Use cases

Tickets for Laravel is headless: it owns the data, the rules and the notifications, and you build the screens on top — or switch on its JSON API for a single-page or mobile app. The same core serves very different desks, because each one leans on a capability that ships in the box:

• SaaS products — in-app support next to the customer’s account. The requester is a morph to your own model (the tickets.requesters allow-list), Concerns\RequestsTickets gives your user requestedTickets() and openTicket(), and Tickets::visibleTo($user) scopes every list to what that user may see.
• IT and internal service desks — equipment, access and facilities requests from colleagues. Nested categories set the default priority, assignee and due date of every new ticket, agents claim() or assign() work (a whole team can be the assignee), and tickets:sweep flags overdue and due-soon tickets exactly once.
• Agencies and consultancies — client requests per project. A model implementing Contracts\TicketProject numbers its own tickets (SUP-1, WEB-1) through ticketReferencePrefix() in its own gap-free sequence, carries its own categories, fields and tags, and an AgentScope keeps each agent on the projects they work on.
• E-commerce and marketplaces — order problems and returns, from customers with or without an account. A requester can be a TicketGuest resolved from configurable guest fields, a custom field holds the order number, and Tickets::guests()->convert() moves every ticket to the account a guest later registers.
• Public services and schools — enquiries from people who will never sign up. Guests file tickets without an account, follow a temporary signed link to read, reply, close or reopen, and receive mail notifications that ship in English and Slovak.

Start with one inbox and grow into the rest: projects, custom fields, guest access and the API are each configuration, not a fork. Swap the statuses, priorities, permission rules, notifications, assignment and due-date rules — even the models — through the contracts on the Extension points page.