README

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
{
    use HasSupportTickets;
}

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

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

Without this gate nobody counts as an agent: agent replies are treated as customer replies (wrong status, no first_response_at) and /support/admin returns 403 for everyone.

Features

• Ticket statuses: Open, Pending, In Progress, Awaiting Customer, Resolved, Closed
• Priorities: Low / Normal / High / Urgent — each with configurable SLA hours
• Categories with configurable labels and icons (keys come from the TicketCategory enum)
• 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, nova, layout.

• categories keys must be TicketCategory enum values (bug, question, billing, feature_request, account, other). You can relabel, re-icon, reorder or remove them. The form saves unknown keys as other.
• nova.register_resources (default true), nova.group (default Feedback) and nova.user_resource (the Nova resource used for customer / assignee / author fields, default App\Nova\User).
• layout (env CUSTOMER_SUPPORT_LAYOUT, default components.layouts.app) must name a layout view that exists in your app.

Styling (Tailwind v4)

The views use literal Tailwind classes with a teal accent. Tailwind v4 does not scan vendor/, so add the package views as a source in resources/css/app.css, then rebuild:

@source '../../vendor/a2zwebltd/laravel-customer-support/resources/views/**/*.blade.php';

To change the accent colour (or anything else), publish the views with php artisan vendor:publish --tag=customer-support-views, edit them, and add @source '../views/vendor/customer-support/**/*.blade.php';. Published views take precedence over the package's and composer update does not refresh them, so re-sync them after upgrading.

The theme.accent config key was removed in v1.1.0. It never reached the views.

Cron

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

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

Testing

composer test

AI agents (Laravel Boost)

The package ships Laravel Boost resources: a short guideline (resources/boost/guidelines/core.blade.php) and the customer-support-development skill (resources/boost/skills/). They need Boost 2 or newer in the host app:

composer require laravel/boost --dev
php artisan boost:install            # first time
php artisan boost:update --discover  # already using Boost

Select a2zwebltd/laravel-customer-support when Boost lists the packages.

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/