The Online Support Ticket System is a powerful, scalable web application designed to streamline client support operations and internal task management. Whether you're a startup, agency, or enterprise, this platform simplifies ticket handling, enhances client communication, and boosts team productivity.

Packed with modern features like automated notifications, customizable templates, role-based access control, and insightful reports — it offers an all-in-one solution for managing support requests efficiently.

General System Features

• Support Ticket Creation – Seamlessly generate support tickets from both client and admin panels.
• Real-Time Email Notifications – Keep stakeholders informed with automatic alerts for new tickets, replies, and status changes.
• Custom Email Templates – Personalize system emails to align with your brand identity.
• Quick Response Templates – Predefined replies for faster and consistent communication.
• Google reCAPTCHA Protection – Prevent spam with secure CAPTCHA validation on registration and ticket forms.
• Intuitive UI/UX – Clean, modern design that’s user-friendly for all technical levels.
• Fully Responsive Layout – Works flawlessly on desktops, tablets, and mobile devices.
• Cross-Browser Compatibility – Compatible with Chrome, Firefox, Safari, Edge, Opera, and more.
• Role-Based Access Control (RBAC) – Fine-grained permissions for Admins, Staff, and Clients.
• Complete Ticket History Logging – Track all actions taken on a ticket for accountability.
• Advanced Search & Filters – Quickly locate tickets by status, project, priority, date, etc.

Client Panel Features

• Secure Registration – Clients can register with email verification and CAPTCHA validation.
• Secure Login – Authentication system to ensure protected account access.
• Password Reset – Password recovery via secure email link.
• Client Dashboard – Visual summary of tickets and recent activity.
• Ticket List & View – Access and manage all tickets with advanced filters and sorting.
• Live Ticket Status Tracking – See real-time updates on ticket progress.
• Profile & Password Management – Update personal information and credentials.
• Notifications – Email and in-app alerts for every major ticket activity.

Admin Panel Features

Dashboard

• Overview of ticket counts (Total, Pending, Answered, Closed) and active projects.
• Dynamic graph showing ticket trends and activity metrics.

Settings & Configuration

• Site Settings – Upload logo, company name, contact info, and branding settings.
• Email & Response Templates – Create and manage reusable templates.
• Ticket Configuration – Set priority levels, departments, and default workflows.

Ticket Management

• Create Tickets – Generate tickets manually for internal or proactive tasks.
• Reply with Threaded Comments – Internal/external threaded communication.
• Assign Tickets – Delegate tickets to staff or departments.
• Close & Track Tickets – Mark as resolved and view detailed activity logs.
• Time Tracking – Monitor time spent per ticket for efficiency analysis.

Client Management

• View & Filter Clients – Advanced filtering and search options.
• Add Clients – Register clients directly from the admin panel.
• Client Overview – Access ticket history and profile details.
• Client Approval Workflow – Approve or restrict new client accounts.

Team Management

• Manage Team Members – Add/edit/remove staff with role-based access.
• Staff Profiles – View performance and work history.
• Permission Control – Define roles for granular access management.

Project Management

• Manage Projects – Create, update, and monitor projects.
• Assign Teams – Link projects with specific team members for better workflow.

Reports & Analytics

• Day-Wise Reports – Track daily support activities.
• Month-Wise Reports – Generate monthly performance summaries.
• Team-Wise Reports – Analyze productivity by team or agent.
• Project-Wise Reports – Get insights into project-specific ticket data.
• Project Summary – Visual overview of project progress and support engagement.

Activity Logs

• Maintain detailed logs stored in a separate database to optimize performance and transparency.

Additional Features

• Media Validator – Enforce image and file standards (dimensions, size, types) across the system.
• Admin Profile & Password Settings – Update account details and secure credentials.

System Notifications – Notify staff/admins when new tickets are created, replies are posted, or assignments change.

To ensure smooth operation of the Online Support Ticket System, the following server requirements must be met:

• PHP: Version 8.2 or higher
• Database: MySQL 5.7 or higher
• Web Server: Apache or Nginx
• Composer: For dependency management
• Node.js: For front-end asset compilation 
• Server Extensions:
  • PHP PDO
  • PHP Mbstring
  • PHP XML
  • PHP Curl
• Recommended Hosting: Linux-based hosting with cPanel/WHM or similar
• Browser Compatibility: Latest versions of Chrome, Firefox, Safari, and Edge

Development:

• Framework: Laravel 9x
• Javascript Framework: VueJS

CSS Framework: Bootstrap 5

Step 1: Download and upload to the server

• Download and Extract:
  • Go to  the main_file ZIP file.
  • Extract the ZIP file to your local machine or server. You will find three folders: database, documentation, HelpAxis.
• Upload Files:
  • Upload source code from HelpAxis folder the extracted files to your web server (e.g., /public_html or a subdomain).
• Set File Permissions:
  • Set the following directories to 755 permissions: /storage, /bootstrap/cache.
  • Find out .env . file
  • Ensure the .env file is writable (644).
• Create a Database:
  • Log in to your hosting control panel or MySQL client.
  • Create a new MySQL database and user, and note the credentials.

Step 2: Set Up the Database

• Create a MySQL Database:
• Use CPanel or your hosting provider's system to create a new MySQL database.
• Import Database File:
• In the extracted folder, navigate to database/helpaxis.sql, system_logger.sql.
• Import those .sql file into the newly created MySQL database using phpMyAdmin or another database management tool.

Step 3: Configure the .env File

• Locate the <code>.env File:
• Open the root directory of your CMS installation.
• Find the .env file (if it's hidden, ensure your file manager shows hidden files).
• Open the .env file using any text editor (e.g., Notepad++, Sublime Text, Notepad).
• Configure the Application Settings: Modify the following values in the .env file:
• APP_NAME: This will be the name of your application. Enter a relevant name (e.g., Online E-Ticket).
• APP_URL: Set your website's URL (without the trailing slash). Example: <a href="http://yourdomain.com">http://yourdomain.com</a>
• ASSET_URL: Define your domain and add /public to the end. Example: <a href="http://yourdomain.com/public">http://yourdomain.com/public</a>

Step 4: Configure Database Information

• Primary Database: Set up the connection for the primary database:
• DB_HOST=localhost (or your database host if different)
• DB_PORT=3306 (default MySQL port, can usually be skipped)
• DB_DATABASE=your_database_name
• DB_USERNAME=your_database_username
• DB_PASSWORD=your_database_password
• Log Database: (if you want to use a separate database for logs):
• Set the connection details for the log database:
• DB_HOST_SECOND=localhost (or your database host if different)
• DB_PORT_SECOND=3306 (default MySQL port, can usually be skipped)
• DB_DATABASE_SECOND=your_log_database_name
• DB_USERNAME_SECOND=your_log_database_username
• DB_PASSWORD_SECOND=your_log_database_password

Step 5: Configure Mail Settings

SMTP Setup: Set up your email configuration for sending emails from the application:

• MAIL_MAILER=smtp
• MAIL_HOST=smtp.yourmailservice.com (e.g., smtp.gmail.com for Gmail)
• MAIL_PORT=587 (or the appropriate port for your mail service)
• [email protected]
• MAIL_PASSWORD=your_email_password
• MAIL_ENCRYPTION=tls (or ssl, depending on your email provider)
• [email protected]

Step 6: Finalizing and Running the CMS

• Clear Cache: Clear any cached configuration by visiting the following URL: <a href="http://yourdomain.com/clear">http://yourdomain.com/clear</a>
• Create Storage Symlink: Check if a storage folder exists in the /public directory. If it does, delete it first. Then visit the following URL to create the symbolic link: <a href="http://yourdomain.com/sym">http://yourdomain.com/sym</a>

Step 7: Access the Application

• Open your browser and navigate to your domain (e.g., http://yourdomain.com).
• The default client login credentials are: URL: <a href="https://yourdomain.com">https://yourdomain.com</a> Email: [email protected] Password: democlient@123#
• The default admin login credentials are: URL: <a href="https://yourdomain.com/admin.login">https://yourdomain.com/admin.l...</a> Email: [email protected] Password: demo@123#
• The default Team login credentials are: URL: <a href="https://yourdomain.com/admin.login">https://yourdomain.com/admin.l...</a> Email: [email protected] Password: demoteam@123#

Demo:

• Client:
  • URL: https://helpaxis.elegantpixelstheme.com/client/login
  • Credentials:
    1. Email: [email protected]
    2. Password: democlient@123#
• Team Member:
  • URL: https://helpaxis.elegantpixelstheme.com/admin.login
  • Credentials:
    1. Username: [email protected]
    2. Password: demoteam@123#
• Admin Panel:
  • Url: https://helpaxis.elegantpixelstheme.com/admin.login
  • Credentials:
    1. Username: [email protected]
    2. Password: demo@123#