Laravel Service Desk

A complete, headless Service Desk package for Laravel featuring ticket management, SLA tracking, knowledge base, service catalog with approval workflows, and multi-channel email integration.

Features

Ticket Management - Full lifecycle with status transitions, priorities, assignments, watchers, and auto-generated reference numbers
SLA Management - Policies with business hours, breach detection, near-breach warnings, pause/resume, and escalation rules
Knowledge Base - Articles with versioning, publishing workflow, full-text search, feedback collection, and SEO fields
Service Catalog - Dynamic form builder, multi-step approval workflows, and automatic ticket creation
Email Integration - Inbound email processing via IMAP, Mailgun, SendGrid, Resend, and Postmark
Event-Driven - 24 domain events for extensibility
Notifications - 10 built-in notification classes with queue support
Translations - English and Brazilian Portuguese included
Headless - No built-in UI; integrate with Filament, Livewire, Inertia, or any frontend

Requirements

PHP 8.2+
Laravel 11.x or 12.x

Installation

Install the package via Composer:

composer require jeffersongoncalves/laravel-service-desk

Publish the configuration and migrations:

php artisan vendor:publish --tag="service-desk-config"
php artisan vendor:publish --tag="service-desk-migrations"

Run the migrations:

php artisan migrate

Optionally publish the translation files:

php artisan vendor:publish --tag="service-desk-translations"

Configuration

The configuration file config/service-desk.php allows you to customize:

Models

'models' => [
    'user' => \App\Models\User::class,     // Who creates tickets
    'operator' => \App\Models\User::class,  // Who handles tickets
],

Ticket Settings

'ticket' => [
    'reference_prefix' => 'SD',            // Ticket references: SD-00001
    'default_status' => 'open',
    'default_priority' => 'medium',
    'allowed_extensions' => ['jpg', 'png', 'pdf', 'doc', 'xlsx', ...],
    'max_file_size' => 10240,              // KB
    'max_attachments_per_comment' => 5,
    'attachment_disk' => 'local',          // Any Laravel filesystem disk
    'auto_close_days' => null,             // null = disabled
    'allow_reopen' => true,
],

SLA Settings

'sla' => [
    'enabled' => true,
    'auto_apply' => true,                  // Auto-apply policies on ticket creation
    'near_breach_minutes' => 30,
    'pause_on_statuses' => ['on_hold'],
    'default_business_hours_schedule' => null,
],

Knowledge Base

'knowledge_base' => [
    'enabled' => true,
    'versioning_enabled' => true,
    'feedback_enabled' => true,
    'track_views' => true,
    'search_engine' => 'database',         // Or custom implementation
],

Service Catalog

'service_catalog' => [
    'enabled' => true,
    'auto_create_ticket' => true,          // Auto-create ticket from requests
    'approval_enabled' => true,
],

Email Integration

'email' => [
    'enabled' => true,
    'subject_prefix' => '[Service Desk #:reference]',
    'threading_enabled' => true,

    'inbound' => [
        'driver' => env('SERVICE_DESK_INBOUND_DRIVER'), // imap|mailgun|sendgrid|resend|postmark
        // Driver-specific settings...
    ],
],

Notifications

'notifications' => [
    'channels' => ['mail'],
    'queue' => env('SERVICE_DESK_NOTIFICATION_QUEUE', 'default'),

    'notify_on' => [
        'ticket_created' => true,
        'ticket_assigned' => true,
        'ticket_status_changed' => true,
        'comment_added' => true,
        'sla_breached' => true,
        // ...
    ],
],

Setup

Preparing Your User Model

Add the HasTickets and IsOperator traits to your User model:

use JeffersonGoncalves\ServiceDesk\Concerns\HasTickets;
use JeffersonGoncalves\ServiceDesk\Concerns\IsOperator;

class User extends Authenticatable
{
    use HasTickets, IsOperator;
}

Usage

Using the Facade

The ServiceDesk facade provides a clean API for all operations:

use JeffersonGoncalves\ServiceDesk\Facades\ServiceDesk;

Ticket Management

// Create a ticket
$ticket = ServiceDesk::createTicket([
    'title' => 'Cannot login to the system',
    'body' => 'I get an error when trying to login...',
    'priority' => 'high',
    'department_id' => 1,
    'category_id' => 2,
], $user);

// Update a ticket
ServiceDesk::updateTicket($ticket, [
    'title' => 'Updated title',
    'priority' => 'urgent',
], $performer);

// Change status
use JeffersonGoncalves\ServiceDesk\Enums\TicketStatus;

ServiceDesk::changeStatus($ticket, TicketStatus::InProgress, $operator);

// Assign to operator
ServiceDesk::assignTicket($ticket, $operator, $assignedBy);

// Close / Reopen
ServiceDesk::closeTicket($ticket, $performer);
ServiceDesk::reopenTicket($ticket, $performer);

// Find tickets
$ticket = ServiceDesk::findTicketByUuid('550e8400-e29b-41d4-a716-446655440000');
$ticket = ServiceDesk::findTicketByReference('SD-00001');

// Watchers
ServiceDesk::addWatcher($ticket, $user);
ServiceDesk::removeWatcher($ticket, $user);

Comments

// Add a public reply
ServiceDesk::addComment($ticket, $author, 'Thanks for reporting this!', [
    'attachments' => $uploadedFiles,  // Optional
]);

// Add an internal note (not visible to the user)
ServiceDesk::addNote($ticket, $operator, 'Escalating to tier 2 support.');

Departments

// Create a department
$department = ServiceDesk::createDepartment([
    'name' => 'IT Support',
    'description' => 'Handles IT-related tickets',
    'is_active' => true,
]);

// Manage operators
ServiceDesk::addOperator($department, $operator, 'manager');
ServiceDesk::removeOperator($department, $operator);

Accessing Services Directly

For advanced operations, access the underlying services:

$ticketService = ServiceDesk::tickets();
$commentService = ServiceDesk::comments();
$departmentService = ServiceDesk::departments();
$attachmentService = ServiceDesk::attachments();

Working with Enums

All enums support translated labels via the label() method:

use JeffersonGoncalves\ServiceDesk\Enums\TicketStatus;
use JeffersonGoncalves\ServiceDesk\Enums\TicketPriority;
use JeffersonGoncalves\ServiceDesk\Enums\CommentType;

TicketStatus::Open->label();      // "Open" (en) / "Aberto" (pt_BR)
TicketPriority::High->label();    // "High" (en) / "Alta" (pt_BR)
CommentType::Reply->label();      // "Reply" (en) / "Resposta" (pt_BR)

// Status transitions
TicketStatus::Open->allowedTransitions();     // [Pending, InProgress, OnHold, ...]
TicketStatus::Open->canTransitionTo(TicketStatus::InProgress); // true
TicketStatus::Closed->canTransitionTo(TicketStatus::InProgress); // false

// Priority numeric value (useful for sorting)
TicketPriority::Low->numericValue();    // 1
TicketPriority::Urgent->numericValue(); // 4

Available Enums

Enum	Cases
`TicketStatus`	Open, Pending, InProgress, OnHold, Resolved, Closed
`TicketPriority`	Low, Medium, High, Urgent
`TicketSource`	Web, Email, Api, ServiceRequest, Phone, Chat
`CommentType`	Reply, Note, System
`HistoryAction`	Created, StatusChanged, PriorityChanged, Assigned, ...
`ArticleStatus`	Draft, Published, Archived
`ArticleVisibility`	Public, Internal
`ServiceCategoryVisibility`	Public, Internal, Draft
`ServiceRequestStatus`	Pending, Approved, Rejected, InProgress, Fulfilled, Cancelled
`ApprovalStatus`	Pending, Approved, Rejected
`FormFieldType`	Text, Textarea, Select, Checkbox, Radio, Date, ...
`SlaBreachType`	FirstResponse, NextResponse, Resolution
`EscalationAction`	Notify, Reassign, ChangePriority, Custom
`DayOfWeek`	Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday

Events

The package dispatches domain events that you can listen to:

Event	Dispatched When
`TicketCreated`	A new ticket is created
`TicketUpdated`	A ticket is updated
`TicketStatusChanged`	Ticket status changes
`TicketAssigned`	Ticket is assigned to an operator
`TicketPriorityChanged`	Ticket priority changes
`TicketClosed`	A ticket is closed
`TicketReopened`	A closed ticket is reopened
`TicketDeleted`	A ticket is deleted
`CommentAdded`	A comment is added to a ticket
`AttachmentAdded`	An attachment is uploaded
`AttachmentRemoved`	An attachment is removed
`SlaApplied`	An SLA policy is applied to a ticket
`SlaBreached`	An SLA target is breached
`SlaNearBreach`	An SLA target is near breach
`SlaMetricMet`	An SLA target is met
`EscalationTriggered`	An escalation rule fires
`ArticleCreated`	A knowledge base article is created
`ArticlePublished`	An article is published
`ArticleFeedbackReceived`	Article feedback is submitted
`ServiceRequestCreated`	A service request is submitted
`ServiceRequestStatusChanged`	Service request status changes
`ApprovalRequested`	Approval is requested for a service request
`ApprovalDecisionMade`	An approval decision is made
`InboundEmailReceived`	An inbound email is received
`InboundEmailProcessed`	An inbound email is processed

Listening to Events

// In your EventServiceProvider or listener
use JeffersonGoncalves\ServiceDesk\Events\TicketCreated;

class NotifySlackOnTicketCreation
{
    public function handle(TicketCreated $event): void
    {
        $ticket = $event->ticket;
        // Send Slack notification...
    }
}

Artisan Commands

Command	Description
`service-desk:poll-imap-mailbox`	Poll IMAP mailbox for new emails
`service-desk:clean-inbound-emails`	Delete old inbound emails past retention
`service-desk:close-stale-tickets`	Auto-close tickets without recent activity
`service-desk:check-sla-breaches`	Detect and mark SLA breaches
`service-desk:process-escalations`	Execute escalation rules for breached tickets
`service-desk:recalculate-sla`	Recalculate SLA due dates

Scheduling Commands

Add these to your routes/console.php or scheduler:

use Illuminate\Support\Facades\Schedule;

Schedule::command('service-desk:check-sla-breaches')->everyFiveMinutes();
Schedule::command('service-desk:process-escalations')->everyFiveMinutes();
Schedule::command('service-desk:poll-imap-mailbox')->everyFiveMinutes();
Schedule::command('service-desk:close-stale-tickets')->daily();
Schedule::command('service-desk:clean-inbound-emails')->daily();

Email Integration

IMAP Polling

Requires the optional webklex/php-imap package:

composer require webklex/php-imap

Configure in .env:

SERVICE_DESK_INBOUND_DRIVER=imap
SERVICE_DESK_IMAP_HOST=imap.example.com
SERVICE_DESK_IMAP_PORT=993
SERVICE_DESK_IMAP_ENCRYPTION=ssl
SERVICE_DESK_IMAP_USERNAME=support@example.com
SERVICE_DESK_IMAP_PASSWORD=your-password
SERVICE_DESK_IMAP_FOLDER=INBOX

Webhook Drivers (Mailgun, SendGrid, Resend, Postmark)

Configure the webhook driver and point your email provider's webhook URL to:

https://your-app.com/service-desk/webhooks/{driver}

Where {driver} is mailgun, sendgrid, resend, or postmark.

Each driver includes signature verification middleware for security.

Translations

The package ships with English and Brazilian Portuguese translations. To customize or add new languages, publish the translation files:

php artisan vendor:publish --tag="service-desk-translations"

Translation files will be published to lang/vendor/service-desk/.

Testing

composer test

Static Analysis

composer analyse

Code Formatting

composer format

Changelog

Please see CHANGELOG for more information on what has changed recently.

Contributing

Please see CONTRIBUTING for details.

Security Vulnerabilities

Please review our security policy on how to report security vulnerabilities.

Credits

License

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

Name		Name	Last commit message	Last commit date
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art		art
config		config
database/migrations		database/migrations
resources		resources
routes		routes
src		src
tests		tests
.editorconfig		.editorconfig
.gitignore		.gitignore
CHANGELOG.md		CHANGELOG.md
LICENSE		LICENSE
README.md		README.md
composer.json		composer.json
phpstan.neon.dist		phpstan.neon.dist
phpunit.xml.dist		phpunit.xml.dist
pint.json		pint.json

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Laravel Service Desk

Features

Requirements

Installation

Configuration

Models

Ticket Settings

SLA Settings

Knowledge Base

Service Catalog

Email Integration

Notifications

Setup

Preparing Your User Model

Usage

Using the Facade

Ticket Management

Comments

Departments

Accessing Services Directly

Working with Enums

Available Enums

Events

Listening to Events

Artisan Commands

Scheduling Commands

Email Integration

IMAP Polling

Webhook Drivers (Mailgun, SendGrid, Resend, Postmark)

Translations

Testing

Static Analysis

Code Formatting

Changelog

Contributing

Security Vulnerabilities

Credits

License

About

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