/tickets/create, staff manage and reply through the admin console, and tokenized guest links let unauthenticated visitors track their tickets without logging in.
Customer Ticket Submission
Creating a Ticket
Customers navigate toGET /tickets/create to open a new support request. The submission form accepts:
Viewing a Ticket Thread
The tokenized link (
/tickets/view/{token}) is automatically included in every ticket confirmation and staff reply email. This gives unauthenticated customers — such as guest checkout buyers — secure read and reply access to their ticket thread without needing an account.
Tokenized links are cryptographically unique per ticket. Sharing the link gives the recipient full thread access, so treat them like a password.
Customer Dashboard
Logged-in customers access all self-service tools from a single tab-switched workspace atGET /dashboard.
Dashboard Tabs
Admin & Agent Redirect
Conditional Navigation
The public site header adapts based on the authenticated user’s role:- Customers (roles 1 & 2): Public header with site logo, Tickets, Orders, and Downloads tabs, profile controls, and sign-out link.
- Admins & Staff (roles 3, 4 & 5): Full backoffice administration sidebar — the public header is not shown.
Staff Operations
Admin Ticket Console
GET /admin/tickets
The main ticket management interface for administrators. Features include:
Search & Filter
Full-text search across all tickets with status and category filters.
Status Updates
Update ticket status (open, pending, resolved, closed) in bulk or individually.
Agent Assignment
Assign tickets to specific support agents from a staff member dropdown.
Post Replies
Write and send staff replies directly from the console, with attachment support.
- Pagination: 25 tickets per page
- Delete: Admins can permanently delete tickets from this view
Agent Queue
GET /admin/assigned-tickets
A focused view showing only the tickets assigned to the currently authenticated agent. This keeps agents’ workloads clear without the noise of the full queue.
Email Notifications
The system supports:- Ticket creation confirmations
- Ticket status updates
- New reply notifications
- Email conversation threading
Secure Ticket Links
Customers can access tickets without logging in using secure token URLs. Example:- View ticket conversations
- Reply securely
Email Based Ticket Replies
Customers can reply directly through email. Example:- Matches replies to tickets
- Creates new replies
- Maintains conversation history
- Cloudflare Email Routing
- Mailgun
- Postmark
Ticket Email Configuration
Default development mode:- SMTP
- Mailgun
- Postmark
- Other Laravel mail providers
Email Reply Webhook
Configure your provider to send:All providers must include a header field called: X-Webhook-Secret This value must be set as .env variable: INBOUND_WEBHOOK_SECRET
Supported payload formats: Generic JSON:
Cloudflare Email Worker Setup
If you are using Cloudflare Email Routing for inbound ticket replies, create an Email Worker that forwards incoming emails to the Laravel webhook endpoint. After creating the Email Worker, open the code editor and replace the worker code with the following. Important: Update these two values before deploying:- Replace:
- Replace:
.env file:
- Click Deploy
- Return to Email Routing
- Add the worker as the destination for your support reply domain
- Send a test email to verify the Laravel ticket reply is created
Ticket Attachment File Upload Configuration to CDN (S3 | Cloudfront)
Sets3 as the filesystem (upload destination) in .env:
.env:
.env under:
