@php $currentUser = auth()->user(); $currentCompany = $currentUser?->company; $canSeeInternalNotes = (bool) ($currentCompany?->is_system_company ?? false) || \Illuminate\Support\Str::lower((string) ($currentCompany?->slug ?? '')) === 'mpba-limited' || \Illuminate\Support\Str::contains(\Illuminate\Support\Str::lower((string) ($currentCompany?->name ?? '')), 'mpba'); $visibleCommentCount = $ticket->comments->count(); @endphp

Raised by {{ $ticket->owner?->name ?? 'Unknown user' }} · Assigned to {{ $ticket->agent?->name ?? 'Unassigned' }}

Back @can('update', $ticket) Edit @endcan

Ticket document

Request details

Original request content recorded against this helpdesk ticket.

{!! $ticket->body !!}

Ticket attachments

Supporting files

Attach multiple screenshots, documents, logs and evidence directly to this existing ticket.

{{ $ticket->attachments->count() }} file{{ $ticket->attachments->count() === 1 ? '' : 's' }}

@if (session('ticket-supporting-files-added'))

@endif @can('comment', $ticket)

Attach supporting evidence {{ count($supportingFiles) === 0 ? 'No files selected' : count($supportingFiles).' file'.(count($supportingFiles) === 1 ? '' : 's').' selected' }}

Choose files

Preparing selected files…

@if (count($supportingFiles) > 0)

Ready to attach

{{ $file->getClientOriginalName() }} {{ Number::fileSize((int) $file->getSize()) }}

@endif @error('supportingFiles')

@enderror @error('supportingFiles.*')

@enderror

@endcan @if ($ticket->attachments->isEmpty())

No supporting files have been attached yet.

@else

@foreach ($ticket->attachments as $attachment) {{ $attachment->original_name ?? $attachment->original_filename ?? $attachment->filename ?? $attachment->file_name ?? basename($attachment->path ?? $attachment->file_path ?? '') }} {{ Number::fileSize($attachment->size ?? $attachment->size_bytes ?? 0) }} @endforeach

@endif

Conversation

Document responses

Lotus Notes-style document responses and replies.

{{ $visibleCommentCount }} item{{ $visibleCommentCount === 1 ? '' : 's' }}

@if ($ticket->comments->isNotEmpty()) @include('helpdesk::partials.comment-thread', ['comments' => $ticket->comments, 'level' => 0, 'ticket' => $ticket, 'canSeeInternalNotes' => $canSeeInternalNotes]) @else

No responses yet.

@endif

@csrf

Response document

Add reply

Create a response, internal MPBA note or threaded document reply.

@if (session('ticket-comment-added'))

@endif @if ($errors->any())

@endif @php $cannedResponseBodies = $cannedResponses->mapWithKeys(function ($response) use ($ticket, $currentUser) { $body = (string) $response->body; $body = strtr($body, [ '{{ ticket.reference }}' => e((string) ($ticket->reference ?? '')), '{{ ticket.subject }}' => e((string) ($ticket->subject ?? '')), '{{ ticket.status }}' => e((string) ($ticket->status?->name ?? '')), '{{ ticket.priority }}' => e((string) ($ticket->priority?->name ?? '')), '{{ ticket.category }}' => e((string) ($ticket->category?->name ?? '')), '{{ ticket.project }}' => e((string) ($ticket->project?->title ?? '')), '{{ ticket.team }}' => e((string) ($ticket->team?->name ?? '')), '{{ requester.name }}' => e((string) ($ticket->owner?->name ?? $ticket->user?->name ?? '')), '{{ agent.name }}' => e((string) ($ticket->agent?->name ?? $currentUser?->name ?? '')), '{{ actor.name }}' => e((string) ($currentUser?->name ?? '')), '{{ ticket.url }}' => e(route('helpdesk.tickets.show', ['ticket' => $ticket->getKey()])), ]); $body = html_entity_decode($body, ENT_QUOTES | ENT_HTML5, 'UTF-8'); $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) ?: ''; $body = strip_tags($body, '

');

                        return [(string) $response->id => trim($body)];
                    })->all();
                @endphp

                @php
                    $cannedResponseNames = $cannedResponses->mapWithKeys(fn ($response) => [(string) $response->id => (string) $response->name])->all();
                @endphp
                
                

                @if ($cannedResponses->isNotEmpty())
                    
                        
                            Canned response
                            
                        
                        
                            
                        
                    
                @endif

                @php
                    $oldCommentBody = html_entity_decode((string) old('commentBody'), ENT_QUOTES | ENT_HTML5, 'UTF-8');
                    $oldCommentBody = preg_replace('/<\s*(script|style)[^>]*>.*?<\s*\/\s*\1\s*>/is', '', $oldCommentBody) ?: '';
                    $oldCommentBody = preg_replace('/\s+on[a-z]+\s*=\s*("[^"]*"|\'[^\']*\'|[^\s>]+)/i', '', $oldCommentBody) ?: '';
                    $oldCommentBody = preg_replace('/javascript\s*:/i', '', $oldCommentBody) ?: '';
                    $oldCommentBody = strip_tags($oldCommentBody, '
');
                @endphp

                
                    Subject
                    
                

                
                    Comment
                    
                        
                        
                        
                        
                        
                        
                    
                    {!! $oldCommentBody !!}
                    {{ $oldCommentBody }}
                

                @can('update', $ticket)
                    @if ($canSeeInternalNotes)
                        
                            
                            MPBA internal note only
                        
                    @endif
                @endcan

Ticket details Category {{ $ticket->category?->name ?? 'None' }} Project {{ $ticket->project?->title ?? 'None' }} Product/service {{ $ticket->product?->name ?? 'None' }} Team {{ $ticket->team?->name ?? 'None' }} Created {{ $ticket->created_at->format('d M Y H:i') }} Due {{ $ticket->due_at?->format('d M Y') ?? 'No due date' }} SLA metrics First response {{ $ticket->first_response_at?->format('d M Y H:i') ?? 'Awaiting response' }} Due {{ $ticket->sla_first_response_due_at?->format('d M Y H:i') ?? 'Not set' }} Resolution {{ $ticket->completed_at?->format('d M Y H:i') ?? 'Open' }} Due {{ $ticket->sla_resolution_due_at?->format('d M Y H:i') ?? 'Not set' }} {{ $ticket->public_replies_count }} Public replies {{ $ticket->time_spent_minutes }} Minutes logged Requester profile Name {{ $ticket->owner?->name ?? 'Unknown' }} Email {{ $ticket->owner?->email ?? 'None' }} Company {{ $ticket->owner?->company?->name ?? 'Current company' }} @if ($ticket->tags->isNotEmpty()) @foreach ($ticket->tags as $tag) {{ $tag->name }} @endforeach @endif @if ($ticket->checklistItems->isNotEmpty()) @php($completedChecks = $ticket->checklistItems->where('is_completed', true)->count()) Checklist {{ $completedChecks }}/{{ $ticket->checklistItems->count() }} @foreach ($ticket->checklistItems as $item) is_completed) class="mt-1 rounded border-zinc-300"> {{ $item->title }} @endforeach @endif Git commits @forelse ($ticket->gitCommits as $commit) {{ $commit->short_hash }} · {{ $commit->repository?->name }} {{ $commit->message }} @empty No commits linked. @endforelse @can('update', $ticket) Ticket controls Assignment, status and priority Use the explicit update buttons below to save each change. @if (session('ticket-action-updated')) {{ session('ticket-action-updated') }} @endif @csrf Assigned agent @error('agent_id') {{ $message }} @enderror @csrf Status @error('status_id') {{ $message }} @enderror @csrf Priority @error('priority_id') {{ $message }} @enderror @endcan

{{ $ticket->subject }}

Request details

Supporting files

Document responses

Add reply