Add email integration for ticket system and IMAP inbound support

Email integration: IMAP polling via webklex/php-imap (M365/Zoho/MIAB
compatible), TicketEmailProcessor with 3-strategy ticket matching
(In-Reply-To, References, subject line [EZSCALE-{id}]), signature and
quote stripping, scheduled command every 2min.

Outbound: 4 notification classes (TicketCreated, CustomerReply,
StaffReply, StatusChanged) with email threading headers via
withSymfonyMessage(). Staff replies set Reply-To: support@ezscale.cloud.

Frontend: ticket reference chips on all pages, "Via Email" badges on
email-originated replies. 12 new tests (163 total, 816 assertions).

Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>

website/.env.example

@@ -86,4 +86,16 @@ ENHANCE_API_KEY=
 SCREENSHOT_AUTH_ENABLED=false
 SCREENSHOT_TOKEN=
 
+# Support Ticket Email Integration
+SUPPORT_EMAIL=support@ezscale.cloud
+TICKET_EMAIL_POLLING=false
+IMAP_HOST=outlook.office365.com
+IMAP_PORT=993
+IMAP_ENCRYPTION=ssl
+IMAP_USERNAME=
+IMAP_PASSWORD=
+IMAP_VALIDATE_CERT=true
+IMAP_PROTOCOL=imap
+IMAP_FOLDER=INBOX
+
 VITE_APP_NAME="${APP_NAME}"

website/app/Console/Commands/ProcessTicketEmails.php

@@ -0,0 +1,48 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Console\Commands;
+
+use App\Services\Tickets\EmailServiceInterface;
+use App\Services\Tickets\TicketEmailProcessor;
+use Illuminate\Console\Command;
+use Illuminate\Support\Facades\Log;
+
+class ProcessTicketEmails extends Command
+{
+    protected $signature = 'tickets:process-emails';
+
+    protected $description = 'Fetch and process incoming support ticket emails via IMAP';
+
+    public function handle(EmailServiceInterface $emailService, TicketEmailProcessor $processor): int
+    {
+        if (! config('tickets.polling_enabled')) {
+            $this->warn('Ticket email polling is disabled. Set TICKET_EMAIL_POLLING=true to enable.');
+
+            return self::SUCCESS;
+        }
+
+        try {
+            $emails = $emailService->fetchNewEmails();
+            $count = count($emails);
+
+            foreach ($emails as $email) {
+                $processor->processEmail($email);
+            }
+
+            $this->info("Processed {$count} email(s).");
+            Log::info('Ticket email processing complete', ['count' => $count]);
+
+            return self::SUCCESS;
+        } catch (\Throwable $e) {
+            $this->error('Failed to process ticket emails: '.$e->getMessage());
+            Log::error('Ticket email processing failed', [
+                'error' => $e->getMessage(),
+                'trace' => $e->getTraceAsString(),
+            ]);
+
+            return self::FAILURE;
+        }
+    }
+}

website/app/Http/Controllers/Account/TicketController.php

@@ -7,8 +7,12 @@ namespace App\Http\Controllers\Account;
 use App\Http\Controllers\Controller;
 use App\Models\SupportTicket;
 use App\Models\TicketReply;
+use App\Models\User;
+use App\Notifications\TicketCreatedNotification;
+use App\Notifications\TicketCustomerReplyNotification;
 use Illuminate\Http\RedirectResponse;
 use Illuminate\Http\Request;
+use Illuminate\Support\Facades\Notification;
 use Inertia\Inertia;
 use Inertia\Response;
 
@@ -57,6 +61,10 @@ class TicketController extends Controller
             'is_staff_reply' => false,
         ]);
 
+        // Notify all admins about the new ticket
+        $admins = User::role('admin')->get();
+        Notification::send($admins, new TicketCreatedNotification($ticket));
+
         return redirect()->route('account.tickets.show', $ticket)
             ->with('success', 'Support ticket created successfully.');
     }
@@ -81,7 +89,7 @@ class TicketController extends Controller
             'body' => ['required', 'string', 'max:5000'],
         ]);
 
-        TicketReply::query()->create([
+        $reply = TicketReply::query()->create([
             'ticket_id' => $ticket->id,
             'user_id' => $request->user()->id,
             'body' => $validated['body'],
@@ -90,6 +98,10 @@ class TicketController extends Controller
 
         $ticket->update(['last_reply_at' => now()]);
 
+        // Notify all admins about the customer reply
+        $admins = User::role('admin')->get();
+        Notification::send($admins, new TicketCustomerReplyNotification($ticket, $reply));
+
         return redirect()->back()->with('success', 'Reply added successfully.');
     }
 

website/app/Http/Controllers/Admin/TicketController.php

@@ -8,6 +8,8 @@ use App\Http\Controllers\Controller;
 use App\Models\AuditLog;
 use App\Models\SupportTicket;
 use App\Models\TicketReply;
+use App\Notifications\TicketStaffReplyNotification;
+use App\Notifications\TicketStatusChangedNotification;
 use Illuminate\Http\RedirectResponse;
 use Illuminate\Http\Request;
 use Inertia\Inertia;
@@ -76,7 +78,7 @@ class TicketController extends Controller
             'status' => ['nullable', 'in:open,in_progress,waiting,closed'],
         ]);
 
-        TicketReply::query()->create([
+        $reply = TicketReply::query()->create([
             'ticket_id' => $ticket->id,
             'user_id' => $request->user()->id,
             'body' => $validated['body'],
@@ -91,6 +93,9 @@ class TicketController extends Controller
 
         $ticket->update($updateData);
 
+        // Notify the customer about the staff reply
+        $ticket->user?->notify(new TicketStaffReplyNotification($ticket, $reply));
+
         AuditLog::query()->create([
             'user_id' => $ticket->user_id,
             'admin_id' => $request->user()->id,
@@ -110,8 +115,13 @@ class TicketController extends Controller
             'status' => ['required', 'in:open,in_progress,waiting,closed'],
         ]);
 
+        $oldStatus = $ticket->status;
+
         $ticket->update(['status' => $validated['status']]);
 
+        // Notify the customer about the status change
+        $ticket->user?->notify(new TicketStatusChangedNotification($ticket, $oldStatus, $validated['status']));
+
         AuditLog::query()->create([
             'user_id' => $ticket->user_id,
             'admin_id' => $request->user()->id,

website/app/Models/SupportTicket.php

@@ -4,6 +4,7 @@ declare(strict_types=1);
 
 namespace App\Models;
 
+use Illuminate\Database\Eloquent\Builder;
 use Illuminate\Database\Eloquent\Factories\HasFactory;
 use Illuminate\Database\Eloquent\Model;
 use Illuminate\Database\Eloquent\Relations\BelongsTo;
@@ -15,6 +16,8 @@ class SupportTicket extends Model
 
     protected $fillable = [
         'user_id',
+        'ticket_reference',
+        'customer_email',
         'subject',
         'status',
         'priority',
@@ -30,6 +33,25 @@ class SupportTicket extends Model
         ];
     }
 
+    protected static function booted(): void
+    {
+        static::created(function (SupportTicket $ticket): void {
+            if (empty($ticket->ticket_reference)) {
+                $ticket->updateQuietly([
+                    'ticket_reference' => sprintf(
+                        config('tickets.ticket_reference_format'),
+                        $ticket->id
+                    ),
+                ]);
+            }
+        });
+    }
+
+    public function scopeByReference(Builder $query, string $reference): Builder
+    {
+        return $query->where('ticket_reference', $reference);
+    }
+
     public function user(): BelongsTo
     {
         return $this->belongsTo(User::class);

website/app/Models/TicketReply.php

@@ -17,6 +17,9 @@ class TicketReply extends Model
         'user_id',
         'body',
         'is_staff_reply',
+        'message_id',
+        'from_email',
+        'via_email',
     ];
 
     /** @return array<string, string> */
@@ -24,6 +27,7 @@ class TicketReply extends Model
     {
         return [
             'is_staff_reply' => 'boolean',
+            'via_email' => 'boolean',
         ];
     }
 

website/app/Notifications/TicketCreatedNotification.php

@@ -0,0 +1,56 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Notifications;
+
+use App\Models\SupportTicket;
+use Illuminate\Bus\Queueable;
+use Illuminate\Contracts\Queue\ShouldQueue;
+use Illuminate\Notifications\Messages\MailMessage;
+use Illuminate\Notifications\Notification;
+
+class TicketCreatedNotification extends Notification implements ShouldQueue
+{
+    use Queueable;
+
+    public function __construct(
+        public SupportTicket $ticket,
+    ) {}
+
+    /** @return array<int, string> */
+    public function via(object $notifiable): array
+    {
+        return ['mail', 'database'];
+    }
+
+    public function toMail(object $notifiable): MailMessage
+    {
+        $reference = $this->ticket->ticket_reference ?? '[EZSCALE-'.$this->ticket->id.']';
+        $adminUrl = 'https://'.config('app.domains.admin').'/tickets/'.$this->ticket->id;
+
+        return (new MailMessage)
+            ->subject('New Ticket: '.$this->ticket->subject.' '.$reference)
+            ->greeting("Hello {$notifiable->name}!")
+            ->line('A new support ticket has been created.')
+            ->line('**Subject:** '.$this->ticket->subject)
+            ->line('**Priority:** '.ucfirst($this->ticket->priority))
+            ->line('**Department:** '.ucfirst($this->ticket->department))
+            ->line('**Customer:** '.($this->ticket->user?->name ?? $this->ticket->customer_email ?? 'Unknown'))
+            ->action('View Ticket', $adminUrl)
+            ->line('Please review and respond at your earliest convenience.');
+    }
+
+    /** @return array<string, mixed> */
+    public function toArray(object $notifiable): array
+    {
+        return [
+            'type' => 'ticket_created',
+            'ticket_id' => $this->ticket->id,
+            'subject' => $this->ticket->subject,
+            'priority' => $this->ticket->priority,
+            'department' => $this->ticket->department,
+            'message' => 'New support ticket: '.$this->ticket->subject,
+        ];
+    }
+}

website/app/Notifications/TicketCustomerReplyNotification.php

@@ -0,0 +1,56 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Notifications;
+
+use App\Models\SupportTicket;
+use App\Models\TicketReply;
+use Illuminate\Bus\Queueable;
+use Illuminate\Contracts\Queue\ShouldQueue;
+use Illuminate\Notifications\Messages\MailMessage;
+use Illuminate\Notifications\Notification;
+
+class TicketCustomerReplyNotification extends Notification implements ShouldQueue
+{
+    use Queueable;
+
+    public function __construct(
+        public SupportTicket $ticket,
+        public TicketReply $reply,
+    ) {}
+
+    /** @return array<int, string> */
+    public function via(object $notifiable): array
+    {
+        return ['mail', 'database'];
+    }
+
+    public function toMail(object $notifiable): MailMessage
+    {
+        $reference = $this->ticket->ticket_reference ?? '[EZSCALE-'.$this->ticket->id.']';
+        $adminUrl = 'https://'.config('app.domains.admin').'/tickets/'.$this->ticket->id;
+
+        return (new MailMessage)
+            ->subject('Re: '.$this->ticket->subject.' '.$reference)
+            ->greeting("Hello {$notifiable->name}!")
+            ->line('A customer has replied to a support ticket.')
+            ->line('**Ticket:** '.$this->ticket->subject)
+            ->line('**Customer:** '.($this->reply->user?->name ?? $this->reply->from_email ?? 'Unknown'))
+            ->line($this->reply->body)
+            ->action('View Ticket', $adminUrl)
+            ->line('Please review and respond at your earliest convenience.');
+    }
+
+    /** @return array<string, mixed> */
+    public function toArray(object $notifiable): array
+    {
+        return [
+            'type' => 'ticket_customer_reply',
+            'ticket_id' => $this->ticket->id,
+            'reply_id' => $this->reply->id,
+            'subject' => $this->ticket->subject,
+            'message' => 'Customer replied to ticket: '.$this->ticket->subject,
+        ];
+    }
+}

website/app/Notifications/TicketStaffReplyNotification.php

@@ -0,0 +1,91 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Notifications;
+
+use App\Models\SupportTicket;
+use App\Models\TicketReply;
+use Illuminate\Bus\Queueable;
+use Illuminate\Contracts\Queue\ShouldQueue;
+use Illuminate\Notifications\Messages\MailMessage;
+use Illuminate\Notifications\Notification;
+
+class TicketStaffReplyNotification extends Notification implements ShouldQueue
+{
+    use Queueable;
+
+    public function __construct(
+        public SupportTicket $ticket,
+        public TicketReply $reply,
+    ) {}
+
+    /** @return array<int, string> */
+    public function via(object $notifiable): array
+    {
+        return ['mail', 'database'];
+    }
+
+    public function toMail(object $notifiable): MailMessage
+    {
+        $reference = $this->ticket->ticket_reference ?? '[EZSCALE-'.$this->ticket->id.']';
+        $host = parse_url((string) config('app.url'), PHP_URL_HOST) ?: 'ezscale.cloud';
+        $rawMessageId = 'ticket-'.$this->reply->id.'@'.$host;
+        $storedMessageId = '<'.$rawMessageId.'>';
+
+        // Store message_id on the reply for future threading
+        $this->reply->updateQuietly(['message_id' => $storedMessageId]);
+
+        $accountUrl = 'https://'.config('app.domains.account').'/tickets/'.$this->ticket->id;
+
+        $mail = (new MailMessage)
+            ->subject('Re: '.$this->ticket->subject.' '.$reference)
+            ->replyTo((string) config('tickets.support_email'))
+            ->greeting('Hello '.$notifiable->name.'!')
+            ->line($this->reply->body)
+            ->action('View Ticket', $accountUrl)
+            ->line('Reply to this email or click the button above to respond.');
+
+        $mail->withSymfonyMessage(function (\Symfony\Component\Mime\Email $message) use ($rawMessageId): void {
+            // Remove existing Message-ID header and replace with ours
+            $headers = $message->getHeaders();
+            if ($headers->has('Message-ID')) {
+                $headers->remove('Message-ID');
+            }
+            $headers->addIdHeader('Message-ID', $rawMessageId);
+
+            $lastReply = $this->ticket->replies()
+                ->whereNotNull('message_id')
+                ->where('id', '!=', $this->reply->id)
+                ->latest()
+                ->first();
+
+            if ($lastReply) {
+                $lastId = trim((string) $lastReply->message_id, '<>');
+                $headers->addIdHeader('In-Reply-To', $lastId);
+
+                $referenceIds = $this->ticket->replies()
+                    ->whereNotNull('message_id')
+                    ->where('id', '!=', $this->reply->id)
+                    ->pluck('message_id')
+                    ->map(fn (string $id): string => trim($id, '<>'))
+                    ->toArray();
+                $headers->addIdHeader('References', $referenceIds);
+            }
+        });
+
+        return $mail;
+    }
+
+    /** @return array<string, mixed> */
+    public function toArray(object $notifiable): array
+    {
+        return [
+            'type' => 'ticket_staff_reply',
+            'ticket_id' => $this->ticket->id,
+            'reply_id' => $this->reply->id,
+            'subject' => $this->ticket->subject,
+            'message' => 'Staff replied to your ticket: '.$this->ticket->subject,
+        ];
+    }
+}

website/app/Notifications/TicketStatusChangedNotification.php

@@ -0,0 +1,57 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Notifications;
+
+use App\Models\SupportTicket;
+use Illuminate\Bus\Queueable;
+use Illuminate\Contracts\Queue\ShouldQueue;
+use Illuminate\Notifications\Messages\MailMessage;
+use Illuminate\Notifications\Notification;
+
+class TicketStatusChangedNotification extends Notification implements ShouldQueue
+{
+    use Queueable;
+
+    public function __construct(
+        public SupportTicket $ticket,
+        public string $oldStatus,
+        public string $newStatus,
+    ) {}
+
+    /** @return array<int, string> */
+    public function via(object $notifiable): array
+    {
+        return ['mail', 'database'];
+    }
+
+    public function toMail(object $notifiable): MailMessage
+    {
+        $reference = $this->ticket->ticket_reference ?? '[EZSCALE-'.$this->ticket->id.']';
+        $accountUrl = 'https://'.config('app.domains.account').'/tickets/'.$this->ticket->id;
+        $formattedStatus = ucwords(str_replace('_', ' ', $this->newStatus));
+
+        return (new MailMessage)
+            ->subject($this->ticket->subject.' '.$reference.' - Status: '.$formattedStatus)
+            ->greeting('Hello '.$notifiable->name.'!')
+            ->line('The status of your support ticket has been updated.')
+            ->line('**Ticket:** '.$this->ticket->subject)
+            ->line('**New Status:** '.$formattedStatus)
+            ->action('View Ticket', $accountUrl)
+            ->line('Thank you for using EZSCALE support!');
+    }
+
+    /** @return array<string, mixed> */
+    public function toArray(object $notifiable): array
+    {
+        return [
+            'type' => 'ticket_status_changed',
+            'ticket_id' => $this->ticket->id,
+            'subject' => $this->ticket->subject,
+            'old_status' => $this->oldStatus,
+            'new_status' => $this->newStatus,
+            'message' => 'Ticket "'.$this->ticket->subject.'" status changed to '.ucwords(str_replace('_', ' ', $this->newStatus)),
+        ];
+    }
+}

website/app/Providers/AppServiceProvider.php

@@ -24,6 +24,10 @@ class AppServiceProvider extends ServiceProvider
         $this->app->singleton(RegisterResponseContract::class, RegisterResponse::class);
         $this->app->singleton(BillingServiceFactory::class);
         $this->app->singleton(ProvisioningFactory::class);
+        $this->app->bind(
+            \App\Services\Tickets\EmailServiceInterface::class,
+            \App\Services\Tickets\ImapEmailService::class
+        );
     }
 
     public function boot(): void

website/app/Services/Tickets/EmailServiceInterface.php

@@ -0,0 +1,13 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Services\Tickets;
+
+interface EmailServiceInterface
+{
+    /** @return array<int, ParsedEmail> */
+    public function fetchNewEmails(): array;
+
+    public function markAsProcessed(mixed $message): void;
+}

website/app/Services/Tickets/ImapEmailService.php

@@ -0,0 +1,150 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Services\Tickets;
+
+use Webklex\PHPIMAP\ClientManager;
+use Webklex\PHPIMAP\Message;
+
+class ImapEmailService implements EmailServiceInterface
+{
+    private ClientManager $clientManager;
+
+    public function __construct()
+    {
+        $this->clientManager = new ClientManager;
+    }
+
+    /** @return array<int, ParsedEmail> */
+    public function fetchNewEmails(): array
+    {
+        $client = $this->clientManager->make([
+            'host' => config('tickets.imap.host'),
+            'port' => config('tickets.imap.port'),
+            'encryption' => config('tickets.imap.encryption'),
+            'validate_cert' => config('tickets.imap.validate_cert'),
+            'username' => config('tickets.imap.username'),
+            'password' => config('tickets.imap.password'),
+            'protocol' => config('tickets.imap.protocol'),
+        ]);
+
+        $client->connect();
+
+        $folder = $client->getFolder((string) config('tickets.imap_folder'));
+
+        if ($folder === null) {
+            return [];
+        }
+
+        $messages = $folder->messages()->unseen()->get();
+
+        $emails = [];
+        foreach ($messages as $message) {
+            /** @var Message $message */
+            $from = $this->extractFromAddress($message);
+            $subject = (string) $message->getSubject();
+            $body = $this->cleanBody($message);
+            $messageId = (string) $message->getMessageId();
+            $inReplyTo = $this->extractHeader($message, 'in_reply_to');
+            $references = $this->extractHeader($message, 'references');
+
+            $emails[] = new ParsedEmail(
+                messageId: $messageId,
+                from: $from,
+                subject: $subject,
+                body: $body,
+                inReplyTo: $inReplyTo,
+                references: $references,
+            );
+
+            $this->markAsProcessed($message);
+        }
+
+        return $emails;
+    }
+
+    public function markAsProcessed(mixed $message): void
+    {
+        if ($message instanceof Message) {
+            $message->setFlag('Seen');
+        }
+    }
+
+    private function extractFromAddress(Message $message): string
+    {
+        $from = $message->getFrom();
+        if ($from && count($from) > 0) {
+            return (string) $from->first()->mail;
+        }
+
+        return '';
+    }
+
+    private function extractHeader(Message $message, string $header): ?string
+    {
+        $value = $message->get($header);
+        if ($value !== null && (string) $value !== '') {
+            return (string) $value;
+        }
+
+        return null;
+    }
+
+    private function cleanBody(Message $message): string
+    {
+        $body = $message->hasTextBody()
+            ? (string) $message->getTextBody()
+            : strip_tags((string) $message->getHTMLBody());
+
+        return $this->stripSignaturesAndQuotes($body);
+    }
+
+    public static function stripSignaturesAndQuotes(string $body): string
+    {
+        // Strip email signatures
+        $signaturePatterns = [
+            '/^--\s*$/m',
+            '/^_{3,}$/m',
+            '/^Sent from my .+$/mi',
+            '/^Get Outlook for .+$/mi',
+            '/^Sent from .+$/mi',
+        ];
+
+        foreach ($signaturePatterns as $pattern) {
+            if (preg_match($pattern, $body, $matches, \PREG_OFFSET_CAPTURE)) {
+                $body = substr($body, 0, (int) $matches[0][1]);
+            }
+        }
+
+        // Strip quoted text (lines starting with >)
+        $lines = explode("\n", $body);
+        $cleanLines = [];
+        $hitQuote = false;
+
+        foreach ($lines as $line) {
+            // Check for "On <date> <person> wrote:" pattern
+            if (preg_match('/^On .+ wrote:\s*$/i', $line)) {
+                $hitQuote = true;
+
+                continue;
+            }
+
+            // Check for lines starting with >
+            if (str_starts_with(trim($line), '>')) {
+                $hitQuote = true;
+
+                continue;
+            }
+
+            // Once we hit quoted content, skip remaining lines
+            if ($hitQuote) {
+                continue;
+            }
+
+            $cleanLines[] = $line;
+        }
+
+        return trim(implode("\n", $cleanLines));
+    }
+}

website/app/Services/Tickets/ParsedEmail.php

@@ -0,0 +1,17 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Services\Tickets;
+
+class ParsedEmail
+{
+    public function __construct(
+        public readonly string $messageId,
+        public readonly string $from,
+        public readonly string $subject,
+        public readonly string $body,
+        public readonly ?string $inReplyTo = null,
+        public readonly ?string $references = null,
+    ) {}
+}

website/app/Services/Tickets/TicketEmailProcessor.php

@@ -0,0 +1,144 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Services\Tickets;
+
+use App\Models\SupportTicket;
+use App\Models\TicketReply;
+use App\Models\User;
+use App\Notifications\TicketCreatedNotification;
+use App\Notifications\TicketCustomerReplyNotification;
+use App\Notifications\TicketStaffReplyNotification;
+use Illuminate\Support\Facades\Log;
+use Illuminate\Support\Facades\Notification;
+
+class TicketEmailProcessor
+{
+    public function processEmail(ParsedEmail $email): void
+    {
+        $ticket = $this->findTicketFromEmail($email);
+
+        if ($ticket) {
+            $this->addReplyToTicket($ticket, $email);
+        } else {
+            $this->createNewTicket($email);
+        }
+    }
+
+    public function findTicketFromEmail(ParsedEmail $email): ?SupportTicket
+    {
+        // Strategy 1: Match by In-Reply-To header against ticket_replies.message_id
+        if ($email->inReplyTo) {
+            $reply = TicketReply::query()
+                ->where('message_id', $email->inReplyTo)
+                ->first();
+
+            if ($reply) {
+                return $reply->ticket;
+            }
+        }
+
+        // Strategy 2: Match by References header against ticket_replies.message_id
+        if ($email->references) {
+            $referenceIds = preg_split('/\s+/', $email->references);
+            if ($referenceIds) {
+                $reply = TicketReply::query()
+                    ->whereIn('message_id', $referenceIds)
+                    ->latest()
+                    ->first();
+
+                if ($reply) {
+                    return $reply->ticket;
+                }
+            }
+        }
+
+        // Strategy 3: Match by subject line ticket reference [EZSCALE-{id}]
+        $regex = config('tickets.ticket_reference_regex');
+        if (preg_match($regex, $email->subject, $matches)) {
+            $ticketId = (int) $matches[1];
+
+            return SupportTicket::query()->find($ticketId);
+        }
+
+        return null;
+    }
+
+    private function addReplyToTicket(SupportTicket $ticket, ParsedEmail $email): void
+    {
+        $isStaff = $this->isStaffEmail($email->from);
+        $user = User::query()->where('email', $email->from)->first();
+
+        $reply = TicketReply::query()->create([
+            'ticket_id' => $ticket->id,
+            'user_id' => $user?->id,
+            'body' => $email->body,
+            'is_staff_reply' => $isStaff,
+            'message_id' => $email->messageId,
+            'from_email' => $email->from,
+            'via_email' => true,
+        ]);
+
+        $ticket->update([
+            'last_reply_at' => now(),
+            'status' => $ticket->status === 'closed' ? 'open' : $ticket->status,
+        ]);
+
+        // Send appropriate notifications
+        if ($isStaff) {
+            $ticket->user?->notify(new TicketStaffReplyNotification($ticket, $reply));
+        } else {
+            $admins = User::role('admin')->get();
+            Notification::send($admins, new TicketCustomerReplyNotification($ticket, $reply));
+        }
+
+        Log::info('Email reply added to ticket', [
+            'ticket_id' => $ticket->id,
+            'from' => $email->from,
+            'is_staff' => $isStaff,
+        ]);
+    }
+
+    private function createNewTicket(ParsedEmail $email): void
+    {
+        $user = User::query()->where('email', $email->from)->first();
+
+        $ticket = SupportTicket::query()->create([
+            'user_id' => $user?->id,
+            'customer_email' => $email->from,
+            'subject' => $email->subject,
+            'status' => 'open',
+            'priority' => 'medium',
+            'department' => config('tickets.default_department'),
+            'last_reply_at' => now(),
+        ]);
+
+        TicketReply::query()->create([
+            'ticket_id' => $ticket->id,
+            'user_id' => $user?->id,
+            'body' => $email->body,
+            'is_staff_reply' => false,
+            'message_id' => $email->messageId,
+            'from_email' => $email->from,
+            'via_email' => true,
+        ]);
+
+        // Notify admins about the new ticket
+        $admins = User::role('admin')->get();
+        Notification::send($admins, new TicketCreatedNotification($ticket));
+
+        Log::info('New ticket created from email', [
+            'ticket_id' => $ticket->id,
+            'from' => $email->from,
+            'subject' => $email->subject,
+        ]);
+    }
+
+    public function isStaffEmail(string $email): bool
+    {
+        $user = User::query()->where('email', $email)->first();
+
+        return $user?->hasRole('admin') ?? false;
+    }
+}

website/composer.json

@@ -17,7 +17,8 @@
         "laravel/passport": "^13.4",
         "laravel/tinker": "^2.10.1",
         "spatie/laravel-permission": "^6.24",
-        "srmklive/paypal": "^3.0"
+        "srmklive/paypal": "^3.0",
+        "webklex/php-imap": "^6.2"
     },
     "require-dev": {
         "fakerphp/faker": "^1.23",

website/composer.lock

@@ -4,7 +4,7 @@
         "Read more about it at https://getcomposer.org/doc/01-basic-usage.md#installing-dependencies",
         "This file is @generated automatically"
     ],
-    "content-hash": "7166e8eccf92defcc15b9e2bdb8d8108",
+    "content-hash": "7ed919792a4edfaad8af686d9fdf0522",
     "packages": [
         {
             "name": "bacon/bacon-qr-code",
@@ -7773,6 +7773,87 @@
                 }
             ],
             "time": "2024-11-21T01:49:47+00:00"
+        },
+        {
+            "name": "webklex/php-imap",
+            "version": "6.2.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/Webklex/php-imap.git",
+                "reference": "6b8ef85d621bbbaf52741b00cca8e9237e2b2e05"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/Webklex/php-imap/zipball/6b8ef85d621bbbaf52741b00cca8e9237e2b2e05",
+                "reference": "6b8ef85d621bbbaf52741b00cca8e9237e2b2e05",
+                "shasum": ""
+            },
+            "require": {
+                "ext-fileinfo": "*",
+                "ext-iconv": "*",
+                "ext-json": "*",
+                "ext-libxml": "*",
+                "ext-mbstring": "*",
+                "ext-openssl": "*",
+                "ext-zip": "*",
+                "illuminate/pagination": ">=5.0.0",
+                "nesbot/carbon": "^2.62.1|^3.2.4",
+                "php": "^8.0.2",
+                "symfony/http-foundation": ">=2.8.0"
+            },
+            "require-dev": {
+                "phpunit/phpunit": "^9.5.10"
+            },
+            "suggest": {
+                "symfony/mime": "Recomended for better extension support",
+                "symfony/var-dumper": "Usefull tool for debugging"
+            },
+            "type": "library",
+            "extra": {
+                "branch-alias": {
+                    "dev-master": "6.0-dev"
+                }
+            },
+            "autoload": {
+                "psr-4": {
+                    "Webklex\\PHPIMAP\\": "src"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Malte Goldenbaum",
+                    "email": "github@webklex.com",
+                    "role": "Developer"
+                }
+            ],
+            "description": "PHP IMAP client",
+            "homepage": "https://github.com/webklex/php-imap",
+            "keywords": [
+                "imap",
+                "mail",
+                "php-imap",
+                "pop3",
+                "webklex"
+            ],
+            "support": {
+                "issues": "https://github.com/Webklex/php-imap/issues",
+                "source": "https://github.com/Webklex/php-imap/tree/6.2.0"
+            },
+            "funding": [
+                {
+                    "url": "https://www.buymeacoffee.com/webklex",
+                    "type": "custom"
+                },
+                {
+                    "url": "https://ko-fi.com/webklex",
+                    "type": "ko_fi"
+                }
+            ],
+            "time": "2025-04-25T06:02:37+00:00"
         }
     ],
     "packages-dev": [

website/config/tickets.php

@@ -0,0 +1,26 @@
+<?php
+
+declare(strict_types=1);
+
+return [
+    'support_email' => env('SUPPORT_EMAIL', 'support@ezscale.cloud'),
+
+    'imap' => [
+        'host' => env('IMAP_HOST', 'outlook.office365.com'),
+        'port' => (int) env('IMAP_PORT', 993),
+        'encryption' => env('IMAP_ENCRYPTION', 'ssl'),
+        'username' => env('IMAP_USERNAME'),
+        'password' => env('IMAP_PASSWORD'),
+        'validate_cert' => (bool) env('IMAP_VALIDATE_CERT', true),
+        'protocol' => env('IMAP_PROTOCOL', 'imap'),
+    ],
+
+    'polling_enabled' => (bool) env('TICKET_EMAIL_POLLING', false),
+    'imap_folder' => env('IMAP_FOLDER', 'INBOX'),
+
+    'ticket_reference_format' => '[EZSCALE-%d]',
+    'ticket_reference_regex' => '/\[EZSCALE-(\d+)\]/i',
+
+    'departments' => ['billing', 'technical', 'sales', 'general'],
+    'default_department' => 'general',
+];

website/database/factories/SupportTicketFactory.php

@@ -20,6 +20,8 @@ class SupportTicketFactory extends Factory
     {
         return [
             'user_id' => User::factory(),
+            'ticket_reference' => null,
+            'customer_email' => null,
             'subject' => fake()->sentence(),
             'status' => fake()->randomElement(['open', 'in_progress', 'waiting', 'closed']),
             'priority' => fake()->randomElement(['low', 'medium', 'high', 'urgent']),

website/database/factories/TicketReplyFactory.php

@@ -24,6 +24,9 @@ class TicketReplyFactory extends Factory
             'user_id' => User::factory(),
             'body' => fake()->paragraphs(2, true),
             'is_staff_reply' => false,
+            'message_id' => null,
+            'from_email' => null,
+            'via_email' => false,
         ];
     }
 
@@ -33,4 +36,13 @@ class TicketReplyFactory extends Factory
             'is_staff_reply' => true,
         ]);
     }
+
+    public function viaEmail(?string $fromEmail = null): static
+    {
+        return $this->state(fn (array $attributes): array => [
+            'via_email' => true,
+            'from_email' => $fromEmail ?? fake()->safeEmail(),
+            'message_id' => '<'.fake()->uuid().'@example.com>',
+        ]);
+    }
 }

website/database/migrations/2026_02_09_220000_add_email_fields_to_ticket_system.php

@@ -0,0 +1,53 @@
+<?php
+
+declare(strict_types=1);
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::table('support_tickets', function (Blueprint $table): void {
+            $table->string('ticket_reference')->nullable()->unique()->after('id');
+            $table->string('customer_email')->nullable()->index()->after('user_id');
+        });
+
+        // Make user_id nullable to support tickets created via email from unknown senders
+        Schema::table('support_tickets', function (Blueprint $table): void {
+            $table->unsignedBigInteger('user_id')->nullable()->change();
+        });
+
+        Schema::table('ticket_replies', function (Blueprint $table): void {
+            $table->string('message_id')->nullable()->index()->after('is_staff_reply');
+            $table->string('from_email')->nullable()->after('message_id');
+            $table->boolean('via_email')->default(false)->after('from_email');
+        });
+
+        // Make user_id nullable to support replies from unknown email senders
+        Schema::table('ticket_replies', function (Blueprint $table): void {
+            $table->unsignedBigInteger('user_id')->nullable()->change();
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('support_tickets', function (Blueprint $table): void {
+            $table->dropColumn(['ticket_reference', 'customer_email']);
+        });
+
+        Schema::table('support_tickets', function (Blueprint $table): void {
+            $table->unsignedBigInteger('user_id')->nullable(false)->change();
+        });
+
+        Schema::table('ticket_replies', function (Blueprint $table): void {
+            $table->dropColumn(['message_id', 'from_email', 'via_email']);
+        });
+
+        Schema::table('ticket_replies', function (Blueprint $table): void {
+            $table->unsignedBigInteger('user_id')->nullable(false)->change();
+        });
+    }
+};

website/resources/ts/Pages/Admin/Tickets/Index.vue

@@ -173,6 +173,15 @@ function formatDate(dateStr: string): string {
             </td>
             <td class="text-body-2 font-weight-medium">
               {{ ticket.subject }}
+              <VChip
+                v-if="ticket.ticket_reference"
+                size="x-small"
+                color="secondary"
+                variant="tonal"
+                class="ms-2"
+              >
+                {{ ticket.ticket_reference }}
+              </VChip>
             </td>
             <td>
               <div class="d-flex flex-column">

website/resources/ts/Pages/Admin/Tickets/Show.vue

@@ -97,6 +97,14 @@ function getUserInitial(name: string): string {
         <div>
           <div class="d-flex align-center gap-2">
             <span class="text-h4 font-weight-bold">Ticket #{{ ticket.id }}</span>
+            <VChip
+              v-if="ticket.ticket_reference"
+              size="small"
+              color="secondary"
+              variant="tonal"
+            >
+              {{ ticket.ticket_reference }}
+            </VChip>
             <VChip
               :color="resolveTicketStatusColor(ticket.status)"
               size="small"
@@ -162,7 +170,7 @@ function getUserInitial(name: string): string {
                 </VAvatar>
                 <div>
                   <div class="text-body-1 font-weight-medium">
-                    {{ reply.user?.name ?? 'Unknown' }}
+                    {{ reply.user?.name ?? reply.from_email ?? 'Unknown' }}
                     <VChip
                       v-if="reply.is_staff_reply"
                       size="x-small"
@@ -171,6 +179,15 @@ function getUserInitial(name: string): string {
                     >
                       Staff
                     </VChip>
+                    <VChip
+                      v-if="reply.via_email"
+                      size="x-small"
+                      color="info"
+                      variant="tonal"
+                      class="ms-2"
+                    >
+                      Via Email
+                    </VChip>
                   </div>
                   <div class="text-caption text-medium-emphasis">
                     {{ formatDateTime(reply.created_at) }}

website/resources/ts/Pages/Tickets/Index.vue

@@ -73,6 +73,15 @@ function formatStatus(status: string): string {
           <tr v-for="ticket in tickets.data" :key="ticket.id">
             <td class="text-body-2 font-weight-medium">
               {{ ticket.subject }}
+              <VChip
+                v-if="ticket.ticket_reference"
+                size="x-small"
+                color="secondary"
+                variant="tonal"
+                class="ms-2"
+              >
+                {{ ticket.ticket_reference }}
+              </VChip>
             </td>
             <td>
               <VChip

website/resources/ts/Pages/Tickets/Show.vue

@@ -76,6 +76,14 @@ function getUserInitial(name: string): string {
           <div>
             <div class="d-flex align-center ga-3 mb-2">
               <span class="text-h5 font-weight-bold">{{ ticket.subject }}</span>
+              <VChip
+                v-if="ticket.ticket_reference"
+                size="small"
+                color="secondary"
+                variant="tonal"
+              >
+                {{ ticket.ticket_reference }}
+              </VChip>
               <VChip
                 :color="resolveTicketStatusColor(ticket.status)"
                 size="small"
@@ -134,7 +142,7 @@ function getUserInitial(name: string): string {
             </VAvatar>
             <div>
               <div class="text-body-1 font-weight-medium">
-                {{ reply.user?.name ?? 'Unknown' }}
+                {{ reply.user?.name ?? reply.from_email ?? 'Unknown' }}
                 <VChip
                   v-if="reply.is_staff_reply"
                   size="x-small"
@@ -143,6 +151,15 @@ function getUserInitial(name: string): string {
                 >
                   Staff
                 </VChip>
+                <VChip
+                  v-if="reply.via_email"
+                  size="x-small"
+                  color="info"
+                  variant="tonal"
+                  class="ms-2"
+                >
+                  Via Email
+                </VChip>
               </div>
               <div class="text-caption text-medium-emphasis">
                 {{ formatDateTime(reply.created_at) }}

website/resources/ts/types/index.ts

@@ -166,6 +166,8 @@ export interface CouponRedemption {
 export interface SupportTicket {
   id: number
   user_id: number
+  ticket_reference: string | null
+  customer_email: string | null
   subject: string
   status: 'open' | 'in_progress' | 'waiting' | 'closed'
   priority: 'low' | 'medium' | 'high' | 'urgent'
@@ -189,6 +191,9 @@ export interface TicketReply {
   user_id: number
   body: string
   is_staff_reply: boolean
+  message_id: string | null
+  from_email: string | null
+  via_email: boolean
   created_at: string
   updated_at: string
   user?: {

website/routes/console.php

@@ -9,3 +9,4 @@ Artisan::command('inspire', function () {
 })->purpose('Display an inspiring quote');
 
 Schedule::command('billing:process-dunning')->daily()->at('06:00');
+Schedule::command('tickets:process-emails')->everyTwoMinutes()->withoutOverlapping();

website/tests/Feature/TicketEmailProcessingTest.php

@@ -0,0 +1,285 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Models\SupportTicket;
+use App\Models\TicketReply;
+use App\Models\User;
+use App\Notifications\TicketCreatedNotification;
+use App\Notifications\TicketCustomerReplyNotification;
+use App\Notifications\TicketStaffReplyNotification;
+use App\Notifications\TicketStatusChangedNotification;
+use App\Services\Tickets\ImapEmailService;
+use App\Services\Tickets\ParsedEmail;
+use App\Services\Tickets\TicketEmailProcessor;
+use Database\Seeders\RoleAndPermissionSeeder;
+use Illuminate\Support\Facades\Notification;
+
+beforeEach(function (): void {
+    $this->seed(RoleAndPermissionSeeder::class);
+    $this->accountUrl = 'http://'.config('app.domains.account');
+    $this->adminUrl = 'http://'.config('app.domains.admin');
+});
+
+// ---------------------------------------------------------------------------
+// Ticket Reference Auto-Generation
+// ---------------------------------------------------------------------------
+describe('Ticket Reference', function (): void {
+    it('auto-generates ticket reference on create', function (): void {
+        $customer = User::factory()->customer()->create();
+
+        $ticket = SupportTicket::factory()->create([
+            'user_id' => $customer->id,
+        ]);
+
+        $ticket->refresh();
+
+        expect($ticket->ticket_reference)->toBe('[EZSCALE-'.$ticket->id.']');
+    });
+});
+
+// ---------------------------------------------------------------------------
+// Email Processing - New Tickets
+// ---------------------------------------------------------------------------
+describe('TicketEmailProcessor - New Tickets', function (): void {
+    it('creates new ticket from email for known user', function (): void {
+        Notification::fake();
+
+        $customer = User::factory()->customer()->create(['email' => 'customer@example.com']);
+        User::factory()->admin()->create();
+
+        $processor = app(TicketEmailProcessor::class);
+
+        $email = new ParsedEmail(
+            messageId: '<msg-001@example.com>',
+            from: 'customer@example.com',
+            subject: 'Need help with VPS',
+            body: 'I cannot connect to my VPS server.',
+        );
+
+        $processor->processEmail($email);
+
+        $ticket = SupportTicket::where('customer_email', 'customer@example.com')->first();
+
+        expect($ticket)->not->toBeNull()
+            ->and($ticket->user_id)->toBe($customer->id)
+            ->and($ticket->subject)->toBe('Need help with VPS')
+            ->and($ticket->status)->toBe('open')
+            ->and($ticket->department)->toBe('general');
+
+        $reply = TicketReply::where('ticket_id', $ticket->id)->first();
+        expect($reply->body)->toBe('I cannot connect to my VPS server.')
+            ->and($reply->via_email)->toBeTrue()
+            ->and($reply->from_email)->toBe('customer@example.com')
+            ->and($reply->message_id)->toBe('<msg-001@example.com>');
+
+        Notification::assertSentTo(
+            User::role('admin')->first(),
+            TicketCreatedNotification::class
+        );
+    });
+
+    it('creates new ticket from email for unknown sender', function (): void {
+        Notification::fake();
+
+        User::factory()->admin()->create();
+
+        $processor = app(TicketEmailProcessor::class);
+
+        $email = new ParsedEmail(
+            messageId: '<msg-002@example.com>',
+            from: 'stranger@example.com',
+            subject: 'Pricing question',
+            body: 'How much does a VPS cost?',
+        );
+
+        $processor->processEmail($email);
+
+        $ticket = SupportTicket::where('customer_email', 'stranger@example.com')->first();
+
+        expect($ticket)->not->toBeNull()
+            ->and($ticket->user_id)->toBeNull()
+            ->and($ticket->subject)->toBe('Pricing question');
+
+        $reply = TicketReply::where('ticket_id', $ticket->id)->first();
+        expect($reply->user_id)->toBeNull()
+            ->and($reply->from_email)->toBe('stranger@example.com')
+            ->and($reply->via_email)->toBeTrue();
+    });
+});
+
+// ---------------------------------------------------------------------------
+// Email Processing - Reply Matching
+// ---------------------------------------------------------------------------
+describe('TicketEmailProcessor - Reply Matching', function (): void {
+    it('matches reply by subject reference [EZSCALE-{id}]', function (): void {
+        Notification::fake();
+
+        $customer = User::factory()->customer()->create(['email' => 'customer@example.com']);
+        User::factory()->admin()->create();
+
+        $ticket = SupportTicket::factory()->open()->create([
+            'user_id' => $customer->id,
+            'subject' => 'Server issue',
+        ]);
+        $ticket->refresh(); // ensure ticket_reference is populated
+
+        $processor = app(TicketEmailProcessor::class);
+
+        $email = new ParsedEmail(
+            messageId: '<msg-reply-001@example.com>',
+            from: 'customer@example.com',
+            subject: 'Re: Server issue '.$ticket->ticket_reference,
+            body: 'Here is additional info.',
+        );
+
+        $processor->processEmail($email);
+
+        $replies = TicketReply::where('ticket_id', $ticket->id)->get();
+
+        expect($replies)->toHaveCount(1)
+            ->and($replies->first()->body)->toBe('Here is additional info.')
+            ->and($replies->first()->via_email)->toBeTrue();
+    });
+
+    it('matches reply by In-Reply-To header', function (): void {
+        Notification::fake();
+
+        $customer = User::factory()->customer()->create(['email' => 'customer@example.com']);
+        User::factory()->admin()->create();
+
+        $ticket = SupportTicket::factory()->open()->create([
+            'user_id' => $customer->id,
+        ]);
+
+        $existingReply = TicketReply::factory()->create([
+            'ticket_id' => $ticket->id,
+            'user_id' => $customer->id,
+            'message_id' => '<original-msg@example.com>',
+        ]);
+
+        $processor = app(TicketEmailProcessor::class);
+
+        $email = new ParsedEmail(
+            messageId: '<msg-reply-002@example.com>',
+            from: 'customer@example.com',
+            subject: 'Re: Something totally different',
+            body: 'Follow-up information.',
+            inReplyTo: '<original-msg@example.com>',
+        );
+
+        $processor->processEmail($email);
+
+        $newReplies = TicketReply::where('ticket_id', $ticket->id)
+            ->where('id', '!=', $existingReply->id)
+            ->get();
+
+        expect($newReplies)->toHaveCount(1)
+            ->and($newReplies->first()->body)->toBe('Follow-up information.');
+    });
+});
+
+// ---------------------------------------------------------------------------
+// Body Cleaning
+// ---------------------------------------------------------------------------
+describe('Email Body Cleaning', function (): void {
+    it('strips email signatures', function (): void {
+        $body = "Hello, I need help with my VPS.\n\n-- \nJohn Doe\nSenior Developer";
+
+        $cleaned = ImapEmailService::stripSignaturesAndQuotes($body);
+
+        expect($cleaned)->toBe('Hello, I need help with my VPS.');
+    });
+
+    it('strips quoted content', function (): void {
+        $body = "Thank you for the update.\n\nOn Mon, Feb 9, 2026 John wrote:\n> Original message here\n> More quoted text";
+
+        $cleaned = ImapEmailService::stripSignaturesAndQuotes($body);
+
+        expect($cleaned)->toBe('Thank you for the update.');
+    });
+});
+
+// ---------------------------------------------------------------------------
+// Artisan Command
+// ---------------------------------------------------------------------------
+describe('ProcessTicketEmails Command', function (): void {
+    it('exits with warning when polling is disabled', function (): void {
+        config(['tickets.polling_enabled' => false]);
+
+        $this->artisan('tickets:process-emails')
+            ->expectsOutput('Ticket email polling is disabled. Set TICKET_EMAIL_POLLING=true to enable.')
+            ->assertExitCode(0);
+    });
+});
+
+// ---------------------------------------------------------------------------
+// Notification Integration
+// ---------------------------------------------------------------------------
+describe('Ticket Notifications', function (): void {
+    it('sends admin notification when customer creates ticket via web', function (): void {
+        Notification::fake();
+
+        $customer = User::factory()->customer()->create();
+        $admin = User::factory()->admin()->create();
+
+        $this->actingAs($customer)
+            ->post($this->accountUrl.'/tickets', [
+                'subject' => 'Help with billing',
+                'department' => 'billing',
+                'priority' => 'medium',
+                'message' => 'I need help understanding my invoice details.',
+            ])
+            ->assertRedirect();
+
+        Notification::assertSentTo($admin, TicketCreatedNotification::class);
+    });
+
+    it('sends customer notification when staff replies', function (): void {
+        Notification::fake();
+
+        $admin = User::factory()->admin()->create();
+        $customer = User::factory()->customer()->create();
+        $ticket = SupportTicket::factory()->open()->create(['user_id' => $customer->id]);
+
+        $this->actingAs($admin)
+            ->post($this->adminUrl.'/tickets/'.$ticket->id.'/reply', [
+                'body' => 'We are looking into this right now.',
+            ])
+            ->assertRedirect();
+
+        Notification::assertSentTo($customer, TicketStaffReplyNotification::class);
+    });
+
+    it('sends customer notification when status changes', function (): void {
+        Notification::fake();
+
+        $admin = User::factory()->admin()->create();
+        $customer = User::factory()->customer()->create();
+        $ticket = SupportTicket::factory()->open()->create(['user_id' => $customer->id]);
+
+        $this->actingAs($admin)
+            ->put($this->adminUrl.'/tickets/'.$ticket->id.'/status', [
+                'status' => 'in_progress',
+            ])
+            ->assertRedirect();
+
+        Notification::assertSentTo($customer, TicketStatusChangedNotification::class);
+    });
+
+    it('sends admin notification when customer replies', function (): void {
+        Notification::fake();
+
+        $customer = User::factory()->customer()->create();
+        $admin = User::factory()->admin()->create();
+        $ticket = SupportTicket::factory()->open()->create(['user_id' => $customer->id]);
+
+        $this->actingAs($customer)
+            ->post($this->accountUrl.'/tickets/'.$ticket->id.'/reply', [
+                'body' => 'I have more details about my issue.',
+            ])
+            ->assertRedirect();
+
+        Notification::assertSentTo($admin, TicketCustomerReplyNotification::class);
+    });
+});