🏆 HelpDesk – Online Ticketing System with Website — Ticket Support & Management Platform

Modern help desk for customer support, SLAs, automation, and knowledge base — SEO-optimized, E-E-A-T compliant, and ready for GPL redistribution on wpshop.net.

🚀 Overview

HelpDesk is a full-stack online ticketing system with a public website/portal for customers and a robust agent console for teams.
Customers submit and track tickets; agents collaborate with canned replies, assignments, and automations to resolve issues quickly.
Ideal for SaaS companies, e-commerce stores, MSPs, schools, hospitals, and city services.

Experience: Designed around real support workflows — multi-channel intake, SLAs, escalations, team handoffs, and CSAT — reflecting what high-volume support teams use daily.

✨ Key Features

• Omnichannel Tickets: web form, email piping/IMAP fetch, and API submission.
• Agent Workspace: priorities, tags, internal notes/mentions, bulk actions, and merge/split tickets.
• Automations: triggers, SLA policies, auto-assignment (round-robin), and time-based escalations.
• Knowledge Base: categories, articles, search, and SEO-friendly public help center.
• Customer Portal: track requests, upload attachments, view history, and rate solutions (CSAT).
• Canned Responses & Macros: reusable replies and multi-step actions to speed resolution.
• Teams & Roles: admins, managers, agents, and custom permissions; departments/queues.
• Analytics & Reports: first response time, resolution time, backlog, agent productivity, and SLA breaches (CSV/XLSX export).
• Notifications: email templates, optional push, and digest summaries.
• Security & Privacy: role-based access, attachment scanning (optional), GDPR data export/delete.
• Localization: multi-language UI, RTL support, and timezone-aware SLAs.
• Extensibility: REST API, webhooks, and event hooks for custom workflows.

⚙️ Technical Stack

• Backend: PHP 8.1+ (Laravel) with REST/JSON API, Composer.
• Frontend: Blade/Tailwind (or Bootstrap) with AJAX/Fetch; SPA-ready endpoints.
• Database: MySQL 8+/MariaDB 10.4+; Redis optional for cache/queues.
• Email: SMTP for outbound; IMAP/POP3 piping or cron fetch for inbound.
• Real-time (optional): WebSockets/Pusher for live updates and agent presence.
• Server: Nginx/Apache, PHP-FPM, HTTPS, required PHP extensions (OpenSSL, cURL, Intl, Mbstring, Zip, GD).
• Jobs/Scheduling: Supervisor for queue workers; cron for schedule:run.

🧩 Installation Guide

1. Prepare Server: create database; ensure PHP 8.1+, Composer, and required extensions.
2. Deploy Code: upload files; set writable permissions for storage/ and bootstrap/cache/.
3. Environment: copy .env.example to .env; set APP_URL, DB, MAIL (SMTP/IMAP), and QUEUE settings.
4. Install & Key: composer install --no-dev --optimize-autoloader → php artisan key:generate.
5. Migrate/Seed: php artisan migrate --seed to create tables and sample data.
6. Queues & Cron: run workers (Supervisor) and add cron: * * * * * php artisan schedule:run.
7. Email Intake: configure IMAP/pipe script per docs; test ticket creation via email.
8. Branding & KB: upload logo, set colors, and publish knowledge base articles.

📦 Deliverables

• Complete Laravel source code (API + web portal + agent console).
• Database migrations/seeders and sample email templates.
• Environment templates and queue/supervisor examples.
• Documentation: install, email piping, automation/SLA, theming, and API usage.
• Sample KB structure and demo data (optional).

📱 Supported Platforms

• Web App: modern browsers (Chrome, Edge, Safari, Firefox).
• Hosting: Linux (Ubuntu/Debian/CentOS) recommended; Windows/macOS suitable for development.
• Email: any SMTP/IMAP provider with app passwords or OAuth (as configured).

🧠 Notes

• License: distributed under the GPL for testing, learning, and development.
• Customization Tips: use policies/events for bespoke routing; add macros for canned flows; enable WebSockets for live agent updates.
• SEO Assurance: semantic headings, schema-ready KB, clean URLs, and meta fields on public help center.
• Compliance: configure data retention, PII redaction, and export/delete endpoints to meet GDPR requests.

👨‍💻 Original Developer Credit

Credit to the original developer. For commercial license, updates, and official support, visit
CodeCanyon.

🔒 Disclaimer

This package is provided under the GNU General Public License (GPL) and redistributed for testing, learning, and development.
We are not affiliated with or endorsed by the original developer or marketplace. All trademarks belong to their respective owners.
For commercial use, updates, and official support, purchase a valid license from the original author.