The HelpCenter & Knowledge Base add-on provides a complete customer support solution — a ticket management system with departments, custom fields, AI-powered assistance, and PDF export, plus an integrated knowledge base for self-service documentation.
Pricing: This is a paid add-on, available from the Larapen Marketplace.
Key Features
Ticket System
- Ticket management — Customers (guests or authenticated users) submit support tickets; admins view, respond, assign, and close them.
- Departments — Route tickets to the right team (e.g., Technical Support, Billing, Sales). Each department has a dedicated email address.
- Ticket replies — Threaded conversation between the customer and support staff. Admins can add internal notes visible only to staff.
- Custom fields — Define dynamic form fields per department (text, select, checkbox, file, etc.) to collect structured information on ticket creation.
- Ticket statuses — Open, in progress, waiting for customer, waiting for agent, resolved, closed.
- Priority levels — Low, medium, high, urgent.
- File attachments — Attach files to tickets and replies with configurable size limits and allowed file types.
- Ticket merging — Merge duplicate tickets into a single conversation thread.
- PDF export — Download any ticket conversation as a formatted PDF document for archival or sharing.
- Auto-close — Automatically close resolved tickets after a configurable number of days of inactivity.
AI Assistant
- Reply suggestions — AI-powered draft replies based on ticket context, using the Laravel AI SDK.
- Summarization — Generate concise summaries of long ticket conversations.
- Translation — Translate ticket content and replies between languages.
Knowledge Base
- Collections — Group articles into themed collections with icons, descriptions, and translatable names. Supports nested sub-collections.
- Articles — Write detailed documentation articles with rich content, SEO metadata, excerpts, and estimated reading time. All fields are translatable.
- Helpful votes — Readers can vote "Helpful: Yes / No" on each article to help improve content.
- View counts — Track which articles are most popular.
- Related articles — Automatically display related articles from the same collection.
- Search — Full-text search across all knowledge base articles.
- Public / Private — Control article and KB visibility (public for everyone, or restricted to authenticated users).
Admin Panel
| Section | Description |
|---|---|
| Dashboard | Overview with ticket statistics (total, open, in progress, waiting, resolved, closed) and filterable ticket table. |
| Tickets | View, filter, reply to, merge, export as PDF, and manage all support tickets. |
| Departments | Create and manage support departments with dedicated email addresses. |
| Custom Fields | Define custom fields for ticket submission forms, scoped per department. |
| KB Articles | Create and manage knowledge base articles with rich content and SEO metadata. |
| KB Collections | Create and manage article collections with icons and nesting. |
| AI Assistant | AI-powered reply suggestions, summarization, and translation (requires AI provider configuration). |
| Settings | Configure ticket behavior, notifications, knowledge base options, and attachment settings. |
Front-end
- Submit a ticket — Ticket submission form with department selection, custom fields, priority, and file attachments. Available to guests and authenticated users.
- "My Tickets" — Logged-in users can view, reply to, and close their support tickets.
- Knowledge Base portal — Browse collections, search articles, and read documentation.
- Article detail pages — Read articles with estimated reading time, vote on helpfulness, and discover related articles.
Configuration
- Guest access — Allow non-authenticated users to create tickets (enabled by default).
- Auto-close — Auto-close resolved tickets after N days of inactivity.
- Attachments — Toggle file attachments, set max file size, and configure allowed file types.
- Priority selection — Show or hide the priority selector on the ticket creation form.
- Customer close — Allow customers to close their own tickets.
- Response time — Set expected response time displayed to customers.
- Notifications — Toggle email notifications for new tickets, replies, and confirmations.
- KB settings — Control search bar, reading time display, helpful votes, related articles, and KB access restrictions.
Dependencies
barryvdh/laravel-dompdf— Required for PDF export.laravel/ai— Required for AI assistant features (optional; the rest of the add-on works without it).
Ideal for
- Customer support and technical assistance.
- Documentation portals and help centers.
- Internal IT helpdesks and knowledge management.
- SaaS products needing customer-facing support.
- Product support desks with per-product departments and custom fields.