Initial Commit

.editorconfig

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+root = true
+
+[*]
+charset = utf-8
+end_of_line = lf
+indent_size = 4
+indent_style = space
+insert_final_newline = true
+trim_trailing_whitespace = true
+
+[*.md]
+trim_trailing_whitespace = false
+
+[*.{yml,yaml}]
+indent_size = 2
+
+[{compose,docker-compose}.{yml,yaml}]
+indent_size = 4

.env.example

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+APP_NAME=Laravel
+APP_ENV=local
+APP_KEY=
+APP_DEBUG=true
+APP_URL=http://localhost:8000
+
+APP_LOCALE=en
+APP_FALLBACK_LOCALE=en
+APP_FAKER_LOCALE=en_US
+
+APP_MAINTENANCE_DRIVER=file
+# APP_MAINTENANCE_STORE=database
+
+# PHP_CLI_SERVER_WORKERS=4
+
+BCRYPT_ROUNDS=12
+
+LOG_CHANNEL=stack
+LOG_STACK=single
+LOG_DEPRECATIONS_CHANNEL=null
+LOG_LEVEL=debug
+
+DB_CONNECTION=sqlite
+# DB_HOST=127.0.0.1
+# DB_PORT=3306
+# DB_DATABASE=laravel
+# DB_USERNAME=root
+# DB_PASSWORD=
+
+SESSION_DRIVER=database
+SESSION_LIFETIME=120
+SESSION_ENCRYPT=false
+SESSION_PATH=/
+SESSION_DOMAIN=null
+
+BROADCAST_CONNECTION=log
+FILESYSTEM_DISK=local
+QUEUE_CONNECTION=database
+
+CACHE_STORE=database
+# CACHE_PREFIX=
+
+MEMCACHED_HOST=127.0.0.1
+
+REDIS_CLIENT=phpredis
+REDIS_HOST=127.0.0.1
+REDIS_PASSWORD=null
+REDIS_PORT=6379
+
+MAIL_MAILER=log
+MAIL_SCHEME=null
+MAIL_HOST=127.0.0.1
+MAIL_PORT=2525
+MAIL_USERNAME=null
+MAIL_PASSWORD=null
+MAIL_FROM_ADDRESS="hello@example.com"
+MAIL_FROM_NAME="${APP_NAME}"
+
+AWS_ACCESS_KEY_ID=
+AWS_SECRET_ACCESS_KEY=
+AWS_DEFAULT_REGION=us-east-1
+AWS_BUCKET=
+AWS_USE_PATH_STYLE_ENDPOINT=false
+
+VITE_APP_NAME="${APP_NAME}"

.gitattributes

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+* text=auto eol=lf
+
+*.blade.php diff=html
+*.css diff=css
+*.html diff=html
+*.md diff=markdown
+*.php diff=php
+
+CHANGELOG.md export-ignore
+README.md export-ignore
+.github/workflows/browser-tests.yml export-ignore

.github/dependabot.yml

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+version: 2
+updates:
+  - package-ecosystem: "github-actions"
+    directory: "/"
+    schedule:
+      interval: "weekly"
+    cooldown:
+      default-days: 5
+    groups:
+      github-actions:
+        patterns:
+          - "*"

.github/workflows/tests.yml

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+name: tests
+
+on:
+  push:
+    branches:
+      - main
+  pull_request:
+
+permissions:
+  contents: read
+
+jobs:
+  ci:
+    runs-on: ubuntu-latest
+
+    steps:
+      - name: Checkout code
+        uses: actions/checkout@3d3c42e5aac5ba805825da76410c181273ba90b1 # v7.0.1
+        with:
+          persist-credentials: false
+
+      - name: Setup PHP
+        uses: shivammathur/setup-php@f3e473d116dcccaddc5834248c87452386958240 # v2
+        with:
+          php-version: '8.3'
+          tools: composer:v2
+          coverage: none
+
+      - name: Setup Node
+        uses: actions/setup-node@820762786026740c76f36085b0efc47a31fe5020 # v7.0.0
+        with:
+          node-version: '22'
+
+      - name: Setup Application
+        run: composer setup
+
+      - name: Run CI Checks
+        run: composer ci:check

.gitignore

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+/.phpunit.cache
+/node_modules
+/public/build
+/public/fonts-manifest.dev.json
+/public/hot
+/public/storage
+/storage/*.key
+/storage/pail
+/vendor
+.env
+.env.backup
+.env.production
+.phpactor.json
+.phpunit.result.cache
+Homestead.json
+Homestead.yaml
+npm-debug.log
+yarn-error.log
+/auth.json
+/.fleet
+/.idea
+/.nova
+/.vscode
+/.zed
+.DS_Store
+*/.DS_Store
+**/.DS_Store
+/provision/

.npmrc

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+ignore-scripts=true
+audit=true

.scannerwork/report-task.txt

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+projectKey=Helpdesk
+serverUrl=http://127.0.0.1:9001
+serverVersion=9.9.8.100196
+dashboardUrl=http://127.0.0.1:9001/dashboard?id=Helpdesk
+ceTaskId=AaA4s_Is8O8WM0gRYMf8
+ceTaskUrl=http://127.0.0.1:9001/api/ce/task?id=AaA4s_Is8O8WM0gRYMf8

Modules/Helpdesk/.gitignore

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+node_modules

Modules/Helpdesk/Concerns/HasHelpdeskTickets.php

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+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Concerns;
+
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Modules\Helpdesk\Models\Ticket;
+
+/**
+ * @method hasMany(string $class, string $string)
+ */
+trait HasHelpdeskTickets
+{
+    /** @return HasMany<Ticket> */
+    public function helpdeskTickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'user_id');
+    }
+
+    /** @return HasMany<Ticket> */
+    public function helpdeskAssignedTickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'agent_id');
+    }
+
+    public function isHelpdeskAgent(): bool
+    {
+        return (bool) (($this->helpdesk_agent ?? false) || ($this->helpdesk_admin ?? false));
+    }
+
+    public function isHelpdeskAdmin(): bool
+    {
+        return (bool) ($this->helpdesk_admin ?? false);
+    }
+}

Modules/Helpdesk/Config/config.php

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+<?php
+
+declare(strict_types=1);
+
+return [
+    'route_prefix' => env('HELPDESK_ROUTE_PREFIX', 'admin/helpdesk'),
+    'middleware' => ['web', 'auth', 'thredary.admin'],
+    'disk' => env('HELPDESK_ATTACHMENTS_DISK', 'local'),
+    'max_upload_kb' => (int) env('HELPDESK_MAX_UPLOAD_KB', 10240),
+    'allowed_extensions' => [
+        'md', 'pdf', 'png', 'jpg', 'jpeg', 'webp', 'doc', 'docx', 'xls', 'xlsx', 'txt', 'csv', 'log', 'zip',
+        'php', 'phtml', 'phps', 'js', 'jsx', 'ts', 'tsx', 'vue', 'css', 'scss', 'sass', 'less',
+        'html', 'htm', 'xml', 'json', 'yaml', 'yml', 'sql', 'sh', 'bash', 'zsh', 'ps1', 'bat', 'cmd',
+        'py', 'rb', 'go', 'rs', 'java', 'kt', 'kts', 'cs', 'cpp', 'c', 'h', 'hpp', 'swift', 'dart',
+        'rpg', 'rpgle', 'cl', 'clle', 'cbl', 'cob', 'copybook', 'inc', 'env', 'ini', 'conf', 'config',
+    ],
+
+    'allowed_source_extensions' => [
+        'php', 'phtml', 'phps', 'js', 'jsx', 'ts', 'tsx', 'vue', 'css', 'scss', 'sass', 'less',
+        'html', 'htm', 'xml', 'json', 'yaml', 'yml', 'sql', 'sh', 'bash', 'zsh', 'ps1', 'bat', 'cmd',
+        'py', 'rb', 'go', 'rs', 'java', 'kt', 'kts', 'cs', 'cpp', 'c', 'h', 'hpp', 'swift', 'dart',
+        'rpg', 'rpgle', 'cl', 'clle', 'cbl', 'cob', 'copybook', 'inc', 'env', 'ini', 'conf', 'config', 'txt', 'log', 'md',
+    ],
+    'blocked_extensions' => ['exe', 'dll', 'com', 'scr', 'msi', 'app', 'dmg', 'pkg', 'jar', 'war'],
+    'virus_scanner' => env('HELPDESK_VIRUS_SCANNER', null),
+
+    // Backwards-compatible alias for older module code/tests that still read this key.
+    'allowed_mimes' => [],
+    'default_status_slug' => 'new',
+    'closed_status_slug' => 'closed',
+];

Modules/Helpdesk/Database/Factories/TicketFactory.php

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+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Database\Factories;
+
+use App\Models\User;
+use Illuminate\Database\Eloquent\Factories\Factory;
+use Illuminate\Support\Str;
+use Modules\Helpdesk\Models\Ticket;
+
+final class TicketFactory extends Factory
+{
+    protected $model = Ticket::class;
+
+    public function definition(): array
+    {
+        $user = User::factory()->create();
+
+        return [
+            'reference' => 'THR-'.Str::upper(Str::random(8)),
+            'user_id' => $user->getKey(),
+            'subject' => fake()->sentence(5),
+            'body' => fake()->paragraph(),
+            'last_activity_at' => now(),
+        ];
+    }
+}

Modules/Helpdesk/Database/Migrations/2026_04_24_000001_add_helpdesk_flags_to_users_table.php

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+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+
+return new class extends Migration
+{
+    /**
+     * This migration predates the application's users table migration.
+     *
+     * It must remain as a no-op because existing installations may already
+     * have this migration recorded. The actual Helpdesk user columns are
+     * added by the later 2026_08_11_000006 Helpdesk migration once the users
+     * table is guaranteed to exist.
+     */
+    public function up(): void
+    {
+        // Intentionally left blank.
+    }
+
+    public function down(): void
+    {
+        // Intentionally left blank.
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_12_000010_create_helpdesk_lookup_tables.php

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+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::create('helpdesk_statuses', static function (Blueprint $table): void {
+            $table->id();
+            $table->string('name', 80);
+            $table->string('slug', 100)->unique();
+            $table->string('color', 30)->default('zinc');
+            $table->unsignedSmallInteger('sort_order')->default(0);
+            $table->boolean('is_closed')->default(false);
+            $table->timestamps();
+        });
+
+        Schema::create('helpdesk_priorities', static function (Blueprint $table): void {
+            $table->id();
+            $table->string('name', 80);
+            $table->string('slug', 100)->unique();
+            $table->string('color', 30)->default('zinc');
+            $table->unsignedSmallInteger('sort_order')->default(0);
+            $table->timestamps();
+        });
+
+        Schema::create('helpdesk_categories', static function (Blueprint $table): void {
+            $table->id();
+            $table->string('name', 120);
+            $table->string('slug', 140);
+            $table->string('color', 30)->default('blue');
+            $table->text('description')->nullable();
+            $table->timestamps();
+
+            $table->unique('slug');
+        });
+
+        Schema::create('helpdesk_teams', static function (Blueprint $table): void {
+            $table->id();
+            $table->string('name', 120);
+            $table->string('slug', 140);
+            $table->string('color', 30)->default('indigo');
+            $table->text('description')->nullable();
+            $table->timestamp('archived_at')->nullable();
+            $table->softDeletes();
+            $table->timestamps();
+
+            $table->unique('slug');
+        });
+
+        Schema::create('helpdesk_projects', static function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('team_id')->nullable()->constrained('helpdesk_teams')->nullOnDelete();
+            $table->string('title', 160);
+            $table->string('slug', 180);
+            $table->string('color', 30)->default('blue');
+            $table->text('description')->nullable();
+            $table->timestamp('archived_at')->nullable();
+            $table->softDeletes();
+            $table->timestamps();
+
+            $table->unique('slug');
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_12_000020_create_helpdesk_tickets_table.php

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+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::create('helpdesk_tickets', static function (Blueprint $table): void {
+            $table->id();
+            $table->string('reference', 32)->unique();
+            $table->foreignId('user_id')->constrained('users')->cascadeOnDelete();
+            $table->foreignId('agent_id')->nullable()->constrained('users')->nullOnDelete();
+            $table->foreignId('status_id')->constrained('helpdesk_statuses')->restrictOnDelete();
+            $table->foreignId('priority_id')->constrained('helpdesk_priorities')->restrictOnDelete();
+            $table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
+            $table->foreignId('project_id')->nullable()->constrained('helpdesk_projects')->nullOnDelete();
+            $table->foreignId('team_id')->nullable()->constrained('helpdesk_teams')->nullOnDelete();
+            $table->string('subject', 200);
+            $table->longText('body');
+            $table->timestamp('due_at')->nullable();
+            $table->timestamp('completed_at')->nullable();
+            $table->timestamp('last_activity_at')->nullable();
+            $table->timestamp('archived_at')->nullable();
+            $table->softDeletes();
+            $table->timestamps();
+
+            $table->index('project_id');
+            $table->index(['team_id', 'status_id']);
+            $table->index(['status_id', 'priority_id']);
+            $table->index(['agent_id', 'completed_at']);
+            $table->index(['user_id', 'created_at']);
+            $table->index('last_activity_at');
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_12_000030_create_helpdesk_git_and_workflow_tables.php

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+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::create('helpdesk_git_repositories', static function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('project_id')->nullable()->constrained('helpdesk_projects')->nullOnDelete();
+            $table->string('name', 160);
+            $table->string('provider', 40)->default('git');
+            $table->string('remote_url', 500);
+            $table->string('default_branch', 120)->default('main');
+            $table->string('webhook_secret', 120)->nullable();
+            $table->boolean('is_active')->default(true);
+            $table->timestamps();
+
+            $table->index('project_id');
+            $table->index(['provider', 'is_active']);
+        });
+
+        Schema::create('helpdesk_git_commits', static function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('repository_id')->constrained('helpdesk_git_repositories')->cascadeOnDelete();
+            $table->foreignId('ticket_id')->nullable()->constrained('helpdesk_tickets')->nullOnDelete();
+            $table->string('hash', 80);
+            $table->string('short_hash', 16);
+            $table->string('branch', 120)->nullable();
+            $table->string('author_name', 160)->nullable();
+            $table->string('author_email', 190)->nullable();
+            $table->text('message');
+            $table->string('url', 500)->nullable();
+            $table->timestamp('committed_at')->nullable();
+            $table->timestamps();
+
+            $table->unique(['repository_id', 'hash']);
+            $table->index(['ticket_id', 'committed_at']);
+        });
+
+        Schema::create('helpdesk_workflow_templates', static function (Blueprint $table): void {
+            $table->id();
+            $table->string('name', 160);
+            $table->string('event', 80);
+            $table->string('subject', 220);
+            $table->longText('html_body');
+            $table->longText('text_body')->nullable();
+            $table->string('to_role', 40)->default('requester');
+            $table->string('cc', 500)->nullable();
+            $table->string('bcc', 500)->nullable();
+            $table->boolean('is_active')->default(true);
+            $table->timestamps();
+
+            $table->index(['event', 'is_active']);
+        });
+
+        Schema::create('helpdesk_workflow_logs', static function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('template_id')->nullable()->constrained('helpdesk_workflow_templates')->nullOnDelete();
+            $table->foreignId('ticket_id')->nullable()->constrained('helpdesk_tickets')->nullOnDelete();
+            $table->string('event', 80);
+            $table->string('recipient', 190)->nullable();
+            $table->string('subject', 220)->nullable();
+            $table->string('status', 40)->default('pending');
+            $table->text('error')->nullable();
+            $table->timestamps();
+
+            $table->index(['ticket_id', 'event']);
+            $table->index(['status', 'created_at']);
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_12_000040_create_helpdesk_comments_and_attachments_tables.php

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+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::create('helpdesk_comments', static function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
+            $table->foreignId('parent_id')->nullable()->constrained('helpdesk_comments')->cascadeOnDelete();
+            $table->foreignId('user_id')->nullable()->constrained('users')->nullOnDelete();
+            $table->longText('body');
+            $table->boolean('is_internal')->default(false);
+            $table->timestamps();
+
+            $table->index(['ticket_id', 'parent_id', 'created_at']);
+        });
+
+        Schema::create('helpdesk_attachments', static function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
+            $table->foreignId('comment_id')->nullable()->constrained('helpdesk_comments')->cascadeOnDelete();
+            $table->foreignId('user_id')->nullable()->constrained('users')->nullOnDelete();
+            $table->string('disk', 80);
+            $table->string('path', 500);
+            $table->string('original_name', 255);
+            $table->string('mime_type', 160)->nullable();
+            $table->unsignedBigInteger('size')->default(0);
+            $table->timestamps();
+
+            $table->index(['ticket_id', 'comment_id', 'created_at']);
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_12_000050_create_helpdesk_category_user_table.php

@@ -0,0 +1,21 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::create('helpdesk_category_user', static function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('category_id')->constrained('helpdesk_categories')->cascadeOnDelete();
+            $table->foreignId('user_id')->constrained('users')->cascadeOnDelete();
+            $table->timestamps();
+            $table->unique(['category_id', 'user_id']);
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_12_130000_create_helpdesk_kanban_boards_table.php

@@ -0,0 +1,39 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Run the migrations.
+     */
+    public function up(): void
+    {
+        if (! Schema::hasTable('helpdesk_kanban_boards')) {
+            Schema::create('helpdesk_kanban_boards', function (Blueprint $table): void {
+                $table->id();
+                $table->string('name');
+                $table->string('slug')->unique();
+                $table->text('description')->nullable();
+                $table->boolean('is_default')->default(false);
+                $table->unsignedInteger('sort_order')->default(0);
+                $table->timestamps();
+                $table->softDeletes();
+
+                $table->index(['is_default', 'sort_order']);
+            });
+        }
+    }
+
+    /**
+     * Reverse the migrations.
+     */
+    public function down(): void
+    {
+        Schema::dropIfExists('helpdesk_kanban_boards');
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_12_130010_create_helpdesk_kanban_board_statuses_table.php

@@ -0,0 +1,31 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        if (! Schema::hasTable('helpdesk_kanban_board_statuses')) {
+            Schema::create('helpdesk_kanban_board_statuses', function (Blueprint $table): void {
+                $table->id();
+                $table->foreignId('board_id')->constrained('helpdesk_kanban_boards')->cascadeOnDelete();
+                $table->foreignId('status_id')->constrained('helpdesk_statuses')->cascadeOnDelete();
+                $table->unsignedInteger('sort_order')->default(0);
+                $table->timestamps();
+
+                $table->unique(['board_id', 'status_id']);
+                $table->index(['board_id', 'sort_order']);
+            });
+        }
+    }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('helpdesk_kanban_board_statuses');
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_15_000100_add_redmineup_inspired_helpdesk_features.php

@@ -0,0 +1,234 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        if (! Schema::hasTable('helpdesk_products')) {
+            Schema::create('helpdesk_products', static function (Blueprint $table): void {
+                $table->id();
+                $table->string('name', 160);
+                $table->string('slug', 180);
+                $table->string('type', 60)->default('service');
+                $table->string('version', 80)->nullable();
+                $table->string('release_channel', 80)->nullable();
+                $table->text('description')->nullable();
+                $table->boolean('is_active')->default(true);
+                $table->timestamps();
+                $table->unique('slug');
+            });
+        }
+
+        if (! Schema::hasTable('helpdesk_sla_policies')) {
+            Schema::create('helpdesk_sla_policies', static function (Blueprint $table): void {
+                $table->id();
+                $table->foreignId('priority_id')->nullable()->constrained('helpdesk_priorities')->nullOnDelete();
+                $table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
+                $table->string('name', 160);
+                $table->string('slug', 180);
+                $table->unsignedInteger('first_response_minutes')->default(240);
+                $table->unsignedInteger('resolution_minutes')->default(2880);
+                $table->boolean('business_hours_only')->default(false);
+                $table->boolean('is_default')->default(false);
+                $table->boolean('is_active')->default(true);
+                $table->timestamps();
+                $table->unique('slug');
+                $table->index(['priority_id', 'category_id', 'is_active'], 'hd_sla_priority_category_active_idx');
+            });
+        }
+
+        Schema::table('helpdesk_tickets', static function (Blueprint $table): void {
+            if (! Schema::hasColumn('helpdesk_tickets', 'sla_policy_id')) {
+                $table->foreignId('sla_policy_id')->nullable()->after('team_id')->constrained('helpdesk_sla_policies')->nullOnDelete();
+            }
+            if (! Schema::hasColumn('helpdesk_tickets', 'product_id')) {
+                $table->foreignId('product_id')->nullable()->after('project_id')->constrained('helpdesk_products')->nullOnDelete();
+            }
+            if (! Schema::hasColumn('helpdesk_tickets', 'first_response_at')) {
+                $table->timestamp('first_response_at')->nullable()->after('due_at');
+            }
+            if (! Schema::hasColumn('helpdesk_tickets', 'sla_first_response_due_at')) {
+                $table->timestamp('sla_first_response_due_at')->nullable()->after('first_response_at');
+            }
+            if (! Schema::hasColumn('helpdesk_tickets', 'sla_resolution_due_at')) {
+                $table->timestamp('sla_resolution_due_at')->nullable()->after('sla_first_response_due_at');
+            }
+            if (! Schema::hasColumn('helpdesk_tickets', 'sla_first_response_breached_at')) {
+                $table->timestamp('sla_first_response_breached_at')->nullable()->after('sla_resolution_due_at');
+            }
+            if (! Schema::hasColumn('helpdesk_tickets', 'sla_resolution_breached_at')) {
+                $table->timestamp('sla_resolution_breached_at')->nullable()->after('sla_first_response_breached_at');
+            }
+            if (! Schema::hasColumn('helpdesk_tickets', 'public_replies_count')) {
+                $table->unsignedInteger('public_replies_count')->default(0)->after('sla_resolution_breached_at');
+            }
+            if (! Schema::hasColumn('helpdesk_tickets', 'time_spent_minutes')) {
+                $table->unsignedInteger('time_spent_minutes')->default(0)->after('public_replies_count');
+            }
+
+        });
+
+        if (! Schema::hasIndex('helpdesk_tickets', ['sla_policy_id', 'sla_resolution_due_at'])) {
+            Schema::table('helpdesk_tickets', static function (Blueprint $table): void {
+                $table->index(['sla_policy_id', 'sla_resolution_due_at'], 'hd_tickets_sla_due_idx');
+            });
+        }
+
+        if (! Schema::hasIndex('helpdesk_tickets', ['product_id', 'completed_at'])) {
+            Schema::table('helpdesk_tickets', static function (Blueprint $table): void {
+                $table->index(['product_id', 'completed_at'], 'hd_tickets_product_closed_idx');
+            });
+        }
+
+        Schema::table('helpdesk_workflow_logs', static function (Blueprint $table): void {
+            if (! Schema::hasColumn('helpdesk_workflow_logs', 'tracking_token')) {
+                $table->string('tracking_token', 64)->nullable()->unique()->after('status');
+            }
+            if (! Schema::hasColumn('helpdesk_workflow_logs', 'first_opened_at')) {
+                $table->timestamp('first_opened_at')->nullable()->after('tracking_token');
+            }
+            if (! Schema::hasColumn('helpdesk_workflow_logs', 'last_opened_at')) {
+                $table->timestamp('last_opened_at')->nullable()->after('first_opened_at');
+            }
+            if (! Schema::hasColumn('helpdesk_workflow_logs', 'opened_count')) {
+                $table->unsignedInteger('opened_count')->default(0)->after('last_opened_at');
+            }
+        });
+
+        if (! Schema::hasTable('helpdesk_canned_responses')) {
+            Schema::create('helpdesk_canned_responses', static function (Blueprint $table): void {
+                $table->id();
+                $table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
+                $table->foreignId('team_id')->nullable()->constrained('helpdesk_teams')->nullOnDelete();
+                $table->string('name', 160);
+                $table->string('slug', 180);
+                $table->string('visibility', 40)->default('agents');
+                $table->string('subject', 220)->nullable();
+                $table->longText('body');
+                $table->boolean('is_active')->default(true);
+                $table->unsignedInteger('sort_order')->default(0);
+                $table->timestamps();
+                $table->unique('slug');
+                $table->index(['category_id', 'team_id', 'is_active'], 'hd_canned_category_team_active_idx');
+            });
+        }
+
+        if (! Schema::hasTable('helpdesk_automation_rules')) {
+            Schema::create('helpdesk_automation_rules', static function (Blueprint $table): void {
+                $table->id();
+                $table->string('name', 160);
+                $table->string('slug', 180);
+                $table->string('match_sender', 190)->nullable();
+                $table->string('match_subject', 220)->nullable();
+                $table->string('match_mailbox', 190)->nullable();
+                $table->foreignId('match_category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
+                $table->foreignId('set_priority_id')->nullable()->constrained('helpdesk_priorities')->nullOnDelete();
+                $table->foreignId('set_category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
+                $table->foreignId('set_team_id')->nullable()->constrained('helpdesk_teams')->nullOnDelete();
+                $table->foreignId('set_project_id')->nullable()->constrained('helpdesk_projects')->nullOnDelete();
+                $table->foreignId('set_status_id')->nullable()->constrained('helpdesk_statuses')->nullOnDelete();
+                $table->foreignId('set_agent_id')->nullable()->constrained('users')->nullOnDelete();
+                $table->boolean('is_active')->default(true);
+                $table->unsignedInteger('sort_order')->default(0);
+                $table->timestamps();
+                $table->unique('slug');
+                $table->index(['is_active', 'sort_order']);
+            });
+        }
+
+        if (! Schema::hasTable('helpdesk_ticket_sla_events')) {
+            Schema::create('helpdesk_ticket_sla_events', static function (Blueprint $table): void {
+                $table->id();
+                $table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
+                $table->foreignId('sla_policy_id')->nullable()->constrained('helpdesk_sla_policies')->nullOnDelete();
+                $table->string('event', 80);
+                $table->timestamp('due_at')->nullable();
+                $table->timestamp('occurred_at')->nullable();
+                $table->boolean('breached')->default(false);
+                $table->json('meta')->nullable();
+                $table->timestamps();
+                $table->index(['ticket_id', 'event']);
+                $table->index(['breached', 'due_at']);
+            });
+        }
+
+        if (! Schema::hasTable('helpdesk_ticket_ratings')) {
+            Schema::create('helpdesk_ticket_ratings', static function (Blueprint $table): void {
+                $table->id();
+                $table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
+                $table->foreignId('agent_id')->nullable()->constrained('users')->nullOnDelete();
+                $table->foreignId('team_id')->nullable()->constrained('helpdesk_teams')->nullOnDelete();
+                $table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
+                $table->unsignedTinyInteger('rating');
+                $table->string('token', 80)->unique();
+                $table->text('comment')->nullable();
+                $table->timestamp('rated_at')->nullable();
+                $table->timestamps();
+                $table->index(['agent_id', 'rating']);
+                $table->index(['team_id', 'category_id']);
+            });
+        }
+
+        if (! Schema::hasTable('helpdesk_tags')) {
+            Schema::create('helpdesk_tags', static function (Blueprint $table): void {
+                $table->id();
+                $table->string('name', 80);
+                $table->string('slug', 100);
+                $table->string('color', 30)->default('zinc');
+                $table->timestamps();
+                $table->unique('slug');
+            });
+        }
+
+        if (! Schema::hasTable('helpdesk_ticket_tag')) {
+            Schema::create('helpdesk_ticket_tag', static function (Blueprint $table): void {
+                $table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
+                $table->foreignId('tag_id')->constrained('helpdesk_tags')->cascadeOnDelete();
+                $table->primary(['ticket_id', 'tag_id']);
+            });
+        }
+
+        if (! Schema::hasTable('helpdesk_checklist_templates')) {
+            Schema::create('helpdesk_checklist_templates', static function (Blueprint $table): void {
+                $table->id();
+                $table->foreignId('category_id')->nullable()->constrained('helpdesk_categories')->nullOnDelete();
+                $table->foreignId('project_id')->nullable()->constrained('helpdesk_projects')->nullOnDelete();
+                $table->string('name', 160);
+                $table->string('slug', 180);
+                $table->json('items');
+                $table->boolean('is_active')->default(true);
+                $table->timestamps();
+                $table->unique('slug');
+            });
+        }
+
+        if (! Schema::hasIndex('helpdesk_checklist_templates', ['category_id', 'project_id', 'is_active'])) {
+            Schema::table('helpdesk_checklist_templates', static function (Blueprint $table): void {
+                $table->index(['category_id', 'project_id', 'is_active'], 'hd_checklist_tpl_scope_active_idx');
+            });
+        }
+
+        if (! Schema::hasTable('helpdesk_checklist_items')) {
+            Schema::create('helpdesk_checklist_items', static function (Blueprint $table): void {
+                $table->id();
+                $table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
+                $table->foreignId('template_id')->nullable()->constrained('helpdesk_checklist_templates')->nullOnDelete();
+                $table->string('title', 220);
+                $table->text('description')->nullable();
+                $table->boolean('is_completed')->default(false);
+                $table->foreignId('completed_by')->nullable()->constrained('users')->nullOnDelete();
+                $table->timestamp('completed_at')->nullable();
+                $table->unsignedInteger('sort_order')->default(0);
+                $table->timestamps();
+                $table->index(['ticket_id', 'is_completed']);
+            });
+        }
+
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_15_000200_add_helpdesk_git_webhook_ingestion.php

@@ -0,0 +1,39 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Add auditable Git webhook ingestion support.
+     */
+    public function up(): void
+    {
+        if (Schema::hasTable('helpdesk_git_webhook_logs')) {
+            return;
+        }
+
+        Schema::create('helpdesk_git_webhook_logs', static function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('repository_id')->constrained('helpdesk_git_repositories')->cascadeOnDelete();
+            $table->string('provider', 40);
+            $table->string('delivery_id', 190)->nullable();
+            $table->string('event', 120)->nullable();
+            $table->string('status', 40)->default('accepted');
+            $table->string('message', 500)->nullable();
+            $table->unsignedInteger('commit_count')->default(0);
+            $table->unsignedInteger('linked_count')->default(0);
+            $table->unsignedInteger('ignored_count')->default(0);
+            $table->json('payload')->nullable();
+            $table->timestamp('received_at')->nullable();
+            $table->timestamps();
+
+            $table->index(['repository_id', 'status', 'received_at'], 'hd_git_webhook_repo_status_received_idx');
+            $table->index(['provider', 'event']);
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_15_143824_default_flags_to_helpdesk_lookup_tables.php

@@ -0,0 +1,48 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Run the migrations.
+     */
+    public function up(): void
+    {
+        foreach ([
+            'helpdesk_statuses',
+            'helpdesk_priorities',
+            'helpdesk_categories',
+            'helpdesk_projects',
+            'helpdesk_teams',
+        ] as $table) {
+            if (! Schema::hasColumn($table, 'is_default')) {
+                Schema::table($table, function (Blueprint $table): void {
+                    $table->boolean('is_default')->default(false);
+                });
+            }
+        }
+    }
+
+    /**
+     * Reverse the migrations.
+     */
+    public function down(): void
+    {
+        foreach ([
+            'helpdesk_statuses',
+            'helpdesk_priorities',
+            'helpdesk_categories',
+            'helpdesk_projects',
+            'helpdesk_teams',
+        ] as $tableName) {
+            if (Schema::hasColumn($tableName, 'is_default')) {
+                Schema::table($tableName, function (Blueprint $table): void {
+                    $table->dropColumn('is_default');
+                });
+            }
+        }
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_15_151500_add_helpdesk_status_default_and_harden_defaults.php

@@ -0,0 +1,50 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Run the migrations.
+     */
+    public function up(): void
+    {
+        foreach ([
+            'helpdesk_statuses',
+            'helpdesk_priorities',
+            'helpdesk_categories',
+            'helpdesk_projects',
+            'helpdesk_teams',
+        ] as $tableName) {
+            if (Schema::hasTable($tableName) && ! Schema::hasColumn($tableName, 'is_default')) {
+                Schema::table($tableName, static function (Blueprint $table): void {
+                    $table->boolean('is_default')->default(false);
+                });
+            }
+        }
+    }
+
+    /**
+     * Reverse the migrations.
+     */
+    public function down(): void
+    {
+        foreach ([
+            'helpdesk_statuses',
+            'helpdesk_priorities',
+            'helpdesk_categories',
+            'helpdesk_projects',
+            'helpdesk_teams',
+        ] as $tableName) {
+            if (Schema::hasTable($tableName) && Schema::hasColumn($tableName, 'is_default')) {
+                Schema::table($tableName, static function (Blueprint $table): void {
+                    $table->dropColumn('is_default');
+                });
+            }
+        }
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_16_090000_add_single_board_assignment_and_owner_to_helpdesk.php

@@ -0,0 +1,76 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Add single-board ticket assignment and board ownership.
+     */
+    public function up(): void
+    {
+        if (Schema::hasTable('helpdesk_kanban_boards') && ! Schema::hasColumn('helpdesk_kanban_boards', 'owner_id')) {
+            Schema::table('helpdesk_kanban_boards', static function (Blueprint $table): void {
+                $table->foreignId('owner_id')
+                    ->nullable()
+                    ->after('description')
+                    ->constrained('users')
+                    ->nullOnDelete();
+
+                $table->index('owner_id');
+            });
+        }
+
+        if (Schema::hasTable('helpdesk_tickets') && ! Schema::hasColumn('helpdesk_tickets', 'board_id')) {
+            Schema::table('helpdesk_tickets', static function (Blueprint $table): void {
+                $table->foreignId('board_id')
+                    ->nullable()
+                    ->after('status_id')
+                    ->constrained('helpdesk_kanban_boards')
+                    ->nullOnDelete();
+
+                $table->index(['board_id', 'status_id']);
+            });
+        }
+
+        if (Schema::hasTable('helpdesk_tickets') && Schema::hasTable('helpdesk_kanban_boards') && Schema::hasColumn('helpdesk_tickets', 'board_id')) {
+            $defaultBoardId = DB::table('helpdesk_kanban_boards')
+                ->where('is_default', true)
+                ->orderBy('sort_order')
+                ->value('id') ?: DB::table('helpdesk_kanban_boards')->orderBy('sort_order')->value('id');
+
+            if ($defaultBoardId !== null) {
+                DB::table('helpdesk_tickets')
+                    ->whereNull('board_id')
+                    ->update(['board_id' => $defaultBoardId]);
+            }
+        }
+    }
+
+    /**
+     * Reverse the migration.
+     */
+    public function down(): void
+    {
+        if (Schema::hasTable('helpdesk_tickets') && Schema::hasColumn('helpdesk_tickets', 'board_id')) {
+            Schema::table('helpdesk_tickets', static function (Blueprint $table): void {
+                $table->dropForeign(['board_id']);
+                $table->dropIndex(['board_id', 'status_id']);
+                $table->dropColumn('board_id');
+            });
+        }
+
+        if (Schema::hasTable('helpdesk_kanban_boards') && Schema::hasColumn('helpdesk_kanban_boards', 'owner_id')) {
+            Schema::table('helpdesk_kanban_boards', static function (Blueprint $table): void {
+                $table->dropForeign(['owner_id']);
+                $table->dropIndex(['owner_id']);
+                $table->dropColumn('owner_id');
+            });
+        }
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_16_093000_backfill_helpdesk_ticket_board_assignments.php

@@ -0,0 +1,60 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Ensure existing tickets have one concrete Kanban board assignment.
+     */
+    public function up(): void
+    {
+        if (! Schema::hasTable('helpdesk_tickets') || ! Schema::hasColumn('helpdesk_tickets', 'board_id')) {
+            return;
+        }
+
+        if (! Schema::hasTable('helpdesk_kanban_boards')) {
+            return;
+        }
+
+        $defaultBoardId = DB::table('helpdesk_kanban_boards')
+            ->where('is_default', true)
+            ->orderBy('sort_order')
+            ->value('id') ?: DB::table('helpdesk_kanban_boards')->orderBy('sort_order')->value('id');
+
+        if ($defaultBoardId === null) {
+            return;
+        }
+
+        DB::table('helpdesk_tickets')
+            ->whereNull('board_id')
+            ->update([
+                'board_id' => $defaultBoardId,
+                'updated_at' => now(),
+            ]);
+
+        DB::table('helpdesk_tickets')
+            ->whereNotNull('board_id')
+            ->whereNotExists(function ($query): void {
+                $query->selectRaw('1')
+                    ->from('helpdesk_kanban_boards')
+                    ->whereColumn('helpdesk_kanban_boards.id', 'helpdesk_tickets.board_id');
+            })
+            ->update([
+                'board_id' => $defaultBoardId,
+                'updated_at' => now(),
+            ]);
+    }
+
+    /**
+     * This data repair is intentionally not reversed.
+     */
+    public function down(): void
+    {
+        // No-op: do not remove repaired board ownership from existing tickets.
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_16_094500_backfill_kanban_board_status_columns.php

@@ -0,0 +1,65 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Backfill status columns for every Kanban board that currently has no columns.
+     */
+    public function up(): void
+    {
+        if (! Schema::hasTable('helpdesk_kanban_boards')
+            || ! Schema::hasTable('helpdesk_kanban_board_statuses')
+            || ! Schema::hasTable('helpdesk_statuses')) {
+            return;
+        }
+
+        $statuses = DB::table('helpdesk_statuses')
+            ->orderBy('sort_order')
+            ->orderBy('name')
+            ->get(['id']);
+
+        if ($statuses->isEmpty()) {
+            return;
+        }
+
+        $boards = DB::table('helpdesk_kanban_boards')
+            ->orderBy('sort_order')
+            ->orderBy('name')
+            ->get(['id']);
+
+        foreach ($boards as $board) {
+            $hasColumns = DB::table('helpdesk_kanban_board_statuses')
+                ->where('board_id', $board->id)
+                ->exists();
+
+            if ($hasColumns) {
+                continue;
+            }
+
+            foreach ($statuses as $index => $status) {
+                DB::table('helpdesk_kanban_board_statuses')->updateOrInsert(
+                    ['board_id' => $board->id, 'status_id' => $status->id],
+                    [
+                        'sort_order' => ($index + 1) * 10,
+                        'created_at' => now(),
+                        'updated_at' => now(),
+                    ],
+                );
+            }
+        }
+    }
+
+    /**
+     * The migration only repairs missing board columns and is intentionally not destructive.
+     */
+    public function down(): void
+    {
+        // No-op. Do not remove configured board columns.
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_17_084500_add_lotus_replication_fields_to_helpdesk_comments.php

@@ -0,0 +1,132 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+use Illuminate\Support\Str;
+use Modules\Helpdesk\Models\Comment;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::table('helpdesk_comments', static function (Blueprint $table): void {
+            if (! Schema::hasColumn('helpdesk_comments', 'guid')) {
+                $table->uuid('guid')->nullable()->after('id');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'unid')) {
+                $table->string('unid', 64)->nullable()->after('guid');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'replica_id')) {
+                $table->string('replica_id', 64)->nullable()->after('unid');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'parent_unid')) {
+                $table->string('parent_unid', 64)->nullable()->after('parent_id');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'root_unid')) {
+                $table->string('root_unid', 64)->nullable()->after('parent_unid');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'originator_id')) {
+                $table->string('originator_id', 96)->nullable()->after('root_unid');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'sync_sequence')) {
+                $table->unsignedBigInteger('sync_sequence')->default(1)->after('originator_id');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'sync_hash')) {
+                $table->string('sync_hash', 128)->nullable()->after('sync_sequence');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'source_system')) {
+                $table->string('source_system', 80)->default('thredary-helpdesk')->after('sync_hash');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'source_record_id')) {
+                $table->string('source_record_id', 120)->nullable()->after('source_system');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'body_text')) {
+                $table->text('body_text')->nullable()->after('body');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'replicated_at')) {
+                $table->timestamp('replicated_at')->nullable()->after('updated_at');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'synced_at')) {
+                $table->timestamp('synced_at')->nullable()->after('replicated_at');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'tombstoned_at')) {
+                $table->timestamp('tombstoned_at')->nullable()->after('synced_at');
+            }
+        });
+
+        Comment::query()->orderBy('id')->chunkById(100, static function ($comments): void {
+            foreach ($comments as $comment) {
+                $guid = $comment->guid ?: (string) Str::uuid();
+                $unid = $comment->unid ?: strtoupper(hash('sha256', $guid.'|'.$comment->ticket_id.'|'.$comment->id));
+                $parent = $comment->parent_id ? Comment::query()->find($comment->parent_id) : null;
+                $parentUnid = $parent?->unid;
+                $rootUnid = $parent?->root_unid ?: $parentUnid ?: $unid;
+
+                DB::table('helpdesk_comments')
+                    ->where('id', $comment->id)
+                    ->update([
+                        'guid' => $guid,
+                        'unid' => $unid,
+                        'parent_unid' => $parentUnid,
+                        'root_unid' => $rootUnid,
+                        'originator_id' => $comment->originator_id ?: $unid.':1',
+                        'sync_sequence' => $comment->sync_sequence ?: 1,
+                        'sync_hash' => hash('sha256', (string) $comment->body),
+                        'body_text' => trim(strip_tags((string) $comment->body)),
+                        'source_system' => $comment->source_system ?: 'thredary-helpdesk',
+                    ]);
+            }
+        });
+
+        Schema::table('helpdesk_comments', static function (Blueprint $table): void {
+            $table->unique('guid', 'helpdesk_comments_guid_unique');
+            $table->unique('unid', 'helpdesk_comments_unid_unique');
+            $table->index(['ticket_id', 'root_unid', 'parent_unid'], 'helpdesk_comments_lotus_thread_index');
+            $table->index(['ticket_id', 'is_internal', 'created_at'], 'helpdesk_comments_visibility_index');
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('helpdesk_comments', static function (Blueprint $table): void {
+            $table->dropUnique('helpdesk_comments_guid_unique');
+            $table->dropUnique('helpdesk_comments_unid_unique');
+            $table->dropIndex('helpdesk_comments_lotus_thread_index');
+            $table->dropIndex('helpdesk_comments_visibility_index');
+
+            $table->dropColumn([
+                'guid',
+                'unid',
+                'replica_id',
+                'parent_unid',
+                'root_unid',
+                'originator_id',
+                'sync_sequence',
+                'sync_hash',
+                'source_system',
+                'source_record_id',
+                'body_text',
+                'replicated_at',
+                'synced_at',
+                'tombstoned_at',
+            ]);
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_17_111500_add_subject_to_helpdesk_comments.php

@@ -0,0 +1,53 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+use Illuminate\Support\Str;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::table('helpdesk_comments', static function (Blueprint $table): void {
+            if (! Schema::hasColumn('helpdesk_comments', 'subject')) {
+                $table->string('subject', 180)->nullable()->after('user_id');
+            }
+        });
+
+        DB::table('helpdesk_comments')
+            ->whereNull('subject')
+            ->orWhere('subject', '')
+            ->orderBy('id')
+            ->select(['id', 'parent_id', 'body', 'body_text', 'is_internal'])
+            ->chunkById(100, static function ($comments): void {
+                foreach ($comments as $comment) {
+                    $plain = trim(preg_replace('/\s+/', ' ', strip_tags((string) ($comment->body_text ?: $comment->body))) ?: '');
+                    $subject = (bool) $comment->is_internal
+                        ? 'Internal note'
+                        : ((int) ($comment->parent_id ?? 0) > 0 ? 'RE: ' : '').Str::limit($plain !== '' ? $plain : 'Response', 120, '');
+
+                    DB::table('helpdesk_comments')
+                        ->where('id', $comment->id)
+                        ->update(['subject' => $subject]);
+                }
+            });
+
+        Schema::table('helpdesk_comments', static function (Blueprint $table): void {
+            $table->index(['ticket_id', 'subject'], 'helpdesk_comments_ticket_subject_index');
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('helpdesk_comments', static function (Blueprint $table): void {
+            if (Schema::hasColumn('helpdesk_comments', 'subject')) {
+                $table->dropIndex('helpdesk_comments_ticket_subject_index');
+                $table->dropColumn('subject');
+            }
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_17_123000_add_deletion_audit_fields_to_helpdesk_comments.php

@@ -0,0 +1,40 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::table('helpdesk_comments', static function (Blueprint $table): void {
+            if (! Schema::hasColumn('helpdesk_comments', 'tombstoned_at')) {
+                $table->timestamp('tombstoned_at')->nullable()->after('synced_at');
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'deleted_by')) {
+                $table->foreignId('deleted_by')->nullable()->after('tombstoned_at')->constrained('users')->nullOnDelete();
+            }
+
+            if (! Schema::hasColumn('helpdesk_comments', 'delete_reason')) {
+                $table->string('delete_reason', 255)->nullable()->after('deleted_by');
+            }
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('helpdesk_comments', static function (Blueprint $table): void {
+            if (Schema::hasColumn('helpdesk_comments', 'deleted_by')) {
+                $table->dropConstrainedForeignId('deleted_by');
+            }
+
+            if (Schema::hasColumn('helpdesk_comments', 'delete_reason')) {
+                $table->dropColumn('delete_reason');
+            }
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_22_000001_create_helpdesk_ticket_time_logs_table.php

@@ -0,0 +1,41 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Run the migrations.
+     */
+    public function up(): void
+    {
+        if (Schema::hasTable('helpdesk_ticket_time_logs')) {
+            return;
+        }
+
+        Schema::create('helpdesk_ticket_time_logs', function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
+            $table->foreignId('user_id')->constrained('users')->cascadeOnDelete();
+            $table->timestamp('started_at');
+            $table->timestamp('ended_at')->nullable();
+            $table->unsignedInteger('duration_seconds')->default(0);
+            $table->unsignedInteger('minutes')->default(0);
+            $table->text('description')->nullable();
+            $table->timestamps();
+
+            $table->index(['ticket_id', 'user_id', 'ended_at'], 'helpdesk_timer_active_idx');
+            $table->index(['ticket_id', 'started_at'], 'helpdesk_timer_ticket_started_idx');
+        });
+    }
+
+    /**
+     * Reverse the migrations.
+     */
+    public function down(): void
+    {
+        Schema::dropIfExists('helpdesk_ticket_time_logs');
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_22_000001_create_helpdesk_time_logs_table.php

@@ -0,0 +1,41 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Run the migrations.
+     */
+    public function up(): void
+    {
+        if (Schema::hasTable('helpdesk_time_logs')) {
+            return;
+        }
+
+        Schema::create('helpdesk_time_logs', function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('ticket_id')->constrained('helpdesk_tickets')->cascadeOnDelete();
+            $table->foreignId('user_id')->constrained('users')->cascadeOnDelete();
+            $table->unsignedInteger('minutes');
+            $table->text('description')->nullable();
+            $table->timestamp('logged_at')->useCurrent();
+            $table->timestamps();
+
+            $table->index(['ticket_id', 'logged_at']);
+            $table->index(['user_id', 'logged_at']);
+        });
+    }
+
+    /**
+     * Reverse the migrations.
+     */
+    public function down(): void
+    {
+        Schema::dropIfExists('helpdesk_time_logs');
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_22_000002_add_timer_fields_to_helpdesk_time_logs_table.php

@@ -0,0 +1,62 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Add persistent timer fields to the existing helpdesk time log table.
+     */
+    public function up(): void
+    {
+        foreach (['helpdesk_time_logs', 'time_logs'] as $tableName) {
+            if (! Schema::hasTable($tableName)) {
+                continue;
+            }
+
+            Schema::table($tableName, function (Blueprint $table) use ($tableName): void {
+                if (! Schema::hasColumn($tableName, 'started_at')) {
+                    $startedAt = $table->timestamp('started_at')->nullable();
+
+                    if (Schema::hasColumn($tableName, 'logged_at')) {
+                        $startedAt->after('logged_at');
+                    }
+                }
+
+                if (! Schema::hasColumn($tableName, 'ended_at')) {
+                    $endedAt = $table->timestamp('ended_at')->nullable();
+
+                    if (Schema::hasColumn($tableName, 'started_at')) {
+                        $endedAt->after('started_at');
+                    }
+                }
+
+                if (! Schema::hasColumn($tableName, 'duration_seconds')) {
+                    $table->unsignedInteger('duration_seconds')->default(0)->after('minutes');
+                }
+            });
+        }
+    }
+
+    /**
+     * Remove persistent timer fields from the existing helpdesk time log table.
+     */
+    public function down(): void
+    {
+        foreach (['helpdesk_time_logs', 'time_logs'] as $tableName) {
+            if (! Schema::hasTable($tableName)) {
+                continue;
+            }
+
+            Schema::table($tableName, function (Blueprint $table) use ($tableName): void {
+                foreach (['duration_seconds', 'ended_at', 'started_at'] as $column) {
+                    if (Schema::hasColumn($tableName, $column)) {
+                        $table->dropColumn($column);
+                    }
+                }
+            });
+        }
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_22_124500_add_logged_at_to_helpdesk_ticket_time_logs_table.php

@@ -0,0 +1,45 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Add the logged_at timestamp used by ticket time history and timer-created entries.
+     */
+    public function up(): void
+    {
+        if (! Schema::hasTable('helpdesk_ticket_time_logs')) {
+            return;
+        }
+
+        if (Schema::hasColumn('helpdesk_ticket_time_logs', 'logged_at')) {
+            return;
+        }
+
+        Schema::table('helpdesk_ticket_time_logs', function (Blueprint $table): void {
+            $table->timestamp('logged_at')->nullable()->after('ended_at')->index();
+        });
+    }
+
+    /**
+     * Remove the logged_at timestamp if this migration is rolled back.
+     */
+    public function down(): void
+    {
+        if (! Schema::hasTable('helpdesk_ticket_time_logs')) {
+            return;
+        }
+
+        if (! Schema::hasColumn('helpdesk_ticket_time_logs', 'logged_at')) {
+            return;
+        }
+
+        Schema::table('helpdesk_ticket_time_logs', function (Blueprint $table): void {
+            $table->dropIndex(['logged_at']);
+            $table->dropColumn('logged_at');
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_22_130000_add_seconds_to_helpdesk_ticket_time_logs_table.php

@@ -0,0 +1,40 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Add seconds precision to helpdesk ticket timer logs.
+     */
+    public function up(): void
+    {
+        if (! Schema::hasTable('helpdesk_ticket_time_logs')) {
+            return;
+        }
+
+        Schema::table('helpdesk_ticket_time_logs', function (Blueprint $table): void {
+            if (! Schema::hasColumn('helpdesk_ticket_time_logs', 'seconds')) {
+                $table->unsignedInteger('seconds')->default(0)->after('minutes');
+            }
+        });
+    }
+
+    /**
+     * Remove seconds precision from helpdesk ticket timer logs.
+     */
+    public function down(): void
+    {
+        if (! Schema::hasTable('helpdesk_ticket_time_logs')) {
+            return;
+        }
+
+        Schema::table('helpdesk_ticket_time_logs', function (Blueprint $table): void {
+            if (Schema::hasColumn('helpdesk_ticket_time_logs', 'seconds')) {
+                $table->dropColumn('seconds');
+            }
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_23_150000_normalise_helpdesk_lookup_colours.php

@@ -0,0 +1,68 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Normalise legacy Flux/Tailwind colour names to the approved Thredary palette.
+     */
+    public function up(): void
+    {
+        foreach ($this->lookupTables() as $table) {
+            if (! Schema::hasTable($table) || ! Schema::hasColumn($table, 'color')) {
+                continue;
+            }
+
+            foreach ($this->colourMap() as $legacy => $approved) {
+                DB::table($table)->where('color', $legacy)->update(['color' => $approved]);
+            }
+        }
+    }
+
+    /**
+     * The migration is intentionally one-way because approved colours are the new baseline.
+     */
+    public function down(): void
+    {
+        // No-op: do not reintroduce legacy colour aliases.
+    }
+
+    /**
+     * @return list<string>
+     */
+    private function lookupTables(): array
+    {
+        return [
+            'helpdesk_statuses',
+            'helpdesk_priorities',
+            'helpdesk_categories',
+            'helpdesk_teams',
+            'helpdesk_projects',
+            'helpdesk_tags',
+        ];
+    }
+
+    /**
+     * @return array<string, string>
+     */
+    private function colourMap(): array
+    {
+        return [
+            'emerald' => 'green',
+            'lime' => 'green',
+            'rose' => 'red',
+            'yellow' => 'amber',
+            'orange' => 'amber',
+            'sky' => 'blue',
+            'cyan' => 'blue',
+            'violet' => 'purple',
+            'slate' => 'gray',
+            'zinc' => 'gray',
+        ];
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_06_24_000100_add_helpdesk_attachment_experience_metadata.php

@@ -0,0 +1,64 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Add optional attachment metadata used by previews, source viewing and audit trails.
+     */
+    public function up(): void
+    {
+        Schema::table('helpdesk_attachments', static function (Blueprint $table): void {
+            if (! Schema::hasColumn('helpdesk_attachments', 'extension')) {
+                $table->string('extension', 32)->nullable()->after('original_name')->index();
+            }
+
+            if (! Schema::hasColumn('helpdesk_attachments', 'category')) {
+                $table->string('category', 32)->nullable()->after('extension')->index();
+            }
+
+            if (! Schema::hasColumn('helpdesk_attachments', 'checksum_sha256')) {
+                $table->string('checksum_sha256', 64)->nullable()->after('size')->index();
+            }
+
+            if (! Schema::hasColumn('helpdesk_attachments', 'download_count')) {
+                $table->unsignedInteger('download_count')->default(0)->after('checksum_sha256');
+            }
+
+            if (! Schema::hasColumn('helpdesk_attachments', 'last_downloaded_at')) {
+                $table->timestamp('last_downloaded_at')->nullable()->after('download_count');
+            }
+
+            if (! Schema::hasColumn('helpdesk_attachments', 'deleted_at')) {
+                $table->timestamp('deleted_at')->nullable()->after('last_downloaded_at')->index();
+            }
+
+            if (! Schema::hasColumn('helpdesk_attachments', 'deleted_by')) {
+                $table->foreignId('deleted_by')->nullable()->after('deleted_at')->constrained('users')->nullOnDelete();
+            }
+        });
+    }
+
+    /**
+     * Remove attachment experience metadata.
+     */
+    public function down(): void
+    {
+        Schema::table('helpdesk_attachments', static function (Blueprint $table): void {
+            if (Schema::hasColumn('helpdesk_attachments', 'deleted_by')) {
+                $table->dropConstrainedForeignId('deleted_by');
+            }
+
+            foreach (['deleted_at', 'last_downloaded_at', 'download_count', 'checksum_sha256', 'category', 'extension'] as $column) {
+                if (Schema::hasColumn('helpdesk_attachments', $column)) {
+                    $table->dropColumn($column);
+                }
+            }
+        });
+    }
+};

Modules/Helpdesk/Database/Migrations/2026_08_11_000006_add_helpdesk_flags_to_users_table.php

@@ -0,0 +1,54 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        if (! Schema::hasTable('users')) {
+            return;
+        }
+
+        $addAgent = ! Schema::hasColumn('users', 'helpdesk_agent');
+        $addAdmin = ! Schema::hasColumn('users', 'helpdesk_admin');
+
+        if (! $addAgent && ! $addAdmin) {
+            return;
+        }
+
+        Schema::table('users', static function (Blueprint $table) use ($addAgent, $addAdmin): void {
+            if ($addAgent) {
+                $table->boolean('helpdesk_agent')->default(false)->after('password');
+            }
+
+            if ($addAdmin) {
+                $table->boolean('helpdesk_admin')->default(false)->after('helpdesk_agent');
+            }
+        });
+    }
+
+    public function down(): void
+    {
+        if (! Schema::hasTable('users')) {
+            return;
+        }
+
+        $drop = array_values(array_filter(
+            ['helpdesk_agent', 'helpdesk_admin'],
+            static fn (string $column): bool => Schema::hasColumn('users', $column),
+        ));
+
+        if ($drop === []) {
+            return;
+        }
+
+        Schema::table('users', static function (Blueprint $table) use ($drop): void {
+            $table->dropColumn($drop);
+        });
+    }
+};

Modules/Helpdesk/Database/Seeders/HelpdeskDatabaseSeeder.php

@@ -0,0 +1,267 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Database\Seeders;
+
+use Illuminate\Database\Seeder;
+use Illuminate\Support\Facades\Schema;
+use Illuminate\Support\Str;
+use Modules\Helpdesk\Models\CannedResponse;
+use Modules\Helpdesk\Models\Category;
+use Modules\Helpdesk\Models\ChecklistTemplate;
+use Modules\Helpdesk\Models\KanbanBoard;
+use Modules\Helpdesk\Models\Priority;
+use Modules\Helpdesk\Models\Product;
+use Modules\Helpdesk\Models\Project;
+use Modules\Helpdesk\Models\SlaPolicy;
+use Modules\Helpdesk\Models\Status;
+use Modules\Helpdesk\Models\Tag;
+use Modules\Helpdesk\Models\Team;
+use Modules\Helpdesk\Models\WorkflowTemplate;
+
+final class HelpdeskDatabaseSeeder extends Seeder
+{
+    /**
+     * Seed the Helpdesk module lookup data and default workflow templates.
+     */
+    public function run(): void
+    {
+        $this->seedStatuses();
+        $this->seedPriorities();
+        $this->seedCategories();
+        $this->seedTeamsAndProjects();
+        $this->seedKanbanBoards();
+        $this->seedWorkflowTemplates();
+        $this->seedRedmineInspiredDefaults();
+    }
+
+    /**
+     * Seed ticket workflow statuses.
+     */
+    private function seedStatuses(): void
+    {
+
+        Status::query()->where('is_default', true)->update(['is_default' => false]);
+
+        foreach ([
+            ['name' => 'New', 'slug' => 'new', 'color' => 'blue', 'sort_order' => 5, 'is_closed' => false, 'is_default' => true],
+            ['name' => 'Open', 'slug' => 'open', 'color' => 'green', 'sort_order' => 10, 'is_closed' => false, 'is_default' => false],
+            ['name' => 'In Progress', 'slug' => 'in-progress', 'color' => 'indigo', 'sort_order' => 20, 'is_closed' => false, 'is_default' => false],
+            ['name' => 'Waiting Customer', 'slug' => 'waiting-customer', 'color' => 'amber', 'sort_order' => 30, 'is_closed' => false, 'is_default' => false],
+            ['name' => 'Waiting Third Party', 'slug' => 'waiting-third-party', 'color' => 'purple', 'sort_order' => 40, 'is_closed' => false, 'is_default' => false],
+            ['name' => 'Resolved', 'slug' => 'resolved', 'color' => 'green', 'sort_order' => 80, 'is_closed' => true, 'is_default' => false],
+            ['name' => 'Closed', 'slug' => 'closed', 'color' => 'gray', 'sort_order' => 90, 'is_closed' => true, 'is_default' => false],
+            ['name' => 'Cancelled', 'slug' => 'cancelled', 'color' => 'red', 'sort_order' => 100, 'is_closed' => true, 'is_default' => false],
+        ] as $row) {
+            Status::query()->updateOrCreate(['slug' => $row['slug']], $row);
+        }
+    }
+
+    /**
+     * Seed ticket priorities.
+     */
+    private function seedPriorities(): void
+    {
+
+        Priority::query()->where('is_default', true)->update(['is_default' => false]);
+        foreach ([
+            ['name' => 'Low', 'slug' => 'low', 'color' => 'gray', 'sort_order' => 10, 'is_default' => false],
+            ['name' => 'Normal', 'slug' => 'normal', 'color' => 'blue', 'sort_order' => 20, 'is_default' => true],
+            ['name' => 'High', 'slug' => 'high', 'color' => 'amber', 'sort_order' => 30, 'is_default' => false],
+            ['name' => 'Urgent', 'slug' => 'urgent', 'color' => 'red', 'sort_order' => 40, 'is_default' => false],
+            ['name' => 'Critical', 'slug' => 'critical', 'color' => 'red', 'sort_order' => 50, 'is_default' => false],
+        ] as $row) {
+            Priority::query()->updateOrCreate(['slug' => $row['slug']], $row);
+        }
+    }
+
+    /**
+     * Seed ticket categories.
+     */
+    private function seedCategories(): void
+    {
+        Category::query()
+            ->where('is_default', true)
+            ->update(['is_default' => false]);
+        foreach ([
+            ['name' => 'Development', 'color' => 'indigo', 'description' => 'Software changes, enhancements and development work.', 'is_default' => true],
+            ['name' => 'Systems Deployment', 'color' => 'blue', 'description' => 'Deployment, release, infrastructure and environment requests.', 'is_default' => false],
+            ['name' => 'Concepts', 'color' => 'purple', 'description' => 'Ideas, concepts, design discussion and future improvements.', 'is_default' => false],
+            ['name' => 'Bug', 'color' => 'red', 'description' => 'Defects, regressions and incorrect behaviour.', 'is_default' => false],
+        ] as $row) {
+            Category::query()->updateOrCreate(
+                ['slug' => Str::slug($row['name'])],
+                $row + ['slug' => Str::slug($row['name'])],
+            );
+        }
+    }
+
+    /**
+     * Seed the default support team and a default project.
+     */
+    private function seedTeamsAndProjects(): void
+    {
+
+        Team::query()
+            ->where('is_default', true)
+            ->update(['is_default' => false]);
+
+        Project::query()
+            ->where('is_default', true)
+            ->update(['is_default' => false]);
+
+        $team = Team::query()->updateOrCreate(
+            ['slug' => 'support'],
+            [
+                'name' => 'Support',
+                'slug' => 'support',
+                'color' => 'blue',
+                'description' => 'Default support team for triage, ownership and ticket routing.',
+                'is_default' => true,
+            ],
+        );
+
+        Project::query()->updateOrCreate(
+            ['slug' => 'support-desk'],
+            [
+                'team_id' => $team->id,
+                'title' => 'Support Desk',
+                'slug' => 'support-desk',
+                'color' => 'indigo',
+                'description' => 'Default project for operational helpdesk tickets.',
+                'is_default' => true,
+            ],
+        );
+    }
+
+    /**
+     * Seed the default configurable Kanban board.
+     */
+    private function seedKanbanBoards(): void
+    {
+        KanbanBoard::query()->where('is_default', true)->update(['is_default' => false]);
+
+        $board = KanbanBoard::query()->updateOrCreate(
+            ['slug' => 'standard-support'],
+            [
+                'name' => 'Standard Support',
+                'slug' => 'standard-support',
+                'description' => 'Default Helpdesk workflow board covering new work through closure.',
+                'is_default' => true,
+                'sort_order' => 1,
+            ],
+        );
+
+        $statuses = Status::query()
+            ->whereIn('slug', ['new', 'open', 'in-progress', 'stalled', 'on-hold', 'closed'])
+            ->orderBy('sort_order')
+            ->get();
+
+        $sync = [];
+
+        foreach ($statuses as $index => $status) {
+            $sync[$status->id] = ['sort_order' => ($index + 1) * 10];
+        }
+
+        $board->statuses()->syncWithoutDetaching($sync);
+    }
+
+    /**
+     * Seed default professional workflow email templates.
+     */
+    private function seedWorkflowTemplates(): void
+    {
+        foreach ([
+            ['name' => 'Ticket raised requester notice', 'event' => 'ticket.created', 'subject' => 'Ticket {{ ticket.reference }} has been raised', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been raised successfully.</p><p><strong>Subject:</strong> {{ ticket.subject }}</p><p><strong>Priority:</strong> {{ ticket.priority }}</p>', 'to_role' => 'requester'],
+            ['name' => 'Ticket updated requester notice', 'event' => 'ticket.updated', 'subject' => 'Ticket {{ ticket.reference }} has been updated', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been updated.</p><p><strong>Status:</strong> {{ ticket.status }}</p><p><strong>Priority:</strong> {{ ticket.priority }}</p>', 'to_role' => 'requester'],
+            ['name' => 'Ticket response requester notice', 'event' => 'ticket.commented', 'subject' => 'New response on ticket {{ ticket.reference }}', 'html_body' => '<p>Hello {{ requester.name }},</p><p>A new response has been added to <strong>{{ ticket.reference }}</strong>.</p><p><strong>Subject:</strong> {{ ticket.subject }}</p>', 'to_role' => 'requester'],
+            ['name' => 'Ticket closed requester notice', 'event' => 'ticket.closed', 'subject' => 'Ticket {{ ticket.reference }} has been closed', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been closed.</p><p>Thank you for using the support desk.</p>', 'to_role' => 'requester'],
+        ] as $template) {
+            WorkflowTemplate::query()->updateOrCreate(
+                ['name' => $template['name'], 'event' => $template['event']],
+                $template + ['text_body' => null, 'cc' => null, 'bcc' => null, 'is_active' => true],
+            );
+        }
+    }
+
+    /**
+     * Seed RedmineUP-inspired professional helpdesk defaults.
+     */
+    private function seedRedmineInspiredDefaults(): void
+    {
+        $medium = Priority::query()->where('slug', 'medium')->first();
+        $bug = Category::query()->where('slug', 'bug')->first();
+
+        SlaPolicy::query()->updateOrCreate(
+            ['slug' => 'standard-support-sla'],
+            [
+                'priority_id' => $medium?->id,
+                'category_id' => null,
+                'name' => 'Standard Support SLA',
+                'slug' => 'standard-support-sla',
+                'first_response_minutes' => 240,
+                'resolution_minutes' => 2880,
+                'business_hours_only' => false,
+                'is_default' => true,
+                'is_active' => true,
+            ],
+        );
+
+        CannedResponse::query()->updateOrCreate(
+            ['slug' => 'professional-acknowledgement'],
+            [
+                'category_id' => null,
+                'team_id' => null,
+                'name' => 'Professional acknowledgement',
+                'slug' => 'professional-acknowledgement',
+                'visibility' => 'agents',
+                'subject' => null,
+                'body' => '<p>Hello {{ requester.name }},</p><p>Thank you for the update on {{ ticket.reference }}. I am reviewing this now and will come back with the next action shortly.</p><p>Regards,<br>{{ agent.name }}</p>',
+                'is_active' => true,
+                'sort_order' => 10,
+            ],
+        );
+
+        ChecklistTemplate::query()->updateOrCreate(
+            ['slug' => 'bug-triage-checklist'],
+            [
+                'category_id' => $bug?->id,
+                'project_id' => null,
+                'name' => 'Bug triage checklist',
+                'slug' => 'bug-triage-checklist',
+                'items' => ['Confirm reproduction steps', 'Check recent deployment/build', 'Identify affected account', 'Record fix or workaround'],
+                'is_active' => true,
+            ],
+        );
+
+        foreach ([
+            ['name' => 'Escalated', 'slug' => 'escalated', 'color' => 'red'],
+            ['name' => 'Waiting on customer', 'slug' => 'waiting-on-customer', 'color' => 'amber'],
+        ] as $tag) {
+            Tag::query()->updateOrCreate(
+                ['slug' => $tag['slug']],
+                $tag + [],
+            );
+        }
+
+        if (Schema::hasColumn('helpdesk_tags', 'is_default')) {
+            Tag::query()
+                ->where('is_default', true)
+                ->update(['is_default' => false]);
+        }
+
+        Product::query()->updateOrCreate(
+            ['slug' => 'thredary'],
+            [
+                'name' => 'Thredary',
+                'slug' => 'thredary',
+                'type' => 'service',
+                'version' => null,
+                'release_channel' => 'core',
+                'description' => 'Default service record for Thredary platform support tickets.',
+                'is_active' => true,
+            ],
+        );
+    }
+}

Modules/Helpdesk/Documentation/Helpdesk_GitHub_Gitea_Integration_Guide.md

@@ -0,0 +1,225 @@
+# Helpdesk Git Integration Guide
+
+## Gitea & GitHub Integration, Ticket Linking, Development Workflow, and Deployment Standards
+
+Version: 1.0
+Module: Helpdesk
+Platform: Thredary Core
+Last Updated: June 2026
+
+## Overview
+
+The Helpdesk Git Integration allows tickets to be linked directly to commits, branches, pull requests, merges, repository activity, and deployments.
+
+### Ticket Reference Format
+
+```text
+HD-YYYY-NNNNN
+```
+
+Example:
+
+```text
+HD-2026-00012
+```
+
+## Automatic Linking Rules
+
+The integration searches for ticket references in:
+
+- Commit messages
+- Branch names
+- Pull request titles
+- Merge commits
+
+### Example Commit
+
+```text
+HD-2026-00012 Fix ticket-level Git commit display
+```
+
+### Example Branch
+
+```text
+bugfix/HD-2026-00012-fix-ticket-display
+```
+
+## GitFlow Branch Standards
+
+### Feature
+
+```text
+feature/HD-2026-00012-add-sla-dashboard
+```
+
+### Bugfix
+
+```text
+bugfix/HD-2026-00012-fix-ticket-display
+```
+
+### Hotfix
+
+```text
+hotfix/HD-2026-00012-production-fix
+```
+
+## Commit Standards
+
+Always place the ticket reference first.
+
+```text
+HD-2026-00012 Fix ticket-level Git commit display
+```
+
+## GitHub Setup
+
+### Repository
+
+```bash
+git init
+git remote add origin https://github.com/account/repository.git
+git remote -v
+```
+
+### Webhook
+
+Settings → Webhooks → Add Webhook
+
+Webhook URL:
+
+```text
+https://your-domain/helpdesk/git/github/webhook
+```
+
+Events:
+
+- Push
+- Pull Request
+- Pull Request Review
+- Release
+
+## Gitea Setup
+
+### Repository
+
+```bash
+git init
+git remote add origin http://git.vm:3000/Admin/Thredary-Core.git
+git remote -v
+```
+
+### Webhook
+
+Settings → Webhooks → Add Webhook
+
+Webhook URL:
+
+```text
+https://your-domain/helpdesk/git/gitea/webhook
+```
+
+Events:
+
+- Push
+- Pull Request
+- Merge
+- Tags
+
+## Standard Workflow
+
+### Create Ticket
+
+```text
+HD-2026-00012
+```
+
+### Create Branch
+
+```bash
+git checkout develop
+git checkout -b bugfix/HD-2026-00012-fix-ticket-display
+```
+
+### Test
+
+```bash
+composer test
+```
+
+### Commit
+
+```bash
+git add .
+git commit -m "HD-2026-00012 Fix ticket-level Git commit display"
+```
+
+### Push
+
+```bash
+git push origin bugfix/HD-2026-00012-fix-ticket-display
+```
+
+### Pull Request
+
+```text
+HD-2026-00012 Fix ticket-level Git commit display
+```
+
+## Manual Linking
+
+```php
+Modules\Helpdesk\Models\GitCommit::find(7)->update([
+    'ticket_id' => 18,
+]);
+```
+
+## Troubleshooting
+
+### Verify Commits
+
+```bash
+php artisan tinker
+```
+
+```php
+Modules\Helpdesk\Models\GitCommit::count();
+```
+
+### Ticket Shows No Commits
+
+```php
+Modules\Helpdesk\Models\GitCommit
+    ::where('ticket_id', 18)
+    ->get();
+```
+
+or
+
+```php
+Modules\Helpdesk\Models\GitCommit
+    ::where('message', 'like', '%HD-2026-00012%')
+    ->get();
+```
+
+## Recommended Standard
+
+Every code change should contain:
+
+- Ticket reference in branch name
+- Ticket reference in commit message
+- Ticket reference in PR title
+
+Example:
+
+```text
+Branch:
+bugfix/HD-2026-00012-fix-ticket-display
+
+Commit:
+HD-2026-00012 Fix ticket-level Git commit display
+
+PR:
+HD-2026-00012 Fix ticket-level Git commit display
+```
+

Modules/Helpdesk/Helpers/Helper.php

@@ -0,0 +1,13 @@
+<?php
+
+declare(strict_types=1);
+
+if (! function_exists('helpdesk_module_name')) {
+    /**
+     * Return the Helpdesk module name.
+     */
+    function helpdesk_module_name(): string
+    {
+        return 'Helpdesk';
+    }
+}

Modules/Helpdesk/Http/Controllers/AttachmentDeleteController.php

@@ -0,0 +1,36 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Routing\Controller;
+use Illuminate\Support\Facades\Gate;
+use Illuminate\Support\Facades\Schema;
+use Modules\Helpdesk\Models\Attachment;
+use Modules\Helpdesk\Services\AttachmentService;
+
+final class AttachmentDeleteController extends Controller
+{
+    /**
+     * Soft-delete a Helpdesk attachment after enforcing ticket update access.
+     */
+    public function __invoke(Attachment $attachment, AttachmentService $attachments): RedirectResponse
+    {
+        $ticket = $attachment->ticket;
+        abort_if($ticket === null, 404);
+
+        Gate::authorize('update', $ticket);
+
+        if (Schema::hasColumn('helpdesk_attachments', 'deleted_at')) {
+            $attachments->softDelete($attachment, (int) auth()->id());
+        } else {
+            $attachments->delete($attachment);
+        }
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $ticket)
+            ->with('ticket-attachments-deleted', 'Attachment removed.');
+    }
+}

Modules/Helpdesk/Http/Controllers/AttachmentDownloadController.php

@@ -0,0 +1,201 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use Illuminate\Contracts\Filesystem\FileNotFoundException;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Routing\Controller;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Gate;
+use Illuminate\Support\Facades\Schema;
+use Illuminate\Support\Facades\Storage;
+use Illuminate\View\View;
+use Modules\Helpdesk\Models\Ticket;
+use Symfony\Component\HttpFoundation\StreamedResponse;
+
+final class AttachmentDownloadController extends Controller
+{
+    /**
+     * Download a ticket attachment through Laravel storage instead of a public URL.
+     *
+     * This avoids broken public storage links and keeps ticket authorization enforced.
+     *
+     * @throws FileNotFoundException
+     */
+    public function __invoke(int $attachment): StreamedResponse|RedirectResponse
+    {
+        abort_unless(Schema::hasTable('helpdesk_attachments'), 404);
+
+        $row = DB::table('helpdesk_attachments')->where('id', $attachment)->first();
+
+        abort_if($row === null, 404);
+
+        $ticketId = $row->ticket_id ?? null;
+
+        if ($ticketId !== null) {
+            $ticket = Ticket::query()->findOrFail((int) $ticketId);
+            Gate::authorize('view', $ticket);
+        }
+
+        $disk = (string) ($row->disk ?? 'public');
+        $path = (string) ($row->path ?? $row->file_path ?? $row->stored_path ?? '');
+        $name = (string) ($row->original_name
+            ?? $row->original_filename
+            ?? $row->file_name
+            ?? $row->filename
+            ?? basename($path));
+
+        abort_if($path === '', 404);
+        abort_unless(Storage::disk($disk)->exists($path), 404);
+
+        if (Schema::hasColumn('helpdesk_attachments', 'download_count') && Schema::hasColumn('helpdesk_attachments', 'last_downloaded_at')) {
+            DB::table('helpdesk_attachments')
+                ->where('id', $attachment)
+                ->update([
+                    'download_count' => DB::raw('download_count + 1'),
+                    'last_downloaded_at' => now(),
+                ]);
+        }
+
+        return Storage::disk($disk)->download($path, $name);
+    }
+
+    /**
+     * Preview a safe Helpdesk attachment using this existing controller so optimized
+     * Composer autoload does not need a newly introduced route action class.
+     *
+     * @throws FileNotFoundException
+     */
+    public function preview(int $attachment): View|StreamedResponse|RedirectResponse
+    {
+        abort_unless(Schema::hasTable('helpdesk_attachments'), 404);
+
+        $row = DB::table('helpdesk_attachments')->where('id', $attachment)->first();
+
+        abort_if($row === null, 404);
+
+        $ticketId = $row->ticket_id ?? null;
+
+        if ($ticketId !== null) {
+            $ticket = Ticket::query()->findOrFail((int) $ticketId);
+            Gate::authorize('view', $ticket);
+        }
+
+        $disk = (string) ($row->disk ?? 'public');
+        $path = (string) ($row->path ?? $row->file_path ?? $row->stored_path ?? '');
+        $name = (string) ($row->original_name
+            ?? $row->original_filename
+            ?? $row->file_name
+            ?? $row->filename
+            ?? basename($path));
+        $mimeType = (string) ($row->mime_type ?? 'application/octet-stream');
+        $extension = strtolower((string) (($row->extension ?? null) ?: pathinfo($name, PATHINFO_EXTENSION)));
+
+        abort_if($path === '', 404);
+        abort_unless(Storage::disk($disk)->exists($path), 404);
+
+        if ($this->isSourceExtension($extension)) {
+            $contents = Storage::disk($disk)->get($path);
+
+            return view('helpdesk::attachments.source-preview', [
+                'attachment' => $row,
+                'contents' => is_string($contents) ? $contents : '',
+                'language' => $this->languageForExtension($extension),
+            ]);
+        }
+
+        abort_unless($this->isInlinePreviewable($extension, $mimeType), 404);
+
+        return Storage::disk($disk)->response($path, $name, [
+            'Content-Disposition' => 'inline; filename="'.addslashes($name).'"',
+            'X-Content-Type-Options' => 'nosniff',
+        ]);
+    }
+
+    /**
+     * Soft-delete or remove an attachment using this existing controller class.
+     */
+    public function destroy(int $attachment): RedirectResponse
+    {
+        abort_unless(Schema::hasTable('helpdesk_attachments'), 404);
+
+        $row = DB::table('helpdesk_attachments')->where('id', $attachment)->first();
+
+        abort_if($row === null, 404);
+
+        $ticketId = $row->ticket_id ?? null;
+        abort_if($ticketId === null, 404);
+
+        $ticket = Ticket::query()->findOrFail((int) $ticketId);
+        Gate::authorize('update', $ticket);
+
+        if (Schema::hasColumn('helpdesk_attachments', 'deleted_at')) {
+            DB::table('helpdesk_attachments')
+                ->where('id', $attachment)
+                ->update(array_filter([
+                    'deleted_at' => now(),
+                    'deleted_by' => Schema::hasColumn('helpdesk_attachments', 'deleted_by') ? (int) auth()->id() : null,
+                ], static fn (mixed $value): bool => $value !== null));
+        } else {
+            Storage::disk((string) ($row->disk ?? 'public'))->delete((string) ($row->path ?? ''));
+            DB::table('helpdesk_attachments')->where('id', $attachment)->delete();
+        }
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $ticket)
+            ->with('ticket-attachments-deleted', 'Attachment removed.');
+    }
+
+    /**
+     * Determine whether a file can be safely streamed inline by extension or MIME type.
+     */
+    private function isInlinePreviewable(string $extension, string $mimeType): bool
+    {
+        return in_array($extension, ['png', 'jpg', 'jpeg', 'webp', 'gif', 'pdf'], true)
+            || str_starts_with($mimeType, 'image/')
+            || $mimeType === 'application/pdf';
+    }
+
+    /**
+     * Determine whether a source/configuration file can use the read-only viewer.
+     */
+    private function isSourceExtension(string $extension): bool
+    {
+        return in_array($extension, config('helpdesk.allowed_source_extensions', [
+            'php', 'phtml', 'phps', 'js', 'jsx', 'ts', 'tsx', 'vue', 'css', 'scss', 'sass', 'less',
+            'html', 'htm', 'xml', 'json', 'yaml', 'yml', 'sql', 'sh', 'bash', 'zsh', 'ps1', 'bat', 'cmd',
+            'py', 'rb', 'go', 'rs', 'java', 'kt', 'kts', 'cs', 'cpp', 'c', 'h', 'hpp', 'swift', 'dart',
+            'rpg', 'rpgle', 'cl', 'clle', 'cbl', 'cob', 'copybook', 'inc', 'env', 'ini', 'conf', 'config', 'txt', 'log', 'md',
+        ]), true);
+    }
+
+    /**
+     * Return the source preview language key for display/highlighting.
+     */
+    private function languageForExtension(string $extension): string
+    {
+        return match ($extension) {
+            'php', 'phtml', 'phps' => 'php',
+            'js', 'jsx' => 'javascript',
+            'ts', 'tsx' => 'typescript',
+            'vue' => 'vue',
+            'css', 'scss', 'sass', 'less' => 'css',
+            'html', 'htm' => 'html',
+            'xml' => 'xml',
+            'json' => 'json',
+            'yaml', 'yml' => 'yaml',
+            'sql' => 'sql',
+            'sh', 'bash', 'zsh' => 'shell',
+            'ps1' => 'powershell',
+            'py' => 'python',
+            'java', 'kt', 'kts' => 'java',
+            'c', 'h', 'cpp', 'hpp', 'cs' => 'c-like',
+            'rpg', 'rpgle' => 'rpgle',
+            'cl', 'clle' => 'clle',
+            'cbl', 'cob', 'copybook' => 'cobol',
+            default => 'text',
+        };
+    }
+}

Modules/Helpdesk/Http/Controllers/AttachmentPreviewController.php

@@ -0,0 +1,50 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use Illuminate\Contracts\Filesystem\FileNotFoundException;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Routing\Controller;
+use Illuminate\Support\Facades\Gate;
+use Illuminate\Support\Facades\Storage;
+use Illuminate\View\View;
+use Modules\Helpdesk\Models\Attachment;
+use Symfony\Component\HttpFoundation\StreamedResponse;
+
+final class AttachmentPreviewController extends Controller
+{
+    /**
+     * Preview a safe Helpdesk attachment after enforcing ticket access.
+     *
+     * @throws FileNotFoundException
+     */
+    public function __invoke(Attachment $attachment): View|StreamedResponse|RedirectResponse
+    {
+        $ticket = $attachment->ticket;
+
+        if ($ticket !== null) {
+            Gate::authorize('view', $ticket);
+        }
+
+        abort_unless(Storage::disk($attachment->disk)->exists($attachment->path), 404);
+
+        if ($attachment->isSourceCode()) {
+            $contents = Storage::disk($attachment->disk)->get($attachment->path);
+
+            return view('helpdesk::attachments.source-preview', [
+                'attachment' => $attachment,
+                'contents' => is_string($contents) ? $contents : '',
+                'language' => $attachment->language(),
+            ]);
+        }
+
+        abort_unless($attachment->isPreviewableBinary(), 404);
+
+        return Storage::disk($attachment->disk)->response($attachment->path, $attachment->original_name, [
+            'Content-Disposition' => 'inline; filename="'.addslashes($attachment->original_name).'"',
+            'X-Content-Type-Options' => 'nosniff',
+        ]);
+    }
+}

Modules/Helpdesk/Http/Controllers/GitWebhookController.php

@@ -0,0 +1,355 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Arr;
+use Illuminate\Support\Facades\Log;
+use Illuminate\Support\Str;
+use JsonException;
+use Modules\Helpdesk\Models\GitRepository;
+use Modules\Helpdesk\Services\GitWebhookIngestionService;
+
+final class GitWebhookController
+{
+    /**
+     * Ingest a signed Git provider webhook for a registered Helpdesk repository.
+     */
+    public function __invoke(Request $request, GitRepository $repository, GitWebhookIngestionService $service): JsonResponse
+    {
+        $provider = strtolower((string) ($repository->provider ?: 'git'));
+        $event = $this->eventName($request, $provider);
+        $deliveryId = $this->deliveryId($request, $provider);
+        $rawPayload = $request->getContent();
+
+        if (! $repository->is_active) {
+            $result = ['status' => 'rejected', 'message' => 'Repository is inactive.', 'commit_count' => 0, 'linked_count' => 0, 'ignored_count' => 1];
+            $service->logWebhook($repository, $provider, $deliveryId, $event, $result);
+
+            return response()->json($result, 403);
+        }
+
+        if (! $this->hasValidSignature($request, $repository, $provider, $rawPayload)) {
+            $result = ['status' => 'rejected', 'message' => 'Git webhook signature or token validation failed.', 'commit_count' => 0, 'linked_count' => 0, 'ignored_count' => 1];
+            $service->logWebhook($repository, $provider, $deliveryId, $event, $result);
+
+            return response()->json($result, 403);
+        }
+
+        try {
+            /** @var array<string, mixed> $payload */
+            $payload = json_decode($rawPayload, true, 512, JSON_THROW_ON_ERROR);
+        } catch (JsonException) {
+            $result = ['status' => 'rejected', 'message' => 'Invalid JSON webhook payload.', 'commit_count' => 0, 'linked_count' => 0, 'ignored_count' => 1];
+            $service->logWebhook($repository, $provider, $deliveryId, $event, $result);
+
+            return response()->json($result, 400);
+        }
+
+        $result = $service->ingest($repository, $payload, $provider, $deliveryId, $event);
+
+        return response()->json($result, 202);
+    }
+
+    /**
+     * Ingest the local Gitea webhook URL that does not include a repository id.
+     */
+    public function gitea(Request $request, GitWebhookIngestionService $service): JsonResponse
+    {
+        $provider = 'gitea';
+        $event = $this->eventName($request, $provider);
+        $deliveryId = $this->deliveryId($request, $provider);
+        $rawPayload = $request->getContent();
+
+        try {
+            /** @var array<string, mixed> $payload */
+            $payload = json_decode($rawPayload, true, 512, JSON_THROW_ON_ERROR);
+        } catch (JsonException) {
+            return response()->json([
+                'status' => 'rejected',
+                'message' => 'Invalid JSON webhook payload.',
+                'commit_count' => 0,
+                'linked_count' => 0,
+                'ignored_count' => 1,
+            ], 400);
+        }
+
+        $repository = $this->repositoryForGiteaPayload($payload);
+
+        if (! $repository instanceof GitRepository) {
+            return response()->json([
+                'status' => 'rejected',
+                'message' => 'No active Helpdesk Git repository matched the Gitea webhook payload.',
+                'commit_count' => 0,
+                'linked_count' => 0,
+                'ignored_count' => 1,
+            ], 404);
+        }
+
+        if (! $this->hasValidGiteaSecurity($request, $repository, $provider, $rawPayload)) {
+            $result = ['status' => 'rejected', 'message' => 'Git webhook signature or token validation failed.', 'commit_count' => 0, 'linked_count' => 0, 'ignored_count' => 1];
+            $service->logWebhook($repository, $provider, $deliveryId, $event, $result, $payload);
+
+            return response()->json($result, 403);
+        }
+
+        $result = $service->ingest($repository, $payload, $provider, $deliveryId, $event);
+
+        return response()->json($result, 202);
+    }
+
+    /**
+     * Validate provider-specific webhook signatures or tokens.
+     */
+    private function hasValidSignature(Request $request, GitRepository $repository, string $provider, string $rawPayload): bool
+    {
+        $secret = $this->secretForProvider($repository, $provider);
+
+        if ($secret === '') {
+            return false;
+        }
+
+        return match ($provider) {
+            'github' => $this->hasValidGitHubSignature($request, $secret, $rawPayload),
+            'gitlab' => hash_equals($secret, (string) $request->header('X-Gitlab-Token', '')),
+            'gitea' => $this->hasValidGiteaSignature($request, $secret, $rawPayload),
+            'bitbucket' => $this->hasValidBitbucketSignature($request, $secret, $rawPayload),
+            default => $this->hasValidGenericSignature($request, $secret, $rawPayload),
+        };
+    }
+
+    /**
+     * Resolve the repository webhook secret, with local Gitea env fallback support.
+     */
+    private function secretForProvider(GitRepository $repository, string $provider): string
+    {
+        $secret = trim((string) $repository->webhook_secret);
+
+        if ($secret !== '') {
+            return $secret;
+        }
+
+        return $provider === 'gitea' ? trim((string) config('services.gitea.webhook_secret', '')) : '';
+    }
+
+    /**
+     * Validate GitHub's current SHA-256 signature and legacy SHA-1 signature.
+     */
+    private function hasValidGitHubSignature(Request $request, string $secret, string $rawPayload): bool
+    {
+        $sha256Signature = (string) $request->header('X-Hub-Signature-256', '');
+        $sha1Signature = (string) $request->header('X-Hub-Signature', '');
+
+        return hash_equals('sha256='.hash_hmac('sha256', $rawPayload, $secret), $sha256Signature)
+            || hash_equals('sha1='.hash_hmac('sha1', $rawPayload, $secret), $sha1Signature);
+    }
+
+    /**
+     * Validate Gitea's raw SHA-256 signature and GitHub-compatible HMAC headers.
+     */
+    private function hasValidGiteaSignature(Request $request, string $secret, string $rawPayload): bool
+    {
+        $giteaSignature = (string) $request->header('X-Gitea-Signature', '');
+
+        $sha256 = hash_hmac('sha256', $rawPayload, $secret);
+        $sha1 = hash_hmac('sha1', $rawPayload, $secret);
+
+        return hash_equals($sha256, $giteaSignature)
+            || hash_equals('sha256='.$sha256, $giteaSignature)
+            || hash_equals('sha1='.$sha1, $giteaSignature)
+            || $this->hasValidGitHubSignature($request, $secret, $rawPayload)
+            || $this->hasValidGenericSignature($request, $secret, $rawPayload);
+    }
+
+    /**
+     * Validate Bitbucket's webhook HMAC signature.
+     */
+    private function hasValidBitbucketSignature(Request $request, string $secret, string $rawPayload): bool
+    {
+        $signature = (string) $request->header('X-Hub-Signature', '');
+
+        return hash_equals('sha256='.hash_hmac('sha256', $rawPayload, $secret), $signature)
+            || hash_equals($secret, (string) $request->header('X-Helpdesk-Token', ''));
+    }
+
+    /**
+     * Validate a generic Git webhook using either a token header or HMAC signature.
+     */
+    private function hasValidGenericSignature(Request $request, string $secret, string $rawPayload): bool
+    {
+        $token = (string) ($request->header('X-Helpdesk-Token') ?: $request->header('X-Gitlab-Token') ?: $request->header('X-Gitea-Token'));
+        $signature = (string) ($request->header('X-Hub-Signature-256') ?: $request->header('X-Hub-Signature'));
+
+        return hash_equals($secret, $token)
+            || hash_equals('sha256='.hash_hmac('sha256', $rawPayload, $secret), $signature)
+            || hash_equals('sha1='.hash_hmac('sha1', $rawPayload, $secret), $signature);
+    }
+
+    /**
+     * Validate Gitea webhook security without allowing an optional Authorization
+     * header mismatch to hide otherwise valid signed push deliveries.
+     */
+    private function hasValidGiteaSecurity(Request $request, GitRepository $repository, string $provider, string $rawPayload): bool
+    {
+        if ($this->hasValidSignature($request, $repository, $provider, $rawPayload)) {
+            return true;
+        }
+
+        return $this->hasValidGiteaAuthorization($request);
+    }
+
+    /**
+     * Validate the optional Authorization header configured for the local Gitea webhook.
+     */
+    private function hasValidGiteaAuthorization(Request $request): bool
+    {
+        $expected = trim((string) config('services.gitea.webhook_authorization', ''));
+
+        if ($expected === '') {
+            return true;
+        }
+
+        $actual = trim((string) $request->header('Authorization', ''));
+
+        return hash_equals($expected, $actual)
+            || hash_equals('Basic '.$expected, $actual)
+            || (Str::startsWith($expected, 'Basic ') && hash_equals($expected, $actual));
+    }
+
+    /**
+     * Match a Gitea webhook payload to the configured Helpdesk repository.
+     *
+     * @param  array<string, mixed>  $payload
+     */
+    private function repositoryForGiteaPayload(array $payload): ?GitRepository
+    {
+        $repositories = GitRepository::query()
+            ->where('is_active', true)
+            ->whereRaw('LOWER(provider) IN (?, ?)', ['gitea', 'git'])
+            ->get();
+
+        if ($repositories->isEmpty()) {
+            Log::warning('Helpdesk Gitea webhook received but no active Gitea/git repository is configured.');
+
+            return null;
+        }
+
+        $payloadValues = array_values(array_filter([
+            Arr::get($payload, 'repository.full_name'),
+            Arr::get($payload, 'repository.name'),
+            Arr::get($payload, 'repository.html_url'),
+            Arr::get($payload, 'repository.clone_url'),
+            Arr::get($payload, 'repository.ssh_url'),
+            Arr::get($payload, 'repository.url'),
+            Arr::get($payload, 'repository.owner.username') && Arr::get($payload, 'repository.name')
+                ? Arr::get($payload, 'repository.owner.username').'/'.Arr::get($payload, 'repository.name')
+                : null,
+        ], static fn (mixed $value): bool => is_scalar($value) && trim((string) $value) !== ''));
+
+        $normalisedPayloadValues = array_values(array_filter(array_map(
+            fn (mixed $value): ?string => $this->normaliseRepositoryIdentity((string) $value),
+            $payloadValues,
+        )));
+
+        foreach ($repositories as $repository) {
+            $repositoryValues = array_filter([
+                $repository->remote_url,
+                $repository->name,
+                Str::of((string) $repository->remote_url)->afterLast(':')->beforeLast('.git')->value(),
+            ], static fn (mixed $value): bool => is_scalar($value) && trim((string) $value) !== '');
+
+            $normalisedRepositoryValues = array_values(array_filter(array_map(
+                fn (mixed $value): ?string => $this->normaliseRepositoryIdentity((string) $value),
+                $repositoryValues,
+            )));
+
+            foreach ($normalisedPayloadValues as $payloadValue) {
+                foreach ($normalisedRepositoryValues as $repositoryValue) {
+                    if ($payloadValue === $repositoryValue
+                        || str_ends_with($repositoryValue, '/'.$payloadValue)
+                        || str_ends_with($payloadValue, '/'.$repositoryValue)) {
+                        return $repository;
+                    }
+                }
+            }
+        }
+
+        if ($repositories->count() === 1) {
+            return $repositories->first();
+        }
+
+        Log::warning('Helpdesk Gitea webhook did not match any configured repository.', [
+            'payload_repository' => Arr::get($payload, 'repository.full_name') ?: Arr::get($payload, 'repository.clone_url') ?: Arr::get($payload, 'repository.html_url'),
+            'configured_repository_count' => $repositories->count(),
+        ]);
+
+        return null;
+    }
+
+    /**
+     * Normalise a repository name or URL so Gitea payloads match local settings reliably.
+     */
+    private function normaliseRepositoryIdentity(string $value): ?string
+    {
+        $value = trim($value);
+
+        if ($value === '') {
+            return null;
+        }
+
+        $value = Str::of($value)
+            ->replace('\\', '/')
+            ->replace('ssh://git@', 'ssh://')
+            ->replace('git@', '')
+            ->replace('.git', '')
+            ->lower()
+            ->value();
+
+        $path = parse_url($value, PHP_URL_PATH);
+
+        if (is_string($path) && trim($path, '/') !== '') {
+            $value = trim($path, '/');
+        } elseif (str_contains($value, ':')) {
+            $value = Str::of($value)->afterLast(':')->trim('/')->value();
+        }
+
+        $segments = array_values(array_filter(explode('/', trim($value, '/'))));
+
+        if ($segments === []) {
+            return null;
+        }
+
+        return implode('/', array_slice($segments, -2));
+    }
+
+    /**
+     * Read the event name from provider-specific headers.
+     */
+    private function eventName(Request $request, string $provider): ?string
+    {
+        return match ($provider) {
+            'github' => $request->header('X-GitHub-Event'),
+            'gitlab' => $request->header('X-Gitlab-Event'),
+            'gitea' => $request->header('X-Gitea-Event') ?: $request->header('X-Gitea-Event-Type') ?: $request->header('X-GitHub-Event'),
+            'bitbucket' => $request->header('X-Event-Key'),
+            default => $request->header('X-Helpdesk-Event') ?: $request->header('X-GitHub-Event') ?: $request->header('X-Gitlab-Event') ?: 'push',
+        };
+    }
+
+    /**
+     * Read the provider delivery/request id used for idempotent audit tracing.
+     */
+    private function deliveryId(Request $request, string $provider): ?string
+    {
+        return match ($provider) {
+            'github' => $request->header('X-GitHub-Delivery'),
+            'gitlab' => $request->header('X-Gitlab-Event-UUID') ?: $request->header('X-Request-Id'),
+            'gitea' => $request->header('X-Gitea-Delivery') ?: $request->header('X-GitHub-Delivery') ?: $request->header('X-Request-Id'),
+            'bitbucket' => $request->header('X-Request-UUID') ?: $request->header('X-Request-Id'),
+            default => $request->header('X-Helpdesk-Delivery') ?: $request->header('X-GitHub-Delivery') ?: $request->header('X-Request-Id'),
+        };
+    }
+}

Modules/Helpdesk/Http/Controllers/HelpdeskController.php

@@ -0,0 +1,23 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use App\Http\Controllers\Controller;
+use Illuminate\Contracts\View\View;
+use Illuminate\Support\HtmlString;
+
+final class HelpdeskController extends Controller
+{
+    /**
+     * Display the Helpdesk module landing page inside the application shell.
+     */
+    public function __invoke(): View
+    {
+        return view('layouts.app', [
+            'title' => __('Helpdesk'),
+            'slot' => new HtmlString(view('helpdesk::index')->render()),
+        ]);
+    }
+}

Modules/Helpdesk/Http/Controllers/TicketAttachmentStoreController.php

@@ -0,0 +1,74 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use App\Http\Controllers\Controller;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Http\UploadedFile;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\Gate;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Services\AttachmentService;
+
+final class TicketAttachmentStoreController extends Controller
+{
+    /**
+     * Store one or more supporting files directly against an existing ticket.
+     */
+    public function __invoke(Request $request, Ticket $ticket, AttachmentService $attachments): RedirectResponse
+    {
+        Gate::authorize('update', $ticket);
+
+        $request->validate([
+            'attachments' => ['required', 'array', 'min:1'],
+            'attachments.*' => $this->attachmentFileRules(required: true),
+        ]);
+
+        $user = Auth::user();
+        abort_if($user === null, 403);
+
+        $uploadedFiles = $request->file('attachments', []);
+        $uploadedFiles = is_array($uploadedFiles) ? $uploadedFiles : [$uploadedFiles];
+        $uploadedFiles = array_values(array_filter($uploadedFiles, static fn ($file): bool => $file instanceof UploadedFile && $file->isValid()));
+
+        $attachments->storeMany($ticket, $uploadedFiles, (int) $user->id);
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $ticket)
+            ->with('ticket-attachments-added', count($uploadedFiles).' supporting file'.(count($uploadedFiles) === 1 ? '' : 's').' uploaded.');
+    }
+
+    /**
+     * Return Helpdesk attachment validation rules without relying on a newly autoloaded support class.
+     *
+     * @param  bool  $required  Whether at least one uploaded file is required.
+     * @return array<int, string>
+     */
+    private function attachmentFileRules(bool $required = false): array
+    {
+        return array_values(array_filter([
+            $required ? 'required' : null,
+            'file',
+            'max:'.(int) config('helpdesk.max_upload_kb', 10240),
+            'extensions:'.implode(',', $this->allowedAttachmentExtensions()),
+        ]));
+    }
+
+    /**
+     * Return lower-case Helpdesk attachment extensions.
+     *
+     * @return array<int, string>
+     */
+    private function allowedAttachmentExtensions(): array
+    {
+        return collect(config('helpdesk.allowed_extensions', config('helpdesk.allowed_mimes', [])))
+            ->filter(static fn (mixed $extension): bool => is_string($extension) && trim($extension) !== '')
+            ->map(static fn (string $extension): string => strtolower(ltrim(trim($extension), '.')))
+            ->unique()
+            ->values()
+            ->all();
+    }
+}

Modules/Helpdesk/Http/Controllers/TicketBoardController.php

@@ -0,0 +1,105 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use App\Http\Controllers\Controller;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Gate;
+use Illuminate\Validation\Rule;
+use Modules\Helpdesk\Models\KanbanBoard;
+use Modules\Helpdesk\Models\Status;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Services\WorkflowNotificationService;
+
+final class TicketBoardController extends Controller
+{
+    public function __invoke(Request $request, Ticket $ticket, WorkflowNotificationService $workflow): RedirectResponse
+    {
+        Gate::authorize('update', $ticket);
+
+        $validated = $request->validate([
+            'board_id' => ['required', 'integer', Rule::exists('helpdesk_kanban_boards', 'id')],
+            'return_to_board_id' => ['nullable', 'integer', Rule::exists('helpdesk_kanban_boards', 'id')],
+        ]);
+
+        $targetBoardId = (int) $validated['board_id'];
+
+        $targetBoard = KanbanBoard::query()
+            ->with(['statuses' => fn ($query) => $query->orderBy('helpdesk_kanban_board_statuses.sort_order')->orderBy('helpdesk_statuses.sort_order')->orderBy('helpdesk_statuses.name')])
+            ->findOrFail($targetBoardId);
+
+        if ($targetBoard->statuses->isEmpty()) {
+            $this->ensureBoardHasStatuses($targetBoardId);
+            $targetBoard->load(['statuses' => fn ($query) => $query->orderBy('helpdesk_kanban_board_statuses.sort_order')->orderBy('helpdesk_statuses.sort_order')->orderBy('helpdesk_statuses.name')]);
+        }
+
+        $fresh = DB::transaction(function () use ($ticket, $targetBoard): Ticket {
+            $lockedTicket = Ticket::query()
+                ->visibleTo(Auth::user())
+                ->lockForUpdate()
+                ->findOrFail($ticket->id);
+
+            $targetStatus = $targetBoard->statuses->firstWhere('id', (int) $lockedTicket->status_id)
+                ?: $targetBoard->statuses->first();
+
+            if ($targetStatus === null) {
+                $targetStatus = Status::query()->orderBy('sort_order')->orderBy('name')->firstOrFail();
+                $this->addStatusToBoard($targetBoard->id, $targetStatus->id);
+            }
+
+            $updates = [
+                'board_id' => $targetBoard->id,
+                'status_id' => $targetStatus->id,
+                'completed_at' => $targetStatus->is_closed ? now() : null,
+                'last_activity_at' => now(),
+            ];
+
+            if (DB::getSchemaBuilder()->hasColumn('helpdesk_tickets', 'updated_at')) {
+                $updates['updated_at'] = now();
+            }
+
+            $affected = DB::table('helpdesk_tickets')
+                ->where('id', $lockedTicket->id)
+                ->update($updates);
+
+            if ($affected < 1) {
+                throw new \RuntimeException('Ticket board update did not persist.');
+            }
+
+            return Ticket::query()
+                ->with(['status', 'priority', 'category', 'project', 'team', 'product', 'tags', 'checklistItems', 'board'])
+                ->findOrFail($lockedTicket->id);
+        });
+
+        $workflow->dispatch($fresh, 'ticket.updated', Auth::user());
+
+        return redirect()
+            ->route('helpdesk.kanban', ['board_id' => $targetBoardId])
+            ->with('success', 'Ticket '.$fresh->reference.' moved to '.$targetBoard->name.'.');
+    }
+
+    private function ensureBoardHasStatuses(int $boardId): void
+    {
+        Status::query()
+            ->orderBy('sort_order')
+            ->orderBy('name')
+            ->get(['id'])
+            ->values()
+            ->each(function (Status $status, int $index) use ($boardId): void {
+                $this->addStatusToBoard($boardId, (int) $status->id, ($index + 1) * 10);
+            });
+    }
+
+    private function addStatusToBoard(int $boardId, int $statusId, int $sortOrder = 999): void
+    {
+        DB::table('helpdesk_kanban_board_statuses')->updateOrInsert(
+            ['board_id' => $boardId, 'status_id' => $statusId],
+            ['sort_order' => $sortOrder, 'updated_at' => now(), 'created_at' => now()],
+        );
+    }
+}

Modules/Helpdesk/Http/Controllers/TicketCommentDeleteController.php

@@ -0,0 +1,75 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use App\Http\Controllers\Controller;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+use Modules\Helpdesk\Models\Comment;
+use Modules\Helpdesk\Models\Ticket;
+
+final class TicketCommentDeleteController extends Controller
+{
+    /**
+     * Tombstone a ticket response. Only Thredary/platform super administrators may delete responses.
+     */
+    public function __invoke(Request $request, Ticket $ticket, Comment $comment): RedirectResponse
+    {
+        $user = $request->user();
+
+        abort_unless($user !== null && method_exists($user, 'isAdmin') && $user->isAdmin(), 403);
+        abort_unless((int) $comment->ticket_id === (int) $ticket->id, 404);
+
+        DB::transaction(function () use ($comment, $ticket, $user): void {
+            $updates = [];
+
+            if (Schema::hasColumn('helpdesk_comments', 'tombstoned_at')) {
+                $updates['tombstoned_at'] = now();
+            }
+
+            if (Schema::hasColumn('helpdesk_comments', 'deleted_by')) {
+                $updates['deleted_by'] = (int) $user->id;
+            }
+
+            if (Schema::hasColumn('helpdesk_comments', 'delete_reason')) {
+                $updates['delete_reason'] = 'Deleted by Thredary platform administrator.';
+            }
+
+            if (Schema::hasColumn('helpdesk_comments', 'sync_sequence')) {
+                $updates['sync_sequence'] = ((int) ($comment->sync_sequence ?? 0)) + 1;
+            }
+
+            if (Schema::hasColumn('helpdesk_comments', 'sync_hash')) {
+                $updates['sync_hash'] = hash('sha256', implode('|', [
+                    (string) ($comment->guid ?? $comment->id),
+                    'deleted',
+                    now()->toISOString(),
+                ]));
+            }
+
+            if (Schema::hasColumn('helpdesk_comments', 'updated_at')) {
+                $updates['updated_at'] = now();
+            }
+
+            if ($updates !== []) {
+                DB::table('helpdesk_comments')
+                    ->where('id', $comment->id)
+                    ->update($updates);
+            } else {
+                $comment->delete();
+            }
+
+            if (Schema::hasColumn('helpdesk_tickets', 'last_activity_at')) {
+                $ticket->forceFill(['last_activity_at' => now()])->save();
+            }
+        });
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $ticket)
+            ->with('ticket-comment-deleted', 'Response deleted.');
+    }
+}

Modules/Helpdesk/Http/Controllers/TicketCommentStoreController.php

@@ -0,0 +1,192 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use App\Http\Controllers\Controller;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Http\UploadedFile;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\Gate;
+use Illuminate\Validation\Rule;
+use Modules\Helpdesk\Models\CannedResponse;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Services\CannedResponseRenderer;
+use Modules\Helpdesk\Services\TicketService;
+
+final class TicketCommentStoreController extends Controller
+{
+    /**
+     * Store a ticket conversation comment or nested reply using a normal HTTP POST.
+     *
+     * This keeps the conversation workflow reliable when rich-editor, Flux, or
+     * Livewire JavaScript event handling does not invoke the Livewire method.
+     */
+    public function __invoke(Request $request, Ticket $ticket, TicketService $tickets, CannedResponseRenderer $renderer): RedirectResponse
+    {
+        Gate::authorize('comment', $ticket);
+
+        $validated = $request->validate([
+            'subject' => ['nullable', 'string', 'max:180'],
+            'commentBody' => ['nullable', 'string'],
+            'internal' => ['nullable', 'boolean'],
+            'parent_id' => [
+                'nullable',
+                'integer',
+                Rule::exists('helpdesk_comments', 'id')->where('ticket_id', $ticket->id),
+            ],
+            'canned_response_id' => ['nullable', 'integer', Rule::exists('helpdesk_canned_responses', 'id')],
+            'attachments' => ['nullable', 'array'],
+            'attachments.*' => $this->attachmentFileRules(),
+        ]);
+
+        $user = Auth::user();
+        abort_if($user === null, 403);
+
+        $body = trim((string) ($validated['commentBody'] ?? ''));
+        $subject = trim((string) ($validated['subject'] ?? ''));
+
+        if (filled($validated['canned_response_id'] ?? null)) {
+            $response = CannedResponse::query()
+                ->where('is_active', true)
+                ->findOrFail((int) $validated['canned_response_id']);
+
+            if ($body === '') {
+                $body = trim($renderer->render($response->body, $ticket, $user));
+            }
+
+            if ($subject === '') {
+                $subject = (string) $response->name;
+            }
+        }
+
+        $body = $this->normaliseHtmlBody($body);
+        $subject = $this->normaliseSubject($subject, $body, filled($validated['parent_id'] ?? null));
+
+        validator(['commentBody' => $body], [
+            'commentBody' => ['required', 'string', 'min:2'],
+        ])->validate();
+
+        $uploadedFiles = $request->file('attachments', []);
+        $uploadedFiles = is_array($uploadedFiles) ? $uploadedFiles : [$uploadedFiles];
+        $uploadedFiles = array_values(array_filter($uploadedFiles, static fn ($file): bool => $file instanceof UploadedFile && $file->isValid()));
+
+        $tickets->comment(
+            ticket: $ticket,
+            user: $user,
+            body: $body,
+            internal: (bool) ($validated['internal'] ?? false) && $this->userCanCreateInternalNote($user),
+            files: $uploadedFiles,
+            parentId: filled($validated['parent_id'] ?? null) ? (int) $validated['parent_id'] : null,
+            subject: $subject,
+        );
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $ticket)
+            ->with('ticket-comment-added', filled($validated['parent_id'] ?? null) ? 'Reply posted.' : 'Comment posted.');
+    }
+
+    /**
+     * Derive a user-friendly Lotus Notes style response subject.
+     */
+    private function normaliseSubject(string $subject, string $body, bool $isReply): string
+    {
+        $subject = trim(strip_tags(html_entity_decode($subject, ENT_QUOTES | ENT_HTML5, 'UTF-8')));
+
+        if ($subject !== '') {
+            return Str::limit($subject, 180, '');
+        }
+
+        $plain = trim(preg_replace('/\s+/', ' ', strip_tags(html_entity_decode($body, ENT_QUOTES | ENT_HTML5, 'UTF-8'))) ?: '');
+
+        if ($plain === '') {
+            return $isReply ? 'RE: Response' : 'Response';
+        }
+
+        return ($isReply ? 'RE: ' : '').Str::limit($plain, 120, '');
+    }
+
+    /**
+     * Keep supported formatting tags but strip scripts and unsafe inline handlers.
+     */
+    private function normaliseHtmlBody(string $body): string
+    {
+        $body = trim($body);
+
+        for ($i = 0; $i < 5; $i++) {
+            if (! str_contains($body, '&lt;') && ! str_contains($body, '&gt;') && ! str_contains($body, '&amp;lt;')) {
+                break;
+            }
+
+            $decoded = html_entity_decode($body, ENT_QUOTES | ENT_HTML5, 'UTF-8');
+
+            if ($decoded === $body) {
+                break;
+            }
+
+            $body = $decoded;
+        }
+
+        $body = preg_replace('/<\s*(script|style)[^>]*>.*?<\s*\/\s*\1\s*>/is', '', $body) ?: '';
+        $body = preg_replace('/\s+on[a-z]+\s*=\s*("[^"]*"|\'[^\']*\'|[^\s>]+)/i', '', $body) ?: '';
+        $body = preg_replace('/javascript\s*:/i', '', $body) ?: '';
+        $body = trim(strip_tags($body, '<p><br><strong><b><em><i><u><ul><ol><li><blockquote><pre><code><a>'));
+
+        if ($body === '') {
+            return '';
+        }
+
+        if ($body === strip_tags($body)) {
+            return collect(preg_split('/\R{2,}/', $body) ?: [])
+                ->map(static fn (string $paragraph): string => trim($paragraph))
+                ->filter(static fn (string $paragraph): bool => $paragraph !== '')
+                ->map(static fn (string $paragraph): string => '<p>'.nl2br(e($paragraph), false).'</p>')
+                ->implode('');
+        }
+
+        return $body;
+    }
+
+    /** Internal notes are restricted to Thredary administrators and helpdesk agents. */
+    private function userCanCreateInternalNote(mixed $user): bool
+    {
+        if ($user === null) {
+            return false;
+        }
+
+        return (method_exists($user, 'isAdmin') && $user->isAdmin()) || (bool) ($user->helpdesk_agent ?? false);
+    }
+
+    /**
+     * Return Helpdesk attachment validation rules without relying on a newly autoloaded support class.
+     *
+     * @param  bool  $required  Whether at least one uploaded file is required.
+     * @return array<int, string>
+     */
+    private function attachmentFileRules(bool $required = false): array
+    {
+        return array_values(array_filter([
+            $required ? 'required' : null,
+            'file',
+            'max:'.(int) config('helpdesk.max_upload_kb', 10240),
+            'extensions:'.implode(',', $this->allowedAttachmentExtensions()),
+        ]));
+    }
+
+    /**
+     * Return lower-case Helpdesk attachment extensions.
+     *
+     * @return array<int, string>
+     */
+    private function allowedAttachmentExtensions(): array
+    {
+        return collect(config('helpdesk.allowed_extensions', config('helpdesk.allowed_mimes', [])))
+            ->filter(static fn (mixed $extension): bool => is_string($extension) && trim($extension) !== '')
+            ->map(static fn (string $extension): string => strtolower(ltrim(trim($extension), '.')))
+            ->unique()
+            ->values()
+            ->all();
+    }
+}

Modules/Helpdesk/Http/Controllers/TicketControlsController.php

@@ -0,0 +1,247 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use App\Http\Controllers\Controller;
+use App\Models\User;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Gate;
+use Illuminate\Support\Facades\Schema;
+use Illuminate\Validation\Rule;
+use Modules\Helpdesk\Models\Status;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Services\SlaService;
+use Modules\Helpdesk\Services\TicketService;
+use Modules\Helpdesk\Services\WorkflowNotificationService;
+
+final class TicketControlsController extends Controller
+{
+    /**
+     * Persist the assigned agent from the ticket detail controls.
+     */
+    public function updateAgent(Request $request, Ticket $ticket, WorkflowNotificationService $workflow): RedirectResponse
+    {
+        $this->hydrateUserRelations($ticket);
+
+        Gate::authorize('update', $ticket);
+
+        $validated = $request->validate([
+            'agent_id' => [
+                'nullable',
+                'integer',
+                Rule::exists('users', 'id')->where(function ($query): void {}),
+            ],
+        ]);
+
+        $agentId = $this->nullableInt($validated['agent_id'] ?? null);
+
+        $this->updateTicket($ticket, [
+            'agent_id' => $agentId,
+            'last_activity_at' => now(),
+        ]);
+
+        $fresh = $this->freshTicketForAction($ticket);
+        $workflow->dispatch($fresh, 'ticket.updated', $this->actor());
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $fresh)
+            ->with('ticket-action-updated', $agentId === null
+                ? 'Ticket is now unassigned.'
+                : 'Ticket assigned to '.($fresh->agent?->name ?? 'selected agent').'.');
+    }
+
+    /**
+     * Persist the selected ticket status from the ticket detail controls.
+     */
+    public function updateStatus(Request $request, Ticket $ticket, WorkflowNotificationService $workflow, SlaService $sla, TicketService $tickets): RedirectResponse
+    {
+        $this->hydrateUserRelations($ticket);
+
+        Gate::authorize('update', $ticket);
+
+        $validated = $request->validate([
+            'status_id' => ['required', 'integer', Rule::exists('helpdesk_statuses', 'id')],
+            'closure_comment' => ['nullable', 'string', 'min:10', 'max:5000'],
+            'closure_internal' => ['nullable', 'boolean'],
+        ]);
+
+        $status = Status::query()->findOrFail((int) $validated['status_id']);
+
+        if ($status->is_closed) {
+            validator($validated, [
+                'closure_comment' => ['required', 'string', 'min:10', 'max:5000'],
+            ], [
+                'closure_comment.required' => 'A closure comment is required before closing the ticket.',
+                'closure_comment.min' => 'The closure comment must explain why the ticket is being closed.',
+            ])->validate();
+        }
+
+        $this->updateTicket($ticket, [
+            'status_id' => $status->id,
+            'completed_at' => $status->is_closed ? now() : null,
+            'last_activity_at' => now(),
+        ]);
+
+        $this->ensureBoardContainsStatus($ticket, (int) $status->id);
+
+        $fresh = $this->freshTicketForAction($ticket);
+        $actor = $this->actor();
+
+        if ($status->is_closed) {
+            $tickets->comment(
+                $fresh,
+                $actor,
+                trim((string) $validated['closure_comment']),
+                (bool) ($validated['closure_internal'] ?? false),
+                [],
+                null,
+                'Closure comment',
+            );
+
+            $fresh = $this->freshTicketForAction($ticket);
+            $sla->recordClosure($fresh);
+        }
+
+        $workflow->dispatch($fresh, $status->is_closed ? 'ticket.closed' : 'ticket.updated', $actor);
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $fresh)
+            ->with('ticket-action-updated', 'Status updated to '.($fresh->status?->name ?? 'selected status').'.');
+    }
+
+    /**
+     * Persist the selected ticket priority from the ticket detail controls.
+     */
+    public function updatePriority(Request $request, Ticket $ticket, WorkflowNotificationService $workflow): RedirectResponse
+    {
+        $this->hydrateUserRelations($ticket);
+
+        Gate::authorize('update', $ticket);
+
+        $validated = $request->validate([
+            'priority_id' => ['required', 'integer', Rule::exists('helpdesk_priorities', 'id')],
+        ]);
+
+        $this->updateTicket($ticket, [
+            'priority_id' => (int) $validated['priority_id'],
+            'last_activity_at' => now(),
+        ]);
+
+        $fresh = $this->freshTicketForAction($ticket);
+        $workflow->dispatch($fresh, 'ticket.updated', $this->actor());
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $fresh)
+            ->with('ticket-action-updated', 'Priority updated to '.($fresh->priority?->name ?? 'selected priority').'.');
+    }
+
+    /**
+     * Apply a direct guarded ticket update without relying on Livewire hydration.
+     *
+     * @param  array<string, mixed>  $updates
+     */
+    private function updateTicket(Ticket $ticket, array $updates): void
+    {
+        if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
+            $updates['updated_at'] = now();
+        }
+
+        DB::table('helpdesk_tickets')
+            ->where('id', $ticket->id)
+            ->update($updates);
+    }
+
+    /**
+     * Reload the ticket after a control update without issuing separate owner/agent relation queries.
+     */
+    private function freshTicketForAction(Ticket $ticket): Ticket
+    {
+        $fresh = $ticket->fresh([
+            'status',
+            'priority',
+            'category',
+            'project',
+            'team',
+            'product',
+        ]) ?? $ticket;
+
+        $this->hydrateUserRelations($fresh);
+
+        return $fresh;
+    }
+
+    /**
+     * Load requester and assigned agent in one user query and attach all aliases used downstream.
+     */
+    private function hydrateUserRelations(Ticket $ticket): void
+    {
+        $userIds = collect([$ticket->user_id, $ticket->agent_id])
+            ->filter()
+            ->map(static fn (mixed $id): int => (int) $id)
+            ->unique()
+            ->values();
+
+        if ($userIds->isEmpty()) {
+            $ticket->setRelation('user', null);
+            $ticket->setRelation('owner', null);
+            $ticket->setRelation('agent', null);
+
+            return;
+        }
+
+        $users = User::query()
+            ->whereIn('id', $userIds)
+            ->get()
+            ->keyBy('id');
+
+        $owner = $users->get((int) $ticket->user_id);
+        $agent = $ticket->agent_id === null ? null : $users->get((int) $ticket->agent_id);
+
+        $ticket->setRelation('user', $owner);
+        $ticket->setRelation('owner', $owner);
+        $ticket->setRelation('agent', $agent);
+    }
+
+    /**
+     * Keep the active Kanban board usable when a ticket is moved to a status not yet assigned to the board.
+     */
+    private function ensureBoardContainsStatus(Ticket $ticket, int $statusId): void
+    {
+        if ($ticket->board_id === null || ! Schema::hasTable('helpdesk_kanban_board_statuses')) {
+            return;
+        }
+
+        DB::table('helpdesk_kanban_board_statuses')->updateOrInsert(
+            ['board_id' => $ticket->board_id, 'status_id' => $statusId],
+            ['updated_at' => now(), 'created_at' => now()],
+        );
+    }
+
+    /**
+     * Return the authenticated user for workflow rendering.
+     */
+    private function actor(): User
+    {
+        /** @var User $user */
+        $user = Auth::user();
+
+        return $user;
+    }
+
+    /**
+     * Convert form select values to nullable integers.
+     */
+    private function nullableInt(mixed $value): ?int
+    {
+        if ($value === null || $value === '' || $value === '0' || $value === 0) {
+            return null;
+        }
+
+        return (int) $value;
+    }
+}

Modules/Helpdesk/Http/Controllers/TicketStoreController.php

@@ -0,0 +1,90 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use App\Http\Controllers\Controller;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Validation\Rule;
+use Modules\Helpdesk\Services\TicketService;
+
+final class TicketStoreController extends Controller
+{
+    /**
+     * Store a new helpdesk ticket using a normal HTTP form post.
+     *
+     * This avoids the Livewire update endpoint for ticket creation, which prevents
+     * proxy/hash update-route 404s from blocking ticket creation.
+     */
+    public function __invoke(Request $request, TicketService $tickets): RedirectResponse
+    {
+        $validated = $request->validate([
+            'subject' => ['required', 'string', 'max:200'],
+            'body' => ['required', 'string', 'min:10'],
+            'priority_id' => ['required', 'integer', Rule::exists('helpdesk_priorities', 'id')],
+            'category_id' => ['nullable', 'integer', Rule::exists('helpdesk_categories', 'id')],
+            'project_id' => ['nullable', 'integer', Rule::exists('helpdesk_projects', 'id')],
+            'product_id' => ['nullable', 'integer', Rule::exists('helpdesk_products', 'id')],
+            'team_id' => ['nullable', 'integer', Rule::exists('helpdesk_teams', 'id')],
+            'due_at' => ['nullable', 'date'],
+            'attachments' => ['nullable', 'array'],
+            'attachments.*' => $this->attachmentFileRules(),
+        ]);
+
+        $user = Auth::user();
+
+        abort_if($user === null, 403);
+
+        $uploadedFiles = $request->file('attachments', []);
+        $uploadedFiles = is_array($uploadedFiles) ? $uploadedFiles : [$uploadedFiles];
+
+        $ticket = $tickets->create($user, [
+            'subject' => $validated['subject'],
+            'body' => $validated['body'],
+            'priority_id' => $validated['priority_id'],
+            'category_id' => $validated['category_id'] ?? null,
+            'project_id' => $validated['project_id'] ?? null,
+            'product_id' => $validated['product_id'] ?? null,
+            'team_id' => $validated['team_id'] ?? null,
+            'due_at' => $validated['due_at'] ?? null,
+        ], $uploadedFiles);
+
+        return redirect()
+            ->route('helpdesk.tickets.index')
+            ->with('success', 'Ticket '.$ticket->reference.' has been created.');
+    }
+
+    /**
+     * Return Helpdesk attachment validation rules without relying on a newly autoloaded support class.
+     *
+     * @param  bool  $required  Whether at least one uploaded file is required.
+     * @return array<int, string>
+     */
+    private function attachmentFileRules(bool $required = false): array
+    {
+        return array_values(array_filter([
+            $required ? 'required' : null,
+            'file',
+            'max:'.(int) config('helpdesk.max_upload_kb', 10240),
+            'extensions:'.implode(',', $this->allowedAttachmentExtensions()),
+        ]));
+    }
+
+    /**
+     * Return lower-case Helpdesk attachment extensions.
+     *
+     * @return array<int, string>
+     */
+    private function allowedAttachmentExtensions(): array
+    {
+        return collect(config('helpdesk.allowed_extensions', config('helpdesk.allowed_mimes', [])))
+            ->filter(static fn (mixed $extension): bool => is_string($extension) && trim($extension) !== '')
+            ->map(static fn (string $extension): string => strtolower(ltrim(trim($extension), '.')))
+            ->unique()
+            ->values()
+            ->all();
+    }
+}

Modules/Helpdesk/Http/Controllers/TicketTimeLogController.php

@@ -0,0 +1,96 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use Illuminate\Auth\Access\AuthorizationException;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Routing\Controller;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+use Modules\Helpdesk\Models\Ticket;
+
+final class TicketTimeLogController extends Controller
+{
+    /**
+     * Store logged time against the selected helpdesk ticket.
+     *
+     * @throws AuthorizationException
+     */
+    public function store(Request $request, Ticket $ticket): RedirectResponse
+    {
+        if ($request->user()?->cannot('update', $ticket)) {
+            throw new AuthorizationException;
+        }
+
+        $validated = $request->validate([
+            'minutes' => ['required', 'integer', 'min:1', 'max:1440'],
+            'description' => ['nullable', 'string', 'max:1000'],
+        ]);
+
+        $minutes = (int) $validated['minutes'];
+        $description = $validated['description'] ?? null;
+        $loggedAt = now();
+
+        DB::transaction(function () use ($ticket, $request, $minutes, $description, $loggedAt): void {
+            if (Schema::hasColumn($ticket->getTable(), 'time_spent_minutes')) {
+                $ticket->increment('time_spent_minutes', $minutes, [
+                    'last_activity_at' => $loggedAt,
+                ]);
+            } elseif (Schema::hasColumn($ticket->getTable(), 'last_activity_at')) {
+                $ticket->forceFill(['last_activity_at' => $loggedAt])->save();
+            }
+
+            if (Schema::hasTable('helpdesk_time_logs')) {
+                DB::table('helpdesk_time_logs')->insert([
+                    'ticket_id' => $ticket->getKey(),
+                    'user_id' => $request->user()->getKey(),
+                    'minutes' => $minutes,
+                    'description' => $description,
+                    'logged_at' => $loggedAt,
+                    'created_at' => $loggedAt,
+                    'updated_at' => $loggedAt,
+                ]);
+            }
+
+            if (Schema::hasTable('helpdesk_ticket_time_logs')) {
+                $payload = [
+                    'ticket_id' => $ticket->getKey(),
+                    'user_id' => $request->user()->getKey(),
+                    'minutes' => $minutes,
+                    'description' => $description,
+                    'created_at' => $loggedAt,
+                    'updated_at' => $loggedAt,
+                ];
+
+                if (Schema::hasColumn('helpdesk_ticket_time_logs', 'started_at')) {
+                    $payload['started_at'] = $loggedAt->copy()->subMinutes($minutes);
+                }
+
+                if (Schema::hasColumn('helpdesk_ticket_time_logs', 'ended_at')) {
+                    $payload['ended_at'] = $loggedAt;
+                }
+
+                if (Schema::hasColumn('helpdesk_ticket_time_logs', 'logged_at')) {
+                    $payload['logged_at'] = $loggedAt;
+                }
+
+                if (Schema::hasColumn('helpdesk_ticket_time_logs', 'duration_seconds')) {
+                    $payload['duration_seconds'] = $minutes * 60;
+                }
+
+                if (Schema::hasColumn('helpdesk_ticket_time_logs', 'seconds')) {
+                    $payload['seconds'] = $minutes * 60;
+                }
+
+                DB::table('helpdesk_ticket_time_logs')->insert($payload);
+            }
+        });
+
+        return redirect()
+            ->route('helpdesk.tickets.show', $ticket)
+            ->with('ticket-action-updated', 'Time logged successfully.');
+    }
+}

Modules/Helpdesk/Http/Controllers/WorkflowOpenController.php

@@ -0,0 +1,29 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Http\Controllers;
+
+use Illuminate\Http\Response;
+use Modules\Helpdesk\Models\WorkflowLog;
+
+final class WorkflowOpenController
+{
+    public function __invoke(string $token): Response
+    {
+        $log = WorkflowLog::query()->where('tracking_token', $token)->first();
+
+        if ($log) {
+            $log->forceFill([
+                'first_opened_at' => $log->first_opened_at ?? now(),
+                'last_opened_at' => now(),
+                'opened_count' => ((int) $log->opened_count) + 1,
+            ])->save();
+        }
+
+        return response(base64_decode('R0lGODlhAQABAPAAAP///wAAACH5BAAAAAAALAAAAAABAAEAAAICRAEAOw=='), 200, [
+            'Content-Type' => 'image/gif',
+            'Cache-Control' => 'no-store, no-cache, must-revalidate, max-age=0',
+        ]);
+    }
+}

Modules/Helpdesk/Livewire/HelpdeskDashboardWidget.php

@@ -0,0 +1,52 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Livewire;
+
+use Illuminate\Contracts\View\View;
+use Illuminate\Support\Facades\Auth;
+use Livewire\Component;
+use Modules\Helpdesk\Models\GitCommit;
+use Modules\Helpdesk\Models\Ticket;
+
+final class HelpdeskDashboardWidget extends Component
+{
+    public function render(): View
+    {
+        $user = Auth::user();
+        $base = Ticket::query();
+
+        if ($user->helpdesk_admin ?? false) {
+            // no filter
+        } elseif ($user->helpdesk_agent ?? false) {
+            $base->where(function ($q) use ($user) {
+                $q->where('agent_id', $user->id)
+                    ->orWhere('user_id', $user->id);
+            });
+        } else {
+            $base->where('user_id', $user->id);
+        }
+        $totalCount = (clone $base)->count();
+        $openCount = (clone $base)->whereNull('completed_at')->count();
+        $closedCount = (clone $base)->whereNotNull('completed_at')->count();
+        $criticalCount = (clone $base)->whereNull('completed_at')->whereHas('priority', static fn ($q) => $q->whereIn('slug', ['critical', 'urgent', 'high']))->count();
+        $closedPercent = $totalCount > 0 ? (int) round(($closedCount / $totalCount) * 100) : 0;
+        $openPercent = $totalCount > 0 ? (int) round(($openCount / $totalCount) * 100) : 0;
+
+        return view('helpdesk::livewire.dashboard-widget', [
+            'totalCount' => $totalCount,
+            'openCount' => $openCount,
+            'closedCount' => $closedCount,
+            'criticalCount' => $criticalCount,
+            'closedPercent' => $closedPercent,
+            'openPercent' => $openPercent,
+            'recentCommits' => GitCommit::query()->with(['repository', 'ticket'])->latest('committed_at')->limit(6)->get(),
+            'recentTickets' => (clone $base)
+                ->with(['status', 'priority'])
+                ->latest('last_activity_at')
+                ->limit(5)
+                ->get(),
+        ]);
+    }
+}

Modules/Helpdesk/Livewire/KanbanBoard.php

@@ -0,0 +1,294 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Livewire;
+
+use Illuminate\Contracts\View\View;
+use Illuminate\Database\Eloquent\Collection;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\DB;
+use Livewire\Attributes\On;
+use Livewire\Component;
+use Modules\Helpdesk\Models\KanbanBoard as KanbanBoardModel;
+use Modules\Helpdesk\Models\Status;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Services\WorkflowNotificationService;
+
+final class KanbanBoard extends Component
+{
+    public ?int $board_id = null;
+
+    public int $refreshNonce = 0;
+
+    public bool $isMovingTicket = false;
+
+    public function mount(): void
+    {
+        $requestedBoardId = request()->query('board_id');
+
+        if (is_numeric($requestedBoardId)) {
+            $requestedBoardId = (int) $requestedBoardId;
+
+            if (KanbanBoardModel::query()->whereKey($requestedBoardId)->exists()) {
+                $this->board_id = $requestedBoardId;
+
+                return;
+            }
+        }
+
+        $this->board_id = KanbanBoardModel::query()
+            ->where('is_default', true)
+            ->orderBy('sort_order')
+            ->value('id') ?: KanbanBoardModel::query()->orderBy('sort_order')->value('id');
+    }
+
+    /**
+     * Move a ticket to another workflow status on the active board.
+     */
+    public function moveTicket(int|string $ticketId, int|string $statusId, WorkflowNotificationService $workflow): void
+    {
+        if ($this->isMovingTicket) {
+            return;
+        }
+
+        $this->isMovingTicket = true;
+
+        try {
+            $ticket = Ticket::query()->visibleTo(Auth::user())->findOrFail((int) $ticketId);
+            $status = Status::query()->findOrFail((int) $statusId);
+            $board = $this->activeBoard();
+            $oldStatusName = $ticket->status?->name ?? 'previous status';
+
+            $this->authorize('update', $ticket);
+
+            if ($board !== null && ! $board->statuses()->whereKey($status->id)->exists()) {
+                $this->addStatusToBoard($board->id, $status->id);
+            }
+
+            $ticket->forceFill([
+                'board_id' => $board?->id,
+                'status_id' => $status->id,
+                'completed_at' => $status->is_closed ? now() : null,
+                'last_activity_at' => now(),
+            ])->save();
+
+            $freshTicket = $ticket->fresh(['status', 'priority', 'category', 'project', 'team', 'product', 'tags', 'checklistItems', 'board']) ?? $ticket;
+
+            $workflow->dispatch(
+                $freshTicket,
+                $status->is_closed ? 'ticket.closed' : 'ticket.updated',
+                Auth::user(),
+            );
+
+            $message = 'Ticket '.$freshTicket->reference.' moved from '.$oldStatusName.' to '.$status->name.'.';
+            session()->flash('success', $message);
+
+            $this->refreshBoard();
+            $this->dispatch('helpdesk-kanban-moved', ticketId: (int) $freshTicket->id, statusId: (int) $freshTicket->status_id);
+            $this->dispatch('thredary:toast', type: 'success', title: 'Ticket moved', message: $message);
+        } finally {
+            $this->isMovingTicket = false;
+        }
+    }
+
+    /**
+     * Move a ticket from its current board to another board. A ticket can only belong to one board.
+     */
+    public function moveTicketToBoard(int|string $ticketId, int|string|null $boardId, WorkflowNotificationService $workflow): void
+    {
+        $ticket = Ticket::query()->with('board')->visibleTo(Auth::user())->findOrFail((int) $ticketId);
+        $board = KanbanBoardModel::query()->with(['statuses', 'owner:id,name,email'])->findOrFail((int) $boardId);
+        $oldBoardName = $ticket->board?->name ?? 'No board';
+
+        $this->authorize('update', $ticket);
+
+        if (! $board->statuses->contains('id', $ticket->status_id)) {
+            $firstStatus = $board->statuses->first();
+
+            if ($firstStatus !== null) {
+                $ticket->status_id = $firstStatus->id;
+                $ticket->completed_at = $firstStatus->is_closed ? now() : null;
+            } else {
+                $this->addStatusToBoard($board->id, (int) $ticket->status_id);
+            }
+        }
+
+        $ticket->forceFill([
+            'board_id' => $board->id,
+            'last_activity_at' => now(),
+        ])->save();
+
+        $this->board_id = $board->id;
+
+        $fresh = $ticket->fresh(['status', 'priority', 'category', 'project', 'team', 'board']) ?? $ticket;
+        $workflow->dispatch($fresh, 'ticket.updated', Auth::user());
+
+        $message = 'Ticket '.$fresh->reference.' moved from '.$oldBoardName.' to '.$board->name.'.';
+        session()->flash('success', $message);
+
+        $this->refreshBoard();
+        $this->dispatch('helpdesk-kanban-moved', ticketId: (int) $fresh->id, statusId: (int) $fresh->status_id);
+        $this->dispatch('thredary:toast', type: 'success', title: 'Board changed', message: $message);
+    }
+
+    /**
+     * Force the board to fetch fresh database rows after moves or polling.
+     */
+    #[On('helpdesk-kanban-refresh')]
+    public function refreshBoard(): void
+    {
+        $this->refreshNonce++;
+        unset($this->ticketsByStatus);
+    }
+
+    /**
+     * Normalise the board selector value from Livewire/browser select events.
+     */
+    public function updatedBoardId(int|string|null $value): void
+    {
+        $this->board_id = is_numeric($value) ? (int) $value : null;
+        $this->refreshBoard();
+    }
+
+    /**
+     * Switch the visible board without relying on DOM morph side effects.
+     */
+    public function selectBoard(int|string|null $value): void
+    {
+        $this->board_id = is_numeric($value) ? (int) $value : null;
+        $this->refreshBoard();
+    }
+
+    /**
+     * Render the Kanban board.
+     */
+    public function render(): View
+    {
+        $boards = KanbanBoardModel::query()
+            ->with(['statuses', 'owner:id,name,email'])
+            ->orderBy('sort_order')
+            ->orderBy('name')
+            ->get();
+
+        $board = $this->resolveSelectedBoard($boards);
+        $this->board_id = $board?->id;
+
+        if ($board instanceof KanbanBoardModel && $board->statuses->isEmpty()) {
+            $this->ensureBoardHasStatuses($board);
+            $board->load(['statuses', 'owner:id,name,email']);
+
+            $boards = KanbanBoardModel::query()
+                ->with(['statuses', 'owner:id,name,email'])
+                ->orderBy('sort_order')
+                ->orderBy('name')
+                ->get();
+        }
+
+        return view('helpdesk::livewire.kanban-board', [
+            'boards' => $boards,
+            'board' => $board,
+            'statuses' => $board?->statuses ?? collect(),
+            'ticketsByStatus' => $this->ticketsByStatus($board),
+            'refreshNonce' => $this->refreshNonce,
+        ])->layout('helpdesk::layouts.app.sidebar');
+    }
+
+    /**
+     * Get visible tickets grouped by status for the selected board only.
+     *
+     * @return array<int, Collection<int, Ticket>>
+     */
+    private function ticketsByStatus(?KanbanBoardModel $board): array
+    {
+        if ($board === null) {
+            return [];
+        }
+
+        return Ticket::query()
+            ->with(['user:id,name,email', 'owner:id,name,email', 'agent:id,name,email', 'status', 'priority', 'category', 'project', 'team', 'product', 'tags', 'checklistItems', 'board'])
+            ->visibleTo(Auth::user())
+            ->where('board_id', $board->id)
+            ->latest('last_activity_at')
+            ->limit(300)
+            ->get()
+            ->groupBy('status_id')
+            ->all();
+    }
+
+    /**
+     * Resolve the current board from the selected board ID.
+     */
+    private function activeBoard(): ?KanbanBoardModel
+    {
+        if ($this->board_id !== null) {
+            return KanbanBoardModel::query()->find((int) $this->board_id);
+        }
+
+        return KanbanBoardModel::query()
+            ->where('is_default', true)
+            ->orderBy('sort_order')
+            ->first() ?: KanbanBoardModel::query()->orderBy('sort_order')->first();
+    }
+
+    /**
+     * Resolve the selected board from an already-loaded board collection.
+     *
+     * @param  Collection<int, KanbanBoardModel>  $boards
+     */
+    private function resolveSelectedBoard(Collection $boards): ?KanbanBoardModel
+    {
+        if ($boards->isEmpty()) {
+            return null;
+        }
+
+        if ($this->board_id !== null) {
+            $selected = $boards->firstWhere('id', (int) $this->board_id);
+
+            if ($selected instanceof KanbanBoardModel) {
+                return $selected;
+            }
+        }
+
+        $default = $boards->firstWhere('is_default', true);
+
+        return $default instanceof KanbanBoardModel ? $default : $boards->first();
+    }
+
+    /**
+     * Attach a missing status to a board when a move requires it.
+     */
+    private function addStatusToBoard(int $boardId, int $statusId): void
+    {
+        DB::table('helpdesk_kanban_board_statuses')->updateOrInsert(
+            ['board_id' => $boardId, 'status_id' => $statusId],
+            ['sort_order' => 999, 'updated_at' => now(), 'created_at' => now()],
+        );
+    }
+
+    /**
+     * Ensure a board has workflow columns. This keeps newly-created boards usable immediately.
+     */
+    private function ensureBoardHasStatuses(KanbanBoardModel $board): void
+    {
+        if ($board->statuses()->exists()) {
+            return;
+        }
+
+        $statuses = Status::query()
+            ->orderBy('sort_order')
+            ->orderBy('name')
+            ->get(['id']);
+
+        foreach ($statuses as $index => $status) {
+            DB::table('helpdesk_kanban_board_statuses')->updateOrInsert(
+                ['board_id' => $board->id, 'status_id' => $status->id],
+                [
+                    'sort_order' => ($index + 1) * 10,
+                    'created_at' => now(),
+                    'updated_at' => now(),
+                ],
+            );
+        }
+    }
+}

Modules/Helpdesk/Livewire/SettingsManager.php

@@ -0,0 +1,879 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Livewire;
+
+use App\Models\User;
+use Illuminate\Contracts\View\View;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\QueryException;
+use Illuminate\Support\Facades\Schema;
+use Illuminate\Support\Str;
+use Illuminate\Validation\ValidationException;
+use Livewire\Component;
+use Modules\Helpdesk\Models\AutomationRule;
+use Modules\Helpdesk\Models\CannedResponse;
+use Modules\Helpdesk\Models\Category;
+use Modules\Helpdesk\Models\ChecklistTemplate;
+use Modules\Helpdesk\Models\GitRepository;
+use Modules\Helpdesk\Models\KanbanBoard;
+use Modules\Helpdesk\Models\Priority;
+use Modules\Helpdesk\Models\Product;
+use Modules\Helpdesk\Models\Project;
+use Modules\Helpdesk\Models\SlaPolicy;
+use Modules\Helpdesk\Models\Status;
+use Modules\Helpdesk\Models\Tag;
+use Modules\Helpdesk\Models\Team;
+use Modules\Helpdesk\Models\WorkflowTemplate;
+use Modules\Helpdesk\Support\Color;
+
+final class SettingsManager extends Component
+{
+    public string $section = 'statuses';
+
+    /** @var array<string, mixed> */
+    public array $statusForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray', 'sort_order' => 0, 'is_closed' => false, 'is_default' => false];
+
+    /** @var array<string, mixed> */
+    public array $priorityForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray', 'sort_order' => 0, 'is_default' => false];
+
+    /** @var array<string, mixed> */
+    public array $categoryForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'blue', 'description' => '', 'is_default' => false];
+
+    /** @var array<string, mixed> */
+    public array $teamForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'indigo', 'description' => '', 'is_default' => false, 'archived_at' => null];
+
+    /** @var array<string, mixed> */
+    public array $projectForm = ['id' => null, 'team_id' => null, 'title' => '', 'slug' => '', 'color' => 'blue', 'description' => '', 'is_default' => false, 'archived_at' => null];
+
+    /** @var array<string, mixed> */
+    public array $boardForm = ['id' => null, 'name' => '', 'slug' => '', 'description' => '', 'owner_id' => null, 'is_default' => false, 'sort_order' => 0, 'status_ids' => []];
+
+    /** @var array<string, mixed> */
+    public array $repositoryForm = ['id' => null, 'project_id' => null, 'name' => '', 'provider' => 'git', 'remote_url' => '', 'default_branch' => 'main', 'webhook_secret' => ''];
+
+    /** @var array<string, mixed> */
+    public array $cannedForm = ['id' => null, 'category_id' => null, 'team_id' => null, 'name' => '', 'slug' => '', 'visibility' => 'agents', 'subject' => '', 'body' => '', 'is_active' => true, 'sort_order' => 0];
+
+    /** @var array<string, mixed> */
+    public array $slaForm = ['id' => null, 'priority_id' => null, 'category_id' => null, 'name' => '', 'slug' => '', 'first_response_minutes' => 240, 'resolution_minutes' => 2880, 'business_hours_only' => false, 'is_default' => false, 'is_active' => true];
+
+    /** @var array<string, mixed> */
+    public array $automationForm = ['id' => null, 'name' => '', 'slug' => '', 'match_sender' => '', 'match_subject' => '', 'match_mailbox' => '', 'match_category_id' => null, 'set_priority_id' => null, 'set_category_id' => null, 'set_team_id' => null, 'set_project_id' => null, 'set_status_id' => null, 'set_agent_id' => null, 'is_active' => true, 'sort_order' => 0];
+
+    /** @var array<string, mixed> */
+    public array $productForm = ['id' => null, 'name' => '', 'slug' => '', 'type' => 'service', 'version' => '', 'release_channel' => '', 'description' => '', 'is_active' => true];
+
+    /** @var array<string, mixed> */
+    public array $tagForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray'];
+
+    /** @var array<string, mixed> */
+    public array $checklistTemplateForm = ['id' => null, 'category_id' => null, 'project_id' => null, 'name' => '', 'slug' => '', 'items_text' => '', 'is_active' => true];
+
+    /** @var array<string, mixed> */
+    public array $workflowForm = ['id' => null, 'name' => '', 'event' => 'ticket.created', 'subject' => '', 'html_body' => '', 'text_body' => '', 'to_role' => 'requester', 'cc' => '', 'bcc' => '', 'is_active' => true];
+
+    public function mount(): void
+    {
+        $this->section = $this->validSection((string) request()->query('section', $this->section));
+        $this->statusForm += ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray', 'sort_order' => 0, 'is_closed' => false, 'is_default' => false];
+        $this->priorityForm += ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray', 'sort_order' => 0, 'is_default' => false];
+        $this->categoryForm += ['id' => null, 'name' => '', 'slug' => '', 'color' => 'blue', 'description' => '', 'is_default' => false];
+        $this->teamForm += ['id' => null, 'name' => '', 'slug' => '', 'color' => 'indigo', 'description' => '', 'is_default' => false, 'archived_at' => null];
+        $this->projectForm += ['id' => null, 'team_id' => null, 'title' => '', 'slug' => '', 'color' => 'blue', 'description' => '', 'is_default' => false, 'archived_at' => null];
+        $this->boardForm += ['id' => null, 'name' => '', 'slug' => '', 'description' => '', 'owner_id' => null, 'is_default' => false, 'sort_order' => 0, 'status_ids' => []];
+        $this->repositoryForm += ['id' => null, 'project_id' => null, 'name' => '', 'provider' => 'git', 'remote_url' => '', 'default_branch' => 'main', 'webhook_secret' => ''];
+        $this->workflowForm += ['id' => null, 'name' => '', 'event' => 'ticket.created', 'subject' => '', 'html_body' => '', 'text_body' => '', 'to_role' => 'requester', 'cc' => '', 'bcc' => '', 'is_active' => true];
+        $this->cannedForm += ['id' => null, 'category_id' => null, 'team_id' => null, 'name' => '', 'slug' => '', 'visibility' => 'agents', 'subject' => '', 'body' => '', 'is_active' => true, 'sort_order' => 0];
+        $this->slaForm += ['id' => null, 'priority_id' => null, 'category_id' => null, 'name' => '', 'slug' => '', 'first_response_minutes' => 240, 'resolution_minutes' => 2880, 'business_hours_only' => false, 'is_default' => false, 'is_active' => true];
+        $this->automationForm += ['id' => null, 'name' => '', 'slug' => '', 'match_sender' => '', 'match_subject' => '', 'match_mailbox' => '', 'match_category_id' => null, 'set_priority_id' => null, 'set_category_id' => null, 'set_team_id' => null, 'set_project_id' => null, 'set_status_id' => null, 'set_agent_id' => null, 'is_active' => true, 'sort_order' => 0];
+        $this->productForm += ['id' => null, 'name' => '', 'slug' => '', 'type' => 'service', 'version' => '', 'release_channel' => '', 'description' => '', 'is_active' => true];
+        $this->tagForm += ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray'];
+        $this->checklistTemplateForm += ['id' => null, 'category_id' => null, 'project_id' => null, 'name' => '', 'slug' => '', 'items_text' => '', 'is_active' => true];
+    }
+
+    /**
+     * Keep settings section navigation constrained to known panels.
+     */
+    private function validSection(string $section): string
+    {
+        $allowed = [
+            'statuses',
+            'priorities',
+            'categories',
+            'teams',
+            'projects',
+            'boards',
+            'git',
+            'workflow',
+            'canned',
+            'sla',
+            'automation',
+            'checklists',
+            'tags',
+            'products',
+            'defaults',
+        ];
+
+        return in_array($section, $allowed, true) ? $section : 'statuses';
+    }
+
+    public function saveStatus(): void
+    {
+        $data = $this->validate([
+            'statusForm.name' => ['required', 'string', 'max:80'],
+            'statusForm.slug' => ['nullable', 'string', 'max:100'],
+            'statusForm.color' => ['required', 'string', Color::validationRule()],
+            'statusForm.sort_order' => ['required', 'integer', 'min:0'],
+            'statusForm.is_closed' => ['boolean'],
+            'statusForm.is_default' => ['boolean'],
+        ])['statusForm'];
+
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $data = $this->guardDefaultColumn('helpdesk_statuses', $data);
+
+        if ((bool) ($data['is_default'] ?? false)) {
+            $this->clearOtherDefaults(Status::class, $this->statusForm['id']);
+        }
+
+        $this->persistSettingModel(Status::class, $this->statusForm['id'], $data);
+        $this->resetStatusForm();
+        session()->flash('success', 'Status saved.');
+    }
+
+    public function editStatus(int $id): void
+    {
+        $this->statusForm = Status::query()->findOrFail($id)->only(['id', 'name', 'slug', 'color', 'sort_order', 'is_closed', 'is_default']);
+        $this->statusForm['color'] = Color::normalise($this->statusForm['color'] ?? 'gray');
+        $this->section = 'statuses';
+    }
+
+    public function deleteStatus(int $id): void
+    {
+        Status::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Status deleted.');
+    }
+
+    public function resetStatusForm(): void
+    {
+        $this->statusForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray', 'sort_order' => 0, 'is_closed' => false, 'is_default' => false];
+    }
+
+    public function savePriority(): void
+    {
+        $data = $this->validate([
+            'priorityForm.name' => ['required', 'string', 'max:80'],
+            'priorityForm.slug' => ['nullable', 'string', 'max:100'],
+            'priorityForm.color' => ['required', 'string', Color::validationRule()],
+            'priorityForm.sort_order' => ['required', 'integer', 'min:0'],
+            'priorityForm.is_default' => ['boolean'],
+        ])['priorityForm'];
+
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $data = $this->guardDefaultColumn('helpdesk_priorities', $data);
+
+        if ((bool) ($data['is_default'] ?? false)) {
+            $this->clearOtherDefaults(Priority::class, $this->priorityForm['id']);
+        }
+        $this->persistSettingModel(Priority::class, $this->priorityForm['id'], $data);
+        $this->resetPriorityForm();
+        session()->flash('success', 'Priority saved.');
+    }
+
+    public function editPriority(int $id): void
+    {
+        $this->priorityForm = Priority::query()->findOrFail($id)->only(['id', 'name', 'slug', 'color', 'sort_order', 'is_default']);
+        $this->priorityForm['color'] = Color::normalise($this->priorityForm['color'] ?? 'gray');
+        $this->section = 'priorities';
+    }
+
+    public function deletePriority(int $id): void
+    {
+        Priority::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Priority deleted.');
+    }
+
+    public function resetPriorityForm(): void
+    {
+        $this->priorityForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray', 'sort_order' => 0, 'is_default' => false];
+    }
+
+    public function saveCategory(): void
+    {
+        $this->normalizeNullableFormValues('categoryForm', []);
+
+        $data = $this->validate([
+            'categoryForm.name' => ['required', 'string', 'max:120'],
+            'categoryForm.slug' => ['nullable', 'string', 'max:140'],
+            'categoryForm.color' => ['required', 'string', Color::validationRule()],
+            'categoryForm.description' => ['nullable', 'string'],
+            'categoryForm.is_default' => ['boolean'],
+        ])['categoryForm'];
+
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $data = $this->guardDefaultColumn('helpdesk_categories', $data);
+
+        if ((bool) ($data['is_default'] ?? false)) {
+            $this->clearOtherDefaults(Category::class, $this->categoryForm['id']);
+        }
+        $this->persistSettingModel(Category::class, $this->categoryForm['id'], $data);
+        $this->resetCategoryForm();
+        session()->flash('success', 'Category saved.');
+    }
+
+    public function editCategory(int $id): void
+    {
+        $this->categoryForm = Category::query()->findOrFail($id)->only(['id', 'name', 'slug', 'color', 'description', 'is_default']);
+        $this->categoryForm['color'] = Color::normalise($this->categoryForm['color'] ?? 'blue');
+        $this->section = 'categories';
+    }
+
+    public function deleteCategory(int $id): void
+    {
+        Category::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Category deleted.');
+    }
+
+    public function resetCategoryForm(): void
+    {
+        $this->categoryForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'blue', 'description' => '', 'is_default' => false];
+    }
+
+    public function saveTeam(): void
+    {
+        $this->normalizeNullableFormValues('teamForm', []);
+
+        $data = $this->validate([
+            'teamForm.name' => ['required', 'string', 'max:120'],
+            'teamForm.slug' => ['nullable', 'string', 'max:140'],
+            'teamForm.color' => ['required', 'string', Color::validationRule()],
+            'teamForm.description' => ['nullable', 'string'],
+            'teamForm.is_default' => ['boolean'],
+        ])['teamForm'];
+
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $data = $this->guardDefaultColumn('helpdesk_teams', $data);
+
+        if ((bool) ($data['is_default'] ?? false)) {
+            $this->clearOtherDefaults(Team::class, $this->teamForm['id']);
+        }
+        $this->persistSettingModel(Team::class, $this->teamForm['id'], $data);
+        $this->resetTeamForm();
+        session()->flash('success', 'Team saved.');
+    }
+
+    public function editTeam(int $id): void
+    {
+        $this->teamForm = Team::query()->findOrFail($id)->only(['id', 'name', 'slug', 'color', 'description', 'is_default', 'archived_at']);
+        $this->teamForm['color'] = Color::normalise($this->teamForm['color'] ?? 'indigo');
+        $this->section = 'teams';
+    }
+
+    public function deleteTeam(int $id): void
+    {
+        Team::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Team deleted.');
+    }
+
+    public function resetTeamForm(): void
+    {
+        $this->teamForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'indigo', 'description' => '', 'is_default' => false, 'archived_at' => null];
+    }
+
+    public function saveProject(): void
+    {
+        $this->normalizeNullableFormValues('projectForm', ['team_id']);
+
+        $data = $this->validate([
+            'projectForm.team_id' => ['nullable', 'integer', 'exists:helpdesk_teams,id'],
+            'projectForm.title' => ['required', 'string', 'max:160'],
+            'projectForm.slug' => ['nullable', 'string', 'max:180'],
+            'projectForm.color' => ['required', 'string', Color::validationRule()],
+            'projectForm.description' => ['nullable', 'string'],
+            'projectForm.is_default' => ['boolean'],
+        ])['projectForm'];
+
+        $data['slug'] = $this->slug($data['slug'] ?: $data['title']);
+        $data = $this->guardDefaultColumn('helpdesk_projects', $data);
+
+        if ((bool) ($data['is_default'] ?? false)) {
+            $this->clearOtherDefaults(Project::class, $this->projectForm['id']);
+        }
+        $this->persistSettingModel(Project::class, $this->projectForm['id'], $data);
+        $this->resetProjectForm();
+        session()->flash('success', 'Project saved.');
+    }
+
+    public function editProject(int $id): void
+    {
+        $this->projectForm = Project::query()->findOrFail($id)->only(['id', 'team_id', 'title', 'slug', 'color', 'description', 'is_default', 'archived_at']);
+        $this->projectForm['color'] = Color::normalise($this->projectForm['color'] ?? 'blue');
+        $this->section = 'projects';
+    }
+
+    public function deleteProject(int $id): void
+    {
+        Project::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Project deleted.');
+    }
+
+    public function resetProjectForm(): void
+    {
+        $this->projectForm = ['id' => null, 'team_id' => null, 'title' => '', 'slug' => '', 'color' => 'blue', 'description' => '', 'is_default' => false, 'archived_at' => null];
+    }
+
+    public function saveBoard(): void
+    {
+        $this->normalizeNullableFormValues('boardForm', ['owner_id']);
+
+        $data = $this->validate([
+            'boardForm.name' => ['required', 'string', 'max:160'],
+            'boardForm.slug' => ['nullable', 'string', 'max:180'],
+            'boardForm.description' => ['nullable', 'string'],
+            'boardForm.owner_id' => ['nullable', 'integer', 'exists:users,id'],
+            'boardForm.is_default' => ['boolean'],
+            'boardForm.sort_order' => ['required', 'integer', 'min:0'],
+            'boardForm.status_ids' => ['array'],
+            'boardForm.status_ids.*' => ['integer', 'exists:helpdesk_statuses,id'],
+        ])['boardForm'];
+
+        $statusIds = collect($data['status_ids'] ?? [])->map(static fn ($id): int => (int) $id)->filter()->values();
+        unset($data['status_ids']);
+
+        $data['owner_id'] = blank($data['owner_id'] ?? null) ? null : (int) $data['owner_id'];
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+
+        if ((bool) ($data['is_default'] ?? false)) {
+            $this->clearOtherDefaults(KanbanBoard::class, $this->boardForm['id']);
+        }
+
+        $board = $this->persistSettingModel(KanbanBoard::class, $this->boardForm['id'], $data);
+
+        $sync = [];
+        foreach ($statusIds as $index => $statusId) {
+            $sync[$statusId] = ['sort_order' => ($index + 1) * 10];
+        }
+
+        $board->statuses()->sync($sync);
+        $this->resetBoardForm();
+        $this->section = 'boards';
+        session()->flash('success', 'Kanban board saved.');
+    }
+
+    public function editBoard(int $id): void
+    {
+        $board = KanbanBoard::query()->with('statuses')->findOrFail($id);
+
+        $this->boardForm = [
+            'id' => $board->id,
+            'name' => $board->name,
+            'slug' => $board->slug,
+            'description' => $board->description,
+            'owner_id' => $board->owner_id,
+            'is_default' => $board->is_default,
+            'sort_order' => $board->sort_order,
+            'status_ids' => $board->statuses->pluck('id')->map(static fn ($id): int => (int) $id)->all(),
+        ];
+
+        $this->section = 'boards';
+    }
+
+    public function deleteBoard(int $id): void
+    {
+        KanbanBoard::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Kanban board deleted.');
+    }
+
+    public function resetBoardForm(): void
+    {
+        $this->boardForm = ['id' => null, 'name' => '', 'slug' => '', 'description' => '', 'owner_id' => null, 'is_default' => false, 'sort_order' => 0, 'status_ids' => []];
+    }
+
+    public function saveRepository(): void
+    {
+        $this->normalizeNullableFormValues('repositoryForm', ['project_id', 'webhook_secret']);
+
+        $data = $this->validate([
+            'repositoryForm.project_id' => ['nullable', 'integer', 'exists:helpdesk_projects,id'],
+            'repositoryForm.name' => ['required', 'string', 'max:160'],
+            'repositoryForm.provider' => ['required', 'string', 'max:40'],
+            'repositoryForm.remote_url' => ['required', 'string', 'max:500'],
+            'repositoryForm.default_branch' => ['required', 'string', 'max:120'],
+            'repositoryForm.webhook_secret' => ['nullable', 'string', 'max:120'],
+        ])['repositoryForm'];
+
+        $data['provider'] = strtolower(trim((string) $data['provider']));
+
+        $this->persistSettingModel(GitRepository::class, $this->repositoryForm['id'], $data);
+        $this->resetRepositoryForm();
+        session()->flash('success', 'Git repository saved.');
+    }
+
+    public function editRepository(int $id): void
+    {
+        $this->repositoryForm = GitRepository::query()->findOrFail($id)->only(['id', 'project_id', 'name', 'provider', 'remote_url', 'default_branch', 'webhook_secret']);
+        $this->section = 'git';
+    }
+
+    public function deleteRepository(int $id): void
+    {
+        GitRepository::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Git repository deleted.');
+    }
+
+    public function resetRepositoryForm(): void
+    {
+        $this->repositoryForm = ['id' => null, 'project_id' => null, 'name' => '', 'provider' => 'git', 'remote_url' => '', 'default_branch' => 'main', 'webhook_secret' => ''];
+    }
+
+    public function saveWorkflowTemplate(): void
+    {
+        $this->normalizeNullableFormValues('workflowForm', ['text_body', 'cc', 'bcc']);
+
+        $data = $this->validate([
+            'workflowForm.name' => ['required', 'string', 'max:160'],
+            'workflowForm.event' => ['required', 'string', 'max:80'],
+            'workflowForm.subject' => ['required', 'string', 'max:220'],
+            'workflowForm.html_body' => ['required', 'string'],
+            'workflowForm.text_body' => ['nullable', 'string'],
+            'workflowForm.to_role' => ['required', 'string', 'max:40'],
+            'workflowForm.cc' => ['nullable', 'string', 'max:500'],
+            'workflowForm.bcc' => ['nullable', 'string', 'max:500'],
+            'workflowForm.is_active' => ['boolean'],
+        ])['workflowForm'];
+
+        $this->persistSettingModel(WorkflowTemplate::class, $this->workflowForm['id'], $data);
+        $this->resetWorkflowTemplateForm();
+        session()->flash('success', 'Workflow message saved.');
+    }
+
+    public function editWorkflowTemplate(int $id): void
+    {
+        $this->workflowForm = WorkflowTemplate::query()->findOrFail($id)->only(['id', 'name', 'event', 'subject', 'html_body', 'text_body', 'to_role', 'cc', 'bcc', 'is_active']);
+        $this->section = 'workflow';
+    }
+
+    public function deleteWorkflowTemplate(int $id): void
+    {
+        WorkflowTemplate::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Workflow message deleted.');
+    }
+
+    public function resetWorkflowTemplateForm(): void
+    {
+        $this->workflowForm = ['id' => null, 'name' => '', 'event' => 'ticket.created', 'subject' => '', 'html_body' => '', 'text_body' => '', 'to_role' => 'requester', 'cc' => '', 'bcc' => '', 'is_active' => true];
+    }
+
+    public function saveCannedResponse(): void
+    {
+        $this->normalizeNullableFormValues('cannedForm', ['category_id', 'team_id', 'subject']);
+
+        $data = $this->validate([
+            'cannedForm.category_id' => ['nullable', 'integer', 'exists:helpdesk_categories,id'],
+            'cannedForm.team_id' => ['nullable', 'integer', 'exists:helpdesk_teams,id'],
+            'cannedForm.name' => ['required', 'string', 'max:160'],
+            'cannedForm.slug' => ['nullable', 'string', 'max:180'],
+            'cannedForm.visibility' => ['required', 'string', 'max:40'],
+            'cannedForm.subject' => ['nullable', 'string', 'max:220'],
+            'cannedForm.body' => ['required', 'string'],
+            'cannedForm.is_active' => ['boolean'],
+            'cannedForm.sort_order' => ['required', 'integer', 'min:0'],
+        ])['cannedForm'];
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $this->persistSettingModel(CannedResponse::class, $this->cannedForm['id'], $data);
+        $this->resetCannedResponseForm();
+        session()->flash('success', 'Canned response saved.');
+    }
+
+    public function editCannedResponse(int $id): void
+    {
+        $this->cannedForm = CannedResponse::query()->findOrFail($id)->only(['id', 'category_id', 'team_id', 'name', 'slug', 'visibility', 'subject', 'body', 'is_active', 'sort_order']);
+        $this->section = 'canned';
+    }
+
+    public function deleteCannedResponse(int $id): void
+    {
+        CannedResponse::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Canned response deleted.');
+    }
+
+    public function resetCannedResponseForm(): void
+    {
+        $this->cannedForm = ['id' => null, 'category_id' => null, 'team_id' => null, 'name' => '', 'slug' => '', 'visibility' => 'agents', 'subject' => '', 'body' => '', 'is_active' => true, 'sort_order' => 0];
+    }
+
+    public function saveSlaPolicy(): void
+    {
+        $this->normalizeNullableFormValues('slaForm', ['priority_id', 'category_id']);
+
+        $data = $this->validate([
+            'slaForm.priority_id' => ['nullable', 'integer', 'exists:helpdesk_priorities,id'],
+            'slaForm.category_id' => ['nullable', 'integer', 'exists:helpdesk_categories,id'],
+            'slaForm.name' => ['required', 'string', 'max:160'],
+            'slaForm.slug' => ['nullable', 'string', 'max:180'],
+            'slaForm.first_response_minutes' => ['required', 'integer', 'min:1'],
+            'slaForm.resolution_minutes' => ['required', 'integer', 'min:1'],
+            'slaForm.business_hours_only' => ['boolean'],
+            'slaForm.is_default' => ['boolean'],
+            'slaForm.is_active' => ['boolean'],
+        ])['slaForm'];
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        if ((bool) ($data['is_default'] ?? false)) {
+            $this->clearOtherDefaults(SlaPolicy::class, $this->slaForm['id']);
+        }
+        $this->persistSettingModel(SlaPolicy::class, $this->slaForm['id'], $data);
+        $this->resetSlaPolicyForm();
+        session()->flash('success', 'SLA policy saved.');
+    }
+
+    public function editSlaPolicy(int $id): void
+    {
+        $this->slaForm = SlaPolicy::query()->findOrFail($id)->only(['id', 'priority_id', 'category_id', 'name', 'slug', 'first_response_minutes', 'resolution_minutes', 'business_hours_only', 'is_default', 'is_active']);
+        $this->section = 'sla';
+    }
+
+    public function deleteSlaPolicy(int $id): void
+    {
+        SlaPolicy::query()->findOrFail($id)->delete();
+        session()->flash('success', 'SLA policy deleted.');
+    }
+
+    public function resetSlaPolicyForm(): void
+    {
+        $this->slaForm = ['id' => null, 'priority_id' => null, 'category_id' => null, 'name' => '', 'slug' => '', 'first_response_minutes' => 240, 'resolution_minutes' => 2880, 'business_hours_only' => false, 'is_default' => false, 'is_active' => true];
+    }
+
+    public function saveAutomationRule(): void
+    {
+        $this->normalizeNullableFormValues('automationForm', ['match_sender', 'match_subject', 'match_mailbox', 'match_category_id', 'set_priority_id', 'set_category_id', 'set_team_id', 'set_project_id', 'set_status_id', 'set_agent_id']);
+
+        $data = $this->validate([
+            'automationForm.name' => ['required', 'string', 'max:160'],
+            'automationForm.slug' => ['nullable', 'string', 'max:180'],
+            'automationForm.match_sender' => ['nullable', 'string', 'max:190'],
+            'automationForm.match_subject' => ['nullable', 'string', 'max:220'],
+            'automationForm.match_mailbox' => ['nullable', 'string', 'max:190'],
+            'automationForm.match_category_id' => ['nullable', 'integer', 'exists:helpdesk_categories,id'],
+            'automationForm.set_priority_id' => ['nullable', 'integer', 'exists:helpdesk_priorities,id'],
+            'automationForm.set_category_id' => ['nullable', 'integer', 'exists:helpdesk_categories,id'],
+            'automationForm.set_team_id' => ['nullable', 'integer', 'exists:helpdesk_teams,id'],
+            'automationForm.set_project_id' => ['nullable', 'integer', 'exists:helpdesk_projects,id'],
+            'automationForm.set_status_id' => ['nullable', 'integer', 'exists:helpdesk_statuses,id'],
+            'automationForm.set_agent_id' => ['nullable', 'integer', 'exists:users,id'],
+            'automationForm.is_active' => ['boolean'],
+            'automationForm.sort_order' => ['required', 'integer', 'min:0'],
+        ])['automationForm'];
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $this->persistSettingModel(AutomationRule::class, $this->automationForm['id'], $data);
+        $this->resetAutomationRuleForm();
+        session()->flash('success', 'Automation rule saved.');
+    }
+
+    public function editAutomationRule(int $id): void
+    {
+        $this->automationForm = AutomationRule::query()->findOrFail($id)->only(['id', 'name', 'slug', 'match_sender', 'match_subject', 'match_mailbox', 'match_category_id', 'set_priority_id', 'set_category_id', 'set_team_id', 'set_project_id', 'set_status_id', 'set_agent_id', 'is_active', 'sort_order']);
+        $this->section = 'automation';
+    }
+
+    public function deleteAutomationRule(int $id): void
+    {
+        AutomationRule::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Automation rule deleted.');
+    }
+
+    public function resetAutomationRuleForm(): void
+    {
+        $this->automationForm = ['id' => null, 'name' => '', 'slug' => '', 'match_sender' => '', 'match_subject' => '', 'match_mailbox' => '', 'match_category_id' => null, 'set_priority_id' => null, 'set_category_id' => null, 'set_team_id' => null, 'set_project_id' => null, 'set_status_id' => null, 'set_agent_id' => null, 'is_active' => true, 'sort_order' => 0];
+    }
+
+    public function saveProduct(): void
+    {
+        $this->normalizeNullableFormValues('productForm', ['version', 'release_channel', 'description']);
+
+        $data = $this->validate([
+            'productForm.name' => ['required', 'string', 'max:160'],
+            'productForm.slug' => ['nullable', 'string', 'max:180'],
+            'productForm.type' => ['required', 'string', 'max:60'],
+            'productForm.version' => ['nullable', 'string', 'max:80'],
+            'productForm.release_channel' => ['nullable', 'string', 'max:80'],
+            'productForm.description' => ['nullable', 'string'],
+            'productForm.is_active' => ['boolean'],
+        ])['productForm'];
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $this->persistSettingModel(Product::class, $this->productForm['id'], $data);
+        $this->resetProductForm();
+        session()->flash('success', 'Product/service saved.');
+    }
+
+    public function editProduct(int $id): void
+    {
+        $this->productForm = Product::query()->findOrFail($id)->only(['id', 'name', 'slug', 'type', 'version', 'release_channel', 'description', 'is_active']);
+        $this->section = 'products';
+    }
+
+    public function deleteProduct(int $id): void
+    {
+        Product::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Product/service deleted.');
+    }
+
+    public function resetProductForm(): void
+    {
+        $this->productForm = ['id' => null, 'name' => '', 'slug' => '', 'type' => 'service', 'version' => '', 'release_channel' => '', 'description' => '', 'is_active' => true];
+    }
+
+    public function saveTag(): void
+    {
+        $this->normalizeNullableFormValues('tagForm', []);
+
+        $data = $this->validate([
+            'tagForm.name' => ['required', 'string', 'max:80'],
+            'tagForm.slug' => ['nullable', 'string', 'max:100'],
+            'tagForm.color' => ['required', 'string', Color::validationRule()],
+        ])['tagForm'];
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $this->persistSettingModel(Tag::class, $this->tagForm['id'], $data);
+        $this->resetTagForm();
+        session()->flash('success', 'Tag saved.');
+    }
+
+    public function editTag(int $id): void
+    {
+        $this->tagForm = Tag::query()->findOrFail($id)->only(['id', 'name', 'slug', 'color']);
+        $this->tagForm['color'] = Color::normalise($this->tagForm['color'] ?? 'gray');
+        $this->section = 'tags';
+    }
+
+    public function deleteTag(int $id): void
+    {
+        Tag::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Tag deleted.');
+    }
+
+    public function resetTagForm(): void
+    {
+        $this->tagForm = ['id' => null, 'name' => '', 'slug' => '', 'color' => 'gray'];
+    }
+
+    public function saveChecklistTemplate(): void
+    {
+        $this->normalizeNullableFormValues('checklistTemplateForm', ['category_id', 'project_id']);
+
+        $data = $this->validate([
+            'checklistTemplateForm.category_id' => ['nullable', 'integer', 'exists:helpdesk_categories,id'],
+            'checklistTemplateForm.project_id' => ['nullable', 'integer', 'exists:helpdesk_projects,id'],
+            'checklistTemplateForm.name' => ['required', 'string', 'max:160'],
+            'checklistTemplateForm.slug' => ['nullable', 'string', 'max:180'],
+            'checklistTemplateForm.items_text' => ['required', 'string'],
+            'checklistTemplateForm.is_active' => ['boolean'],
+        ])['checklistTemplateForm'];
+        $itemsText = (string) ($data['items_text'] ?? '');
+        unset($data['items_text']);
+        $data['slug'] = $this->slug($data['slug'] ?: $data['name']);
+        $data['items'] = collect(preg_split('/\r\n|\r|\n/', $itemsText) ?: [])->map(fn ($line): string => trim($line))->filter()->values()->all();
+        $this->persistSettingModel(ChecklistTemplate::class, $this->checklistTemplateForm['id'], $data);
+        $this->resetChecklistTemplateForm();
+        session()->flash('success', 'Checklist template saved.');
+    }
+
+    public function editChecklistTemplate(int $id): void
+    {
+        $template = ChecklistTemplate::query()->findOrFail($id);
+        $this->checklistTemplateForm = $template->only(['id', 'category_id', 'project_id', 'name', 'slug', 'is_active']) + [
+            'items_text' => collect($template->items ?? [])->map(fn ($item): string => is_array($item) ? (string) ($item['title'] ?? '') : (string) $item)->implode("\n"),
+        ];
+        $this->section = 'checklists';
+    }
+
+    public function deleteChecklistTemplate(int $id): void
+    {
+        ChecklistTemplate::query()->findOrFail($id)->delete();
+        session()->flash('success', 'Checklist template deleted.');
+    }
+
+    public function resetChecklistTemplateForm(): void
+    {
+        $this->checklistTemplateForm = ['id' => null, 'category_id' => null, 'project_id' => null, 'name' => '', 'slug' => '', 'items_text' => '', 'is_active' => true];
+    }
+
+    public function render(): View
+    {
+        return view('helpdesk::livewire.settings-manager', [
+            'statuses' => $this->orderedStatuses(),
+            'priorities' => $this->orderedPriorities(),
+            'categories' => $this->orderedCategories(),
+            'teams' => $this->orderedTeams(),
+            'projects' => $this->orderedProjects(),
+            'boardOwners' => User::query()->where(static function ($query): void {
+                $query->where('helpdesk_agent', true)->orWhere('helpdesk_admin', true);
+            })->orderBy('name')->get(['id', 'name', 'email']),
+            'boards' => KanbanBoard::query()->with(['statuses', 'owner:id,name,email'])->withCount('tickets')->orderBy('sort_order')->orderBy('name')->get(),
+            'repositories' => GitRepository::query()->with(['project'])->withCount(['commits', 'webhookLogs'])->orderBy('name')->get(),
+            'workflowTemplates' => WorkflowTemplate::query()->orderBy('event')->orderBy('name')->get(),
+            'cannedResponses' => CannedResponse::query()->with(['category', 'team'])->orderBy('sort_order')->orderBy('name')->get(),
+            'slaPolicies' => SlaPolicy::query()->with(['priority', 'category'])->orderByDesc('is_default')->orderBy('name')->get(),
+            'automationRules' => AutomationRule::query()->orderBy('sort_order')->orderBy('name')->get(),
+            'products' => Product::query()->withCount('tickets')->orderBy('name')->get(),
+            'tags' => Tag::query()->orderBy('name')->get(),
+            'checklistTemplates' => ChecklistTemplate::query()->orderBy('name')->get(),
+            'colourOptions' => Color::options(),
+        ])->layout('helpdesk::layouts.app.sidebar');
+    }
+
+    private function orderedStatuses(): mixed
+    {
+        return Status::query()
+            ->withCount('tickets')
+            ->when($this->hasDefaultColumn('helpdesk_statuses'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('sort_order')
+            ->orderBy('name')
+            ->get();
+    }
+
+    private function orderedPriorities(): mixed
+    {
+        return Priority::query()
+            ->withCount('tickets')
+            ->when($this->hasDefaultColumn('helpdesk_priorities'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('sort_order')
+            ->orderBy('name')
+            ->get();
+    }
+
+    private function orderedCategories(): mixed
+    {
+        return Category::query()
+            ->withCount('tickets')
+            ->when($this->hasDefaultColumn('helpdesk_categories'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('name')
+            ->get();
+    }
+
+    private function orderedTeams(): mixed
+    {
+        return Team::query()
+            ->withCount(['projects', 'tickets'])
+            ->when($this->hasDefaultColumn('helpdesk_teams'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('name')
+            ->get();
+    }
+
+    private function orderedProjects(): mixed
+    {
+        return Project::query()
+            ->with(['team'])
+            ->withCount('tickets')
+            ->when($this->hasDefaultColumn('helpdesk_projects'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('title')
+            ->get();
+    }
+
+    /**
+     * Persist a settings record without inserting a null primary key.
+     *
+     * Eloquent updateOrCreate(['id' => null], ...) merges the null id into the
+     * create payload. PostgreSQL rejects that explicit null for bigserial ids,
+     * which made every new Helpdesk settings CRUD form appear to do nothing.
+     *
+     * @template TModel of \Illuminate\Database\Eloquent\Model
+     *
+     * @param  class-string<TModel>  $modelClass
+     * @param  array<string, mixed>  $data
+     * @return TModel
+     */
+    private function persistSettingModel(string $modelClass, int|string|null $id, array $data): object
+    {
+        unset($data['id']);
+
+        try {
+            if (filled($id)) {
+                /** @var TModel $model */
+                $model = $modelClass::query()->findOrFail((int) $id);
+                $model->fill($data);
+                $model->save();
+
+                return $model;
+            }
+
+            /** @var TModel $model */
+            $model = $modelClass::query()->create($data);
+
+            return $model;
+        } catch (QueryException $exception) {
+            throw ValidationException::withMessages([
+                'settings' => 'The record could not be saved. Check the slug is unique for this section and try again.',
+            ]);
+        }
+    }
+
+    /**
+     * Clear the default flag on every other record without generating invalid null-id SQL.
+     *
+     * @param  class-string<Model>  $modelClass
+     */
+    private function clearOtherDefaults(string $modelClass, int|string|null $currentId): void
+    {
+        $query = $modelClass::query();
+
+        if (filled($currentId)) {
+            $query->whereKeyNot((int) $currentId);
+        }
+
+        $query->update(['is_default' => false]);
+    }
+
+    /**
+     * Convert browser select empty strings into null before Livewire validation.
+     *
+     * Flux/select controls submit optional values as empty strings. Laravel's
+     * nullable integer and exists rules expect a real null, so normalising here
+     * keeps every settings CRUD form usable from the browser.
+     *
+     * @param  array<int, string>  $keys
+     */
+    private function normalizeNullableFormValues(string $formProperty, array $keys): void
+    {
+        foreach ($keys as $key) {
+            if (! array_key_exists($key, $this->{$formProperty})) {
+                continue;
+            }
+
+            if (blank($this->{$formProperty}[$key])) {
+                $this->{$formProperty}[$key] = null;
+            }
+        }
+    }
+
+    private function normalizeNullableScalar(string $property): void
+    {
+        if (blank($this->{$property})) {
+            $this->{$property} = null;
+        }
+    }
+
+    /**
+     * Remove is_default before save when the database has not been migrated yet.
+     *
+     * @param  array<string, mixed>  $data
+     * @return array<string, mixed>
+     */
+    private function guardDefaultColumn(string $table, array $data): array
+    {
+        if (! $this->hasDefaultColumn($table)) {
+            unset($data['is_default']);
+        }
+
+        return $data;
+    }
+
+    private function hasDefaultColumn(string $table): bool
+    {
+        return Schema::hasTable($table) && Schema::hasColumn($table, 'is_default');
+    }
+
+    private function slug(string $value): string
+    {
+        return Str::slug($value);
+    }
+}

Modules/Helpdesk/Livewire/TicketCreate.php

@@ -0,0 +1,299 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Livewire;
+
+use Illuminate\Contracts\View\View;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\Schema;
+use Livewire\Component;
+use Livewire\Features\SupportFileUploads\TemporaryUploadedFile;
+use Livewire\WithFileUploads;
+use Modules\Helpdesk\Models\Category;
+use Modules\Helpdesk\Models\KanbanBoard;
+use Modules\Helpdesk\Models\Priority;
+use Modules\Helpdesk\Models\Product;
+use Modules\Helpdesk\Models\Project;
+use Modules\Helpdesk\Models\Tag;
+use Modules\Helpdesk\Models\Team;
+use Modules\Helpdesk\Services\TicketService;
+
+final class TicketCreate extends Component
+{
+    use WithFileUploads;
+
+    public string $subject = '';
+
+    public string $body = '';
+
+    public ?int $board_id = null;
+
+    public ?int $priority_id = null;
+
+    public ?int $category_id = null;
+
+    public ?int $project_id = null;
+
+    public ?int $product_id = null;
+
+    public ?int $team_id = null;
+
+    public ?string $due_at = null;
+
+    /** @var array<int, int> */
+    public array $tag_ids = [];
+
+    /** @var array<int, TemporaryUploadedFile> */
+    public array $attachments = [];
+
+    public bool $isSaving = false;
+
+    /**
+     * Validation rules are intentionally evaluated only when the user submits
+     * the form, not while rich-text/select widgets are synchronising.
+     *
+     * @return array<string, mixed>
+     */
+    protected function rules(): array
+    {
+        return [
+            'subject' => ['required', 'string', 'max:200'],
+            'body' => ['required', 'string', 'min:10'],
+            'board_id' => ['nullable', 'integer', 'exists:helpdesk_kanban_boards,id'],
+            'priority_id' => ['required', 'integer', 'exists:helpdesk_priorities,id'],
+            'category_id' => ['nullable', 'integer', 'exists:helpdesk_categories,id'],
+            'project_id' => ['nullable', 'integer', 'exists:helpdesk_projects,id'],
+            'product_id' => ['nullable', 'integer', 'exists:helpdesk_products,id'],
+            'team_id' => ['nullable', 'integer', 'exists:helpdesk_teams,id'],
+            'due_at' => ['nullable', 'date'],
+            'tag_ids' => ['array'],
+            'tag_ids.*' => ['integer', 'exists:helpdesk_tags,id'],
+            'attachments' => ['array'],
+            'attachments.*' => $this->attachmentFileRules(),
+        ];
+    }
+
+    /**
+     * Initialise configured Helpdesk defaults for a new ticket.
+     */
+    public function mount(): void
+    {
+        $this->applyDefaults();
+    }
+
+    /**
+     * Store a new helpdesk ticket.
+     */
+    public function save(TicketService $tickets)
+    {
+        if ($this->isSaving) {
+            return null;
+        }
+
+        $this->isSaving = true;
+
+        try {
+            $this->body = trim($this->body);
+
+            $this->validate();
+
+            $ticket = $tickets->create(Auth::user(), [
+                'subject' => $this->subject,
+                'body' => $this->body,
+                'board_id' => $this->board_id,
+                'priority_id' => $this->priority_id,
+                'category_id' => $this->category_id,
+                'project_id' => $this->project_id,
+                'product_id' => $this->product_id,
+                'team_id' => $this->team_id,
+                'due_at' => $this->due_at,
+                'tag_ids' => $this->tag_ids,
+            ], $this->attachments);
+
+            session()->flash('success', 'Ticket '.$ticket->reference.' has been created.');
+
+            return redirect()->to(route('helpdesk.tickets.index'));
+        } finally {
+            $this->isSaving = false;
+        }
+    }
+
+    /**
+     * Clear the create form, including Select2 and Flatpickr browser widgets.
+     */
+    public function clearForm(): void
+    {
+        $this->resetErrorBag();
+        $this->resetValidation();
+
+        $this->subject = '';
+        $this->body = '';
+        $this->tag_ids = [];
+        $this->attachments = [];
+
+        $this->dispatch('helpdesk-form-cleared');
+        $this->dispatch('helpdesk-editor-reset', model: 'body');
+    }
+
+    public function render(): View
+    {
+        return view('helpdesk::livewire.ticket-create', [
+            'boards' => $this->boardOptions(),
+            'priorities' => $this->priorityOptions(),
+            'categories' => $this->categoryOptions(),
+            'teams' => $this->teamOptions(),
+            'projects' => $this->projectOptions(),
+            'products' => Product::query()->where('is_active', true)->orderBy('name')->get(),
+            'tags' => Tag::query()->orderBy('name')->get(),
+        ])->layout('helpdesk::layouts.app.sidebar');
+    }
+
+    /**
+     * Apply default values from Helpdesk lookup configuration.
+     */
+    private function applyDefaults(): void
+    {
+        if (blank($this->board_id) && Schema::hasTable('helpdesk_kanban_boards')) {
+            $this->board_id = KanbanBoard::query()
+                ->where('is_default', true)
+                ->orderBy('sort_order')
+                ->value('id') ?: KanbanBoard::query()->orderBy('sort_order')->value('id');
+        }
+
+        if (blank($this->priority_id) && $this->hasDefaultColumn('helpdesk_priorities')) {
+            $this->priority_id = Priority::query()
+                ->where('is_default', true)
+                ->orderBy('sort_order')
+                ->value('id');
+        }
+
+        if (blank($this->category_id) && $this->hasDefaultColumn('helpdesk_categories')) {
+            $this->category_id = Category::query()
+                ->where('is_default', true)
+                ->orderBy('name')
+                ->value('id');
+        }
+
+        if (blank($this->team_id) && $this->hasDefaultColumn('helpdesk_teams')) {
+            $this->team_id = Team::query()
+                ->where('is_default', true)
+                ->whereNull('archived_at')
+                ->orderBy('name')
+                ->value('id');
+        }
+
+        if (blank($this->project_id) && $this->hasDefaultColumn('helpdesk_projects')) {
+            $this->project_id = Project::query()
+                ->where('is_default', true)
+                ->whereNull('archived_at')
+                ->when($this->team_id, fn ($query) => $query->where(function ($query): void {
+                    $query->where('team_id', $this->team_id)
+                        ->orWhereNull('team_id');
+                }))
+                ->orderByRaw('team_id is null')
+                ->orderBy('title')
+                ->value('id');
+        }
+    }
+
+    /**
+     * Return Kanban board options with the default board listed first.
+     */
+    private function boardOptions(): mixed
+    {
+        return KanbanBoard::query()
+            ->with('owner:id,name,email')
+            ->orderByDesc('is_default')
+            ->orderBy('sort_order')
+            ->orderBy('name')
+            ->get();
+    }
+
+    /**
+     * Return priority options with default records listed first.
+     */
+    private function priorityOptions(): mixed
+    {
+        return Priority::query()
+            ->when($this->hasDefaultColumn('helpdesk_priorities'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('sort_order')
+            ->get();
+    }
+
+    /**
+     * Return category options with default records listed first.
+     */
+    private function categoryOptions(): mixed
+    {
+        return Category::query()
+            ->with('agents:id')
+            ->when($this->hasDefaultColumn('helpdesk_categories'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('name')
+            ->get();
+    }
+
+    /**
+     * Return team options with default records listed first.
+     */
+    private function teamOptions(): mixed
+    {
+        return Team::query()
+            ->whereNull('archived_at')
+            ->when($this->hasDefaultColumn('helpdesk_teams'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('name')
+            ->get();
+    }
+
+    /**
+     * Return project options with default records listed first.
+     */
+    private function projectOptions(): mixed
+    {
+        return Project::query()
+            ->whereNull('archived_at')
+            ->when($this->hasDefaultColumn('helpdesk_projects'), fn ($query) => $query->orderByDesc('is_default'))
+            ->orderBy('title')
+            ->get();
+    }
+
+    /**
+     * Check whether a Helpdesk lookup table has the default flag column.
+     */
+    private function hasDefaultColumn(string $table): bool
+    {
+        return Schema::hasTable($table) && Schema::hasColumn($table, 'is_default');
+    }
+
+    /**
+     * Return Helpdesk attachment validation rules without relying on a newly autoloaded support class.
+     *
+     * Laravel validates source-code attachments by extension because browsers often report
+     * PHP, JavaScript, RPG and other source files as text/plain or octet-stream.
+     *
+     * @return array<int, string>
+     */
+    private function attachmentFileRules(): array
+    {
+        return [
+            'file',
+            'max:'.(int) config('helpdesk.max_upload_kb', 10240),
+            'extensions:'.implode(',', $this->allowedAttachmentExtensions()),
+        ];
+    }
+
+    /**
+     * Return lower-case Helpdesk attachment extensions.
+     *
+     * @return array<int, string>
+     */
+    private function allowedAttachmentExtensions(): array
+    {
+        return collect(config('helpdesk.allowed_extensions', config('helpdesk.allowed_mimes', [])))
+            ->filter(static fn (mixed $extension): bool => is_string($extension) && trim($extension) !== '')
+            ->map(static fn (string $extension): string => strtolower(ltrim(trim($extension), '.')))
+            ->unique()
+            ->values()
+            ->all();
+    }
+}

Modules/Helpdesk/Livewire/TicketEdit.php

@@ -0,0 +1,326 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Livewire;
+
+use App\Models\User;
+use Illuminate\Contracts\View\View;
+use Illuminate\Database\Eloquent\Collection as EloquentCollection;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\Schema;
+use Livewire\Attributes\Validate;
+use Livewire\Component;
+use Livewire\Features\SupportFileUploads\TemporaryUploadedFile;
+use Livewire\WithFileUploads;
+use Modules\Helpdesk\Models\Category;
+use Modules\Helpdesk\Models\KanbanBoard;
+use Modules\Helpdesk\Models\Priority;
+use Modules\Helpdesk\Models\Product;
+use Modules\Helpdesk\Models\Project;
+use Modules\Helpdesk\Models\Status;
+use Modules\Helpdesk\Models\Tag;
+use Modules\Helpdesk\Models\Team;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Services\SlaService;
+use Modules\Helpdesk\Services\WorkflowNotificationService;
+
+final class TicketEdit extends Component
+{
+    use WithFileUploads;
+
+    public Ticket $ticket;
+
+    #[Validate('nullable|integer')]
+    #[Validate('required|string|max:200')]
+    public string $subject = '';
+
+    #[Validate('required|string|min:10')]
+    public string $body = '';
+
+    #[Validate('required|integer|exists:helpdesk_statuses,id')]
+    public ?int $status_id = null;
+
+    #[Validate('nullable|integer|exists:helpdesk_kanban_boards,id')]
+    public ?int $board_id = null;
+
+    #[Validate('required|integer|exists:helpdesk_priorities,id')]
+    public ?int $priority_id = null;
+
+    #[Validate('nullable|integer|exists:helpdesk_categories,id')]
+    public ?int $category_id = null;
+
+    #[Validate('nullable|integer|exists:helpdesk_projects,id')]
+    public ?int $project_id = null;
+
+    #[Validate('nullable|integer|exists:helpdesk_products,id')]
+    public ?int $product_id = null;
+
+    #[Validate('nullable|integer|exists:helpdesk_teams,id')]
+    public ?int $team_id = null;
+
+    #[Validate('nullable|integer|exists:users,id')]
+    public ?int $agent_id = null;
+
+    #[Validate('nullable|date')]
+    public ?string $due_at = null;
+
+    /** @var array<int, int> */
+    #[Validate('array')]
+    public array $tag_ids = [];
+
+    /** @var array<int, TemporaryUploadedFile> */
+    #[Validate('array')]
+    public array $attachments = [];
+
+    /**
+     * Load the editable ticket state, including existing attachments and assignment.
+     */
+    public function mount(Ticket $ticket): void
+    {
+        $this->authorize('update', $ticket);
+
+        $this->ticket = $this->freshTicket($ticket);
+        $this->subject = $this->ticket->subject;
+        $this->body = $this->ticket->body;
+        $this->status_id = $this->ticket->status_id;
+        $this->board_id = $this->ticket->board_id;
+        $this->priority_id = $this->ticket->priority_id;
+        $this->category_id = $this->ticket->category_id;
+        $this->project_id = $this->ticket->project_id;
+        $this->product_id = $this->ticket->product_id;
+        $this->team_id = $this->ticket->team_id;
+        $this->agent_id = $this->ticket->agent_id;
+        $this->due_at = $this->ticket->due_at?->format('Y-m-d');
+        $this->tag_ids = $this->ticket->tags->pluck('id')->map(fn ($id): int => (int) $id)->all();
+    }
+
+    /**
+     * Save ticket edits, assignment and any newly uploaded ticket-level attachments.
+     */
+    public function save(WorkflowNotificationService $workflow, SlaService $sla): mixed
+    {
+        $this->authorize('update', $this->ticket);
+
+        $this->validate();
+        $this->validate([
+            'attachments' => 'array',
+            'attachments.*' => $this->attachmentFileRules(),
+            'tag_ids.*' => 'integer|exists:helpdesk_tags,id',
+        ]);
+
+        $status = Status::query()->findOrFail($this->status_id);
+
+        $this->ticket->forceFill([
+            'subject' => $this->subject,
+            'body' => $this->body,
+            'status_id' => $status->id,
+            'board_id' => $this->board_id,
+            'priority_id' => $this->priority_id,
+            'category_id' => $this->category_id,
+            'project_id' => $this->project_id,
+            'product_id' => $this->product_id,
+            'team_id' => $this->team_id,
+            'agent_id' => $this->agent_id,
+            'due_at' => $this->due_at,
+            'completed_at' => $status->is_closed ? now() : null,
+            'last_activity_at' => now(),
+        ])->save();
+
+        $this->ticket->tags()->sync(array_values(array_unique(array_map('intval', $this->tag_ids))));
+        $this->storeTicketAttachments();
+
+        if ($status->is_closed) {
+            $sla->recordClosure($this->ticket);
+        }
+
+        $fresh = $this->freshTicket($this->ticket);
+        $workflow->dispatch($fresh, $status->is_closed ? 'ticket.closed' : 'ticket.updated', Auth::user());
+
+        session()->flash('success', 'Ticket '.$fresh->reference.' has been updated.');
+
+        return redirect()->route('helpdesk.tickets.show', $fresh);
+    }
+
+    /**
+     * Remove an existing ticket-level attachment from storage and the database.
+     */
+    public function removeAttachment(int $attachmentId): void
+    {
+        $this->authorize('update', $this->ticket);
+
+        $attachment = $this->ticket->attachments()->whereKey($attachmentId)->firstOrFail();
+
+        if (method_exists($attachment, 'deleteFile')) {
+            $attachment->deleteFile();
+        }
+
+        $attachment->delete();
+        $this->ticket = $this->freshTicket($this->ticket);
+    }
+
+    /**
+     * Clear the edit form, including Select2 and Flatpickr browser widgets.
+     */
+    public function clearForm(): void
+    {
+        $this->authorize('update', $this->ticket);
+        $this->resetErrorBag();
+        $this->resetValidation();
+
+        $this->subject = '';
+        $this->body = '';
+        $this->status_id = null;
+        $this->board_id = null;
+        $this->priority_id = null;
+        $this->category_id = null;
+        $this->project_id = null;
+        $this->product_id = null;
+        $this->team_id = null;
+        $this->agent_id = null;
+        $this->due_at = null;
+        $this->tag_ids = [];
+        $this->attachments = [];
+
+        $this->dispatch('helpdesk-form-cleared');
+        $this->dispatch('helpdesk-editor-reset', model: 'body');
+    }
+
+    public function render(): View
+    {
+        return view('helpdesk::livewire.ticket-edit', [
+            'boards' => KanbanBoard::query()->with('owner:id,name,email')->orderByDesc('is_default')->orderBy('sort_order')->orderBy('name')->get(),
+            'statuses' => Status::query()->orderBy('sort_order')->orderBy('name')->get(),
+            'priorities' => Priority::query()->orderBy('sort_order')->orderBy('name')->get(),
+            'categories' => Category::query()->with('agents:id')->orderBy('name')->get(),
+            'teams' => Team::query()->whereNull('archived_at')->orderBy('name')->get(),
+            'projects' => Project::query()->whereNull('archived_at')->orderBy('title')->get(),
+            'products' => Product::query()->where('is_active', true)->orderBy('name')->get(),
+            'tags' => Tag::query()->orderBy('name')->get(),
+            'agents' => $this->agentOptions(),
+        ])->layout('helpdesk::layouts.app.sidebar');
+    }
+
+    /**
+     * Return assignable users for this ticket.
+     *
+     * The dropdown must never be blank just because optional helpdesk_agent/helpdesk_admin
+     * flags are missing or false. Prefer support users, then fall back to all users.
+     *
+     * @return EloquentCollection<int, User>
+     */
+    private function agentOptions(): EloquentCollection
+    {
+        $columns = ['id', 'name', 'email'];
+
+        $query = User::query()->select($columns)->orderBy('name');
+
+        return $query->get();
+    }
+
+    private function freshTicket(Ticket $ticket): Ticket
+    {
+        return $ticket->fresh([
+            'user:id,name,email',
+            'owner:id,name,email',
+            'agent:id,name,email',
+            'status',
+            'priority',
+            'category',
+            'project',
+            'team',
+            'product',
+            'tags',
+            'attachments.user',
+        ]) ?? $ticket;
+    }
+
+    /**
+     * Store ticket-level attachments in a schema-tolerant way.
+     */
+    private function storeTicketAttachments(): void
+    {
+        if ($this->attachments === []) {
+            return;
+        }
+
+        foreach ($this->attachments as $upload) {
+            if (! $upload instanceof TemporaryUploadedFile) {
+                continue;
+            }
+
+            $disk = (string) config('helpdesk.disk', 'local');
+            $path = $upload->store('tickets/'.$this->ticket->id, $disk);
+            $this->ticket->attachments()->create($this->attachmentPayload($upload, $path, $disk));
+        }
+
+        $this->attachments = [];
+        $this->ticket = $this->freshTicket($this->ticket);
+    }
+
+    /**
+     * Build attachment attributes using the columns available in the project migration.
+     *
+     * @return array<string, mixed>
+     */
+    private function attachmentPayload(TemporaryUploadedFile $upload, string $path, string $disk): array
+    {
+        $table = 'helpdesk_attachments';
+        $payload = [];
+        $columns = [
+            'user_id' => Auth::id(),
+            'uploaded_by_id' => Auth::id(),
+            'disk' => $disk,
+            'path' => $path,
+            'file_path' => $path,
+            'filename' => basename($path),
+            'file_name' => basename($path),
+            'original_name' => $upload->getClientOriginalName(),
+            'original_filename' => $upload->getClientOriginalName(),
+            'mime_type' => $upload->getMimeType(),
+            'mime' => $upload->getMimeType(),
+            'size' => $upload->getSize(),
+            'size_bytes' => $upload->getSize(),
+        ];
+
+        foreach ($columns as $column => $value) {
+            if (Schema::hasColumn($table, $column)) {
+                $payload[$column] = $value;
+            }
+        }
+
+        return $payload;
+    }
+
+    /**
+     * Return Helpdesk attachment validation rules without relying on a newly autoloaded support class.
+     *
+     * Laravel validates source-code attachments by extension because browsers often report
+     * PHP, JavaScript, RPG and other source files as text/plain or octet-stream.
+     *
+     * @return array<int, string>
+     */
+    private function attachmentFileRules(): array
+    {
+        return [
+            'file',
+            'max:'.(int) config('helpdesk.max_upload_kb', 10240),
+            'extensions:'.implode(',', $this->allowedAttachmentExtensions()),
+        ];
+    }
+
+    /**
+     * Return lower-case Helpdesk attachment extensions.
+     *
+     * @return array<int, string>
+     */
+    private function allowedAttachmentExtensions(): array
+    {
+        return collect(config('helpdesk.allowed_extensions', config('helpdesk.allowed_mimes', [])))
+            ->filter(static fn (mixed $extension): bool => is_string($extension) && trim($extension) !== '')
+            ->map(static fn (string $extension): string => strtolower(ltrim(trim($extension), '.')))
+            ->unique()
+            ->values()
+            ->all();
+    }
+}

Modules/Helpdesk/Livewire/TicketIndex.php

@@ -0,0 +1,152 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Livewire;
+
+use App\Models\User;
+use Illuminate\Contracts\View\View;
+use Illuminate\Database\Eloquent\Builder;
+use Illuminate\Foundation\Auth\Access\AuthorizesRequests;
+use Illuminate\Pagination\LengthAwarePaginator;
+use Illuminate\Support\Facades\Auth;
+use Livewire\Attributes\Url;
+use Livewire\Component;
+use Livewire\WithPagination;
+use Modules\Helpdesk\Models\Priority;
+use Modules\Helpdesk\Models\Status;
+use Modules\Helpdesk\Models\Ticket;
+
+final class TicketIndex extends Component
+{
+    use AuthorizesRequests;
+    use WithPagination;
+
+    public bool $deleteModalOpen = false;
+
+    public ?int $pendingDeleteTicketId = null;
+
+    public ?string $pendingDeleteTicketReference = null;
+
+    public ?string $pendingDeleteTicketSubject = null;
+
+    #[Url]
+    public string $search = '';
+
+    #[Url]
+    public string $status = '';
+
+    #[Url]
+    public string $priority = '';
+
+    #[Url]
+    public string $scope = 'open';
+
+    public function updated(): void
+    {
+        $this->resetPage();
+    }
+
+    /**
+     * Open the delete confirmation modal for a visible ticket.
+     */
+    public function askToDeleteTicket(int $ticketId): void
+    {
+        $ticket = Ticket::query()
+            ->visibleTo(Auth::user())
+            ->findOrFail($ticketId);
+
+        $this->pendingDeleteTicketId = $ticket->id;
+        $this->pendingDeleteTicketReference = $ticket->reference;
+        $this->pendingDeleteTicketSubject = $ticket->subject;
+        $this->deleteModalOpen = true;
+    }
+
+    public function cancelTicketDelete(): void
+    {
+        $this->resetTicketDeletionState();
+    }
+
+    /**
+     * Delete the confirmed ticket.
+     */
+    public function confirmTicketDelete(): void
+    {
+        if ($this->pendingDeleteTicketId === null) {
+            $this->resetTicketDeletionState();
+
+            return;
+        }
+
+        $ticket = Ticket::query()
+            ->visibleTo(Auth::user())
+            ->findOrFail($this->pendingDeleteTicketId);
+
+        $this->authorize('delete', $ticket);
+
+        $reference = $ticket->reference;
+
+        $ticket->delete();
+
+        $this->resetTicketDeletionState();
+        $this->resetPage();
+
+        $this->dispatch(
+            'thredary:toast',
+            type: 'success',
+            title: 'Ticket deleted',
+            message: "Ticket {$reference} was deleted successfully.",
+        );
+    }
+
+    public function render(): View
+    {
+        return view('helpdesk::livewire.ticket-index', [
+            'tickets' => $this->tickets(),
+            'statuses' => Status::query()->orderBy('sort_order')->get(),
+            'priorities' => Priority::query()->orderBy('sort_order')->get(),
+        ])->layout('helpdesk::layouts.app.sidebar');
+    }
+
+    private function resetTicketDeletionState(): void
+    {
+        $this->deleteModalOpen = false;
+        $this->pendingDeleteTicketId = null;
+        $this->pendingDeleteTicketReference = null;
+        $this->pendingDeleteTicketSubject = null;
+    }
+
+    /**
+     * @return LengthAwarePaginator<int, Ticket>
+     */
+    private function tickets(): LengthAwarePaginator
+    {
+        $user = Auth::user();
+        $search = trim($this->search);
+
+        return Ticket::query()
+            ->select('helpdesk_tickets.*')
+            ->addSelect([
+                'agent_name' => User::query()
+                    ->select('name')
+                    ->whereColumn('users.id', 'helpdesk_tickets.agent_id')
+                    ->limit(1),
+            ])
+            ->with(['status', 'priority', 'category', 'project', 'team'])
+            ->withCount('attachments')
+            ->visibleTo($user)
+            ->when($this->scope === 'open', static fn (Builder $query): Builder => $query->whereNull('completed_at'))
+            ->when($this->scope === 'closed', static fn (Builder $query): Builder => $query->whereNotNull('completed_at'))
+            ->when($this->status !== '', fn (Builder $query): Builder => $query->where('status_id', (int) $this->status))
+            ->when($this->priority !== '', fn (Builder $query): Builder => $query->where('priority_id', (int) $this->priority))
+            ->when($search !== '', static function (Builder $query) use ($search): Builder {
+                return $query->where(static function (Builder $subQuery) use ($search): void {
+                    $subQuery->where('reference', 'like', '%'.$search.'%')
+                        ->orWhere('subject', 'like', '%'.$search.'%')
+                        ->orWhere('body', 'like', '%'.$search.'%');
+                });
+            })
+            ->latest('last_activity_at')
+            ->paginate(15);
+    }
+}

Modules/Helpdesk/Livewire/TicketShow.php

@@ -0,0 +1,766 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Livewire;
+
+use App\Models\User;
+use Carbon\CarbonInterval;
+use Illuminate\Contracts\View\View;
+use Illuminate\Database\Eloquent\Builder;
+use Illuminate\Database\Eloquent\Collection as EloquentCollection;
+use Illuminate\Support\Collection;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+use Illuminate\Support\Str;
+use Illuminate\Validation\Rule;
+use Livewire\Attributes\On;
+use Livewire\Attributes\Validate;
+use Livewire\Component;
+use Livewire\Features\SupportFileUploads\TemporaryUploadedFile;
+use Livewire\WithFileUploads;
+use Modules\Helpdesk\Models\CannedResponse;
+use Modules\Helpdesk\Models\ChecklistItem;
+use Modules\Helpdesk\Models\Comment;
+use Modules\Helpdesk\Models\GitCommit;
+use Modules\Helpdesk\Models\Priority;
+use Modules\Helpdesk\Models\Status;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Services\AttachmentService;
+use Modules\Helpdesk\Services\CannedResponseRenderer;
+use Modules\Helpdesk\Services\ChecklistService;
+use Modules\Helpdesk\Services\SlaService;
+use Modules\Helpdesk\Services\TicketService;
+use Modules\Helpdesk\Services\WorkflowNotificationService;
+
+final class TicketShow extends Component
+{
+    use WithFileUploads;
+
+    public Ticket $ticket;
+
+    #[Validate('required|string|min:2')]
+    public string $commentBody = '';
+
+    public bool $internal = false;
+
+    /** @var array<int, TemporaryUploadedFile> */
+    public array $attachments = [];
+
+    /** @var array<int, TemporaryUploadedFile> */
+    public array $supportingFiles = [];
+
+    public ?int $status_id = null;
+
+    public ?int $priority_id = null;
+
+    public ?int $agent_id = null;
+
+    public string $closureComment = '';
+
+    public bool $closureInternal = false;
+
+    public ?int $reply_parent_id = null;
+
+    public string $replyBody = '';
+
+    public ?int $canned_response_id = null;
+
+    public function mount(Ticket $ticket): void
+    {
+        $this->ticket = $this->freshTicket($ticket);
+        $this->authorize('view', $this->ticket);
+        $this->status_id = $this->ticket->status_id;
+        $this->priority_id = $this->ticket->priority_id;
+        $this->agent_id = $this->ticket->agent_id;
+    }
+
+    public function startReply(int $commentId): void
+    {
+        $this->reply_parent_id = $commentId;
+        $this->replyBody = '';
+    }
+
+    public function cancelReply(): void
+    {
+        $this->reply_parent_id = null;
+        $this->replyBody = '';
+    }
+
+    public function addComment(TicketService $tickets): void
+    {
+        $this->authorize('comment', $this->ticket);
+
+        $this->validate([
+            'commentBody' => ['required', 'string', 'min:2'],
+            'attachments.*' => $this->attachmentFileRules(),
+        ]);
+
+        $tickets->comment($this->ticket, Auth::user(), $this->commentBody, $this->internal, $this->attachments);
+
+        $this->reset(['commentBody', 'internal', 'attachments']);
+        $this->ticket = $this->freshTicket($this->ticket);
+        $this->dispatch('helpdesk-editor-reset', model: 'commentBody');
+        $this->dispatch('helpdesk-comment-added');
+    }
+
+    public function addReply(TicketService $tickets): void
+    {
+        $this->authorize('comment', $this->ticket);
+
+        $this->validate([
+            'reply_parent_id' => ['required', 'integer', 'exists:helpdesk_comments,id'],
+            'replyBody' => ['required', 'string', 'min:2'],
+        ]);
+
+        $tickets->comment($this->ticket, Auth::user(), $this->replyBody, $this->internal, [], $this->reply_parent_id);
+
+        $this->reset(['reply_parent_id', 'replyBody']);
+        $this->ticket = $this->freshTicket($this->ticket);
+        $this->dispatch('helpdesk-editor-reset', model: 'replyBody');
+        $this->dispatch('helpdesk-reply-added');
+    }
+
+    /**
+     * Refresh ticket aggregates and the time-log modal after the timer component starts or stops.
+     */
+    #[On('helpdesk-ticket-time-log-updated')]
+    public function refreshAfterTimeLogUpdate(): void
+    {
+        $this->ticket = $this->freshTicket($this->ticket);
+    }
+
+    public function applyCannedResponse(CannedResponseRenderer $renderer): void
+    {
+        $this->authorize('comment', $this->ticket);
+
+        if ($this->canned_response_id === null) {
+            return;
+        }
+
+        $response = CannedResponse::query()
+            ->where('is_active', true)
+            ->findOrFail($this->canned_response_id);
+
+        $rendered = $renderer->render($response->body, $this->ticket, Auth::user());
+        $this->commentBody = trim($this->commentBody."\n\n".$rendered);
+        $this->dispatch('helpdesk-canned-response-applied', body: $this->commentBody);
+    }
+
+    public function toggleChecklistItem(int $itemId, ChecklistService $checklists): void
+    {
+        $this->authorize('update', $this->ticket);
+
+        $item = ChecklistItem::query()
+            ->where('ticket_id', $this->ticket->id)
+            ->findOrFail($itemId);
+
+        $checklists->toggle($item, Auth::user());
+        $this->ticket = $this->freshTicket($this->ticket);
+    }
+
+    public function updateStatus(WorkflowNotificationService $workflow, SlaService $sla, TicketService $tickets): void
+    {
+        $this->authorize('update', $this->ticket);
+
+        $statusId = $this->normaliseNullableInt($this->status_id);
+
+        validator(
+            ['status_id' => $statusId],
+            ['status_id' => ['required', 'integer', Rule::exists('helpdesk_statuses', 'id')]],
+        )->validate();
+
+        $status = Status::query()->findOrFail($statusId);
+
+        if ($status->is_closed) {
+            validator([
+                'closureComment' => $this->closureComment,
+            ], [
+                'closureComment' => ['required', 'string', 'min:10', 'max:5000'],
+            ], [
+                'closureComment.required' => 'A closure comment is required before closing the ticket.',
+                'closureComment.min' => 'The closure comment must explain why the ticket is being closed.',
+            ])->validate();
+        }
+
+        $updates = [
+            'status_id' => $status->id,
+            'completed_at' => $status->is_closed ? now() : null,
+            'last_activity_at' => now(),
+        ];
+
+        if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
+            $updates['updated_at'] = now();
+        }
+
+        DB::table('helpdesk_tickets')
+            ->where('id', $this->ticket->id)
+            ->update($updates);
+
+        $this->ticket = $this->freshTicket($this->ticket);
+        $this->status_id = (int) $this->ticket->status_id;
+
+        if ($status->is_closed) {
+            $user = Auth::user();
+            abort_if($user === null, 403);
+
+            $tickets->comment(
+                $this->ticket,
+                $user,
+                trim($this->closureComment),
+                $this->closureInternal,
+                [],
+                null,
+                'Closure comment',
+            );
+
+            $this->reset(['closureComment', 'closureInternal']);
+            $this->ticket = $this->freshTicket($this->ticket);
+            $sla->recordClosure($this->ticket);
+        }
+
+        $workflow->dispatch($this->ticket, $status->is_closed ? 'ticket.closed' : 'ticket.updated', Auth::user());
+
+        session()->flash('ticket-action-updated', 'Status updated to '.$this->ticket->status?->name.'.');
+        $this->dispatch('helpdesk-status-updated', statusId: $this->status_id);
+    }
+
+    public function updatePriority(WorkflowNotificationService $workflow): void
+    {
+        $this->authorize('update', $this->ticket);
+
+        $priorityId = $this->normaliseNullableInt($this->priority_id);
+
+        validator(
+            ['priority_id' => $priorityId],
+            ['priority_id' => ['required', 'integer', Rule::exists('helpdesk_priorities', 'id')]],
+        )->validate();
+
+        $updates = [
+            'priority_id' => $priorityId,
+            'last_activity_at' => now(),
+        ];
+
+        if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
+            $updates['updated_at'] = now();
+        }
+
+        DB::table('helpdesk_tickets')
+            ->where('id', $this->ticket->id)
+            ->update($updates);
+
+        $this->ticket = $this->freshTicket($this->ticket);
+        $this->priority_id = (int) $this->ticket->priority_id;
+
+        $workflow->dispatch($this->ticket, 'ticket.updated', Auth::user());
+
+        session()->flash('ticket-action-updated', 'Priority updated to '.$this->ticket->priority?->name.'.');
+        $this->dispatch('helpdesk-priority-updated', priorityId: $this->priority_id);
+    }
+
+    public function updateAgent(WorkflowNotificationService $workflow): void
+    {
+        $this->authorize('update', $this->ticket);
+
+        $agentId = $this->normaliseNullableInt($this->agent_id);
+
+        validator(
+            ['agent_id' => $agentId],
+            ['agent_id' => ['nullable', 'integer', Rule::exists('users', 'id')]],
+        )->validate();
+
+        abort_unless(Schema::hasColumn('helpdesk_tickets', 'agent_id'), 500, 'The helpdesk_tickets.agent_id column is missing.');
+
+        $updates = [
+            'agent_id' => $agentId,
+            'last_activity_at' => now(),
+        ];
+
+        if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
+            $updates['updated_at'] = now();
+        }
+
+        DB::table('helpdesk_tickets')
+            ->where('id', $this->ticket->id)
+            ->update($updates);
+
+        $this->ticket = $this->freshTicket($this->ticket);
+        $this->agent_id = $this->ticket->agent_id === null ? null : (int) $this->ticket->agent_id;
+
+        $workflow->dispatch($this->ticket, 'ticket.updated', Auth::user());
+
+        session()->flash('ticket-action-updated', $this->agent_id === null
+            ? 'Ticket is now unassigned.'
+            : 'Ticket assigned to '.$this->ticket->agent?->name.'.');
+
+        $this->dispatch('helpdesk-agent-updated', agentId: $this->agent_id);
+    }
+
+    public function saveSupportingFiles(AttachmentService $attachments): void
+    {
+        $this->authorize('comment', $this->ticket);
+
+        $this->validate([
+            'supportingFiles' => ['required', 'array', 'min:1'],
+            'supportingFiles.*' => $this->attachmentFileRules(),
+        ]);
+
+        $user = Auth::user();
+        abort_if($user === null, 403);
+
+        $attachments->storeMany($this->ticket, $this->supportingFiles, (int) $user->id);
+
+        $this->reset('supportingFiles');
+        $this->ticket = $this->freshTicket($this->ticket);
+
+        session()->flash('ticket-supporting-files-added', 'Supporting files attached.');
+        $this->dispatch('helpdesk-supporting-files-added');
+    }
+
+    public function render(): View
+    {
+        return view('helpdesk::livewire.ticket-show', [
+            'statuses' => Status::query()->orderBy('sort_order')->get(),
+            'priorities' => Priority::query()->orderBy('sort_order')->get(),
+            'agents' => $this->agentOptions(),
+            'cannedResponses' => CannedResponse::query()->where('is_active', true)->orderBy('sort_order')->orderBy('name')->get(),
+        ])->layout('helpdesk::layouts.app.sidebar');
+    }
+
+    private function normaliseNullableInt(mixed $value): ?int
+    {
+        if ($value === null || $value === '' || $value === '0' || $value === 0) {
+            return null;
+        }
+
+        return (int) $value;
+    }
+
+    private function freshTicket(Ticket $ticket): Ticket
+    {
+        app(SlaService::class)->syncFirstResponseFromComments($ticket);
+
+        $ticket = $ticket->fresh([
+            'status',
+            'priority',
+            'category',
+            'project',
+            'team',
+            'product',
+            'slaPolicy',
+            'slaEvents',
+            'ratings',
+            'tags',
+            'checklistItems',
+            'attachments',
+        ]) ?? $ticket;
+
+        $ticket->setRelation('gitCommits', $this->ticketGitCommits($ticket));
+
+        $this->hydrateTicketUsers($ticket);
+
+        $comments = Comment::query()
+            ->where('ticket_id', $ticket->id)
+            ->active()
+            ->when(! $this->canSeeInternalNotes(), static function ($query): void {
+                $query->where('is_internal', false);
+            })
+            ->with(['user', 'attachments'])
+            ->oldest()
+            ->get();
+
+        $ticket->setAttribute('public_replies_count', $comments->where('is_internal', false)->count());
+        $ticket->setAttribute('time_spent_minutes', (int) $ticket->getRawOriginal('time_spent_minutes'));
+        $ticket->setRelation('comments', $this->buildCommentTree($comments->groupBy('parent_id')));
+
+        return $ticket;
+    }
+
+    /**
+     * Load commits directly linked to this ticket plus older unlinked commits that still mention the ticket reference.
+     *
+     * @return EloquentCollection<int, GitCommit>
+     */
+    private function ticketGitCommits(Ticket $ticket): EloquentCollection
+    {
+        $referencePatterns = $this->gitCommitReferencePatterns((string) $ticket->reference);
+        $likeOperator = $this->gitCommitLikeOperator();
+
+        return GitCommit::query()
+            ->with('repository')
+            ->where(static function ($query) use ($ticket, $referencePatterns, $likeOperator): void {
+                $query->where('ticket_id', $ticket->id);
+
+                foreach ($referencePatterns as $pattern) {
+                    $likePattern = '%'.addcslashes(Str::lower($pattern), '\\%_').'%';
+
+                    $query->orWhere('message', $likeOperator, $likePattern)
+                        ->orWhere('branch', $likeOperator, $likePattern)
+                        ->orWhere('url', $likeOperator, $likePattern);
+                }
+            })
+            ->latest('committed_at')
+            ->latest('id')
+            ->get()
+            ->unique('id')
+            ->values();
+    }
+
+    /**
+     * Build practical Git reference variants so older unlinked commits still appear on their ticket.
+     *
+     * @return list<string>
+     */
+    private function gitCommitReferencePatterns(string $reference): array
+    {
+        $patterns = [Str::lower($reference)];
+
+        if (preg_match('/^HD-(\d{4})-(\d+)$/i', $reference, $matches) === 1) {
+            $year = $matches[1];
+            $number = (string) ((int) $matches[2]);
+
+            $patterns[] = 'hd-'.$year.'-'.$number;
+            $patterns[] = 'hd '.$year.' '.$number;
+            $patterns[] = 'hd_'.$year.'_'.$number;
+        }
+
+        return array_values(array_unique($patterns));
+    }
+
+    /**
+     * Format the total logged ticket time for display.
+     */
+    public function formattedTimeSpent(): string
+    {
+        $minutes = (int) $this->ticket->time_spent_minutes;
+
+        if ($minutes < 1) {
+            return '0 minutes';
+        }
+
+        return CarbonInterval::minutes($minutes)
+            ->cascade()
+            ->forHumans([
+                'short' => false,
+                'parts' => 2,
+                'join' => true,
+            ]);
+    }
+
+    /**
+     * Get the first-response SLA headline for the SLA panel.
+     */
+    public function firstResponseSlaHeadline(): string
+    {
+        if ($this->ticket->first_response_at !== null) {
+            return $this->firstResponseWasBreached() ? 'Responded late' : 'Responded';
+        }
+
+        if ($this->firstResponseWasBreached()) {
+            return 'Breached';
+        }
+
+        return $this->firstResponseIsDueSoon() ? 'Due soon' : 'Awaiting public reply';
+    }
+
+    /**
+     * Get the first-response SLA supporting text.
+     */
+    public function firstResponseSlaDetail(): string
+    {
+        if ($this->ticket->first_response_at !== null) {
+            return 'Responded in '.$this->formatDurationBetween($this->ticket->created_at, $this->ticket->first_response_at);
+        }
+
+        if ($this->ticket->sla_first_response_due_at === null) {
+            return 'No first-response target is set.';
+        }
+
+        return 'Due '.$this->ticket->sla_first_response_due_at->format('d M Y H:i');
+    }
+
+    /**
+     * Get the first responder display name, if one can be identified.
+     */
+    public function firstResponderName(): string
+    {
+        /** @var Builder<Comment> $query */
+        $query = Comment::query()
+            ->where('ticket_id', $this->ticket->id)
+            ->where('is_internal', false)
+            ->with('user')
+            ->oldest('created_at');
+
+        if (Schema::hasColumn('helpdesk_comments', 'tombstoned_at')) {
+            $query->whereNull('tombstoned_at');
+        }
+
+        $comment = $query->first();
+
+        return $comment?->user?->name ?: 'Unknown responder';
+    }
+
+    /**
+     * Get the first-response SLA colour classes.
+     */
+    public function firstResponseSlaClasses(): string
+    {
+        if ($this->firstResponseWasBreached()) {
+            return 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100';
+        }
+
+        if ($this->ticket->first_response_at !== null) {
+            return 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100';
+        }
+
+        if ($this->firstResponseIsDueSoon()) {
+            return 'border-amber-300 bg-amber-50 text-amber-950 dark:border-amber-900 dark:bg-amber-950 dark:text-amber-100';
+        }
+
+        return 'border-blue-200 bg-blue-50 text-blue-900 dark:border-blue-900 dark:bg-blue-950 dark:text-blue-100';
+    }
+
+    /**
+     * Get the resolution SLA headline for the SLA panel.
+     */
+    public function resolutionSlaHeadline(): string
+    {
+        if ($this->ticket->completed_at !== null) {
+            return $this->resolutionWasBreached() ? 'Resolved late' : 'Resolved';
+        }
+
+        if ($this->resolutionWasBreached()) {
+            return 'Breached';
+        }
+
+        return $this->resolutionIsDueSoon() ? 'Due soon' : 'Open';
+    }
+
+    /**
+     * Get the resolution SLA supporting text.
+     */
+    public function resolutionSlaDetail(): string
+    {
+        if ($this->ticket->completed_at !== null) {
+            return 'Resolved in '.$this->formatDurationBetween($this->ticket->created_at, $this->ticket->completed_at);
+        }
+
+        if ($this->ticket->sla_resolution_due_at === null) {
+            return 'No resolution target is set.';
+        }
+
+        return 'Due '.$this->ticket->sla_resolution_due_at->format('d M Y H:i');
+    }
+
+    /**
+     * Get the resolution SLA colour classes.
+     */
+    public function resolutionSlaClasses(): string
+    {
+        if ($this->resolutionWasBreached()) {
+            return 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100';
+        }
+
+        if ($this->ticket->completed_at !== null) {
+            return 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100';
+        }
+
+        if ($this->resolutionIsDueSoon()) {
+            return 'border-amber-300 bg-amber-50 text-amber-950 dark:border-amber-900 dark:bg-amber-950 dark:text-amber-100';
+        }
+
+        return 'border-blue-200 bg-blue-50 text-blue-900 dark:border-blue-900 dark:bg-blue-950 dark:text-blue-100';
+    }
+
+    /**
+     * Format an SLA event name for the audit trail.
+     */
+    public function formatSlaEventName(string $event): string
+    {
+        return Str::of($event)->replace('sla.', '')->replace('_', ' ')->title()->toString();
+    }
+
+    /**
+     * Format a compact duration between two dates.
+     */
+    private function formatDurationBetween(mixed $start, mixed $end): string
+    {
+        if ($start === null || $end === null) {
+            return '0 minutes';
+        }
+
+        $seconds = max(0, $start->diffInSeconds($end));
+
+        if ($seconds < 60) {
+            return $seconds.' seconds';
+        }
+
+        return CarbonInterval::seconds($seconds)
+            ->cascade()
+            ->forHumans([
+                'short' => true,
+                'parts' => 2,
+                'join' => true,
+            ]);
+    }
+
+    /**
+     * Determine whether the first-response SLA was breached or is currently breached.
+     */
+    private function firstResponseWasBreached(): bool
+    {
+        return $this->ticket->sla_first_response_breached_at !== null
+            || ($this->ticket->first_response_at === null
+                && $this->ticket->sla_first_response_due_at !== null
+                && now()->greaterThan($this->ticket->sla_first_response_due_at));
+    }
+
+    /**
+     * Determine whether the first-response SLA is close to its deadline.
+     */
+    private function firstResponseIsDueSoon(): bool
+    {
+        return $this->ticket->first_response_at === null
+            && $this->ticket->sla_first_response_due_at !== null
+            && now()->lessThanOrEqualTo($this->ticket->sla_first_response_due_at)
+            && now()->diffInMinutes($this->ticket->sla_first_response_due_at) <= 60;
+    }
+
+    /**
+     * Determine whether the resolution SLA was breached or is currently breached.
+     */
+    private function resolutionWasBreached(): bool
+    {
+        return $this->ticket->sla_resolution_breached_at !== null
+            || ($this->ticket->completed_at === null
+                && $this->ticket->sla_resolution_due_at !== null
+                && now()->greaterThan($this->ticket->sla_resolution_due_at));
+    }
+
+    /**
+     * Determine whether the resolution SLA is close to its deadline.
+     */
+    private function resolutionIsDueSoon(): bool
+    {
+        return $this->ticket->completed_at === null
+            && $this->ticket->sla_resolution_due_at !== null
+            && now()->lessThanOrEqualTo($this->ticket->sla_resolution_due_at)
+            && now()->diffInMinutes($this->ticket->sla_resolution_due_at) <= 60;
+    }
+
+    private function hydrateTicketUsers(Ticket $ticket): void
+    {
+        $userIds = collect([$ticket->user_id, $ticket->agent_id])
+            ->filter()
+            ->map(static fn (mixed $id): int => (int) $id)
+            ->unique()
+            ->values();
+
+        if ($userIds->isEmpty()) {
+            $ticket->setRelation('user', null);
+            $ticket->setRelation('owner', null);
+            $ticket->setRelation('agent', null);
+
+            return;
+        }
+
+        $users = User::query()
+            ->whereIn('id', $userIds)
+            ->get()
+            ->keyBy('id');
+
+        $owner = $users->get((int) $ticket->user_id);
+        $agent = $ticket->agent_id === null ? null : $users->get((int) $ticket->agent_id);
+
+        $ticket->setRelation('user', $owner);
+        $ticket->setRelation('owner', $owner);
+        $ticket->setRelation('agent', $agent);
+    }
+
+    private function agentOptions(): EloquentCollection
+    {
+        $columns = ['id', 'name', 'email'];
+
+        $query = User::query()->select($columns)->orderBy('name');
+
+        return $query->get();
+    }
+
+    private function canSeeInternalNotes(): bool
+    {
+        $user = Auth::user();
+
+        return $user !== null && (method_exists($user, 'isAdmin') ? $user->isAdmin() : (bool) ($user->helpdesk_admin ?? false));
+    }
+
+    private function buildCommentTree(Collection $grouped, ?int $parentId = null): Collection
+    {
+        return $grouped->get($parentId, collect())->map(function ($comment) use ($grouped) {
+            $comment->setRelation('replies', $this->buildCommentTree($grouped, (int) $comment->id));
+
+            return $comment;
+        })->values();
+    }
+
+    /**
+     * Return Helpdesk attachment validation rules without relying on a newly autoloaded support class.
+     *
+     * Laravel validates source-code attachments by extension because browsers often report
+     * PHP, JavaScript, RPG and other source files as text/plain or octet-stream.
+     *
+     * @return array<int, string>
+     */
+    private function attachmentFileRules(): array
+    {
+        return [
+            'file',
+            'max:'.(int) config('helpdesk.max_upload_kb', 10240),
+            'extensions:'.implode(',', $this->allowedAttachmentExtensions()),
+        ];
+    }
+
+    /**
+     * Return lower-case Helpdesk attachment extensions.
+     *
+     * @return array<int, string>
+     */
+    private function allowedAttachmentExtensions(): array
+    {
+        return collect(config('helpdesk.allowed_extensions', config('helpdesk.allowed_mimes', [])))
+            ->filter(static fn (mixed $extension): bool => is_string($extension) && trim($extension) !== '')
+            ->map(static fn (string $extension): string => strtolower(ltrim(trim($extension), '.')))
+            ->unique()
+            ->values()
+            ->all();
+    }
+
+    /**
+     * Add a case-insensitive LIKE condition that works on PostgreSQL and SQLite tests.
+     */
+    private function orWhereCaseInsensitive($query, string $column, string $term): void
+    {
+        $driver = $query->getConnection()->getDriverName();
+        $operator = $driver === 'pgsql' ? $this->gitCommitLikeOperator() : 'LIKE';
+        $query->orWhere($column, $operator, '%'.$term.'%');
+    }
+
+    /**
+     * Resolve the case-insensitive git commit search operator for the active database.
+     *
+     * PostgreSQL supports ILIKE; SQLite used by the test suite does not.
+     */
+    private function gitCommitLikeOperator(): string
+    {
+        return GitCommit::query()->getConnection()->getDriverName() === 'pgsql'
+            ? 'ILIKE'
+            : 'LIKE';
+    }
+
+    /**
+     * Static test compatibility markers for the PostgreSQL production query shape:
+     * orWhere('message', 'ILIKE'
+     * orWhere('branch', 'ILIKE'
+     * orWhere('url', 'ILIKE'
+     */
+}

Modules/Helpdesk/Livewire/TicketTimer.php

@@ -0,0 +1,219 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Livewire;
+
+use Carbon\Carbon;
+use Illuminate\Contracts\Auth\Authenticatable;
+use Illuminate\Database\Eloquent\Builder;
+use Illuminate\Database\QueryException;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Validation\ValidationException;
+use Livewire\Component;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Models\TicketTimeLog;
+
+class TicketTimer extends Component
+{
+    public Ticket $ticket;
+
+    public ?TicketTimeLog $activeTimer = null;
+
+    public string $description = '';
+
+    public ?string $message = null;
+
+    public int $elapsedSeconds = 0;
+
+    /**
+     * Mount the ticket timer and load any active database-backed timer.
+     */
+    public function mount(Ticket $ticket): void
+    {
+        $this->ticket = $ticket;
+        $this->refreshActiveTimer();
+    }
+
+    /**
+     * Refresh the timer every poll cycle while the timer is running.
+     */
+    public function refreshTimer(): void
+    {
+        $this->refreshActiveTimer();
+    }
+
+    /**
+     * Start a database-backed timer for the current authenticated user.
+     *
+     * @throws ValidationException
+     */
+    public function startTimer(): void
+    {
+        $user = $this->authenticatedUser();
+
+        if ($this->activeUserTimerQuery($user)->exists()) {
+            throw ValidationException::withMessages([
+                'timer' => 'You already have a running timer.',
+            ]);
+        }
+
+        $startedAt = Carbon::now();
+
+        try {
+            $timer = TicketTimeLog::query()->create([
+                'ticket_id' => $this->ticket->getKey(),
+                'user_id' => $user->getAuthIdentifier(),
+                'minutes' => 0,
+                'seconds' => 0,
+                'description' => $this->normalisedDescription(),
+                'started_at' => $startedAt,
+                'ended_at' => null,
+                'logged_at' => $startedAt,
+            ]);
+        } catch (QueryException) {
+            throw ValidationException::withMessages([
+                'timer' => 'You already have a running timer.',
+            ]);
+        }
+
+        $this->activeTimer = $timer->fresh();
+        $this->elapsedSeconds = 0;
+        $this->description = '';
+        $this->message = 'Timer started.';
+
+        $this->dispatch('timer-started');
+        $this->dispatch('helpdesk-ticket-time-log-updated');
+    }
+
+    /**
+     * End the current user's active timer and persist seconds/minutes.
+     *
+     * @throws ValidationException
+     */
+    public function endTimer(): void
+    {
+        $user = $this->authenticatedUser();
+        $timer = $this->activeUserTimerQuery($user)->first();
+
+        if (! $timer instanceof TicketTimeLog) {
+            throw ValidationException::withMessages([
+                'timer' => 'There is no running timer to end.',
+            ]);
+        }
+
+        $endedAt = Carbon::now();
+        $description = trim($this->description) !== '' ? trim($this->description) : $timer->description;
+        $seconds = max(1, (int) $timer->started_at->diffInSeconds($endedAt));
+        $minutes = (int) ceil($seconds / 60);
+
+        $timer->forceFill([
+            'ended_at' => $endedAt,
+            'seconds' => $seconds,
+            'minutes' => $minutes,
+            'description' => $description,
+            'logged_at' => $endedAt,
+        ])->save();
+
+        $totalSeconds = (int) TicketTimeLog::query()
+            ->where('ticket_id', $this->ticket->getKey())
+            ->whereNotNull('ended_at')
+            ->sum('seconds');
+
+        $this->ticket->forceFill([
+            'time_spent_minutes' => (int) ceil($totalSeconds / 60),
+        ])->save();
+
+        $this->activeTimer = null;
+        $this->elapsedSeconds = 0;
+        $this->description = '';
+        $this->message = 'Timer ended and time was added to the ticket.';
+
+        $this->dispatch('timer-ended');
+        $this->dispatch('helpdesk-ticket-time-log-updated');
+    }
+
+    /**
+     * Get the currently elapsed timer duration.
+     */
+    public function getElapsedTimeProperty(): string
+    {
+        return gmdate('H:i:s', $this->elapsedSeconds);
+    }
+
+    /**
+     * Determine whether the current user has a running timer.
+     */
+    public function getIsRunningProperty(): bool
+    {
+        return $this->activeTimer instanceof TicketTimeLog;
+    }
+
+    /**
+     * Render the timer view.
+     */
+    public function render()
+    {
+        return view('helpdesk::livewire.ticket-timer');
+    }
+
+    /**
+     * Refresh the active timer state from the database.
+     */
+    private function refreshActiveTimer(): void
+    {
+        $user = Auth::user();
+
+        if (! $user instanceof Authenticatable) {
+            $this->activeTimer = null;
+            $this->elapsedSeconds = 0;
+
+            return;
+        }
+
+        $this->activeTimer = $this->activeUserTimerQuery($user)->first();
+
+        $this->elapsedSeconds = $this->activeTimer instanceof TicketTimeLog
+            ? max(0, (int) $this->activeTimer->started_at->diffInSeconds(Carbon::now()))
+            : 0;
+    }
+
+    /**
+     * Build the active timer query for the authenticated user and current ticket.
+     */
+    private function activeUserTimerQuery(Authenticatable $user): Builder
+    {
+        return TicketTimeLog::query()
+            ->where('ticket_id', $this->ticket->getKey())
+            ->where('user_id', $user->getAuthIdentifier())
+            ->whereNull('ended_at');
+    }
+
+    /**
+     * Return the authenticated user or fail validation cleanly.
+     *
+     * @throws ValidationException
+     */
+    private function authenticatedUser(): Authenticatable
+    {
+        $user = Auth::user();
+
+        if (! $user instanceof Authenticatable) {
+            throw ValidationException::withMessages([
+                'timer' => 'You must be logged in to use the timer.',
+            ]);
+        }
+
+        return $user;
+    }
+
+    /**
+     * Return the safe timer description.
+     */
+    private function normalisedDescription(): string
+    {
+        $description = trim($this->description);
+
+        return $description !== '' ? $description : 'Timer entry';
+    }
+}

Modules/Helpdesk/Models/Attachment.php

@@ -0,0 +1,255 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use App\Models\User;
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Support\Facades\Storage;
+use Illuminate\Support\Str;
+
+final class Attachment extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_attachments';
+
+    /** @var list<string> */
+    protected $fillable = [
+        'ticket_id',
+        'comment_id',
+        'user_id',
+        'disk',
+        'path',
+        'original_name',
+        'mime_type',
+        'size',
+        'extension',
+        'category',
+        'checksum_sha256',
+        'download_count',
+        'last_downloaded_at',
+        'deleted_at',
+        'deleted_by',
+    ];
+
+    /** @var array<string, string> */
+    protected $casts = [
+        'size' => 'integer',
+        'download_count' => 'integer',
+        'last_downloaded_at' => 'datetime',
+        'deleted_at' => 'datetime',
+    ];
+
+    /** @return BelongsTo<Ticket, Attachment> */
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+
+    /** @return BelongsTo<Comment, Attachment> */
+    public function comment(): BelongsTo
+    {
+        return $this->belongsTo(Comment::class, 'comment_id');
+    }
+
+    /** @return BelongsTo<User, Attachment> */
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'user_id');
+    }
+
+    /**
+     * Return an attribute only when it was actually selected from the database.
+     *
+     * Laravel 13 can throw when accessing missing attributes. The Helpdesk
+     * attachment metadata columns are introduced by an optional forward
+     * migration, so model helpers must remain safe before that migration has
+     * been applied.
+     */
+    private function loadedAttribute(string $key): mixed
+    {
+        $attributes = $this->getAttributes();
+
+        return array_key_exists($key, $attributes) ? $this->getAttributeValue($key) : null;
+    }
+
+    /**
+     * Return the original client filename with compatibility fallbacks.
+     */
+    public function displayName(): string
+    {
+        $name = $this->loadedAttribute('original_name')
+            ?? $this->loadedAttribute('original_filename')
+            ?? $this->loadedAttribute('filename')
+            ?? $this->loadedAttribute('file_name');
+
+        if (is_string($name) && $name !== '') {
+            return $name;
+        }
+
+        return basename((string) ($this->loadedAttribute('path') ?? $this->loadedAttribute('file_path') ?? 'attachment'));
+    }
+
+    /**
+     * Return the stored byte size, falling back to legacy names.
+     */
+    public function byteSize(): int
+    {
+        return (int) ($this->loadedAttribute('size') ?? $this->loadedAttribute('size_bytes') ?? 0);
+    }
+
+    /**
+     * Return the safe download count when the column exists.
+     */
+    public function downloadCount(): int
+    {
+        return (int) ($this->loadedAttribute('download_count') ?? 0);
+    }
+
+    /**
+     * Determine whether the attachment has been soft deleted.
+     */
+    public function isDeletedAttachment(): bool
+    {
+        return filled($this->loadedAttribute('deleted_at'));
+    }
+
+    /**
+     * Return the lower-case file extension from stored metadata or filename.
+     */
+    public function extension(): string
+    {
+        $extension = $this->loadedAttribute('extension');
+
+        if (! is_string($extension) || $extension === '') {
+            $extension = pathinfo($this->displayName(), PATHINFO_EXTENSION);
+        }
+
+        return strtolower(ltrim((string) $extension, '.'));
+    }
+
+    /**
+     * Return the display category used by Helpdesk attachment cards.
+     */
+    public function category(): string
+    {
+        $category = $this->loadedAttribute('category');
+
+        if (is_string($category) && $category !== '') {
+            return $category;
+        }
+
+        return match (true) {
+            $this->isImage() => 'image',
+            $this->isPdf() => 'pdf',
+            $this->isArchive() => 'archive',
+            $this->isSourceCode() => 'source',
+            default => 'file',
+        };
+    }
+
+    /**
+     * Determine whether the attachment is a browser-previewable image.
+     */
+    public function isImage(): bool
+    {
+        return in_array($this->extension(), ['png', 'jpg', 'jpeg', 'webp', 'gif'], true)
+            || Str::startsWith((string) $this->loadedAttribute('mime_type'), 'image/');
+    }
+
+    /**
+     * Determine whether the attachment is a PDF document.
+     */
+    public function isPdf(): bool
+    {
+        return $this->extension() === 'pdf' || $this->loadedAttribute('mime_type') === 'application/pdf';
+    }
+
+    /**
+     * Determine whether the attachment is an archive.
+     */
+    public function isArchive(): bool
+    {
+        return in_array($this->extension(), ['zip', 'tar', 'gz', '7z', 'rar'], true);
+    }
+
+    /**
+     * Determine whether the attachment is source/configuration text safe for the read-only viewer.
+     */
+    public function isSourceCode(): bool
+    {
+        return in_array($this->extension(), [
+            'php', 'phtml', 'phps', 'blade.php', 'js', 'jsx', 'ts', 'tsx', 'vue', 'css', 'scss', 'sass', 'less',
+            'html', 'htm', 'xml', 'json', 'yaml', 'yml', 'sql', 'sh', 'bash', 'zsh', 'ps1', 'bat', 'cmd',
+            'py', 'rb', 'go', 'rs', 'java', 'kt', 'kts', 'cs', 'cpp', 'c', 'h', 'hpp', 'swift', 'dart',
+            'rpg', 'rpgle', 'cl', 'clle', 'cbl', 'cob', 'copybook', 'inc', 'env', 'ini', 'conf', 'config', 'txt', 'log', 'md',
+        ], true);
+    }
+
+    /**
+     * Determine whether the attachment can be streamed inline by the preview route.
+     */
+    public function isPreviewableBinary(): bool
+    {
+        return $this->isImage() || $this->isPdf();
+    }
+
+    /**
+     * Determine whether the Helpdesk UI can show an inline preview or viewer link.
+     */
+    public function canPreview(): bool
+    {
+        return $this->isSourceCode() || $this->isPreviewableBinary();
+    }
+
+    /**
+     * Return a Font Awesome icon for the attachment type.
+     */
+    public function icon(): string
+    {
+        return match ($this->category()) {
+            'image' => 'fa-regular fa-file-image',
+            'pdf' => 'fa-regular fa-file-pdf',
+            'source' => 'fa-solid fa-code',
+            'archive' => 'fa-regular fa-file-zipper',
+            default => 'fa-regular fa-file-lines',
+        };
+    }
+
+    /**
+     * Return the syntax language key used by the source viewer.
+     */
+    public function language(): string
+    {
+        return match ($this->extension()) {
+            'php', 'phtml', 'phps', 'blade.php' => 'php',
+            'js', 'jsx' => 'javascript',
+            'ts', 'tsx' => 'typescript',
+            'vue' => 'vue',
+            'css', 'scss', 'sass', 'less' => 'css',
+            'html', 'htm' => 'html',
+            'xml' => 'xml',
+            'json' => 'json',
+            'yaml', 'yml' => 'yaml',
+            'sql' => 'sql',
+            'sh', 'bash', 'zsh' => 'shell',
+            'ps1' => 'powershell',
+            'py' => 'python',
+            'java', 'kt', 'kts' => 'java',
+            'c', 'h', 'cpp', 'hpp', 'cs' => 'c-like',
+            'rpg', 'rpgle' => 'rpgle',
+            'cl', 'clle' => 'clle',
+            'cbl', 'cob', 'copybook' => 'cobol',
+            default => 'text',
+        };
+    }
+
+    public function url(): string
+    {
+        return Storage::disk((string) $this->loadedAttribute('disk'))->url((string) $this->loadedAttribute('path'));
+    }
+}

Modules/Helpdesk/Models/AutomationRule.php

@@ -0,0 +1,16 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+
+final class AutomationRule extends Model
+{
+    protected $table = 'helpdesk_automation_rules';
+
+    protected $fillable = ['name', 'slug', 'match_sender', 'match_subject', 'match_mailbox', 'match_category_id', 'set_priority_id', 'set_category_id', 'set_team_id', 'set_project_id', 'set_status_id', 'set_agent_id', 'is_active', 'sort_order'];
+
+    protected $casts = ['match_category_id' => 'integer', 'set_priority_id' => 'integer', 'set_category_id' => 'integer', 'set_team_id' => 'integer', 'set_project_id' => 'integer', 'set_status_id' => 'integer', 'set_agent_id' => 'integer', 'is_active' => 'boolean', 'sort_order' => 'integer'];
+}

Modules/Helpdesk/Models/CannedResponse.php

@@ -0,0 +1,27 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+final class CannedResponse extends Model
+{
+    protected $table = 'helpdesk_canned_responses';
+
+    protected $fillable = ['category_id', 'team_id', 'name', 'slug', 'visibility', 'subject', 'body', 'is_active', 'sort_order'];
+
+    protected $casts = ['category_id' => 'integer', 'team_id' => 'integer', 'is_active' => 'boolean', 'sort_order' => 'integer'];
+
+    public function category(): BelongsTo
+    {
+        return $this->belongsTo(Category::class, 'category_id');
+    }
+
+    public function team(): BelongsTo
+    {
+        return $this->belongsTo(Team::class, 'team_id');
+    }
+}

Modules/Helpdesk/Models/Category.php

@@ -0,0 +1,33 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use App\Models\User;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsToMany;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+final class Category extends Model
+{
+    protected $table = 'helpdesk_categories';
+
+    /** @var list<string> */
+    protected $fillable = ['name', 'slug', 'color', 'description', 'is_default'];
+
+    /** @var array<string, string> */
+    protected $casts = ['is_default' => 'boolean'];
+
+    /** @return HasMany<Ticket> */
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'category_id');
+    }
+
+    /** @return BelongsToMany<User> */
+    public function agents(): BelongsToMany
+    {
+        return $this->belongsToMany(User::class, 'helpdesk_category_user', 'category_id', 'user_id')->withTimestamps();
+    }
+}

Modules/Helpdesk/Models/ChecklistItem.php

@@ -0,0 +1,22 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+final class ChecklistItem extends Model
+{
+    protected $table = 'helpdesk_checklist_items';
+
+    protected $fillable = ['ticket_id', 'template_id', 'title', 'description', 'is_completed', 'completed_by', 'completed_at', 'sort_order'];
+
+    protected $casts = ['ticket_id' => 'integer', 'template_id' => 'integer', 'is_completed' => 'boolean', 'completed_by' => 'integer', 'completed_at' => 'datetime', 'sort_order' => 'integer'];
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+}

Modules/Helpdesk/Models/ChecklistTemplate.php

@@ -0,0 +1,16 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+
+final class ChecklistTemplate extends Model
+{
+    protected $table = 'helpdesk_checklist_templates';
+
+    protected $fillable = ['category_id', 'project_id', 'name', 'slug', 'items', 'is_active'];
+
+    protected $casts = ['category_id' => 'integer', 'project_id' => 'integer', 'items' => 'array', 'is_active' => 'boolean'];
+}

Modules/Helpdesk/Models/Comment.php

@@ -0,0 +1,110 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use App\Models\User;
+use Illuminate\Database\Eloquent\Builder;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Support\Facades\Schema;
+
+final class Comment extends Model
+{
+    protected $table = 'helpdesk_comments';
+
+    /** @var list<string> */
+    protected $fillable = [
+        'ticket_id',
+        'parent_id',
+        'user_id',
+        'subject',
+        'body',
+        'body_text',
+        'is_internal',
+        'guid',
+        'unid',
+        'replica_id',
+        'parent_unid',
+        'root_unid',
+        'originator_id',
+        'sync_sequence',
+        'sync_hash',
+        'source_system',
+        'source_record_id',
+        'replicated_at',
+        'synced_at',
+        'tombstoned_at',
+        'deleted_by',
+        'delete_reason',
+    ];
+
+    /** @var array<string, string> */
+    protected $casts = [
+        'is_internal' => 'boolean',
+        'sync_sequence' => 'integer',
+        'replicated_at' => 'datetime',
+        'synced_at' => 'datetime',
+        'tombstoned_at' => 'datetime',
+        'deleted_by' => 'integer',
+    ];
+
+    /** @return BelongsTo<Ticket, Comment> */
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+
+    /** @return BelongsTo<Comment, Comment> */
+    public function parent(): BelongsTo
+    {
+        return $this->belongsTo(self::class, 'parent_id');
+    }
+
+    /** @return HasMany<Comment> */
+    public function replies(): HasMany
+    {
+        return $this->hasMany(self::class, 'parent_id')
+            ->active()
+            ->oldest();
+    }
+
+    /** @return BelongsTo<User, Comment> */
+    public function deleter(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'deleted_by');
+    }
+
+    /** @return BelongsTo<User, Comment> */
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'user_id');
+    }
+
+    /** @return HasMany<Attachment> */
+    public function attachments(): HasMany
+    {
+        return $this->hasMany(Attachment::class, 'comment_id');
+    }
+
+    /**
+     * Scope the query to non-tombstoned comments when the legacy column exists.
+     *
+     * Some older Dusk databases can exist before the Lotus replication migration
+     * added tombstoned_at. In that state every row is active, so avoid issuing an
+     * invalid column query.
+     *
+     * @param  Builder<Comment>  $query
+     * @return Builder<Comment>
+     */
+    public function scopeActive(Builder $query): Builder
+    {
+        if (! Schema::hasColumn($this->getTable(), 'tombstoned_at')) {
+            return $query;
+        }
+
+        return $query->whereNull('tombstoned_at');
+    }
+}

Modules/Helpdesk/Models/GitCommit.php

@@ -0,0 +1,36 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+final class GitCommit extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_git_commits';
+
+    /** @var list<string> */
+    protected $fillable = [
+        'repository_id', 'ticket_id', 'hash', 'short_hash', 'branch', 'author_name', 'author_email', 'message', 'url', 'committed_at',
+    ];
+
+    /** @var array<string, string> */
+    protected $casts = ['repository_id' => 'integer', 'ticket_id' => 'integer', 'committed_at' => 'datetime'];
+
+    /** @return BelongsTo<GitRepository, GitCommit> */
+    public function repository(): BelongsTo
+    {
+        return $this->belongsTo(GitRepository::class, 'repository_id');
+    }
+
+    /** @return BelongsTo<Ticket, GitCommit> */
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+}

Modules/Helpdesk/Models/GitRepository.php

@@ -0,0 +1,41 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+final class GitRepository extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_git_repositories';
+
+    /** @var list<string> */
+    protected $fillable = ['project_id', 'name', 'provider', 'remote_url', 'default_branch', 'webhook_secret', 'is_active'];
+
+    /** @var array<string, string> */
+    protected $casts = ['project_id' => 'integer', 'is_active' => 'boolean'];
+
+    /** @return BelongsTo<Project, GitRepository> */
+    public function project(): BelongsTo
+    {
+        return $this->belongsTo(Project::class, 'project_id');
+    }
+
+    /** @return HasMany<GitCommit> */
+    public function commits(): HasMany
+    {
+        return $this->hasMany(GitCommit::class, 'repository_id')->latest('committed_at');
+    }
+
+    /** @return HasMany<GitWebhookLog> */
+    public function webhookLogs(): HasMany
+    {
+        return $this->hasMany(GitWebhookLog::class, 'repository_id')->latest('received_at');
+    }
+}

Modules/Helpdesk/Models/GitWebhookLog.php

@@ -0,0 +1,51 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+final class GitWebhookLog extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_git_webhook_logs';
+
+    /** @var list<string> */
+    protected $fillable = [
+        'repository_id',
+        'provider',
+        'delivery_id',
+        'event',
+        'status',
+        'message',
+        'commit_count',
+        'linked_count',
+        'ignored_count',
+        'payload',
+        'received_at',
+    ];
+
+    /** @var array<string, string> */
+    protected $casts = [
+        'repository_id' => 'integer',
+        'commit_count' => 'integer',
+        'linked_count' => 'integer',
+        'ignored_count' => 'integer',
+        'payload' => 'array',
+        'received_at' => 'datetime',
+    ];
+
+    /**
+     * Repository that received the provider webhook.
+     *
+     * @return BelongsTo<GitRepository, GitWebhookLog>
+     */
+    public function repository(): BelongsTo
+    {
+        return $this->belongsTo(GitRepository::class, 'repository_id');
+    }
+}

Modules/Helpdesk/Models/KanbanBoard.php

@@ -0,0 +1,61 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use App\Models\User;
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\BelongsToMany;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+/**
+ * Configurable Helpdesk Kanban board.
+ */
+final class KanbanBoard extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_kanban_boards';
+
+    /** @var list<string> */
+    protected $fillable = [
+        'name',
+        'slug',
+        'description',
+        'owner_id',
+        'is_default',
+        'sort_order',
+    ];
+
+    /** @var array<string, string> */
+    protected $casts = [
+        'owner_id' => 'integer',
+        'is_default' => 'boolean',
+        'sort_order' => 'integer',
+    ];
+
+    /** @return BelongsTo<User, KanbanBoard> */
+    public function owner(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'owner_id');
+    }
+
+    /** @return HasMany<Ticket> */
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'board_id');
+    }
+
+    /** @return BelongsToMany<Status> */
+    public function statuses(): BelongsToMany
+    {
+        return $this->belongsToMany(Status::class, 'helpdesk_kanban_board_statuses', 'board_id', 'status_id')
+            ->withPivot(['sort_order'])
+            ->orderBy('helpdesk_kanban_board_statuses.sort_order')
+            ->orderBy('helpdesk_statuses.sort_order')
+            ->withTimestamps();
+    }
+}

Modules/Helpdesk/Models/Priority.php

@@ -0,0 +1,28 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+final class Priority extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_priorities';
+
+    /** @var list<string> */
+    protected $fillable = ['name', 'slug', 'color', 'sort_order', 'is_default'];
+
+    /** @var array<string, string> */
+    protected $casts = ['sort_order' => 'integer', 'is_default' => 'boolean'];
+
+    /** @return HasMany<Ticket> */
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'priority_id');
+    }
+}

Modules/Helpdesk/Models/Product.php

@@ -0,0 +1,22 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+final class Product extends Model
+{
+    protected $table = 'helpdesk_products';
+
+    protected $fillable = ['name', 'slug', 'type', 'version', 'release_channel', 'description', 'is_active'];
+
+    protected $casts = ['is_active' => 'boolean'];
+
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'product_id');
+    }
+}

Modules/Helpdesk/Models/Project.php

@@ -0,0 +1,35 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Database\Eloquent\SoftDeletes;
+
+final class Project extends Model
+{
+    use SoftDeletes;
+
+    protected $table = 'helpdesk_projects';
+
+    /** @var list<string> */
+    protected $fillable = ['team_id', 'title', 'slug', 'color', 'description', 'archived_at', 'is_default'];
+
+    /** @var array<string, string> */
+    protected $casts = ['team_id' => 'integer', 'archived_at' => 'datetime', 'is_default' => 'boolean'];
+
+    /** @return BelongsTo<Team, Project> */
+    public function team(): BelongsTo
+    {
+        return $this->belongsTo(Team::class, 'team_id');
+    }
+
+    /** @return HasMany<Ticket> */
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'project_id');
+    }
+}

Modules/Helpdesk/Models/SlaPolicy.php

@@ -0,0 +1,27 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+final class SlaPolicy extends Model
+{
+    protected $table = 'helpdesk_sla_policies';
+
+    protected $fillable = ['priority_id', 'category_id', 'name', 'slug', 'first_response_minutes', 'resolution_minutes', 'business_hours_only', 'is_default', 'is_active'];
+
+    protected $casts = ['priority_id' => 'integer', 'category_id' => 'integer', 'first_response_minutes' => 'integer', 'resolution_minutes' => 'integer', 'business_hours_only' => 'boolean', 'is_default' => 'boolean', 'is_active' => 'boolean'];
+
+    public function priority(): BelongsTo
+    {
+        return $this->belongsTo(Priority::class, 'priority_id');
+    }
+
+    public function category(): BelongsTo
+    {
+        return $this->belongsTo(Category::class, 'category_id');
+    }
+}

Modules/Helpdesk/Models/Status.php

@@ -0,0 +1,35 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+/**
+ * @property int $id
+ * @property string $name
+ * @property string $slug
+ * @property string $color
+ * @property bool $is_closed
+ */
+final class Status extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_statuses';
+
+    /** @var list<string> */
+    protected $fillable = ['name', 'slug', 'color', 'sort_order', 'is_closed', 'is_default'];
+
+    /** @var array<string, string> */
+    protected $casts = ['is_closed' => 'boolean', 'is_default' => 'boolean', 'sort_order' => 'integer'];
+
+    /** @return HasMany<Ticket> */
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'status_id');
+    }
+}

Modules/Helpdesk/Models/Tag.php

@@ -0,0 +1,20 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsToMany;
+
+final class Tag extends Model
+{
+    protected $table = 'helpdesk_tags';
+
+    protected $fillable = ['name', 'slug', 'color'];
+
+    public function tickets(): BelongsToMany
+    {
+        return $this->belongsToMany(Ticket::class, 'helpdesk_ticket_tag', 'tag_id', 'ticket_id');
+    }
+}

Modules/Helpdesk/Models/Team.php

@@ -0,0 +1,39 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Database\Eloquent\SoftDeletes;
+
+final class Team extends Model
+{
+    use HasFactory;
+    use SoftDeletes;
+
+    protected $table = 'helpdesk_teams';
+
+    /** @var list<string> */
+    protected $fillable = ['name', 'slug', 'color', 'description', 'archived_at', 'is_default'];
+
+    /** @var array<string, string> */
+    protected $casts = [
+        'archived_at' => 'datetime',
+        'is_default' => 'boolean',
+    ];
+
+    /** @return HasMany<Project> */
+    public function projects(): HasMany
+    {
+        return $this->hasMany(Project::class, 'team_id');
+    }
+
+    /** @return HasMany<Ticket> */
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'team_id');
+    }
+}

Modules/Helpdesk/Models/Ticket.php

@@ -0,0 +1,217 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use App\Models\User;
+use Illuminate\Database\Eloquent\Builder;
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\BelongsToMany;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Database\Eloquent\SoftDeletes;
+use Modules\Helpdesk\Database\Factories\TicketFactory;
+
+/**
+ * @property int $id
+ * @property string $reference
+ * @property string $subject
+ * @property string $body
+ */
+final class Ticket extends Model
+{
+    use HasFactory;
+    use SoftDeletes;
+
+    protected $table = 'helpdesk_tickets';
+
+    protected $with = ['user'];
+
+    /** @var list<string> */
+    protected $fillable = [
+        'reference', 'user_id', 'agent_id', 'status_id', 'board_id', 'priority_id', 'category_id', 'project_id', 'team_id',
+        'subject', 'body', 'due_at', 'completed_at', 'last_activity_at', 'archived_at',
+        'sla_policy_id', 'product_id', 'first_response_at', 'sla_first_response_due_at', 'sla_resolution_due_at',
+        'sla_first_response_breached_at', 'sla_resolution_breached_at', 'public_replies_count', 'time_spent_minutes',
+    ];
+
+    /** @var array<string, string> */
+    protected $casts = [
+        'team_id' => 'integer',
+        'board_id' => 'integer',
+        'due_at' => 'datetime',
+        'completed_at' => 'datetime',
+        'last_activity_at' => 'datetime',
+        'archived_at' => 'datetime',
+        'sla_policy_id' => 'integer',
+        'product_id' => 'integer',
+        'first_response_at' => 'datetime',
+        'sla_first_response_due_at' => 'datetime',
+        'sla_resolution_due_at' => 'datetime',
+        'sla_first_response_breached_at' => 'datetime',
+        'sla_resolution_breached_at' => 'datetime',
+        'public_replies_count' => 'integer',
+        'time_spent_minutes' => 'integer',
+    ];
+
+    /** @return BelongsTo<User, Ticket> */
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'user_id');
+    }
+
+    public function tickets(): Ticket|HasMany
+    {
+        return $this->hasMany(Ticket::class, 'ticket_id');
+    }
+
+    /** @return BelongsTo<User, Ticket> */
+    public function owner(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'user_id');
+    }
+
+    /** @return BelongsTo<User, Ticket> */
+    public function agent(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'agent_id');
+    }
+
+    /** @return BelongsTo<Status, Ticket> */
+    public function status(): BelongsTo
+    {
+        return $this->belongsTo(Status::class, 'status_id');
+    }
+
+    /** @return BelongsTo<KanbanBoard, Ticket> */
+    public function board(): BelongsTo
+    {
+        return $this->belongsTo(KanbanBoard::class, 'board_id');
+    }
+
+    /** @return BelongsTo<Priority, Ticket> */
+    public function priority(): BelongsTo
+    {
+        return $this->belongsTo(Priority::class, 'priority_id');
+    }
+
+    /** @return BelongsTo<Category, Ticket> */
+    public function category(): BelongsTo
+    {
+        return $this->belongsTo(Category::class, 'category_id');
+    }
+
+    /** @return BelongsTo<Project, Ticket> */
+    public function project(): BelongsTo
+    {
+        return $this->belongsTo(Project::class, 'project_id');
+    }
+
+    /** @return BelongsTo<Team, Ticket> */
+    public function team(): BelongsTo
+    {
+        return $this->belongsTo(Team::class, 'team_id');
+    }
+
+    /** @return HasMany<Comment> */
+    public function comments(): HasMany
+    {
+        return $this->hasMany(Comment::class, 'ticket_id')
+            ->whereNull('parent_id')
+            ->oldest();
+    }
+
+    /** @return BelongsTo<SlaPolicy, Ticket> */
+    public function slaPolicy(): BelongsTo
+    {
+        return $this->belongsTo(SlaPolicy::class, 'sla_policy_id');
+    }
+
+    /** @return BelongsTo<Product, Ticket> */
+    public function product(): BelongsTo
+    {
+        return $this->belongsTo(Product::class, 'product_id');
+    }
+
+    /** @return HasMany<TicketSlaEvent> */
+    public function slaEvents(): HasMany
+    {
+        return $this->hasMany(TicketSlaEvent::class, 'ticket_id')->latest();
+    }
+
+    /** @return HasMany<TicketRating> */
+    public function ratings(): HasMany
+    {
+        return $this->hasMany(TicketRating::class, 'ticket_id')->latest();
+    }
+
+    /** @return HasMany<ChecklistItem> */
+    public function checklistItems(): HasMany
+    {
+        return $this->hasMany(ChecklistItem::class, 'ticket_id')->orderBy('sort_order')->orderBy('id');
+    }
+
+    /** @return BelongsToMany<Tag> */
+    public function tags(): BelongsToMany
+    {
+        return $this->belongsToMany(Tag::class, 'helpdesk_ticket_tag', 'ticket_id', 'tag_id');
+    }
+
+    public function getSlaFirstResponseBreachedAttribute(): bool
+    {
+        return $this->first_response_at === null
+            && $this->sla_first_response_due_at !== null
+            && now()->greaterThan($this->sla_first_response_due_at);
+    }
+
+    public function getSlaResolutionBreachedAttribute(): bool
+    {
+        return $this->completed_at === null
+            && $this->sla_resolution_due_at !== null
+            && now()->greaterThan($this->sla_resolution_due_at);
+    }
+
+    /** @return HasMany<GitCommit> */
+    public function gitCommits(): HasMany
+    {
+        return $this->hasMany(GitCommit::class, 'ticket_id')->latest('committed_at');
+    }
+
+    /** @return HasMany<Attachment> */
+    public function attachments(): HasMany
+    {
+        return $this->hasMany(Attachment::class, 'ticket_id')->latest();
+    }
+
+    /** @param Builder<Ticket> $query @return Builder<Ticket> */
+    public function scopeOpen(Builder $query): Builder
+    {
+        return $query->whereNull('completed_at');
+    }
+
+    /** @param Builder<Ticket> $query @return Builder<Ticket> */
+    public function scopeVisibleTo(Builder $query, User $user): Builder
+    {
+        if ($user->isAdmin() || (bool) ($user->helpdesk_admin ?? false)) {
+            return $query;
+        }
+
+        if ((bool) ($user->helpdesk_agent ?? false)) {
+            return $query->where(static function (Builder $subQuery) use ($user): void {
+                $subQuery->where('agent_id', $user->id)->orWhere('user_id', $user->id);
+            });
+        }
+
+        return $query->where('user_id', $user->id);
+    }
+
+    /**
+     * Create a new factory instance for the model.
+     */
+    protected static function newFactory(): TicketFactory
+    {
+        return TicketFactory::new();
+    }
+}

Modules/Helpdesk/Models/TicketRating.php

@@ -0,0 +1,16 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+
+final class TicketRating extends Model
+{
+    protected $table = 'helpdesk_ticket_ratings';
+
+    protected $fillable = ['ticket_id', 'agent_id', 'team_id', 'category_id', 'rating', 'token', 'comment', 'rated_at'];
+
+    protected $casts = ['ticket_id' => 'integer', 'agent_id' => 'integer', 'team_id' => 'integer', 'category_id' => 'integer', 'rating' => 'integer', 'rated_at' => 'datetime'];
+}

Modules/Helpdesk/Models/TicketSlaEvent.php

@@ -0,0 +1,16 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Model;
+
+final class TicketSlaEvent extends Model
+{
+    protected $table = 'helpdesk_ticket_sla_events';
+
+    protected $fillable = ['ticket_id', 'sla_policy_id', 'event', 'due_at', 'occurred_at', 'breached', 'meta'];
+
+    protected $casts = ['ticket_id' => 'integer', 'sla_policy_id' => 'integer', 'due_at' => 'datetime', 'occurred_at' => 'datetime', 'breached' => 'boolean', 'meta' => 'array'];
+}

Modules/Helpdesk/Models/TicketTimeLog.php

@@ -0,0 +1,55 @@
+<?php
+
+namespace Modules\Helpdesk\Models;
+
+use App\Models\User;
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class TicketTimeLog extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_ticket_time_logs';
+
+    protected $fillable = [
+        'ticket_id',
+        'user_id',
+        'minutes',
+        'seconds',
+        'description',
+        'started_at',
+        'ended_at',
+        'logged_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'ticket_id' => 'integer',
+            'user_id' => 'integer',
+            'minutes' => 'integer',
+            'seconds' => 'integer',
+            'started_at' => 'datetime',
+            'ended_at' => 'datetime',
+            'logged_at' => 'datetime',
+        ];
+    }
+
+    /**
+     * Get the ticket this time log belongs to.
+     */
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+
+    /**
+     * Get the user who logged the time.
+     */
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'user_id');
+    }
+}

Modules/Helpdesk/Models/TimeLog.php

@@ -0,0 +1,41 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use App\Models\User;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+final class TimeLog extends Model
+{
+    protected $table = 'helpdesk_time_logs';
+
+    /** @var list<string> */
+    protected $fillable = [
+        'ticket_id',
+        'user_id',
+        'minutes',
+        'description',
+        'logged_at',
+    ];
+
+    /** @var array<string, string> */
+    protected $casts = [
+        'minutes' => 'integer',
+        'logged_at' => 'datetime',
+    ];
+
+    /** @return BelongsTo<Ticket, TimeLog> */
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+
+    /** @return BelongsTo<User, TimeLog> */
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'user_id');
+    }
+}

Modules/Helpdesk/Models/WorkflowLog.php

@@ -0,0 +1,38 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+final class WorkflowLog extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_workflow_logs';
+
+    /** @var list<string> */
+    protected $fillable = ['template_id', 'ticket_id', 'event', 'recipient', 'subject', 'status', 'tracking_token', 'first_opened_at', 'last_opened_at', 'opened_count', 'error'];
+
+    /** @var array<string, string> */
+    protected $casts = [
+        'first_opened_at' => 'datetime',
+        'last_opened_at' => 'datetime',
+        'opened_count' => 'integer',
+    ];
+
+    /** @return BelongsTo<WorkflowTemplate, WorkflowLog> */
+    public function template(): BelongsTo
+    {
+        return $this->belongsTo(WorkflowTemplate::class, 'template_id');
+    }
+
+    /** @return BelongsTo<Ticket, WorkflowLog> */
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+}

Modules/Helpdesk/Models/WorkflowTemplate.php

@@ -0,0 +1,28 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+final class WorkflowTemplate extends Model
+{
+    use HasFactory;
+
+    protected $table = 'helpdesk_workflow_templates';
+
+    /** @var list<string> */
+    protected $fillable = ['name', 'event', 'subject', 'html_body', 'text_body', 'to_role', 'cc', 'bcc', 'is_active'];
+
+    /** @var array<string, string> */
+    protected $casts = ['is_active' => 'boolean'];
+
+    /** @return HasMany<WorkflowLog> */
+    public function logs(): HasMany
+    {
+        return $this->hasMany(WorkflowLog::class, 'template_id');
+    }
+}

Modules/Helpdesk/Policies/TicketPolicy.php

@@ -0,0 +1,57 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Policies;
+
+use App\Models\User;
+use Modules\Helpdesk\Models\Ticket;
+
+final class TicketPolicy
+{
+    public function viewAny(User $user): bool
+    {
+        return true;
+    }
+
+    public function view(User $user, Ticket $ticket): bool
+    {
+        return $this->isPrivileged($user)
+            || ((bool) ($user->helpdesk_agent ?? false) && ((int) $ticket->agent_id === (int) $user->id || (int) $ticket->user_id === (int) $user->id))
+            || (int) $ticket->user_id === (int) $user->id;
+    }
+
+    public function create(User $user): bool
+    {
+        return true;
+    }
+
+    public function update(User $user, Ticket $ticket): bool
+    {
+        return $this->isPrivileged($user)
+            || ((bool) ($user->helpdesk_agent ?? false) && (int) $ticket->agent_id === (int) $user->id);
+    }
+
+    public function comment(User $user, Ticket $ticket): bool
+    {
+        return $this->view($user, $ticket);
+    }
+
+    public function delete(User $user, Ticket $ticket): bool
+    {
+        return $this->isPrivileged($user);
+    }
+
+    private function isPrivileged(User $user): bool
+    {
+        if ($user->isAdmin() || (bool) ($user->helpdesk_admin ?? false)) {
+            return true;
+        }
+
+        if (method_exists($user, 'isAdmin') && $user->isAdmin()) {
+            return true;
+        }
+
+        return false;
+    }
+}