Documentation

Getting Started

Escalated is an open-source, embeddable support ticket system with a shared Inertia.js UI. Install the adapter for your framework and you're ready to go.

Installation

Choose your framework to see the installation instructions.

1. Require the package

bash

$ composer require escalated/escalated-laravel

2. Publish and run migrations

bash

$ php artisan escalated:install
$ php artisan migrate

3. Register the routes

Add the Escalated routes to your routes/web.php:

php

use Escalated\Laravel\Escalated;

Escalated::routes();

4. Publish the configuration (optional)

bash

$ php artisan vendor:publish --tag=escalated-config

1. Add the gem

bash

$ bundle add escalated-rails

2. Run the installer

bash

$ rails generate escalated:install
$ rails db:migrate

3. Mount the engine

Add the engine to your config/routes.rb:

ruby

Rails.application.routes.draw do
  mount Escalated::Engine, at: "/support"
end

1. Install the package

bash

$ pip install escalated-django

2. Add to installed apps

In your settings.py:

python

INSTALLED_APPS = [
    ...
    "escalated",
]

3. Run migrations and add URLs

bash

$ python manage.py migrate

In your urls.py:

python

from django.urls import path, include

urlpatterns = [
    ...
    path("support/", include("escalated.urls")),
]

Configuration

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

Common configuration options

prefixThe URL prefix for Escalated routes (default: /support)
middlewareMiddleware applied to all Escalated routes
user_modelThe user model class used for ticket ownership and assignment
table_prefixPrefix for database tables (default: escalated_)

Tickets

Tickets are the core of Escalated. Each ticket is a long-lived state machine with a full conversation history, priority levels, and assignment tracking.

Tickets support custom statuses, priority levels, tags, SLA tracking, and rich conversations with attachments. Every ticket lives in your database and follows your application's data lifecycle.

Conversations

Each ticket contains a threaded conversation between the requester and support agents. Internal notes let your team collaborate without exposing messages to the customer.

Statuses & Priorities

Escalated treats tickets as state machines. Define custom statuses, transition rules, and priority levels that match your support workflow.

OpenPendingIn ProgressResolvedClosed

SLAs & Escalation

Define service level agreements with response time targets, resolution deadlines, and automatic escalation rules. Escalated tracks SLA compliance and can trigger notifications when thresholds are breached.

Notifications

Escalated uses your framework's native notification system. Email notifications, webhook integrations, and custom notification channels are all supported through your existing infrastructure.

Contributing

Escalated is open source and community-driven. Contributions are welcome across all framework adapters and the shared UI.

View Repository Report an Issue