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How to route support tickets by department, urgency and churn risk with Laya PHP

Send each incoming ticket to the right team on your own server, with a confidence check for human review.

Who it is forA support lead or backend developer whose help desk needs every ticket sorted without sending customer text to a paid LLM API.

The problemTickets arrive unsorted, and manual triage is slow. Sending customer text to a hosted LLM costs per token and leaves your infrastructure.

The outcomeEach ticket gets a typed department, urgency and churn flag, and low-confidence answers are routed to a person.

What you need first

  • PHP 8.4+ and Composer
  • A PSR-18 HTTP client such as Guzzle or Symfony HttpClient
  • Docker, to run laya-serve from the repo's compose.yaml
  • Laravel 13+ for the Laravel steps (service provider, artisan commands, validation rule, cast)

Steps

  1. Run composer require marcreichel/laya-php in your PHP project.
  2. Start the local server from a clone of this repo with docker compose up -d --wait, then check it with php artisan laya:health in a Laravel app.
  3. Write a readonly decision class with enum fields for department and urgency and a bool for churn, then try it with php artisan laya:try "App\Decisions\Triage" "Hi, we were billed twice for March. Refund it today or we cancel.".
  4. In your queued job, call $laya->decide($ticket->body, Triage::class) and save the department on the ticket.
  5. Compare answerConfidence with a threshold you choose and send low-confidence tickets to a human queue.

Prompt for your agent

Using the marcreichel/laya-php repo, add a readonly decision class for <ticket queue> with department, urgency and churn fields, and call Laya::decide on the ticket body. Report the typed result and its answerConfidence for a sample ticket, and verify that `php artisan laya:try` prints a hydrated value for that class.

Caveat. The SDK targets laya-serve running upstream Laya v0.4.6, and the README says it has not been tested against the hosted Jev API.

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