Notifications

Ten notification types, on by default (tickets.notifications.enabled) and sent on tickets.notifications.channels (['mail']). Each is a Laravel notification that is ShouldQueue and afterCommit: nothing is sent for a change that rolled back, and the mail is built when the queue delivers it. Plain MailMessage (no views) plus a toArray() for the database channel; every string comes from tickets::notifications in English and Slovak.

Types and recipients

• A merge’s close sends merged, not status_changed. An automation transition carries no actor, so the requester whose reply reopened a ticket gets reopened too.
• A reply held by the host’s moderation, and an internal note’s content, never reach a non-agent.
• No notification goes out for GuestAccessRevoked, and none to agents on created — listen to TicketCreated for a team inbox.

Every recipient list is:

• Visibility-checked — no one gets what they cannot see. Internal content reaches only agents the agent scope lets work on the ticket; anything else only someone who may view the ticket.
• Re-checked on delivery: a watcher removed meanwhile, an agent the scope now excludes, a deleted ticket, a message moved off the ticket — nothing is sent. A due-date notification is dropped when the due date moved or the ticket was resolved.
• Deduplicated — one notification per person, whatever roles they hold.
• Without the one who acted, unless tickets.notifications.notify_actor (the created receipt always goes out); without guests, unless tickets.notifications.guests (on); notifiable only — a model without routeNotificationFor() is skipped.

The mail

The subject reads [TCK-42] New reply: Printer on floor 3 is jammed, followed by a greeting with the recipient’s display name, the type’s lines and — for messages — the message text. What people wrote is escaped and shown as text, never rendered as Markdown. A guest’s button is a freshly issued signed guest link (none when no link can be issued, or when closing revoked the ticket’s links); anyone else gets tickets.notifications.url with {reference} filled in — blank means no button, because the package is headless. Dates are formatted in the rendering locale and the app’s time zone.

Payloads

toArray() — the database channel — always carries type, ticket (the reference) and subject, plus:

Locale

Laravel’s locale rules apply: a notifiable implementing HasLocalePreference gets its preferredLocale(); otherwise the queue worker’s app locale. Publish tickets-translations to change a line or add a language.

Swapping a class

Extend the packaged class (they are not final) and name the subclass:

use Illuminate\Notifications\Messages\MailMessage;
use RoundlyConsulting\Tickets\Notifications\TicketRepliedNotification;

final class BrandedReplyNotification extends TicketRepliedNotification
{
    public function toMail(object $notifiable): MailMessage
    {
        return parent::toMail($notifiable)->from('[email protected]', 'Example Help Desk');
    }
}

// config/tickets.php
'notifications' => ['types' => ['replied' => App\Notifications\BrandedReplyNotification::class, /* … */]],

A replacement must extend the packaged class; anything else is a configuration error. The package builds it through the container with named constructor arguments — keep these parameter names in an overridden constructor (other parameters are resolved by the container):

Class hooks

Every type extends the abstract Notifications\TicketNotification (ShouldQueue, Queueable, afterCommit(), $deleteWhenMissingModels = true, public $ticket). The four message types extend CommentNotification (public $comment, plus author() and excerpt()); the two due-date types extend DueNotification (public $dueAt, plus due()). Override shouldSend() only by calling parent::shouldSend() — it holds the visibility re-check:

Recipients from your own code

Notifications\RecipientResolver (resolve it from the container) answers who would be told: created($ticket), assigned($ticket, $assignee, $actor), replied($ticket, AuthorRole $role, $actor), noteAdded($ticket, $actor), mentioned($ticket, $comment, $mentioned), statusChanged($ticket, $actor), due($ticket) and merged($source, $actor) — each a visibility-checked, deduplicated list<Model> — and replyType(AuthorRole $role). Use it to send the same audience a Slack DM, a push message or a webhook of your own.

Other channels

Only mail and database are built in. For any other channel, add it to notifications.channels and swap each type for a subclass that implements that channel’s method (toSlack(), toVonage(), …). A TicketGuest routes a channel through the guest field whose route names it (email → mail, phone → vonage in the shipped field set).

Failures

A notification failure — a broken setting, an unreachable queue, a mail that throws on the sync queue — is reported through your exception handler, never thrown: the change it tells about has already committed. Notifications for a ticket deleted for good before the queue reaches them are dropped. The mentioned type needs comments.mention_resolver.