Support – All in-one Laravel Help Desk Support Management Solution

✨ Key Features

• Omni-Channel Tickets: capture via email piping/forwarding, web form, or internal portal; automatic ticket number & threading.
• SLAs & Business Hours: define response/resolution targets, holidays, and after-hours rules; breach alerts and reports.
• Agent Collaboration: private notes, internal @mentions, assignments, watchers, and visibility rules.
• Departments & Teams: route by department, priority, category, or custom fields; load-balanced auto-assignment.
• Canned Responses & Macros: one-click replies, bulk actions, and reusable workflows for repetitive tasks.
• Knowledge Base (KB): categories, tags, search, draft/publish flow, and SEO fields for self-service deflection.
• Customer Portal: ticket history, status tracking, and KB access with mobile-friendly UI.
• Custom Fields & Forms: tailor intake with dropdowns, dates, attachments, and validation rules.
• Automation & Triggers: event-driven rules (new ticket, status change, SLA risk), email/webhook notifications.
• Reports & Dashboards: FRT/ART, backlog, SLA compliance, deflection rate, agent productivity, CSAT polls.
• Roles & Permissions: granular RBAC for admins, managers, agents, and end users; audit trail logs.
• Email Templates: Blade-based templating, per-department branding, DKIM/SPF-friendly notifications.
• Multilingual & RTL-Ready: localization files and date/number formats.
• Scalability: queue-driven mailers, Redis cache, Horizon/Supervisor compatible for high volume.

⚙️ Technical Stack

• Framework: Laravel (typical compatibility: 9/10+)
• Language: PHP 8.1+ recommended
• Database: MySQL 5.7+/8.0 or MariaDB 10.3+
• Frontend: Blade, Alpine.js/Vanilla JS; Tailwind/Bootstrap (project-dependent)
• Queues/Cache: Redis or database/file cache; Horizon/Supervisor for workers
• Build Tools: Composer, Node.js 16+ with NPM/Yarn, Vite/Laravel Mix (per project)
• Server: Nginx/Apache with HTTPS; PHP extensions: openssl, mbstring, pdo_mysql, intl, curl, fileinfo, json, zip

🧩 Installation Guide

1. Prepare: create a staging copy; confirm PHP, DB, and queue prerequisites.
2. Upload: place the module/package into your Laravel app (e.g., /modules or per vendor docs).
3. Install deps: composer install --no-dev then composer dump-autoload.
4. Environment: set mail credentials (SMTP/API), queue driver, cache, and app URL in .env.
5. Migrate/Seed: php artisan migrate --force (and db:seed if provided).
6. Build assets: npm install & npm run build.
7. Queues: start workers (php artisan queue:work) under Supervisor; configure cron for scheduled tasks.
8. Email piping: set up forwarding/aliases to the ticket intake address; verify DKIM/SPF.
9. Harden: php artisan optimize:clear, set correct permissions for storage/ and bootstrap/cache.

Tip: Test SLA timers, canned replies, and escalations on staging before production cut-over.

📦 Deliverables

• Full module/package (GPL build) for a Laravel application
• Quick-start guide & basic configuration examples (departments, SLAs)
• Localization starter files (en + sample)
• Changelog/version tag
• GPL license text

📱 Supported Platforms

• Server OS: Linux (Ubuntu/CentOS/Alma) recommended; Windows/macOS suitable for development
• Browsers: Latest Chrome, Firefox, Safari, Edge
• Devices: Responsive admin and end-user portal for desktop, tablet, and mobile

🧠 Notes

• License: Distributed under the GNU General Public License (GPL) for educational, testing, and lawful use.
• Customization Tips: extend via events/listeners and service providers; override Blade views using namespaced view paths; avoid editing core to simplify updates.
• Performance & SEO: enable HTTP/2, Redis cache, and queue workers; add structured data to KB articles; set canonical URLs for public KB topics.
• Security: enforce HTTPS, rotate app keys, restrict admin routes, configure rate limiting, and keep dependencies updated.

👨‍💻 Original Developer Credit

Originally authored by the vendor listed on CodeCanyon (or the original marketplace).
Please support the developer by purchasing a commercial license when your use case requires it.

🔒 Disclaimer

This is a GPL redistribution intended for learning, testing, and lawful use. We are not the original developers and provide no implied warranties.
All trademarks and product names belong to their respective owners. For production or commercial deployments, review licensing obligations and obtain a valid license from the original author when necessary.