Feat: add ticket assignment, comments, and notifications

- Added migration for ticket assignment and comments (`assigned_user_id` and `ticket_replies` table).
- Implemented `TicketAssignedNotification` and `TicketCommentedNotification`.
- Created `ReplyData`, `TicketListData`, and `PostReplyRequest` data classes.
- Introduced `ResolveNotificationRouteController` for modular notification redirection.
- Updated UI to support assigning users and posting comments on tickets.
- User is navigated to comments page when clicked on the ticket, upon navigation ticket details modal is opened.
- Extended tests to cover assignments, comments, status transitions, and notifications.

app/Concerns/HandlesOperations.php

@@ -19,7 +19,7 @@ public function attempt(callable $action, ?callable $onError = null, string $suc
             // call the action callback
             $action();
             if ($showSuccess) {
-                $this->success($successMessage);
+                $this->success($successMessage, css: 'alert-success alert-dismissible alert-soft');
             }
         } catch (ValidationException $exception) {
 
@@ -36,7 +36,7 @@ public function attempt(callable $action, ?callable $onError = null, string $suc
                 // call the callback
                 $onError();
             }
-            $this->error($errorMessage);
+            $this->error($errorMessage, css: 'alert-error alert-dismissible alert-soft');
             Log::error($exception->getMessage());
         }
     }

app/Data/Ticket/PostReplyRequest.php

@@ -0,0 +1,19 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Data\Ticket;
+
+use Spatie\LaravelData\Attributes\MapOutputName;
+use Spatie\LaravelData\Data;
+use Spatie\LaravelData\Mappers\SnakeCaseMapper;
+
+#[MapOutputName(SnakeCaseMapper::class)]
+class PostReplyRequest extends Data
+{
+    public function __construct(
+        public int $ticketId,
+        public int $userId,
+        public string $message,
+    ) {}
+}

app/Data/Ui/Ticket/ReplyData.php

@@ -0,0 +1,34 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Data\Ui\Ticket;
+
+use App\Models\TicketReply;
+use Spatie\LaravelData\Data;
+
+final class ReplyData extends Data
+{
+    public function __construct(
+        public int $id,
+        public int $userId,
+        public string $userName,
+        public string $userInitials,
+        public array $userRoles,
+        public string $message,
+        public string $createdAt,
+    ) {}
+
+    public static function fromModel(TicketReply $reply): self
+    {
+        return new self(
+            id: $reply->id,
+            userId: $reply->user_id,
+            userName: $reply->user->name,
+            userInitials: method_exists($reply->user, 'initials') ? $reply->user->initials() : mb_strtoupper(mb_substr($reply->user->name, 0, 2)),
+            userRoles: $reply->user->roles->pluck('name')->toArray(),
+            message: $reply->message,
+            createdAt: $reply->created_at->diffForHumans(),
+        );
+    }
+}

app/Data/Ui/Ticket/TicketData.php

@@ -4,6 +4,7 @@
 
 namespace App\Data\Ui\Ticket;
 
+use App\Enums\TicketStatusEnum;
 use App\Models\Ticket;
 use Spatie\LaravelData\Data;
 
@@ -19,12 +20,14 @@ public function __construct(
         public string $issueCategory,
         public ?string $description,
         public int $statusId,
-        public string $statusName,
+        public TicketStatusEnum $status,
-        public string $statusSlug,
         public array $notifiedRoleNames,
         public array $notifiedUserNames,
         public string $createdAt,
         public array $attachments = [],
+        public ?int $assignedUserId = null,
+        public ?string $assignedUserName = null,
+        public array $replies = [],
     ) {}
 
     public static function fromModel(Ticket $ticket): self
@@ -37,6 +40,10 @@ public static function fromModel(Ticket $ticket): self
             'mime_type' => $attachment->mime_type,
         ])->toArray();
 
+        $replies = $ticket->relationLoaded('replies')
+            ? $ticket->replies->map(fn ($reply) => ReplyData::fromModel($reply))->toArray()
+            : [];
+
         return new self(
             id: $ticket->id,
             ticketId: $ticket->ticket_id,
@@ -47,12 +54,14 @@ public static function fromModel(Ticket $ticket): self
             issueCategory: $ticket->issue_category,
             description: $ticket->description,
             statusId: $ticket->status_id,
-            statusName: $ticket->status->name,
+            status: TicketStatusEnum::tryFrom($ticket->status->name),
-            statusSlug: $ticket->status->slug,
             notifiedRoleNames: $ticket->notifiedRoles->pluck('name')->toArray(),
             notifiedUserNames: $ticket->notifiedUsers->pluck('name')->toArray(),
             createdAt: $ticket->created_at->toDateTimeString(),
             attachments: $attachments,
+            assignedUserId: $ticket->assigned_user_id,
+            assignedUserName: $ticket->assignedUser?->name,
+            replies: $replies,
         );
     }
 }

app/Data/Ui/Ticket/TicketListData.php

@@ -0,0 +1,37 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Data\Ui\Ticket;
+
+use App\Enums\TicketStatusEnum;
+use App\Models\Ticket;
+use Spatie\LaravelData\Data;
+
+final class TicketListData extends Data
+{
+    public function __construct(
+        public int $id,
+        public string $ticketId,
+        public string $userName,
+        public ?string $appName,
+        public string $issueCategory,
+        public string $createdAt,
+        public TicketStatusEnum $status,
+        public string $statusSlug,
+    ) {}
+
+    public static function fromModel(Ticket $ticket): self
+    {
+        return new self(
+            id: $ticket->id,
+            ticketId: $ticket->ticket_id,
+            userName: $ticket->user->name,
+            appName: $ticket->connectedApp?->name,
+            issueCategory: $ticket->issue_category,
+            createdAt: $ticket->created_at->toDateTimeString(),
+            status: TicketStatusEnum::from($ticket->status->name),
+            statusSlug: $ticket->status->name,
+        );
+    }
+}

app/Enums/TicketStatusEnum.php

@@ -12,6 +12,23 @@ enum TicketStatusEnum: string
 
     case Open = 'open';
     case InProgress = 'in-progress';
+    case Hold = 'hold';
     case Resolved = 'resolved';
     case Closed = 'closed';
+
+    public static function toLabels()
+    {
+        return array_map(fn ($status) => $status->label(), self::cases());
+    }
+
+    public function label(): string
+    {
+        return match ($this) {
+            self::Open => 'Open',
+            self::InProgress => 'In Progress',
+            self::Hold => 'Hold',
+            self::Resolved => 'Resolved',
+            self::Closed => 'Closed',
+        };
+    }
 }

app/Http/Controllers/ResolveNotificationRouteController.php

@@ -0,0 +1,38 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Http\Controllers;
+
+use App\Notifications\{TicketAssignedNotification, TicketCommentedNotification, TicketRaisedNotification};
+use Illuminate\Http\Request;
+
+class ResolveNotificationRouteController extends Controller
+{
+    public function __invoke(Request $request, string $id)
+    {
+        $user = $request->user();
+        if (! $user) {
+            return to_route('login');
+        }
+
+        $notification = $user->notifications()->findOrFail($id);
+        $notification->markAsRead();
+
+        // Modular pattern: Match notification type to determine where to redirect
+        $url = match ($notification->type) {
+            TicketRaisedNotification::class,
+            TicketAssignedNotification::class,
+            TicketCommentedNotification::class => route('tickets.index', [
+                'ticket' => data_get($notification->data, 'ticket_id'),
+            ]),
+
+            // Future expansion:
+            // \App\Notifications\AppExpiredNotification::class => route('apps.index', ['app' => data_get($notification->data, 'app_id')]),
+
+            default => route('dashboard'),
+        };
+
+        return redirect($url);
+    }
+}

app/Models/Ticket.php

@@ -4,9 +4,8 @@
 
 namespace App\Models;
 
-use Illuminate\Database\Eloquent\Attributes\Fillable;
-use Illuminate\Database\Eloquent\Factories\HasFactory;
 use Illuminate\Database\Eloquent\{Model, SoftDeletes};
+use Illuminate\Database\Eloquent\Attributes\Fillable;
 use Illuminate\Database\Eloquent\Relations\{BelongsTo, BelongsToMany, HasMany};
 use Illuminate\Support\Str;
 
@@ -17,10 +16,11 @@
     'issue_category',
     'description',
     'status_id',
+    'assigned_user_id',
 ])]
 class Ticket extends Model
 {
-    use HasFactory, SoftDeletes;
+    use SoftDeletes;
 
     protected static function booted(): void
     {
@@ -59,6 +59,14 @@ public function status(): BelongsTo
         return $this->belongsTo(TicketStatus::class, 'status_id');
     }
 
+    /**
+     * @return BelongsTo<User, $this>
+     */
+    public function assignedUser(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'assigned_user_id');
+    }
+
     /**
      * @return BelongsToMany<Role, $this>
      */
@@ -92,4 +100,12 @@ public function attachments(): HasMany
     {
         return $this->hasMany(TicketAttachment::class, 'ticket_id');
     }
+
+    /**
+     * @return HasMany<TicketReply, $this>
+     */
+    public function replies(): HasMany
+    {
+        return $this->hasMany(TicketReply::class, 'ticket_id');
+    }
 }

app/Models/TicketReply.php

@@ -0,0 +1,40 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Attributes\Fillable;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+#[Fillable(['ticket_id', 'user_id', 'message'])]
+class TicketReply extends Model
+{
+    /**
+     * The table associated with the model.
+     *
+     * @var string
+     */
+    protected $table = 'ticket_replies';
+
+    /**
+     * Get the ticket that this reply belongs to.
+     *
+     * @return BelongsTo<Ticket, $this>
+     */
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+
+    /**
+     * Get the user who posted this reply.
+     *
+     * @return BelongsTo<User, $this>
+     */
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class, 'user_id');
+    }
+}

app/Notifications/TicketAssignedNotification.php

@@ -0,0 +1,66 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Notifications;
+
+use App\Models\Ticket;
+use Illuminate\Bus\Queueable;
+use Illuminate\Contracts\Queue\ShouldQueue;
+use Illuminate\Notifications\Messages\MailMessage;
+use Illuminate\Notifications\Notification;
+use Illuminate\Support\Str;
+
+class TicketAssignedNotification extends Notification implements ShouldQueue
+{
+    use Queueable;
+
+    public function __construct(
+        public readonly Ticket $ticket
+    ) {}
+
+    /**
+     * Get the notification's delivery channels.
+     *
+     * @return array<int, string>
+     */
+    public function via(object $notifiable): array
+    {
+        return ['database', 'mail'];
+    }
+
+    /**
+     * Get the mail representation of the notification.
+     */
+    public function toMail(object $notifiable): MailMessage
+    {
+        return (new MailMessage())
+            ->subject("SSO Support Ticket Assigned: {$this->ticket->ticket_id}")
+            ->greeting('Hello,')
+            ->line("You have been assigned as the support owner for ticket {$this->ticket->ticket_id} regarding {$this->ticket->issue_category}.")
+            ->line('Customer: '.$this->ticket->user->name)
+            ->line('Description: '.($this->ticket->description ?? 'N/A'))
+            ->action('View Ticket Details', route('tickets.index'))
+            ->line('Thank you for using our application!');
+    }
+
+    /**
+     * Get the array representation of the notification.
+     *
+     * @return array<string, mixed>
+     */
+    public function toArray(object $notifiable): array
+    {
+        $appName = $this->ticket->connectedApp->name ?? 'General Inquiry';
+
+        return [
+            'ticket_id' => $this->ticket->id,
+            'ticket_code' => $this->ticket->ticket_id,
+            'user_name' => $this->ticket->user->name,
+            'issue_category' => $this->ticket->issue_category,
+            'app_name' => $appName,
+            'description' => Str::limit($this->ticket->description ?? '', 100),
+            'message' => "You have been assigned to ticket {$this->ticket->ticket_id} by the administrator.",
+        ];
+    }
+}

app/Notifications/TicketCommentedNotification.php

@@ -0,0 +1,69 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Notifications;
+
+use App\Models\{Ticket, TicketReply};
+use Illuminate\Bus\Queueable;
+use Illuminate\Contracts\Queue\ShouldQueue;
+use Illuminate\Notifications\Messages\MailMessage;
+use Illuminate\Notifications\Notification;
+use Illuminate\Support\Str;
+
+class TicketCommentedNotification extends Notification implements ShouldQueue
+{
+    use Queueable;
+
+    public function __construct(
+        public readonly Ticket $ticket,
+        public readonly TicketReply $comment
+    ) {}
+
+    /**
+     * Get the notification's delivery channels.
+     *
+     * @return array<int, string>
+     */
+    public function via(object $notifiable): array
+    {
+        return ['database', 'mail'];
+    }
+
+    /**
+     * Get the mail representation of the notification.
+     */
+    public function toMail(object $notifiable): MailMessage
+    {
+        $commenterName = $this->comment->user->name;
+
+        return (new MailMessage())
+            ->subject("New Comment on Ticket: {$this->ticket->ticket_id}")
+            ->greeting('Hello,')
+            ->line("{$commenterName} left a new comment on ticket {$this->ticket->ticket_id} regarding {$this->ticket->issue_category}.")
+            ->line('Comment: "'.Str::limit($this->comment->message, 300).'"')
+            ->action('View Discussion', route('tickets.index'))
+            ->line('Thank you for using our application!');
+    }
+
+    /**
+     * Get the array representation of the notification.
+     *
+     * @return array<string, mixed>
+     */
+    public function toArray(object $notifiable): array
+    {
+        $commenterName = $this->comment->user->name;
+        $appName = $this->ticket->connectedApp->name ?? 'General Inquiry';
+
+        return [
+            'ticket_id' => $this->ticket->id,
+            'ticket_code' => $this->ticket->ticket_id,
+            'user_name' => $commenterName,
+            'issue_category' => $this->ticket->issue_category,
+            'app_name' => $appName,
+            'description' => Str::limit($this->ticket->description ?? '', 100),
+            'message' => "{$commenterName} commented on ticket {$this->ticket->ticket_id}.",
+        ];
+    }
+}

app/Services/TicketService.php

@@ -4,11 +4,12 @@
 
 namespace App\Services;
 
-use App\Data\Ticket\CreateTicketRequest;
+use App\Data\Ticket\{CreateTicketRequest, PostReplyRequest};
-use App\Data\Ui\Ticket\TicketData;
+use App\Data\Ui\Ticket\{ReplyData, TicketData, TicketListData};
 use App\Enums\TicketStatusEnum;
-use App\Models\{Ticket, TicketStatus, User};
+use App\Models\{Ticket, TicketReply, TicketStatus, User};
-use App\Notifications\TicketRaisedNotification;
+use App\Notifications\{TicketAssignedNotification, TicketCommentedNotification, TicketRaisedNotification};
+use Illuminate\Auth\Access\AuthorizationException;
 use Illuminate\Http\UploadedFile;
 use Illuminate\Support\Collection;
 use Illuminate\Support\Facades\DB;
@@ -21,6 +22,195 @@ public function __construct(
         private readonly TicketAttachmentService $attachmentService
     ) {}
 
+    /**
+     * Get all tickets raised by a specific user.
+     *
+     * @return Collection<int, TicketData>
+     */
+    public function getAllForUser(int $userId): Collection
+    {
+        if ($userId <= 0) {
+            throw new InvalidArgumentException('Invalid user ID');
+        }
+
+        $tickets = Ticket::with(['user', 'connectedApp', 'status', 'notifiedRoles', 'notifiedUsers', 'attachments', 'assignedUser', 'replies.user.roles'])
+            ->where('user_id', $userId)
+            ->latest()
+            ->get();
+
+        return TicketData::collect($tickets);
+    }
+
+    /**
+     * Get all tickets in the system (for admins/support).
+     *
+     * @return Collection<int, TicketData>
+     */
+    public function getAll(): Collection
+    {
+        $tickets = Ticket::with(['user', 'connectedApp', 'status', 'notifiedRoles', 'notifiedUsers', 'attachments', 'assignedUser', 'replies.user.roles'])
+            ->latest()
+            ->get();
+
+        return TicketData::collect($tickets);
+    }
+
+    /**
+     * Get lightweight ticket list for a specific user.
+     *
+     * @return Collection<int, TicketListData>
+     */
+    public function getListForUser(int $userId): Collection
+    {
+        if ($userId <= 0) {
+            throw new InvalidArgumentException('Invalid user ID');
+        }
+
+        $user = User::findOrFail($userId);
+        $roleIds = $user->roles->pluck('id')->toArray();
+
+        $tickets = Ticket::with(['user', 'connectedApp', 'status'])
+            ->where(function ($query) use ($userId, $roleIds): void {
+                $query->where('user_id', $userId)
+                    ->orWhere('assigned_user_id', $userId)
+                    ->orWhereHas('notifiedUsers', function ($q) use ($userId): void {
+                        $q->where('users.id', $userId);
+                    })
+                    ->orWhereHas('notifiedRoles', function ($q) use ($roleIds): void {
+                        $q->whereIn('roles.id', $roleIds);
+                    });
+            })
+            ->latest()
+            ->get();
+
+        return TicketListData::collect($tickets);
+    }
+
+    /**
+     * Get lightweight ticket list of all tickets.
+     *
+     * @return Collection<int, TicketListData>
+     */
+    public function getList(): Collection
+    {
+        $tickets = Ticket::with(['user', 'connectedApp', 'status'])
+            ->latest()
+            ->get();
+
+        return TicketListData::collect($tickets);
+    }
+
+    /**
+     * Get a specific ticket.
+     */
+    public function getTicket(int $id): TicketData
+    {
+        if ($id <= 0) {
+            throw new InvalidArgumentException('Invalid ticket ID');
+        }
+
+        $ticket = Ticket::with(['user', 'connectedApp', 'status', 'notifiedRoles', 'notifiedUsers', 'attachments', 'assignedUser', 'replies.user.roles'])
+            ->findOrFail($id);
+
+        return TicketData::fromModel($ticket);
+    }
+
+    /**
+     * Update the status of a ticket.
+     *
+     * @throws Throwable
+     */
+    public function updateStatus(int $ticketId, string $statusSlug): void
+    {
+        if ($ticketId <= 0) {
+            throw new InvalidArgumentException('Invalid ticket ID');
+        }
+
+        DB::transaction(function () use ($ticketId, $statusSlug): void {
+            $ticket = Ticket::findOrFail($ticketId);
+            $status = TicketStatus::where('name', $statusSlug)->firstOrFail();
+
+            $ticket->update(['status_id' => $status->id]);
+        });
+    }
+
+    /**
+     * Assign/remove assigned user to ticket.
+     *
+     * @throws Throwable
+     */
+    public function assignUser(int $ticketId, ?int $assignedUserId): void
+    {
+        if ($ticketId <= 0) {
+            throw new InvalidArgumentException('Invalid ticket ID');
+        }
+
+        DB::transaction(function () use ($ticketId, $assignedUserId): void {
+            $ticket = Ticket::findOrFail($ticketId);
+            $oldAssignedUserId = $ticket->assigned_user_id;
+
+            $ticket->update(['assigned_user_id' => $assignedUserId]);
+
+            if ($assignedUserId && $assignedUserId !== $oldAssignedUserId) {
+                $assignedUser = User::findOrFail($assignedUserId);
+                $assignedUser->notify(new TicketAssignedNotification($ticket));
+            }
+        });
+    }
+
+    /**
+     * Post a comment/reply to a ticket.
+     *
+     * @throws Throwable
+     */
+    public function postReply(PostReplyRequest $request): ReplyData
+    {
+        return DB::transaction(function () use ($request): ReplyData {
+            $user = User::findOrFail($request->userId);
+            $ticket = Ticket::findOrFail($request->ticketId);
+
+            // Authorization check: Admin, Creator, Assigned, or Notified directly/via role
+            $isAuthorized = $user->hasRole('Admin')
+                || $user->hasRole('admin')
+                || $ticket->user_id === $user->id
+                || $ticket->assigned_user_id === $user->id
+                || $ticket->notifiedUsers()->where('users.id', $user->id)->exists()
+                || $ticket->notifiedRoles()->whereIn('roles.id', $user->roles->pluck('id')->toArray())->exists();
+
+            if (! $isAuthorized) {
+                throw new AuthorizationException('You are not authorized to comment on this ticket.');
+            }
+
+            /** @var TicketReply $reply */
+            $reply = TicketReply::query()->create([
+                'ticket_id' => $request->ticketId,
+                'user_id' => $request->userId,
+                'message' => mb_trim($request->message),
+            ]);
+
+            // Transition ticket status from open to in-progress if it's currently open
+            $ticket->load(['status', 'user', 'assignedUser']);
+            if ($ticket->status->name === TicketStatusEnum::Open->value) {
+                $inProgressStatus = TicketStatus::where('name', TicketStatusEnum::InProgress->value)->first();
+                if ($inProgressStatus) {
+                    $ticket->update(['status_id' => $inProgressStatus->id]);
+                }
+            }
+
+            // Notify ticket raiser if they did not make this comment
+            if ($ticket->user_id !== $request->userId) {
+                $ticket->user->notify(new TicketCommentedNotification($ticket, $reply));
+            }
+
+            // Notify assigned support user if they are set and did not make this comment
+            if ($ticket->assigned_user_id && $ticket->assigned_user_id !== $request->userId) {
+                $ticket->assignedUser->notify(new TicketCommentedNotification($ticket, $reply));
+            }
+
+            return ReplyData::fromModel($reply->load('user.roles'));
+        });
+    }
+
     /**
      * Create a new support ticket.
      *
@@ -30,7 +220,7 @@ public function create(CreateTicketRequest $request): TicketData
     {
         return DB::transaction(function () use ($request): TicketData {
             $defaultStatus = TicketStatus::query()
-                ->where('slug', TicketStatusEnum::Open->value)
+                ->where('name', TicketStatusEnum::Open->value)
                 ->firstOrFail();
 
             /** @var Ticket $ticket */
@@ -55,7 +245,7 @@ public function create(CreateTicketRequest $request): TicketData
             }
 
             // Load relations to build complete DTO and trigger notifications
-            $ticket->load(['user', 'connectedApp', 'status', 'notifiedRoles', 'notifiedUsers', 'attachments']);
+            $ticket->load(['user', 'connectedApp', 'status', 'notifiedRoles', 'notifiedUsers', 'attachments', 'assignedUser', 'replies.user.roles']);
 
             $this->sendNotifications($ticket);
 
@@ -63,73 +253,6 @@ public function create(CreateTicketRequest $request): TicketData
         });
     }
 
-    /**
-     * Get all tickets raised by a specific user.
-     *
-     * @return Collection<int, TicketData>
-     */
-    public function getAllForUser(int $userId): Collection
-    {
-        if ($userId <= 0) {
-            throw new InvalidArgumentException('Invalid user ID');
-        }
-
-        $tickets = Ticket::with(['user', 'connectedApp', 'status', 'notifiedRoles', 'notifiedUsers', 'attachments'])
-            ->where('user_id', $userId)
-            ->latest()
-            ->get();
-
-        return TicketData::collect($tickets);
-    }
-
-    /**
-     * Get all tickets in the system (for admins/support).
-     *
-     * @return Collection<int, TicketData>
-     */
-    public function getAll(): Collection
-    {
-        $tickets = Ticket::with(['user', 'connectedApp', 'status', 'notifiedRoles', 'notifiedUsers', 'attachments'])
-            ->latest()
-            ->get();
-
-        return TicketData::collect($tickets);
-    }
-
-    /**
-     * Get a specific ticket.
-     */
-    public function getTicket(int $id): TicketData
-    {
-        if ($id <= 0) {
-            throw new InvalidArgumentException('Invalid ticket ID');
-        }
-
-        $ticket = Ticket::with(['user', 'connectedApp', 'status', 'notifiedRoles', 'notifiedUsers', 'attachments'])
-            ->findOrFail($id);
-
-        return TicketData::fromModel($ticket);
-    }
-
-    /**
-     * Update the status of a ticket.
-     *
-     * @throws Throwable
-     */
-    public function updateStatus(int $ticketId, string $statusSlug): void
-    {
-        if ($ticketId <= 0) {
-            throw new InvalidArgumentException('Invalid ticket ID');
-        }
-
-        DB::transaction(function () use ($ticketId, $statusSlug): void {
-            $ticket = Ticket::findOrFail($ticketId);
-            $status = TicketStatus::where('slug', $statusSlug)->firstOrFail();
-
-            $ticket->update(['status_id' => $status->id]);
-        });
-    }
-
     /**
      * Send notifications to all routed recipients.
      */

database/migrations/2026_05_15_115455_create_activity_log_table.php

@@ -22,4 +22,9 @@ public function up(): void
             $table->timestamps();
         });
     }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('activity_log');
+    }
 };

database/migrations/2026_05_25_160000_create_ticket_statuses_table.php

@@ -16,7 +16,6 @@ public function up(): void
         Schema::create('ticket_statuses', function (Blueprint $table): void {
             $table->id();
             $table->string('name')->unique();
-            $table->string('slug')->unique();
             $table->timestamps();
         });
     }

database/migrations/2026_05_25_173000_add_assigned_user_and_replies_to_tickets.php

@@ -0,0 +1,45 @@
+<?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
+{
+    /**
+     * Run the migrations.
+     */
+    public function up(): void
+    {
+        Schema::table('tickets', function (Blueprint $table): void {
+            $table->foreignId('assigned_user_id')
+                ->nullable()
+                ->after('status_id')
+                ->constrained('users')
+                ->nullOnDelete();
+        });
+
+        Schema::create('ticket_replies', function (Blueprint $table): void {
+            $table->id();
+            $table->foreignId('ticket_id')->constrained('tickets')->cascadeOnDelete();
+            $table->foreignId('user_id')->constrained('users')->cascadeOnDelete();
+            $table->text('message');
+            $table->timestamps();
+        });
+    }
+
+    /**
+     * Reverse the migrations.
+     */
+    public function down(): void
+    {
+        Schema::dropIfExists('ticket_replies');
+
+        Schema::table('tickets', function (Blueprint $table): void {
+            $table->dropForeign(['assigned_user_id']);
+            $table->dropColumn('assigned_user_id');
+        });
+    }
+};

database/seeders/TicketStatusSeeder.php

@@ -15,30 +15,9 @@ class TicketStatusSeeder extends Seeder
      */
     public function run(): void
     {
-        $data = [
+        $data = array_map(fn ($value) => ['name' => $value], TicketStatusEnum::values());
-            [
-                'name' => 'Open',
-                'slug' => TicketStatusEnum::Open->value,
-                'created_at' => now(),
-            ],
-            [
-                'name' => 'In Progress',
-                'slug' => TicketStatusEnum::InProgress->value,
-                'created_at' => now(),
-            ],
-            [
-                'name' => 'Resolved',
-                'slug' => TicketStatusEnum::Resolved->value,
-                'created_at' => now(),
-            ],
-            [
-                'name' => 'Closed',
-                'slug' => TicketStatusEnum::Closed->value,
-                'created_at' => now(),
-            ],
-        ];
 
         TicketStatus::query()
-            ->upsert($data, ['slug'], ['name', 'updated_at']);
+            ->upsert($data, ['name'], ['name', 'updated_at']);
     }
 }

resources/views/components/dashbord-topbar.blade.php

@@ -39,7 +39,7 @@ class="px-4 py-2 border-b border-gray-100 font-semibold text-[10px] text-gray-50
                     </form>
                 </div>
                 @foreach($unreadNotifications as $notification)
-                    <x-mary-menu-item>
+                    <x-mary-menu-item link="{{ route('notifications.resolve', $notification->id) }}">
                         <div class="flex flex-col gap-0.5">
                             <span class="font-semibold text-xs text-gray-900">
                                 {{ data_get($notification->data, 'issue_category', 'Notification') }}

resources/views/pages/tickets/⚡index.blade.php

@@ -1,10 +1,11 @@
 <?php
-
 declare(strict_types=1);
 
 use App\Concerns\HandlesOperations;
 use App\Data\Ticket\CreateTicketRequest;
+use App\Data\Ticket\PostReplyRequest;
 use App\Data\Ui\Ticket\TicketData;
+use App\Enums\DefaultUserRole;
 use App\Enums\Permissions\TicketPermissionEnum;
 use App\Enums\TicketStatusEnum;
 use App\Livewire\Forms\CreateTicketForm;
@@ -31,6 +32,9 @@ class extends Component {
     #[Url(as: 'app_id', keep: true)]
     public ?int $appId = null;
 
+    #[Url(as: 'ticket', keep: true)]
+    public ?int $ticketParam = null;
+
     // Livewire Form Object
     public CreateTicketForm $form;
 
@@ -43,6 +47,12 @@ class extends Component {
     public array $rolesSearchable = [];
     public array $usersSearchable = [];
 
+    // Assignable Users search, select-all, clear & pagination state
+    public array $assignableUsersSearchable = [];
+    public string $assignableUsersSearchTerm = '';
+    public int $assignableUsersPerPage = 10;
+    public bool $assignableUsersHasMore = false;
+
     // Selected ticket for details pane
     public ?int $selectedTicketId = null;
     public ?TicketData $selectedTicket = null;
@@ -50,6 +60,10 @@ class extends Component {
     // Selected status for filtering (Admin/Support only)
     public string $statusFilter = 'all';
 
+    // Comment and assignment state
+    public string $replyMessage = '';
+    public $assignedUserId = null;
+
     public function boot(TicketService $ticketService, UserAppAccessService $appAccessService): void
     {
         $this->ticketService = $ticketService;
@@ -62,6 +76,7 @@ public function mount(): void
         $this->searchApps();
         $this->searchRoles();
         $this->searchUsers();
+        $this->searchAssignableUsers();
 
         // Select first role by default in notified roles array if empty
         $defaultRole = Role::where('name', 'Support')->first();
@@ -76,6 +91,11 @@ public function mount(): void
                 $this->form->connectedAppId = $this->appId;
             }
         }
+
+        // Auto-open ticket if requested from URL
+        if ($this->ticketParam && (int) $this->ticketParam > 0) {
+            $this->showTicket((int) $this->ticketParam);
+        }
     }
 
     /**
@@ -92,6 +112,9 @@ public function rendering(): void
         if (empty($this->usersSearchable)) {
             $this->searchUsers();
         }
+        if (empty($this->assignableUsersSearchable)) {
+            $this->searchAssignableUsers($this->assignableUsersSearchTerm);
+        }
     }
 
     /**
@@ -105,15 +128,19 @@ public function tickets(): Collection
             return collect();
         }
 
-        if ($user->hasRole('Admin') || $user->can(TicketPermissionEnum::Read->value)) {
+        if ($user->hasRole('Admin') || $user->hasRole('admin') || $user->can(TicketPermissionEnum::Read->value)) {
-            $tickets = $this->ticketService->getAll();
+            $tickets = $this->ticketService->getList();
             if ($this->statusFilter !== 'all') {
-                $tickets = $tickets->filter(fn($t) => $t->statusSlug === $this->statusFilter);
+                $tickets = $tickets->filter(fn($t) => $t->status->value === $this->statusFilter);
             }
             return $tickets;
         }
 
-        return $this->ticketService->getAllForUser($user->id);
+        $tickets = $this->ticketService->getListForUser($user->id);
+        if ($this->statusFilter !== 'all') {
+            $tickets = $tickets->filter(fn($t) => $t->status->value === $this->statusFilter);
+        }
+        return $tickets;
     }
 
     /**
@@ -148,7 +175,6 @@ public function searchApps(string $value = ''): void
         $selectedId = $this->form->connectedAppId;
         $apps = $this->eligibleApps();
 
-        // Ensure selected app is preserved in the list even if warning state changed or not in initial list
         if ($selectedId && !$apps->contains('id', $selectedId)) {
             $selectedApp = ConnectedApp::find($selectedId);
             if ($selectedApp) {
@@ -211,27 +237,107 @@ public function searchUsers(string $value = ''): void
     }
 
     /**
-     * Select all roles in choices element.
+     * Search assignable users dynamically with incremental pagination capability.
      */
-    public function selectAllRoles(): void
+    public function searchAssignableUsers(string $value = ''): void
     {
-        $this->form->notifiedRoleIds = Role::query()
+        // Reset page limits if search keyword shifts
-            ->pluck('id')
+        if ($this->assignableUsersSearchTerm !== $value) {
+            $this->assignableUsersSearchTerm = $value;
+            $this->assignableUsersPerPage = 10;
+        }
+
+        $query = User::query();
+
+        $currentAssigneeId = $this->assignedUserId;
+        if (is_array($currentAssigneeId)) {
+            $currentAssigneeId = !empty($currentAssigneeId) ? $currentAssigneeId[0] : null;
+        }
+
+        if ('' !== $value) {
+            $query->where(function ($q) use ($value) {
+                $q->where('name', 'like', "%{$value}%")
+                    ->orWhere('email', 'like', "%{$value}%");
+            });
+
+            if ($currentAssigneeId && (int) $currentAssigneeId > 0) {
+                $query->orWhere('id', (int) $currentAssigneeId);
+            }
+        }
+
+        // Track total count matching query criteria to determine if "Load More" exists
+        $totalMatches = $query->count();
+        $this->assignableUsersHasMore = $totalMatches > $this->assignableUsersPerPage;
+
+        $users = $query
+            ->select('id', 'name')
+            ->limit($this->assignableUsersPerPage)
+            ->get();
+
+        // If there is no search term and we have an assigned user, ensure they are in the list
+        if ('' === $value && $currentAssigneeId && (int) $currentAssigneeId > 0) {
+            if (!$users->contains('id', (int) $currentAssigneeId)) {
+                $assignedUser = User::find($currentAssigneeId);
+                if ($assignedUser) {
+                    $users->push($assignedUser);
+                }
+            }
+        }
+
+        $this->assignableUsersSearchable = $users
+            ->map(fn($u) => ['id' => $u->id, 'name' => $u->name])
             ->toArray();
-        $this->searchRoles();
     }
 
     /**
-     * Clear all selected roles in choices element.
+     * Increments the page window for assignable users dropdown.
      */
+    public function loadMoreAssignableUsers(): void
+    {
+        $this->assignableUsersPerPage += 10;
+        $this->searchAssignableUsers($this->assignableUsersSearchTerm);
+    }
+
+    /**
+     * Select all matching assignable users based on current search context.
+     */
+    public function selectAllAssignableUsers(): void
+    {
+        // Pluck IDs matching current search context criteria
+        $matchedIds = User::query()
+            ->when('' !== $this->assignableUsersSearchTerm, function ($q) {
+                $q->where('name', 'like', "%{$this->assignableUsersSearchTerm}%")
+                    ->orWhere('email', 'like', "%{$this->assignableUsersSearchTerm}%");
+            })
+            ->pluck('id')
+            ->toArray();
+
+        // Assign the first matched record or pass the array depending on single/multiple context.
+        // Since updateAssignment expects a single nullable ID, we take the primary match or convert accordingly.
+        $this->assignedUserId = !empty($matchedIds) ? (int) $matchedIds[0] : null;
+        $this->updateAssignment();
+    }
+
+    /**
+     * Clear assignment selection.
+     */
+    public function clearAssignableUsers(): void
+    {
+        $this->assignedUserId = null;
+        $this->updateAssignment();
+    }
+
+    public function selectAllRoles(): void
+    {
+        $this->form->notifiedRoleIds = Role::query()->pluck('id')->toArray();
+        $this->searchRoles();
+    }
+
     public function clearRoles(): void
     {
         $this->form->notifiedRoleIds = [];
     }
 
-    /**
-     * Select all users in choices element.
-     */
     public function selectAllUsers(): void
     {
         $this->form->notifiedUserIds = User::query()
@@ -241,17 +347,11 @@ public function selectAllUsers(): void
         $this->searchUsers();
     }
 
-    /**
-     * Clear all selected users in choices element.
-     */
     public function clearUsers(): void
     {
         $this->form->notifiedUserIds = [];
     }
 
-    /**
-     * Submit and save support ticket using the new Livewire Form class.
-     */
     public function saveTicket(): void
     {
         $this->form->validate();
@@ -271,14 +371,11 @@ public function saveTicket(): void
         $this->attempt(
             action: function () use ($dto): void {
                 $this->ticketService->create($dto);
-
-                // Reset form state & close drawer
                 $this->form->reset();
                 $this->drawerOpen = false;
                 $this->raise = false;
                 $this->appId = null;
 
-                // Re-hydrate choice lists
                 $this->searchApps();
                 $this->searchRoles();
                 $this->searchUsers();
@@ -287,31 +384,28 @@ public function saveTicket(): void
         );
     }
 
-    /**
-     * Open Ticket Details modal.
-     */
     public function showTicket(int $id): void
     {
         $this->attempt(
             action: function () use ($id): void {
                 $this->selectedTicketId = $id;
                 $this->selectedTicket = $this->ticketService->getTicket($id);
+                $this->assignedUserId = $this->selectedTicket->assignedUserId;
+                $this->replyMessage = '';
+
+                // Keep assignment lookup synchronized upon details injection
+                $this->searchAssignableUsers();
                 $this->detailsModalOpen = true;
             },
             showSuccess: false
         );
     }
 
-    /**
-     * Update ticket status (Admin/Support only).
-     */
     public function changeStatus(int $ticketId, string $statusSlug): void
     {
         $this->attempt(
             action: function () use ($ticketId, $statusSlug): void {
                 $this->ticketService->updateStatus($ticketId, $statusSlug);
-
-                // Refresh active selected ticket details if open
                 if ($this->selectedTicketId === $ticketId) {
                     $this->selectedTicket = $this->ticketService->getTicket($ticketId);
                 }
@@ -320,9 +414,91 @@ public function changeStatus(int $ticketId, string $statusSlug): void
         );
     }
 
-    /**
+    public function saveReply(): void
-     * Toggle Drawer manually.
+    {
-     */
+        $this->validate(['replyMessage' => 'required|string|min:1']);
+
+        $this->attempt(
+            action: function (): void {
+                $dto = new PostReplyRequest(
+                    ticketId: $this->selectedTicketId,
+                    userId: (int) auth()->id(),
+                    message: $this->replyMessage,
+                );
+
+                $this->ticketService->postReply($dto);
+                $this->replyMessage = '';
+                $this->selectedTicket = $this->ticketService->getTicket($this->selectedTicketId);
+            },
+            successMessage: 'Comment posted successfully!'
+        );
+    }
+
+    public function updateAssignment(): void
+    {
+        $this->attempt(
+            action: function (): void {
+                $assignedId = $this->assignedUserId;
+                if (is_array($assignedId)) {
+                    $assignedId = !empty($assignedId) ? $assignedId[0] : null;
+                }
+                $finalAssignedUserId = ($assignedId && (int) $assignedId > 0) ? (int) $assignedId : null;
+
+                $this->ticketService->assignUser(
+                    $this->selectedTicketId,
+                    $finalAssignedUserId
+                );
+                $this->selectedTicket = $this->ticketService->getTicket($this->selectedTicketId);
+
+                // Refresh list options with correct paginated users
+                $this->searchAssignableUsers($this->assignableUsersSearchTerm);
+            },
+            successMessage: 'Ticket assignment updated successfully!'
+        );
+    }
+
+    public function updatedAssignedUserId($value): void
+    {
+        $this->updateAssignment();
+    }
+
+    #[Computed]
+    public function canComment(): bool
+    {
+        if (!$this->selectedTicket) {
+            return false;
+        }
+
+        $user = auth()->user();
+        if (!$user) {
+            return false;
+        }
+
+        if ($user->hasRole(DefaultUserRole::Admin)) {
+            return true;
+        }
+
+        if ($this->selectedTicket->userId === $user->id) {
+            return true;
+        }
+
+        if ($this->selectedTicket->assignedUserId === $user->id) {
+            return true;
+        }
+
+        $ticket = Ticket::find($this->selectedTicketId);
+        if ($ticket) {
+            if ($ticket->notifiedUsers()->where('users.id', $user->id)->exists()) {
+                return true;
+            }
+            if ($ticket->notifiedRoles()->whereIn('roles.id', $user->roles->pluck('id')->toArray())->exists()) {
+                return true;
+            }
+        }
+
+        return false;
+    }
+
     public function toggleDrawer(): void
     {
         $this->drawerOpen = !$this->drawerOpen;
@@ -341,7 +517,7 @@ public function toggleDrawer(): void
             @if(auth()->user()->hasRole('Admin') || auth()->user()->can('ticket:read'))
                 <x-mary-select
                     wire:model.live="statusFilter"
-                    :options="array_merge([['id' => 'all', 'name' => 'All Statuses']], $this->statuses->map(fn($s) => ['id' => $s->slug, 'name' => $s->name])->toArray())"
+                    :options="array_merge([['id' => 'all', 'name' => 'All Statuses']], $this->statuses->map(fn($s) => ['id' => $s->name, 'name' => TicketStatusEnum::tryFrom($s->name)?->label() ?? ucfirst($s->name)])->toArray())"
                     class="select-sm select-bordered w-48"
                 />
             @endif
@@ -374,21 +550,21 @@ class="btn-primary btn-sm rounded-xl font-semibold shadow-xs"
                     ['key' => 'createdAt', 'label' => 'Date Raised'],
                     ['key' => 'statusName', 'label' => 'Status'],
                 ]"
-                :rows="$this->tickets->toArray()"
+                :rows="$this->tickets"
                 wire:loading.class="opacity-60"
             >
                 @scope('cell_ticketId', $row)
                 <button
-                    wire:click="showTicket({{ $row['id'] }})"
+                    wire:click="showTicket({{ $row->id }})"
                     class="font-mono font-semibold text-blue-600 hover:underline text-left cursor-pointer"
                 >
-                    {{ $row['ticketId'] }}
+                    {{ $row->ticketId }}
                 </button>
                 @endscope
 
                 @scope('cell_appName', $row)
-                @if($row['appName'])
+                @if($row->appName)
-                    <span class="font-medium text-gray-700">{{ $row['appName'] }}</span>
+                    <span class="font-medium text-gray-700">{{ $row->appName }}</span>
                 @else
                     <span class="text-gray-400 italic">General Support</span>
                 @endif
@@ -396,29 +572,30 @@ class="font-mono font-semibold text-blue-600 hover:underline text-left cursor-po
 
                 @scope('cell_statusName', $row)
                 @php
-                    $badgeClass = match($row['statusSlug']) {
+                    $badgeClass = match($row->status) {
-                        'open' => 'badge-warning badge-soft',
+                        TicketStatusEnum::Open => 'badge-warning badge-soft',
-                        'in-progress' => 'badge-info badge-soft',
+                        TicketStatusEnum::InProgress => 'badge-info badge-soft',
-                        'resolved' => 'badge-success badge-soft',
+                        TicketStatusEnum::Resolved => 'badge-success badge-soft',
-                        'closed' => 'badge-neutral badge-soft',
+                        TicketStatusEnum::Closed => 'badge-neutral badge-soft',
+                        TicketStatusEnum::Hold => 'badge-warning badge-soft',
                         default => 'badge-ghost',
                     };
                 @endphp
                 <x-mary-badge class="{{ $badgeClass }} font-semibold text-xs px-2.5 py-1">
-                    {{ $row['statusName'] }}
+                    {{ $row->status->label() }}
                 </x-mary-badge>
                 @endscope
 
                 @scope('cell_createdAt', $row)
                 <span class="text-xs text-gray-500">
-                    {{ Carbon\Carbon::parse($row['createdAt'])->diffForHumans() }}
+                    {{ Carbon\Carbon::parse($row->createdAt)->diffForHumans() }}
                 </span>
                 @endscope
 
                 @scope('actions', $row)
                 <div class="flex items-center gap-2">
                     <x-mary-button
-                        wire:click="showTicket({{ $row['id'] }})"
+                        wire:click="showTicket({{ $row->id }})"
                         icon="lucide.eye"
                         class="btn-xs btn-circle btn-ghost text-gray-500"
                         tooltip="View Details"
@@ -431,10 +608,13 @@ class="btn-xs btn-circle btn-ghost text-gray-500"
                                                class="btn-xs btn-circle btn-ghost text-gray-500"/>
                             </x-slot:trigger>
                             @foreach($this->statuses as $status)
-                                @if($status->slug !== $row['statusSlug'])
+                                @php
+                                    $enumCase = TicketStatusEnum::tryFrom($status->name);
+                                @endphp
+                                @if($enumCase && $enumCase !== $row->status)
                                     <x-mary-menu-item
-                                        title="Mark as {{ $status->name }}"
+                                        title="Mark as {{ $enumCase->label() }}"
-                                        wire:click="changeStatus({{ $row['id'] }}, '{{ $status->slug }}')"
+                                        wire:click="changeStatus({{ $row->id }}, '{{ $enumCase->value }}')"
                                     />
                                 @endif
                             @endforeach
@@ -587,35 +767,38 @@ class="radio radio-primary radio-xs"/>
     </x-mary-drawer>
 
     <!-- Support Ticket Details Modal -->
-    <x-mary-modal wire:model="detailsModalOpen" title="Ticket Details" class="">
+    <x-mary-modal wire:model="detailsModalOpen" title="Ticket Details" box-class="max-w-[67rem]">
         @if($selectedTicket)
-            <div class="space-y-6">
+            <div class="grid grid-cols-1 lg:grid-cols-12 text-left">
+                <!-- Left Column: Details & Assignments (col-span-6) -->
+                <div class="lg:col-span-6 space-y-6 border-r border-gray-100 pr-0 lg:pr-4">
                     <!-- ID & Status Section -->
                     <div class="flex justify-between items-start border-b border-gray-100 pb-4">
                         <div>
-                        <span class="text-xs font-semibold uppercase tracking-wider text-gray-400 font-mono">Support Ticket</span>
+                            <span class="text-[10px] font-bold uppercase tracking-wider text-gray-400 font-mono">Support Ticket</span>
                             <h2 class="text-xl font-bold font-mono text-gray-900 mt-0.5">{{ $selectedTicket->ticketId }}</h2>
                         </div>
 
                         @php
-                        $badgeClass = match($selectedTicket->statusSlug) {
+                            $badgeClass = match($selectedTicket->status) {
-                            'open' => 'badge-warning badge-soft',
+                                TicketStatusEnum::Open => 'badge-warning badge-soft',
-                            'in-progress' => 'badge-info badge-soft',
+                                TicketStatusEnum::InProgress => 'badge-info badge-soft',
-                            'resolved' => 'badge-success badge-soft',
+                                TicketStatusEnum::Resolved => 'badge-success badge-soft',
-                            'closed' => 'badge-neutral badge-soft',
+                                TicketStatusEnum::Closed => 'badge-neutral badge-soft',
+                                TicketStatusEnum::Hold => 'badge-warning badge-soft',
                                 default => 'badge-ghost',
                             };
                         @endphp
-                    <div class="flex flex-col items-end gap-1.5">
+                        <div class="flex flex-col items-end gap-1">
-                        <x-mary-badge class="{{ $badgeClass }} font-semibold px-3 py-1.5">
+                            <x-mary-badge class="{{ $badgeClass }} font-semibold text-xs px-2.5 py-1">
-                            {{ $selectedTicket->statusName }}
+                                {{ $selectedTicket->status->label() }}
                             </x-mary-badge>
                             <span
                                 class="text-[10px] text-gray-400">Raised {{ Carbon\Carbon::parse($selectedTicket->createdAt)->diffForHumans() }}</span>
                         </div>
                     </div>
 
-                <!-- Ticket Properties -->
+                    <!-- Ticket Properties Grid -->
                     <div class="grid grid-cols-2 gap-y-4 gap-x-6 text-sm">
                         <div>
                             <span class="text-xs font-semibold text-gray-400 uppercase">Customer</span>
@@ -632,7 +815,50 @@ class="text-[10px] text-gray-400">Raised {{ Carbon\Carbon::parse($selectedTicket
                             <p class="font-medium text-gray-900 mt-0.5">{{ $selectedTicket->issueCategory }}</p>
                         </div>
 
+                        <!-- Assigned User Section -->
                         <div>
+                            <div class="flex items-center justify-between mb-1">
+                                <span class="text-xs font-semibold text-gray-400 uppercase">Assigned Support</span>
+                                <span wire:loading wire:target="assignedUserId, updateAssignment"
+                                      class="flex items-center gap-1 text-[10px] text-primary font-semibold animate-pulse">
+                                    <x-mary-icon name="lucide.loader-2" class="w-3.5 h-3.5 animate-spin"/>
+                                    Saving...
+                                </span>
+                            </div>
+                            @if(auth()->user()->hasRole(DefaultUserRole::Admin))
+                                <div wire:loading.class="opacity-60 pointer-events-none"
+                                     wire:target="assignedUserId, updateAssignment">
+                                    <x-mary-choices
+                                        wire:model.live.debounce.300ms="assignedUserId"
+                                        :options="$assignableUsersSearchable"
+                                        search-function="searchAssignableUsers"
+                                        :single="true"
+                                        option-label="name"
+                                        option-value="id"
+                                        placeholder="Search staff to assign..."
+                                        searchable
+                                        class="select-sm"
+                                        clearable
+                                    />
+                                </div>
+                            @else
+                                @if($selectedTicket->assignedUserName)
+                                    <div class="flex items-center gap-1.5 mt-0.5">
+                                        <x-mary-badge class="badge-soft badge-primary font-semibold text-xs py-1 px-2">
+                                            <x-mary-icon name="lucide.user" class="w-3 h-3 text-primary shrink-0 mr-1"/>
+                                            {{ $selectedTicket->assignedUserName }}
+                                        </x-mary-badge>
+                                    </div>
+                                @else
+                                    <x-mary-badge
+                                        class="badge-soft badge-neutral font-semibold text-xs py-1 px-2.5 mt-0.5">
+                                        Unassigned
+                                    </x-mary-badge>
+                                @endif
+                            @endif
+                        </div>
+
+                        <div class="col-span-2">
                             <span class="text-xs font-semibold text-gray-400 uppercase">Notified Recipient(s)</span>
                             @if(!empty($selectedTicket->notifiedUserNames))
                                 <div class="flex flex-wrap gap-1 mt-1">
@@ -665,11 +891,39 @@ class="text-[10px] text-gray-400">Raised {{ Carbon\Carbon::parse($selectedTicket
                     </div>
 
                     <!-- Description -->
-                <div class="bg-gray-100 p-2 rounded-xl space-y-1">
+                    <div class="bg-gray-50 p-4 rounded-xl space-y-1">
-                    <span class="text-xs font-semibold text-gray-400 uppercase pb-1 border-b border-gray-300">Description Details</span>
+                        <span class="text-xs font-semibold text-gray-400 uppercase block">Description Details</span>
-                    <p class="text-sm text-left text-gray-700 mt-1">
+                        @php
-                        {{ $selectedTicket->description ?? 'No custom details provided.' }}
+                            $description = $selectedTicket->description ?? 'No custom details provided.';
+                            $words = preg_split('/\s+/', trim($description));
+                            $wordCount = count($words);
+                            $isLong = $wordCount > 50;
+
+                            if ($isLong) {
+                                $shortDescription = implode(' ', array_slice($words, 0, 50)) . '...';
+                            } else {
+                                $shortDescription = $description;
+                            }
+                        @endphp
+                        <div x-data="{ expanded: false }">
+                            <p class="text-sm text-gray-700 leading-relaxed whitespace-pre-line" x-show="!expanded">
+                                {{ $shortDescription }}
                             </p>
+                            @if($isLong)
+                                <p class="text-sm text-gray-700 leading-relaxed whitespace-pre-line" x-show="expanded"
+                                   x-cloak>
+                                    {{ $description }}
+                                </p>
+                                <button type="button" @click="expanded = !expanded"
+                                        class="text-xs font-semibold text-blue-600 hover:underline mt-2 focus:outline-none flex items-center gap-1">
+                                    <span x-show="!expanded">Show More</span>
+                                    <span x-show="expanded" x-cloak>Show Less</span>
+                                    <x-mary-icon name="lucide.chevron-down"
+                                                 class="w-3 h-3 transition-transform duration-200"
+                                                 x-bind:class="{ 'rotate-180': expanded }"/>
+                                </button>
+                            @endif
+                        </div>
                     </div>
 
                     <!-- Attachments Section -->
@@ -718,10 +972,13 @@ class="btn-xs btn-soft btn-primary btn-circle shrink-0"
                             <span class="text-xs font-semibold text-gray-400 uppercase">Change Status</span>
                             <div class="flex gap-2">
                                 @foreach($this->statuses as $status)
-                                @if($status->slug !== $selectedTicket->statusSlug)
+                                    @php
+                                        $enumCase = TicketStatusEnum::tryFrom($status->name);
+                                    @endphp
+                                    @if($enumCase && $enumCase !== $selectedTicket->status)
                                         <x-mary-button
-                                        label="{{ $status->name }}"
+                                            label="{{ $enumCase->label() }}"
-                                        wire:click="changeStatus({{ $selectedTicket->id }}, '{{ $status->slug }}')"
+                                            wire:click="changeStatus({{ $selectedTicket->id }}, '{{ $enumCase->value }}')"
                                             class="btn-xs rounded-lg btn-soft"
                                         />
                                     @endif
@@ -730,9 +987,95 @@ class="btn-xs rounded-lg btn-soft"
                         </div>
                     @endif
                 </div>
+
+                <!-- Right Column: Comments Feed (col-span-6) -->
+                <div class="lg:col-span-6 flex flex-col h-130 w-lg pl-4">
+                    <div class="border-b border-gray-100 pb-3 mb-4 flex items-center justify-between">
+                        <h3 class="text-sm font-bold text-gray-800 flex items-center gap-2">
+                            <x-mary-icon name="lucide.message-square" class="w-4 h-4 text-blue-600"/>
+                            Discussion Comments
+                        </h3>
+                        <span class="text-xs font-medium text-gray-400 bg-gray-50 px-2 py-0.5 rounded-full">
+                            {{ count($selectedTicket->replies) }} comments
+                        </span>
+                    </div>
+
+                    @if($this->canComment)
+                        <!-- Comments List -->
+                        <div class="flex-1 overflow-y-auto pr-2 space-y-4 mb-4 scrollbar-thin scrollbar-thumb-gray-200">
+                            @if(empty($selectedTicket->replies))
+                                <div
+                                    class="flex flex-col items-center justify-center text-center py-16 text-gray-400 space-y-2">
+                                    <x-mary-icon name="lucide.messages-square" class="w-8 h-8 text-gray-300"/>
+                                    <p class="text-xs font-medium">No comments yet</p>
+                                    <p class="text-[10px] max-w-50">Be the first to start the conversation on this
+                                        support ticket.</p>
+                                </div>
+                            @else
+                                @foreach($selectedTicket->replies as $reply)
+
+                                    <div
+                                        class="p-3.5 rounded-xl border border-gray-100 bg-white hover:shadow-2xs transition-shadow duration-250 flex items-start gap-3">
+                                        <!-- User initials avatar -->
+                                        <div class="avatar placeholder shrink-0">
+                                            <div
+                                                class="bg-blue-100 text-blue-600 rounded-full w-8 h-8 flex items-center justify-center font-bold text-xs uppercase">
+                                                {{ $reply['userInitials'] }}
+                                            </div>
+                                        </div>
+
+                                        <!-- Comment details -->
+                                        <div class="space-y-1 min-w-0 flex-1">
+                                            <div class="flex items-center justify-between gap-2">
+                                                <div class="flex items-center gap-1.5 min-w-0">
+                                                    <span class="text-xs font-bold text-gray-800 truncate"
+                                                          title="{{ $reply['userName'] }}">{{ $reply['userName'] }}
+                                                    </span>
+                                                </div>
+                                                <span
+                                                    class="text-[10px] text-gray-400 shrink-0">{{ $reply['createdAt'] }}</span>
+                                            </div>
+                                            <p class="text-xs text-gray-700 leading-relaxed whitespace-pre-wrap">{{ $reply['message'] }}</p>
+                                        </div>
+                                    </div>
+                                @endforeach
+                            @endif
+                        </div>
+
+                        <!-- Post Comment Form -->
+                        <div class="border-t border-gray-100 pt-4 mt-auto">
+                            <form wire:submit.prevent="saveReply" class="space-y-2">
+                                <x-mary-textarea
+                                    wire:model="replyMessage"
+                                    placeholder="Write a comment..."
+                                    rows="3"
+                                    required
+                                    class="text-xs textarea-bordered rounded-xl w-full"
+                                />
+                                <div class="flex justify-end">
+                                    <x-mary-button
+                                        type="submit"
+                                        label="Post Comment"
+                                        icon="lucide.send"
+                                        class="btn-primary btn-sm font-semibold"
+                                        spinner="saveReply"
+                                    />
+                                </div>
+                            </form>
+                        </div>
+                    @else
+                        <div
+                            class="flex-1 flex flex-col items-center justify-center text-center p-8 bg-gray-50 rounded-2xl border border-dashed border-gray-200">
+                            <x-mary-icon name="lucide.shield-alert" class="w-10 h-10 text-amber-500 mb-2"/>
+                            <p class="text-xs font-semibold text-gray-800">Conversation Access Restricted</p>
+                            <p class="text-[10px] text-gray-400 max-w-xs mt-1">
+                                Only raised/tagged participants (ticket owner, assigned support, directly notified
+                                users, or notified-role members) have access to the discussion feed.
+                            </p>
+                        </div>
+                    @endif
+                </div>
+            </div>
         @endif
-        <x-slot:actions>
-            <x-mary-button label="Close" wire:click="$set('detailsModalOpen', false)" class="btn-ghost"/>
-        </x-slot:actions>
     </x-mary-modal>
 </div>

routes/web.php

@@ -19,6 +19,8 @@
         return back();
     })->name('notifications.read-all');
 
+    Route::get('notifications/{id}/resolve', App\Http\Controllers\ResolveNotificationRouteController::class)->name('notifications.resolve');
+
     Route::livewire('tickets', 'pages::tickets.index')->name('tickets.index');
 
     Route::prefix('dashboard')->name('dashboard.')->group(function (): void {

tests/Feature/NotificationResolutionTest.php

@@ -0,0 +1,63 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Tests\Feature;
+
+use App\Models\{Ticket, TicketStatus, User};
+use App\Notifications\TicketAssignedNotification;
+use Database\Seeders\DatabaseSeeder;
+use Illuminate\Foundation\Testing\RefreshDatabase;
+use Tests\TestCase;
+
+class NotificationResolutionTest extends TestCase
+{
+    use RefreshDatabase;
+
+    protected function setUp(): void
+    {
+        parent::setUp();
+        $this->seed(DatabaseSeeder::class);
+    }
+
+    public function test_guest_cannot_resolve_notifications(): void
+    {
+        $this->get(route('notifications.resolve', ['id' => 'some-uuid']))
+            ->assertRedirect(route('login'));
+    }
+
+    public function test_user_can_resolve_and_redirect_notification_modularly(): void
+    {
+        $creator = User::factory()->create();
+        $creator->assignRole('user');
+
+        $supportUser = User::factory()->create();
+        $supportUser->assignRole('Support');
+
+        $openStatus = TicketStatus::where('name', 'open')->firstOrFail();
+
+        $ticket = Ticket::create([
+            'user_id' => $creator->id,
+            'issue_category' => 'Billing Query',
+            'status_id' => $openStatus->id,
+            'assigned_user_id' => $supportUser->id,
+        ]);
+
+        // Send a notification
+        $supportUser->notify(new TicketAssignedNotification($ticket));
+
+        // Retrieve unread notification
+        $notification = $supportUser->unreadNotifications()->firstOrFail();
+
+        $this->actingAs($supportUser);
+
+        // Resolve notification
+        $response = $this->get(route('notifications.resolve', ['id' => $notification->id]));
+
+        // Should mark as read
+        $this->assertSame(0, $supportUser->unreadNotifications()->count());
+
+        // Should redirect modularly to support tickets index page with ticket ID parameter
+        $response->assertRedirect(route('tickets.index', ['ticket' => $ticket->id]));
+    }
+}

tests/Feature/TicketSystemTest.php

@@ -55,7 +55,7 @@
     expect($ticketData->ticketId)->toStartWith('TKT-')
         ->and(mb_strlen($ticketData->ticketId))->toBe(12)
         ->and($ticketData->issueCategory)->toBe('Billing Query')
-        ->and($ticketData->statusSlug)->toBe(TicketStatusEnum::Open->value)
+        ->and($ticketData->status->value)->toBe(TicketStatusEnum::Open->value)
         ->and($ticketData->notifiedRoleNames)->toContain('Support');
 
     $this->assertDatabaseHas('tickets', [
@@ -183,3 +183,176 @@
         TicketRaisedNotification::class
     );
 });
+
+test('admins can assign users to tickets and trigger assignment notifications', function (): void {
+    Notification::fake();
+
+    $admin = User::where('email', 'admin@example.com')->firstOrFail();
+    $this->actingAs($admin);
+
+    $user = User::factory()->create();
+    $user->assignRole('user');
+
+    $ticket = App\Models\Ticket::create([
+        'user_id' => $user->id,
+        'issue_category' => 'Billing Query',
+        'status_id' => App\Models\TicketStatus::where('name', 'open')->firstOrFail()->id,
+    ]);
+
+    $supportUser = User::factory()->create();
+    $supportUser->assignRole('Support');
+
+    $service = app(TicketService::class);
+    $service->assignUser($ticket->id, $supportUser->id);
+
+    $this->assertDatabaseHas('tickets', [
+        'id' => $ticket->id,
+        'assigned_user_id' => $supportUser->id,
+    ]);
+
+    Notification::assertSentTo(
+        $supportUser,
+        App\Notifications\TicketAssignedNotification::class
+    );
+});
+
+test('authorized users can comment on tickets and unauthorized users are blocked', function (): void {
+    $creator = User::factory()->create();
+    $creator->assignRole('user');
+
+    $unauthorizedUser = User::factory()->create();
+    $unauthorizedUser->assignRole('user');
+
+    $ticket = App\Models\Ticket::create([
+        'user_id' => $creator->id,
+        'issue_category' => 'Technical Issue',
+        'status_id' => App\Models\TicketStatus::where('name', 'open')->firstOrFail()->id,
+    ]);
+
+    $service = app(TicketService::class);
+
+    // 1. Authorized user (Creator) can comment
+    $dto = new App\Data\Ticket\PostReplyRequest(
+        ticketId: $ticket->id,
+        userId: $creator->id,
+        message: 'This is a comment from the creator.',
+    );
+    $replyData = $service->postReply($dto);
+
+    expect($replyData->message)->toBe('This is a comment from the creator.');
+
+    $this->assertDatabaseHas('ticket_replies', [
+        'ticket_id' => $ticket->id,
+        'user_id' => $creator->id,
+        'message' => 'This is a comment from the creator.',
+    ]);
+
+    // 2. Unauthorized user gets blocked
+    $dto2 = new App\Data\Ticket\PostReplyRequest(
+        ticketId: $ticket->id,
+        userId: $unauthorizedUser->id,
+        message: 'Should be blocked.',
+    );
+
+    expect(fn () => $service->postReply($dto2))
+        ->toThrow(Illuminate\Auth\Access\AuthorizationException::class);
+});
+
+test('posting a comment transitions the status from open to in-progress', function (): void {
+    $creator = User::factory()->create();
+    $creator->assignRole('user');
+
+    $openStatus = App\Models\TicketStatus::where('name', 'open')->firstOrFail();
+    $inProgressStatus = App\Models\TicketStatus::where('name', 'in-progress')->firstOrFail();
+
+    $ticket = App\Models\Ticket::create([
+        'user_id' => $creator->id,
+        'issue_category' => 'Service Extension',
+        'status_id' => $openStatus->id,
+    ]);
+
+    $service = app(TicketService::class);
+
+    $dto = new App\Data\Ticket\PostReplyRequest(
+        ticketId: $ticket->id,
+        userId: $creator->id,
+        message: 'Transition this status.',
+    );
+
+    $service->postReply($dto);
+
+    $this->assertDatabaseHas('tickets', [
+        'id' => $ticket->id,
+        'status_id' => $inProgressStatus->id,
+    ]);
+});
+
+test('assigned support users can see their assigned tickets on their dashboard', function (): void {
+    $creator = User::factory()->create();
+    $creator->assignRole('user');
+
+    $supportUser = User::factory()->create();
+    $supportUser->assignRole('Support');
+
+    $openStatus = App\Models\TicketStatus::where('name', 'open')->firstOrFail();
+
+    $ticket = App\Models\Ticket::create([
+        'user_id' => $creator->id,
+        'issue_category' => 'Technical Issue',
+        'status_id' => $openStatus->id,
+        'assigned_user_id' => $supportUser->id,
+    ]);
+
+    $service = app(TicketService::class);
+    $tickets = $service->getListForUser($supportUser->id);
+
+    expect($tickets->contains('id', $ticket->id))->toBeTrue();
+});
+
+test('commenting on a ticket notifies the creator and assigned user', function (): void {
+    Notification::fake();
+
+    $creator = User::factory()->create();
+    $creator->assignRole('user');
+
+    $supportUser = User::factory()->create();
+    $supportUser->assignRole('Support');
+
+    $openStatus = App\Models\TicketStatus::where('name', 'open')->firstOrFail();
+
+    $ticket = App\Models\Ticket::create([
+        'user_id' => $creator->id,
+        'issue_category' => 'Billing Query',
+        'status_id' => $openStatus->id,
+        'assigned_user_id' => $supportUser->id,
+    ]);
+
+    // Another admin comments
+    $admin = User::where('email', 'admin@example.com')->firstOrFail();
+
+    $dto = new App\Data\Ticket\PostReplyRequest(
+        ticketId: $ticket->id,
+        userId: $admin->id,
+        message: 'This is an admin comment.',
+    );
+
+    $service = app(TicketService::class);
+    $service->postReply($dto);
+
+    // Both the creator and the support assignee should be notified of the comment
+    Notification::assertSentTo(
+        $creator,
+        App\Notifications\TicketCommentedNotification::class
+    );
+
+    Notification::assertSentTo(
+        $supportUser,
+        App\Notifications\TicketCommentedNotification::class
+    );
+
+    // Commenter (admin) should not get notified
+    Notification::assertNotSentTo(
+        $admin,
+        App\Notifications\TicketCommentedNotification::class
+    );
+});