLA never shows breached

Publish an SLA policy that matches department and priority. Enable the SLA sweep Scheduled Task. Confirm business hours if the policy uses them.

Knowledge base empty on the site

Turn on Offer the knowledge base, publish articles and categories, add a Knowledge Base menu item, clear cache.

Article suggestions never appear on submit

KB must be enabled, articles published, and the subject/body must share words with an article title.

Ticket locked by another user

Someone else opened the ticket for edit. Ask them to Save or Cancel. Read-only demo users do not hold locks.

Guest cannot find ticket

Use the exact ticket number and the same email used when creating it. Prefer Email me a link or the mailed access token.

Configuration Save does nothing

You need Options permission. Read-only demo users cannot save. After a successful save, clear cache and hard-refresh.

New email template button is missing

Every notification event already has a template. Edit an existing one, or unpublish one event if you want to recreate it.

Portal colours look wrong after a theme change

Save Configuration, clear Joomla and browser cache (Ctrl+F5). Custom CSS may override the accent.

Package uninstall warnings

Uninstall Easy Helpdesk Package from System > Manage > Extensions. Do not uninstall the component or Task plugin alone.