Service Desk

• Compatibility
• Installation
• Usage
  • Admin Panel
  • Agent Panel
  • User Panel
• Feature Toggles
• Customizing Widgets
• Upgrade from 3.0.x
• Attachments Configuration
• Localization
• Testing
• Changelog
• Contributing
• License

A Filament plugin for jeffersongoncalves/laravel-service-desk that provides Admin, Agent, and User panels for complete service desk management.

#Compatibility

#Installation

You can install the package via composer:

composer require jeffersongoncalves/filament-service-desk:"^3.0"

Publish the configuration (optional):

php artisan vendor:publish --tag="filament-service-desk-config"

#Usage

#Admin Panel

Full management capabilities: departments, categories, tags, tickets, SLA, email channels, knowledge base, and service catalog.

use JeffersonGoncalves\FilamentServiceDesk\ServiceDeskAdminPlugin;

public function panel(Panel $panel): Panel
{
    return $panel
        ->plugins([
            ServiceDeskAdminPlugin::make()
                ->knowledgeBase(true)
                ->sla(true)
                ->emailChannels(true)
                ->serviceCatalog(true)
                ->navigationGroup('Service Desk'),
        ]);
}

Resources: Department, Category, Tag, Canned Response, Ticket (with comments, attachments, history, watchers), SLA Policy (with targets, escalation rules), Business Hours Schedule (with time slots, holidays), Email Channel, KB Article (with versions, feedback), KB Category, Service (with form fields), Service Category.

Widgets: Service Desk Overview, SLA Compliance Chart, Tickets by Department Chart.

#Agent Panel

Ticket handling and response for support agents.

use JeffersonGoncalves\FilamentServiceDesk\ServiceDeskAgentPlugin;

public function panel(Panel $panel): Panel
{
    return $panel
        ->plugins([
            ServiceDeskAgentPlugin::make(),
        ]);
}

Resources: Ticket (scoped to assigned), Canned Responses (read-only).

Pages: Ticket Queue (claim unassigned tickets), Agent Dashboard.

Widgets: Agent Ticket Stats, SLA Breach Table.

#User Panel

Self-service portal for end users.

use JeffersonGoncalves\FilamentServiceDesk\ServiceDeskUserPlugin;

public function panel(Panel $panel): Panel
{
    return $panel
        ->plugins([
            ServiceDeskUserPlugin::make()
                ->knowledgeBase(true)
                ->serviceCatalog(true),
        ]);
}

Resources: Ticket (create/view own), Service Request (wizard with dynamic form).

Pages: Knowledge Base (search, browse, feedback).

Widgets: My Tickets Overview.

#Feature Toggles

Each plugin supports fluent feature toggles:

Features can also be toggled globally in config/filament-service-desk.php.

#Customizing Widgets

Each panel's dashboard widgets can be customized via the configuration file. Widgets are now scoped under each panel key (admin, agent, user):

// config/filament-service-desk.php
'admin' => [
    // ...
    'widgets' => [
        \JeffersonGoncalves\FilamentServiceDesk\Admin\Widgets\ServiceDeskOverviewWidget::class,
        \JeffersonGoncalves\FilamentServiceDesk\Admin\Widgets\SlaComplianceWidget::class,
        \JeffersonGoncalves\FilamentServiceDesk\Admin\Widgets\TicketsByDepartmentWidget::class,
        // Add your custom widgets here
    ],
],
'agent' => [
    // ...
    'widgets' => [
        \JeffersonGoncalves\FilamentServiceDesk\Agent\Widgets\AgentTicketStatsWidget::class,
        \JeffersonGoncalves\FilamentServiceDesk\Agent\Widgets\SlaBreachWidget::class,
    ],
],
'user' => [
    // ...
    'widgets' => [
        \JeffersonGoncalves\FilamentServiceDesk\User\Widgets\MyTicketsOverviewWidget::class,
    ],
],

To disable all widgets for a panel, set its widgets key to an empty array:

'admin' => [
    // ...
    'widgets' => [], // No widgets on admin dashboard
],

#Upgrade from 3.0.x

Breaking changes introduced in 3.2.0:

• Class ServiceDeskPlugin was renamed to ServiceDeskAdminPlugin.
• Plugin ID changed from filament-service-desk to filament-service-desk-admin.
• The published config/filament-service-desk.php was restructured from the feature-scoped shape (navigation.admin|agent|user, resources.admin|agent|user, widgets.admin|agent|user) to a panel-scoped shape that matches jeffersongoncalves/filament-help-desk.

Update your panel providers:

-use JeffersonGoncalves\FilamentServiceDesk\ServiceDeskPlugin;
+use JeffersonGoncalves\FilamentServiceDesk\ServiceDeskAdminPlugin;

 return $panel->plugins([
-    ServiceDeskPlugin::make(),
+    ServiceDeskAdminPlugin::make(),
 ]);

If you previously published the config, republish it with --force:

php artisan vendor:publish --tag="filament-service-desk-config" --force

#Attachments Configuration

Configure file upload settings for ticket attachments in the configuration file:

// config/filament-service-desk.php
'attachments' => [
    'allowed_extensions' => ['jpg', 'jpeg', 'png', 'gif', 'webp', 'pdf', 'doc', 'docx', 'xls', 'xlsx', 'csv', 'txt', 'zip', 'rar'],
    'max_file_size' => 10240, // in KB (10MB)
    'disk' => 'local',
],

#Localization

Translations are provided for:

• English (en)
• Brazilian Portuguese (pt_BR)

Publish translations to customize:

php artisan vendor:publish --tag="filament-service-desk-translations"

#Testing

composer test

#Changelog

Please see CHANGELOG for more information on what has changed recently.

#Contributing

Please see CONTRIBUTING for details.

#License

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