Over the last year we’ve rebuilt our entire approach to customer support, drawing on the same obsession with developer experience that Taylor brings to the framework itself. Launching Laravel Cloud, Nightwatch, and enterprise plans created a bigger demand for support, so we strengthened our team of engineers to match.
What Changed
- Team growth: We expanded from 4 people to a 13-person support team (we're still hiring), giving us true global coverage.
- Hiring: We built a rigorous interview process to find engineers who genuinely care about helping developers succeed.
- Support ops: We restructured our org, upgraded tooling, and built new workflows to cut response times from days to hours (and soon just minutes).
- Multi-product readiness: Instead of siloed teams, one support org now covers Forge, Cloud, Nightwatch, Vapor, and more. No bouncing between queues. The training is intense.
- Training: We’ve formalized internal training and comms so our support engineers have more breadth and depth of knowledge.
- Product engineer rotations: Our product engineers now regularly take time to answer support tickets, which has led to a lot of product PRs. Some days you’ll even see your case solved by Taylor Otwell himself.
The team is stronger, response times are down, and satisfaction is way up.
The Artisan Desk
At Laracon US 2025 we put this new approach on display with something brand new: the Artisan Desk. Our support team set up a walk-up desk for live support, where we consulted, debugged, and coached users in real time.
Laracon attendees brought their laptops and their toughest problems. Our team sat shoulder-to-shoulder with them, troubleshooting deployments, untangling environment issues, fine-tuning Forge and Cloud setups, and walking through Nightwatch integrations.
The Future of Laravel Support
The Artisan Desk proved there’s a huge appetite for direct engagement. We’re exploring how to bring it to other Laracons.
The same team and systems that powered the Artisan Desk are available to you every day through our support channels. Whether it’s minutes-fast responses, deeper expertise across all products, or a more personal touch, the experience you’ll have today is not the one you may have had before.
We hope you never need support, but if you do: we're ready.
To learn more about how we do support here at Laravel, listen to this episode of The Laravel Podcast.