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Example code of jeffersongoncalves/laravel-help-desk

Informations about the package laravel-help-desk

![Laravel Help Desk](https://raw.githubusercontent.com/jeffersongoncalves/laravel-help-desk/master/art/jeffersongoncalves-laravel-help-desk.png)

Laravel Help Desk

A comprehensive help desk and ticket management system for Laravel applications with email integration.

Requirements

Installation

The package uses Laravel's auto-discovery, so the service provider and facade are registered automatically.

Publish Configuration

Publish Migrations

Run Migrations

Publish Translations (optional)

Configuration

The configuration file is located at config/help-desk.php. Key options:

Setup

1. Add Traits to Your User Model

For regular users (ticket creators):

For operators/agents (ticket managers):

2. Create Departments

3. Assign Operators to Departments

Usage

Creating Tickets

Managing Tickets

Comments

Watchers

Querying Tickets

Canned Responses

Categories

Ticket Statuses

Status Description
open New ticket, awaiting response
pending Awaiting user response
in_progress Being worked on by an operator
on_hold Temporarily on hold
resolved Issue has been resolved
closed Ticket is closed

Status transitions are validated automatically. For example, a closed ticket can only transition to open (reopen).

Ticket Priorities

Priority Numeric Value
low 1
medium 2
high 3
urgent 4

Events

The package dispatches events that you can listen to in your application:

Event Description
TicketCreated A new ticket was created
TicketUpdated A ticket was updated
TicketStatusChanged Ticket status changed
TicketPriorityChanged Ticket priority changed
TicketAssigned Ticket was assigned to an operator
TicketClosed Ticket was closed
TicketReopened Ticket was reopened
TicketDeleted Ticket was deleted
CommentAdded A comment was added to a ticket
AttachmentAdded An attachment was added
AttachmentRemoved An attachment was removed
InboundEmailReceived An inbound email was received
InboundEmailProcessed An inbound email was processed

Disabling Default Listeners

If you want to handle events yourself:

Email Integration

Outbound Notifications

Notifications are sent automatically when events occur (configurable via notifications.notify_on). Email threading is supported via Message-ID, In-Reply-To, and References headers.

Inbound Email

The package supports receiving emails via 5 drivers:

Security: webhook secrets are mandatory. The HTTP webhook drivers (Mailgun, SendGrid, Resend, and Postmark) verify every request against a configured secret/credential and fail closed: if the corresponding secret is not set, the request is rejected with 403 Forbidden and a warning is logged. You must configure the secrets below for each driver you enable, otherwise the endpoint will reject all traffic. The webhook routes are also rate limited by default (throttle:60,1, configurable via help-desk.webhooks.middleware).

Driver Required configuration
Mailgun HELPDESK_MAILGUN_SIGNING_KEY
SendGrid HELPDESK_SENDGRID_WEBHOOK_USERNAME + HELPDESK_SENDGRID_WEBHOOK_PASSWORD
Resend HELPDESK_RESEND_WEBHOOK_SECRET (and HELPDESK_RESEND_API_KEY to fetch bodies)
Postmark HELPDESK_POSTMARK_WEBHOOK_USERNAME + HELPDESK_POSTMARK_WEBHOOK_PASSWORD

IMAP

Requires the webklex/php-imap package:

Schedule the polling command in your app/Console/Kernel.php or routes/console.php:

Mailgun

Configure your Mailgun route to forward to:

SendGrid

Configure your SendGrid Inbound Parse to forward to:

Resend

Configure your Resend receiving domain webhook to forward to:

Select the email.received event type in your Resend webhook configuration.

Postmark

In your Postmark server, go to the Inbound Message Stream settings and set the webhook URL to:

Postmark sends the full email content (body, headers, attachments) directly in the webhook payload. The package also uses Postmark's StrippedTextReply field for cleaner reply parsing.

Email Channels

You can configure multiple email channels, each mapped to a department:

Email Threading

When an inbound email is received, the package resolves it to an existing ticket using:

  1. In-Reply-To header
  2. References header
  3. Subject line reference number (e.g., HD-00001)

If no match is found, a new ticket is created.

Artisan Commands

Using the Services Directly

For more control, you can inject the service classes directly:

Translation

The package ships with English and Brazilian Portuguese translations. To customize:

This publishes translation files to lang/vendor/help-desk/. You can modify them or add new locales.

Testing

Static Analysis

Code Formatting

License

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

All versions of laravel-help-desk with dependencies

PHP Build Version
Package Version
Requires php Version ^8.2
illuminate/contracts Version ^11.0|^12.0|^13.0
illuminate/database Version ^11.0|^12.0|^13.0
illuminate/events Version ^11.0|^12.0|^13.0
illuminate/notifications Version ^11.0|^12.0|^13.0
illuminate/support Version ^11.0|^12.0|^13.0
spatie/laravel-package-tools Version ^1.14.0
Composer command for our command line client (download client) This client runs in each environment. You don't need a specific PHP version etc. The first 20 API calls are free. Standard composer command

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