HelpDesk Pro - Laravel Support Ticketing System with SLA Tracking

HelpDesk Pro is a self-hosted support ticketing system for small teams who
need real SLA accountability without the overhead of a full enterprise
helpdesk platform. Agents log in, get assigned tickets, reply in a threaded
conversation, and every ticket automatically carries a computed SLA deadline
based on its priority, with overdue tickets visually flagged everywhere in
the app, not just buried in a report.

Feature highlights

- Hand-rolled agent authentication. Simple and fast, with no bloated
  auth starter kit dependency to maintain.
- Automatic email-to-ticket. Point a mailbox at the app and every unread email becomes a new ticket automatically, or a reply on an existing thread if it's part of a conversation already in the system, so there's no more manually retyping what a customer emailed you.
- Automatic SLA deadlines. Urgent (4h), high (24h), medium (48h), and
  low (96h) response windows are computed on ticket creation, and
  recalculated correctly if priority changes later.
- Live overdue tracking. The dashboard, ticket list, and ticket detail
  pages all compute and highlight SLA breaches in real time, not with a
  cached flag.
- Full reply threads. Agent replies and customer replies are rendered
  distinctly, with an internal-notes mode for agent-only context that never
  leaks to the customer.
- One-click PDF export. Download any ticket's full thread, including
  internal notes, as a formatted PDF for compliance, escalation, or offline
  records.
- Status, priority, and assignment controls. Reassign, reprioritize, or
  change status from the ticket detail page without a page full of modals.
- Filterable ticket list. Filter by status, priority, overdue-only, and
  free text search across subject, requester name, and requester email.
- Five languages out of the box. English, Arabic, French, Spanish, and
  Turkish, with a switcher in the nav on every page, full right-to-left
  layout for Arabic, and an Arabic-ready PDF export.
- Responsive UI. A genuinely usable mobile layout, not just a
  squeezed-down desktop view.
- Realistic demo data included. Seed 30 tickets across every status and
  priority, with 2 to 5 replies each, spread across 4 agents, so the app
  looks alive from the first login.

Tech stack

Laravel 13, Eloquent ORM, Blade, Tailwind CSS, MySQL/SQLite, barryvdh/laravel-dompdf.

What's included

- Full Laravel 13 application source code (customer-download/)
- Pre-compiled Tailwind CSS, so no Node.js is required to run the app
- Database migrations for tickets, ticket replies, and agent roles
- The tickets:poll-inbox Artisan command for optional automatic email-to-ticket
  (point it at any IMAP mailbox; off by default)
- A seeder with 30+ realistic demo tickets and 4 demo agent accounts
- PDF ticket export via barryvdh/laravel-dompdf, with Arabic-shaped text
  support for the Arabic locale
- Translation files for English, Arabic, French, Spanish, and Turkish, ready
  to extend with more languages
- A PDF setup and usage manual (manual.pdf)
- 10 marketing screenshots (5 desktop, 5 mobile)

Requirements

PHP 8.3+, Composer, MySQL or SQLite. No npm/Node.js is required to run the app as-is (only needed if you want to edit and recompile the Tailwind CSS). PHP imap extension is required only if you enable the optional automatic email-to-ticket feature.

Compatibility

Laravel 13.x, PHP 8.3 or higher. Works with MySQL, PostgreSQL, or SQLite. Runs on shared hosting, a VPS, or any standard LAMP or LEMP stack. Tested in Chrome, Firefox, Safari, and Edge.