Initial Ladill Queue release — enterprise QMS standalone app.

Phases 1–6: tickets, counters, displays, appointments, workflows, rules, analytics, reports, feedback, admin, device API, and Gitea deploy workflow for queue.ladill.com.

Co-authored-by: Cursor <cursoragent@cursor.com>

app/Console/Commands/MarkDevicesOfflineCommand.php

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+<?php
+
+namespace App\Console\Commands;
+
+use App\Services\Qms\DeviceService;
+use Illuminate\Console\Command;
+
+class MarkDevicesOfflineCommand extends Command
+{
+    protected $signature = 'qms:mark-devices-offline';
+
+    protected $description = 'Mark queue devices offline when heartbeat is stale';
+
+    public function handle(DeviceService $devices): int
+    {
+        $count = $devices->markStaleOffline();
+
+        $this->info("Marked {$count} device(s) offline.");
+
+        return self::SUCCESS;
+    }
+}

app/Console/Commands/SendAppointmentRemindersCommand.php

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+<?php
+
+namespace App\Console\Commands;
+
+use App\Models\QueueAppointment;
+use App\Services\Qms\QueueNotificationService;
+use Illuminate\Console\Command;
+
+class SendAppointmentRemindersCommand extends Command
+{
+    protected $signature = 'qms:send-appointment-reminders {--minutes=60 : Remind appointments this many minutes ahead}';
+
+    protected $description = 'Send SMS/email reminders for upcoming appointments';
+
+    public function handle(QueueNotificationService $notifications): int
+    {
+        $minutes = (int) $this->option('minutes');
+        $from = now();
+        $to = now()->addMinutes($minutes);
+
+        $appointments = QueueAppointment::query()
+            ->where('status', 'scheduled')
+            ->whereBetween('scheduled_at', [$from, $to])
+            ->where(function ($q) {
+                $q->whereNull('metadata')
+                    ->orWhereNull('metadata->reminder_sent');
+            })
+            ->get();
+
+        $count = 0;
+        foreach ($appointments as $appointment) {
+            $notifications->appointmentReminder($appointment);
+            $metadata = $appointment->metadata ?? [];
+            $metadata['reminder_sent'] = now()->toIso8601String();
+            $appointment->update(['metadata' => $metadata]);
+            $count++;
+        }
+
+        $this->info("Sent {$count} appointment reminder(s).");
+
+        return self::SUCCESS;
+    }
+}

app/Events/ServiceEventOccurred.php

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+<?php
+
+namespace App\Events;
+
+use Illuminate\Foundation\Events\Dispatchable;
+use Illuminate\Queue\SerializesModels;
+
+class ServiceEventOccurred
+{
+    use Dispatchable, SerializesModels;
+
+    /**
+     * @param  array<string, mixed>  $data
+     */
+    public function __construct(
+        public readonly string $name,
+        public readonly array $data = [],
+    ) {}
+}

app/Http/Controllers/Api/AnalyticsController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Services\Qms\AnalyticsService;
+use App\Services\Qms\OrganizationResolver;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class AnalyticsController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function overview(Request $request, AnalyticsService $analytics): JsonResponse
+    {
+        $this->authorizeAbility($request, 'reports.view');
+        $organization = $this->organization($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+
+        return response()->json([
+            'data' => $analytics->overview($this->ownerRef($request), $organization->id, $branchScope),
+            'trend' => $analytics->dailyTrend($this->ownerRef($request), $organization->id, 14, $branchScope),
+        ]);
+    }
+}

app/Http/Controllers/Api/AppointmentController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Models\QueueAppointment;
+use App\Services\Qms\AppointmentService;
+use App\Services\Qms\AuditLogger;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Str;
+
+class AppointmentController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function index(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'appointments.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $items = QueueAppointment::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->orderBy('scheduled_at')
+            ->paginate(50);
+
+        return response()->json(['data' => $items]);
+    }
+
+    public function store(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'appointments.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $validated = $request->validate([
+            'branch_id' => ['required', 'exists:queue_branches,id'],
+            'service_queue_id' => ['nullable', 'exists:queue_service_queues,id'],
+            'customer_name' => ['required', 'string', 'max:255'],
+            'customer_phone' => ['nullable', 'string', 'max:50'],
+            'customer_email' => ['nullable', 'email', 'max:255'],
+            'scheduled_at' => ['required', 'date'],
+        ]);
+
+        $appointment = QueueAppointment::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            ...$validated,
+            'status' => 'scheduled',
+            'reference' => 'APT-'.Str::upper(Str::random(6)),
+        ]);
+
+        AuditLogger::record($owner, 'appointment.created', $organization->id, $owner, QueueAppointment::class, $appointment->id);
+
+        return response()->json(['data' => $appointment], 201);
+    }
+
+    public function checkIn(Request $request, QueueAppointment $appointment): JsonResponse
+    {
+        $this->authorizeAbility($request, 'appointments.manage');
+        $this->authorizeOwner($request, $appointment);
+
+        $ticket = app(AppointmentService::class)->checkIn($appointment, $this->ownerRef($request));
+
+        return response()->json(['data' => \App\Services\Qms\TicketPresenter::toArray($ticket)]);
+    }
+}

app/Http/Controllers/Api/BranchController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Models\Branch;
+use App\Services\Qms\AuditLogger;
+use App\Services\Qms\PlanService;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class BranchController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function index(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'admin.branches.view');
+        $branches = Branch::owned($this->ownerRef($request))
+            ->where('organization_id', $this->organization($request)->id)
+            ->orderBy('name')
+            ->get();
+
+        return response()->json(['data' => $branches]);
+    }
+
+    public function store(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'admin.branches.manage');
+        $organization = $this->organization($request);
+        $owner = $this->ownerRef($request);
+
+        $currentCount = Branch::owned($owner)->where('organization_id', $organization->id)->count();
+        abort_unless(app(PlanService::class)->canAddBranch($organization, $currentCount), 422, 'Branch limit reached for current plan.');
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'code' => ['nullable', 'string', 'max:50'],
+            'address' => ['nullable', 'string', 'max:500'],
+            'phone' => ['nullable', 'string', 'max:50'],
+        ]);
+
+        $branch = Branch::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            ...$validated,
+            'is_active' => true,
+        ]);
+
+        AuditLogger::record($owner, 'branch.created', $organization->id, $owner, Branch::class, $branch->id);
+
+        return response()->json(['data' => $branch], 201);
+    }
+}

app/Http/Controllers/Api/Concerns/ScopesApiToAccount.php

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+<?php
+
+namespace App\Http\Controllers\Api\Concerns;
+
+use App\Models\Member;
+use App\Models\Organization;
+use App\Services\Qms\OrganizationResolver;
+use App\Services\Qms\QmsPermissions;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Http\Request;
+
+trait ScopesApiToAccount
+{
+    protected function ownerRef(Request $request): string
+    {
+        return (string) $request->user()->public_id;
+    }
+
+    protected function organization(Request $request): Organization
+    {
+        $organization = app(OrganizationResolver::class)->resolveForUser($request->user());
+        abort_unless($organization, 404);
+
+        return $organization;
+    }
+
+    protected function member(Request $request): ?Member
+    {
+        return app(OrganizationResolver::class)->memberFor($request->user(), $this->organization($request));
+    }
+
+    protected function authorizeAbility(Request $request, string $ability): void
+    {
+        abort_unless(
+            app(QmsPermissions::class)->can($this->member($request), $ability),
+            403,
+        );
+    }
+
+    protected function authorizeOwner(Request $request, Model $model): void
+    {
+        abort_unless($model->getAttribute('owner_ref') === $this->ownerRef($request), 404);
+    }
+}

app/Http/Controllers/Api/CounterController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Models\Counter;
+use App\Models\ServiceQueue;
+use App\Services\Qms\AuditLogger;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class CounterController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function index(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'counters.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $counters = Counter::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->with('serviceQueues')
+            ->orderBy('name')
+            ->get()
+            ->map(fn (Counter $c) => [
+                'uuid' => $c->uuid,
+                'name' => $c->name,
+                'code' => $c->code,
+                'status' => $c->status,
+                'queues' => $c->serviceQueues->pluck('name'),
+            ]);
+
+        return response()->json(['data' => $counters]);
+    }
+
+    public function store(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'counters.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'code' => ['nullable', 'string', 'max:50'],
+            'branch_id' => ['required', 'integer'],
+            'department_id' => ['nullable', 'integer'],
+            'queue_ids' => ['nullable', 'array'],
+            'queue_ids.*' => ['uuid'],
+        ]);
+
+        $counter = Counter::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            'branch_id' => $validated['branch_id'],
+            'department_id' => $validated['department_id'] ?? null,
+            'name' => $validated['name'],
+            'code' => $validated['code'] ?? null,
+            'status' => 'offline',
+            'is_active' => true,
+        ]);
+
+        if (! empty($validated['queue_ids'])) {
+            $queueIds = ServiceQueue::owned($owner)->whereIn('uuid', $validated['queue_ids'])->pluck('id');
+            $counter->serviceQueues()->sync($queueIds);
+        }
+
+        AuditLogger::record($owner, 'counter.created', $organization->id, $owner, Counter::class, $counter->id);
+
+        return response()->json(['data' => ['uuid' => $counter->uuid, 'name' => $counter->name]], 201);
+    }
+}

app/Http/Controllers/Api/DeviceHeartbeatController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Controller;
+use App\Services\Qms\DeviceService;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class DeviceHeartbeatController extends Controller
+{
+    public function __construct(
+        protected DeviceService $devices,
+    ) {}
+
+    public function __invoke(Request $request): JsonResponse
+    {
+        $token = $request->bearerToken() ?? $request->input('device_token');
+        abort_unless($token, 401, 'Device token required.');
+
+        $device = $this->devices->findByToken($token);
+        abort_unless($device, 401, 'Invalid device token.');
+
+        $this->devices->recordHeartbeat($device);
+
+        return response()->json([
+            'status' => 'ok',
+            'device_id' => $device->uuid,
+            'server_time' => now()->toIso8601String(),
+        ]);
+    }
+}

app/Http/Controllers/Api/PublicQueueController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Controller;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Services\Qms\QueueEngine;
+use App\Services\Qms\TicketPresenter;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class PublicQueueController extends Controller
+{
+    public function __construct(
+        protected QueueEngine $engine,
+    ) {}
+
+    public function join(Request $request): JsonResponse
+    {
+        $validated = $request->validate([
+            'queue_uuid' => ['required', 'uuid'],
+            'customer_name' => ['nullable', 'string', 'max:255'],
+            'customer_phone' => ['required', 'string', 'max:50'],
+            'customer_email' => ['nullable', 'email'],
+            'priority' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.ticket_priorities')))],
+        ]);
+
+        $queue = ServiceQueue::where('uuid', $validated['queue_uuid'])
+            ->where('is_active', true)
+            ->where('is_paused', false)
+            ->firstOrFail();
+
+        $ticket = $this->engine->issueTicket($queue, $queue->owner_ref, [
+            'customer_name' => $validated['customer_name'] ?? null,
+            'customer_phone' => $validated['customer_phone'],
+            'customer_email' => $validated['customer_email'] ?? null,
+            'priority' => $validated['priority'] ?? 'walk_in',
+            'source' => 'mobile',
+        ]);
+
+        return response()->json(['data' => TicketPresenter::toArray($ticket)], 201);
+    }
+
+    public function show(string $qrToken): JsonResponse
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->with(['serviceQueue', 'counter'])->firstOrFail();
+
+        $ahead = Ticket::query()
+            ->where('service_queue_id', $ticket->service_queue_id)
+            ->where('status', 'waiting')
+            ->where('issued_at', '<', $ticket->issued_at)
+            ->count();
+
+        $data = TicketPresenter::toArray($ticket, false);
+        $data['customers_ahead'] = $ahead;
+
+        return response()->json(['data' => $data]);
+    }
+
+    public function delay(Request $request, string $qrToken): JsonResponse
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->whereIn('status', ['waiting', 'on_hold'])->firstOrFail();
+
+        $validated = $request->validate(['minutes' => ['required', 'integer', 'min:5', 'max:120']]);
+        $ticket = $this->engine->delayArrival($ticket, $validated['minutes']);
+
+        return response()->json(['data' => TicketPresenter::toArray($ticket)]);
+    }
+
+    public function cancel(string $qrToken): JsonResponse
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->whereIn('status', ['waiting', 'on_hold', 'called'])->firstOrFail();
+        $ticket = $this->engine->cancel($ticket);
+
+        return response()->json(['data' => TicketPresenter::toArray($ticket)]);
+    }
+}

app/Http/Controllers/Api/QueueRuleController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Models\QueueRule;
+use App\Models\ServiceQueue;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class QueueRuleController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function index(Request $request, ServiceQueue $serviceQueue): JsonResponse
+    {
+        $this->authorizeAbility($request, 'rules.view');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $rules = QueueRule::owned($this->ownerRef($request))
+            ->where('service_queue_id', $serviceQueue->id)
+            ->orderBy('sort_order')
+            ->get();
+
+        return response()->json(['data' => $rules]);
+    }
+
+    public function store(Request $request, ServiceQueue $serviceQueue): JsonResponse
+    {
+        $this->authorizeAbility($request, 'rules.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $validated = $request->validate([
+            'rule_type' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.rule_types')))],
+            'conditions' => ['nullable', 'array'],
+            'actions' => ['nullable', 'array'],
+        ]);
+
+        $rule = QueueRule::create([
+            'owner_ref' => $this->ownerRef($request),
+            'service_queue_id' => $serviceQueue->id,
+            'rule_type' => $validated['rule_type'],
+            'conditions' => $validated['conditions'] ?? [],
+            'actions' => $validated['actions'] ?? [],
+            'sort_order' => QueueRule::where('service_queue_id', $serviceQueue->id)->max('sort_order') + 1,
+            'is_active' => true,
+        ]);
+
+        return response()->json(['data' => $rule], 201);
+    }
+}

app/Http/Controllers/Api/ReportController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Services\Qms\OrganizationResolver;
+use App\Services\Qms\ReportService;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Carbon;
+
+class ReportController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function show(Request $request, string $type, ReportService $reports): JsonResponse
+    {
+        abort_unless(array_key_exists($type, config('qms.report_types')), 404);
+        $this->authorizeAbility($request, 'reports.view');
+
+        $organization = $this->organization($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+        $branchId = $request->input('branch_id') ? (int) $request->input('branch_id') : $branchScope;
+        $from = Carbon::parse($request->input('from', now()->subDays(30)->toDateString()))->startOfDay();
+        $to = Carbon::parse($request->input('to', now()->toDateString()))->endOfDay();
+        $owner = $this->ownerRef($request);
+
+        $data = match ($type) {
+            'tickets' => $reports->ticketsReport($owner, $organization->id, $from, $to, $branchId),
+            'wait_times' => $reports->waitTimesReport($owner, $organization->id, $from, $to, $branchId),
+            'counters' => $reports->countersReport($owner, $organization->id, $from, $to, $branchId),
+            'appointments' => $reports->appointmentsReport($owner, $organization->id, $from, $to, $branchId),
+            'feedback' => $reports->feedbackReport($owner, $organization->id, $from, $to, $branchId),
+            'service_sessions' => $reports->serviceSessionsReport($owner, $organization->id, $from, $to, $branchId),
+            default => abort(404),
+        };
+
+        return response()->json(['data' => $data, 'from' => $from->toDateString(), 'to' => $to->toDateString()]);
+    }
+}

app/Http/Controllers/Api/ServiceEventController.php

@@ -0,0 +1,35 @@
+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Events\ServiceEventOccurred;
+use App\Http\Controllers\Controller;
+use App\Services\Events\ServiceEventSignature;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Facades\Cache;
+
+class ServiceEventController extends Controller
+{
+    public function __invoke(Request $request): JsonResponse
+    {
+        $secret = (string) config('service_events.inbound_secret');
+        $signature = (string) $request->header('X-Ladill-Signature', '');
+
+        if (! ServiceEventSignature::verify($request->getContent(), $signature, $secret)) {
+            return response()->json(['error' => 'invalid signature'], 401);
+        }
+
+        $eventId = (string) $request->header('X-Ladill-Event-Id', (string) $request->input('id', ''));
+        if ($eventId !== '') {
+            if (Cache::has("svcevt:{$eventId}")) {
+                return response()->json(['status' => 'duplicate']);
+            }
+            Cache::put("svcevt:{$eventId}", true, now()->addDay());
+        }
+
+        event(new ServiceEventOccurred((string) $request->input('event'), (array) $request->input('data', [])));
+
+        return response()->json(['status' => 'accepted']);
+    }
+}

app/Http/Controllers/Api/ServiceQueueController.php

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+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Models\Counter;
+use App\Models\ServiceQueue;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class ServiceQueueController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function index(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'queues.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $queues = ServiceQueue::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->with(['branch', 'department'])
+            ->orderBy('name')
+            ->get()
+            ->map(fn (ServiceQueue $q) => [
+                'uuid' => $q->uuid,
+                'name' => $q->name,
+                'prefix' => $q->prefix,
+                'strategy' => $q->strategy,
+                'is_active' => $q->is_active,
+                'is_paused' => $q->is_paused,
+                'branch' => $q->branch?->name,
+            ]);
+
+        return response()->json(['data' => $queues]);
+    }
+
+    public function waiting(Request $request, ServiceQueue $serviceQueue): JsonResponse
+    {
+        $this->authorizeAbility($request, 'queues.view');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $tickets = app(\App\Services\Qms\QueueEngine::class)->waitingTickets($serviceQueue);
+
+        return response()->json([
+            'data' => array_map(fn ($t) => \App\Services\Qms\TicketPresenter::toArray($t), $tickets),
+        ]);
+    }
+
+    public function pause(Request $request, ServiceQueue $serviceQueue): JsonResponse
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $queue = app(\App\Services\Qms\QueueEngine::class)->pauseQueue($serviceQueue, $this->ownerRef($request));
+
+        return response()->json(['data' => ['uuid' => $queue->uuid, 'is_paused' => $queue->is_paused]]);
+    }
+
+    public function resume(Request $request, ServiceQueue $serviceQueue): JsonResponse
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $queue = app(\App\Services\Qms\QueueEngine::class)->resumeQueue($serviceQueue, $this->ownerRef($request));
+
+        return response()->json(['data' => ['uuid' => $queue->uuid, 'is_paused' => $queue->is_paused]]);
+    }
+}

app/Http/Controllers/Api/TicketController.php

@@ -0,0 +1,129 @@
+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Services\Qms\QueueEngine;
+use App\Services\Qms\TicketPresenter;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class TicketController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function __construct(
+        protected QueueEngine $engine,
+    ) {}
+
+    public function index(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'tickets.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $tickets = Ticket::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->when($request->query('queue'), fn ($q, $uuid) => $q->whereHas('serviceQueue', fn ($sq) => $sq->where('uuid', $uuid)))
+            ->when($request->query('status'), fn ($q, $status) => $q->where('status', $status))
+            ->with(['serviceQueue', 'counter'])
+            ->latest('issued_at')
+            ->paginate(50);
+
+        return response()->json([
+            'data' => $tickets->getCollection()->map(fn (Ticket $t) => TicketPresenter::toArray($t)),
+            'meta' => [
+                'current_page' => $tickets->currentPage(),
+                'last_page' => $tickets->lastPage(),
+                'total' => $tickets->total(),
+            ],
+        ]);
+    }
+
+    public function store(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'tickets.issue');
+        $owner = $this->ownerRef($request);
+
+        $validated = $request->validate([
+            'service_queue_id' => ['required', 'uuid'],
+            'customer_name' => ['nullable', 'string', 'max:255'],
+            'customer_phone' => ['nullable', 'string', 'max:50'],
+            'customer_email' => ['nullable', 'email', 'max:255'],
+            'priority' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.ticket_priorities')))],
+            'source' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.ticket_sources')))],
+        ]);
+
+        $queue = ServiceQueue::where('uuid', $validated['service_queue_id'])->firstOrFail();
+        $this->authorizeOwner($request, $queue);
+
+        $ticket = $this->engine->issueTicket($queue, $owner, [
+            ...$validated,
+            'source' => $validated['source'] ?? 'api',
+            'actor_ref' => $owner,
+        ]);
+
+        return response()->json(['data' => TicketPresenter::toArray($ticket)], 201);
+    }
+
+    public function show(Request $request, Ticket $ticket): JsonResponse
+    {
+        $this->authorizeAbility($request, 'tickets.view');
+        $this->authorizeOwner($request, $ticket);
+
+        return response()->json(['data' => TicketPresenter::toArray($ticket->load(['serviceQueue', 'counter']))]);
+    }
+
+    public function callNext(Request $request, ServiceQueue $serviceQueue): JsonResponse
+    {
+        $this->authorizeAbility($request, 'console.use');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $validated = $request->validate([
+            'counter_id' => ['required', 'uuid'],
+        ]);
+
+        $counter = \App\Models\Counter::where('uuid', $validated['counter_id'])->firstOrFail();
+        $this->authorizeOwner($request, $counter);
+
+        $ticket = $this->engine->callNext($serviceQueue, $counter, $this->ownerRef($request));
+
+        return response()->json(['data' => $ticket ? TicketPresenter::toArray($ticket) : null]);
+    }
+
+    public function action(Request $request, Ticket $ticket): JsonResponse
+    {
+        $this->authorizeAbility($request, 'tickets.manage');
+        $this->authorizeOwner($request, $ticket);
+        $actor = $this->ownerRef($request);
+
+        $validated = $request->validate([
+            'action' => ['required', 'string', 'in:recall,start,hold,skip,complete,no_show,cancel,delay'],
+            'minutes' => ['nullable', 'integer', 'min:5', 'max:120'],
+            'to_queue_id' => ['nullable', 'uuid'],
+            'reason' => ['nullable', 'string', 'max:500'],
+        ]);
+
+        $result = match ($validated['action']) {
+            'recall' => $this->engine->recall($ticket, $actor),
+            'start' => $this->engine->startServing($ticket, $actor),
+            'hold' => $this->engine->hold($ticket, $actor),
+            'skip' => $this->engine->skip($ticket, $actor),
+            'complete' => $this->engine->completeTicket($ticket, $actor),
+            'no_show' => $this->engine->markNoShow($ticket, $actor),
+            'cancel' => $this->engine->cancel($ticket, $actor),
+            'delay' => $this->engine->delayArrival($ticket, (int) ($validated['minutes'] ?? 15), $actor),
+            default => $ticket,
+        };
+
+        if ($validated['action'] === 'transfer' && ! empty($validated['to_queue_id'])) {
+            $toQueue = ServiceQueue::where('uuid', $validated['to_queue_id'])->firstOrFail();
+            $result = $this->engine->transfer($ticket, $toQueue, null, $validated['reason'] ?? null, $actor);
+        }
+
+        return response()->json(['data' => TicketPresenter::toArray($result->load(['serviceQueue', 'counter']))]);
+    }
+}

app/Http/Controllers/Api/WorkflowController.php

@@ -0,0 +1,34 @@
+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Models\Workflow;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class WorkflowController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function index(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'workflows.view');
+        $workflows = Workflow::owned($this->ownerRef($request))
+            ->where('organization_id', $this->organization($request)->id)
+            ->with('steps.serviceQueue')
+            ->orderBy('name')
+            ->get();
+
+        return response()->json(['data' => $workflows]);
+    }
+
+    public function show(Request $request, Workflow $workflow): JsonResponse
+    {
+        $this->authorizeAbility($request, 'workflows.view');
+        $this->authorizeOwner($request, $workflow);
+
+        return response()->json(['data' => $workflow->load('steps.serviceQueue')]);
+    }
+}

app/Http/Controllers/Auth/SsoLoginController.php

@@ -0,0 +1,293 @@
+<?php
+
+namespace App\Http\Controllers\Auth;
+
+use App\Http\Controllers\Controller;
+use App\Models\User;
+use Illuminate\Http\Client\Response as HttpResponse;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Http\Response;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\Http;
+use Illuminate\Support\Str;
+use Illuminate\View\View;
+
+/**
+ * "Sign in with Ladill" — Authorization Code + PKCE against auth.ladill.com.
+ * Establishes a local session + thin user mirror keyed by the OIDC `sub`.
+ */
+class SsoLoginController extends Controller
+{
+    /**
+     * Max consecutive failed callbacks before we stop bouncing back into the
+     * authorize flow and show an error page instead (prevents an infinite
+     * /sso/callback ↔ /sso/connect redirect loop on a persistent upstream error).
+     */
+    private const MAX_SSO_ATTEMPTS = 3;
+
+    public function connect(Request $request): RedirectResponse|View
+    {
+        $intended = (string) $request->query('redirect', route('qms.dashboard'));
+
+        if (Auth::check()) {
+            return $this->safeRedirect($intended, route('qms.dashboard'));
+        }
+
+        if (! $request->boolean('fallback')) {
+            $request->session()->forget('sso.attempts');
+        }
+
+        if ($this->attemptSilentRefresh($request, $intended)) {
+            return $this->safeRedirect($intended, route('qms.dashboard'));
+        }
+
+        $verifier = Str::random(64);
+        $state = Str::random(40);
+        $request->session()->put('sso.verifier', $verifier);
+        $request->session()->put('sso.state', $state);
+        $request->session()->put('sso.intended', $intended);
+
+        $challenge = rtrim(strtr(base64_encode(hash('sha256', $verifier, true)), '+/', '-_'), '=');
+
+        $query = [
+            'response_type' => 'code',
+            'client_id' => (string) config('services.ladill_sso.client_id'),
+            'redirect_uri' => (string) config('services.ladill_sso.redirect'),
+            'scope' => 'openid profile email',
+            'state' => $state,
+            'code_challenge' => $challenge,
+            'code_challenge_method' => 'S256',
+        ];
+
+        $loginHint = (string) $request->session()->get('sso.login_hint', '');
+        if ($loginHint !== '') {
+            $query['login_hint'] = $loginHint;
+        }
+
+        if (! $request->boolean('interactive')) {
+            $query['prompt'] = 'none';
+        }
+
+        $authorizeUrl = rtrim((string) config('services.ladill_sso.issuer'), '/').'/oauth/authorize?'.http_build_query($query);
+
+        return redirect()->away($authorizeUrl);
+    }
+
+    public function callback(Request $request): RedirectResponse
+    {
+        $intended = (string) $request->session()->get('sso.intended', route('qms.dashboard'));
+
+        if ($request->filled('error')) {
+            if (in_array($request->query('error'), ['login_required', 'interaction_required', 'consent_required'], true)
+                && ! $request->boolean('interactive')) {
+                return redirect()->away((string) config('ladill.marketing_url'));
+            }
+
+            return $this->finishCallback($request, $intended, (string) $request->query('error_description', $request->query('error')));
+        }
+
+        if (! $request->filled('code')
+            || $request->query('state') !== $request->session()->pull('sso.state')) {
+            return $this->finishCallback($request, $intended, 'invalid_state');
+        }
+
+        $issuer = rtrim((string) config('services.ladill_sso.issuer'), '/');
+
+        $tokenRes = Http::asForm()->post($issuer.'/oauth/token', [
+            'grant_type' => 'authorization_code',
+            'client_id' => (string) config('services.ladill_sso.client_id'),
+            'client_secret' => (string) config('services.ladill_sso.client_secret'),
+            'redirect_uri' => (string) config('services.ladill_sso.redirect'),
+            'code' => (string) $request->query('code'),
+            'code_verifier' => (string) $request->session()->pull('sso.verifier'),
+        ]);
+        if ($tokenRes->failed()) {
+            return $this->finishCallback($request, $intended, 'token_exchange_failed');
+        }
+
+        $user = $this->loginFromTokenResponse($request, $tokenRes);
+        if (! $user) {
+            return $this->finishCallback($request, $intended, 'userinfo_failed');
+        }
+
+        Auth::login($user, remember: true);
+        $request->session()->regenerate();
+        $request->session()->forget('sso.attempts');
+
+        return $this->finishCallback($request, $intended, null);
+    }
+
+    public function failed(Request $request): View
+    {
+        return view('auth.sso-error', [
+            'reason' => (string) $request->session()->get('sso.error', ''),
+        ]);
+    }
+
+    public function logout(Request $request): RedirectResponse
+    {
+        Auth::logout();
+        $request->session()->invalidate();
+        $request->session()->regenerateToken();
+
+        // Per-app sign-out: end only this app's session and keep the platform
+        // (auth.ladill.com) SSO session alive so "Sign in again" re-auths silently.
+        return redirect()->route('qms.signed-out');
+    }
+
+    /** Platform session ended — clear this app and offer silent sign-in again. */
+    public function platformSignedOut(Request $request): RedirectResponse
+    {
+        Auth::logout();
+        $request->session()->invalidate();
+        $request->session()->regenerateToken();
+
+        return redirect()->route('sso.connect', [
+            'redirect' => (string) $request->query('redirect', ''),
+        ]);
+    }
+
+    public function logoutBridge(Request $request): View
+    {
+        $return = $this->safeReturnUrl((string) $request->query('return', ''));
+        $hubUrl = 'https://'.config('app.auth_domain').'/logout/sso/hub?'.http_build_query([
+            'embedded' => 1,
+            'return' => $return,
+        ]);
+
+        return view('auth.sso-logout-bridge', [
+            'hubUrl' => $hubUrl,
+            'return' => $return,
+            'authOrigin' => 'https://'.config('app.auth_domain'),
+        ]);
+    }
+
+    public function frontchannelLogout(Request $request): Response|RedirectResponse
+    {
+        Auth::logout();
+        $request->session()->invalidate();
+        $request->session()->regenerateToken();
+
+        $return = (string) $request->query('return', '');
+        $root = (string) config('app.platform_domain', 'ladill.com');
+        $host = parse_url($return, PHP_URL_HOST);
+        if (str_starts_with($return, 'https://') && is_string($host) && ($host === $root || str_ends_with($host, '.'.$root))) {
+            return redirect()->away($return);
+        }
+
+        return response('', 204);
+    }
+
+    private function attemptSilentRefresh(Request $request, string $intended): bool
+    {
+        $refreshToken = (string) $request->session()->get('sso.refresh_token', '');
+        if ($refreshToken === '') {
+            return false;
+        }
+
+        $issuer = rtrim((string) config('services.ladill_sso.issuer'), '/');
+        $tokenRes = Http::asForm()->post($issuer.'/oauth/token', [
+            'grant_type' => 'refresh_token',
+            'refresh_token' => $refreshToken,
+            'client_id' => (string) config('services.ladill_sso.client_id'),
+            'client_secret' => (string) config('services.ladill_sso.client_secret'),
+            'scope' => 'openid profile email',
+        ]);
+
+        if ($tokenRes->failed()) {
+            $request->session()->forget('sso.refresh_token');
+
+            return false;
+        }
+
+        $user = $this->loginFromTokenResponse($request, $tokenRes);
+
+        if (! $user) {
+            return false;
+        }
+
+        Auth::login($user, remember: true);
+        $request->session()->put('sso.intended', $intended);
+
+        return true;
+    }
+
+    private function loginFromTokenResponse(Request $request, HttpResponse $tokenRes): ?User
+    {
+        $refreshToken = (string) $tokenRes->json('refresh_token', '');
+        if ($refreshToken !== '') {
+            $request->session()->put('sso.refresh_token', $refreshToken);
+        }
+
+        $issuer = rtrim((string) config('services.ladill_sso.issuer'), '/');
+        $claims = Http::withToken((string) $tokenRes->json('access_token'))->acceptJson()->get($issuer.'/oauth/userinfo');
+        if ($claims->failed() || ! $claims->json('sub')) {
+            return null;
+        }
+
+        $email = (string) ($claims->json('email') ?: '');
+        if ($email !== '') {
+            $request->session()->put('sso.login_hint', $email);
+        }
+
+        return User::updateOrCreate(
+            ['public_id' => (string) $claims->json('sub')],
+            [
+                'name' => $claims->json('name'),
+                'email' => $email !== '' ? $email : (string) $claims->json('sub').'@users.ladill.com',
+                'avatar_url' => $claims->json('picture'),
+            ],
+        );
+    }
+
+    private function finishCallback(Request $request, string $intended, ?string $error = null): RedirectResponse
+    {
+        if ($error) {
+            $attempts = (int) $request->session()->get('sso.attempts', 0) + 1;
+
+            if ($attempts >= self::MAX_SSO_ATTEMPTS) {
+                $request->session()->forget(['sso.attempts', 'sso.state', 'sso.verifier', 'sso.intended']);
+                $request->session()->flash('sso.error', $error);
+
+                return redirect()->route('sso.failed');
+            }
+
+            $request->session()->put('sso.attempts', $attempts);
+
+            return redirect()->route('sso.connect', [
+                'redirect' => $intended,
+                'interactive' => 1,
+                'fallback' => 1,
+            ]);
+        }
+
+        return $this->safeRedirect($intended, route('qms.dashboard'));
+    }
+
+    private function safeReturnUrl(string $url): string
+    {
+        $host = parse_url($url, PHP_URL_HOST);
+        $root = (string) config('app.platform_domain', 'ladill.com');
+
+        if (is_string($host) && str_starts_with($url, 'https://')
+            && ($host === $root || str_ends_with($host, '.'.$root))) {
+            return $url;
+        }
+
+        return route('qms.signed-out');
+    }
+
+    private function safeRedirect(string $url, string $fallback): RedirectResponse
+    {
+        $host = parse_url($url, PHP_URL_HOST);
+        $root = (string) config('app.platform_domain', 'ladill.com');
+
+        if (is_string($host) && str_starts_with($url, 'https://')
+            && ($host === $root || str_ends_with($host, '.'.$root))) {
+            return redirect()->away($url);
+        }
+
+        return redirect()->away($fallback);
+    }
+}

app/Http/Controllers/Controller.php

@@ -0,0 +1,10 @@
+<?php
+
+namespace App\Http\Controllers;
+
+use Illuminate\Foundation\Auth\Access\AuthorizesRequests;
+
+abstract class Controller
+{
+    use AuthorizesRequests;
+}

app/Http/Controllers/NotificationController.php

@@ -0,0 +1,64 @@
+<?php
+
+namespace App\Http\Controllers;
+
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class NotificationController extends Controller
+{
+    public function index(Request $request): View
+    {
+        $notifications = $request->user()
+            ->notifications()
+            ->latest()
+            ->paginate(20);
+
+        return view('notifications.index', compact('notifications'));
+    }
+
+    public function unread(Request $request): JsonResponse
+    {
+        $notifications = $request->user()
+            ->unreadNotifications()
+            ->latest()
+            ->take(10)
+            ->get()
+            ->map(fn ($n) => [
+                'id' => $n->id,
+                'type' => class_basename($n->type),
+                'title' => $n->data['title'] ?? 'Notification',
+                'message' => $n->data['message'] ?? '',
+                'icon' => $n->data['icon'] ?? 'bell',
+                'url' => $n->data['url'] ?? null,
+                'created_at' => $n->created_at->diffForHumans(),
+            ]);
+
+        return response()->json([
+            'notifications' => $notifications,
+            'unread_count' => $request->user()->unreadNotifications()->count(),
+        ]);
+    }
+
+    public function markAsRead(Request $request, string $id): JsonResponse
+    {
+        $notification = $request->user()
+            ->notifications()
+            ->where('id', $id)
+            ->first();
+
+        if ($notification) {
+            $notification->markAsRead();
+        }
+
+        return response()->json(['success' => true]);
+    }
+
+    public function markAllAsRead(Request $request): JsonResponse
+    {
+        $request->user()->unreadNotifications->markAsRead();
+
+        return response()->json(['success' => true]);
+    }
+}

app/Http/Controllers/Qms/AnalyticsController.php

@@ -0,0 +1,38 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Services\Qms\AnalyticsService;
+use App\Services\Qms\OrganizationResolver;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class AnalyticsController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected AnalyticsService $analytics,
+    ) {}
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'reports.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+
+        $overview = $this->analytics->overview($owner, $organization->id, $branchScope);
+        $trend = $this->analytics->dailyTrend($owner, $organization->id, 14, $branchScope);
+
+        $branches = Branch::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.analytics.index', compact('overview', 'trend', 'organization', 'branches', 'branchScope'));
+    }
+}

app/Http/Controllers/Qms/AppointmentController.php

@@ -0,0 +1,148 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\QueueAppointment;
+use App\Models\ServiceQueue;
+use App\Services\Qms\AppointmentService;
+use App\Services\Qms\AuditLogger;
+use App\Services\Qms\OrganizationResolver;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\Support\Str;
+use Illuminate\View\View;
+
+class AppointmentController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected AppointmentService $appointments,
+    ) {}
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'appointments.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+
+        $appointments = QueueAppointment::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->when($branchScope, fn ($q) => $q->where('branch_id', $branchScope))
+            ->when($request->query('status'), fn ($q, $s) => $q->where('status', $s))
+            ->with(['serviceQueue', 'branch', 'ticket'])
+            ->orderBy('scheduled_at')
+            ->paginate(30);
+
+        return view('qms.appointments.index', compact('appointments', 'organization'));
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'appointments.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $branches = Branch::owned($owner)->where('organization_id', $organization->id)->where('is_active', true)->orderBy('name')->get();
+        $queues = ServiceQueue::owned($owner)->where('organization_id', $organization->id)->where('is_active', true)->orderBy('name')->get();
+
+        return view('qms.appointments.create', [
+            'organization' => $organization,
+            'branches' => $branches,
+            'queues' => $queues,
+            'modes' => config('qms.appointment_modes'),
+        ]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'appointments.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $validated = $request->validate([
+            'branch_id' => ['required', 'exists:queue_branches,id'],
+            'service_queue_id' => ['nullable', 'exists:queue_service_queues,id'],
+            'customer_name' => ['required', 'string', 'max:255'],
+            'customer_phone' => ['nullable', 'string', 'max:50'],
+            'customer_email' => ['nullable', 'email', 'max:255'],
+            'scheduled_at' => ['required', 'date'],
+            'mode' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.appointment_modes')))],
+        ]);
+
+        $appointment = QueueAppointment::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            ...$validated,
+            'mode' => $validated['mode'] ?? $organization->settings['appointment_mode'] ?? 'hybrid',
+            'status' => 'scheduled',
+            'reference' => 'APT-'.Str::upper(Str::random(6)),
+        ]);
+
+        AuditLogger::record($owner, 'appointment.created', $organization->id, $owner, QueueAppointment::class, $appointment->id);
+
+        return redirect()->route('qms.appointments.index')->with('success', 'Appointment scheduled.');
+    }
+
+    public function edit(Request $request, QueueAppointment $appointment): View
+    {
+        $this->authorizeAbility($request, 'appointments.manage');
+        $this->authorizeOwner($request, $appointment);
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        return view('qms.appointments.edit', [
+            'appointment' => $appointment,
+            'branches' => Branch::owned($owner)->where('organization_id', $organization->id)->orderBy('name')->get(),
+            'queues' => ServiceQueue::owned($owner)->where('organization_id', $organization->id)->orderBy('name')->get(),
+            'modes' => config('qms.appointment_modes'),
+        ]);
+    }
+
+    public function update(Request $request, QueueAppointment $appointment): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'appointments.manage');
+        $this->authorizeOwner($request, $appointment);
+        abort_unless($appointment->status === 'scheduled', 422, 'Only scheduled appointments can be edited.');
+
+        $validated = $request->validate([
+            'branch_id' => ['required', 'exists:queue_branches,id'],
+            'service_queue_id' => ['nullable', 'exists:queue_service_queues,id'],
+            'customer_name' => ['required', 'string', 'max:255'],
+            'customer_phone' => ['nullable', 'string', 'max:50'],
+            'customer_email' => ['nullable', 'email', 'max:255'],
+            'scheduled_at' => ['required', 'date'],
+            'mode' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.appointment_modes')))],
+        ]);
+
+        $appointment->update($validated);
+        AuditLogger::record($this->ownerRef($request), 'appointment.created', $appointment->organization_id, $this->ownerRef($request), QueueAppointment::class, $appointment->id, ['updated' => true]);
+
+        return redirect()->route('qms.appointments.index')->with('success', 'Appointment updated.');
+    }
+
+    public function checkIn(Request $request, QueueAppointment $appointment): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'appointments.manage');
+        $this->authorizeOwner($request, $appointment);
+
+        $ticket = $this->appointments->checkIn($appointment, $this->ownerRef($request));
+
+        return redirect()->route('qms.tickets.show', $ticket)->with('success', 'Appointment checked in. Ticket issued.');
+    }
+
+    public function cancel(Request $request, QueueAppointment $appointment): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'appointments.manage');
+        $this->authorizeOwner($request, $appointment);
+
+        $appointment->update(['status' => 'cancelled']);
+        AuditLogger::record($this->ownerRef($request), 'appointment.cancelled', $appointment->organization_id, $this->ownerRef($request), QueueAppointment::class, $appointment->id);
+
+        return back()->with('success', 'Appointment cancelled.');
+    }
+}

app/Http/Controllers/Qms/AuditLogController.php

@@ -0,0 +1,76 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\AuditLog;
+use App\Services\Qms\QmsPermissions;
+use Illuminate\Http\Request;
+use Illuminate\Support\Carbon;
+use Illuminate\View\View;
+use Symfony\Component\HttpFoundation\StreamedResponse;
+
+class AuditLogController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'audit.view');
+        $organization = $this->organization($request);
+
+        $logs = $this->query($request, $organization)->paginate(50)->withQueryString();
+
+        return view('qms.audit.index', [
+            'logs' => $logs,
+            'organization' => $organization,
+            'actions' => config('qms.audit_actions'),
+            'canExport' => app(QmsPermissions::class)->can($this->member($request), 'audit.export'),
+        ]);
+    }
+
+    public function export(Request $request): StreamedResponse
+    {
+        $this->authorizeAbility($request, 'audit.export');
+        $organization = $this->organization($request);
+
+        $filename = 'queue-audit-'.now()->format('Y-m-d-His').'.csv';
+
+        return response()->streamDownload(function () use ($request, $organization) {
+            $handle = fopen('php://output', 'w');
+            fputcsv($handle, ['Time', 'Action', 'Actor', 'Subject', 'Metadata', 'IP']);
+
+            $this->query($request, $organization)->chunk(200, function ($logs) use ($handle) {
+                foreach ($logs as $log) {
+                    fputcsv($handle, [
+                        $log->created_at?->toDateTimeString(),
+                        $log->action,
+                        $log->actor_ref ?? '—',
+                        $log->subject_type ? class_basename($log->subject_type).' #'.$log->subject_id : '—',
+                        json_encode($log->metadata ?? []),
+                        $log->ip_address ?? '—',
+                    ]);
+                }
+            });
+
+            fclose($handle);
+        }, $filename, ['Content-Type' => 'text/csv']);
+    }
+
+    protected function query(Request $request, $organization)
+    {
+        return AuditLog::owned($this->ownerRef($request))
+            ->where('organization_id', $organization->id)
+            ->when($request->action, fn ($q, $action) => $q->where('action', $action))
+            ->when($request->from, fn ($q, $from) => $q->where('created_at', '>=', Carbon::parse($from)->startOfDay()))
+            ->when($request->to, fn ($q, $to) => $q->where('created_at', '<=', Carbon::parse($to)->endOfDay()))
+            ->when($request->q, function ($q, $search) {
+                $q->where(function ($inner) use ($search) {
+                    $inner->where('action', 'like', "%{$search}%")
+                        ->orWhere('metadata', 'like', "%{$search}%");
+                });
+            })
+            ->orderByDesc('created_at');
+    }
+}

app/Http/Controllers/Qms/BranchController.php

@@ -0,0 +1,102 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Services\Qms\AuditLogger;
+use App\Services\Qms\PlanService;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class BranchController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'admin.branches.view');
+        $organization = $this->organization($request);
+
+        $branches = Branch::owned($this->ownerRef($request))
+            ->where('organization_id', $organization->id)
+            ->withCount('departments')
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.admin.branches.index', compact('branches', 'organization'));
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'admin.branches.manage');
+
+        return view('qms.admin.branches.create', ['organization' => $this->organization($request)]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'admin.branches.manage');
+        $organization = $this->organization($request);
+        $owner = $this->ownerRef($request);
+
+        $currentCount = Branch::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->count();
+
+        if (! app(PlanService::class)->canAddBranch($organization, $currentCount)) {
+            return back()->withInput()->with('error', 'Your plan allows one branch. Upgrade to Pro for unlimited branches.');
+        }
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'code' => ['nullable', 'string', 'max:50'],
+            'address' => ['nullable', 'string', 'max:500'],
+            'phone' => ['nullable', 'string', 'max:50'],
+        ]);
+
+        $branch = Branch::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            ...$validated,
+            'is_active' => true,
+        ]);
+
+        AuditLogger::record($owner, 'branch.created', $organization->id, $owner, Branch::class, $branch->id);
+
+        return redirect()->route('qms.branches.index')->with('success', 'Branch created.');
+    }
+
+    public function edit(Request $request, Branch $branch): View
+    {
+        $this->authorizeAbility($request, 'admin.branches.manage');
+        $this->authorizeOwner($request, $branch);
+
+        return view('qms.admin.branches.edit', compact('branch'));
+    }
+
+    public function update(Request $request, Branch $branch): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'admin.branches.manage');
+        $this->authorizeOwner($request, $branch);
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'code' => ['nullable', 'string', 'max:50'],
+            'address' => ['nullable', 'string', 'max:500'],
+            'phone' => ['nullable', 'string', 'max:50'],
+            'is_active' => ['boolean'],
+        ]);
+
+        $branch->update([
+            ...$validated,
+            'is_active' => $request->boolean('is_active', true),
+        ]);
+
+        AuditLogger::record($this->ownerRef($request), 'branch.updated', $branch->organization_id, $this->ownerRef($request), Branch::class, $branch->id);
+
+        return redirect()->route('qms.branches.index')->with('success', 'Branch updated.');
+    }
+}

app/Http/Controllers/Qms/Concerns/ScopesToAccount.php

@@ -0,0 +1,59 @@
+<?php
+
+namespace App\Http\Controllers\Qms\Concerns;
+
+use App\Models\Member;
+use App\Models\Organization;
+use App\Services\Qms\OrganizationResolver;
+use App\Services\Qms\QmsPermissions;
+use Illuminate\Database\Eloquent\Builder;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Http\Request;
+
+trait ScopesToAccount
+{
+    protected function ownerRef(Request $request): string
+    {
+        return (string) $request->user()->public_id;
+    }
+
+    protected function organization(Request $request): Organization
+    {
+        $organization = $request->attributes->get('qms.organization')
+            ?? app(OrganizationResolver::class)->resolveForUser($request->user());
+
+        abort_unless($organization, 404);
+
+        return $organization;
+    }
+
+    protected function member(Request $request): ?Member
+    {
+        return $request->attributes->get('qms.member')
+            ?? app(OrganizationResolver::class)->memberFor($request->user(), $this->organization($request));
+    }
+
+    protected function authorizeAbility(Request $request, string $ability): void
+    {
+        abort_unless(
+            app(QmsPermissions::class)->can($this->member($request), $ability),
+            403,
+        );
+    }
+
+    protected function authorizeOwner(Request $request, Model $model): void
+    {
+        abort_unless($model->getAttribute('owner_ref') === $this->ownerRef($request), 404);
+    }
+
+    protected function scopeToBranch(Request $request, Builder $query, string $column = 'branch_id'): Builder
+    {
+        $branchId = app(OrganizationResolver::class)->branchScope($this->member($request));
+
+        if ($branchId !== null) {
+            $query->where($column, $branchId);
+        }
+
+        return $query;
+    }
+}

app/Http/Controllers/Qms/ConsoleController.php

@@ -0,0 +1,117 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Counter;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Services\Qms\OrganizationResolver;
+use App\Services\Qms\QueueEngine;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class ConsoleController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected QueueEngine $engine,
+    ) {}
+
+    public function show(Request $request, Counter $counter): View
+    {
+        $this->authorizeAbility($request, 'console.use');
+        $this->authorizeOwner($request, $counter);
+        $owner = $this->ownerRef($request);
+
+        $counter->load(['serviceQueues', 'branch']);
+        $queues = $counter->serviceQueues;
+
+        $currentTicket = Ticket::owned($owner)
+            ->where('counter_id', $counter->id)
+            ->whereIn('status', ['called', 'serving', 'on_hold'])
+            ->with('serviceQueue')
+            ->latest('called_at')
+            ->first();
+
+        $waitingByQueue = collect($queues)->mapWithKeys(function (ServiceQueue $queue) {
+            return [$queue->id => $this->engine->waitingTickets($queue, 10)];
+        });
+
+        $allQueues = ServiceQueue::owned($owner)
+            ->where('organization_id', $counter->organization_id)
+            ->where('branch_id', $counter->branch_id)
+            ->where('is_active', true)
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.console.show', compact('counter', 'queues', 'currentTicket', 'waitingByQueue', 'allQueues'));
+    }
+
+    public function action(Request $request, Counter $counter): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'console.use');
+        $this->authorizeOwner($request, $counter);
+        $actor = $this->ownerRef($request);
+
+        $validated = $request->validate([
+            'action' => ['required', 'string'],
+            'queue_id' => ['nullable', 'integer'],
+            'ticket_id' => ['nullable', 'integer'],
+            'to_queue_id' => ['nullable', 'integer'],
+            'reason' => ['nullable', 'string', 'max:500'],
+        ]);
+
+        match ($validated['action']) {
+            'call_next' => $this->handleCallNext($counter, (int) $validated['queue_id'], $actor),
+            'recall' => $this->handleTicketAction($validated['ticket_id'], 'recall', $actor),
+            'start' => $this->handleTicketAction($validated['ticket_id'], 'start', $actor),
+            'hold' => $this->handleTicketAction($validated['ticket_id'], 'hold', $actor),
+            'skip' => $this->handleTicketAction($validated['ticket_id'], 'skip', $actor),
+            'complete' => $this->handleTicketAction($validated['ticket_id'], 'complete', $actor),
+            'no_show' => $this->handleTicketAction($validated['ticket_id'], 'no_show', $actor),
+            'transfer' => $this->handleTransfer($validated['ticket_id'], (int) $validated['to_queue_id'], $counter, $validated['reason'] ?? null, $actor),
+            'available' => $counter->update(['status' => 'available']),
+            'offline' => $counter->update(['status' => 'offline']),
+            default => null,
+        };
+
+        return back();
+    }
+
+    protected function handleCallNext(Counter $counter, int $queueId, string $actor): void
+    {
+        $queue = ServiceQueue::findOrFail($queueId);
+        $this->engine->callNext($queue, $counter, $actor);
+    }
+
+    protected function handleTicketAction(?int $ticketId, string $action, string $actor): void
+    {
+        if (! $ticketId) {
+            return;
+        }
+        $ticket = Ticket::findOrFail($ticketId);
+        match ($action) {
+            'recall' => $this->engine->recall($ticket, $actor),
+            'start' => $this->engine->startServing($ticket, $actor),
+            'hold' => $this->engine->hold($ticket, $actor),
+            'skip' => $this->engine->skip($ticket, $actor),
+            'complete' => $this->engine->completeTicket($ticket, $actor),
+            'no_show' => $this->engine->markNoShow($ticket, $actor),
+            default => null,
+        };
+    }
+
+    protected function handleTransfer(?int $ticketId, int $toQueueId, Counter $counter, ?string $reason, string $actor): void
+    {
+        if (! $ticketId || ! $toQueueId) {
+            return;
+        }
+        $ticket = Ticket::findOrFail($ticketId);
+        $toQueue = ServiceQueue::findOrFail($toQueueId);
+        $this->engine->transfer($ticket, $toQueue, $counter, $reason, $actor);
+    }
+}

app/Http/Controllers/Qms/CounterController.php

@@ -0,0 +1,128 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\Counter;
+use App\Models\ServiceQueue;
+use App\Services\Qms\AuditLogger;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class CounterController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'counters.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $counters = Counter::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->with(['branch', 'serviceQueues'])
+            ->when(true, fn ($q) => $this->scopeToBranch($request, $q))
+            ->orderBy('name')
+            ->paginate(20);
+
+        return view('qms.counters.index', compact('counters', 'organization'));
+    }
+
+    public function show(Request $request, Counter $counter): View
+    {
+        $this->authorizeAbility($request, 'counters.view');
+        $this->authorizeOwner($request, $counter);
+        $counter->load(['branch', 'serviceQueues']);
+
+        return view('qms.counters.show', compact('counter'));
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'counters.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $branches = Branch::owned($owner)->where('organization_id', $organization->id)->where('is_active', true)->orderBy('name')->get();
+        $queues = ServiceQueue::owned($owner)->where('organization_id', $organization->id)->where('is_active', true)->orderBy('name')->get();
+
+        return view('qms.counters.create', compact('organization', 'branches', 'queues'));
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'counters.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $validated = $this->validatedCounter($request);
+
+        $counter = Counter::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            'branch_id' => $validated['branch_id'],
+            'name' => $validated['name'],
+            'code' => $validated['code'] ?? null,
+            'status' => 'available',
+            'is_active' => true,
+        ]);
+
+        if (! empty($validated['queue_ids'])) {
+            $counter->serviceQueues()->sync($validated['queue_ids']);
+        }
+
+        AuditLogger::record($owner, 'counter.created', $organization->id, $owner, Counter::class, $counter->id);
+
+        return redirect()->route('qms.counters.show', $counter)->with('success', 'Counter created.');
+    }
+
+    public function edit(Request $request, Counter $counter): View
+    {
+        $this->authorizeAbility($request, 'counters.manage');
+        $this->authorizeOwner($request, $counter);
+        $owner = $this->ownerRef($request);
+
+        return view('qms.counters.edit', [
+            'counter' => $counter->load('serviceQueues'),
+            'branches' => Branch::owned($owner)->where('organization_id', $counter->organization_id)->orderBy('name')->get(),
+            'queues' => ServiceQueue::owned($owner)->where('organization_id', $counter->organization_id)->orderBy('name')->get(),
+        ]);
+    }
+
+    public function update(Request $request, Counter $counter): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'counters.manage');
+        $this->authorizeOwner($request, $counter);
+
+        $validated = $this->validatedCounter($request);
+        $counter->update([
+            'name' => $validated['name'],
+            'code' => $validated['code'] ?? null,
+            'branch_id' => $validated['branch_id'],
+            'is_active' => $request->boolean('is_active', $counter->is_active),
+        ]);
+        $counter->serviceQueues()->sync($validated['queue_ids'] ?? []);
+
+        AuditLogger::record($this->ownerRef($request), 'counter.updated', $counter->organization_id, $this->ownerRef($request), Counter::class, $counter->id);
+
+        return redirect()->route('qms.counters.show', $counter)->with('success', 'Counter updated.');
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    protected function validatedCounter(Request $request): array
+    {
+        return $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'code' => ['nullable', 'string', 'max:50'],
+            'branch_id' => ['required', 'exists:queue_branches,id'],
+            'queue_ids' => ['nullable', 'array'],
+            'queue_ids.*' => ['integer', 'exists:queue_service_queues,id'],
+        ]);
+    }
+}

app/Http/Controllers/Qms/DashboardController.php

@@ -0,0 +1,48 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\Member;
+use App\Models\ServiceQueue;
+use App\Services\Qms\DashboardStats;
+use App\Services\Qms\OrganizationResolver;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class DashboardController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected DashboardStats $stats,
+    ) {}
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'dashboard.view');
+        $organization = $this->organization($request);
+        $owner = $this->ownerRef($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+
+        $branchQuery = Branch::owned($owner)->where('organization_id', $organization->id);
+        $this->scopeToBranch($request, $branchQuery);
+
+        $orgStats = [
+            'branches' => (clone $branchQuery)->where('is_active', true)->count(),
+            'team_members' => Member::owned($owner)->where('organization_id', $organization->id)->count(),
+            'queues' => ServiceQueue::owned($owner)
+                ->where('organization_id', $organization->id)
+                ->when($branchScope, fn ($q) => $q->where('branch_id', $branchScope))
+                ->where('is_active', true)
+                ->count(),
+        ];
+
+        $operational = $this->stats->forOrganization($owner, $organization->id, $branchScope);
+        $branches = (clone $branchQuery)->withCount('serviceQueues')->orderBy('name')->get();
+
+        return view('qms.dashboard', compact('organization', 'orgStats', 'branches', 'operational'));
+    }
+}

app/Http/Controllers/Qms/DepartmentController.php

@@ -0,0 +1,136 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\Department;
+use App\Services\Qms\AuditLogger;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class DepartmentController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'admin.departments.view');
+        $organization = $this->organization($request);
+        $owner = $this->ownerRef($request);
+
+        $departments = Department::owned($owner)
+            ->whereHas('branch', fn ($q) => $q->where('organization_id', $organization->id))
+            ->with('branch')
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.admin.departments.index', [
+            'departments' => $departments,
+            'organization' => $organization,
+            'types' => config('qms.department_types'),
+        ]);
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'admin.departments.manage');
+        $organization = $this->organization($request);
+
+        $branches = Branch::owned($this->ownerRef($request))
+            ->where('organization_id', $organization->id)
+            ->where('is_active', true)
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.admin.departments.create', [
+            'organization' => $organization,
+            'branches' => $branches,
+            'types' => config('qms.department_types'),
+        ]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'admin.departments.manage');
+        $organization = $this->organization($request);
+        $owner = $this->ownerRef($request);
+
+        $validated = $request->validate([
+            'branch_id' => ['required', 'integer', 'exists:queue_branches,id'],
+            'name' => ['required', 'string', 'max:255'],
+            'type' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.department_types')))],
+        ]);
+
+        $branch = Branch::owned($owner)->findOrFail($validated['branch_id']);
+        abort_unless($branch->organization_id === $organization->id, 404);
+
+        $department = Department::create([
+            'owner_ref' => $owner,
+            'branch_id' => $branch->id,
+            'name' => $validated['name'],
+            'type' => $validated['type'],
+            'is_active' => true,
+        ]);
+
+        AuditLogger::record($owner, 'department.created', $organization->id, $owner, Department::class, $department->id);
+
+        return redirect()->route('qms.departments.index')->with('success', 'Department created.');
+    }
+
+    public function edit(Request $request, Department $department): View
+    {
+        $this->authorizeAbility($request, 'admin.departments.manage');
+        $this->authorizeOwner($request, $department);
+
+        return view('qms.admin.departments.edit', [
+            'department' => $department,
+            'types' => config('qms.department_types'),
+        ]);
+    }
+
+    public function update(Request $request, Department $department): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'admin.departments.manage');
+        $this->authorizeOwner($request, $department);
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'type' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.department_types')))],
+            'is_active' => ['boolean'],
+        ]);
+
+        $department->update([
+            ...$validated,
+            'is_active' => $request->boolean('is_active', true),
+        ]);
+
+        AuditLogger::record(
+            $this->ownerRef($request),
+            'department.updated',
+            $department->branch->organization_id,
+            $this->ownerRef($request),
+            Department::class,
+            $department->id,
+        );
+
+        return redirect()->route('qms.departments.index')->with('success', 'Department updated.');
+    }
+
+    public function destroy(Request $request, Department $department): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'admin.departments.manage');
+        $this->authorizeOwner($request, $department);
+
+        $department->load('branch');
+        $organizationId = $department->branch->organization_id;
+        $departmentId = $department->id;
+        $department->delete();
+
+        AuditLogger::record($this->ownerRef($request), 'department.deleted', $organizationId, $this->ownerRef($request), Department::class, $departmentId);
+
+        return redirect()->route('qms.departments.index')->with('success', 'Department removed.');
+    }
+}

app/Http/Controllers/Qms/DeviceController.php

@@ -0,0 +1,89 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\Device;
+use App\Models\ServiceQueue;
+use App\Services\Qms\AuditLogger;
+use App\Services\Qms\DeviceService;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class DeviceController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected DeviceService $devices,
+    ) {}
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'displays.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $devices = Device::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->orderBy('name')
+            ->paginate(20);
+
+        return view('qms.devices.index', compact('devices', 'organization'));
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'displays.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+        $branches = Branch::owned($owner)->where('organization_id', $organization->id)->orderBy('name')->get();
+
+        return view('qms.devices.create', [
+            'organization' => $organization,
+            'branches' => $branches,
+            'deviceTypes' => config('qms.device_types'),
+        ]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'displays.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'type' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.device_types')))],
+            'branch_id' => ['nullable', 'exists:queue_branches,id'],
+        ]);
+
+        $device = Device::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            'branch_id' => $validated['branch_id'] ?? null,
+            'name' => $validated['name'],
+            'type' => $validated['type'],
+            'status' => 'offline',
+        ]);
+
+        $token = $this->devices->generateToken($device);
+        AuditLogger::record($owner, 'device.created', $organization->id, $owner, Device::class, $device->id);
+
+        return redirect()->route('qms.devices.index')
+            ->with('success', 'Device registered. Token: '.$token);
+    }
+
+    public function regenerateToken(Request $request, Device $device): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'displays.manage');
+        $this->authorizeOwner($request, $device);
+
+        $token = $this->devices->generateToken($device);
+
+        return back()->with('success', 'New device token: '.$token);
+    }
+}

app/Http/Controllers/Qms/DisplayPublicController.php

@@ -0,0 +1,47 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Services\Qms\DisplayService;
+use App\Services\Qms\VoiceAnnouncementService;
+use Illuminate\Http\JsonResponse;
+use Illuminate\View\View;
+
+class DisplayPublicController extends Controller
+{
+    public function __construct(
+        protected DisplayService $displays,
+        protected VoiceAnnouncementService $voice,
+    ) {}
+
+    public function show(string $token): View
+    {
+        $screen = $this->displays->findByToken($token) ?? abort(404);
+        $this->displays->touch($screen);
+
+        return view('qms.display.public', [
+            'screen' => $screen,
+            'dataUrl' => route('qms.display.data', $token),
+        ]);
+    }
+
+    public function data(string $token): JsonResponse
+    {
+        $screen = $this->displays->findByToken($token) ?? abort(404);
+        $this->displays->touch($screen);
+
+        $payload = $this->displays->payload($screen);
+
+        foreach ($payload['announcements'] as $announcement) {
+            if (isset($announcement['id'])) {
+                $model = \App\Models\VoiceAnnouncement::find($announcement['id']);
+                if ($model) {
+                    $this->voice->markPlayed($model);
+                }
+            }
+        }
+
+        return response()->json($payload);
+    }
+}

app/Http/Controllers/Qms/DisplayScreenController.php

@@ -0,0 +1,126 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\DisplayScreen;
+use App\Models\ServiceQueue;
+use App\Services\Qms\AuditLogger;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class DisplayScreenController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'displays.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $screens = DisplayScreen::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->orderBy('name')
+            ->paginate(20);
+
+        return view('qms.displays.index', compact('screens', 'organization'));
+    }
+
+    public function show(Request $request, DisplayScreen $display): View
+    {
+        $this->authorizeAbility($request, 'displays.view');
+        $this->authorizeOwner($request, $display);
+        $display->load('branch');
+
+        return view('qms.displays.show', compact('display'));
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'displays.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        return view('qms.displays.create', [
+            'organization' => $organization,
+            'branches' => Branch::owned($owner)->where('organization_id', $organization->id)->orderBy('name')->get(),
+            'queues' => ServiceQueue::owned($owner)->where('organization_id', $organization->id)->orderBy('name')->get(),
+            'layouts' => config('qms.display_layouts'),
+        ]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'displays.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $validated = $this->validatedDisplay($request);
+
+        $screen = DisplayScreen::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            'branch_id' => $validated['branch_id'],
+            'name' => $validated['name'],
+            'layout' => $validated['layout'],
+            'service_queue_ids' => $validated['queue_ids'] ?? [],
+            'is_active' => true,
+        ]);
+
+        AuditLogger::record($owner, 'display.created', $organization->id, $owner, DisplayScreen::class, $screen->id);
+
+        return redirect()->route('qms.displays.show', $screen)
+            ->with('success', 'Display created. URL: '.route('qms.display.public', $screen->access_token));
+    }
+
+    public function edit(Request $request, DisplayScreen $display): View
+    {
+        $this->authorizeAbility($request, 'displays.manage');
+        $this->authorizeOwner($request, $display);
+        $owner = $this->ownerRef($request);
+
+        return view('qms.displays.edit', [
+            'display' => $display,
+            'branches' => Branch::owned($owner)->where('organization_id', $display->organization_id)->orderBy('name')->get(),
+            'queues' => ServiceQueue::owned($owner)->where('organization_id', $display->organization_id)->orderBy('name')->get(),
+            'layouts' => config('qms.display_layouts'),
+        ]);
+    }
+
+    public function update(Request $request, DisplayScreen $display): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'displays.manage');
+        $this->authorizeOwner($request, $display);
+
+        $validated = $this->validatedDisplay($request);
+        $display->update([
+            'name' => $validated['name'],
+            'branch_id' => $validated['branch_id'],
+            'layout' => $validated['layout'],
+            'service_queue_ids' => $validated['queue_ids'] ?? [],
+            'is_active' => $request->boolean('is_active', $display->is_active),
+        ]);
+
+        AuditLogger::record($this->ownerRef($request), 'display.updated', $display->organization_id, $this->ownerRef($request), DisplayScreen::class, $display->id);
+
+        return redirect()->route('qms.displays.show', $display)->with('success', 'Display updated.');
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    protected function validatedDisplay(Request $request): array
+    {
+        return $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'branch_id' => ['required', 'exists:queue_branches,id'],
+            'layout' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.display_layouts')))],
+            'queue_ids' => ['nullable', 'array'],
+            'queue_ids.*' => ['integer', 'exists:queue_service_queues,id'],
+        ]);
+    }
+}

app/Http/Controllers/Qms/FeedbackAdminController.php

@@ -0,0 +1,41 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\CustomerFeedback;
+use App\Services\Qms\OrganizationResolver;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class FeedbackAdminController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'feedback.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+
+        $feedback = CustomerFeedback::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->when($branchScope, fn ($q) => $q->whereHas('ticket', fn ($t) => $t->where('branch_id', $branchScope)))
+            ->with(['ticket', 'counter'])
+            ->latest()
+            ->paginate(30);
+
+        $avgRating = CustomerFeedback::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->when($branchScope, fn ($q) => $q->whereHas('ticket', fn ($t) => $t->where('branch_id', $branchScope)))
+            ->avg('rating');
+
+        return view('qms.feedback.index', [
+            'feedback' => $feedback,
+            'organization' => $organization,
+            'avgRating' => round((float) $avgRating, 1),
+        ]);
+    }
+}

app/Http/Controllers/Qms/FeedbackController.php

@@ -0,0 +1,51 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Models\CustomerFeedback;
+use App\Models\Ticket;
+use App\Services\Qms\AuditLogger;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class FeedbackController extends Controller
+{
+    public function show(string $qrToken): View
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->firstOrFail();
+        abort_unless($ticket->status === 'completed', 404);
+
+        $existing = CustomerFeedback::where('ticket_id', $ticket->id)->first();
+
+        return view('qms.feedback.show', compact('ticket', 'existing'));
+    }
+
+    public function store(Request $request, string $qrToken): RedirectResponse
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->firstOrFail();
+        abort_unless($ticket->status === 'completed', 404);
+        abort_if(CustomerFeedback::where('ticket_id', $ticket->id)->exists(), 422, 'Feedback already submitted.');
+
+        $validated = $request->validate([
+            'rating' => ['required', 'integer', 'min:1', 'max:5'],
+            'service_quality' => ['nullable', 'integer', 'min:1', 'max:5'],
+            'wait_experience' => ['nullable', 'integer', 'min:1', 'max:5'],
+            'staff_professionalism' => ['nullable', 'integer', 'min:1', 'max:5'],
+            'comments' => ['nullable', 'string', 'max:2000'],
+        ]);
+
+        $feedback = CustomerFeedback::create([
+            'owner_ref' => $ticket->owner_ref,
+            'organization_id' => $ticket->organization_id,
+            'ticket_id' => $ticket->id,
+            'counter_id' => $ticket->counter_id,
+            ...$validated,
+        ]);
+
+        AuditLogger::record($ticket->owner_ref, 'feedback.submitted', $ticket->organization_id, null, CustomerFeedback::class, $feedback->id);
+
+        return back()->with('success', 'Thank you for your feedback.');
+    }
+}

app/Http/Controllers/Qms/KioskDeviceController.php

@@ -0,0 +1,60 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Models\ServiceQueue;
+use App\Services\Qms\DeviceService;
+use App\Services\Qms\QueueEngine;
+use App\Services\Qms\TicketPresenter;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class KioskDeviceController extends Controller
+{
+    public function __construct(
+        protected QueueEngine $engine,
+        protected DeviceService $devices,
+    ) {}
+
+    public function show(Request $request): View
+    {
+        $device = $request->attributes->get('qms.device');
+        $queues = ServiceQueue::query()
+            ->where('organization_id', $device->organization_id)
+            ->when($device->branch_id, fn ($q) => $q->where('branch_id', $device->branch_id))
+            ->where('is_active', true)
+            ->orderBy('name')
+            ->get();
+
+        $this->devices->recordHeartbeat($device);
+
+        return view('qms.kiosk.device', compact('device', 'queues'));
+    }
+
+    public function issue(Request $request): JsonResponse
+    {
+        $device = $request->attributes->get('qms.device');
+        $this->devices->recordHeartbeat($device);
+
+        $validated = $request->validate([
+            'queue_id' => ['required', 'integer', 'exists:queue_service_queues,id'],
+            'customer_name' => ['nullable', 'string', 'max:255'],
+            'customer_phone' => ['nullable', 'string', 'max:50'],
+            'priority' => ['nullable', 'string'],
+        ]);
+
+        $queue = ServiceQueue::findOrFail($validated['queue_id']);
+        abort_unless($queue->organization_id === $device->organization_id, 403);
+
+        $ticket = $this->engine->issueTicket($queue, $device->owner_ref, [
+            'customer_name' => $validated['customer_name'] ?? null,
+            'customer_phone' => $validated['customer_phone'] ?? null,
+            'priority' => $validated['priority'] ?? 'walk_in',
+            'source' => 'kiosk',
+        ]);
+
+        return response()->json(['data' => TicketPresenter::toArray($ticket)]);
+    }
+}

app/Http/Controllers/Qms/MemberController.php

@@ -0,0 +1,98 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\Member;
+use App\Services\Qms\AuditLogger;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class MemberController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'admin.members.view');
+        $organization = $this->organization($request);
+
+        $members = Member::owned($this->ownerRef($request))
+            ->where('organization_id', $organization->id)
+            ->with('branch')
+            ->orderBy('created_at')
+            ->get();
+
+        return view('qms.admin.members.index', [
+            'members' => $members,
+            'organization' => $organization,
+            'roles' => config('qms.roles'),
+        ]);
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'admin.members.manage');
+        $organization = $this->organization($request);
+
+        $branches = Branch::owned($this->ownerRef($request))
+            ->where('organization_id', $organization->id)
+            ->where('is_active', true)
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.admin.members.create', [
+            'organization' => $organization,
+            'branches' => $branches,
+            'roles' => config('qms.roles'),
+        ]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'admin.members.manage');
+        $organization = $this->organization($request);
+        $owner = $this->ownerRef($request);
+
+        $validated = $request->validate([
+            'user_ref' => ['required', 'string', 'max:255'],
+            'role' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.roles')))],
+            'branch_id' => ['nullable', 'integer', 'exists:queue_branches,id'],
+        ]);
+
+        $member = Member::updateOrCreate(
+            [
+                'organization_id' => $organization->id,
+                'user_ref' => $validated['user_ref'],
+            ],
+            [
+                'owner_ref' => $owner,
+                'role' => $validated['role'],
+                'branch_id' => $validated['branch_id'] ?? null,
+            ],
+        );
+
+        AuditLogger::record($owner, 'member.created', $organization->id, $owner, Member::class, $member->id);
+
+        return redirect()->route('qms.members.index')->with('success', 'Member saved.');
+    }
+
+    public function destroy(Request $request, Member $member): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'admin.members.manage');
+        $this->authorizeOwner($request, $member);
+
+        abort_if($member->user_ref === $this->ownerRef($request), 422, 'You cannot remove yourself.');
+
+        $memberId = $member->id;
+        $organizationId = $member->organization_id;
+        $member->delete();
+
+        AuditLogger::record($this->ownerRef($request), 'member.deleted', $organizationId, $this->ownerRef($request), Member::class, $memberId);
+
+        return redirect()->route('qms.members.index')->with('success', 'Member removed.');
+    }
+}

app/Http/Controllers/Qms/MobileQueueController.php

@@ -0,0 +1,93 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Services\Qms\QueueEngine;
+use App\Services\Qms\TicketPresenter;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class MobileQueueController extends Controller
+{
+    public function __construct(
+        protected QueueEngine $engine,
+    ) {}
+
+    public function joinForm(): View
+    {
+        return view('qms.mobile.join');
+    }
+
+    public function join(Request $request): RedirectResponse
+    {
+        $validated = $request->validate([
+            'queue_uuid' => ['required', 'uuid'],
+            'customer_name' => ['nullable', 'string', 'max:255'],
+            'customer_phone' => ['required', 'string', 'max:50'],
+        ]);
+
+        $queue = ServiceQueue::where('uuid', $validated['queue_uuid'])->where('is_active', true)->firstOrFail();
+
+        $ticket = $this->engine->issueTicket($queue, $queue->owner_ref, [
+            'customer_name' => $validated['customer_name'] ?? null,
+            'customer_phone' => $validated['customer_phone'],
+            'source' => 'mobile',
+        ]);
+
+        return redirect()->route('qms.mobile.show', $ticket->qr_token);
+    }
+
+    public function show(string $qrToken): View
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->with(['serviceQueue', 'counter'])->firstOrFail();
+
+        $ahead = Ticket::query()
+            ->where('service_queue_id', $ticket->service_queue_id)
+            ->where('status', 'waiting')
+            ->where('issued_at', '<', $ticket->issued_at)
+            ->count();
+
+        return view('qms.mobile.show', [
+            'ticket' => $ticket,
+            'presented' => TicketPresenter::toArray($ticket, false),
+            'customersAhead' => $ahead,
+            'pollUrl' => route('qms.mobile.data', $qrToken),
+        ]);
+    }
+
+    public function data(string $qrToken): \Illuminate\Http\JsonResponse
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->with(['serviceQueue', 'counter'])->firstOrFail();
+        $ahead = Ticket::query()
+            ->where('service_queue_id', $ticket->service_queue_id)
+            ->where('status', 'waiting')
+            ->where('issued_at', '<', $ticket->issued_at)
+            ->count();
+
+        return response()->json([
+            'data' => TicketPresenter::toArray($ticket, false),
+            'customers_ahead' => $ahead,
+        ]);
+    }
+
+    public function delay(Request $request, string $qrToken): RedirectResponse
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->whereIn('status', ['waiting', 'on_hold'])->firstOrFail();
+        $validated = $request->validate(['minutes' => ['required', 'integer', 'min:5', 'max:120']]);
+        $this->engine->delayArrival($ticket, $validated['minutes']);
+
+        return back()->with('success', 'Arrival delayed.');
+    }
+
+    public function cancel(string $qrToken): RedirectResponse
+    {
+        $ticket = Ticket::where('qr_token', $qrToken)->whereIn('status', ['waiting', 'on_hold', 'called'])->firstOrFail();
+        $this->engine->cancel($ticket);
+
+        return redirect()->route('qms.mobile.join')->with('success', 'Ticket cancelled.');
+    }
+}

app/Http/Controllers/Qms/OnboardingController.php

@@ -0,0 +1,62 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Services\Qms\OrganizationResolver;
+use App\Support\OrganizationBranding;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class OnboardingController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected OrganizationResolver $organizations,
+    ) {}
+
+    public function show(Request $request): View|RedirectResponse
+    {
+        if ($this->organizations->isOnboarded($request->user())) {
+            return redirect()->route('qms.dashboard');
+        }
+
+        return view('qms.onboarding.show', [
+            'user' => $request->user(),
+            'timezones' => timezone_identifiers_list(),
+            'industries' => config('qms.industry_templates'),
+            'appointmentModes' => config('qms.appointment_modes'),
+        ]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        if ($this->organizations->isOnboarded($request->user())) {
+            return redirect()->route('qms.dashboard');
+        }
+
+        $validated = $request->validate([
+            'organization_name' => ['required', 'string', 'max:255'],
+            'industry' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.industry_templates')))],
+            'appointment_mode' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.appointment_modes')))],
+            'branch_name' => ['required', 'string', 'max:255'],
+            'branch_address' => ['nullable', 'string', 'max:500'],
+            'branch_phone' => ['nullable', 'string', 'max:50'],
+            'timezone' => ['required', 'timezone'],
+            'logo' => ['nullable', 'image', 'mimes:jpeg,png,jpg,webp,svg', 'max:2048'],
+        ]);
+
+        $organization = $this->organizations->completeOnboarding($request->user(), $validated);
+
+        if ($request->hasFile('logo')) {
+            $organization->update([
+                'logo_path' => OrganizationBranding::storeLogo($organization, $request->file('logo')),
+            ]);
+        }
+
+        return redirect()->route('qms.dashboard')->with('success', 'Welcome to Ladill Queue!');
+    }
+}

app/Http/Controllers/Qms/QueueBoardController.php

@@ -0,0 +1,52 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Services\Qms\OrganizationResolver;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class QueueBoardController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'queues.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+
+        $queues = ServiceQueue::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->when($branchScope, fn ($q) => $q->where('branch_id', $branchScope))
+            ->where('is_active', true)
+            ->with('branch')
+            ->orderBy('name')
+            ->get();
+
+        $waiting = Ticket::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->where('status', 'waiting')
+            ->when($branchScope, fn ($q) => $q->where('branch_id', $branchScope))
+            ->with('serviceQueue')
+            ->orderBy('issued_at')
+            ->limit(100)
+            ->get();
+
+        $serving = Ticket::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->whereIn('status', ['called', 'serving'])
+            ->when($branchScope, fn ($q) => $q->where('branch_id', $branchScope))
+            ->with(['serviceQueue', 'counter'])
+            ->orderByDesc('called_at')
+            ->limit(20)
+            ->get();
+
+        return view('qms.board.index', compact('organization', 'queues', 'waiting', 'serving'));
+    }
+}

app/Http/Controllers/Qms/QueueRuleController.php

@@ -0,0 +1,81 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\QueueRule;
+use App\Models\ServiceQueue;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class QueueRuleController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request, ServiceQueue $serviceQueue): View
+    {
+        $this->authorizeAbility($request, 'rules.view');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $rules = QueueRule::owned($this->ownerRef($request))
+            ->where('service_queue_id', $serviceQueue->id)
+            ->orderBy('sort_order')
+            ->get();
+
+        return view('qms.rules.index', [
+            'queue' => $serviceQueue,
+            'rules' => $rules,
+            'ruleTypes' => config('qms.rule_types'),
+        ]);
+    }
+
+    public function store(Request $request, ServiceQueue $serviceQueue): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'rules.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $validated = $request->validate([
+            'rule_type' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.rule_types')))],
+            'waiting_threshold' => ['nullable', 'integer', 'min:1'],
+            'overflow_queue_id' => ['nullable', 'exists:queue_service_queues,id'],
+            'priority' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.ticket_priorities')))],
+            'source' => ['nullable', 'string'],
+        ]);
+
+        $conditions = [];
+        $actions = [];
+
+        if ($validated['rule_type'] === 'overflow') {
+            $conditions['waiting_threshold'] = (int) ($validated['waiting_threshold'] ?? 10);
+            $actions['overflow_queue_id'] = $validated['overflow_queue_id'] ?? null;
+        } elseif ($validated['rule_type'] === 'priority_boost') {
+            $conditions['source'] = $validated['source'] ?? null;
+            $actions['priority'] = $validated['priority'] ?? 'vip';
+        }
+
+        QueueRule::create([
+            'owner_ref' => $this->ownerRef($request),
+            'service_queue_id' => $serviceQueue->id,
+            'rule_type' => $validated['rule_type'],
+            'conditions' => $conditions,
+            'actions' => $actions,
+            'sort_order' => QueueRule::where('service_queue_id', $serviceQueue->id)->max('sort_order') + 1,
+            'is_active' => true,
+        ]);
+
+        return back()->with('success', 'Rule added.');
+    }
+
+    public function destroy(Request $request, ServiceQueue $serviceQueue, QueueRule $rule): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'rules.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+        abort_unless($rule->service_queue_id === $serviceQueue->id, 404);
+
+        $rule->delete();
+
+        return back()->with('success', 'Rule removed.');
+    }
+}

app/Http/Controllers/Qms/ReportController.php

@@ -0,0 +1,142 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Services\Qms\OrganizationResolver;
+use App\Services\Qms\QmsPermissions;
+use App\Services\Qms\ReportService;
+use Illuminate\Http\Request;
+use Illuminate\Support\Carbon;
+use Illuminate\View\View;
+use Symfony\Component\HttpFoundation\StreamedResponse;
+
+class ReportController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected ReportService $reports,
+    ) {}
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'reports.view');
+        $organization = $this->organization($request);
+
+        $branches = Branch::owned($this->ownerRef($request))
+            ->where('organization_id', $organization->id)
+            ->where('is_active', true)
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.reports.index', [
+            'organization' => $organization,
+            'branches' => $branches,
+            'reports' => config('qms.report_types'),
+        ]);
+    }
+
+    public function show(Request $request, string $type): View
+    {
+        $this->authorizeReport($request, $type);
+        $organization = $this->organization($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+        $branchId = $request->input('branch_id') ? (int) $request->input('branch_id') : $branchScope;
+        [$from, $to] = $this->dateRange($request);
+        $owner = $this->ownerRef($request);
+
+        $data = match ($type) {
+            'tickets' => $this->reports->ticketsReport($owner, $organization->id, $from, $to, $branchId),
+            'wait_times' => $this->reports->waitTimesReport($owner, $organization->id, $from, $to, $branchId),
+            'counters' => $this->reports->countersReport($owner, $organization->id, $from, $to, $branchId),
+            'appointments' => $this->reports->appointmentsReport($owner, $organization->id, $from, $to, $branchId),
+            'feedback' => $this->reports->feedbackReport($owner, $organization->id, $from, $to, $branchId),
+            'service_sessions' => $this->reports->serviceSessionsReport($owner, $organization->id, $from, $to, $branchId),
+            default => abort(404),
+        };
+
+        $branches = Branch::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.reports.show', [
+            'type' => $type,
+            'label' => config('qms.report_types')[$type] ?? $type,
+            'data' => $data,
+            'from' => $from->toDateString(),
+            'to' => $to->toDateString(),
+            'branchId' => $branchId,
+            'branches' => $branches,
+            'canExport' => app(QmsPermissions::class)->can($this->member($request), 'reports.export'),
+        ]);
+    }
+
+    public function export(Request $request, string $type): StreamedResponse
+    {
+        $this->authorizeReport($request, $type);
+        abort_unless(app(QmsPermissions::class)->can($this->member($request), 'reports.export'), 403);
+
+        $organization = $this->organization($request);
+        $branchScope = app(OrganizationResolver::class)->branchScope($this->member($request));
+        $branchId = $request->input('branch_id') ? (int) $request->input('branch_id') : $branchScope;
+        [$from, $to] = $this->dateRange($request);
+        $owner = $this->ownerRef($request);
+
+        $data = match ($type) {
+            'tickets' => $this->reports->ticketsReport($owner, $organization->id, $from, $to, $branchId),
+            'wait_times' => $this->reports->waitTimesReport($owner, $organization->id, $from, $to, $branchId),
+            'counters' => $this->reports->countersReport($owner, $organization->id, $from, $to, $branchId),
+            'appointments' => $this->reports->appointmentsReport($owner, $organization->id, $from, $to, $branchId),
+            'feedback' => $this->reports->feedbackReport($owner, $organization->id, $from, $to, $branchId),
+            'service_sessions' => $this->reports->serviceSessionsReport($owner, $organization->id, $from, $to, $branchId),
+            default => abort(404),
+        };
+
+        $filename = "queue-report-{$type}-".now()->format('Y-m-d').'.csv';
+
+        return response()->streamDownload(function () use ($data, $type) {
+            $handle = fopen('php://output', 'w');
+            if ($type === 'wait_times' && isset($data['hourly'])) {
+                fputcsv($handle, ['Hour', 'Avg wait (seconds)']);
+                foreach ($data['hourly'] as $row) {
+                    fputcsv($handle, [$row['hour'], $row['avg_wait_seconds']]);
+                }
+            } elseif ($type === 'counters' && isset($data['counters'])) {
+                fputcsv($handle, ['Counter', 'Served']);
+                foreach ($data['counters'] as $row) {
+                    fputcsv($handle, [$row['name'], $row['served']]);
+                }
+            } else {
+                fputcsv($handle, ['Metric', 'Value']);
+                foreach ($data as $key => $value) {
+                    if (is_array($value)) {
+                        continue;
+                    }
+                    fputcsv($handle, [$key, $value]);
+                }
+            }
+            fclose($handle);
+        }, $filename, ['Content-Type' => 'text/csv']);
+    }
+
+    protected function authorizeReport(Request $request, string $type): void
+    {
+        abort_unless(array_key_exists($type, config('qms.report_types')), 404);
+        $this->authorizeAbility($request, 'reports.view');
+    }
+
+    /**
+     * @return array{0: Carbon, 1: Carbon}
+     */
+    protected function dateRange(Request $request): array
+    {
+        $from = Carbon::parse($request->input('from', now()->subDays(30)->toDateString()))->startOfDay();
+        $to = Carbon::parse($request->input('to', now()->toDateString()))->endOfDay();
+
+        return [$from, $to];
+    }
+}

app/Http/Controllers/Qms/ServiceQueueController.php

@@ -0,0 +1,170 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Services\Qms\AuditLogger;
+use App\Services\Qms\PlanService;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class ServiceQueueController extends Controller
+{
+    use ScopesToAccount;
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'queues.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $queues = ServiceQueue::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->with(['branch', 'department'])
+            ->when(true, fn ($q) => $this->scopeToBranch($request, $q))
+            ->orderBy('name')
+            ->paginate(20);
+
+        return view('qms.queues.index', compact('queues', 'organization'));
+    }
+
+    public function show(Request $request, ServiceQueue $serviceQueue): View
+    {
+        $this->authorizeAbility($request, 'queues.view');
+        $this->authorizeOwner($request, $serviceQueue);
+        $serviceQueue->load(['branch', 'department']);
+
+        $waiting = Ticket::owned($this->ownerRef($request))
+            ->where('service_queue_id', $serviceQueue->id)
+            ->where('status', 'waiting')
+            ->count();
+
+        return view('qms.queues.show', [
+            'queue' => $serviceQueue,
+            'waiting' => $waiting,
+        ]);
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $branches = Branch::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->where('is_active', true)
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.queues.create', [
+            'organization' => $organization,
+            'branches' => $branches,
+            'strategies' => config('qms.queue_strategies'),
+        ]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $currentCount = ServiceQueue::owned($owner)->where('organization_id', $organization->id)->count();
+        if (! app(PlanService::class)->canAddQueue($organization, $currentCount)) {
+            return back()->withInput()->with('error', 'Your plan allows '.$currentCount.' queues. Upgrade to Pro for unlimited queues.');
+        }
+
+        $validated = $this->validatedQueue($request);
+
+        abort_unless(
+            Branch::owned($owner)->where('organization_id', $organization->id)->where('id', $validated['branch_id'])->exists(),
+            404,
+        );
+
+        $queue = ServiceQueue::create([
+            ...$validated,
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            'color' => $validated['color'] ?? '#4f46e5',
+            'avg_service_seconds' => $validated['avg_service_seconds'] ?? 300,
+            'is_active' => $request->boolean('is_active', true),
+        ]);
+
+        AuditLogger::record($owner, 'service_queue.created', $organization->id, $owner, ServiceQueue::class, $queue->id);
+
+        return redirect()->route('qms.queues.show', $queue)->with('success', 'Queue created.');
+    }
+
+    public function edit(Request $request, ServiceQueue $serviceQueue): View
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+        $owner = $this->ownerRef($request);
+
+        return view('qms.queues.edit', [
+            'queue' => $serviceQueue,
+            'branches' => Branch::owned($owner)->where('organization_id', $serviceQueue->organization_id)->orderBy('name')->get(),
+            'strategies' => config('qms.queue_strategies'),
+        ]);
+    }
+
+    public function update(Request $request, ServiceQueue $serviceQueue): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+
+        $validated = $this->validatedQueue($request, updating: true);
+        $serviceQueue->update([
+            ...$validated,
+            'color' => $validated['color'] ?? $serviceQueue->color,
+            'is_active' => $request->boolean('is_active', $serviceQueue->is_active),
+        ]);
+
+        AuditLogger::record($this->ownerRef($request), 'service_queue.updated', $serviceQueue->organization_id, $this->ownerRef($request), ServiceQueue::class, $serviceQueue->id);
+
+        return redirect()->route('qms.queues.show', $serviceQueue)->with('success', 'Queue updated.');
+    }
+
+    public function pause(Request $request, ServiceQueue $serviceQueue): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+        app(\App\Services\Qms\QueueEngine::class)->pauseQueue($serviceQueue, $this->ownerRef($request));
+
+        return back()->with('success', 'Queue paused.');
+    }
+
+    public function resume(Request $request, ServiceQueue $serviceQueue): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $this->authorizeOwner($request, $serviceQueue);
+        app(\App\Services\Qms\QueueEngine::class)->resumeQueue($serviceQueue, $this->ownerRef($request));
+
+        return back()->with('success', 'Queue resumed.');
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    protected function validatedQueue(Request $request, bool $updating = false): array
+    {
+        return $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'description' => ['nullable', 'string', 'max:1000'],
+            'branch_id' => ['required', 'exists:queue_branches,id'],
+            'department_id' => ['nullable', 'exists:queue_departments,id'],
+            'color' => ['nullable', 'string', 'max:20'],
+            'prefix' => [$updating ? 'sometimes' : 'required', 'string', 'max:10'],
+            'strategy' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.queue_strategies')))],
+            'avg_service_seconds' => ['nullable', 'integer', 'min:60', 'max:7200'],
+            'max_capacity' => ['nullable', 'integer', 'min:1'],
+            'is_active' => ['boolean'],
+        ]);
+    }
+}

app/Http/Controllers/Qms/SettingsController.php

@@ -0,0 +1,66 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Services\Qms\AuditLogger;
+use App\Services\Qms\QmsPermissions;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class SettingsController extends Controller
+{
+    use ScopesToAccount;
+
+    public function edit(Request $request): View
+    {
+        $this->authorizeAbility($request, 'settings.view');
+        $organization = $this->organization($request);
+        $canManage = app(QmsPermissions::class)->can($this->member($request), 'settings.manage');
+
+        $branchCount = Branch::owned($this->ownerRef($request))
+            ->where('organization_id', $organization->id)
+            ->count();
+
+        return view('qms.settings.edit', [
+            'organization' => $organization,
+            'canManage' => $canManage,
+            'branchCount' => $branchCount,
+            'appointmentModes' => config('qms.appointment_modes'),
+            'industries' => config('qms.industry_templates'),
+        ]);
+    }
+
+    public function update(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'settings.manage');
+        $organization = $this->organization($request);
+        $owner = $this->ownerRef($request);
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'timezone' => ['required', 'timezone'],
+            'appointment_mode' => ['required', 'string', 'in:'.implode(',', array_keys(config('qms.appointment_modes')))],
+            'industry' => ['nullable', 'string'],
+            'notifications_enabled' => ['boolean'],
+        ]);
+
+        $settings = $organization->settings ?? [];
+        $settings['appointment_mode'] = $validated['appointment_mode'];
+        $settings['industry'] = $validated['industry'] ?? $settings['industry'] ?? null;
+        $settings['notifications_enabled'] = $request->boolean('notifications_enabled', true);
+
+        $organization->update([
+            'name' => $validated['name'],
+            'timezone' => $validated['timezone'],
+            'settings' => $settings,
+        ]);
+
+        AuditLogger::record($owner, 'organization.updated', $organization->id, $owner, \App\Models\Organization::class, $organization->id);
+
+        return back()->with('success', 'Settings saved.');
+    }
+}

app/Http/Controllers/Qms/TicketController.php

@@ -0,0 +1,101 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Services\Qms\QueueEngine;
+use App\Services\Qms\TicketPresenter;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class TicketController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected QueueEngine $engine,
+    ) {}
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'tickets.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $tickets = Ticket::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->with(['serviceQueue', 'counter'])
+            ->when($request->query('status'), fn ($q, $s) => $q->where('status', $s))
+            ->latest('issued_at')
+            ->paginate(30);
+
+        $queues = ServiceQueue::owned($owner)->where('organization_id', $organization->id)->orderBy('name')->get();
+
+        return view('qms.tickets.index', compact('tickets', 'queues', 'organization'));
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'tickets.issue');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $queues = ServiceQueue::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->where('is_active', true)
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.tickets.create', compact('queues', 'organization'));
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'tickets.issue');
+        $owner = $this->ownerRef($request);
+
+        $validated = $request->validate([
+            'service_queue_id' => ['required', 'exists:queue_service_queues,id'],
+            'customer_name' => ['nullable', 'string', 'max:255'],
+            'customer_phone' => ['nullable', 'string', 'max:50'],
+            'priority' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.ticket_priorities')))],
+        ]);
+
+        $queue = ServiceQueue::findOrFail($validated['service_queue_id']);
+        $this->authorizeOwner($request, $queue);
+
+        $ticket = $this->engine->issueTicket($queue, $owner, [
+            ...$validated,
+            'source' => 'reception',
+            'actor_ref' => $owner,
+        ]);
+
+        return redirect()->route('qms.tickets.show', $ticket)->with('success', 'Ticket issued.');
+    }
+
+    public function show(Request $request, Ticket $ticket): View
+    {
+        $this->authorizeAbility($request, 'tickets.view');
+        $this->authorizeOwner($request, $ticket);
+
+        $ticket->load(['serviceQueue', 'counter', 'events']);
+
+        return view('qms.tickets.show', [
+            'ticket' => $ticket,
+            'presented' => TicketPresenter::toArray($ticket),
+        ]);
+    }
+
+    public function print(Request $request, Ticket $ticket): View
+    {
+        $this->authorizeAbility($request, 'tickets.view');
+        $this->authorizeOwner($request, $ticket);
+        $ticket->load(['serviceQueue', 'branch']);
+
+        return view('qms.tickets.print', compact('ticket'));
+    }
+}

app/Http/Controllers/Qms/WorkflowController.php

@@ -0,0 +1,162 @@
+<?php
+
+namespace App\Http\Controllers\Qms;
+
+use App\Http\Controllers\Controller;
+use App\Http\Controllers\Qms\Concerns\ScopesToAccount;
+use App\Models\Branch;
+use App\Models\ServiceQueue;
+use App\Models\Workflow;
+use App\Models\WorkflowStep;
+use App\Services\Qms\AuditLogger;
+use App\Services\Qms\WorkflowService;
+use Illuminate\Http\RedirectResponse;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class WorkflowController extends Controller
+{
+    use ScopesToAccount;
+
+    public function __construct(
+        protected WorkflowService $workflows,
+    ) {}
+
+    public function index(Request $request): View
+    {
+        $this->authorizeAbility($request, 'workflows.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $workflows = Workflow::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->withCount('steps')
+            ->orderBy('name')
+            ->get();
+
+        return view('qms.workflows.index', compact('workflows', 'organization'));
+    }
+
+    public function create(Request $request): View
+    {
+        $this->authorizeAbility($request, 'workflows.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        return view('qms.workflows.create', [
+            'organization' => $organization,
+            'branches' => Branch::owned($owner)->where('organization_id', $organization->id)->orderBy('name')->get(),
+            'queues' => ServiceQueue::owned($owner)->where('organization_id', $organization->id)->orderBy('name')->get(),
+            'templates' => config('qms.industry_templates'),
+            'workflowTemplates' => config('qms.workflow_templates'),
+        ]);
+    }
+
+    public function store(Request $request): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'workflows.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'description' => ['nullable', 'string'],
+            'branch_id' => ['nullable', 'exists:queue_branches,id'],
+            'industry_template' => ['nullable', 'string'],
+            'steps' => ['required', 'array', 'min:1'],
+            'steps.*.name' => ['required', 'string', 'max:255'],
+            'steps.*.service_queue_id' => ['nullable', 'exists:queue_service_queues,id'],
+        ]);
+
+        $workflow = Workflow::create([
+            'owner_ref' => $owner,
+            'organization_id' => $organization->id,
+            'name' => $validated['name'],
+            'description' => $validated['description'] ?? null,
+            'branch_id' => $validated['branch_id'] ?? null,
+            'industry_template' => $validated['industry_template'] ?? null,
+            'is_active' => true,
+        ]);
+
+        foreach ($validated['steps'] as $i => $step) {
+            WorkflowStep::create([
+                'workflow_id' => $workflow->id,
+                'name' => $step['name'],
+                'service_queue_id' => $step['service_queue_id'] ?? null,
+                'sort_order' => $i + 1,
+            ]);
+        }
+
+        AuditLogger::record($owner, 'workflow.created', $organization->id, $owner, Workflow::class, $workflow->id);
+
+        return redirect()->route('qms.workflows.index')->with('success', 'Workflow created.');
+    }
+
+    public function show(Request $request, Workflow $workflow): View
+    {
+        $this->authorizeAbility($request, 'workflows.view');
+        $this->authorizeOwner($request, $workflow);
+        $workflow->load(['steps.serviceQueue', 'branch']);
+
+        return view('qms.workflows.show', compact('workflow'));
+    }
+
+    public function edit(Request $request, Workflow $workflow): View
+    {
+        $this->authorizeAbility($request, 'workflows.manage');
+        $this->authorizeOwner($request, $workflow);
+        $owner = $this->ownerRef($request);
+
+        return view('qms.workflows.edit', [
+            'workflow' => $workflow->load('steps'),
+            'branches' => Branch::owned($owner)->where('organization_id', $workflow->organization_id)->orderBy('name')->get(),
+            'queues' => ServiceQueue::owned($owner)->where('organization_id', $workflow->organization_id)->orderBy('name')->get(),
+        ]);
+    }
+
+    public function update(Request $request, Workflow $workflow): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'workflows.manage');
+        $this->authorizeOwner($request, $workflow);
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'description' => ['nullable', 'string'],
+            'branch_id' => ['nullable', 'exists:queue_branches,id'],
+            'is_active' => ['boolean'],
+            'steps' => ['required', 'array', 'min:1'],
+            'steps.*.name' => ['required', 'string', 'max:255'],
+            'steps.*.service_queue_id' => ['nullable', 'exists:queue_service_queues,id'],
+        ]);
+
+        $workflow->update([
+            'name' => $validated['name'],
+            'description' => $validated['description'] ?? null,
+            'branch_id' => $validated['branch_id'] ?? null,
+            'is_active' => $request->boolean('is_active', $workflow->is_active),
+        ]);
+
+        $workflow->steps()->delete();
+        foreach ($validated['steps'] as $i => $step) {
+            WorkflowStep::create([
+                'workflow_id' => $workflow->id,
+                'name' => $step['name'],
+                'service_queue_id' => $step['service_queue_id'] ?? null,
+                'sort_order' => $i + 1,
+            ]);
+        }
+
+        AuditLogger::record($this->ownerRef($request), 'workflow.updated', $workflow->organization_id, $this->ownerRef($request), Workflow::class, $workflow->id);
+
+        return redirect()->route('qms.workflows.show', $workflow)->with('success', 'Workflow updated.');
+    }
+
+    public function destroy(Request $request, Workflow $workflow): RedirectResponse
+    {
+        $this->authorizeAbility($request, 'workflows.manage');
+        $this->authorizeOwner($request, $workflow);
+        $workflow->delete();
+
+        return redirect()->route('qms.workflows.index')->with('success', 'Workflow removed.');
+    }
+}

app/Http/Middleware/AuthenticateQmsDevice.php

@@ -0,0 +1,31 @@
+<?php
+
+namespace App\Http\Middleware;
+
+use App\Services\Qms\DeviceService;
+use Closure;
+use Illuminate\Http\Request;
+use Symfony\Component\HttpFoundation\Response;
+
+class AuthenticateQmsDevice
+{
+    public function __construct(
+        protected DeviceService $devices,
+    ) {}
+
+    public function handle(Request $request, Closure $next, ?string $type = null): Response
+    {
+        $token = (string) ($request->route('token') ?? $request->header('X-Device-Token', ''));
+
+        $device = $this->devices->findByToken($token);
+        abort_unless($device, 401);
+
+        if ($type && $device->type !== $type) {
+            abort(403);
+        }
+
+        $request->attributes->set('qms.device', $device);
+
+        return $next($request);
+    }
+}

app/Http/Middleware/AuthenticateService.php

@@ -0,0 +1,38 @@
+<?php
+
+namespace App\Http\Middleware;
+
+use Closure;
+use Illuminate\Http\Request;
+use Symfony\Component\HttpFoundation\Response;
+
+/**
+ * Generic service-to-service auth for internal APIs. Validates the bearer token
+ * against per-consumer keys in config("{namespace}.service_api_keys") with a
+ * constant-time compare, and records the caller. Usage: auth.service:crm.
+ */
+class AuthenticateService
+{
+    public function handle(Request $request, Closure $next, string $namespace = 'crm'): Response
+    {
+        $token = (string) $request->bearerToken();
+        $caller = null;
+
+        if ($token !== '') {
+            foreach ((array) config("{$namespace}.service_api_keys", []) as $name => $key) {
+                if (is_string($key) && $key !== '' && hash_equals($key, $token)) {
+                    $caller = $name;
+                    break;
+                }
+            }
+        }
+
+        if ($caller === null) {
+            return response()->json(['error' => 'Unauthorized.'], 401);
+        }
+
+        $request->attributes->set('service_caller', $caller);
+
+        return $next($request);
+    }
+}

app/Http/Middleware/EnsureOrganizationSetup.php

@@ -0,0 +1,33 @@
+<?php
+
+namespace App\Http\Middleware;
+
+use App\Services\Qms\OrganizationResolver;
+use Closure;
+use Illuminate\Http\Request;
+use Symfony\Component\HttpFoundation\Response;
+
+class EnsureOrganizationSetup
+{
+    public function __construct(
+        protected OrganizationResolver $organizations,
+    ) {}
+
+    public function handle(Request $request, Closure $next): Response
+    {
+        $user = $request->user();
+        if (! $user) {
+            return $next($request);
+        }
+
+        if ($request->routeIs('qms.onboarding*')) {
+            return $next($request);
+        }
+
+        if (! $this->organizations->isOnboarded($user)) {
+            return redirect()->route('qms.onboarding.show');
+        }
+
+        return $next($request);
+    }
+}

app/Http/Middleware/EnsurePlatformSession.php

@@ -0,0 +1,58 @@
+<?php
+
+namespace App\Http\Middleware;
+
+use Closure;
+use Illuminate\Http\Request;
+use Illuminate\Support\Facades\Auth;
+use Illuminate\Support\Facades\Http;
+use Symfony\Component\HttpFoundation\Response;
+
+/**
+ * App sessions are subordinate to the platform (auth.ladill.com) session.
+ * When the platform session ends, clear this app's local session too.
+ */
+class EnsurePlatformSession
+{
+    public function handle(Request $request, Closure $next): Response
+    {
+        if (! Auth::check()) {
+            return $next($request);
+        }
+
+        $authDomain = trim((string) config('app.auth_domain', ''));
+        if ($authDomain === '') {
+            return $next($request);
+        }
+
+        $cookieHeader = (string) $request->headers->get('Cookie', '');
+        if ($cookieHeader === '') {
+            return $this->clearAppSession($request);
+        }
+
+        try {
+            $response = Http::withHeaders(['Cookie' => $cookieHeader])
+                ->timeout(3)
+                ->get('https://'.$authDomain.'/sso/ping');
+        } catch (\Throwable) {
+            return $next($request);
+        }
+
+        if ($response->status() === 401) {
+            return $this->clearAppSession($request);
+        }
+
+        return $next($request);
+    }
+
+    private function clearAppSession(Request $request): Response
+    {
+        Auth::logout();
+        $request->session()->invalidate();
+        $request->session()->regenerateToken();
+
+        return redirect()->route('sso.connect', [
+            'redirect' => $request->fullUrl(),
+        ]);
+    }
+}

app/Http/Middleware/EnsureQmsAbility.php

@@ -0,0 +1,34 @@
+<?php
+
+namespace App\Http\Middleware;
+
+use App\Services\Qms\OrganizationResolver;
+use App\Services\Qms\QmsPermissions;
+use Closure;
+use Illuminate\Http\Request;
+use Symfony\Component\HttpFoundation\Response;
+
+class EnsureQmsAbility
+{
+    public function __construct(
+        protected OrganizationResolver $organizations,
+        protected QmsPermissions $permissions,
+    ) {}
+
+    public function handle(Request $request, Closure $next, string $ability): Response
+    {
+        $user = $request->user();
+        abort_unless($user, 403);
+
+        $organization = $this->organizations->resolveForUser($user);
+        abort_unless($organization, 403);
+
+        $member = $this->organizations->memberFor($user, $organization);
+        abort_unless($this->permissions->can($member, $ability), 403);
+
+        $request->attributes->set('qms.organization', $organization);
+        $request->attributes->set('qms.member', $member);
+
+        return $next($request);
+    }
+}

app/Http/Middleware/SetActingAccount.php

@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Http\Middleware;
+
+use Closure;
+use Illuminate\Http\Request;
+use Illuminate\Support\Facades\View;
+use Symfony\Component\HttpFoundation\Response;
+
+/**
+ * Shares the signed-in account with views. CRM data is scoped per account by
+ * the user's public_id (owner_ref); today every user acts as their own
+ * account (team support graduates here later, like the platform pattern).
+ */
+class SetActingAccount
+{
+    public function handle(Request $request, Closure $next): Response
+    {
+        if ($user = $request->user()) {
+            $request->attributes->set('actingAccount', $user);
+
+            if (! $request->is('api/*')) {
+                View::share('actingAccount', $user);
+            }
+        }
+
+        return $next($request);
+    }
+}

app/Listeners/PlatformServiceEventListener.php

@@ -0,0 +1,82 @@
+<?php
+
+namespace App\Listeners;
+
+use App\Events\ServiceEventOccurred;
+use App\Models\Member;
+use App\Models\Organization;
+use App\Models\User;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Log;
+
+class PlatformServiceEventListener
+{
+    public function handle(ServiceEventOccurred $event): void
+    {
+        match ($event->name) {
+            'user.deleted' => $this->handleUserDeleted($event),
+            'user.suspended' => $this->handleUserSuspended($event),
+            'organization.updated' => $this->handleOrganizationUpdated($event),
+            default => null,
+        };
+    }
+
+    protected function handleUserDeleted(ServiceEventOccurred $event): void
+    {
+        $publicId = (string) ($event->data['user'] ?? '');
+        if ($publicId === '') {
+            return;
+        }
+
+        DB::transaction(function () use ($publicId) {
+            Member::where('user_ref', $publicId)->delete();
+            User::where('public_id', $publicId)->delete();
+        });
+
+        Log::info('PlatformServiceEventListener: user deleted', ['public_id' => $publicId]);
+    }
+
+    protected function handleUserSuspended(ServiceEventOccurred $event): void
+    {
+        $publicId = (string) ($event->data['user'] ?? '');
+        if ($publicId === '') {
+            return;
+        }
+
+        $user = User::where('public_id', $publicId)->first();
+        if ($user) {
+            $user->tokens()->delete();
+        }
+
+        Log::info('PlatformServiceEventListener: user suspended', ['public_id' => $publicId]);
+    }
+
+    protected function handleOrganizationUpdated(ServiceEventOccurred $event): void
+    {
+        $ownerRef = (string) ($event->data['owner'] ?? $event->data['user'] ?? '');
+        if ($ownerRef === '') {
+            return;
+        }
+
+        $organization = Organization::owned($ownerRef)->first();
+        if (! $organization) {
+            return;
+        }
+
+        $updates = array_filter([
+            'name' => $event->data['name'] ?? null,
+            'timezone' => $event->data['timezone'] ?? null,
+        ], fn ($value) => $value !== null && $value !== '');
+
+        if ($updates === []) {
+            return;
+        }
+
+        $organization->update($updates);
+
+        Log::info('PlatformServiceEventListener: organization updated', [
+            'organization_id' => $organization->id,
+            'owner_ref' => $ownerRef,
+        ]);
+    }
+}

app/Mail/ContactMessageMail.php

@@ -0,0 +1,40 @@
+<?php
+
+namespace App\Mail;
+
+use Illuminate\Bus\Queueable;
+use Illuminate\Mail\Mailable;
+use Illuminate\Mail\Mailables\Content;
+use Illuminate\Mail\Mailables\Envelope;
+use Illuminate\Queue\SerializesModels;
+
+class ContactMessageMail extends Mailable
+{
+    use Queueable, SerializesModels;
+
+    public function __construct(
+        public string $subjectLine,
+        public string $bodyText,
+        public ?string $fromName = null,
+        public ?string $replyToAddress = null,
+    ) {}
+
+    public function envelope(): Envelope
+    {
+        return new Envelope(
+            subject: $this->subjectLine,
+            replyTo: $this->replyToAddress ? [$this->replyToAddress] : [],
+        );
+    }
+
+    public function content(): Content
+    {
+        return new Content(
+            view: 'email.contact-message',
+            with: [
+                'bodyText' => $this->bodyText,
+                'fromName' => $this->fromName,
+            ],
+        );
+    }
+}

app/Models/AuditLog.php

@@ -0,0 +1,56 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class AuditLog extends Model
+{
+    use BelongsToOwner;
+
+    protected $table = 'queue_audit_logs';
+
+    public $timestamps = false;
+
+    protected $fillable = [
+        'owner_ref', 'organization_id', 'actor_ref', 'action',
+        'subject_type', 'subject_id', 'metadata', 'ip_address', 'created_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'metadata' => 'array',
+            'created_at' => 'datetime',
+        ];
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public static function record(
+        string $ownerRef,
+        string $action,
+        ?int $organizationId = null,
+        ?string $actorRef = null,
+        ?string $subjectType = null,
+        ?int $subjectId = null,
+        ?array $metadata = null,
+    ): self {
+        return static::create([
+            'owner_ref' => $ownerRef,
+            'organization_id' => $organizationId,
+            'actor_ref' => $actorRef,
+            'action' => $action,
+            'subject_type' => $subjectType,
+            'subject_id' => $subjectId,
+            'metadata' => $metadata,
+            'ip_address' => request()?->ip(),
+            'created_at' => now(),
+        ]);
+    }
+}

app/Models/Branch.php

@@ -0,0 +1,45 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Database\Eloquent\SoftDeletes;
+
+class Branch extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_branches';
+
+    protected $fillable = [
+        'owner_ref', 'organization_id', 'name', 'code', 'address', 'phone', 'is_active',
+    ];
+
+    protected function casts(): array
+    {
+        return ['is_active' => 'boolean'];
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function departments(): HasMany
+    {
+        return $this->hasMany(Department::class, 'branch_id');
+    }
+
+    public function serviceQueues(): HasMany
+    {
+        return $this->hasMany(ServiceQueue::class, 'branch_id');
+    }
+
+    public function counters(): HasMany
+    {
+        return $this->hasMany(Counter::class, 'branch_id');
+    }
+}

app/Models/Concerns/BelongsToOwner.php

@@ -0,0 +1,13 @@
+<?php
+
+namespace App\Models\Concerns;
+
+use Illuminate\Database\Eloquent\Builder;
+
+trait BelongsToOwner
+{
+    public function scopeOwned(Builder $query, string $ownerRef): Builder
+    {
+        return $query->where($this->getTable().'.owner_ref', $ownerRef);
+    }
+}

app/Models/Counter.php

@@ -0,0 +1,64 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+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\SoftDeletes;
+use Illuminate\Support\Str;
+
+class Counter extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_counters';
+
+    protected $fillable = [
+        'uuid', 'owner_ref', 'organization_id', 'branch_id', 'department_id',
+        'name', 'code', 'status', 'settings', 'is_active',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'settings' => 'array',
+            'is_active' => 'boolean',
+        ];
+    }
+
+    protected static function booted(): void
+    {
+        static::creating(function (self $counter) {
+            $counter->uuid ??= (string) Str::uuid();
+        });
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+
+    public function department(): BelongsTo
+    {
+        return $this->belongsTo(Department::class, 'department_id');
+    }
+
+    public function serviceQueues(): BelongsToMany
+    {
+        return $this->belongsToMany(ServiceQueue::class, 'queue_counter_service_queue', 'counter_id', 'service_queue_id')
+            ->withPivot('priority');
+    }
+
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'counter_id');
+    }
+}

app/Models/CustomerFeedback.php

@@ -0,0 +1,37 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Support\Str;
+
+class CustomerFeedback extends Model
+{
+    use BelongsToOwner;
+
+    protected $table = 'queue_customer_feedback';
+
+    protected $fillable = [
+        'uuid', 'owner_ref', 'organization_id', 'ticket_id', 'counter_id',
+        'rating', 'service_quality', 'wait_experience', 'staff_professionalism', 'comments',
+    ];
+
+    protected static function booted(): void
+    {
+        static::creating(function (self $model) {
+            $model->uuid ??= (string) Str::uuid();
+        });
+    }
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+
+    public function counter(): BelongsTo
+    {
+        return $this->belongsTo(Counter::class, 'counter_id');
+    }
+}

app/Models/Department.php

@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\SoftDeletes;
+
+class Department extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_departments';
+
+    protected $fillable = [
+        'owner_ref', 'branch_id', 'name', 'type', 'is_active',
+    ];
+
+    protected function casts(): array
+    {
+        return ['is_active' => 'boolean'];
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+}

app/Models/Device.php

@@ -0,0 +1,46 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\SoftDeletes;
+use Illuminate\Support\Str;
+
+class Device extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_devices';
+
+    protected $fillable = [
+        'uuid', 'owner_ref', 'organization_id', 'branch_id',
+        'name', 'type', 'status', 'device_token', 'config', 'last_online_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'config' => 'array',
+            'last_online_at' => 'datetime',
+        ];
+    }
+
+    protected static function booted(): void
+    {
+        static::creating(function (self $device) {
+            $device->uuid ??= (string) Str::uuid();
+        });
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+}

app/Models/DisplayScreen.php

@@ -0,0 +1,49 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\SoftDeletes;
+use Illuminate\Support\Str;
+
+class DisplayScreen extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_display_screens';
+
+    protected $fillable = [
+        'uuid', 'owner_ref', 'organization_id', 'branch_id',
+        'name', 'layout', 'access_token', 'service_queue_ids', 'settings', 'is_active', 'last_seen_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'service_queue_ids' => 'array',
+            'settings' => 'array',
+            'is_active' => 'boolean',
+            'last_seen_at' => 'datetime',
+        ];
+    }
+
+    protected static function booted(): void
+    {
+        static::creating(function (self $screen) {
+            $screen->uuid ??= (string) Str::uuid();
+            $screen->access_token ??= Str::random(48);
+        });
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+}

app/Models/Member.php

@@ -0,0 +1,31 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class Member extends Model
+{
+    use BelongsToOwner;
+
+    protected $table = 'queue_members';
+
+    protected $fillable = ['owner_ref', 'organization_id', 'user_ref', 'role', 'branch_id'];
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+
+    public function hasRole(string ...$roles): bool
+    {
+        return in_array($this->role, $roles, true);
+    }
+}

app/Models/Organization.php

@@ -0,0 +1,39 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Database\Eloquent\SoftDeletes;
+
+class Organization extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_organizations';
+
+    protected $fillable = [
+        'owner_ref', 'name', 'slug', 'logo_path', 'timezone', 'settings',
+    ];
+
+    protected function casts(): array
+    {
+        return ['settings' => 'array'];
+    }
+
+    public function branches(): HasMany
+    {
+        return $this->hasMany(Branch::class, 'organization_id');
+    }
+
+    public function members(): HasMany
+    {
+        return $this->hasMany(Member::class, 'organization_id');
+    }
+
+    public function serviceQueues(): HasMany
+    {
+        return $this->hasMany(ServiceQueue::class, 'organization_id');
+    }
+}

app/Models/QueueAppointment.php

@@ -0,0 +1,58 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\SoftDeletes;
+use Illuminate\Support\Str;
+
+class QueueAppointment extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_appointments';
+
+    protected $fillable = [
+        'uuid', 'owner_ref', 'organization_id', 'branch_id', 'service_queue_id', 'ticket_id',
+        'customer_name', 'customer_phone', 'customer_email', 'status', 'mode',
+        'scheduled_at', 'checked_in_at', 'reference', 'metadata',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'scheduled_at' => 'datetime',
+            'checked_in_at' => 'datetime',
+            'metadata' => 'array',
+        ];
+    }
+
+    protected static function booted(): void
+    {
+        static::creating(function (self $model) {
+            $model->uuid ??= (string) Str::uuid();
+        });
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+
+    public function serviceQueue(): BelongsTo
+    {
+        return $this->belongsTo(ServiceQueue::class, 'service_queue_id');
+    }
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+}

app/Models/QueueRule.php

@@ -0,0 +1,32 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class QueueRule extends Model
+{
+    use BelongsToOwner;
+
+    protected $table = 'queue_queue_rules';
+
+    protected $fillable = [
+        'owner_ref', 'service_queue_id', 'rule_type', 'conditions', 'actions', 'sort_order', 'is_active',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'conditions' => 'array',
+            'actions' => 'array',
+            'is_active' => 'boolean',
+        ];
+    }
+
+    public function serviceQueue(): BelongsTo
+    {
+        return $this->belongsTo(ServiceQueue::class, 'service_queue_id');
+    }
+}

app/Models/ServiceQueue.php

@@ -0,0 +1,69 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+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\SoftDeletes;
+use Illuminate\Support\Str;
+
+class ServiceQueue extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_service_queues';
+
+    protected $fillable = [
+        'uuid', 'owner_ref', 'organization_id', 'branch_id', 'department_id',
+        'name', 'description', 'color', 'prefix', 'strategy',
+        'max_capacity', 'avg_service_seconds', 'operating_hours', 'priority_rules',
+        'settings', 'is_active', 'is_paused', 'ticket_sequence',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'operating_hours' => 'array',
+            'priority_rules' => 'array',
+            'settings' => 'array',
+            'is_active' => 'boolean',
+            'is_paused' => 'boolean',
+        ];
+    }
+
+    protected static function booted(): void
+    {
+        static::creating(function (self $queue) {
+            $queue->uuid ??= (string) Str::uuid();
+        });
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+
+    public function department(): BelongsTo
+    {
+        return $this->belongsTo(Department::class, 'department_id');
+    }
+
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'service_queue_id');
+    }
+
+    public function counters(): BelongsToMany
+    {
+        return $this->belongsToMany(Counter::class, 'queue_counter_service_queue', 'service_queue_id', 'counter_id')
+            ->withPivot('priority');
+    }
+}

app/Models/ServiceSession.php

@@ -0,0 +1,37 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class ServiceSession extends Model
+{
+    use BelongsToOwner;
+
+    protected $table = 'queue_service_sessions';
+
+    protected $fillable = [
+        'owner_ref', 'ticket_id', 'counter_id', 'staff_ref',
+        'started_at', 'ended_at', 'duration_seconds',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'started_at' => 'datetime',
+            'ended_at' => 'datetime',
+        ];
+    }
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+
+    public function counter(): BelongsTo
+    {
+        return $this->belongsTo(Counter::class, 'counter_id');
+    }
+}

app/Models/Ticket.php

@@ -0,0 +1,68 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Database\Eloquent\SoftDeletes;
+use Illuminate\Support\Str;
+
+class Ticket extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_tickets';
+
+    protected $fillable = [
+        'uuid', 'owner_ref', 'organization_id', 'branch_id', 'service_queue_id', 'counter_id',
+        'ticket_number', 'status', 'priority', 'position', 'customer_name', 'customer_phone',
+        'customer_email', 'source', 'qr_token', 'barcode', 'estimated_wait_seconds',
+        'issued_at', 'called_at', 'serving_started_at', 'completed_at', 'metadata',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'metadata' => 'array',
+            'issued_at' => 'datetime',
+            'called_at' => 'datetime',
+            'serving_started_at' => 'datetime',
+            'completed_at' => 'datetime',
+        ];
+    }
+
+    protected static function booted(): void
+    {
+        static::creating(function (self $ticket) {
+            $ticket->uuid ??= (string) Str::uuid();
+            $ticket->qr_token ??= Str::random(32);
+        });
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+
+    public function serviceQueue(): BelongsTo
+    {
+        return $this->belongsTo(ServiceQueue::class, 'service_queue_id');
+    }
+
+    public function counter(): BelongsTo
+    {
+        return $this->belongsTo(Counter::class, 'counter_id');
+    }
+
+    public function events(): HasMany
+    {
+        return $this->hasMany(TicketEvent::class, 'ticket_id');
+    }
+}

app/Models/TicketEvent.php

@@ -0,0 +1,38 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class TicketEvent extends Model
+{
+    use BelongsToOwner;
+
+    protected $table = 'queue_ticket_events';
+
+    public $timestamps = false;
+
+    protected $fillable = [
+        'owner_ref', 'ticket_id', 'event', 'actor_ref', 'counter_id', 'metadata', 'created_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'metadata' => 'array',
+            'created_at' => 'datetime',
+        ];
+    }
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+
+    public function counter(): BelongsTo
+    {
+        return $this->belongsTo(Counter::class, 'counter_id');
+    }
+}

app/Models/User.php

@@ -0,0 +1,42 @@
+<?php
+
+namespace App\Models;
+
+use Illuminate\Foundation\Auth\User as Authenticatable;
+use Illuminate\Notifications\Notifiable;
+use Laravel\Sanctum\HasApiTokens;
+
+/**
+ * Thin local mirror of the platform identity (auth.ladill.com owns users).
+ * Keyed by the OIDC `sub` (public_id); every CRM record is scoped to it.
+ */
+class User extends Authenticatable
+{
+    use HasApiTokens, Notifiable;
+
+    protected $fillable = ['public_id', 'name', 'email', 'avatar_url', 'password', 'last_app_active_at'];
+
+    protected $hidden = ['password', 'remember_token'];
+
+    protected function casts(): array
+    {
+        return [
+            'email_verified_at' => 'datetime',
+            'last_app_active_at' => 'datetime',
+            'password' => 'hashed',
+        ];
+    }
+
+    /** The owner reference used to scope every CRM record to this account. */
+    public function ownerRef(): string
+    {
+        return (string) $this->public_id;
+    }
+
+    public function avatarUrl(): ?string
+    {
+        $url = trim((string) $this->avatar_url);
+
+        return $url !== '' ? $url : null;
+    }
+}

app/Models/VoiceAnnouncement.php

@@ -0,0 +1,31 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class VoiceAnnouncement extends Model
+{
+    use BelongsToOwner;
+
+    protected $table = 'queue_voice_announcements';
+
+    protected $fillable = [
+        'owner_ref', 'organization_id', 'branch_id', 'ticket_id',
+        'locale', 'message', 'voice', 'volume', 'repeat_count', 'status', 'played_at',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'played_at' => 'datetime',
+        ];
+    }
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+}

app/Models/Workflow.php

@@ -0,0 +1,52 @@
+<?php
+
+namespace App\Models;
+
+use App\Models\Concerns\BelongsToOwner;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+use Illuminate\Database\Eloquent\SoftDeletes;
+use Illuminate\Support\Str;
+
+class Workflow extends Model
+{
+    use BelongsToOwner, SoftDeletes;
+
+    protected $table = 'queue_workflows';
+
+    protected $fillable = [
+        'uuid', 'owner_ref', 'organization_id', 'branch_id',
+        'name', 'description', 'industry_template', 'is_active', 'settings',
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'settings' => 'array',
+            'is_active' => 'boolean',
+        ];
+    }
+
+    protected static function booted(): void
+    {
+        static::creating(function (self $model) {
+            $model->uuid ??= (string) Str::uuid();
+        });
+    }
+
+    public function organization(): BelongsTo
+    {
+        return $this->belongsTo(Organization::class, 'organization_id');
+    }
+
+    public function branch(): BelongsTo
+    {
+        return $this->belongsTo(Branch::class, 'branch_id');
+    }
+
+    public function steps(): HasMany
+    {
+        return $this->hasMany(WorkflowStep::class, 'workflow_id')->orderBy('sort_order');
+    }
+}

app/Models/WorkflowStep.php

@@ -0,0 +1,30 @@
+<?php
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class WorkflowStep extends Model
+{
+    protected $table = 'queue_workflow_steps';
+
+    protected $fillable = [
+        'workflow_id', 'service_queue_id', 'name', 'sort_order', 'settings',
+    ];
+
+    protected function casts(): array
+    {
+        return ['settings' => 'array'];
+    }
+
+    public function workflow(): BelongsTo
+    {
+        return $this->belongsTo(Workflow::class, 'workflow_id');
+    }
+
+    public function serviceQueue(): BelongsTo
+    {
+        return $this->belongsTo(ServiceQueue::class, 'service_queue_id');
+    }
+}

app/Notifications/Qms/QueueStaffNotification.php

@@ -0,0 +1,40 @@
+<?php
+
+namespace App\Notifications\Qms;
+
+use Illuminate\Bus\Queueable;
+use Illuminate\Contracts\Queue\ShouldQueue;
+use Illuminate\Notifications\Notification;
+
+class QueueStaffNotification extends Notification implements ShouldQueue
+{
+    use Queueable;
+
+    public function __construct(
+        public string $title,
+        public string $message,
+        public ?string $url = null,
+        public string $icon = 'bell',
+    ) {}
+
+    /**
+     * @return list<string>
+     */
+    public function via(object $notifiable): array
+    {
+        return ['database'];
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    public function toArray(object $notifiable): array
+    {
+        return [
+            'title' => $this->title,
+            'message' => $this->message,
+            'url' => $this->url,
+            'icon' => $this->icon,
+        ];
+    }
+}

app/Providers/AppServiceProvider.php

@@ -0,0 +1,35 @@
+<?php
+
+namespace App\Providers;
+
+use App\Events\ServiceEventOccurred;
+use App\Listeners\PlatformServiceEventListener;
+use Illuminate\Cache\RateLimiting\Limit;
+use Illuminate\Http\Request;
+use Illuminate\Support\Facades\Event;
+use Illuminate\Support\Facades\RateLimiter;
+use Illuminate\Support\Facades\View;
+use Illuminate\Support\ServiceProvider;
+
+class AppServiceProvider extends ServiceProvider
+{
+    public function register(): void
+    {
+        //
+    }
+
+    public function boot(): void
+    {
+        Event::listen(ServiceEventOccurred::class, PlatformServiceEventListener::class);
+
+        RateLimiter::for('kiosk-device', function (Request $request) {
+            $key = $request->route('token') ?? $request->ip();
+
+            return Limit::perMinute(30)->by((string) $key);
+        });
+
+        View::composer(['partials.topbar'], function ($view) {
+            $view->with(\App\Support\MobileTopbar::resolve());
+        });
+    }
+}

app/Services/Billing/BillingClient.php

@@ -0,0 +1,64 @@
+<?php
+
+namespace App\Services\Billing;
+
+use Illuminate\Support\Facades\Http;
+
+/**
+ * Client for the platform Billing HTTP API — the one UserWallet lives on the
+ * platform; CRM only consumes it. Amounts are integer minor units; the user is
+ * identified by public_id. Authenticates with the per-consumer config('billing.api_key').
+ */
+class BillingClient
+{
+    private function base(): string
+    {
+        return rtrim((string) config('billing.api_url'), '/');
+    }
+
+    private function token(): string
+    {
+        return (string) (config('billing.api_key') ?? '');
+    }
+
+    public function balanceMinor(string $publicId): int
+    {
+        $res = Http::withToken($this->token())->acceptJson()->timeout(8)
+            ->get($this->base().'/balance', ['user' => $publicId]);
+        $res->throw();
+
+        return (int) ($res->json('balance_minor') ?? 0);
+    }
+
+    public function canAfford(string $publicId, int $amountMinor): bool
+    {
+        $res = Http::withToken($this->token())->acceptJson()->timeout(8)
+            ->get($this->base().'/can-afford', ['user' => $publicId, 'amount_minor' => $amountMinor]);
+        $res->throw();
+
+        return (bool) ($res->json('affordable') ?? false);
+    }
+
+    /**
+     * Debit the wallet. Returns true on success, false on insufficient balance
+     * (HTTP 402). Idempotent by $reference.
+     */
+    public function debit(string $publicId, int $amountMinor, string $source, string $reference, ?string $description = null): bool
+    {
+        $res = Http::withToken($this->token())->acceptJson()->timeout(10)->post($this->base().'/debit', array_filter([
+            'user' => $publicId,
+            'amount_minor' => $amountMinor,
+            'service' => (string) config('billing.service', 'crm'),
+            'source' => $source,
+            'reference' => $reference,
+            'description' => $description,
+        ], static fn ($v) => $v !== null));
+
+        if ($res->status() === 402) {
+            return false;
+        }
+        $res->throw();
+
+        return true;
+    }
+}

app/Services/Billing/OneTimePurchaseService.php

@@ -0,0 +1,76 @@
+<?php
+
+namespace App\Services\Billing;
+
+use App\Models\CrmPurchase;
+use Illuminate\Support\Str;
+
+class OneTimePurchaseService
+{
+    public function __construct(private readonly BillingClient $billing)
+    {
+    }
+
+    /** @return array<string, mixed>|null */
+    public function product(string $productKey): ?array
+    {
+        $product = config('crm_products.'.$productKey);
+
+        return is_array($product) ? $product : null;
+    }
+
+    public function hasPurchased(string $ownerRef, string $productKey): bool
+    {
+        return CrmPurchase::has($ownerRef, $productKey);
+    }
+
+    public function priceMinor(string $productKey): int
+    {
+        return (int) ($this->product($productKey)['price_minor'] ?? 0);
+    }
+
+    public function purchase(string $ownerRef, string $productKey): bool
+    {
+        if ($this->hasPurchased($ownerRef, $productKey)) {
+            return true;
+        }
+
+        $product = $this->product($productKey);
+        if (! $product) {
+            return false;
+        }
+
+        $costMinor = (int) ($product['price_minor'] ?? 0);
+
+        if ($costMinor > 0) {
+            try {
+                if (! $this->billing->canAfford($ownerRef, $costMinor)) {
+                    return false;
+                }
+
+                $charged = $this->billing->debit(
+                    $ownerRef,
+                    $costMinor,
+                    'purchase',
+                    'crm-purchase-'.$productKey.'-'.$ownerRef,
+                    'CRM: '.($product['name'] ?? $productKey),
+                );
+
+                if (! $charged) {
+                    return false;
+                }
+            } catch (\Throwable) {
+                return false;
+            }
+        }
+
+        CrmPurchase::create([
+            'owner_ref' => $ownerRef,
+            'product_key' => $productKey,
+            'cost_minor' => $costMinor,
+            'purchased_at' => now(),
+        ]);
+
+        return true;
+    }
+}

app/Services/Comms/EmailService.php

@@ -0,0 +1,32 @@
+<?php
+
+namespace App\Services\Comms;
+
+use App\Mail\ContactMessageMail;
+use Illuminate\Support\Facades\Log;
+use Illuminate\Support\Facades\Mail;
+
+/**
+ * Outbound email to contacts. Uses the app's configured mailer (set MAIL_* to
+ * a Ladill Bird SMTP credential in production so mail leaves as the account's
+ * sender). Failures are swallowed + logged; the caller decides what to record.
+ */
+class EmailService
+{
+    public function send(string $to, string $subject, string $body, ?string $fromName = null, ?string $replyTo = null): bool
+    {
+        if (! filter_var($to, FILTER_VALIDATE_EMAIL)) {
+            return false;
+        }
+
+        try {
+            Mail::to($to)->send(new ContactMessageMail($subject, $body, $fromName, $replyTo));
+
+            return true;
+        } catch (\Throwable $e) {
+            Log::warning('CRM email send failed', ['to' => $to, 'error' => $e->getMessage()]);
+
+            return false;
+        }
+    }
+}

app/Services/Comms/SmsService.php

@@ -0,0 +1,67 @@
+<?php
+
+namespace App\Services\Comms;
+
+use Illuminate\Support\Facades\Http;
+use Illuminate\Support\Facades\Log;
+
+/**
+ * Outbound SMS to contacts via Arkesel (the platform SMS provider). Low-volume,
+ * best-effort transactional send — mirrors the platform's direct Arkesel calls;
+ * uses the shared ARKESEL_API_KEY. Failures are swallowed + logged.
+ */
+class SmsService
+{
+    public function send(string $to, string $message): bool
+    {
+        $apiKey = (string) config('arkesel.api_key', '');
+        $sender = (string) config('arkesel.sender_id', 'Ladill');
+
+        $msisdn = $this->normalise($to);
+        if ($apiKey === '' || $msisdn === null) {
+            return false;
+        }
+
+        try {
+            $res = Http::timeout(20)
+                ->withHeaders(['api-key' => $apiKey])
+                ->acceptJson()
+                ->post(rtrim((string) config('arkesel.base_url', 'https://sms.arkesel.com'), '/').'/api/v2/sms/send', [
+                    'sender' => $sender,
+                    'message' => $message,
+                    'recipients' => [$msisdn],
+                ]);
+
+            return $res->successful() && ($res->json('status') === 'success');
+        } catch (\Throwable $e) {
+            Log::warning('CRM SMS send failed', ['to' => $msisdn, 'error' => $e->getMessage()]);
+
+            return false;
+        }
+    }
+
+    /** Normalise to E.164-without-plus (e.g. 233XXXXXXXXX). */
+    private function normalise(string $to): ?string
+    {
+        $digits = preg_replace('/\D+/', '', $to) ?? '';
+        $country = (string) config('arkesel.default_country_code', '233');
+
+        if (strlen($digits) < 9) {
+            return null;
+        }
+
+        if (str_starts_with($digits, $country)) {
+            return $digits;
+        }
+
+        if (str_starts_with($digits, '0')) {
+            return $country.substr($digits, 1);
+        }
+
+        if (strlen($digits) === 9) {
+            return $country.$digits;
+        }
+
+        return $digits;
+    }
+}

app/Services/CrossApp/CrossAppLinkService.php

@@ -0,0 +1,112 @@
+<?php
+
+namespace App\Services\CrossApp;
+
+use App\Models\Customer;
+use App\Models\Deal;
+use App\Support\CrmPrefillCodec;
+use App\Support\LadillAppUrl;
+
+class CrossAppLinkService
+{
+    public function invoiceFromDeal(Deal $deal): string
+    {
+        $deal->loadMissing(['customer', 'lines']);
+
+        $customer = $deal->customer;
+        $lines = $deal->lines->map(fn ($line) => [
+            'description' => $line->description,
+            'quantity' => (float) $line->quantity,
+            'unit_price' => number_format($line->unit_price_minor / 100, 2, '.', ''),
+        ])->values()->all();
+
+        if ($lines === [] && (int) $deal->value_minor > 0) {
+            $lines = [[
+                'description' => $deal->title,
+                'quantity' => 1,
+                'unit_price' => number_format($deal->value_minor / 100, 2, '.', ''),
+            ]];
+        }
+
+        $prefill = CrmPrefillCodec::encode([
+            'kind' => 'invoice',
+            'crm_customer_id' => $customer?->id,
+            'client_name' => $customer?->name ?: $deal->title,
+            'client_email' => $customer?->email,
+            'client_address' => $customer ? $this->formatAddress($customer) : null,
+            'notes' => 'Invoice for CRM deal: '.$deal->title,
+            'payment_enabled' => true,
+            'lines' => $lines,
+        ]);
+
+        return LadillAppUrl::connect('invoice', '/invoices/create?prefill='.urlencode($prefill));
+    }
+
+    public function merchantStorefrontFromDeal(Deal $deal): string
+    {
+        $deal->loadMissing('customer');
+
+        $amount = number_format(((int) $deal->value_minor) / 100, 2, '.', '');
+        $itemName = $deal->title;
+
+        $prefill = CrmPrefillCodec::encode([
+            'kind' => 'merchant_storefront',
+            'type' => 'shop',
+            'label' => 'Payment — '.$deal->title,
+            'shop_title' => $deal->customer?->company ?: $deal->title,
+            'sections' => [[
+                'name' => 'Payment',
+                'items' => [[
+                    'name' => $itemName,
+                    'description' => $deal->notes ?: 'Payment for '.$deal->title,
+                    'price' => $amount,
+                    'image_path' => '',
+                ]],
+            ]],
+            'accepts_payment' => true,
+        ]);
+
+        return LadillAppUrl::connect('merchant', '/storefronts/create?prefill='.urlencode($prefill));
+    }
+
+    public function businessQrFromContact(Customer $contact): string
+    {
+        $prefill = CrmPrefillCodec::encode([
+            'kind' => 'qr_business',
+            'type' => 'business',
+            'label' => 'Card — '.$contact->name,
+            'name' => $contact->company ?: $contact->name,
+            'phone' => $contact->phone,
+            'email' => $contact->email,
+            'address' => $this->formatAddress($contact, singleLine: true),
+        ]);
+
+        return LadillAppUrl::connect('qrplus', '/qr-codes/create?prefill='.urlencode($prefill));
+    }
+
+    public function eventsHubForContact(Customer $contact): string
+    {
+        $query = http_build_query(array_filter([
+            'search' => $contact->company ?: $contact->name,
+        ]));
+
+        return LadillAppUrl::connect('events', '/attendees'.($query !== '' ? '?'.$query : ''));
+    }
+
+    private function formatAddress(Customer $contact, bool $singleLine = false): ?string
+    {
+        $parts = array_filter([
+            $contact->address_line1,
+            $contact->address_line2,
+            trim(implode(', ', array_filter([$contact->city, $contact->region, $contact->country]))),
+        ]);
+
+        if ($parts === []) {
+            return null;
+        }
+
+        return $singleLine
+            ? implode(', ', $parts)
+            : implode("\n", $parts);
+    }
+}

app/Services/Events/ServiceEventSignature.php

@@ -0,0 +1,20 @@
+<?php
+
+namespace App\Services\Events;
+
+class ServiceEventSignature
+{
+    public static function sign(string $body, string $secret): string
+    {
+        return 'sha256='.hash_hmac('sha256', $body, $secret);
+    }
+
+    public static function verify(string $body, string $signature, string $secret): bool
+    {
+        if ($secret === '' || $signature === '') {
+            return false;
+        }
+
+        return hash_equals(self::sign($body, $secret), $signature);
+    }
+}

app/Services/Qms/AnalyticsService.php

@@ -0,0 +1,109 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\CustomerFeedback;
+use App\Models\QueueAppointment;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use Illuminate\Support\Carbon;
+
+class AnalyticsService
+{
+    public function __construct(
+        protected DashboardStats $dashboard,
+    ) {}
+
+    /**
+     * @return array<string, mixed>
+     */
+    public function overview(string $ownerRef, int $organizationId, ?int $branchId = null): array
+    {
+        $stats = $this->dashboard->forOrganization($ownerRef, $organizationId, $branchId);
+
+        $today = Ticket::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->whereDate('issued_at', today());
+
+        $bySource = (clone $today)
+            ->selectRaw('source, COUNT(*) as total')
+            ->groupBy('source')
+            ->pluck('total', 'source')
+            ->all();
+
+        $byPriority = (clone $today)
+            ->selectRaw('priority, COUNT(*) as total')
+            ->groupBy('priority')
+            ->pluck('total', 'priority')
+            ->all();
+
+        $appointmentsToday = QueueAppointment::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->whereDate('scheduled_at', today())
+            ->count();
+
+        $feedbackAvg = CustomerFeedback::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->whereHas('ticket', fn ($t) => $t->where('branch_id', $branchId)))
+            ->where('created_at', '>=', now()->subDays(30))
+            ->avg('rating');
+
+        $queueLoad = ServiceQueue::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->where('is_active', true)
+            ->withCount(['tickets as waiting_count' => fn ($q) => $q->where('status', 'waiting')])
+            ->orderByDesc('waiting_count')
+            ->limit(5)
+            ->get()
+            ->map(fn ($q) => ['name' => $q->name, 'waiting' => $q->waiting_count])
+            ->all();
+
+        return array_merge($stats, [
+            'tickets_by_source' => $bySource,
+            'tickets_by_priority' => $byPriority,
+            'appointments_today' => $appointmentsToday,
+            'feedback_avg_30d' => round((float) $feedbackAvg, 1),
+            'busiest_queues' => $queueLoad,
+        ]);
+    }
+
+    /**
+     * @return list<array{date: string, issued: int, completed: int}>
+     */
+    public function dailyTrend(string $ownerRef, int $organizationId, int $days = 14, ?int $branchId = null): array
+    {
+        $from = now()->subDays($days - 1)->startOfDay();
+
+        $issued = Ticket::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->where('issued_at', '>=', $from)
+            ->selectRaw('DATE(issued_at) as d, COUNT(*) as c')
+            ->groupBy('d')
+            ->pluck('c', 'd');
+
+        $completed = Ticket::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->where('status', 'completed')
+            ->where('completed_at', '>=', $from)
+            ->selectRaw('DATE(completed_at) as d, COUNT(*) as c')
+            ->groupBy('d')
+            ->pluck('c', 'd');
+
+        $trend = [];
+        for ($i = 0; $i < $days; $i++) {
+            $date = $from->copy()->addDays($i)->toDateString();
+            $trend[] = [
+                'date' => $date,
+                'issued' => (int) ($issued[$date] ?? 0),
+                'completed' => (int) ($completed[$date] ?? 0),
+            ];
+        }
+
+        return $trend;
+    }
+}

app/Services/Qms/AppointmentService.php

@@ -0,0 +1,64 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\QueueAppointment;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+
+class AppointmentService
+{
+    public function __construct(
+        protected QueueEngine $engine,
+        protected QueueNotificationService $notifications,
+    ) {}
+
+    public function checkIn(QueueAppointment $appointment, ?string $actorRef = null): Ticket
+    {
+        abort_unless($appointment->status === 'scheduled', 422, 'Appointment cannot be checked in.');
+
+        $queue = $appointment->serviceQueue ?? $this->defaultQueue($appointment);
+        abort_unless($queue, 422, 'No queue configured for this appointment.');
+
+        $ticket = $this->engine->issueTicket($queue, $appointment->owner_ref, [
+            'customer_name' => $appointment->customer_name,
+            'customer_phone' => $appointment->customer_phone,
+            'customer_email' => $appointment->customer_email,
+            'priority' => 'appointment',
+            'source' => 'appointment',
+            'actor_ref' => $actorRef,
+            'metadata' => ['appointment_id' => $appointment->id],
+        ]);
+
+        $appointment->update([
+            'status' => 'checked_in',
+            'checked_in_at' => now(),
+            'ticket_id' => $ticket->id,
+            'service_queue_id' => $queue->id,
+        ]);
+
+        AuditLogger::record($appointment->owner_ref, 'appointment.checked_in', $appointment->organization_id, $actorRef, QueueAppointment::class, $appointment->id);
+
+        $org = $appointment->organization;
+        if ($org) {
+            app(StaffNotifier::class)->queueEvent(
+                $org,
+                'Appointment checked in',
+                "{$appointment->customer_name} checked in for {$appointment->scheduled_at->format('H:i')}.",
+                route('qms.tickets.show', $ticket),
+                'calendar',
+            );
+        }
+
+        return $ticket;
+    }
+
+    protected function defaultQueue(QueueAppointment $appointment): ?ServiceQueue
+    {
+        return ServiceQueue::owned($appointment->owner_ref)
+            ->where('branch_id', $appointment->branch_id)
+            ->where('is_active', true)
+            ->orderBy('name')
+            ->first();
+    }
+}

app/Services/Qms/AuditLogger.php

@@ -0,0 +1,29 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\AuditLog;
+use App\Models\Member;
+
+class AuditLogger
+{
+    public static function record(
+        string $ownerRef,
+        string $action,
+        ?int $organizationId = null,
+        ?string $actorRef = null,
+        ?string $subjectType = null,
+        ?int $subjectId = null,
+        ?array $metadata = null,
+    ): AuditLog {
+        return AuditLog::record(
+            $ownerRef,
+            $action,
+            $organizationId,
+            $actorRef,
+            $subjectType,
+            $subjectId,
+            $metadata,
+        );
+    }
+}

app/Services/Qms/DashboardStats.php

@@ -0,0 +1,49 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Branch;
+use App\Models\Ticket;
+use App\Support\DatabaseTime;
+
+class DashboardStats
+{
+    /**
+     * @return array<string, int|float>
+     */
+    public function forOrganization(string $ownerRef, int $organizationId, ?int $branchId = null): array
+    {
+        $ticketQuery = Ticket::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId));
+
+        $todayQuery = (clone $ticketQuery)->whereDate('issued_at', today());
+
+        $waiting = (clone $ticketQuery)->where('status', 'waiting')->count();
+        $serving = (clone $ticketQuery)->whereIn('status', ['called', 'serving'])->count();
+        $servedToday = (clone $todayQuery)->where('status', 'completed')->count();
+        $noShowsToday = (clone $todayQuery)->where('status', 'no_show')->count();
+
+        $waitDiff = DatabaseTime::diffSeconds('issued_at', 'called_at');
+        $avgWait = (clone $todayQuery)
+            ->where('status', 'completed')
+            ->whereNotNull('called_at')
+            ->selectRaw("AVG({$waitDiff}) as avg_wait")
+            ->value('avg_wait');
+
+        $activeBranches = Branch::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->where('is_active', true)
+            ->when($branchId, fn ($q) => $q->where('id', $branchId))
+            ->count();
+
+        return [
+            'waiting' => $waiting,
+            'serving' => $serving,
+            'served_today' => $servedToday,
+            'no_shows_today' => $noShowsToday,
+            'avg_wait_seconds' => (int) round((float) $avgWait),
+            'active_branches' => $activeBranches,
+        ];
+    }
+}

app/Services/Qms/DeviceService.php

@@ -0,0 +1,44 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Device;
+use App\Models\Ticket;
+use Illuminate\Support\Str;
+
+class DeviceService
+{
+    public function findByToken(string $token): ?Device
+    {
+        return Device::query()
+            ->where('device_token', $token)
+            ->first();
+    }
+
+    public function recordHeartbeat(Device $device): void
+    {
+        $device->update([
+            'status' => 'online',
+            'last_online_at' => now(),
+        ]);
+    }
+
+    public function markStaleOffline(int $minutes = 10): int
+    {
+        return Device::query()
+            ->where('status', 'online')
+            ->where(function ($q) use ($minutes) {
+                $q->whereNull('last_online_at')
+                    ->orWhere('last_online_at', '<', now()->subMinutes($minutes));
+            })
+            ->update(['status' => 'offline']);
+    }
+
+    public function generateToken(Device $device): string
+    {
+        $token = Str::random(48);
+        $device->update(['device_token' => $token]);
+
+        return $token;
+    }
+}

app/Services/Qms/DisplayService.php

@@ -0,0 +1,78 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\DisplayScreen;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+
+class DisplayService
+{
+    public function findByToken(string $token): ?DisplayScreen
+    {
+        return DisplayScreen::query()
+            ->where('access_token', $token)
+            ->where('is_active', true)
+            ->first();
+    }
+
+    public function touch(DisplayScreen $screen): void
+    {
+        $screen->update(['last_seen_at' => now()]);
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    public function payload(DisplayScreen $screen): array
+    {
+        $queueIds = $screen->service_queue_ids ?? [];
+        $queues = ServiceQueue::query()
+            ->whereIn('id', $queueIds)
+            ->where('is_active', true)
+            ->get();
+
+        $nowServing = Ticket::query()
+            ->whereIn('service_queue_id', $queueIds)
+            ->whereIn('status', ['called', 'serving'])
+            ->with(['counter', 'serviceQueue'])
+            ->orderByDesc('called_at')
+            ->limit(5)
+            ->get()
+            ->map(fn (Ticket $t) => [
+                'ticket_number' => $t->ticket_number,
+                'queue_name' => $t->serviceQueue?->name,
+                'counter' => $t->counter?->name,
+            ]);
+
+        $waiting = Ticket::query()
+            ->whereIn('service_queue_id', $queueIds)
+            ->where('status', 'waiting')
+            ->count();
+
+        $avgWait = (int) Ticket::query()
+            ->whereIn('service_queue_id', $queueIds)
+            ->where('status', 'completed')
+            ->whereDate('issued_at', today())
+            ->whereNotNull('called_at')
+            ->selectRaw('AVG(TIMESTAMPDIFF(SECOND, issued_at, called_at)) as avg_wait')
+            ->value('avg_wait');
+
+        return [
+            'screen' => [
+                'name' => $screen->name,
+                'layout' => $screen->layout,
+            ],
+            'now_serving' => $nowServing,
+            'waiting_count' => $waiting,
+            'estimated_wait_minutes' => $avgWait > 0 ? (int) ceil($avgWait / 60) : null,
+            'queues' => $queues->map(fn (ServiceQueue $q) => [
+                'name' => $q->name,
+                'prefix' => $q->prefix,
+                'is_paused' => $q->is_paused,
+            ]),
+            'announcements' => app(VoiceAnnouncementService::class)->pendingForBranch((int) $screen->branch_id),
+            'updated_at' => now()->toIso8601String(),
+        ];
+    }
+}

app/Services/Qms/OrganizationResolver.php

@@ -0,0 +1,122 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Branch;
+use App\Models\Department;
+use App\Models\Member;
+use App\Models\Organization;
+use App\Models\User;
+use Illuminate\Support\Str;
+
+class OrganizationResolver
+{
+    public function resolveForUser(User $user): ?Organization
+    {
+        $ref = $user->ownerRef();
+
+        $member = Member::where('user_ref', $ref)->first();
+        if ($member) {
+            return Organization::find($member->organization_id);
+        }
+
+        return Organization::owned($ref)->first();
+    }
+
+    public function forUser(User $user): Organization
+    {
+        return $this->resolveForUser($user)
+            ?? throw new \RuntimeException('No organization for user.');
+    }
+
+    public function isOnboarded(User $user): bool
+    {
+        $organization = $this->resolveForUser($user);
+
+        return $organization !== null
+            && (bool) data_get($organization->settings, 'onboarded', false);
+    }
+
+    public function memberFor(User $user, ?Organization $organization = null): ?Member
+    {
+        $organization ??= $this->resolveForUser($user);
+        if (! $organization) {
+            return null;
+        }
+
+        return Member::where('organization_id', $organization->id)
+            ->where('user_ref', $user->ownerRef())
+            ->first();
+    }
+
+    public function ensureOwnerMember(User $user, Organization $organization): Member
+    {
+        return Member::firstOrCreate(
+            [
+                'organization_id' => $organization->id,
+                'user_ref' => $user->ownerRef(),
+            ],
+            [
+                'owner_ref' => $user->ownerRef(),
+                'role' => 'org_admin',
+            ],
+        );
+    }
+
+    /**
+     * @param  array<string, mixed>  $data
+     */
+    public function completeOnboarding(User $user, array $data): Organization
+    {
+        $ref = $user->ownerRef();
+
+        $organization = Organization::create([
+            'owner_ref' => $ref,
+            'name' => $data['organization_name'],
+            'slug' => Str::slug($data['organization_name']).'-'.substr($ref, 0, 6),
+            'timezone' => $data['timezone'] ?? config('app.timezone', 'UTC'),
+            'settings' => [
+                'onboarded' => true,
+                'industry' => $data['industry'] ?? 'custom',
+                'appointment_mode' => $data['appointment_mode'] ?? 'hybrid',
+            ],
+        ]);
+
+        $this->ensureOwnerMember($user, $organization);
+
+        $branch = Branch::create([
+            'owner_ref' => $ref,
+            'organization_id' => $organization->id,
+            'name' => $data['branch_name'],
+            'address' => $data['branch_address'] ?? null,
+            'phone' => $data['branch_phone'] ?? null,
+            'is_active' => true,
+        ]);
+
+        Department::create([
+            'owner_ref' => $ref,
+            'branch_id' => $branch->id,
+            'name' => 'General Reception',
+            'type' => 'reception',
+            'is_active' => true,
+        ]);
+
+        AuditLogger::record($ref, 'organization.created', $organization->id, $ref, Organization::class, $organization->id);
+        AuditLogger::record($ref, 'branch.created', $organization->id, $ref, Branch::class, $branch->id);
+
+        return $organization;
+    }
+
+    public function branchScope(?Member $member): ?int
+    {
+        if ($member === null) {
+            return null;
+        }
+
+        if (in_array($member->role, ['super_admin', 'org_admin', 'supervisor'], true)) {
+            return null;
+        }
+
+        return $member->branch_id;
+    }
+}

app/Services/Qms/PlanService.php

@@ -0,0 +1,42 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Organization;
+
+class PlanService
+{
+    public function plan(Organization $organization): string
+    {
+        return (string) data_get($organization->settings, 'plan', 'free');
+    }
+
+    public function isPro(Organization $organization): bool
+    {
+        return $this->plan($organization) === 'pro';
+    }
+
+    public function maxBranches(Organization $organization): ?int
+    {
+        return config('qms.plans.'.$this->plan($organization).'.max_branches');
+    }
+
+    public function maxQueues(Organization $organization): ?int
+    {
+        return config('qms.plans.'.$this->plan($organization).'.max_queues');
+    }
+
+    public function canAddBranch(Organization $organization, int $currentCount): bool
+    {
+        $max = $this->maxBranches($organization);
+
+        return $max === null || $currentCount < $max;
+    }
+
+    public function canAddQueue(Organization $organization, int $currentCount): bool
+    {
+        $max = $this->maxQueues($organization);
+
+        return $max === null || $currentCount < $max;
+    }
+}

app/Services/Qms/QmsPermissions.php

@@ -0,0 +1,65 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Member;
+
+class QmsPermissions
+{
+    /** @var array<string, list<string>> */
+    protected array $roleAbilities = [
+        'super_admin' => ['*'],
+        'org_admin' => ['*'],
+        'branch_manager' => [
+            'dashboard.view', 'queues.view', 'queues.manage', 'tickets.view', 'tickets.manage',
+            'counters.view', 'counters.manage', 'console.use', 'displays.view', 'displays.manage',
+            'appointments.view', 'appointments.manage', 'workflows.view', 'workflows.manage',
+            'rules.view', 'rules.manage', 'reports.view', 'reports.export', 'feedback.view',
+            'admin.branches.view', 'admin.branches.manage', 'admin.departments.view', 'admin.departments.manage',
+            'admin.members.view', 'admin.members.manage', 'settings.view', 'settings.manage', 'audit.view', 'audit.export',
+        ],
+        'receptionist' => [
+            'dashboard.view', 'queues.view', 'tickets.view', 'tickets.issue',
+            'appointments.view', 'appointments.manage',
+        ],
+        'queue_operator' => [
+            'dashboard.view', 'queues.view', 'queues.manage', 'tickets.view', 'tickets.manage',
+            'console.use', 'displays.view',
+        ],
+        'counter_staff' => [
+            'dashboard.view', 'queues.view', 'tickets.view', 'console.use',
+        ],
+        'department_manager' => [
+            'dashboard.view', 'queues.view', 'queues.manage', 'tickets.view', 'tickets.manage',
+            'counters.view', 'console.use', 'reports.view',
+        ],
+        'security' => [
+            'dashboard.view', 'tickets.view',
+        ],
+        'supervisor' => [
+            'dashboard.view', 'queues.view', 'tickets.view', 'tickets.manage',
+            'counters.view', 'console.use', 'reports.view', 'reports.export',
+            'feedback.view', 'audit.view', 'audit.export',
+        ],
+    ];
+
+    public function can(?Member $member, string $ability): bool
+    {
+        if ($member === null) {
+            return false;
+        }
+
+        $abilities = $this->roleAbilities[$member->role] ?? [];
+
+        if (in_array('*', $abilities, true)) {
+            return true;
+        }
+
+        return in_array($ability, $abilities, true);
+    }
+
+    public function isAdmin(?Member $member): bool
+    {
+        return $member !== null && in_array($member->role, ['super_admin', 'org_admin'], true);
+    }
+}

app/Services/Qms/QueueEngine.php

@@ -0,0 +1,386 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Counter;
+use App\Models\Organization;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Models\TicketEvent;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Str;
+
+class QueueEngine
+{
+    public function issueTicket(
+        ServiceQueue $queue,
+        string $ownerRef,
+        array $attributes = [],
+    ): Ticket {
+        return DB::transaction(function () use ($queue, $ownerRef, $attributes) {
+            $queue = ServiceQueue::query()->lockForUpdate()->findOrFail($queue->id);
+
+            if ($queue->is_paused || ! $queue->is_active) {
+                throw new \RuntimeException('Queue is not accepting tickets.');
+            }
+
+            $sourceQueueId = $queue->id;
+            [$queue, $attributes] = app(QueueRuleService::class)->apply($queue, $attributes);
+            app(WorkflowService::class)->attachOnIssue($queue, $attributes);
+
+            if ($queue->id !== $sourceQueueId) {
+                $queue = ServiceQueue::query()->lockForUpdate()->findOrFail($queue->id);
+            }
+
+            if ($queue->is_paused || ! $queue->is_active) {
+                throw new \RuntimeException('Queue is not accepting tickets.');
+            }
+
+            if ($queue->max_capacity) {
+                $waiting = Ticket::query()
+                    ->where('service_queue_id', $queue->id)
+                    ->whereIn('status', ['waiting', 'called', 'serving', 'on_hold'])
+                    ->count();
+                if ($waiting >= $queue->max_capacity) {
+                    throw new \RuntimeException('Queue has reached maximum capacity.');
+                }
+            }
+
+            $queue->increment('ticket_sequence');
+            $queue->refresh();
+
+            $number = sprintf('%s%03d', $queue->prefix, $queue->ticket_sequence);
+            $waitingCount = Ticket::query()
+                ->where('service_queue_id', $queue->id)
+                ->where('status', 'waiting')
+                ->count();
+            $estimatedWait = $waitingCount * (int) $queue->avg_service_seconds;
+
+            $ticket = Ticket::create([
+                'owner_ref' => $ownerRef,
+                'organization_id' => $queue->organization_id,
+                'branch_id' => $queue->branch_id,
+                'service_queue_id' => $queue->id,
+                'ticket_number' => $number,
+                'status' => 'waiting',
+                'priority' => $attributes['priority'] ?? 'walk_in',
+                'position' => $waitingCount + 1,
+                'customer_name' => $attributes['customer_name'] ?? null,
+                'customer_phone' => $attributes['customer_phone'] ?? null,
+                'customer_email' => $attributes['customer_email'] ?? null,
+                'source' => $attributes['source'] ?? 'kiosk',
+                'barcode' => $attributes['barcode'] ?? Str::upper(Str::random(10)),
+                'estimated_wait_seconds' => $estimatedWait,
+                'issued_at' => now(),
+                'metadata' => $attributes['metadata'] ?? null,
+            ]);
+
+            $this->recordEvent($ticket, 'issued', $attributes['actor_ref'] ?? null);
+
+            AuditLogger::record(
+                $ownerRef,
+                'ticket.issued',
+                $queue->organization_id,
+                $attributes['actor_ref'] ?? null,
+                Ticket::class,
+                $ticket->id,
+                ['ticket_number' => $number, 'queue' => $queue->name],
+            );
+
+            $ticket = $ticket->fresh(['serviceQueue', 'branch']);
+            app(QueueNotificationService::class)->ticketIssued($ticket);
+
+            return $ticket;
+        });
+    }
+
+    public function callNext(ServiceQueue $queue, Counter $counter, ?string $actorRef = null): ?Ticket
+    {
+        $ticket = $this->nextWaitingTicket($queue);
+        if (! $ticket) {
+            return null;
+        }
+
+        return $this->callTicket($ticket, $counter, $actorRef);
+    }
+
+    public function callTicket(Ticket $ticket, Counter $counter, ?string $actorRef = null): Ticket
+    {
+        $ticket->update([
+            'status' => 'called',
+            'counter_id' => $counter->id,
+            'called_at' => now(),
+        ]);
+
+        $counter->update(['status' => 'busy']);
+        $this->recordEvent($ticket, 'called', $actorRef, $counter->id);
+        $this->audit($ticket, 'ticket.called', $actorRef, ['counter_id' => $counter->id]);
+
+        app(VoiceAnnouncementService::class)->announceCalled($ticket, $counter);
+
+        $ticket = $ticket->fresh(['serviceQueue', 'counter']);
+        app(QueueNotificationService::class)->ticketCalled($ticket);
+        $this->notifyWaitingPositions($ticket->serviceQueue);
+
+        return $ticket;
+    }
+
+    public function recall(Ticket $ticket, ?string $actorRef = null): Ticket
+    {
+        $ticket->load(['serviceQueue', 'counter']);
+        $this->recordEvent($ticket, 'recalled', $actorRef, $ticket->counter_id);
+        $this->audit($ticket, 'ticket.recalled', $actorRef);
+
+        if ($ticket->counter) {
+            app(VoiceAnnouncementService::class)->announceCalled($ticket, $ticket->counter);
+        }
+
+        return $ticket->fresh(['serviceQueue', 'counter']);
+    }
+
+    public function startServing(Ticket $ticket, ?string $actorRef = null): Ticket
+    {
+        $ticket->update([
+            'status' => 'serving',
+            'serving_started_at' => now(),
+        ]);
+        $this->recordEvent($ticket, 'serving', $actorRef, $ticket->counter_id);
+        app(ServiceSessionTracker::class)->start($ticket, $actorRef);
+
+        return $ticket->fresh();
+    }
+
+    public function hold(Ticket $ticket, ?string $actorRef = null): Ticket
+    {
+        $ticket->update(['status' => 'on_hold']);
+        $this->recordEvent($ticket, 'held', $actorRef, $ticket->counter_id);
+        $this->audit($ticket, 'ticket.held', $actorRef);
+
+        return $ticket->fresh();
+    }
+
+    public function skip(Ticket $ticket, ?string $actorRef = null): Ticket
+    {
+        $ticket->update([
+            'status' => 'waiting',
+            'counter_id' => null,
+            'called_at' => null,
+        ]);
+        $this->recordEvent($ticket, 'skipped', $actorRef);
+        $this->audit($ticket, 'ticket.skipped', $actorRef);
+
+        return $ticket->fresh();
+    }
+
+    public function completeTicket(Ticket $ticket, ?string $actorRef = null): Ticket
+    {
+        $ticket->update([
+            'status' => 'completed',
+            'completed_at' => now(),
+        ]);
+
+        if ($ticket->counter_id) {
+            Counter::where('id', $ticket->counter_id)->update(['status' => 'available']);
+        }
+
+        $this->recordEvent($ticket, 'completed', $actorRef, $ticket->counter_id);
+        $this->audit($ticket, 'ticket.completed', $actorRef);
+        app(ServiceSessionTracker::class)->endForTicket($ticket);
+
+        $ticket = $ticket->fresh(['serviceQueue', 'counter']);
+        app(QueueNotificationService::class)->ticketCompleted($ticket);
+        app(WorkflowService::class)->advanceAfterCompletion($ticket);
+
+        return $ticket;
+    }
+
+    public function markNoShow(Ticket $ticket, ?string $actorRef = null): Ticket
+    {
+        $ticket->update([
+            'status' => 'no_show',
+            'completed_at' => now(),
+        ]);
+
+        if ($ticket->counter_id) {
+            Counter::where('id', $ticket->counter_id)->update(['status' => 'available']);
+        }
+
+        $this->recordEvent($ticket, 'no_show', $actorRef, $ticket->counter_id);
+        $this->audit($ticket, 'ticket.no_show', $actorRef);
+
+        $ticket = $ticket->fresh(['serviceQueue', 'counter']);
+        app(QueueNotificationService::class)->ticketMissed($ticket);
+
+        return $ticket;
+    }
+
+    public function cancel(Ticket $ticket, ?string $actorRef = null): Ticket
+    {
+        $ticket->update(['status' => 'cancelled', 'completed_at' => now()]);
+        $this->recordEvent($ticket, 'cancelled', $actorRef, $ticket->counter_id);
+        $this->audit($ticket, 'ticket.cancelled', $actorRef);
+
+        return $ticket->fresh();
+    }
+
+    public function transfer(
+        Ticket $ticket,
+        ServiceQueue $toQueue,
+        ?Counter $counter = null,
+        ?string $reason = null,
+        ?string $actorRef = null,
+    ): Ticket {
+        $fromQueueId = $ticket->service_queue_id;
+
+        $ticket->update([
+            'service_queue_id' => $toQueue->id,
+            'branch_id' => $toQueue->branch_id,
+            'status' => 'waiting',
+            'counter_id' => null,
+            'called_at' => null,
+            'serving_started_at' => null,
+        ]);
+
+        DB::table('queue_ticket_transfers')->insert([
+            'owner_ref' => $ticket->owner_ref,
+            'ticket_id' => $ticket->id,
+            'from_service_queue_id' => $fromQueueId,
+            'to_service_queue_id' => $toQueue->id,
+            'from_counter_id' => $counter?->id,
+            'reason' => $reason,
+            'transferred_by' => $actorRef,
+            'transferred_at' => now(),
+        ]);
+
+        $this->recordEvent($ticket, 'transferred', $actorRef, $counter?->id, [
+            'to_queue_id' => $toQueue->id,
+            'reason' => $reason,
+        ]);
+        $this->audit($ticket, 'ticket.transferred', $actorRef, ['to_queue' => $toQueue->name]);
+
+        return $ticket->fresh(['serviceQueue']);
+    }
+
+    public function pauseQueue(ServiceQueue $queue, ?string $actorRef = null): ServiceQueue
+    {
+        $queue->update(['is_paused' => true]);
+        AuditLogger::record($queue->owner_ref, 'service_queue.paused', $queue->organization_id, $actorRef, ServiceQueue::class, $queue->id);
+
+        $org = Organization::find($queue->organization_id);
+        if ($org) {
+            app(StaffNotifier::class)->queueEvent(
+                $org,
+                'Queue paused',
+                "{$queue->name} is no longer accepting tickets.",
+                route('qms.queues.show', $queue),
+                'pause',
+            );
+        }
+
+        return $queue->fresh();
+    }
+
+    public function resumeQueue(ServiceQueue $queue, ?string $actorRef = null): ServiceQueue
+    {
+        $queue->update(['is_paused' => false]);
+        AuditLogger::record($queue->owner_ref, 'service_queue.resumed', $queue->organization_id, $actorRef, ServiceQueue::class, $queue->id);
+
+        return $queue->fresh();
+    }
+
+    public function delayArrival(Ticket $ticket, int $minutes, ?string $actorRef = null): Ticket
+    {
+        $metadata = $ticket->metadata ?? [];
+        $metadata['delayed_until'] = now()->addMinutes($minutes)->toIso8601String();
+        $ticket->update(['metadata' => $metadata]);
+        $this->recordEvent($ticket, 'delayed', $actorRef, null, ['minutes' => $minutes]);
+
+        return $ticket->fresh();
+    }
+
+    /**
+     * @return list<Ticket>
+     */
+    public function waitingTickets(ServiceQueue $queue, int $limit = 50): array
+    {
+        return Ticket::query()
+            ->where('service_queue_id', $queue->id)
+            ->where('status', 'waiting')
+            ->orderByRaw($this->priorityOrderSql())
+            ->orderBy('issued_at')
+            ->limit($limit)
+            ->get()
+            ->all();
+    }
+
+    protected function nextWaitingTicket(ServiceQueue $queue): ?Ticket
+    {
+        return Ticket::query()
+            ->where('service_queue_id', $queue->id)
+            ->where('status', 'waiting')
+            ->orderByRaw($this->priorityOrderSql())
+            ->orderBy('issued_at')
+            ->first();
+    }
+
+    protected function priorityOrderSql(): string
+    {
+        $priorityOrder = array_keys(config('qms.ticket_priorities'));
+
+        if (\Illuminate\Support\Facades\DB::connection()->getDriverName() === 'sqlite') {
+            $cases = collect($priorityOrder)
+                ->map(fn ($p, $i) => "WHEN priority = '{$p}' THEN {$i}")
+                ->implode(' ');
+
+            return "CASE {$cases} ELSE 99 END";
+        }
+
+        return 'FIELD(priority, '.implode(',', array_map(fn ($p) => "'{$p}'", $priorityOrder)).')';
+    }
+
+    protected function notifyWaitingPositions(?ServiceQueue $queue): void
+    {
+        if (! $queue) {
+            return;
+        }
+
+        $notifications = app(QueueNotificationService::class);
+        foreach ($this->waitingTickets($queue, 20) as $position => $waitingTicket) {
+            $notifications->customersAhead($waitingTicket, $position);
+        }
+    }
+
+    protected function audit(Ticket $ticket, string $action, ?string $actorRef, ?array $metadata = null): void
+    {
+        AuditLogger::record(
+            $ticket->owner_ref,
+            $action,
+            $ticket->organization_id,
+            $actorRef,
+            Ticket::class,
+            $ticket->id,
+            $metadata,
+        );
+    }
+
+    /**
+     * @param  array<string, mixed>|null  $metadata
+     */
+    protected function recordEvent(
+        Ticket $ticket,
+        string $event,
+        ?string $actorRef = null,
+        ?int $counterId = null,
+        ?array $metadata = null,
+    ): void {
+        TicketEvent::create([
+            'owner_ref' => $ticket->owner_ref,
+            'ticket_id' => $ticket->id,
+            'event' => $event,
+            'actor_ref' => $actorRef,
+            'counter_id' => $counterId,
+            'metadata' => $metadata,
+            'created_at' => now(),
+        ]);
+    }
+}

app/Services/Qms/QueueNotificationService.php

@@ -0,0 +1,90 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Ticket;
+use App\Services\Comms\EmailService;
+use App\Services\Comms\SmsService;
+use Illuminate\Support\Facades\Log;
+
+class QueueNotificationService
+{
+    public function __construct(
+        protected SmsService $sms,
+        protected EmailService $email,
+    ) {}
+
+    public function ticketIssued(Ticket $ticket): void
+    {
+        $this->notify($ticket, 'issued', $this->message('issued', $ticket));
+    }
+
+    public function ticketCalled(Ticket $ticket): void
+    {
+        $counter = $ticket->counter?->name ?? 'the counter';
+        $this->notify($ticket, 'called', $this->message('called', $ticket, [':counter' => $counter]));
+    }
+
+    public function customersAhead(Ticket $ticket, int $ahead): void
+    {
+        if ($ahead > 2) {
+            return;
+        }
+        $this->notify($ticket, 'almost_ready', $this->message('almost_ready', $ticket, [':ahead' => (string) $ahead]));
+    }
+
+    public function ticketCompleted(Ticket $ticket): void
+    {
+        $feedbackUrl = route('qms.feedback.show', $ticket->qr_token);
+        $this->notify($ticket, 'completed', $this->message('completed', $ticket, [':feedback_url' => $feedbackUrl]));
+    }
+
+    public function ticketMissed(Ticket $ticket): void
+    {
+        $this->notify($ticket, 'missed', $this->message('missed', $ticket));
+    }
+
+    public function appointmentReminder(\App\Models\QueueAppointment $appointment): void
+    {
+        $message = "Reminder: your appointment at {$appointment->scheduled_at->format('M j, H:i')} is coming up. Ref: {$appointment->reference}";
+        $this->sendToContact($appointment->customer_phone, $appointment->customer_email, $message);
+    }
+
+    protected function notify(Ticket $ticket, string $event, string $message): void
+    {
+        if (! data_get($ticket->serviceQueue?->settings, 'notifications_enabled', true)) {
+            return;
+        }
+
+        $this->sendToContact($ticket->customer_phone, $ticket->customer_email, $message);
+
+        Log::info('Queue notification sent', [
+            'event' => $event,
+            'ticket' => $ticket->ticket_number,
+        ]);
+    }
+
+    protected function sendToContact(?string $phone, ?string $email, string $message): void
+    {
+        if ($phone) {
+            $this->sms->send($phone, $message);
+        }
+        if ($email) {
+            $this->email->send($email, 'Ladill Queue update', $message);
+        }
+    }
+
+    /**
+     * @param  array<string, string>  $replace
+     */
+    protected function message(string $key, Ticket $ticket, array $replace = []): string
+    {
+        $template = config("qms.notification_templates.{$key}", 'Queue update for ticket :ticket.');
+        $replace = array_merge([
+            ':ticket' => $ticket->ticket_number,
+            ':queue' => $ticket->serviceQueue?->name ?? 'Queue',
+        ], $replace);
+
+        return str_replace(array_keys($replace), array_values($replace), $template);
+    }
+}

app/Services/Qms/QueueRuleService.php

@@ -0,0 +1,145 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\QueueRule;
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+
+class QueueRuleService
+{
+    /**
+     * Apply active rules and return possibly modified queue + attributes.
+     *
+     * @param  array<string, mixed>  $attributes
+     * @return array{0: ServiceQueue, 1: array<string, mixed>}
+     */
+    public function apply(ServiceQueue $queue, array $attributes): array
+    {
+        $rules = QueueRule::owned($queue->owner_ref)
+            ->where('service_queue_id', $queue->id)
+            ->where('is_active', true)
+            ->orderBy('sort_order')
+            ->get();
+
+        foreach ($rules as $rule) {
+            match ($rule->rule_type) {
+                'priority_boost' => $this->applyPriorityBoost($rule, $attributes),
+                'overflow' => [$queue, $attributes] = $this->applyOverflow($queue, $rule, $attributes),
+                'routing' => [$queue, $attributes] = $this->applyRouting($queue, $rule, $attributes),
+                'capacity' => [$queue, $attributes] = $this->applyCapacity($queue, $rule, $attributes),
+                default => null,
+            };
+        }
+
+        return [$queue, $attributes];
+    }
+
+    /**
+     * @param  array<string, mixed>  $attributes
+     */
+    protected function applyPriorityBoost(QueueRule $rule, array &$attributes): void
+    {
+        $boostTo = data_get($rule->actions, 'priority');
+        $when = data_get($rule->conditions, 'source');
+
+        if ($boostTo && (! $when || ($attributes['source'] ?? null) === $when)) {
+            $attributes['priority'] = $boostTo;
+        }
+    }
+
+    /**
+     * @param  array<string, mixed>  $attributes
+     * @return array{0: ServiceQueue, 1: array<string, mixed>}
+     */
+    protected function applyOverflow(ServiceQueue $queue, QueueRule $rule, array $attributes): array
+    {
+        $threshold = (int) data_get($rule->conditions, 'waiting_threshold', 0);
+        $overflowQueueId = data_get($rule->actions, 'overflow_queue_id');
+
+        if (! $overflowQueueId || $threshold <= 0) {
+            return [$queue, $attributes];
+        }
+
+        if ($this->waitingCount($queue) >= $threshold) {
+            $overflow = $this->activeQueue($overflowQueueId);
+            if ($overflow) {
+                return [$overflow, $attributes];
+            }
+        }
+
+        return [$queue, $attributes];
+    }
+
+    /**
+     * @param  array<string, mixed>  $attributes
+     * @return array{0: ServiceQueue, 1: array<string, mixed>}
+     */
+    protected function applyRouting(ServiceQueue $queue, QueueRule $rule, array $attributes): array
+    {
+        $targetId = data_get($rule->actions, 'target_queue_id');
+        if (! $targetId) {
+            return [$queue, $attributes];
+        }
+
+        $whenSource = data_get($rule->conditions, 'source');
+        $whenPriority = data_get($rule->conditions, 'priority');
+
+        if ($whenSource && ($attributes['source'] ?? null) !== $whenSource) {
+            return [$queue, $attributes];
+        }
+        if ($whenPriority && ($attributes['priority'] ?? null) !== $whenPriority) {
+            return [$queue, $attributes];
+        }
+
+        $target = $this->activeQueue((int) $targetId);
+
+        return $target ? [$target, $attributes] : [$queue, $attributes];
+    }
+
+    /**
+     * @param  array<string, mixed>  $attributes
+     * @return array{0: ServiceQueue, 1: array<string, mixed>}
+     */
+    protected function applyCapacity(ServiceQueue $queue, QueueRule $rule, array $attributes): array
+    {
+        $maxWaiting = (int) data_get($rule->conditions, 'max_waiting', 0);
+        if ($maxWaiting <= 0) {
+            return [$queue, $attributes];
+        }
+
+        if ($this->waitingCount($queue) < $maxWaiting) {
+            return [$queue, $attributes];
+        }
+
+        $whenFull = data_get($rule->actions, 'when_full', 'reject');
+        if ($whenFull === 'reject') {
+            throw new \RuntimeException('Queue has reached the configured waiting limit.');
+        }
+
+        $overflowId = data_get($rule->actions, 'overflow_queue_id');
+        if ($overflowId) {
+            $overflow = $this->activeQueue((int) $overflowId);
+            if ($overflow) {
+                return [$overflow, $attributes];
+            }
+        }
+
+        throw new \RuntimeException('Queue has reached the configured waiting limit.');
+    }
+
+    protected function waitingCount(ServiceQueue $queue): int
+    {
+        return Ticket::query()
+            ->where('service_queue_id', $queue->id)
+            ->where('status', 'waiting')
+            ->count();
+    }
+
+    protected function activeQueue(int $queueId): ?ServiceQueue
+    {
+        $target = ServiceQueue::find($queueId);
+
+        return ($target && $target->is_active && ! $target->is_paused) ? $target : null;
+    }
+}

app/Services/Qms/ReportService.php

@@ -0,0 +1,166 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Branch;
+use App\Models\Counter;
+use App\Models\CustomerFeedback;
+use App\Models\QueueAppointment;
+use App\Models\ServiceQueue;
+use App\Models\ServiceSession;
+use App\Models\Ticket;
+use App\Support\DatabaseTime;
+use Illuminate\Support\Carbon;
+
+class ReportService
+{
+    /**
+     * @return array<string, mixed>
+     */
+    public function ticketsReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
+    {
+        $base = Ticket::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->whereBetween('issued_at', [$from, $to]);
+
+        $waitDiff = DatabaseTime::diffSeconds('issued_at', 'called_at');
+        $serviceDiff = DatabaseTime::diffSeconds('serving_started_at', 'completed_at');
+
+        return [
+            'total_issued' => (clone $base)->count(),
+            'completed' => (clone $base)->where('status', 'completed')->count(),
+            'no_show' => (clone $base)->where('status', 'no_show')->count(),
+            'cancelled' => (clone $base)->where('status', 'cancelled')->count(),
+            'avg_wait_seconds' => (int) round((float) (clone $base)
+                ->where('status', 'completed')
+                ->whereNotNull('called_at')
+                ->selectRaw("AVG({$waitDiff}) as v")
+                ->value('v')),
+            'avg_service_seconds' => (int) round((float) (clone $base)
+                ->where('status', 'completed')
+                ->whereNotNull('serving_started_at')
+                ->whereNotNull('completed_at')
+                ->selectRaw("AVG({$serviceDiff}) as v")
+                ->value('v')),
+        ];
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    public function waitTimesReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
+    {
+        $hourExpr = DatabaseTime::hourOf('issued_at');
+        $waitDiff = DatabaseTime::diffSeconds('issued_at', 'called_at');
+
+        $rows = Ticket::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->whereBetween('issued_at', [$from, $to])
+            ->where('status', 'completed')
+            ->whereNotNull('called_at')
+            ->selectRaw("{$hourExpr} as hour, AVG({$waitDiff}) as avg_wait")
+            ->groupBy('hour')
+            ->orderBy('hour')
+            ->get();
+
+        $peak = $rows->sortByDesc('avg_wait')->first();
+
+        return [
+            'hourly' => $rows->map(fn ($r) => ['hour' => (int) $r->hour, 'avg_wait_seconds' => (int) round((float) $r->avg_wait)])->values()->all(),
+            'peak_hour' => $peak ? (int) $peak->hour : null,
+            'peak_avg_wait_seconds' => $peak ? (int) round((float) $peak->avg_wait) : 0,
+        ];
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    public function countersReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
+    {
+        $counters = Counter::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->withCount(['tickets as served_count' => function ($q) use ($from, $to) {
+                $q->where('status', 'completed')
+                    ->whereBetween('completed_at', [$from, $to]);
+            }])
+            ->orderByDesc('served_count')
+            ->get();
+
+        return [
+            'counters' => $counters->map(fn ($c) => [
+                'name' => $c->name,
+                'served' => $c->served_count,
+            ])->all(),
+        ];
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    public function appointmentsReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
+    {
+        $base = QueueAppointment::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
+            ->whereBetween('scheduled_at', [$from, $to]);
+
+        return [
+            'total' => (clone $base)->count(),
+            'checked_in' => (clone $base)->where('status', 'checked_in')->count(),
+            'completed' => (clone $base)->where('status', 'completed')->count(),
+            'cancelled' => (clone $base)->where('status', 'cancelled')->count(),
+            'no_show' => (clone $base)->where('status', 'no_show')->count(),
+        ];
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    public function feedbackReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
+    {
+        $base = CustomerFeedback::owned($ownerRef)
+            ->where('organization_id', $organizationId)
+            ->whereBetween('created_at', [$from, $to])
+            ->when($branchId, function ($q) use ($branchId) {
+                $q->whereHas('ticket', fn ($t) => $t->where('branch_id', $branchId));
+            });
+
+        $count = (clone $base)->count();
+        $avgRating = (clone $base)->avg('rating');
+
+        return [
+            'responses' => $count,
+            'avg_rating' => $count ? round((float) $avgRating, 1) : 0,
+            'avg_service_quality' => round((float) (clone $base)->avg('service_quality'), 1),
+            'avg_wait_experience' => round((float) (clone $base)->avg('wait_experience'), 1),
+            'avg_staff_professionalism' => round((float) (clone $base)->avg('staff_professionalism'), 1),
+        ];
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    public function serviceSessionsReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
+    {
+        $base = ServiceSession::owned($ownerRef)
+            ->whereBetween('started_at', [$from, $to])
+            ->whereHas('ticket', function ($q) use ($organizationId, $branchId) {
+                $q->where('organization_id', $organizationId);
+                if ($branchId) {
+                    $q->where('branch_id', $branchId);
+                }
+            });
+
+        $completed = (clone $base)->whereNotNull('ended_at');
+
+        return [
+            'sessions' => (clone $base)->count(),
+            'completed_sessions' => (clone $completed)->count(),
+            'avg_duration_seconds' => (int) round((float) (clone $completed)->avg('duration_seconds')),
+            'total_service_seconds' => (int) (clone $completed)->sum('duration_seconds'),
+        ];
+    }
+}

app/Services/Qms/ServiceSessionTracker.php

@@ -0,0 +1,41 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\ServiceSession;
+use App\Models\Ticket;
+
+class ServiceSessionTracker
+{
+    public function start(Ticket $ticket, ?string $staffRef = null): ServiceSession
+    {
+        return ServiceSession::create([
+            'owner_ref' => $ticket->owner_ref,
+            'ticket_id' => $ticket->id,
+            'counter_id' => $ticket->counter_id,
+            'staff_ref' => $staffRef,
+            'started_at' => now(),
+        ]);
+    }
+
+    public function endForTicket(Ticket $ticket): ?ServiceSession
+    {
+        $session = ServiceSession::query()
+            ->where('ticket_id', $ticket->id)
+            ->whereNull('ended_at')
+            ->latest('started_at')
+            ->first();
+
+        if (! $session) {
+            return null;
+        }
+
+        $ended = now();
+        $session->update([
+            'ended_at' => $ended,
+            'duration_seconds' => $session->started_at->diffInSeconds($ended),
+        ]);
+
+        return $session->fresh();
+    }
+}

app/Services/Qms/StaffNotifier.php

@@ -0,0 +1,40 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Member;
+use App\Models\Organization;
+use App\Models\User;
+use App\Notifications\Qms\QueueStaffNotification;
+use Illuminate\Notifications\Notification;
+
+class StaffNotifier
+{
+    /**
+     * @param  list<string>  $roles
+     */
+    public function notifyOrganization(
+        Organization $organization,
+        Notification $notification,
+        array $roles = ['org_admin', 'branch_manager', 'supervisor'],
+    ): void {
+        $refs = Member::query()
+            ->where('organization_id', $organization->id)
+            ->whereIn('role', $roles)
+            ->pluck('user_ref');
+
+        User::query()
+            ->whereIn('public_id', $refs)
+            ->each(fn (User $user) => $user->notify($notification));
+    }
+
+    public function queueEvent(
+        Organization $organization,
+        string $title,
+        string $message,
+        ?string $url = null,
+        string $icon = 'bell',
+    ): void {
+        $this->notifyOrganization($organization, new QueueStaffNotification($title, $message, $url, $icon));
+    }
+}

app/Services/Qms/TicketPresenter.php

@@ -0,0 +1,40 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Ticket;
+
+class TicketPresenter
+{
+    /**
+     * @return array<string, mixed>
+     */
+    public static function toArray(Ticket $ticket, bool $includeQr = true): array
+    {
+        return [
+            'uuid' => $ticket->uuid,
+            'ticket_number' => $ticket->ticket_number,
+            'status' => $ticket->status,
+            'priority' => $ticket->priority,
+            'position' => $ticket->position,
+            'customer_name' => $ticket->customer_name,
+            'customer_phone' => $ticket->customer_phone,
+            'source' => $ticket->source,
+            'estimated_wait_seconds' => $ticket->estimated_wait_seconds,
+            'issued_at' => $ticket->issued_at?->toIso8601String(),
+            'called_at' => $ticket->called_at?->toIso8601String(),
+            'queue' => $ticket->serviceQueue ? [
+                'uuid' => $ticket->serviceQueue->uuid,
+                'name' => $ticket->serviceQueue->name,
+                'prefix' => $ticket->serviceQueue->prefix,
+                'color' => $ticket->serviceQueue->color,
+            ] : null,
+            'counter' => $ticket->counter ? [
+                'uuid' => $ticket->counter->uuid,
+                'name' => $ticket->counter->name,
+            ] : null,
+            'track_url' => $includeQr ? route('qms.mobile.show', $ticket->qr_token) : null,
+            'barcode' => $ticket->barcode,
+        ];
+    }
+}

app/Services/Qms/VoiceAnnouncementService.php

@@ -0,0 +1,69 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\Counter;
+use App\Models\Ticket;
+use App\Models\VoiceAnnouncement;
+use Illuminate\Support\Str;
+
+class VoiceAnnouncementService
+{
+    public function announceCalled(Ticket $ticket, Counter $counter, ?string $locale = null): VoiceAnnouncement
+    {
+        $locale ??= data_get($ticket->serviceQueue?->settings, 'announcement_locale', 'en');
+        $message = $this->buildMessage($ticket, $counter, $locale);
+
+        return VoiceAnnouncement::create([
+            'owner_ref' => $ticket->owner_ref,
+            'organization_id' => $ticket->organization_id,
+            'branch_id' => $ticket->branch_id,
+            'ticket_id' => $ticket->id,
+            'locale' => $locale,
+            'message' => $message,
+            'voice' => data_get($ticket->serviceQueue?->settings, 'voice', 'female'),
+            'volume' => (int) data_get($ticket->serviceQueue?->settings, 'announcement_volume', 80),
+            'repeat_count' => (int) data_get($ticket->serviceQueue?->settings, 'announcement_repeat', 1),
+            'status' => 'pending',
+        ]);
+    }
+
+    protected function buildMessage(Ticket $ticket, Counter $counter, string $locale): string
+    {
+        $templates = config('qms.announcement_templates');
+        $template = $templates[$locale] ?? $templates['en'];
+
+        return str_replace(
+            [':ticket', ':counter'],
+            [$ticket->ticket_number, $counter->name],
+            $template,
+        );
+    }
+
+    /**
+     * @return list<array<string, mixed>>
+     */
+    public function pendingForBranch(int $branchId, int $limit = 10): array
+    {
+        return VoiceAnnouncement::query()
+            ->where('branch_id', $branchId)
+            ->where('status', 'pending')
+            ->orderBy('id')
+            ->limit($limit)
+            ->get()
+            ->map(fn (VoiceAnnouncement $a) => [
+                'id' => $a->id,
+                'message' => $a->message,
+                'locale' => $a->locale,
+                'voice' => $a->voice,
+                'volume' => $a->volume,
+                'repeat_count' => $a->repeat_count,
+            ])
+            ->all();
+    }
+
+    public function markPlayed(VoiceAnnouncement $announcement): void
+    {
+        $announcement->update(['status' => 'played', 'played_at' => now()]);
+    }
+}

app/Services/Qms/WorkflowService.php

@@ -0,0 +1,99 @@
+<?php
+
+namespace App\Services\Qms;
+
+use App\Models\ServiceQueue;
+use App\Models\Ticket;
+use App\Models\Workflow;
+use App\Models\WorkflowStep;
+
+class WorkflowService
+{
+    public function __construct(
+        protected QueueEngine $engine,
+    ) {}
+
+    /**
+     * @param  array<string, mixed>  $attributes
+     */
+    public function attachOnIssue(ServiceQueue $queue, array &$attributes): void
+    {
+        if (data_get($attributes, 'metadata.workflow_id')) {
+            return;
+        }
+
+        $workflow = Workflow::query()
+            ->where('owner_ref', $queue->owner_ref)
+            ->where('organization_id', $queue->organization_id)
+            ->where('is_active', true)
+            ->when($queue->branch_id, fn ($q) => $q->where(fn ($inner) => $inner->whereNull('branch_id')->orWhere('branch_id', $queue->branch_id)))
+            ->whereHas('steps', fn ($q) => $q->where('service_queue_id', $queue->id))
+            ->first();
+
+        if (! $workflow) {
+            return;
+        }
+
+        $firstStep = $workflow->steps()
+            ->where('service_queue_id', $queue->id)
+            ->orderBy('sort_order')
+            ->first();
+
+        if (! $firstStep) {
+            return;
+        }
+
+        $metadata = $attributes['metadata'] ?? [];
+        $metadata['workflow_id'] = $workflow->id;
+        $metadata['workflow_step'] = $firstStep->sort_order;
+        $attributes['metadata'] = $metadata;
+    }
+
+    /** Advance completed ticket to the next workflow step queue, if configured. */
+    public function advanceAfterCompletion(Ticket $ticket): ?Ticket
+    {
+        $workflowId = data_get($ticket->metadata, 'workflow_id');
+        $stepOrder = (int) data_get($ticket->metadata, 'workflow_step', 0);
+
+        if (! $workflowId) {
+            return null;
+        }
+
+        $workflow = Workflow::find($workflowId);
+        if (! $workflow || ! $workflow->is_active) {
+            return null;
+        }
+
+        $nextStep = WorkflowStep::where('workflow_id', $workflow->id)
+            ->where('sort_order', '>', $stepOrder)
+            ->orderBy('sort_order')
+            ->first();
+
+        if (! $nextStep?->service_queue_id) {
+            return null;
+        }
+
+        $toQueue = ServiceQueue::find($nextStep->service_queue_id);
+        if (! $toQueue) {
+            return null;
+        }
+
+        $transferred = $this->engine->transfer($ticket, $toQueue, null, 'Workflow advance', null);
+        $transferred->update([
+            'metadata' => array_merge($transferred->metadata ?? [], [
+                'workflow_id' => $workflow->id,
+                'workflow_step' => $nextStep->sort_order,
+            ]),
+        ]);
+
+        return $transferred;
+    }
+
+    /**
+     * @return array<int, array{name: string, queue_id: int|null, sort_order: int}>
+     */
+    public function industryTemplate(string $template): array
+    {
+        return config("qms.workflow_templates.{$template}", config('qms.workflow_templates.custom', []));
+    }
+}

app/Support/DatabaseTime.php

@@ -0,0 +1,24 @@
+<?php
+
+namespace App\Support;
+
+use Illuminate\Support\Facades\DB;
+
+class DatabaseTime
+{
+    public static function diffSeconds(string $fromColumn, string $toColumn): string
+    {
+        return match (DB::connection()->getDriverName()) {
+            'sqlite' => "CAST((julianday({$toColumn}) - julianday({$fromColumn})) * 86400 AS INTEGER)",
+            default => "TIMESTAMPDIFF(SECOND, {$fromColumn}, {$toColumn})",
+        };
+    }
+
+    public static function hourOf(string $column): string
+    {
+        return match (DB::connection()->getDriverName()) {
+            'sqlite' => "CAST(strftime('%H', {$column}) AS INTEGER)",
+            default => "HOUR({$column})",
+        };
+    }
+}

app/Support/LadillAppUrl.php

@@ -0,0 +1,15 @@
+<?php
+
+namespace App\Support;
+
+final class LadillAppUrl
+{
+    public static function connect(string $appSubdomain, string $path = '/'): string
+    {
+        $root = (string) config('app.platform_domain', 'ladill.com');
+        $path = '/'.ltrim($path, '/');
+        $target = "https://{$appSubdomain}.{$root}{$path}";
+
+        return "https://{$appSubdomain}.{$root}/sso/connect?redirect=".urlencode($target);
+    }
+}