Escalated for Filament

A Filament admin panel plugin for the Escalated support ticket system. Manage tickets, departments, SLA policies, escalation rules, macros, and more — all from within your existing Filament admin panel.

How It Works

Escalated for Filament is a Filament plugin wrapper around escalated-laravel. It does not duplicate any business logic. Instead, it provides Filament Resources, Pages, Widgets, and Actions that call the same services, models, and events from the core Laravel package. This means:

• All ticket lifecycle logic, SLA calculations, and escalation rules come from escalated-laravel
• Database tables, migrations, and configuration are managed by the core package
• Events, notifications, and webhooks fire exactly as they would from the Inertia UI
• You get a native Filament experience without maintaining a separate codebase

Note: This package uses Filament's native Livewire + Blade components (tables, forms, info lists, actions, widgets) rather than the custom Vue 3 + Inertia.js UI from the @escalated-dev/escalated frontend package. The core functionality is the same — same models, services, database, and business logic — but the UI look-and-feel follows Filament's design system. Some interactions may differ slightly (e.g., Filament modals vs. inline forms, Filament table filters vs. custom filter components). If you need pixel-perfect parity with the Inertia frontend, use escalated-laravel directly with the shared Vue components instead.

Requirements

• PHP 8.2+
• Laravel 11 or 12
• Filament 3.x, 4.x, or 5.x
• escalated-dev/escalated-laravel ^0.5

Version Compatibility

Installation

1. Install the packages

composer require escalated-dev/escalated-laravel escalated-dev/escalated-filament

If you already have escalated-laravel installed, just add the Filament plugin:

composer require escalated-dev/escalated-filament

2. Run the Escalated installer (if not already done)

php artisan escalated:install
php artisan migrate

3. Define authorization gates

In a service provider (e.g., AppServiceProvider):

use Illuminate\Support\Facades\Gate;

Gate::define('escalated-admin', fn ($user) => $user->is_admin);
Gate::define('escalated-agent', fn ($user) => $user->is_agent || $user->is_admin);

4. Register the plugin in your Filament panel

use Escalated\Filament\EscalatedFilamentPlugin;

public function panel(Panel $panel): Panel
{
    return $panel
        // ...
        ->plugin(
            EscalatedFilamentPlugin::make()
                ->navigationGroup('Support')
                ->agentGate('escalated-agent')
                ->adminGate('escalated-admin')
        );
}

You're live. Visit your Filament panel — a Support navigation group will appear with all ticket management resources.

Features

Resources

• TicketResource — Full ticket management with list, view, and create pages
  • Filterable by status, priority, department, agent, tags, SLA
  • Quick filter tabs: All, My Tickets, Unassigned, Urgent, SLA Breaching
  • Bulk actions: Assign, Change Status, Change Priority, Add Tags, Close, Delete
  • View page with conversation thread, sidebar details, SLA info, satisfaction rating
  • Header actions: Reply, Note, Assign, Status, Priority, Follow, Macro, Resolve, Close, Reopen
• DepartmentResource — CRUD for support departments with agent assignment
• TagResource — CRUD for ticket tags with color picker
• SlaPolicyResource — SLA policy management with per-priority response/resolution times
• EscalationRuleResource — Condition/action builder for automatic escalation rules
• CannedResponseResource — Pre-written response templates with categories
• MacroResource — Multi-action automation macros with reorderable steps

Dashboard Widgets

• TicketStatsOverview — Key metrics: My Open, Unassigned, Total Open, SLA Breached, Resolved Today, CSAT
• TicketsByStatusChart — Doughnut chart of ticket distribution by status
• TicketsByPriorityChart — Bar chart of open tickets by priority
• CsatOverviewWidget — Customer satisfaction metrics: Average Rating, Total Ratings, Satisfaction Rate
• RecentTicketsWidget — Table of the 5 most recent tickets
• SlaBreachWidget — Table of tickets with breached SLA targets

Pages

• Dashboard — Support dashboard with all widgets
• Reports — Date-range analytics with stats, department breakdown, and timeline
• Settings — Admin settings for reference prefix, guest tickets, auto-close, attachment limits

Relation Managers

• RepliesRelationManager — Reply thread with internal notes, pinning, and canned response insertion
• ActivitiesRelationManager — Read-only audit log of all ticket activities
• FollowersRelationManager — Manage ticket followers

Reusable Actions

• AssignTicketAction — Assign a ticket to an agent
• ChangeStatusAction — Change ticket status
• ChangePriorityAction — Change ticket priority
• ApplyMacroAction — Apply a macro to a ticket
• FollowTicketAction — Toggle following a ticket
• PinReplyAction — Pin/unpin internal notes

Custom Livewire Components

• TicketConversation — Full conversation thread with reply composer, canned response insertion, and note pinning
• SatisfactionRating — Display customer satisfaction rating with star visualization

Configuration

The plugin is configured through method chaining on the plugin instance:

EscalatedFilamentPlugin::make()
    ->navigationGroup('Support')    // Navigation group label (default: 'Support')
    ->agentGate('escalated-agent')  // Gate for agent access (default: 'escalated-agent')
    ->adminGate('escalated-admin')  // Gate for admin access (default: 'escalated-admin')

All other configuration (SLA, hosting modes, notifications, etc.) is managed by the core escalated-laravel package in config/escalated.php. See the escalated-laravel README for full configuration reference.

Publishing Views

php artisan vendor:publish --tag=escalated-filament-views

Screenshots

Coming soon.

Also Available For

• Escalated for Laravel — Laravel Composer package
• Escalated for Rails — Ruby on Rails engine
• Escalated for Django — Django reusable app
• Escalated for AdonisJS — AdonisJS v6 package
• Escalated for Filament — Filament admin panel plugin (you are here)
• Shared Frontend — Vue 3 + Inertia.js UI components

Same architecture, same ticket system — native Filament experience for Laravel admin panels.

License

MIT