Support - Contact/Ticket Helpdesk for Bagisto v2.3.8

Drop‑in contact form and mini helpdesk for Bagisto v2.3.8. Turn inquiries into tickets with subjects, priorities, categories, assignees, internal/public notes, attachments, and SLAs. Support admins triage with filters, canned replies, bulk actions; customers get a token portal and email updates.

Features

Admin Features

• Ticket Management: Full CRUD operations for support tickets
• Status Management: Customizable ticket statuses (new, open, resolved, closed)
• Priority Levels: Configurable priorities (low, medium, high, urgent)
• Categories: Organize tickets by category
• Assignees: Assign tickets to team members
• Watchers: Add multiple watchers to tickets for notifications
• Notes: Internal and public notes with customer email notifications
• Attachments: File upload support for tickets and notes
• Filters: Advanced filtering by status, priority, category, assignee
• Bulk Actions: Perform actions on multiple tickets at once
• Canned Responses: Pre-defined responses for quick replies
• SLA Management: Automatic SLA due date calculation based on priority
• Activity Log: Track all changes and actions on tickets
• Automation Rules: Create rules to automatically transition ticket statuses based on time
• Scheduled Automation: Hourly scheduled command to apply automation rules
• Slack Integration: Get notifications in Slack channels

Customer Features

• Token Portal: Secure token-based access to tickets (no login required)
• Contact Form: Easy-to-use contact form for submitting tickets
• Email Notifications: Automatic email updates on ticket status changes
• Reply System: Customers can reply to tickets via the portal

Installation

Step 1: Install via Composer

composer require kevinbharris/support

Step 2: Publish Configuration and Views (Optional)

php artisan vendor:publish --tag=support-config
php artisan vendor:publish --tag=support-views

Step 3: Run Migrations

php artisan migrate

Step 4: Create Default Statuses and Priorities

You can manually create statuses and priorities via the admin panel, or seed them programmatically:

use KevinBHarris\Support\Models\Status;
use KevinBHarris\Support\Models\Priority;
use KevinBHarris\Support\Models\Category;

// Create default statuses
Status::create(['name' => 'New', 'code' => 'new', 'color' => '#3b82f6', 'sort_order' => 1]);
Status::create(['name' => 'Open', 'code' => 'open', 'color' => '#f59e0b', 'sort_order' => 2]);
Status::create(['name' => 'Resolved', 'code' => 'resolved', 'color' => '#10b981', 'sort_order' => 3]);
Status::create(['name' => 'Closed', 'code' => 'closed', 'color' => '#6b7280', 'sort_order' => 4]);

// Create default priorities
Priority::create(['name' => 'Low', 'code' => 'low', 'color' => '#6b7280', 'sort_order' => 1]);
Priority::create(['name' => 'Medium', 'code' => 'medium', 'color' => '#f59e0b', 'sort_order' => 2]);
Priority::create(['name' => 'High', 'code' => 'high', 'color' => '#ef4444', 'sort_order' => 3]);
Priority::create(['name' => 'Urgent', 'code' => 'urgent', 'color' => '#dc2626', 'sort_order' => 4]);

// Create default categories
Category::create(['name' => 'General', 'slug' => 'general', 'sort_order' => 1]);
Category::create(['name' => 'Technical', 'slug' => 'technical', 'sort_order' => 2]);
Category::create(['name' => 'Billing', 'slug' => 'billing', 'sort_order' => 3]);

Configuration

The configuration file is located at config/support.php after publishing. Key configuration options:

Email Configuration

'email' => [
    'from_address' => env('SUPPORT_FROM_EMAIL', 'support@example.com'),
    'from_name' => env('SUPPORT_FROM_NAME', 'Support Team'),
],

Add to your .env:

SUPPORT_FROM_EMAIL=support@yourdomain.com
SUPPORT_FROM_NAME="Your Support Team"

SLA Configuration

Configure SLA hours for each priority level:

'sla' => [
    'low' => 72,      // 72 hours
    'medium' => 48,   // 48 hours
    'high' => 24,     // 24 hours
    'urgent' => 4,    // 4 hours
],

Slack Integration

Enable Slack notifications:

'slack' => [
    'enabled' => env('SUPPORT_SLACK_ENABLED', false),
    'webhook_url' => env('SUPPORT_SLACK_WEBHOOK_URL', ''),
    'channel' => env('SUPPORT_SLACK_CHANNEL', '#support'),
    'username' => env('SUPPORT_SLACK_USERNAME', 'Support Bot'),
],

Add to your .env:

SUPPORT_SLACK_ENABLED=true
SUPPORT_SLACK_WEBHOOK_URL=https://hooks.slack.com/services/YOUR/WEBHOOK/URL
SUPPORT_SLACK_CHANNEL=#support
SUPPORT_SLACK_USERNAME="Support Bot"

Attachments Configuration

'attachments' => [
    'max_size' => 10240, // KB
    'allowed_extensions' => ['jpg', 'jpeg', 'png', 'gif', 'pdf', 'doc', 'docx', 'txt', 'zip'],
    'storage_path' => 'support/attachments',
],

Usage

Admin Routes

All admin routes are prefixed with /admin/support:

• /admin/support/tickets - List tickets
• /admin/support/tickets/create - Create new ticket
• /admin/support/tickets/{id} - View ticket details
• /admin/support/tickets/{id}/edit - Edit ticket
• /admin/support/statuses - Manage statuses
• /admin/support/priorities - Manage priorities
• /admin/support/categories - Manage categories
• /admin/support/canned-responses - Manage canned responses
• /admin/support/rules - Manage automation rules

Customer Portal Routes

• /support/contact - Contact form for submitting new tickets
• /support/ticket/{token} - View and reply to ticket

Add Customer Service Portal to Theme

• Open Admin Panel/Settings/Theme.
• Look for "Footer Links" and click "Edit".
• Add Link to "https://your-domain.com/support/contact".

Creating Tickets Programmatically

use KevinBHarris\Support\Models\Ticket;

$ticket = Ticket::create([
    'subject' => 'Need help with my order',
    'description' => 'I have a question about order #12345',
    'customer_name' => 'John Doe',
    'customer_email' => 'john@example.com',
    'status_id' => 1,
    'priority_id' => 2,
    'category_id' => 1,
]);

// Calculate SLA due date
$ticket->calculateSlaDue();
$ticket->save();

Adding Notes

use KevinBHarris\Support\Models\Note;

$note = Note::create([
    'ticket_id' => $ticket->id,
    'content' => 'We are looking into your issue.',
    'is_internal' => false, // false = customer can see, true = internal only
    'created_by' => auth()->id(),
    'created_by_name' => auth()->user()->name,
]);

Adding Watchers

use KevinBHarris\Support\Models\Watcher;

Watcher::create([
    'ticket_id' => $ticket->id,
    'email' => 'manager@example.com',
    'name' => 'Support Manager',
]);

Creating Canned Responses

use KevinBHarris\Support\Models\CannedResponse;

CannedResponse::create([
    'title' => 'Welcome Message',
    'shortcut' => '/welcome',
    'content' => 'Thank you for contacting us! We will get back to you soon.',
]);

Creating Automation Rules

Automation rules allow you to automatically transition ticket statuses after a specified time period:

use KevinBHarris\Support\Models\Rule;

Rule::create([
    'name' => 'Auto-close resolved tickets',
    'description' => 'Automatically close tickets that have been resolved for 72 hours',
    'from_status_id' => 3, // Resolved status ID
    'to_status_id' => 4,   // Closed status ID
    'after_hours' => 72,
    'is_enabled' => true,
]);

Scheduling the Automation Command

Add the automation command to your Laravel scheduler in app/Console/Kernel.php:

protected function schedule(Schedule $schedule)
{
    $schedule->command('support:auto-transition-tickets')->hourly();
}

Make sure your Laravel scheduler is running:

* * * * * cd /path-to-your-project && php artisan schedule:run >> /dev/null 2>&1

Configuration for Automation

Enable or disable automation globally in your .env:

SUPPORT_AUTOMATION_ENABLED=true

Or in config/support.php:

'automation' => [
    'enabled' => env('SUPPORT_AUTOMATION_ENABLED', true),
],

Events

The package fires the following events:

• KevinBHarris\Support\Events\TicketCreated - When a new ticket is created
• KevinBHarris\Support\Events\TicketUpdated - When a ticket is updated
• KevinBHarris\Support\Events\NoteAdded - When a note is added to a ticket

You can listen to these events in your application:

// In EventServiceProvider
protected $listen = [
    \KevinBHarris\Support\Events\TicketCreated::class => [
        \App\Listeners\SendTicketNotification::class,
    ],
];

Database Schema

The package creates the following tables:

• support_statuses - Ticket statuses
• support_priorities - Ticket priorities
• support_categories - Ticket categories
• support_tickets - Tickets
• support_notes - Ticket notes/replies
• support_attachments - File attachments
• support_watchers - Ticket watchers
• support_canned_responses - Canned responses
• support_activity_logs - Activity logs
• support_rules - Automation rules

Requirements

• PHP 8.1 or higher
• Laravel 11.x
• Bagisto 2.3.8
• MySQL 5.7+ or PostgreSQL

License

This package is open-sourced software licensed under the MIT license.

Support

For support, please open an issue on the GitHub repository or contact kevin.b.harris.2015@gmail.com.

Contributing

Contributions are welcome! Please feel free to submit a Pull Request.