Helpdesk

• Features
• Licences
• Installation
• Email Import (IMAP/POP3) Setup
• Permissions

A Filament plugin that provides a support ticket desk for your Laravel application. Designed for teams who want to manage customer tickets directly inside their Filament admin panel.

#Features

• Ticket Management: Create, assign, and track support tickets with status, priority, and department fields.
• Multi-Department with Inboxes: Manage multiple departments, each with its own email address, inbox, and ticket flow.
• Requester & Client Integration: Automatically link tickets to your application's users (clients) with name and email.
• Email Import (IMAP/POP3): Automatically fetch emails from a mailbox and convert them into tickets or replies.
• Direct Email Replies: Reply to tickets directly from the Filament panel; replies are sent to the requester via email.
• Spam Control: Block tickets from unwanted or blacklisted senders.
• Client-Only / Guest Departments: Restrict certain departments to verified clients only, or allow guest tickets in others.
• Notifications: Automated email notifications for staff and requesters, plus in-app notifications for staff assignments and replies.
• Internal Notes: Collaborate with your team by adding private notes to tickets that are invisible to the requester.
• File Attachments: Upload and manage file attachments for both tickets and individual messages.
• Dashboard Widgets: Includes "All Tickets" and "My Assigned Tickets" widgets to get a quick overview.
• Filtering & Badges: Filter tickets by status, priority, and department. The navigation badge displays the number of active tickets that require attention.
• Permission System: Restrict access based on global admin status or department membership.
• Soft Deletes: Safely move tickets to the trash, restore them, or force delete them permanently.
• Auto-Close Tickets: Automatically close inactive tickets after a configurable number of hours.

#Licences

You can buy a license for the plugin on the AnyStack website.

#Installation

Make sure you add the following repository to your composer.json file:

{
  "repositories": [
    {
      "type": "composer",
      "url": "https://filament-helpdesk-umni.composer.sh"
    }
  ],
}

Then, run the following command to install the package:

composer require umnidev/helpdesk

To activate your license, use your email address as the username. For the password, you must enter your license key followed immediately by your activation fingerprint — both are required.

Loading composer repositories with package information
Authentication required (filament-helpdesk-umni.composer.sh):
Username: info@mydomain.com
Password: 8c210f8f-6173-3932-c4ba-8bcc723ef500:mydomain.com

To clarify, the license key and fingerprint should be separated by a colon (:).

Run the migrations:

php artisan migrate

In your app/Providers/Filament/AdminPanelProvider.php add the plugin to the plugin() method:

use Umnidev\Helpdesk\HelpdeskPlugin;

public function panel(Panel $panel): Panel
{
    return $panel
    // ...
        ->plugin(
            HelpdeskPlugin::make()
        );
}

Publish the configuration file to customize the plugin's behavior.

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

Configure client_model and global_admin_emails in published config/helpdesk.php file:

return [
    // Automatically close answered tickets after X hours of no reply.
    'autoclose_after_hours' => 168, // default: 7 days

    // Define your application's client (user) model.
    'client_model' => App\Models\User::class,

    // Global admin emails: users with these emails will have access to all tickets.
    'global_admin_emails' => array_filter(
        array_map('trim', explode(',', env('ASD_ADMIN_EMAILS', '')))
    ),
];

#Email Import (IMAP/POP3) Setup

To automatically create tickets and receive replies from incoming emails, configure a department:

In your Filament admin panel, navigate to Support > Departments.
Create a new department and fill in the Mail Import section with your IMAP or POP3 server credentials.
Enable the Mail Import Enabled toggle.

#Permissions

The plugin defines two levels of access:

• Global Admin → Can see and manage all tickets from all departments.
• Department Admin → Can only see and manage tickets assigned to their department or directly to them.