RegioTicket is a support and ticket system fully integrated into Joomla 5 and Joomla 6. The extension makes it possible to record support requests in a structured way through the frontend, process them in the Joomla backend and document the entire processing history transparently.
RegioTicket combines a customer portal, ticket management, product and version management, categories, SLA deadlines, attachments, notifications, reporting and system diagnostics in one central Joomla component.
Customer Portal in the Frontend
Logged-in Joomla users receive their own support area.
The following areas can be provided through Joomla menu items:
- My Tickets
- New Ticket
My Tickets
Users can see only the support tickets assigned to their own account.
The ticket overview includes, among other things:
- ticket number
- subject
- product
- status
- priority
- last modification
- search function
- status filter
- product filter
- sorting
- pagination
- configurable number of tickets per page
In addition, statistical information about the user's own tickets can be displayed, for example:
- all tickets
- active tickets
- tickets awaiting customer feedback
- resolved tickets
This allows users to see at any time which of their requests are still being processed and which have already been completed.
Creating New Support Tickets
Logged-in users can create new support requests through the frontend.
A request may contain, among other things:
- affected product
- affected product version
- alternative or unlisted version
- support category
- subject
- detailed problem description
- priority
- screenshots
- diagnostic and PSR files
Only approved products, versions and categories are offered to the customer for selection.
After successful creation, the ticket receives a unique ticket number.
Product Management
Products for which support is offered can be centrally managed in the Joomla backend.
Administrators can:
- create products
- edit products
- publish or disable products
- store product descriptions
- manage current product versions
- search and filter products
Only published products are available to customers when creating a new ticket.
Products that are already linked to tickets are protected against accidental deletion.
Product Version Management
RegioTicket has its own version management for supported products.
Several versions can be stored for each product.
Possible support statuses include, for example:
- Current
- Supported
- Older Version
- Support Ended
One version can be defined as the current version for each product.
Version notes and release information can also be stored.
When creating a ticket, customers can select the product version actually affected.
If a version is not listed, an individual version number can alternatively be entered.
The reported version is stored as a snapshot in the ticket. This means it remains possible to determine which product version the original support request referred to, even if the product management data changes later.
Categories
Support requests can be assigned to different categories.
Examples include:
- Error
- Installation
- Update
- Usage
- Configuration
- Feature Request
- General Support Request
Categories can be:
- created
- edited
- published
- disabled
- sorted
- searched
In addition, categories can have their own SLA requirements.
Ticket Priorities
Every ticket has a priority.
Available priorities are:
- Low
- Normal
- High
- Urgent
The priority can influence the intended response and resolution times.
Ticket Status
The processing state is controlled through defined status values.
Available statuses include:
- New
- Open
- In Progress
- Waiting for Customer
- Resolved
- Closed
This allows both customers and support staff to see at any time which phase a support case is currently in.
Closed tickets can no longer be replied to in the frontend.
Assignment to Support Staff
Tickets can be assigned to individual authorised support agents.
This makes it possible to establish clear responsibility within a support team.
The administration distinguishes, among other things, between:
- assigned tickets
- unassigned tickets
- tickets assigned to the current support agent
Support agents can automatically be informed by email when a new assignment is made.
Communication Directly Within the Ticket
Customers and support staff communicate directly within the respective ticket.
This keeps all communication relating to a support case stored together.
The ticket history can include:
- original customer message
- customer replies
- support replies
- internal notes
- status changes
- priority changes
- support-agent changes
- category changes
- product changes
- version changes
- added attachments
- first support response
Internal notes are intended for internal support processing and are handled separately from public replies.
Complete Ticket History
RegioTicket logs important changes within a ticket.
This creates a traceable history of the entire support process.
Among other things, it can document:
- when the ticket was created
- when the status was changed
- when the priority was changed
- when a support agent was assigned
- when the customer replied
- when support replied
- when an internal note was created
- when the category or product assignment was changed
- when the first support response occurred
Screenshot Uploads
Customers and support staff can add screenshots to a ticket request or reply.
Supported formats are:
- PNG
- JPG/JPEG
- WEBP
The permitted:
- number of files
- maximum file size
can be defined in the configuration.
Uploads are not accepted solely on the basis of the file extension but are additionally checked technically.
Diagnostic and PSR Files
In addition to images, controlled diagnostic attachments can be permitted.
Supported formats include:
- ZIP files, for example Windows PSR recordings
- TXT
- LOG
- JSON
- XML
- MHT
- MHTML
ZIP files are checked with security in mind and are not automatically extracted.
The number and maximum size of diagnostic files can be configured separately.
This makes RegioTicket particularly suitable for technical software and IT support.
Protected File Downloads
Attachments are not simply made available as freely accessible files.
Downloads are controlled through the application.
In addition, a SHA-256 integrity check can be enabled.
When a file is downloaded, its current hash is calculated again and compared with the stored integrity information.
If the file has been modified, the download can be blocked for security reasons.
SLA Management
RegioTicket includes integrated SLA and deadline management.
For support tickets, two targets can in particular be calculated:
- target time for the first support response
- target time for the resolution
The specifications can be configured depending on ticket priority.
For example, different deadlines can be defined for:
- Low
- Normal
- High
- Urgent
In addition, each category can have its own SLA times.
If a category has no individual time specification, RegioTicket uses the values of the respective priority.
SLA Monitoring
The system can identify, among other things:
- first response overdue
- resolution target overdue
- resolution due within the next 24 hours
- SLA met
- SLA missed
- SLA still pending
This allows critical support cases to be prioritised specifically.
If the category or priority is changed, SLA targets can be recalculated based on the original creation time.
Backend Dashboard
The central RegioTicket dashboard provides an overview of the most important support information.
The following information can be displayed, among other things:
- open tickets
- active tickets
- tickets without an assigned agent
- status distribution
- open tickets by product
- overdue first responses
- overdue resolution targets
- tickets due soon
- current support activities
The dashboard also provides direct access to central administration areas.
Ticket Management in the Backend
The ticket list in the Joomla backend supports extensive search and filtering options.
Tickets can, for example, be filtered by:
- search term
- status
- product
- product version
- category
- priority
- support agent
- SLA status
This allows even large numbers of tickets to be managed efficiently.
Bulk Processing
Several tickets can be processed together.
For multiple selected tickets, for example, it is possible to:
- change status
- assign a support agent
Such changes are also documented in the ticket history.
Email Notifications
RegioTicket has a configurable notification system.
Email messages can be triggered, among other things, by:
- creation of a new ticket
- confirmation of ticket receipt to the customer
- new customer reply
- new support reply
- status change
- assignment to a support agent
Support recipients can be configured.
Alternatively, authorised RegioTicket support agents can automatically be used as recipients.
A custom subject prefix can also be defined for emails.
An error during email delivery does not prevent the actual ticket operation from being saved.
Reports and Statistics
RegioTicket contains a dedicated area for support reporting.
The following can be analysed, among other things:
- total number of tickets
- active tickets
- ticket distribution by status
- ticket distribution by priority
- ticket distribution by product
- ticket distribution by category
- ticket distribution by support agent
- first-response SLA compliance
- resolution SLA compliance
The reporting period can be restricted using date filters.
CSV and JSON Export
Filtered report data can be exported as actual files.
Supported formats:
- CSV
- JSON
For security and data-protection reasons, complete ticket texts, replies and attachments are not included in the statistical export.
Personal customer data is also excluded by default.
Administrators can explicitly configure whether names and email addresses may be included in reports.
The maximum number of exported records can also be limited.
System Check and Diagnostics
RegioTicket has an integrated system check for productive operation.
Important technical prerequisites and security functions can be checked.
The diagnostics include, among other things:
- database schema
- Joomla schema version
- configuration
- attachment storage
- attachment metadata
- integrity information
- technical installation requirements
A production status helps identify potential configuration or security problems at an early stage.
ACL and Permission Management
RegioTicket uses Joomla permission management.
Separate permissions can be assigned for, among other things:
- manage tickets
- manage products
- manage categories
- manage product versions
- view system check
This allows, for example, a support employee to process tickets without simultaneously receiving full administrative rights over the entire component.
Frontend Access Protection
The support area is linked to Joomla user accounts.
Visitors who are not logged in do not have access to personal tickets.
When accessing a protected RegioTicket menu item, users can be redirected to the Joomla login and then returned to the desired support area.
Each user can view only their own support tickets.
Joomla Menu Integration
RegioTicket provides its own menu item types.
This allows Joomla administrators to create pages directly in the menu manager such as:
- RegioTicket – My Tickets
- RegioTicket – New Ticket
Frontend navigation is integrated into Joomla routing and prepared for SEF URLs.
Multilingual Support
RegioTicket has a multilingual architecture.
The current version contains language files for:
- German
- English
- French
- Spanish
- Italian
- Portuguese
Backend and frontend use Joomla language keys and can be displayed according to the configured Joomla language.
Security Functions
Various security mechanisms were taken into account during development.
These include, among other things:
- Joomla ACL
- user and ownership checks
- controlled access to tickets
- protected file downloads
- file and MIME validation for uploads
- limitation of file size and number of files
- validation of image files
- limitation of image dimensions
- controlled diagnostic attachments
- ZIP security checks
- SHA-256 integrity verification of attachments
- server-side input validation
- Joomla CSRF protection for write operations
- protection against unauthorised access to other users' tickets
Joomla 5 and Joomla 6
RegioTicket has been built as a modern Joomla extension and is intended for current Joomla versions.
The package includes, among other things:
- Joomla component
- frontend
- backend
- database schema
- update SQL
- ACL configuration
- Joomla service provider
- modern frontend router
- language files
- installation and update routines
Typical Support Case Workflow
A typical RegioTicket process may look as follows:
- A user logs in to the Joomla website.
- The user opens “New Ticket”.
- The user selects product, version and category.
- The problem is described.
- A priority is selected.
- Screenshots or diagnostic files are added if required.
- RegioTicket creates a unique ticket number.
- Support is notified.
- A support employee opens the ticket in the backend.
- The ticket is assigned to an agent.
- Status and, where applicable, priority are adjusted.
- Support replies within the ticket.
- The customer can receive an email notification if configured.
- The customer can reply directly within the ticket.
- All actions are documented in the ticket history.
- Once processing has been completed successfully, the ticket is set to Resolved or Closed.
Areas of Application
RegioTicket is particularly suitable for:
- Joomla extension developers
- software providers
- IT service providers
- web agencies
- hosting providers
- companies with technical customer support
- internal IT departments
- associations and organisations
- providers of paid or free digital products
- websites with customer or member areas
Summary
RegioTicket is an integrated Joomla support centre that goes far beyond a simple contact form.
The extension combines:
Ticket management + customer portal + product management + version management + categories + priorities + SLA + support communication + secure attachments + diagnostic uploads + notifications + reports + data protection functions + system diagnostics + Joomla ACL
in one central Joomla extension.
This creates a traceable support process from the receipt of a customer enquiry through processing and communication to the documented resolution of the problem.
