API.md

API Reference

This document provides a quick reference for the main classes and methods in the Support package.

Models

Ticket

Namespace: KevinBHarris\Support\Models\Ticket

Properties:

• ticket_number (string) - Unique ticket identifier
• subject (string) - Ticket subject
• description (text) - Ticket description
• status_id (int) - Foreign key to Status
• priority_id (int) - Foreign key to Priority
• category_id (int) - Foreign key to Category
• customer_name (string) - Customer name
• customer_email (string) - Customer email
• assigned_to (int) - User ID of assignee
• access_token (string) - Token for portal access
• first_response_at (datetime) - First response timestamp
• resolved_at (datetime) - Resolution timestamp
• closed_at (datetime) - Closure timestamp
• sla_due_at (datetime) - SLA due date

Relationships:

• status() - BelongsTo Status
• priority() - BelongsTo Priority
• category() - BelongsTo Category
• notes() - HasMany Note
• attachments() - MorphMany Attachment
• watchers() - HasMany Watcher
• activityLogs() - HasMany ActivityLog

Methods:

• isOverdue(): bool - Check if ticket is past SLA
• calculateSlaDue(): void - Calculate and set SLA due date

Example:

$ticket = Ticket::create([
    'subject' => 'Help needed',
    'description' => 'I need assistance',
    'customer_name' => 'John Doe',
    'customer_email' => 'john@example.com',
    'status_id' => 1,
    'priority_id' => 2,
    'category_id' => 1,
]);

$ticket->calculateSlaDue();
$ticket->save();

if ($ticket->isOverdue()) {
    // Handle overdue ticket
}

Status

Namespace: KevinBHarris\Support\Models\Status

Properties:

• name (string) - Status name
• code (string) - Unique status code
• color (string) - Color hex code
• sort_order (int) - Display order
• is_active (bool) - Active flag

Example:

$status = Status::create([
    'name' => 'In Progress',
    'code' => 'in_progress',
    'color' => '#3b82f6',
    'sort_order' => 5,
]);

Priority

Namespace: KevinBHarris\Support\Models\Priority

Properties:

• name (string) - Priority name
• code (string) - Unique priority code
• color (string) - Color hex code
• sort_order (int) - Display order
• is_active (bool) - Active flag

Category

Namespace: KevinBHarris\Support\Models\Category

Properties:

• name (string) - Category name
• slug (string) - Unique slug
• description (text) - Category description
• sort_order (int) - Display order
• is_active (bool) - Active flag

Note

Namespace: KevinBHarris\Support\Models\Note

Properties:

• ticket_id (int) - Foreign key to Ticket
• content (text) - Note content
• is_internal (bool) - Internal note flag
• created_by (int) - User ID of creator
• created_by_name (string) - Creator name

Relationships:

• ticket() - BelongsTo Ticket
• attachments() - MorphMany Attachment

Example:

$note = Note::create([
    'ticket_id' => $ticket->id,
    'content' => 'We are working on your issue',
    'is_internal' => false,
    'created_by' => auth()->id(),
    'created_by_name' => auth()->user()->name,
]);

Attachment

Namespace: KevinBHarris\Support\Models\Attachment

Properties:

• attachable_type (string) - Polymorphic type
• attachable_id (int) - Polymorphic ID
• name (string) - Original filename
• filename (string) - Stored filename
• mime_type (string) - MIME type
• size (int) - File size in bytes
• path (string) - Storage path

Relationships:

• attachable() - MorphTo (Ticket or Note)

Watcher

Namespace: KevinBHarris\Support\Models\Watcher

Properties:

• ticket_id (int) - Foreign key to Ticket
• user_id (int) - User ID (nullable)
• email (string) - Watcher email
• name (string) - Watcher name

Example:

$watcher = Watcher::create([
    'ticket_id' => $ticket->id,
    'email' => 'manager@example.com',
    'name' => 'Support Manager',
]);

CannedResponse

Namespace: KevinBHarris\Support\Models\CannedResponse

Properties:

• title (string) - Response title
• shortcut (string) - Unique shortcut code
• content (text) - Response content
• is_active (bool) - Active flag

Example:

$response = CannedResponse::create([
    'title' => 'Welcome Message',
    'shortcut' => '/welcome',
    'content' => 'Thank you for contacting us!',
]);

ActivityLog

Namespace: KevinBHarris\Support\Models\ActivityLog

Properties:

• ticket_id (int) - Foreign key to Ticket
• action (string) - Action type
• description (text) - Action description
• properties (json) - Additional properties
• user_id (int) - User ID
• user_name (string) - User name

Example:

ActivityLog::create([
    'ticket_id' => $ticket->id,
    'action' => 'status_changed',
    'description' => 'Status changed from New to Open',
    'properties' => ['old' => 'New', 'new' => 'Open'],
    'user_id' => auth()->id(),
    'user_name' => auth()->user()->name,
]);

Rule

Namespace: KevinBHarris\Support\Models\Rule

Properties:

• name (string) - Rule name
• description (text) - Rule description
• conditions (json) - Rule conditions
• actions (json) - Rule actions
• sort_order (int) - Execution order
• is_active (bool) - Active flag

Events

TicketCreated

Namespace: KevinBHarris\Support\Events\TicketCreated

Properties:

• ticket (Ticket) - The created ticket

Example:

event(new TicketCreated($ticket));

TicketUpdated

Namespace: KevinBHarris\Support\Events\TicketUpdated

Properties:

• ticket (Ticket) - The updated ticket
• changes (array) - Array of changes

Example:

event(new TicketUpdated($ticket, ['status' => 'Open']));

NoteAdded

Namespace: KevinBHarris\Support\Events\NoteAdded

Properties:

• note (Note) - The added note

Example:

event(new NoteAdded($note));

Services

SlackService

Namespace: KevinBHarris\Support\Services\SlackService

Methods:

• notifyTicketCreated(Ticket $ticket): void - Send Slack notification for new ticket
• notifyTicketUpdated(Ticket $ticket, array $changes): void - Send Slack notification for ticket update

Example:

$slackService = app(SlackService::class);
$slackService->notifyTicketCreated($ticket);

Configuration

Config Keys

Access configuration using Laravel's config() helper:

// Email settings
config('support.email.from_address');
config('support.email.from_name');

// SLA settings
config('support.sla.low');    // 72 hours
config('support.sla.medium'); // 48 hours
config('support.sla.high');   // 24 hours
config('support.sla.urgent'); // 4 hours

// Slack settings
config('support.slack.enabled');
config('support.slack.webhook_url');
config('support.slack.channel');

// Attachment settings
config('support.attachments.max_size');
config('support.attachments.allowed_extensions');
config('support.attachments.storage_path');

Routes

Admin Routes

All admin routes are protected by ['web', 'admin'] middleware:

• GET /admin/support/tickets - List tickets
• GET /admin/support/tickets/create - Create ticket form
• POST /admin/support/tickets - Store ticket
• GET /admin/support/tickets/{id} - View ticket
• GET /admin/support/tickets/{id}/edit - Edit ticket form
• PUT /admin/support/tickets/{id} - Update ticket
• DELETE /admin/support/tickets/{id} - Delete ticket
• POST /admin/support/tickets/{id}/notes - Add note
• POST /admin/support/tickets/bulk - Bulk actions

Similar CRUD routes exist for:

• /admin/support/statuses
• /admin/support/priorities
• /admin/support/categories
• /admin/support/canned-responses
• /admin/support/rules

Portal Routes

Public routes protected by ['web'] middleware:

• GET /support/contact - Contact form
• POST /support/contact - Submit ticket
• GET /support/ticket/{token} - View ticket
• POST /support/ticket/{token}/reply - Reply to ticket

Helper Methods

Query Scopes

Add custom scopes to models:

// In Ticket model
public function scopeOverdue($query)
{
    return $query->whereNotNull('sla_due_at')
                 ->where('sla_due_at', '<', now());
}

// Usage
$overdueTickets = Ticket::overdue()->get();

Accessors

// In Ticket model
public function getIsOverdueAttribute(): bool
{
    return $this->isOverdue();
}

// Usage
if ($ticket->is_overdue) {
    // Handle overdue
}

Mail Templates

Customize mail templates by publishing views and editing:

• resources/views/vendor/support/emails/ticket-created.blade.php
• resources/views/vendor/support/emails/ticket-updated.blade.php
• resources/views/vendor/support/emails/note-added.blade.php

View Components

All views extend admin::layouts.master for admin views and use standalone HTML for portal views.

You can override views by publishing them and editing in: resources/views/vendor/support/