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Service

What the getodden/crm-service help desk module adds on top of Core, its models, and where to read next.

getodden/crm-service is Odden's help desk module. It adds support tickets with threaded conversations, SLA policies with business hours, automatic ticket routing, canned responses, ticket merging, a public knowledge base, a token-based customer portal with CSAT surveys, an embeddable chat widget, and an email-to-ticket webhook.

The package is headless: it ships models, actions, Artisan commands, notifications, and a small set of public Blade pages and JSON endpoints for customers. It has no agent-facing UI of its own. You build agent screens in your application (or use the Filament admin, see Installation) and call the package's actions from them.

Requirements

  • PHP 8.3 or later
  • Laravel 12 or 13
  • getodden/crm-core, which provides the Contact and Company models, the activity timeline, and the shared route, token, and rate limit helpers. See Core.
bash
composer require getodden/crm-service
php artisan migrate

The service provider, Odden\Service\ServiceHubServiceProvider, is auto-discovered. It loads the package migrations, registers the public routes, the odden-service:: view namespace, and two Artisan commands. See Installation for publishing config and migrations and for scheduling the commands.

What it adds to Core

Service works on Core's records rather than defining its own customers:

  • Every ticket can belong to a Core Contact and Company. The service provider adds a tickets() relationship to both models at runtime, so $contact->tickets and $company->tickets work without changes to Core.
  • When Core merges two contacts or two companies, Service moves the duplicate's tickets (soft-deleted ones included) to the surviving record, and on a contact merge its ticket messages too.
  • Ticket owners, message authors, and article authors are your application's user model, resolved through Core's user model setting (see Configuration).
  • Creating, routing, replying to, and resolving tickets writes notes and tasks to the contact's activity timeline.
  • Customers who submit a ticket, start a chat, or email support are matched to an existing contact by email address, or a new contact is created.
  • Ticket uses Core's HasCustomProperties trait, so you can store extra data in its properties column with getProperty(), setProperty(), and the whereProperty() scope.

Models

All models are in the Odden\Service\Models namespace. Table names come from odden-service.tables (see Configuration reference).

Model Default table Purpose
Ticket odden_service_tickets A support request: number, subject, status, priority, source, contact, company, owner, SLA deadlines, CSAT rating, portal token. Soft deletes.
TicketMessage odden_service_ticket_messages One entry in a ticket's thread: a customer message, agent reply, system message, or internal note.
SlaPolicy odden_service_sla_policies First response and resolution targets per priority, with optional business hours and holidays.
TicketRoutingRule odden_service_routing_rules Criteria plus a pool of users for round-robin assignment.
CannedResponse odden_service_canned_responses A reusable reply with a title, shortcut, and category.
KnowledgeArticle odden_service_articles A help center article with view, vote, and deflection counters.

Enums

All enums are string-backed and live in Odden\Service\Enums.

Enum Cases (value)
TicketStatus New (new), Open (open), WaitingOnCustomer (waiting_on_customer), WaitingOnAgent (waiting_on_agent), Resolved (resolved), Closed (closed)
TicketPriority Low (low), Medium (medium), High (high), Urgent (urgent)
TicketSource WebPortal (web_portal), Email (email), Phone (phone), Chat (chat), Api (api)
MessageSenderType Agent (agent), Customer (customer), System (system)

Each enum has a label() method. TicketStatus and TicketPriority also have color() (a Filament-style color name), and TicketPriority has weight() (1 for Low to 4 for Urgent). TicketStatus::isClosed() returns true for Resolved and Closed.

Actions

Business logic lives in action classes in Odden\Service\Actions. Resolve them from the container with app() or inject them.

Action What it does
CreateTicketAction Creates a ticket, seeds the first message, routes it, logs to the contact timeline, and emails the customer.
ReplyTicketAction Adds a reply or internal note and emails the customer on public agent replies.
ResolveTicketAction Resolves a ticket and sends the CSAT survey email.
RouteTicketAction Assigns an owner using the active routing rules.
MergeTicketsAction Moves a duplicate ticket's messages into a primary ticket and closes the duplicate.
CheckSlaBreachesAction Flags overdue tickets, alerts owners, and escalates unassigned tickets.
RunServiceAutomationsAction Closes stale and long-resolved tickets.
DeflectTicketAction Finds knowledge base articles matching a customer's question.

Artisan commands

Command Purpose
service:check-sla Runs CheckSlaBreachesAction. See SLA policies.
service:run-automations Runs RunServiceAutomationsAction. See Tickets.

Neither command is scheduled by the package. Add both to your scheduler as described in Installation.

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