Laravel Customer Support

A portable Laravel customer-support / helpdesk engine — tickets with threaded replies, attachments, internal notes, agent assignment, SLA tracking, mail notifications, a Livewire + Flux UI, and Nova admin resources.

Designed to drop into any Laravel app with minimal wiring while remaining fully customisable.

Requirements

• PHP 8.2+
• Laravel 11 / 12 / 13
• livewire/livewire ^3 or ^4 (for the bundled UI)
• livewire/flux ^2 (recommended — Blade templates use Flux components)
• spatie/laravel-medialibrary ^11 (attachments)
• laravel/nova ^5 (optional — auto-registers Nova resources when present)

Installation

composer require a2zwebltd/laravel-customer-support
php artisan migrate
php artisan vendor:publish --tag=customer-support-config   # optional

Add the trait to your User model:

use A2ZWeb\CustomerSupport\Concerns\HasSupportTickets;

class User extends Authenticatable implements HasMedia
{
    use HasSupportTickets;
}

Define the agent gate in AppServiceProvider::boot():

Gate::define('manage-support-tickets', fn (User $user) => $user->is_admin);

Features

• Ticket statuses: Open, Pending, In Progress, Awaiting Customer, Resolved, Closed
• Priorities: Low / Normal / High / Urgent — each with configurable SLA hours
• Configurable categories
• Threaded replies (SupportTicketMessage)
• Internal notes (visible only to agents)
• Attachments via spatie/laravel-medialibrary (on tickets and messages)
• Agent assignment with assigned_to
• SLA timer (due_at) + EscalateOverdueTickets console command for cron escalation
• Mail notifications: created / replied / status-changed / resolved (markdown, queueable)
• Domain events: TicketCreated, TicketReplied, TicketStatusChanged, TicketAssigned
• Policies on ticket + message resources
• Livewire + Flux UI (teal accent, dark-mode aware)
• Nova resources auto-registered when Nova is installed

Routes

(Prefix and middleware configurable in config/customer-support.php.)

Configuration

See config/customer-support.php. Highlights: user_model, routes, admin_gate, categories, sla_hours, mail.admin_recipients, attachments, theme.accent.

Cron

// routes/console.php
use Illuminate\Support\Facades\Schedule;

Schedule::command('support:escalate-overdue')->hourly();

Testing

composer test

License

MIT — see LICENSE file.