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Documentation / Configuration

Documentation

Configuration

Escalated works out of the box with sensible defaults. Configuration is optional but available for customization.

Configuration options

  • routes.prefix -- The URL prefix for all Escalated routes (default: support)
  • routes.middleware -- Middleware applied to customer routes (default: ['web', 'auth'])
  • user_model -- The user model class (default: App\Models\User)
  • table_prefix -- Prefix for database tables (default: escalated_)
  • tickets.allow_customer_close -- Whether customers can close their own tickets (default: true)
  • tickets.auto_close_resolved_after_days -- Auto-close resolved tickets after N days (default: 7)
  • sla.business_hours_only -- Only count business hours for SLA targets (default: false)
  • ui.enabled -- Enable or disable the built-in Inertia UI (default: true)
  • notifications.channels -- Notification channels (default: ['mail', 'database'])

Admin settings and modules

Recent platform updates add configuration and management screens for:

  • Custom fields with conditional visibility rules
  • Custom statuses and business hours schedules
  • Roles (RBAC), skills-based routing, and agent capacity
  • Audit log review
  • Automations and outbound webhooks
  • CSAT survey behavior
  • SSO and two-factor authentication
  • Data retention policies and purge behavior
  • Email channel settings
  • Custom objects and records

Headless mode

Escalated can run without the built-in Inertia UI. Set the UI toggle to disabled and the package provides only the backend: API routes, management commands, events, migrations, and the plugin runtime. Teams that want Blade, Livewire, Django templates, ERB, or any custom frontend can use Escalated as a headless ticketing engine.

When the UI is disabled:

  • Agent, admin, customer, and guest web routes are not registered
  • Inertia shared props / middleware are skipped
  • The rendering layer is not loaded
  • API routes, inbound email webhooks, commands, and plugin endpoints still work normally

Framework configuration

  • Laravel -- set ESCALATED_UI_ENABLED=false in .env or 'ui' => ['enabled' => false] in config/escalated.php
  • Django -- set "UI_ENABLED": False in your ESCALATED settings dict
  • Rails -- set config.escalated.ui_enabled = false in your initializer
  • Filament -- the Filament plugin is UI-only by design; disable it by removing the plugin from your panel provider. The underlying escalated-laravel package continues to provide core functionality.

Custom rendering

When the UI is enabled, all controllers use a renderer abstraction instead of calling the UI framework directly. You can swap the default renderer with your own implementation:

Laravel

// In a service provider
$this->app->singleton(
    \Escalated\Laravel\Contracts\EscalatedUiRenderer::class,
    \App\Support\BladeUiRenderer::class
);

Django

# settings.py
ESCALATED = {
    "UI_RENDERER": "myapp.renderers.DjangoTemplateRenderer",
}

Rails

# config/initializers/escalated.rb
Escalated.configure do |config|
  config.ui_renderer = MyApp::ErbRenderer.new
end

Publishing assets

# Publish config file
php artisan vendor:publish --tag=escalated-config

# Publish email templates for customization
php artisan vendor:publish --tag=escalated-views

# Publish migrations (if you need to customize)
php artisan vendor:publish --tag=escalated-migrations