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Escalated for Filament

A Filament admin panel plugin for the Escalated support ticket system. Manage tickets, departments, SLA policies, escalation rules, macros, and more — all from within your existing Filament admin panel.

escalated.dev — Learn more, view demos, and compare Cloud vs Self-Hosted options.

How It Works

Escalated for Filament is a Filament plugin wrapper around escalated-laravel. It does not duplicate any business logic. Instead, it provides Filament Resources, Pages, Widgets, and Actions that call the same services, models, and events from the core Laravel package. This means:

• All ticket lifecycle logic, SLA calculations, and escalation rules come from escalated-laravel
• Database tables, migrations, and configuration are managed by the core package
• Events, notifications, and webhooks fire exactly as they would from the Inertia UI
• You get a native Filament experience without maintaining a separate codebase

Note: This package uses Filament's native Livewire + Blade components (tables, forms, info lists, actions, widgets) rather than the custom Vue 3 + Inertia.js UI from the @escalated-dev/escalated frontend package. The core functionality is the same — same models, services, database, and business logic — but the UI look-and-feel follows Filament's design system. Some interactions may differ slightly (e.g., Filament modals vs. inline forms, Filament table filters vs. custom filter components). If you need pixel-perfect parity with the Inertia frontend, use escalated-laravel directly with the shared Vue components instead.

Requirements

• PHP 8.2+
• Laravel 11 or 12
• Filament 3.x, 4.x, or 5.x
• escalated-dev/escalated-laravel ^0.5

Version Compatibility

Installation

1. Install the packages

If you already have escalated-laravel installed, just add the Filament plugin:

2. Run the Escalated installer (if not already done)

3. Define authorization gates

In a service provider (e.g., AppServiceProvider):

4. Register the plugin in your Filament panel

You're live. Visit your Filament panel — a Support navigation group will appear with all ticket management resources.

Features

Resources

• TicketResource — Full ticket management with list, view, and create pages
  • Filterable by status, priority, department, agent, tags, SLA
  • Quick filter tabs: All, My Tickets, Unassigned, Urgent, SLA Breaching
  • Bulk actions: Assign, Change Status, Change Priority, Add Tags, Close, Delete
  • View page with conversation thread, sidebar details, SLA info, satisfaction rating
  • Header actions: Reply, Note, Assign, Status, Priority, Follow, Macro, Resolve, Close, Reopen
• DepartmentResource — CRUD for support departments with agent assignment
• TagResource — CRUD for ticket tags with color picker
• SlaPolicyResource — SLA policy management with per-priority response/resolution times
• EscalationRuleResource — Condition/action builder for automatic escalation rules
• CannedResponseResource — Pre-written response templates with categories
• MacroResource — Multi-action automation macros with reorderable steps

Dashboard Widgets

• TicketStatsOverview — Key metrics: My Open, Unassigned, Total Open, SLA Breached, Resolved Today, CSAT
• TicketsByStatusChart — Doughnut chart of ticket distribution by status
• TicketsByPriorityChart — Bar chart of open tickets by priority
• CsatOverviewWidget — Customer satisfaction metrics: Average Rating, Total Ratings, Satisfaction Rate
• RecentTicketsWidget — Table of the 5 most recent tickets
• SlaBreachWidget — Table of tickets with breached SLA targets

Pages

• Dashboard — Support dashboard with all widgets
• Reports — Date-range analytics with stats, department breakdown, and timeline
• Settings — Admin settings for reference prefix, guest tickets, auto-close, attachment limits

Relation Managers

• RepliesRelationManager — Reply thread with internal notes, pinning, and canned response insertion
• ActivitiesRelationManager — Read-only audit log of all ticket activities
• FollowersRelationManager — Manage ticket followers

Reusable Actions

• AssignTicketAction — Assign a ticket to an agent
• ChangeStatusAction — Change ticket status
• ChangePriorityAction — Change ticket priority
• ApplyMacroAction — Apply a macro to a ticket
• FollowTicketAction — Toggle following a ticket
• PinReplyAction — Pin/unpin internal notes

Custom Livewire Components

• TicketConversation — Full conversation thread with reply composer, canned response insertion, and note pinning
• SatisfactionRating — Display customer satisfaction rating with star visualization

Configuration

The plugin is configured through method chaining on the plugin instance:

All other configuration (SLA, hosting modes, notifications, etc.) is managed by the core escalated-laravel package in config/escalated.php. See the escalated-laravel README for full configuration reference.

Publishing Views

Internationalization

UI strings shown in this plugin's Filament resources, pages, and widgets resolve through the standard Escalated translation chain. The chain is configured in the underlying escalated-laravel package and reads, in order:

1. App-level overrides (lang/vendor/escalated/{locale}/{group}.php)
2. The central escalated-dev/locale Composer package — single source of truth across all framework plugins
3. This plugin's bundled fallback strings under resources/lang/ (namespaced as escalated-filament::*)

The central package is pulled in as an explicit dependency so that even if you only install escalated-filament without the rest of the stack the shared keys resolve correctly. To override a Filament-specific string in your application, publish:

then edit the files under lang/vendor/escalated-filament/{locale}/.

Screenshots

Coming soon.

Also Available For

• Escalated for Laravel — Laravel Composer package
• Escalated for Rails — Ruby on Rails engine
• Escalated for Django — Django reusable app
• Escalated for AdonisJS — AdonisJS v6 package
• Escalated for Filament — Filament admin panel plugin (you are here)
• Shared Frontend — Vue 3 + Inertia.js UI components

Same architecture, same ticket system — native Filament experience for Laravel admin panels.

License

MIT