Initial Commit

Modules/Helpdesk/Models/Attachment.php

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+<?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

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+<?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

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+<?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

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+<?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

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+<?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

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+<?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

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+<?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

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+<?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');
+    }
+}