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@mpge mpge released this 06 Apr 08:30
· 136 commits to main since this release
v1.0.0
8df309f

Escalated for Laravel v1.0.0

The first stable release of Escalated for Laravel — a full-featured, embeddable support ticket system.

Highlights

  • Laravel 13 + Inertia v3 support with backwards compatibility for Laravel 11/12 and Inertia v2
  • Core-only boot mode — run Escalated without the Inertia UI (API/headless)
  • 6 critical security vulnerabilities fixed
  • 36 new features since v0.6.0

New Features

Ticket Management

  • Custom Fields & Forms — define custom fields per ticket type with conditional logic
  • Custom Statuses — configurable ticket status workflows beyond open/closed
  • Ticket Merging — merge duplicate tickets into a single thread
  • Problem/Incident Linking — link related tickets as problem/incident pairs
  • Side Conversations — private threads within a ticket for internal collaboration
  • Ticket Type Categorization — categorize tickets with automation support
  • Advanced Search — expanded search to requester, with advanced filter params

Agent Workflows

  • Custom Agent Roles / RBAC — granular role-based access control for agents
  • Agent Collision Detection — prevent multiple agents from working the same ticket
  • Light Agents — view-only agent access for stakeholders
  • Skills-Based Routing — route tickets to agents based on skill matching
  • Agent Capacity Management — set and enforce agent workload limits
  • Configurable User Display Column — choose which user field shows in agent selects

Automation & Rules

  • Time-Based Automations — trigger actions based on time conditions (idle tickets, SLA breach)
  • Outbound Webhooks — send ticket events to external services
  • Escalation Rule Categories — organize escalation rules by category

Knowledge Base

  • Knowledge Base — full KB with articles, categories, and controllers

Reporting & Analytics

  • Enhanced Reporting — ReportingService with expanded report types
  • CSAT Settings — customer satisfaction survey configuration

Authentication & Security

  • Two-Factor Authentication — TOTP-based 2FA for agents
  • SSO Service — single sign-on integration with SAML validation
  • JWT & DKIM Validation — token and email authentication verification
  • 6 Critical Security Fixes — patched vulnerabilities in input validation, auth, and data exposure

Data Management

  • Import System — CLI command + admin UI for importing tickets, users, and settings
  • ImportService — orchestrator with entity persistence, resumability, and event suppression
  • Audit Log — full audit trail of all actions

Platform & Extensibility

  • Plugin Bridge — JSON-RPC communication with SDK-based plugins
  • Plugin Marketplace Command — artisan escalated:plugins for discovering plugins
  • Business Hours & Schedules — define working hours for SLA calculation
  • Granular Permission Seeder — default roles with fine-grained permissions
  • Show/Hide Powered By — configurable branding setting

Framework Support

  • Laravel 13 + Inertia v3 — full support while maintaining backwards compat
  • Core-Only Boot Mode — run without Inertia UI for API-only deployments
  • Configurable Table Prefix — consistent prefix support across all migrations

Bug Fixes

  • Register LogTicketStatusChange listener for TicketStatusChanged event
  • Resolve bugs in model functions PR
  • Pass $prefix to Schema::create closure via use() keyword
  • Fix missing use ($prefix) in knowledge base migration closure
  • Update Inertia render path for Plugins page
  • Prevent false positive trait detection in addHasTicketsTrait

Upgrading from v0.6.0

composer require escalated-dev/escalated-laravel:^1.0
php artisan migrate
php artisan escalated:install --force

Review the new config options in config/escalated.php after upgrading.

Full Changelog: v0.6.0...v1.0.0

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