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I really liked playing with the trial version of this software. The downer for me was the lack of a way for non-registered users to submit tickets which RSTickets and Billets offers. They are working on this from what I understand.
Love the Knowledgebase (I think FAQ could just go away, seems redundant) which is searchable from the joomla search as long as the plugin is enabled.
Wish the license was similar to Billets where you purchase it and are allowed to install on as many domains as you wish.
Nice product and will be keeping me eye on future releases.

I have been using Joomla! for over a year, and I have never left a review. I did in this case first of all because this extension rocks! Features, usability, style and configuration are all perfect! I really appreciate the work you guys put into this.
And secondly, I just couldn't bare to see that poor rating be the first thing people see when evaluating this extension. I thought this product delivered excellent features, just as described. Give it a try, you will like it :)

This component has great potential and maybe all of the functions work in the commercial version. However, the free version does not have any functionality and is misleading. It should really not be marked as such and be in this Joomla extension site. With that said, here is what the free version does not have (even though the documentation shows the functionality and claims it exists)...
1. Cannot edit/delete knowledge base articles.
2. Same with tickets
3. Can add articles but thats it nothing else.

If this free version was mean't to be more of a trial/marketing/demo version for customers to try and get them to buy the commercial version, it failed in doing that. The commercial version is extremely expensive. Much better tools in the market place for that price. I would have paid the 35 or even 185 for it, but 635 is ridiculous.
hopefully, they can release a free version that actually works as stated and I would be happy to pay a reasonable amount for a commercial version. Also the documentation is actually mean't for the commercial version as none of the functions as related to the knowledge base and tickets it claims the free version has is in the software I downloaded.

This looks like a really good system but the free or "non-commercial" version has Tickets and Knowledgebase disabled so it's not even a working Demo. So I can't actually evaluate how it works. The setup was fairly standard for this kind of system and everything looks nice. Well organized. But I couldn't test it because the critical features weren't functional. If you want the program you have to buy it. The price is reasonable.

We have been using the commercial version of the MaQma product for almost six months and it is excellent. It is very feature rich and easy to customise to our exact needs.

The developers are very responsive and helpful and adding new features with regular updates.

I cannot recommend this highly enough!

Unfortunately I wasn't able to use this component, because the Admin buttons (specifically 'Apply' and 'Save') don't work. I was hoping to find answers on their website, but there is nothing there in the KB about it... The other problem I have is that the entire component is not intuitive, the terminology used is not descriptive in a way that allows you to setup the component easily. Terms such as Client User, Customer User, Assigned User - none of these mean anything to me, so you have to consult documentation (which I haven't found yet) to find out what they mean. Too bad, looks like a great component.

I am using joomla for last 2 years, but never signed up in this site.. but this time I signed up only to post a review for this product. Its excellent. Let it be FREE as it is.A special thanks to Ma!ma team for this awesome work.

For me all was perfect. Application is awesome and support was also quick and helpful. The most complete helpdesk for Joomla, for sure.

A lot of the feedback here says the product is fantastic (which I strongly agree with) but the support is terrible.

I think their just a bit overwhelmed with the success of their product. If I ever get really stuck, calling them (rather than logging a ticket) normally gets the problem resolved quickly.

I would suggest that componentslab start a forum for customers so they can support each other with the easy stuff.
That might take the strain off their support team and allow more time for them to do development work.

The product itself is VERY flexible and suits our needs completely.
It has loads of editable templates for each screen and email and can be configured very easily.
Comparing this product to the other Joomla ticket systems out at the moment is easy. This one knocks socks off all the others in terms of functionality.

However, most of the code is compiled and is not editable.
Because of this you will need ioncube installed. It's pretty easy to do on most servers, but something to bear in mind before you purchase.

Lastly, I always wait a couple of weeks before installing one of their service patches (with the exception of security fixes) to make sure they've tested it properly. IMHO they're a bit too quick with patch releases and they may not be as stable as they could be.

Hopefully, the J1.5 native version will be out soon as I can't wait to get my hands on it!

The extension is far beyond that what is listed here. Huge portfolio of functions to create and manage tickets, including functions for knowledge base. The component is process oriented - you can create knowledge base articles converting tickets - and has funtions that I could not find other help desk solutions. In particular the ReadMail function is a pleasure to work with. Last but not least it has many statistic functions.

This solution was awesome for us, it included almost all we wanted to provide support for 6.000 users and the small things it didn't included they've done it for us.

Their support was always fast and we have no complaints at all. We are resellers from them and already implemented the system in a couple of our customers.

A professional and powerful solution. I recommend it for all companies that really care about customer support.

I bought this component because of the ability to customize the ticket forms. I have a number of fairly sophisticated ticket driven processes and this feature was critical.

The component installed easily and while the documentation wasn't the best, I still figured it out. Unfortunately, there are a number of serious bugs that make the customizable features unusable. What is more frustrating is that, as other reviewers wrote below, the support is pretty much non-existent, quite an irony for a company that builds support desk software.

Even more frustrating is that I paid 300+ Euro for an upgrade and they have yet to deliver release the software to me. I'm beginning to wonder how "real" this company is based on my experience and the experience of the other reviewers.

This is all terribly unfortunate. Were the component to work as described and their support sufficient, I would give this component an Excellent rating. As it stands, however, anyone looking for something more advanced than a simple ticket system should keep looking.

We had such high hopes for this product, which looks great and promises fantastic results. Sadly, we experienced many issues when attempting custom changes for our client, in line with instructions from the manual.

The support from this company is next to non existent. I have to agree with the previous comment that this drastic lack of support leaves this product incapable of performing in a corporate environment.

Very disappointing.

I love this component!!!! This does anything...extremely flexible. I would recommend this to anyone. The on site documentation knowledge base is not extensive but there support is 100%. Within hours I was able to contact the developer by Skype and he helped me through every aspect of this component.

We originally bought the corporate version of this component for about 100 dollars. We later decided that we needed multiple workgroups, so we upgraded to the professional version that is around 500 dollars. We also purchased the maintenance and the logo removal options. For about the first 2 weeks support was AMAZING. We usually received an answer within the day, if not within an hour or two. However, after about 2 weeks, we didn't here any responses to our emails or tickets for over a month. We then received one reply finally after about a month and a half. The reply stated that someone else was now handling support, and that he would be looking over our ticket and answering within the next few days. That was on April 16th, and it is now June 9th, almost two months later, and we have not heard one word from anyone at componentslab. We love the component, but there are certain things that we need support to handle for us. We set this all up on a test site, and let them know that we would be switching over to a live site a few months later. They agreed to switch our license to the new site for us. We are now ready to launch our site, but cannot because the Support Center license is set to our test site. The other downside, is that if the license isn't correct, it breaks your entire site, not just when a user would actually use the support center component. If the Support Center component is not licensed for the domain, when you try to go to the homepage of the domain you will get errors on the page instead of the site's home page. The errors are stating that Support Center is not licensed for the domain. In the end, great component, but the once wonderful support that they offered has dwindled down to nothing. Hopefully they will start answer tickets and emails again, because if not, I will have to remove this component from the site and be out about 600 dollars:(

I bought this component a month and a half ago - and got it up and running in it's basic form.

Trouble is, some of the modules don't work correctly (the latest articles in the knowledgebase for instanse - very important to us).

I submitted a support call and set the priority to urgent (10 days - very slow).

After 2 weeks I hadn't had a response, so I added to the ticket asking for an update.

It's now 5 weeks later, and I've got no response.

This is one of the more expensive components (my version cost me £120) so the lack of support is not just completely unacceptable but also makes this component unusable in a corporate environment.

I bought a pro version (400$) a few months ago, and I want to say that the componant itself is great BUT the support is really poor. If they can't help you, they WON'T answer your tickets, which is incredible when you buy a comp' at such price ...

It is sad to say, but I wasn't able to install and run it.
I am an experienced Joomla installed. I have installed more than 40 different extensions in the different webs I maintain.
I installed a demo of this program and the only result was to transform my web site in a blank page screen.
After some attempts to contact with the support, I was able to have a reply, asking me to send the log file of the application install. I insisted several times to get a solution, and silence was the only thing I got.
Finally, I got tired to insist, and I found the Flyspray application that suits my needs.
I think that the Component Labs people should take a better care of incidents with their own product, in order to obtain more satisfied users.

DID YOU RELEASE A UTF-8 VERSION?

This certainly is a very nice looking product that has a framework that is impressive. I tried Support Center, but was never able to get it to work for my organization. My problems were:

1. There is no public access to Support Center so that outside customers can enter or view their own support tickets.

2. One of the updates broke Support Center. When I notified SC of the problem they were quick to correct with a subsequent patch, but it left me wondering about their QA.

3. Another subsequent update left me unable to update or save a ticket, which basically rendered the product useless. I was still testing the product, so I waited patiently for 30 days, hoping for another update, after the suggestion offered by SC failed to work. I declined an offer to grant the SC author admin access to my site, so perhaps the problem is my own - I was appreciative of the offer, but felt uncomfortable having to grant such access for what appeared to be such a basic problem.

My basic sense is that Support Center Helpdesk simply does not have a large enough user base to ensure that problems such as the ones I described above are adequately vetted during a QA process. I think the support offered is adequate, but this product is not ready for anything close to a mission critical piece of software.