Support Ticket Plus – Complete Laravel Ticketing System

Overview

Support Ticket Plus is a production-ready Laravel application for managing customer support requests from creation through resolution. It supports multiple user roles, automated ticket routing, SLA tracking, rich email notifications, and flexible configuration — all manageable from a modern admin interface.

Tech Stack

Built on modern, widely-supported technologies for easy deployment on shared hosting, VPS, or local development environments like Laragon.

Features

A complete list of capabilities included in Support Ticket Plus.

Ticket Management

• Auto-generated ticket numbers (e.g. TKT-1001)
• Seven status states with full lifecycle tracking
• Four priority levels with automatic SLA deadline calculation
• Department-based auto-assignment with round-robin load balancing
• Manual reassignment by admin and agents
• Public replies and internal notes (agent-only)
• Secure file attachments (stored locally, served via authenticated routes)
• Ticket tagging for categorization
• Advanced search and filters (status, priority, department, agent, date range)
• In-app notifications with read/unread tracking

Ticket Status Flow:

Admin Panel

• User management — create and manage Admins, Agents, and Customers
• Custom role management with granular permissions
• Department management with auto-assignment rules
• General settings — site branding, logo, ticket prefix, registration toggle
• SMTP email configuration
• Visual email template builder with drag-and-drop blocks
• Email template editor with live preview
• Reports dashboard — ticket volume, agent performance, SLA compliance
• Knowledge base article management
• Multi-company ready (company_id on core tables)

Email Integration

• Automated email notifications — ticket created, assigned, status changed, reply received, SLA warnings
• Email-to-ticket webhook (POST /api/email-ticket)
• Supports JSON, Mailgun inbound, and SendGrid inbound parse formats
• Webhook authentication via header, Bearer token, or query parameter
• Automatic reply detection when subject contains ticket number (e.g. [TKT-1001])
• Gmail inbox polling — no third-party webhook service required
• Scheduled email fetch every minute via Laravel scheduler

AI & Knowledge Base

• AI reply suggestions on ticket detail page (one-click insert)
• Configurable AI provider — rule-based templates or OpenAI API
• Public knowledge base / FAQ section for self-service support
• Searchable articles with slug-based URLs
• Admin can publish and manage articles from the dashboard

Screenshots

Visual walkthrough of the application interface and admin settings.

Login Page

Secure authentication with password reset and optional customer registration.

Dashboard

At-a-glance overview of open tickets, recent activity, and key metrics.

Ticket List

Filterable list with status, priority, and assignment columns.

Create Ticket

Customers and agents can submit tickets with attachments.

Ticket Details & Reply

Full conversation thread with public replies, internal notes, status controls, and AI suggestions.

Add Reply

Rich reply interface with attachment support and internal note toggle.

Administration

Support Agents

Manage agent accounts and department assignments.

Customers

View and manage customer accounts.

Departments

Organize tickets by department with round-robin auto-assignment.

Role Management

Create custom roles with granular permission control.

Reports & Analytics

Ticket volume trends, agent performance, and SLA compliance metrics.

Knowledge Base

Self-service FAQ articles for customers.

Settings

General Settings

Site title, branding, logo, ticket prefix, and registration options.

SMTP Settings

Configure outgoing email for ticket notifications.

Email Template Settings

Manage notification templates for each ticket event.

Email Template Builder

Visual drag-and-drop builder for HTML email templates.

Gmail Inbound Email

Poll a Gmail inbox directly to create tickets from incoming emails.

AI Settings

Configure AI reply suggestions — rule-based or OpenAI integration.

Installation

Two installation methods are supported — free installation support with a guided web installer for production servers, and a manual CLI setup for local development. The Lucrative team will help with your installation. Root access (SSH/sudo) is recommended during installation so folder permissions can be set correctly on storage/, bootstrap/cache/, and public/uploads/.

Web Installer — Free Installation Support

Free Installation Support Built-in web installer wizard for production deployment — no command line required. Upload the project to your server and visit your site URL to open the setup wizard at /install. The Lucrative team will help with your installation.

Manual Installation (Development)

For local development with Laragon, XAMPP, or similar environments:

cd support_ticket
composer install
cp .env.example .env          # if needed
php artisan key:generate

# Create the MySQL database (Laragon: ensure MySQL is running)
mysql -u root -e "CREATE DATABASE IF NOT EXISTS ticket CHARACTER SET utf8mb4 COLLATE utf8mb4_unicode_ci;"

php artisan migrate:fresh --seed
php artisan storage:link

# Mark app as installed (skips the web installer redirect)
echo "installed" > storage/app/installed

php artisan serve

Visit http://localhost:8000 and log in with one of the demo accounts below. Then set up queue and scheduler processes so notification emails are sent.

Demo Accounts

Pre-seeded after migrate:fresh --seed:

Gmail Inbound Setup (Optional)

After installation, configure Gmail polling to automatically create tickets from incoming emails:

1. Enable 2-Step Verification on your Google account.
2. Create an App Password at Google App Passwords.
3. In Admin → Settings → Gmail Inbound, enable polling and enter your Gmail address and app password.
4. Enable the scheduler — see Background Processes (schedule:work or cron).

Email-to-Ticket Webhook (Optional)

Configure an inbound mail provider to POST to your webhook URL:

1. Go to Admin → Settings and enable Email-to-ticket webhook.
2. Copy the Webhook URL and Webhook Secret.
3. Configure your mail provider (Mailgun, SendGrid, etc.) to POST to the webhook.

{
  "from_email": "customer@example.com",
  "from_name": "Jane Doe",
  "subject": "Need help with billing",
  "body": "I was charged twice this month.",
  "department_slug": "billing"
}

Background Processes

Required after both web installer and manual installation. Support Ticket Plus queues outbound emails and runs scheduled tasks for Gmail inbound polling and SLA checks. Without these processes, notification emails will not send and inbound email / SLA alerts will not run.

php artisan queue:work

[program:support-ticket-plus-worker]
process_name=%(program_name)s_%(process_num)02d
command=php /path/to/your/project/artisan queue:work --sleep=3 --tries=3
autostart=true
autorestart=true
stopasgroup=true
killasgroup=true
user=www-data
numprocs=1
redirect_stderr=true
stdout_logfile=/path/to/your/project/storage/logs/worker.log

php artisan schedule:work

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

Quick reference (local development)

After php artisan serve, open two additional terminals:

# Terminal 2 — queued emails
php artisan queue:work

# Terminal 3 — Gmail inbound + SLA scheduler
php artisan schedule:work

Server Requirements

Minimum server requirements checked automatically by the web installer.

Frequently Asked Questions

Common questions about Support Ticket Plus, installation, email setup, and licensing.