Configuration

php artisan vendor:publish --tag=tickets-config

// config/tickets.php (imports omitted)
return [
    'primary_key_type' => env('TICKETS_PRIMARY_KEY_TYPE', 'bigint'),
    'key_type' => env('TICKETS_KEY_TYPE', 'bigint'),

    'models' => [
        'ticket' => Ticket::class,
        'category' => TicketCategory::class,
        'field' => TicketField::class,
        'tag' => TicketTag::class,
        'guest' => TicketGuest::class,
    ],

    'lifecycle' => TicketLifecycle::class,
    'auto_close' => [
        'after' => env('TICKETS_AUTO_CLOSE_AFTER', 'P7D'),
    ],
    'priority' => [
        'enum' => TicketPriority::class,
        'default' => env('TICKETS_DEFAULT_PRIORITY', 'normal'),
    ],
    'reference' => [
        'prefix' => env('TICKETS_REFERENCE_PREFIX', 'TCK'),
    ],
    'channels' => ['web', 'email', 'api', 'phone', 'chat'],
    'default_channel' => 'api',

    'assignment' => [
        'strategy' => CategoryDefaultStrategy::class,
    ],
    'due' => [
        'resolver' => CategoryDueDateResolver::class,
        'soon_window' => env('TICKETS_DUE_SOON_WINDOW', 'PT4H'),
    ],

    'requesters' => ['user' => 'App\\Models\\User'],
    'assignables' => ['user' => 'App\\Models\\User'],
    'watchables' => null,
    'projects' => [],

    'guests' => [
        'enabled' => env('TICKETS_GUESTS', 'on'),
        'fields' => [
            'name' => ['type' => 'string', 'rules' => ['required', 'string', 'max:120'], 'display' => true],
            'email' => ['type' => 'string', 'rules' => ['nullable', 'email:rfc', 'max:191'], 'identifying' => true, 'route' => 'mail', 'normalize' => 'email'],
            'phone' => ['type' => 'string', 'rules' => ['nullable', 'string', 'max:32'], 'identifying' => true, 'route' => 'vonage', 'normalize' => 'phone', 'encrypted' => false],
        ],
        'require_one_identifying' => true,
        'update_on_resolve' => false,
        'link_ttl' => env('TICKETS_GUEST_LINK_TTL', 'P30D'),
        'revoke_on_close' => env('TICKETS_GUESTS_REVOKE_ON_CLOSE', 'off'),
        'link_generator' => SignedRouteLinkGenerator::class,
    ],

    'categories' => [
        'max_depth' => 5,
    ],
    'fields' => [
        'allowed_rules' => ['min', 'max', 'between', 'regex', 'digits', 'digits_between', 'alpha', 'alpha_num', 'alpha_dash', 'starts_with', 'ends_with'],
    ],

    'comments' => [
        'auto_approve' => env('TICKETS_COMMENTS_AUTO_APPROVE', 'on'),
        'reply_reopens' => env('TICKETS_REPLY_REOPENS', 'on'),
    ],
    'watchers' => [
        'can_view' => env('TICKETS_WATCHERS_CAN_VIEW', 'on'),
        'auto' => [
            'requester' => env('TICKETS_AUTO_WATCH_REQUESTER', 'on'),
            'assignee' => env('TICKETS_AUTO_WATCH_ASSIGNEE', 'on'),
            'agent_repliers' => env('TICKETS_AUTO_WATCH_AGENT_REPLIERS', 'on'),
            'mentioned' => env('TICKETS_AUTO_WATCH_MENTIONED', 'off'),
        ],
    ],

    'authorization' => [
        'register_policy' => env('TICKETS_REGISTER_POLICY', 'on'),
        'policy' => TicketPolicy::class,
        'abilities' => [
            'agent' => 'tickets.agent',
            'assign' => 'tickets.assign',
            'merge' => 'tickets.agent',
            'manage' => 'tickets.manage',
        ],
        'agent_scope' => null,
        'requester_transitions' => ['close', 'reopen'],
        'participants_can_transition' => env('TICKETS_PARTICIPANTS_CAN_TRANSITION', 'off'),
        'self_service' => env('TICKETS_SELF_SERVICE', 'on'),
        'requester_can_edit' => env('TICKETS_REQUESTER_CAN_EDIT', 'on'),
    ],

    'tags' => [
        'free_form' => env('TICKETS_TAGS_FREE_FORM', 'on'),
    ],
    'links' => [
        'cross_project' => env('TICKETS_LINKS_CROSS_PROJECT', 'on'),
        'max_depth' => 50,
    ],
    'merge' => [
        'cross_project' => env('TICKETS_MERGE_CROSS_PROJECT', 'off'),
        'move_attachments' => env('TICKETS_MERGE_MOVE_ATTACHMENTS', 'on'),
    ],

    'attachments' => [
        'bucket' => 'attachments',
        'disk' => env('TICKETS_ATTACHMENTS_DISK', 'local'),
        'mimes' => [
            'image/jpeg', 'image/png', 'image/gif', 'image/webp',
            'application/pdf', 'text/plain', 'text/csv',
            'application/zip',
            'application/msword', 'application/vnd.openxmlformats-officedocument.wordprocessingml.document',
            'application/vnd.ms-excel', 'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet',
        ],
        'max_kb' => 10240,
    ],

    'activity' => [
        'enabled' => env('TICKETS_ACTIVITY', 'on'),
    ],
    'actor' => [
        'from_auth' => env('TICKETS_ACTOR_FROM_AUTH', 'on'),
        'guard' => env('TICKETS_ACTOR_GUARD'),
    ],

    'routes' => [
        // Blank means off: the route switch reads a blank value as on.
        'enabled' => env('TICKETS_ROUTES') ?: 'off',
        'prefix' => env('TICKETS_ROUTES_PREFIX', 'api'),
        'middleware' => ['api', 'auth', 'throttle:tickets-api'],
        'max_per_page' => 100,
        'rate_limit' => 120,
        'guest' => [
            'middleware' => ['api', 'throttle:tickets-guest'],
            'rate_limit' => 30,
        ],
        'bulk' => [
            'max' => 100,
        ],
    ],

    'notifications' => [
        'enabled' => env('TICKETS_NOTIFICATIONS', 'on'),
        'channels' => ['mail'],
        'queue' => env('TICKETS_NOTIFICATIONS_QUEUE'),
        'notify_actor' => env('TICKETS_NOTIFY_ACTOR', 'off'),
        'guests' => env('TICKETS_NOTIFY_GUESTS', 'on'),
        'url' => env('TICKETS_NOTIFICATIONS_URL'),
        'types' => [
            'created' => TicketCreatedNotification::class,
            'assigned' => TicketAssignedNotification::class,
            'replied' => TicketRepliedNotification::class,
            'requester_replied' => TicketRequesterRepliedNotification::class,
            'note_added' => TicketNoteAddedNotification::class,
            'mentioned' => TicketMentionedNotification::class,
            'status_changed' => TicketStatusChangedNotification::class,
            'overdue' => TicketOverdueNotification::class,
            'due_soon' => TicketDueSoonNotification::class,
            'merged' => TicketMergedNotification::class,
        ],
    ],
];

TICKETS_REFERENCE_PREFIX=TCK
TICKETS_DEFAULT_PRIORITY=normal
TICKETS_AUTO_CLOSE_AFTER=P7D
TICKETS_DUE_SOON_WINDOW=PT4H
TICKETS_ROUTES=on
TICKETS_ATTACHMENTS_DISK=local
TICKETS_NOTIFICATIONS_URL=https://help.example.com/tickets/{reference}
TICKETS_NOTIFY_GUESTS=on