Support Portal for FreeScout

A web-based support portal that integrates with FreeScout (support ticketing system), providing a user-friendly form interface for submitting and tracking support requests.

Features

• 🎫 Create Multiple Request Types - Onboarding, Problem, Change, Software Request, Access Request, and more
• 🔐 Flexible Authentication - Supports LDAP/Active Directory and local authentication
• 📝 Dynamic Forms - Conditional field logic based on request type
• 📎 File Attachments - Upload files with ticket submissions
• 🔍 Ticket Dashboard - View all your submitted tickets with real-time status updates
• 💬 Two-Way Communication - Reply to tickets and view responses from support staff
• 📊 Status Tracking - Monitor ticket progress (Active, Pending, Closed) with automatic updates
• 🎨 Customizable Branding - Configure company logo, colors, and portal name
• 🔄 Auto-save - Automatic form data saving to prevent loss

Prerequisites

Required

• PHP 8.0+ with extensions:
  • pdo_sqlite
  • ldap (if using LDAP authentication)
  • curl
  • json
  • mbstring
  • fileinfo
• Composer - PHP dependency manager
• Web Server - Apache or Nginx
• FreeScout Installation with the API Module (required)

FreeScout Modules

The following FreeScout modules are required or optional for full functionality:

Required Modules

• API Module - Enables REST API access for ticket creation and management
  • Without this module, the application cannot communicate with FreeScout
  • Available from the FreeScout Modules marketplace

Optional Modules (Enhance Functionality)

• Custom Fields Module - Allows mapping form fields to custom FreeScout fields
  • Enables structured data storage beyond the ticket body
  • Recommended for better ticket organization and reporting
• Tags Module - Supports automatic tagging of tickets by request type
  • Improves ticket categorization and filtering
  • Recommended for multi-team helpdesk operations

Note: The application will work with just the API module, but custom fields and tags will be ignored if those modules are not installed in FreeScout.

Installation

1. Clone the Repository

git clone https://github.com/jeffcaldwellca/support-portal.git
cd support-portal

2. Install Dependencies

composer install

3. Configure Environment

Copy the example environment file and configure it:

cp .env.example .env

Edit .env with your settings:

# FreeScout Integration (REQUIRED)
FREESCOUT_API_KEY=your_api_key_here
FREESCOUT_API_URL=https://your-freescout-instance.com/api
FREESCOUT_MAILBOX_ID=1

# Authentication
ENABLE_LDAP_AUTH=true
ENABLE_LOCAL_AUTH=false
DISABLE_AUTH=false

# LDAP Configuration (if ENABLE_LDAP_AUTH=true)
LDAP_HOST=ldap.yourdomain.com
LDAP_PORT=389
LDAP_BASE_DN=dc=yourdomain,dc=com
# ... (see .env.example for all options)

# Application
APP_DEBUG=false
APP_LOG_LEVEL=info

4. Set Up Database and Directories

# Create necessary directories
mkdir -p data uploads logs tmp/cache

# Set permissions
chmod 755 data uploads logs tmp/cache

The SQLite database will be created automatically on first run.

5. Configure Web Server

Apache

Point your DocumentRoot to the public directory:

<VirtualHost *:80>
    ServerName helpdesk.yourdomain.com
    DocumentRoot /var/www/html/public

    <Directory /var/www/html/public>
        AllowOverride All
        Require all granted

        RewriteEngine On
        RewriteCond %{REQUEST_FILENAME} !-f
        RewriteCond %{REQUEST_FILENAME} !-d
        RewriteRule ^ index.php [QSA,L]
    </Directory>

    ErrorLog /var/log/apache2/helpdesk_error.log
    CustomLog /var/log/apache2/helpdesk_access.log combined
</VirtualHost>

Enable required modules:

sudo a2enmod rewrite headers
sudo systemctl restart apache2

Nginx

server {
    listen 80;
    server_name helpdesk.yourdomain.com;
    root /var/www/html/public;

    index index.php;

    location / {
        try_files $uri $uri/ /index.php?$query_string;
    }

    location ~ \.php$ {
        fastcgi_pass unix:/var/run/php/php8.0-fpm.sock;
        fastcgi_index index.php;
        fastcgi_param SCRIPT_FILENAME $document_root$fastcgi_script_name;
        include fastcgi_params;
    }
}

6. Configure FreeScout

1. Install the API Module in FreeScout (required)
2. Generate an API key in FreeScout: Settings → API
3. Add the API key to your .env file
4. Set the Mailbox ID - Find your mailbox ID in FreeScout: Manage → Mailboxes (the ID is visible in the URL when editing a mailbox, or via the API)
5. (Optional) Install Custom Fields and Tags modules to FreeScout for enhanced functionality
6. (Optional) Configure custom fields in FreeScout that match your form field names

Configuration

FreeScout Environment Variables

Finding your Mailbox ID:

• Navigate to FreeScout Admin > Manage > Mailboxes
• Click on the mailbox you want to use
• The mailbox ID is the number in the URL (e.g., /mailboxes/1/edit means ID is 1)
• Alternatively, use the FreeScout API: GET /api/mailboxes to list all mailboxes with their IDs

Form Fields

Form fields are defined in config/form_fields.yaml.

FreeScout Integration

Configure how form fields map to FreeScout in config/form_fields.yaml or config/freescout_mappings.php.

Authentication

The application supports three authentication modes:

1. LDAP Only - Corporate directory authentication
2. Local Auth Only - SQLite-based local accounts
3. Both - Users choose their authentication method

Branding

Customize the appearance of your helpdesk portal:

COMPANY_NAME="Your Company Inc."
COMPANY_SHORT_NAME="Your Company"
PORTAL_TITLE="IT Helpdesk"
PORTAL_NAME="Support Portal"
BRAND_ICON=bi-headset
USE_LOGO=true
[email protected]
SUPPORT_PHONE="+1 (555) 123-4567"
[email protected]
SELF_SERVICE_URL=https://kb.yourcompany.com

Managing Local Users

When local authentication is enabled, you can manage user accounts:

Self-Service Registration

Users can create their own accounts at /auth/register when ENABLE_LOCAL_AUTH=true.

Command-Line Management

# Create a user
php bin/manage-local-users.php create username [email protected] "Full Name"

# List all users
php bin/manage-local-users.php list

# Reset password
php bin/manage-local-users.php reset-password username

# Disable/enable user
php bin/manage-local-users.php disable username
php bin/manage-local-users.php enable username

# Delete user
php bin/manage-local-users.php delete username

Usage

Submitting a New Ticket

1. Access the Portal - Navigate to your configured URL
2. Sign In - Use LDAP or local credentials
3. Select Request Type - Choose from available ticket types
4. Fill Out Form - Complete required fields
5. Attach Files - Add any relevant screenshots or documents (optional)
6. Submit - Ticket is created in FreeScout and you'll receive a confirmation

Managing Your Tickets

After submitting tickets, you can:

• View Your Ticket Dashboard - Click "My Tickets" to see all your submitted tickets
• Check Status - See real-time status updates (Active, Pending, Closed)
• Read Responses - View all replies and updates from the support team
• Reply to Tickets - Add additional information or ask follow-up questions
• Track Progress - Monitor the conversation history and resolution status

Each ticket shows:

• Ticket subject and type
• Current status with color-coded badges
• Submission date and time
• Full conversation thread with all messages
• Option to add new replies while ticket is active

Troubleshooting

FreeScout API Issues

Problem: Tickets not being created in FreeScout

Solutions:

1. Verify API module is installed and enabled in FreeScout
2. Check API key is correct in .env
3. Verify FreeScout API URL is accessible from the server
4. Check FreeScout mailbox ID exists
5. Review logs in logs/app.log

Authentication Issues

Problem: LDAP authentication fails

Solutions:

1. Verify LDAP server is accessible
2. Check LDAP credentials and base DN
3. Test LDAP connection from server: ldapsearch -x -H ldap://server -D "user" -W -b "dc=domain,dc=com"
4. Review logs in logs/app.log

Problem: Cannot create local account

Solution: Ensure ENABLE_LOCAL_AUTH=true in .env

File Upload Issues

Problem: File uploads fail

Solutions:

1. Check uploads/ directory permissions (755 or 775)
2. Verify PHP upload limits: upload_max_filesize and post_max_size
3. Check disk space

Development

Running Locally

# Using PHP built-in server (development only)
php -S localhost:8000 -t public

### Running Tests

```bash
composer test

Security Considerations

• API Keys - Store in .env, never commit to version control
• LDAP Credentials - Use service account with minimal permissions
• File Uploads - Validate file types and sizes
• Database - SQLite file should be read-only by web server (600 permissions)
• HTTPS - Always use HTTPS in production
• Session Security - HttpOnly and Secure flags enabled on cookies

Support

• Review application logs in logs/app.log

Acknowledgments

This project is built on top of FreeScout, an open-source help desk and shared inbox application. Good work, team!

• FreeScout Website: https://freescout.net/
• FreeScout GitHub: https://github.com/freescout-helpdesk/freescout

License

This project is licensed under the GNU General Public License v3.0 - see the LICENSE file for details.