We shall officially launch our Atol Solutions Ticket System for our Clients beginning of 2026.
Happy Holidays and a healthy and succesful 2026
Atol Ticket System is a help desk for our clients who are given access and permissions to create support tickets of various nature. Think of operational support for issues, change requests for quotation, new projects or ideas for us to work on.
Overview
- Only the person who filed the ticket and specifically authorised users, called the support staff or “managers”, can reply to them. This is unlike a forum where anyone can reply.
- Support tickets can be private or public. Private tickets are only visible to you and the support staff of this category. Public tickets are visible to everyone — but, still, only the user filing the support ticket and the support staff can reply to it.
- Tickets can optionally have up to ten attached files. It can configure the attachments to have the same visibility as the ticket itself or always be treated as private. In the latter case only the user filing the support ticket and the support staff can see the attachments, even if the ticket itself is public.
- All of that, including who can file public and private tickets and who can attach files, is controlled with the built–in Joomla permissions system, commonly referred to as the Joomla ACL.
Key Features
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Deep integration with the the Joomla Permissions a.k.a. Joomla ACL for fine grained access control.
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Dark Mode support with our optional, free of charge DarkMagic plugin.
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Ability to turn off replies / new tickets with an optional message e.g. for holidays or planned maintenance periods.
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Prevent XSS exploits (injections) and other security issues using the third party HTMLPurifier library.
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Provide private and public tickets.
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Attachments support. Optionally make attachments only visible to and downloadable by the ticket owner and the support staff, even on public tickets.
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User profile plugin. Users can set their signature for the ticket system and/or add email addresses their ticket replies should be CC'ed to.
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Manager notes, for keeping private notes visible only to support staff.
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Pre-filled new ticket body, customisable per support category, guiding the user to enter all the necessary information you need to help them.
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Email notifications of new, replied to and edited tickets with customisable templates.
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Receive new tickets or ticket replies via email.
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Integrates with Smart Search, making public tickets searchable. You cannot search private tickets; Joomla's Smart Search does not allow excluding results based on the currently logged in user.
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Automatically display Smart Search results or third party search engine results when the user files a new support ticket, reducing your support load. This can be used to implement an FAQ (Frequenty Asked Questions) functionality / knowledge base using standard Joomla articles — no need to reinvent the wheel!
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Saved replies ("canned replies") your support staff can easily use when replying to tickets.
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Automatic replies based on rules including ticket age, who has replied to it, content etc.
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Automation for common administrative tasks.
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Custom ticket statuses when the default (Open, Pending and Closed) are not enough for your use case. Up to 99 additional ticket statuses are supported.
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Optional Time cards, i.e. how much time each member of the support staff has spent replying to tickets over a specific period of time.
Important
As a valued & participating client, you can find here the progress & status of your tickets, assignments, resolutions and more, naturally pertaining to your situation only.
Also you can look up/search your tickets, like a sort of library of what happened with your site. We shall post tickets/events of items for sofware updates for instance, so you can see what has happened on your site through time. Anoher example, for some clients we maintain content and periodic newsletters, they would be able to find them in their ATS as well.
In case you need further information, you can email or call us, so we can be of assistance ~ at your service!
