Laravel Customer Support Ticket System
Budget: $30 – $250 USD
LARAVEL TICKET SYSTEM – FEATURE SPECIFICATION
Purpose:
A web-based support ticketing system that allows users/customers to submit support requests (tickets), and agents/admins to manage and respond to them.
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1. TICKET MANAGEMENT
- Create Ticket
- Subject
- Description (Rich Text or Markdown)
- Priority (Low, Medium, High, Urgent)
- Category/Department (e.g., Sales, Tech Support)
- Optional attachments (images/docs)
- Ticket Statuses
- Open
- Pending
- In Progress
- Resolved
- Closed
- Ticket ID: Auto-generated, unique reference number
- Tags: Optional for internal filtering
- User-Ticket Relationship:
- A user can have many tickets
- A ticket belongs to one user
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2. USER ROLES & PERMISSIONS (Spatie)
- Admin
- Full access to everything
- Agent
- Can view/manage assigned tickets
- Cannot manage users
- User (Customer)
- Can create/view their own tickets
- Can reply to tickets
Use spatie/laravel-permission to manage roles and permissions.
---
3. TICKET REPLIES (CONVERSATIONS)
- Authenticated users can reply
- Replies include:
- Message (text or rich text)
- Optional attachments
- Each reply includes:
- Sender (user/agent)
- Timestamp
- Auto status update:
- New reply from user → status changes to “Open”
- Agent reply → status changes to “Pending”
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4. NOTIFICATIONS
- Email or database notifications when:
- Ticket is created
- New reply is added
- Ticket is closed/resolved
- Integration with Laravel Notifications (mail, database, or slack channels)
---
5. DASHBOARD & REPORTING
- Admin/Agent Dashboards
- Number of open, closed, pending tickets
- Ticket trends over time
- Response time average
- User Dashboard
- List of their submitted tickets
- Ticket status overview
---
6. TICKET FILTERS AND SEARCH
- Filter by:
- Status
- Date range
- Category
- Priority
- Assigned agent
- Full-text search by subject or content
---
7. USER MANAGEMENT
- Built-in user registration/login
- User profile management
- Admin can:
- View and manage all users
- Assign roles
---
8. CATEGORIES & DEPARTMENTS
- Admin can define ticket categories/departments (e.g., Support, Billing)
- Used to assign tickets automatically or group them
---
9. FILE UPLOADS
- Support for uploading images and documents in tickets and replies
- Validate file size and type
- Store securely (preferably in storage/app/public or cloud)
---
10. ADMIN SETTINGS
- Customizable email templates
- SLA/Auto-reminders (optional)
- Assign default agent for each category
- Add canned replies (predefined agent messages)
---
11. FRONTEND
- Laravel Blade or Vue.js (depending on your choice)
- Clean and responsive UI (Bootstrap or TailwindCSS)
---
12. SECURITY
- CSRF protection
- Input validation
- Rate limiting (for ticket creation/replies)
- Optional: reCAPTCHA for ticket submission
---
13. API (OPTIONAL)
- Expose REST or JSON:API for:
- Creating tickets
- Listing user tickets
- Posting replies
- Use Laravel Sanctum or Passport for auth
---
14. TESTS
- Feature and unit tests for:
- Ticket creation
- Role-based access
- Notification sending
- Use Laravel’s built-in PHPUnit support
Purpose:
A web-based support ticketing system that allows users/customers to submit support requests (tickets), and agents/admins to manage and respond to them.
---
1. TICKET MANAGEMENT
- Create Ticket
- Subject
- Description (Rich Text or Markdown)
- Priority (Low, Medium, High, Urgent)
- Category/Department (e.g., Sales, Tech Support)
- Optional attachments (images/docs)
- Ticket Statuses
- Open
- Pending
- In Progress
- Resolved
- Closed
- Ticket ID: Auto-generated, unique reference number
- Tags: Optional for internal filtering
- User-Ticket Relationship:
- A user can have many tickets
- A ticket belongs to one user
---
2. USER ROLES & PERMISSIONS (Spatie)
- Admin
- Full access to everything
- Agent
- Can view/manage assigned tickets
- Cannot manage users
- User (Customer)
- Can create/view their own tickets
- Can reply to tickets
Use spatie/laravel-permission to manage roles and permissions.
---
3. TICKET REPLIES (CONVERSATIONS)
- Authenticated users can reply
- Replies include:
- Message (text or rich text)
- Optional attachments
- Each reply includes:
- Sender (user/agent)
- Timestamp
- Auto status update:
- New reply from user → status changes to “Open”
- Agent reply → status changes to “Pending”
---
4. NOTIFICATIONS
- Email or database notifications when:
- Ticket is created
- New reply is added
- Ticket is closed/resolved
- Integration with Laravel Notifications (mail, database, or slack channels)
---
5. DASHBOARD & REPORTING
- Admin/Agent Dashboards
- Number of open, closed, pending tickets
- Ticket trends over time
- Response time average
- User Dashboard
- List of their submitted tickets
- Ticket status overview
---
6. TICKET FILTERS AND SEARCH
- Filter by:
- Status
- Date range
- Category
- Priority
- Assigned agent
- Full-text search by subject or content
---
7. USER MANAGEMENT
- Built-in user registration/login
- User profile management
- Admin can:
- View and manage all users
- Assign roles
---
8. CATEGORIES & DEPARTMENTS
- Admin can define ticket categories/departments (e.g., Support, Billing)
- Used to assign tickets automatically or group them
---
9. FILE UPLOADS
- Support for uploading images and documents in tickets and replies
- Validate file size and type
- Store securely (preferably in storage/app/public or cloud)
---
10. ADMIN SETTINGS
- Customizable email templates
- SLA/Auto-reminders (optional)
- Assign default agent for each category
- Add canned replies (predefined agent messages)
---
11. FRONTEND
- Laravel Blade or Vue.js (depending on your choice)
- Clean and responsive UI (Bootstrap or TailwindCSS)
---
12. SECURITY
- CSRF protection
- Input validation
- Rate limiting (for ticket creation/replies)
- Optional: reCAPTCHA for ticket submission
---
13. API (OPTIONAL)
- Expose REST or JSON:API for:
- Creating tickets
- Listing user tickets
- Posting replies
- Use Laravel Sanctum or Passport for auth
---
14. TESTS
- Feature and unit tests for:
- Ticket creation
- Role-based access
- Notification sending
- Use Laravel’s built-in PHPUnit support