Transform your customer support experience with **HNAM Help Desk** — a lightweight, high-performance support ticket system built natively for Joomla 5 and Joomla 6.

🌟 Why Choose HNAM Help Desk (Free Edition)?

Unlike typical free extensions that artificially restrict functionality, HNAM Help Desk Free is a fully functional, production-ready solution with no limits on tickets, categories, or staff agents.

• ⚡ Blazing-Fast Modern Interface: Enjoy seamless navigation, quick inline thread inspection, and instantaneous status updates powered by modern UI architecture.
• 🔒 Rock-Solid Privacy & Isolation: Strict owner isolation ensures customers can only ever see their own tickets. Zero risk of cross-account data leaks.
• 🖼️ Protected Attachments & Instant Previews: Support clients with screenshots and files. Features an in-browser preview modal and secure download endpoints that block direct hotlinking.
• ⚙️ 100% Joomla 5 & 6 Native: Utilizes modern Joomla dependency injection, service providers, and strict ACL. Free of legacy jQuery dependencies or obsolete bridge plugins.
• ✅ 100% JED Standards Compliant: Thoroughly tested and verified with the official JED Checker (0 Errors, 0 Warnings, 100% GPLv2+).

🚀 Key Features

👥 Client Support Portal

• Intuitive Ticket Management: Customers can track issue progress, filter open/resolved cases, and reply directly within a clean timeline.
• Structured Ticket Submission: Simple form with dynamic category selection, priority levels (Low, Normal, High, Urgent), and formatted descriptions.
• Guest Ticket Creation (Optional): Enable guest submissions with CAPTCHA verification and time-limited magic confirmation links.
• Mobile-First Responsive Layout: Delivers a smooth, native-like experience on smartphones, tablets, and desktop browsers alike.

🛡️ Staff & Administration Console

• Centralized Support Dashboard: Quick operational overview of active, waiting, and closed tickets.
• Full Ticket Lifecycle Control: Update status effortlessly across Open, In Progress, Waiting on Customer, Resolved, and Closed.
• Manual Ticket Assignment: Delegate tickets directly to specific support agents or departments.
• Internal Private Notes: Keep your team aligned with internal staff notes that remain completely hidden from customers.
• Outbound Email Alerts: Automatic notification emails dispatched to staff on new submissions and to clients on staff replies using Joomla's native mail engine.
• Audit History: Full timeline tracking of ticket updates, replies, and status transitions.

📋 Feature Comparison

| Capabilities | Free Edition | Pro Edition |
|---|:---:|:---:|
| Core Ticket Lifecycle & Unlimited Tickets | ✅ Yes | ✅ Yes |
| Responsive Customer Portal & Isolation | ✅ Yes | ✅ Yes |
| Secure Attachments & Image Preview Modal | ✅ Yes | ✅ Yes |
| Outbound Email Notifications | ✅ Yes | ✅ Yes |
| Staff Management & Private Notes | ✅ Yes | ✅ Yes |
| Joomla ACL & Category Control | ✅ Yes | ✅ Yes |
| Canned Responses & Quick Replies | — | ⭐️ Pro |
| SLA Tracking & Escalation Matrix | — | ⭐️ Pro |
| Email-to-Ticket Intake (IMAP, Gmail, M365) | — | ⭐️ Pro |
| Automated Assignment & Triggers | — | ⭐️ Pro |
| CLI / Console Automation Tasks | — | ⭐️ Pro |

💻 System Requirements

• Joomla Compatibility: Joomla 5.0+, Joomla 5.4+, Joomla 6.0+
• PHP Version: PHP 8.1, 8.2, 8.3, or 8.4
• Database: MySQL 8.0+ or MariaDB 10.4+ (utf8mb4 support)
• License: GNU General Public License version 2 or later (GPL-2.0+)

🛠️ Quick Installation Guide

1. Download pkg_hnamhelpdesk-free-x.x.x.zip.
2. In your Joomla Admin, navigate to System > Extensions > Install and upload the package.
3. Open Components > HNAM Help Desk to set up your support categories.
4. Create a new menu item pointing to HNAM Help Desk > Customer Tickets.
5. You are ready to deliver top-tier support to your users!