feat: add advanced features — KB, tickets v2, multi-currency, cart, quotes, affiliates, credits, staff RBAC, fraud detection, service panels

Major additions:
- Knowledge base with categories, articles, revisions, and voting
- Enhanced ticket system: departments, SLA policies, canned responses, tags, custom fields, satisfaction ratings, internal notes
- Multi-currency support with exchange rate sync
- Shopping cart and quote system with PDF generation
- Affiliate program with referrals, commissions, and payouts
- Account credits, credit notes, and debit notes
- Staff management with granular role-based permissions
- Fraud detection and order risk assessment
- ServerHunter SEO integration
- Service lifecycle events (suspend/unsuspend/terminate)
- Service management panels for VPS, Dedicated, Hosting, and Game servers
- Plan lifecycle fields and per-customer overrides
- 30+ migrations, 17 factories, 8 feature test suites

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>

website/app/Models/AccountCredit.php

@@ -0,0 +1,48 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\MorphTo;
+
+class AccountCredit extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'user_id',
+        'amount',
+        'currency',
+        'type',
+        'description',
+        'reference_type',
+        'reference_id',
+        'created_by',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'amount' => 'decimal:2',
+        ];
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+
+    public function creator(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'created_by');
+    }
+
+    public function referenceable(): MorphTo
+    {
+        return $this->morphTo(__FUNCTION__, 'reference_type', 'reference_id');
+    }
+}

website/app/Models/Affiliate.php

@@ -0,0 +1,79 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Support\Str;
+
+class Affiliate extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'user_id',
+        'referral_code',
+        'status',
+        'commission_type',
+        'commission_rate',
+        'recurring_commissions',
+        'minimum_payout',
+        'total_earned',
+        'total_paid',
+        'pending_balance',
+        'approved_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'commission_rate' => 'decimal:2',
+            'minimum_payout' => 'decimal:2',
+            'total_earned' => 'decimal:2',
+            'total_paid' => 'decimal:2',
+            'pending_balance' => 'decimal:2',
+            'recurring_commissions' => 'boolean',
+            'approved_at' => 'datetime',
+        ];
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+
+    public function referrals(): HasMany
+    {
+        return $this->hasMany(AffiliateReferral::class);
+    }
+
+    public function commissions(): HasMany
+    {
+        return $this->hasMany(AffiliateCommission::class);
+    }
+
+    public function payouts(): HasMany
+    {
+        return $this->hasMany(AffiliatePayout::class);
+    }
+
+    public static function generateReferralCode(): string
+    {
+        do {
+            $code = Str::lower(Str::random(8));
+        } while (self::where('referral_code', $code)->exists());
+
+        return $code;
+    }
+
+    public function referralUrl(): string
+    {
+        $marketingDomain = config('app.domains.marketing');
+
+        return 'https://'.$marketingDomain.'?ref='.$this->referral_code;
+    }
+}

website/app/Models/AffiliateCommission.php

@@ -0,0 +1,50 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class AffiliateCommission extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'affiliate_id',
+        'referral_id',
+        'payment_transaction_id',
+        'amount',
+        'currency',
+        'type',
+        'status',
+        'approved_at',
+        'paid_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'amount' => 'decimal:2',
+            'approved_at' => 'datetime',
+            'paid_at' => 'datetime',
+        ];
+    }
+
+    public function affiliate(): BelongsTo
+    {
+        return $this->belongsTo(Affiliate::class);
+    }
+
+    public function referral(): BelongsTo
+    {
+        return $this->belongsTo(AffiliateReferral::class, 'referral_id');
+    }
+
+    public function paymentTransaction(): BelongsTo
+    {
+        return $this->belongsTo(PaymentTransaction::class);
+    }
+}

website/app/Models/AffiliatePayout.php

@@ -0,0 +1,37 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class AffiliatePayout extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'affiliate_id',
+        'amount',
+        'currency',
+        'method',
+        'status',
+        'reference',
+        'processed_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'amount' => 'decimal:2',
+            'processed_at' => 'datetime',
+        ];
+    }
+
+    public function affiliate(): BelongsTo
+    {
+        return $this->belongsTo(Affiliate::class);
+    }
+}

website/app/Models/AffiliateReferral.php

@@ -0,0 +1,47 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Laravel\Cashier\Subscription;
+
+class AffiliateReferral extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'affiliate_id',
+        'referred_user_id',
+        'subscription_id',
+        'status',
+        'signup_ip',
+        'referral_url',
+        'approved_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'approved_at' => 'datetime',
+        ];
+    }
+
+    public function affiliate(): BelongsTo
+    {
+        return $this->belongsTo(Affiliate::class);
+    }
+
+    public function referredUser(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'referred_user_id');
+    }
+
+    public function subscription(): BelongsTo
+    {
+        return $this->belongsTo(Subscription::class);
+    }
+}

website/app/Models/ArticleRevision.php

@@ -0,0 +1,27 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class ArticleRevision extends Model
+{
+    protected $fillable = [
+        'article_id',
+        'content',
+        'edited_by',
+    ];
+
+    public function article(): BelongsTo
+    {
+        return $this->belongsTo(KnowledgeBaseArticle::class, 'article_id');
+    }
+
+    public function editor(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'edited_by');
+    }
+}

website/app/Models/ArticleVote.php

@@ -0,0 +1,36 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class ArticleVote extends Model
+{
+    protected $fillable = [
+        'article_id',
+        'user_id',
+        'is_helpful',
+        'ip_address',
+    ];
+
+    /** @return array<string, string> */
+    protected function casts(): array
+    {
+        return [
+            'is_helpful' => 'boolean',
+        ];
+    }
+
+    public function article(): BelongsTo
+    {
+        return $this->belongsTo(KnowledgeBaseArticle::class, 'article_id');
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+}

website/app/Models/CannedResponse.php

@@ -0,0 +1,36 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class CannedResponse extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'title',
+        'content',
+        'category',
+        'is_shared',
+        'created_by',
+        'usage_count',
+    ];
+
+    /** @return array<string, string> */
+    protected function casts(): array
+    {
+        return [
+            'is_shared' => 'boolean',
+        ];
+    }
+
+    public function creator(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'created_by');
+    }
+}

website/app/Models/CartItem.php

@@ -0,0 +1,44 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class CartItem extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'user_id',
+        'session_id',
+        'plan_id',
+        'billing_cycle',
+        'quantity',
+        'config_selections',
+        'provisioning_config',
+        'coupon_code',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'quantity' => 'integer',
+            'config_selections' => 'array',
+            'provisioning_config' => 'array',
+        ];
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+
+    public function plan(): BelongsTo
+    {
+        return $this->belongsTo(Plan::class);
+    }
+}

website/app/Models/CreditNote.php

@@ -0,0 +1,61 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\MorphMany;
+use Illuminate\Support\Str;
+
+class CreditNote extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'user_id',
+        'invoice_id',
+        'number',
+        'amount',
+        'currency',
+        'reason',
+        'status',
+        'issued_at',
+        'created_by',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'amount' => 'decimal:2',
+            'issued_at' => 'datetime',
+        ];
+    }
+
+    public static function generateNumber(): string
+    {
+        return 'CN-'.strtoupper(Str::random(6));
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+
+    public function invoice(): BelongsTo
+    {
+        return $this->belongsTo(Invoice::class);
+    }
+
+    public function creator(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'created_by');
+    }
+
+    public function accountCredits(): MorphMany
+    {
+        return $this->morphMany(AccountCredit::class, 'referenceable', 'reference_type', 'reference_id');
+    }
+}

website/app/Models/Currency.php

@@ -0,0 +1,46 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Builder;
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+
+class Currency extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'code',
+        'symbol',
+        'name',
+        'decimal_places',
+        'exchange_rate',
+        'is_base',
+        'is_enabled',
+        'last_synced_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'decimal_places' => 'integer',
+            'exchange_rate' => 'decimal:6',
+            'is_base' => 'boolean',
+            'is_enabled' => 'boolean',
+            'last_synced_at' => 'datetime',
+        ];
+    }
+
+    public function scopeEnabled(Builder $query): Builder
+    {
+        return $query->where('is_enabled', true);
+    }
+
+    public function scopeBase(Builder $query): Builder
+    {
+        return $query->where('is_base', true);
+    }
+}

website/app/Models/DebitNote.php

@@ -0,0 +1,56 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Support\Str;
+
+class DebitNote extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'user_id',
+        'invoice_id',
+        'number',
+        'amount',
+        'currency',
+        'reason_type',
+        'reason',
+        'status',
+        'issued_at',
+        'created_by',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'amount' => 'decimal:2',
+            'issued_at' => 'datetime',
+        ];
+    }
+
+    public static function generateNumber(): string
+    {
+        return 'DN-'.strtoupper(Str::random(6));
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+
+    public function invoice(): BelongsTo
+    {
+        return $this->belongsTo(Invoice::class);
+    }
+
+    public function creator(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'created_by');
+    }
+}

website/app/Models/Department.php

@@ -0,0 +1,39 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+class Department extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'name',
+        'slug',
+        'email',
+        'auto_assign_to',
+        'sla_policy_id',
+        'sort_order',
+    ];
+
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(SupportTicket::class);
+    }
+
+    public function slaPolicy(): BelongsTo
+    {
+        return $this->belongsTo(SlaPolicy::class);
+    }
+
+    public function autoAssignee(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'auto_assign_to');
+    }
+}

website/app/Models/KnowledgeBaseArticle.php

@@ -0,0 +1,93 @@
+<?php
+
+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;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+class KnowledgeBaseArticle extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'category_id',
+        'author_id',
+        'title',
+        'slug',
+        'content',
+        'excerpt',
+        'status',
+        'is_featured',
+        'view_count',
+        'helpful_count',
+        'not_helpful_count',
+        'published_at',
+    ];
+
+    /** @return array<string, string> */
+    protected function casts(): array
+    {
+        return [
+            'is_featured' => 'boolean',
+            'view_count' => 'integer',
+            'helpful_count' => 'integer',
+            'not_helpful_count' => 'integer',
+            'published_at' => 'datetime',
+        ];
+    }
+
+    public function category(): BelongsTo
+    {
+        return $this->belongsTo(KnowledgeBaseCategory::class, 'category_id');
+    }
+
+    public function author(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'author_id');
+    }
+
+    public function revisions(): HasMany
+    {
+        return $this->hasMany(ArticleRevision::class, 'article_id');
+    }
+
+    public function votes(): HasMany
+    {
+        return $this->hasMany(ArticleVote::class, 'article_id');
+    }
+
+    public function scopePublished(Builder $query): Builder
+    {
+        return $query->where('status', 'published')
+            ->where('published_at', '<=', now());
+    }
+
+    public function scopeFeatured(Builder $query): Builder
+    {
+        return $query->where('is_featured', true);
+    }
+
+    public function scopeSearch(Builder $query, string $search): Builder
+    {
+        return $query->whereRaw(
+            'MATCH(title, content) AGAINST(? IN BOOLEAN MODE)',
+            [$search.'*']
+        );
+    }
+
+    public function helpfulPercentage(): float
+    {
+        $total = $this->helpful_count + $this->not_helpful_count;
+
+        if ($total === 0) {
+            return 0.0;
+        }
+
+        return round(($this->helpful_count / $total) * 100, 1);
+    }
+}

website/app/Models/KnowledgeBaseCategory.php

@@ -0,0 +1,75 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Builder;
+use Illuminate\Database\Eloquent\Collection;
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+class KnowledgeBaseCategory extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'parent_id',
+        'name',
+        'slug',
+        'description',
+        'icon',
+        'sort_order',
+        'is_visible',
+    ];
+
+    /** @return array<string, string> */
+    protected function casts(): array
+    {
+        return [
+            'sort_order' => 'integer',
+            'is_visible' => 'boolean',
+        ];
+    }
+
+    public function parent(): BelongsTo
+    {
+        return $this->belongsTo(self::class, 'parent_id');
+    }
+
+    public function children(): HasMany
+    {
+        return $this->hasMany(self::class, 'parent_id');
+    }
+
+    public function articles(): HasMany
+    {
+        return $this->hasMany(KnowledgeBaseArticle::class, 'category_id');
+    }
+
+    public function scopeVisible(Builder $query): Builder
+    {
+        return $query->where('is_visible', true);
+    }
+
+    public function scopeRoot(Builder $query): Builder
+    {
+        return $query->whereNull('parent_id');
+    }
+
+    /** @return Collection<int, self> */
+    public function getAncestors(): Collection
+    {
+        $ancestors = new Collection;
+        $current = $this->parent;
+
+        while ($current) {
+            $ancestors->prepend($current);
+            $current = $current->parent;
+        }
+
+        return $ancestors;
+    }
+}

website/app/Models/OrderRiskAssessment.php

@@ -0,0 +1,49 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class OrderRiskAssessment extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'order_id',
+        'user_id',
+        'risk_score',
+        'risk_level',
+        'checks',
+        'auto_action',
+        'reviewed_by',
+        'reviewed_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'checks' => 'array',
+            'risk_score' => 'integer',
+            'reviewed_at' => 'datetime',
+        ];
+    }
+
+    public function order(): BelongsTo
+    {
+        return $this->belongsTo(Order::class);
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+
+    public function reviewer(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'reviewed_by');
+    }
+}

website/app/Models/Plan.php

@@ -4,6 +4,7 @@ declare(strict_types=1);
 
 namespace App\Models;
 
+use App\Services\Billing\CurrencyService;
 use Illuminate\Database\Eloquent\Builder;
 use Illuminate\Database\Eloquent\Factories\HasFactory;
 use Illuminate\Database\Eloquent\Model;
@@ -30,6 +31,10 @@ class Plan extends Model
         'stock_quantity',
         'status',
         'sort_order',
+        'days_to_suspend',
+        'days_to_terminate',
+        'auto_suspend_enabled',
+        'auto_terminate_enabled',
     ];
 
     protected function casts(): array
@@ -40,6 +45,10 @@ class Plan extends Model
             'provisioning_config' => 'array',
             'stock_quantity' => 'integer',
             'sort_order' => 'integer',
+            'days_to_suspend' => 'integer',
+            'days_to_terminate' => 'integer',
+            'auto_suspend_enabled' => 'boolean',
+            'auto_terminate_enabled' => 'boolean',
         ];
     }
 
@@ -81,6 +90,18 @@ class Plan extends Model
         return true;
     }
 
+    public function priceInCurrency(string $currency): float
+    {
+        if (strtoupper($currency) === strtoupper($this->currency ?? 'USD')) {
+            return (float) $this->price;
+        }
+
+        /** @var CurrencyService $currencyService */
+        $currencyService = app(CurrencyService::class);
+
+        return $currencyService->convert((float) $this->price, $this->currency ?? 'USD', $currency);
+    }
+
     public function scopePublic(Builder $query): Builder
     {
         return $query->whereNotIn('status', ['hidden', 'internal', 'inactive']);

website/app/Models/Quote.php

@@ -0,0 +1,96 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Support\Str;
+
+class Quote extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'user_id',
+        'prospect_email',
+        'prospect_name',
+        'number',
+        'status',
+        'items',
+        'subtotal',
+        'tax',
+        'total',
+        'currency',
+        'notes',
+        'valid_until',
+        'accepted_at',
+        'sent_at',
+        'created_by',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'items' => 'array',
+            'subtotal' => 'decimal:2',
+            'tax' => 'decimal:2',
+            'total' => 'decimal:2',
+            'valid_until' => 'date',
+            'accepted_at' => 'datetime',
+            'sent_at' => 'datetime',
+        ];
+    }
+
+    public static function generateNumber(): string
+    {
+        return 'QT-'.strtoupper(Str::random(6));
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+
+    public function creator(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'created_by');
+    }
+
+    public function isExpired(): bool
+    {
+        if (! $this->valid_until) {
+            return false;
+        }
+
+        return $this->valid_until->isPast();
+    }
+
+    public function markAccepted(): void
+    {
+        $this->update([
+            'status' => 'accepted',
+            'accepted_at' => now(),
+        ]);
+    }
+
+    public function markSent(): void
+    {
+        $this->update([
+            'status' => 'sent',
+            'sent_at' => now(),
+        ]);
+    }
+
+    public function getRecipientEmail(): ?string
+    {
+        return $this->user?->email ?? $this->prospect_email;
+    }
+
+    public function getRecipientName(): ?string
+    {
+        return $this->user?->name ?? $this->prospect_name;
+    }
+}

website/app/Models/SlaBusinessHours.php

@@ -0,0 +1,25 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Model;
+
+class SlaBusinessHours extends Model
+{
+    protected $fillable = [
+        'day_of_week',
+        'start_time',
+        'end_time',
+        'is_holiday',
+    ];
+
+    /** @return array<string, string> */
+    protected function casts(): array
+    {
+        return [
+            'is_holiday' => 'boolean',
+        ];
+    }
+}

website/app/Models/SlaPolicy.php

@@ -0,0 +1,35 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+class SlaPolicy extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'name',
+        'priority',
+        'first_response_hours',
+        'resolution_hours',
+        'business_hours_only',
+    ];
+
+    /** @return array<string, string> */
+    protected function casts(): array
+    {
+        return [
+            'business_hours_only' => 'boolean',
+        ];
+    }
+
+    public function departments(): HasMany
+    {
+        return $this->hasMany(Department::class);
+    }
+}

website/app/Models/SupportTicket.php

@@ -8,7 +8,9 @@ use Illuminate\Database\Eloquent\Builder;
 use Illuminate\Database\Eloquent\Factories\HasFactory;
 use Illuminate\Database\Eloquent\Model;
 use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\BelongsToMany;
 use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Database\Eloquent\Relations\HasOne;
 
 class SupportTicket extends Model
 {
@@ -22,6 +24,16 @@ class SupportTicket extends Model
         'status',
         'priority',
         'department',
+        'department_id',
+        'assigned_to',
+        'sla_policy_id',
+        'first_response_due_at',
+        'resolution_due_at',
+        'first_responded_at',
+        'resolved_at',
+        'sla_first_response_breached',
+        'sla_resolution_breached',
+        'merged_into_ticket_id',
         'last_reply_at',
     ];
 
@@ -30,6 +42,12 @@ class SupportTicket extends Model
     {
         return [
             'last_reply_at' => 'datetime',
+            'first_response_due_at' => 'datetime',
+            'resolution_due_at' => 'datetime',
+            'first_responded_at' => 'datetime',
+            'resolved_at' => 'datetime',
+            'sla_first_response_breached' => 'boolean',
+            'sla_resolution_breached' => 'boolean',
         ];
     }
 
@@ -61,4 +79,39 @@ class SupportTicket extends Model
     {
         return $this->hasMany(TicketReply::class, 'ticket_id');
     }
+
+    public function departmentRelation(): BelongsTo
+    {
+        return $this->belongsTo(Department::class, 'department_id');
+    }
+
+    public function assignee(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'assigned_to');
+    }
+
+    public function slaPolicy(): BelongsTo
+    {
+        return $this->belongsTo(SlaPolicy::class);
+    }
+
+    public function tags(): BelongsToMany
+    {
+        return $this->belongsToMany(TicketTag::class, 'support_ticket_tag', 'ticket_id', 'tag_id');
+    }
+
+    public function customFieldValues(): HasMany
+    {
+        return $this->hasMany(TicketCustomFieldValue::class, 'ticket_id');
+    }
+
+    public function satisfactionRating(): HasOne
+    {
+        return $this->hasOne(TicketSatisfactionRating::class, 'ticket_id');
+    }
+
+    public function mergedInto(): BelongsTo
+    {
+        return $this->belongsTo(self::class, 'merged_into_ticket_id');
+    }
 }

website/app/Models/TicketCustomField.php

@@ -0,0 +1,40 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+class TicketCustomField extends Model
+{
+    protected $fillable = [
+        'name',
+        'type',
+        'options',
+        'is_required',
+        'department_id',
+        'sort_order',
+    ];
+
+    /** @return array<string, string> */
+    protected function casts(): array
+    {
+        return [
+            'options' => 'array',
+            'is_required' => 'boolean',
+        ];
+    }
+
+    public function department(): BelongsTo
+    {
+        return $this->belongsTo(Department::class);
+    }
+
+    public function values(): HasMany
+    {
+        return $this->hasMany(TicketCustomFieldValue::class, 'custom_field_id');
+    }
+}

website/app/Models/TicketCustomFieldValue.php

@@ -0,0 +1,27 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class TicketCustomFieldValue extends Model
+{
+    protected $fillable = [
+        'ticket_id',
+        'custom_field_id',
+        'value',
+    ];
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(SupportTicket::class, 'ticket_id');
+    }
+
+    public function customField(): BelongsTo
+    {
+        return $this->belongsTo(TicketCustomField::class, 'custom_field_id');
+    }
+}

website/app/Models/TicketReply.php

@@ -20,6 +20,7 @@ class TicketReply extends Model
         'message_id',
         'from_email',
         'via_email',
+        'is_internal',
     ];
 
     /** @return array<string, string> */
@@ -28,6 +29,7 @@ class TicketReply extends Model
         return [
             'is_staff_reply' => 'boolean',
             'via_email' => 'boolean',
+            'is_internal' => 'boolean',
         ];
     }
 

website/app/Models/TicketSatisfactionRating.php

@@ -0,0 +1,28 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class TicketSatisfactionRating extends Model
+{
+    protected $fillable = [
+        'ticket_id',
+        'user_id',
+        'rating',
+        'comment',
+    ];
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(SupportTicket::class, 'ticket_id');
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+}

website/app/Models/TicketTag.php

@@ -0,0 +1,24 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Factories\HasFactory;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsToMany;
+
+class TicketTag extends Model
+{
+    use HasFactory;
+
+    protected $fillable = [
+        'name',
+        'color',
+    ];
+
+    public function tickets(): BelongsToMany
+    {
+        return $this->belongsToMany(SupportTicket::class, 'support_ticket_tag', 'tag_id', 'ticket_id');
+    }
+}

website/app/Models/User.php

@@ -30,6 +30,10 @@ class User extends Authenticatable implements MustVerifyEmail
         'company',
         'admin_notes',
         'virtfusion_user_id',
+        'override_days_to_suspend',
+        'override_days_to_terminate',
+        'credit_balance',
+        'currency',
     ];
 
     /** @var list<string> */
@@ -47,6 +51,9 @@ class User extends Authenticatable implements MustVerifyEmail
             'email_verified_at' => 'datetime',
             'password' => 'hashed',
             'passkey_credentials' => 'json',
+            'override_days_to_suspend' => 'integer',
+            'override_days_to_terminate' => 'integer',
+            'credit_balance' => 'decimal:2',
         ];
     }
 
@@ -101,9 +108,44 @@ class User extends Authenticatable implements MustVerifyEmail
         return $this->hasMany(TrustedDevice::class);
     }
 
+    public function accountCredits(): HasMany
+    {
+        return $this->hasMany(AccountCredit::class);
+    }
+
+    public function creditNotes(): HasMany
+    {
+        return $this->hasMany(CreditNote::class);
+    }
+
+    public function debitNotes(): HasMany
+    {
+        return $this->hasMany(DebitNote::class);
+    }
+
+    public function cartItems(): HasMany
+    {
+        return $this->hasMany(CartItem::class);
+    }
+
+    public function quotes(): HasMany
+    {
+        return $this->hasMany(Quote::class);
+    }
+
+    public function affiliate(): HasOne
+    {
+        return $this->hasOne(Affiliate::class);
+    }
+
     public function isAdmin(): bool
     {
-        return $this->hasRole('admin');
+        return $this->hasRole(['admin', 'super_admin', 'billing_admin', 'support_agent', 'support_lead', 'readonly_admin']);
+    }
+
+    public function isSuperAdmin(): bool
+    {
+        return $this->hasRole(['admin', 'super_admin']);
     }
 
     public function isCustomer(): bool