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Eagle Review

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Self-hosted Laravel support ticket system with email-to-ticket, help center and SLAs.

From:
Contact sales
Founded:
2025
Facts checked:

Eagle is a self-hosted support ticket system built with Laravel, published as source code on GitHub by its developer, Liam Seys. There is nothing to buy: you clone the repository and run it on your own server. It covers tickets, email-to-ticket, a help center, SLA policies and an AI chatbot widget, and its README releases it under a Creative Commons NonCommercial licence, which is the first thing a business has to settle.

Is it right for your team?

Tick what's true for you.

Points for

Points against

Tick what describes you. We'll weigh it against this review.

What it does

  • Tickets, with client profiles and each client's ticket history in one place
  • Email to ticket: incoming email becomes a ticket. The homepage lists IMAP and SMTP, preserved attachments and threading
  • Help center: articles organised in categories, with search, and forms that create tickets
  • SLA policies for each ticket priority, with alerts before a ticket breaches, per the homepage
  • Escalations that require approval before certain tickets are processed
  • Groups for teams and departments to assign and forward tickets, and user permissions for access control
  • A client portal where customers sign in to open and follow tickets, with optional self-registration and your own branding, per the homepage
  • Canned responses and AI-drafted replies in the inbox, per the homepage
  • An embeddable AI chatbot widget that answers from your help center articles and opens a ticket when it can't resolve the question. It can be pre-filled with a signed-in user's name and email
  • API tokens and multi-factor authentication, per the homepage
  • Missing: the README and homepage list no live chat staffed by agents, no social or messaging channels, no phone or SMS, no reporting, and no Shopify or other ecommerce integration

Pricing at a glance

  • Free to self-host: Eagle is source code on GitHub, with no plans, seats, billing basis or sales team
  • The licence is the catch. The README releases Eagle under Creative Commons Attribution-NonCommercial 4.0 (CC BY-NC 4.0), and the homepage footer says the same. The licence summary says you may not use the material for commercial purposes, and defines a commercial use as one primarily intended for commercial advantage or monetary compensation
  • What you pay for instead: your server and database, the time to install and maintain it, and the AI provider behind the chatbot
  • https://eaglehelp.dev/pricing/ returns a 404. There is no price list because nothing is on sale

AI pricing

  • Eagle charges nothing for its AI. The repository's .env.example has empty API-key slots for model providers including Anthropic, OpenAI, Gemini, Mistral, xAI and Ollama, so the chatbot and reply drafts run on a provider account you set up, at that provider's rates
  • The chatbot answers from your help center articles and links its sources, per the homepage, so it is only as good as the articles you have written (reviewer's opinion)
  • What it cannot do: nothing in the README or on the homepage shows the AI taking actions such as refunds, cancellations or order edits

Before you commit

  • Licence: a company running Eagle to support its own paying customers may well count as commercial use under CC BY-NC 4.0. Get the author's written permission before you deploy it (reviewer's opinion, not legal advice)
  • The licensing is inconsistent. The README points to a LICENSE file that the repository does not contain, and composer.json still carries the Laravel skeleton's "MIT" entry. Ask the author which terms govern before you rely on either
  • You run all of it: PHP 8.2 or later, a database (MySQL in the example settings), a cron job that runs the scheduler every minute, a queue worker, and a Laravel Reverb server for the chatbot's real-time messages. Patches, backups and uptime are yours
  • It is essentially one developer's project: 811 of the 830 commits on main are Liam Seys's, with three other contributors, 65 stars and 8 forks. The latest release is v2.0.1, published 2026-07-31
  • Security reports go to the author's personal email, per the README. Ask how fixes ship and whether a support arrangement or commercial licence exists; we found neither on the repository or the homepage

Who should buy it, and who should skip it

Who should buy

  • Developers and IT-minded teams already running Laravel who want a ticketing app they can read and change
  • Non-commercial organisations and personal projects, which the NonCommercial licence is written for (reviewer's opinion)
  • Teams that need email tickets, a help center and SLAs and nothing more, and have someone to host it

Who should skip it

  • Any business that would run it for paying customers without the author's written permission
  • Shopify and DTC brands: no order data, no ecommerce integration, and none of the social or messaging channels where those customers write in
  • Teams without someone to run a PHP server, a queue worker and a Reverb process
  • Teams that need a vendor contract, a support line or guaranteed security fixes

How we checked this

This profile is based on Eagle's GitHub repository (https://github.com/liamseys/eagle): its README, root file list, .env.example, composer.json, releases and contributors, read on 2026-10-12. Repository counts (commits, stars, forks, contributors) are as of that date. We also rendered Eagle's homepage (https://eaglehelp.dev) in Chrome on 2026-10-12 and confirmed that https://eaglehelp.dev/pricing/ returned a 404 the same day. The homepage's response-time figure was not used. The licence terms quoted come from the Creative Commons summary the README links to (https://creativecommons.org/licenses/by-nc/4.0/), read on 2026-10-12. We did not install Eagle. No review-site text was used.

Sources

Facts last checked on .