Laravel Developer for HRM Helpdesk Module

We are looking for an experienced Laravel developer to build a complete HRM/HR Helpdesk / Support Ticket System as a standalone module inside our existing CRM system.

Tech Requirements

Laravel 11

MySQL

Modular architecture (separate module folder)

WebSockets for real-time notifications

Blade, Bootstrap, jQuery (UI must match our system style)

Fully mobile-responsive

Role & permission support (Admin, HR, IT, Finance, Employee)



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Scope of Work

1. Ticket Management

Create, view, update, close HR support tickets

Ticket fields: subject, category, description, attachments, priority

Statuses: Open, In Progress, Resolved, Closed

Assign ticket to HR/IT/Admin/Finance teams

Internal notes (private to HR team)

Conversation thread with attachments

SLA timer countdown displayed inside ticket

Ticket timeline (full history of actions)

Auto-close after X days (configurable)

Auto-reminders for pending tickets

Employee view in ESS (submit, track, reply)



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2. Categories & SLA Settings

Create/edit/delete categories

Assign default department/team for each category

Set priority levels

Configure SLA times (acknowledge + resolve time)

Configure escalation chain (Manager → HR Head → Director)

Auto-assign rules

Overdue ticket alerts



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3. Broadcast & Routing

Multi-department routing (HR, IT, Admin, Finance)

Shared team inbox view

Ticket list filtering by category, employee, dept, date, priority



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4. Knowledge Base System

Add/edit/delete articles

Rich text editor

Article categories

Publish/unpublish

Visibility control (Employee / Manager / HR)

Attach files

Employee portal: search, read, filter articles



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5. Notifications (Web + Email)

New ticket created

Ticket assigned

SLA reminder

Escalation alert

Ticket resolved/closed

New reply in ticket

Push via WebSockets



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6. Reports & Analytics

Tickets by category

Tickets by department

SLA compliance %

Overdue tickets

Avg resolution time

Agent-wise performance

Export to CSV/PDF



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7. Required Integrations

HRM Users & Roles (RBAC)

HR Employee Directory

Existing notification system (WebSockets)

ESS Employee Panel

Manager Panel (approvals)