servicedesk/src/routes/channels.php

<?php

use App\Models\Ticket;
use Illuminate\Support\Facades\Broadcast;

/**
 * One shared channel for anything queue-relevant (new/changed/closed
 * tickets) rather than per-team channels — payloads carry only minimal
 * metadata, so the receiving Livewire component just re-queries through its
 * own already-correct Ticket::scopeVisibleToOperator() instead of this
 * callback needing to duplicate that ACL logic.
 */
Broadcast::channel('operator.queue', function ($user) {
    return in_array('operator', $user->roles ?? []) || $user->isAdmin();
});

/**
 * Per-ticket channel for message/detail changes (drives both the live
 * message thread and live ticket-header updates). OR, not else-if — the
 * owner's account holds both client and operator roles at once, so both
 * branches must be checked rather than picking one based on role alone.
 * Payloads here also stay minimal (never the message body itself), so an
 * internal note can safely broadcast on the same channel a client is
 * subscribed to — the client's own computed properties never touch
 * internal messages regardless of which event arrived.
 */
Broadcast::channel('ticket.{ticketId}', function ($user, int $ticketId) {
    $ticket = Ticket::query()->find($ticketId);

    if (! $ticket) {
        return false;
    }

    return (in_array('operator', $user->roles ?? []) && $ticket->isVisibleToOperator($user))
        || $ticket->customer_id === $user->id;
});

/**
 * Every logged-in user's own private notification stream (bell realtime
 * updates + in-tab browser push, see NotificationCreated). Laravel's
 * default `App.Models.User.{id}` naming convention is kept verbatim so it
 * matches what `$notifiable->notify()` already implies, rather than
 * inventing a shorter alias.
 */
Broadcast::channel('App.Models.User.{id}', function ($user, int $id) {
    return $user->id === $id;
});