Ticket Management System

The application transforms incoming emails into structured support tickets, allowing organizations to centralize customer communication in a single, secure, and organized environment. Every interaction is recorded as part of the ticket history, ensuring complete traceability throughout the support lifecycle.

Features

🎯 Dashboard – Provides a comprehensive overview of the Help Desk operation, including ticket statistics, ticket status distribution, online users, notes, recent activity, and key performance indicators.🎫 Ticket Management – Create, assign, prioritize, filter, update, and track support tickets throughout their complete lifecycle, from initial request to resolution and closure.💬 Articles & Conversations – Keep the complete communication history of every ticket, including customer messages, agent replies, internal communication, and email conversation history.📝 Notes – Add private internal notes to tickets for important information, instructions, follow-up actions, and team communication without exposing them to customers.📎 Attachments – Securely manage files associated with tickets and email messages while keeping documents organized and accessible.🔍 Advanced Filters – Quickly find tickets using multiple criteria such as ticket number, title, customer, owner, status, and priority, with support for saving frequently used filters.✉️ Email Integration – Connect customer email communication directly to the Help Desk and keep incoming messages, outgoing replies, and ticket conversations organized in one place.📥 IMAP Integration – Automatically retrieve incoming emails from configured mailboxes and convert customer messages into new tickets or additional ticket articles.📤 SMTP Integration – Send customer replies and system-generated emails through your configured SMTP mail server.📬 Mail Queue – Process outgoing emails in the background through a dedicated queue system, improving performance and preventing email operations from slowing down the application.🔄 Mail Flow – Manage and monitor the complete communication flow between customers, mailboxes, the TMS application, and outgoing mail services.⏰ Scheduled Tasks – Automate recurring operations such as email fetching, mail processing, queue handling, and system maintenance.👥 Users Management – Manage user accounts, account status, authentication, roles, and access from a centralized administration area.🔐 Roles & Permissions – Define roles, access levels, and permissions to ensure that users can access only the features and actions appropriate to their responsibilities.⚙️ Settings – Configure application preferences, email services, IMAP and SMTP connections, system behavior, and other operational options from one centralized location.🕵️ Audit Log – Keep a detailed record of important user actions and system changes for transparency, accountability, security, and troubleshooting.🛡️ Secure Authentication – Protect the application with secure authentication and session management, ensuring that only authorized users can access protected areas.📱 Two-Factor Authentication (2FA) – Add an additional layer of account security by requiring a second verification step beyond the user's password.🔑 Password Change & Reset – Allow users to securely change their passwords or recover access to their accounts through the password reset functionality.⏱️ Cron Jobs – Automate routine background tasks such as email processing, scheduled operations, system maintenance, and other recurring tasks required for the reliable operation of the Ticket Management System.💾 Secure Storage – Securely store ticket attachments, internal files, and audit information using Laravel private storage.🗄️ Database Management – Maintain structured application data for users, tickets, articles, attachments, settings, email processing, and audit records.☁️ Backup & Restore – Protect important application data and files through backup and restore procedures designed to help recover the system in case of unexpected failures or data loss.🔄 System Updates – Keep the platform continuously improved through periodic feature updates, bug fixes, security enhancements, performance improvements, and compatibility updates.⚡ Performance Optimization – Use efficient database operations, background processing, queue-based email handling, and optimized storage management to maintain a responsive user experience.🛠️ Troubleshooting – Provide practical diagnostic guidance for common issues involving tickets, email processing, queues, storage, databases, scheduled tasks, and system configuration.❓ FAQ – Provide quick answers to frequently asked questions about ticket management, email integration, administration, security, maintenance, and everyday system usage.📜 Changelog & Version History – Keep track of new features, improvements, bug fixes, security updates, and other important changes throughout the evolution of the system.

Requirements

Server Requirements

• PHP >= 8.3.0
• cURL PHP Extension
• OpenSSL PHP Extension
• ZIP PHP Extension
• PDO PHP Extension
• XML PHP Extension
• JSON PHP Extension
• DOM PHP Extension
• Mbstring PHP Extensio

Instructions

Installation

• Upload the tms_market.zip and unzip it on your server, then download the composer and install it Composer Download
• Download the DB (WAMP, LAMP, XAMP) on your server and follow the installation process provided by the DB vendor.
• Open the DB and create a table and a user named as you wish then give the user access to the DB.
• Type in the browser your domain name "http://example.com" and follow the installation steps filling the DB name, user, password then log in with the default Admin credentials and you will reach the Home page.
• The tms_market.sql file is for DB disaster purpose only and contain the default settings of the app (from scratch - only the users and settings tables contain data, the other no). Import this file on the DB only in case of DB disaster and want to avoid the installation process.

Update the .env file with the App name, Timezone data

• APP_NAME=TMS (change with any name, but no spaces, jut one word)
• APP_ENV=local (leave like this "locale")
• APP_KEY=base64:2CC5R8QbDUtVr3X1TVDg9Js4fxsRhN8IHWkt/Kxe9L8= (change it in Settings-Commands-KeyGenerate)
• APP_DEBUG=true (change to "true" or "false" to see the errors in browser)
• APP_TIMEZONE=UTC (change to your location timezone e.g. Europe/London )
• APP_URL=http://localhost (leave like this "localhost")

Update the .env file with the email data

• MAIL_MAILER=smtp
• MAIL_HOST=127.0.0.1
• MAIL_PORT=(e.g. 25, 587, 465, 2525...)
• MAIL_USERNAME=
• MAIL_PASSWORD=
• MAIL_ENCRYPTION=yes/null (type "yes" or "null")
• MAIL_FROM_ADDRESS="hello@example.com" (change to your email address server)
• MAIL_FROM_NAME="${APP_NAME}"

Developer Guide

• We provide a guide to execute some artisan command under application Settings.
• Cache Clear | Config Clear | Composer Dump-Autoload | Route Clear...

Important Notice

• Please check the demo before purchasing.
• Support available at https://helpdesk.allinsidemark... (license key required).
• Response time can be up to 48 hours depending on timezone.