evangeo/tickets

Ticket Support System

dev-master 2023-12-05 13:30 UTC

Requires

• php: ^8.1
• ext-json: *
• illuminate/contracts: ^8.0|^9.0|^10
• illuminate/support: ^8.0|^9.0|^10
• laravel/tinker: ^2.7
• spatie/laravel-package-tools: ^1.14.0

Requires (Dev)

• laravel/pint: ^1.0
• nunomaduro/collision: ^7.9
• nunomaduro/larastan: ^2.0.1
• orchestra/testbench: ^8.0
• pestphp/pest: ^2.0
• pestphp/pest-plugin-arch: ^2.0
• pestphp/pest-plugin-laravel: ^2.0
• phpstan/extension-installer: ^1.1
• phpstan/phpstan-deprecation-rules: ^1.0
• phpstan/phpstan-phpunit: ^1.0
• spatie/laravel-ray: ^1.26

MIT

• laravel
• tickets
• support-tickets

README

Introduction

The Laravel Ticket Support Backend Package is a specialized solution for managing customer support requests and streamlining the back-end processes of your support system. This package is designed to empower your support team by providing the necessary tools for efficient ticket handling and resolution.

Installation

You can install the package via composer:

composer require evangeo/tickets

You can publish and run the migrations with:

php artisan vendor:publish --tag="tickets-migrations"
php artisan migrate

You can publish the config file with:

php artisan vendor:publish --tag="tickets-config"

Tables

Ticket Table Structure

Column Name	Type	Default
ID	integer	NOT NULL
UUID	string	NOT NULL
title	string	NOT NULL
description	string	NOT NULL
entity	string	NOT NULL
entity_id	int	NOT NULL
assigned_user	int	NOT NULL
category_id	int	NULL
internal_group_id	int	NULL
status	enum (open, re-open, closed, archived)	open
waiting_response_from	enum (user, entity)	NOT NULL
priority	enum (low, normal, high)	low
closed_by	enum (user, entity)	NULL
created_at	timestamp	current timestamp
created_by	int	NULL
updated_at	timestamp	current timestamp
modified_by	int	NULL
deleted_at	timestamp	NULL
deleted_by	int	NULL

Ticket Responses Table Structure

Column Name	Type	Default
id	integer	NOT NULL
ticket_id	int	NOT NULL
message	mediumText	NOT NULL
type	enum (external, internal)	external
created_at	timestamp	current timestamp
created_by	int	NULL
updated_at	timestamp	current timestamp
modified_by	int	NULL
deleted_at	timestamp	NULL
deleted_by	int	NULL

Ticket Attachment Table Structure

Column Name	Type	Default
id	integer	NOT NULL
response_id	int	NOT NULL
name	string	NOT NULL
mime	string	NOT NULL
created_at	timestamp	current timestamp
created_by	int	NULL
updated_at	timestamp	current timestamp
modified_by	int	NULL
deleted_at	timestamp	NULL
deleted_by	int	NULL

Ticket Category / Internal Group / Tags Table Structure

Column Name	Type	Default
id	integer	NOT NULL
name	string	NOT NULL
entity	enum	NOT NULL
enabled	boolean	1

Ticket Tags Pivot Table Structure

Column Name	Type	Default
id	int	NOT NULL
ticket_id	int	NOT NULL
tag_id	int	NOT NULL

Usage

• Create Ticket as User

$ticket = ticket()->createAsUser($userId, $ticketData)

• Create Ticket as Entity

$ticket = ticket()->createAsEntity($entityId, $ticketData)

• Interact With Ticket Status

$ticket->reOpen()
        ->open()
        ->archived()

• Interact With Ticket Category

$ticket->setCategory($id)
        ->removeCategory()

• Interact With Ticket Internal Group

$ticket->setInternalGroup($id)
        ->removeInternalGroup()

• Interact With Ticket Tags

$ticket->attachTags([$tagId1,$tagId2,$tagId3])
       ->detachTags([$tagId1])
       ->syncTags([$tagId4, $tagId5, $tagId6])

• Create Ticket Response

$reponse = $ticket->replyAsUser($userId, $responseData)

$reponse = $ticket->replyAsEntity($entityId, $responseData)

• Interact with Response Message Type

$response->markAsInternalMessage()
         ->markAsExternalMessage()

• Upload Documents on Responses

$response->attachDocuments($attachments, function (AttachmentRepository $repository) use ($uploads){
                $repository->upload($uploads, '/path/to/folder');
            })

• Chainable Functions

$ticket = ticket()
            ->createAsUser($userId, $ticketData)
            ->setCategory($categoryId
            ->setInternalGroup($internalGroupId
            ->attachTags([$tagId1,$tagId2,$tagId3])
            ->detachTags([$tagId1])
            ->syncTags([$tagId4, $tagId5, $tagId6])
            ->reOpen()
            ->open()
            ->archived()
            ->replyAsUser($userId, $responseData)
            ->markAsInternalMessage()
            ->attachDocuments($attachments, function (AttachmentRepository $repository) use ($uploads){
                $repository->upload($uploads, '/path/to/folder');
            })
            ->getTicket();

• A real Scenario

$ticket = ticket()
            ->createAsUser($userId, $ticketData)
            ->replyAsUser($userId, $responseData)
            ->markAsInternalMessage()
            ->attachDocuments($attachments, function (AttachmentRepository $repository) use ($uploads){
                $repository->upload($uploads, '/path/to/folder');
            })
            ->getTicket();

Testing

composer test