Guest Support for Joomla!

Guest Support is a free and complete customer support ticket system for Joomla!. By using this extension, you will be able to provide customer support very easily and smoothly where Users can create new Tickets and Replies and Agents can Reply to Tickets without any Login and Registration.

Features - Create new ticket:

• Users can create ticket without any Login/Registration
• Live Joomla! Article suggestions based on user's typing on the Subject input field through Ajax (Requires Guest Support Pro).
• User can upload files with maximum allowed number of files, total files size and allowed file types/extensions based on settings.
• Google reCAPTCHA 3 SPAM verification.
• Verify email with OTP (One Time Password) through Ajax (Requires Guest Support Pro).
• Internal email validation system to identify fake/mistyped/invalid and disposable temporary email addresses.
• 99.9% SPAM free if you enable reCAPTCHA and Email verification.

Features - Create reply:

• After creating a new ticket, both User and support Agent will receive email notification with a unique ticket link.
• Agent can reply to the ticket using the unique ticket link without any Login.
• User can reply to the ticket using the unique ticket link without any Login.
• Both User and Agent can edit last/all reply message(s) based on settings.
• Both User and Agent can close ticket when submitting a reply.
• Both User and Agent can close ticket using a Close Ticket link.
• Both User and Agent can Re-open closed ticket if allowed in the settings.
• On the single ticket view page, both User and Agent can see links of other submitted tickets of the same user based on the user's email address.

Features - Signature and profile photo (Pro version required):

Both User and Agent can set profile photo and default signature if allowed in the settings. Login/registration required to use this feature.

Features - Create ticket for users by Administrators and Agents:

• Admin can create tickets for other registered users from admin.
• Agents can create tickets for other registered users from frontend (Requires Guest Support Pro).

Features - List of tickets:

• Admins can see list of all ticket on the Joomla! Administrators.
• Agent can see list of all tickets submitted to the Agent's Department on the frontend (Requires Guest Support Pro).
• Registered Users can see list of all tickets (Requires Guest Support Pro).
• If you a user register later with an email address that was used to submit tickets, all of the user's tickets (before and after registration) will show on frontend tickets list page (Requires Guest Support Pro).
• Filter tickets by ticket status 'Open', 'Pending', 'Closed' and Departments.
• Sort tickets by 'Ticket Created Date A-Z', 'Ticket Created Date Z-A', 'Last Reply Date A-Z' and 'Last Reply Date Z-A'
• Search tickets by subject and email address.
• Users and Agents still able to see list of submitted tickets on the single ticket view page without Login/Registration.

Features - Admin - Department:

• You can create/edit/delete unlimited Departments. One Department support in free version.
• Assign support Agent to each Department.
• You can show/hide Departments field on the frontend ticket submission form.
• Add additional email notifications email addresses to each Department.
• When new ticket submitted to a specific Department, the assign support Agent and additional email addresses will receive email notifications.

Features - Admin - Forms and Form Builder:

• You can create/edit/delete unlimited forms with dedicated custom fields, features and options. One Form support in free version.
• You can add different forms with different and dedicated custom fields to different pages and receive support tickets.
• You can create menu items for each form and show different forms on different pages.
• Add unlimited custom fields (Requires Guest Support Pro).
• Supported custom fields are:
  
  • Textbox
  • Email
  • Number Box
  • Textarea
  • Dropdown/Select
  • Radio Group
  • Checkbox Group
  • Hidden
  • Date Picker
  • Date and Time Picker
  • Content (Support HTML)

Features - Dedicated options for each form:

• Add/edit/remove unlimited custom fields with field Name, Label, Placeholder, Error message etc (Requires Guest Support Pro).
• Option to show the custom field on Ticket submission or Reply form or both (Requires Guest Support Pro).
• Option to add/remove custom fields inputs on Email notifications (Requires Guest Support Pro).
• Re-order all (core and custom) fields.
• Arrange/re-arrange all (core and custom) fields with 1-3 columns.
• Enable/disable File upload.
• Enable/disable Google reCAPTCHA.
• Enable/disable Email verification (Requires Guest Support Pro).
• Enable/disable Joomla! article suggestions when typing on the Subject field (Requires Guest Support Pro).
• Add your own CSS Classes for input fields and buttons.
• Add your own buttons texts.

Features - Email settings and templates:

• Support Joomla! default email delivery system.
• Support dedicated SMTP for this extension only.
• Dedicated and customisable new ticket and reply email templates for both Users, Agents and Additional email addresses with necessary placeholders.

IMAP Email Integration (Requires Guest Support Pro):

Email Integration allows you to connect your Guest Support ticket system to your email inbox, automating the process of handling support emails. Once configured, the system will regularly check your inbox for new emails and replies, ensuring seamless ticket management.

• New Emails: When a user sends an email to your configured support email address, the system will automatically:
  • Create a new ticket in the system.
  • Send a notification email to both the user and the assigned Support agent.
• Replies to Tickets: If a user or the assigned Support agent replies to their ticket via email, the system will:
  • Fetch the reply from your inbox.
  • Add it as a response to the related ticket in the system.
  • Send a notification email to the user if the reply is from the Support agent, or to the assigned Support agent if the reply is from the user.

With Email Integration, you can provide seamless support by managing both ticket and email interactions in one place. Automatically create tickets for new emails and update tickets with email replies, ensuring every interaction is logged and tracked within your Guest Support ticket system.

How it works?

• After creating a new ticket, a unique ticket link url will generate with 2 unique and dedicated random IDs and the ticket link url will send to Submitter and support Agent by email.
• With the unique ticket link url both the User/submitter and the support Agent will be able to reply to the ticket without any login/registration.
• When viewing and replying tickets, 2 unique IDs will be verified to give access to the ticket.
• Ticket link url will send with email notifications and there is no other way to see the url.
• Encrypted Agent information on the ticket link url to identify and verify Agent when replying as Agent.