README

Selli Ticketing

📖 Full documentation: laravel-ticketing.selli.io

The headless, multi-tenant help-desk engine for Laravel. Tickets about anything in your app — an order, a device, a contract, or nothing at all — with the workflow, SLA, routing, channels, AI and reporting a support team needs, and no UI or product decisions imposed on you.

An engine, not an app. selli/ticketing is the domain layer you build customer support, technical interventions, internal requests or incident management on. The same engine serves a Filament back-office, an Inertia/Vue front-end, a mobile API, a chat widget on a customer's website or an AI agent.

What you can build

🎫 A help desk inside your product — tickets attached to your own models, your users as requesters and agents, every tenant isolated.
💬 A chat widget on any website that answers with AI from your knowledge base and hands over to a person — the conversation becomes a ticket with its transcript.
📧 Email support — by webhook or IMAP, threaded, without quotes, autoresponders or loops.
🤖 An AI first line that answers with sources, drafts for agents, classifies, and escalates by rule; agents take over at any moment.
📊 Support KPIs — volume, backlog, response and resolution times, SLA, AI share and cost, CSAT, unanswered questions — with streamed CSV exports.
🧠 AI agents on your help desk through MCP tools that obey your policies.

Features

Area	Highlights
Core	Tickets on any model (`Ticketable`), config-driven workflow per type with guards, custom fields, references, listing & filtering (`TicketQuery`)
Operations	SLA on business hours, routing & assignment (round-robin, least-busy, skill-based), collaboration (attachments, mentions, macros, merge/split, tags), automation and webhooks, notifications, CSAT
People	Your models as requesters/agents, contacts for people without an account, reopen on requester reply
Channels	REST API, email (webhook or IMAP), chat widget with a reference JS client, broadcasting
AI	Provider-agnostic AI layer: auto / draft / off per tenant and type, escalation rules, human takeover, usage and cost per turn
Knowledge	Knowledge base: articles and FAQs, versions, locales, audiences (public, customer, internal, per client)
Insight	KPIs and CSV exports, in the database, at any volume
Integrations	MCP tools (`laravel/mcp`), RAG Engine bridge (`sellinnate/rag-engine`): semantic search, answers with citations, similar tickets
Security	Fail-closed multi-tenancy, policies, immutable audit trail, GDPR erasure / export / retention

Installation

composer require selli/ticketing
php artisan ticketing:install   # publishes config + migrations, offers to migrate
php artisan ticketing:demo      # seeds a working example ticket

Requires PHP 8.3+ and Laravel 11, 12 or 13. Tested on MySQL 8.4, PostgreSQL 16 and SQLite (its SQL avoids vendor-specific constructs, SQL Server included).

Quick start

use Selli\Ticketing\Concerns\HasTickets;
use Selli\Ticketing\Contracts\Ticketable;

class Order extends Model implements Ticketable
{
    use HasTickets; // tickets() relation + openTicket() helper
}

use Selli\Ticketing\Facades\Ticketing;
use Selli\Ticketing\Enums\{MessageVisibility, Priority};

$ticket = $order->openTicket(type: 'support', title: 'Missing shipment', requester: $customer, priority: Priority::High);

Ticketing::for($ticket)->postMessage($agent, 'Checking with the courier', MessageVisibility::Internal);
Ticketing::for($ticket)->postMessage($agent, 'A new parcel leaves today.');
Ticketing::transition($ticket, 'resolve', $agent);

$open = Ticketing::tickets()->state('open')->assignedTo($agent)->sort('priority')->paginate();
$kpis = Ticketing::metrics()->between(now()->subMonth(), now())->summary();

Actors are agnostic: implement CanRequestTickets and/or CanActOnTickets on whichever models represent your requesters and agents (even two different populations such as Customer and Operator).

Multi-tenancy

Every table carries a tenant column, every read goes through a global scope, every write is assigned to the current tenant, and with no tenant resolved the scope fails closed. Bind your own TenantResolver to reuse stancl/tenancy, spatie/laravel-multitenancy or your own; act as a tenant in CLI and queues with TenantContext::forTenant().

AI, with humans in charge

// config/ticketing.php
'ai' => ['enabled' => true, 'driver' => 'rag-engine', 'mode' => 'auto'],

The AI answers customers from what they may read, with sources; it hands over — to the routing rules, then the escalation team, notifying its leads — when it is unsure, finds nothing, meets a sensitive topic, or the customer asks for a person. The moment an agent replies, it steps aside for good. Drivers are pluggable: null, fake for tests, rag-engine, or your own.

Stability

1.x follows semantic versioning: the public API — facade, actions, contracts, events, models and tables, config keys, REST routes, commands — never breaks within 1.x; migrations are only ever added. See UPGRADE.md.

Testing

composer test            # Pest (TICKETING_TEST_DB=mysql|pgsql for a real database)
composer test-coverage   # with the 90 % minimum
composer analyse         # PHPStan (Larastan) level 8
composer format          # Laravel Pint

CI runs PHP 8.3–8.5 × Laravel 11–13 (lowest and stable dependencies) on Linux and Windows, the whole suite on MySQL 8.4 and PostgreSQL 16, coverage, static analysis and the widget client tests.

Changelog, upgrading, contributing

CHANGELOG — what changed in each release.
UPGRADE.md — how to move between versions.
CONTRIBUTING.md — setup and quality gates.

Security

Please report vulnerabilities privately — see SECURITY.md.

Credits

License

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

selli / ticketing

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README

Selli Ticketing

What you can build

Features

Installation

Quick start

Multi-tenancy

AI, with humans in charge

Stability

Testing

Changelog, upgrading, contributing

Security

Credits

License