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.

Screenshots

Agent dashboard	New ticket

Ticket details	Nova admin

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

Security Vulnerabilities

If you discover a security vulnerability, please report it responsibly through private communication with the maintainers.

License

The MIT License (MIT). Please see License File for more information.

Credits

Developed and maintained by the A2Z WEB crew:

• Dawid Makowski
• Website: https://a2zweb.co/
• GitHub: https://github.com/a2zwebltd/