We are looking for an experienced Laravel developer to build a complete HR Helpdesk / Support Ticket System as a standalone module inside our existing HRM system. The module must be fully integrated with our HR, Payroll, Attendance, Employee, and Notification systems. Tech Requirements Laravel 11 MySQL Modular architecture (separate module folder) WebSockets for real-time notifications Blade, Bootstrap, jQuery (UI must match our system style) Fully mobile-responsive Role & permission support (Admin, HR, IT, Finance, Employee) --- Scope of Work 1. Ticket Management Create, view, update, close HR support tickets Ticket fields: subject, category, description, attachments, priority Statuses: Open, In Progress, Resolved, Closed Assign ticket to HR/IT/Admin/Finance teams Internal notes (private to HR team) Conversation thread with attachments SLA timer countdown displayed inside ticket Ticket timeline (full history of actions) Auto-close after X days (configurable) Auto-reminders for pending tickets Employee view in ESS (submit, track, reply) --- 2. Categories & SLA Settings Create/edit/delete categories Assign default department/team for each category Set priority levels Configure SLA times (acknowledge + resolve time) Configure escalation chain (Manager → HR Head → Director) Auto-assign rules Overdue ticket alerts --- 3. Broadcast & Routing Multi-department routing (HR, IT, Admin, Finance) Shared team inbox view Ticket list filtering by category, employee, dept, date, priority --- 4. Knowledge Base System Add/edit/delete articles Rich text editor Article categories Publish/unpublish Visibility control (Employee / Manager / HR) Attach files Employee portal: search, read, filter articles --- 5. Notifications (Web + Email) New ticket created Ticket assigned SLA reminder Escalation alert Ticket resolved/closed New reply in ticket Push via WebSockets --- 6. Reports & Analytics Tickets by category Tickets by department SLA compliance % Overdue tickets Avg resolution time Agent-wise performance Export to CSV/PDF --- 7. Required Integrations HRM Users & Roles (RBAC) HR Employee Directory Existing notification system (WebSockets) ESS Employee Panel Manager Panel (approvals)