Our New Approach to Laravel Product Support

Our New Approach to Laravel Product Support

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.

Keep reading

General April 4, 2024

Encryption and the In-between

Last year, we introduced a simple but surprisingly useful feature to Laravel Forge: the ability to add notes to servers. While checking the uptake of this feature, we noticed that customers were often storing sensitive data in the field. We hadn’t designed notes to store sensitive information, so we found ourselves in a situation where we now needed to encrypt existing unencrypted data, while also allowing for new data to be inserted as encrypted data - at the same time, the dashboard needed to be able to show the notes correctly whether they had been encrypted or not. Our migration process looked like this: 1. Run a command that encrypts all existing unencrypted server notes. 2. Update our model to cast the `notes` field, encrypting or decrypting as required. To do this, we leaned on [Laravel’s custom casts](https://laravel.com/docs/11.x/eloquent-mutators#custom-casts) feature to handle this “sometimes encrypted” data. We created a new cast `SometimesEncrypted` that allowed us to gracefully decrypt the encrypted notes, or simply return the plaintext version which may have been available during the migration: ```php

James Brooks

General December 19, 2022

Laravel Loves PHP 8.2

Last week saw the official release of PHP 8.2, bringing with it features such as read-only classes, DNF types, and much more. As you may have noticed, we've been busy preparing the Laravel framework, first-party packages, and the surrounding ecosystem to provide support for this exciting new release of PHP. ## Laravel If you want to use PHP 8.2 with your Laravel project, you should update your dependencies to use the latest versions of the framework as well as the latest versions of all first-party packages such as Cashier, Passport, Scout, etc. ![image](https://laravel-blog-assets.s3.amazonaws.com/cuNz2q7vmF8us0h934JhSY5hprK8lAAZPXw0siF4.png "image") Of course, you should also ensure you update any third-party packages accordingly. ## Forge If you use Forge to provision servers and deploy your applications, you may now select PHP 8.2 when creating a server. ![image](https://laravel-blog-assets.s3.amazonaws.com/yB1Yo6zGuJFpwyQIJeOW1SoD5ZWwiU7Tdh23c1cC.png "image") You may also install PHP 8.2 on existing servers from the "PHP" tab of your server's management dashboard. ![image](https://laravel-blog-assets.s3.amazonaws.com/PeQjgVeQlbYkqJGMyEw4N6eZVb8Q8nfVL7wAdzlR.png "image") ## Vapor We have also updated Vapor to provide PHP 8.2 support for our native and Docker runtimes. To update your native runtime to PHP 8.2, set the `runtime` option of your application's `vapor.yml` file to `php-8.2:al2` and redeploy your application. ![image](https://laravel-blog-assets.s3.amazonaws.com/O3QpHQ2GEvCxUCvkw59b8xiDvInhFqsOwIHd5PfV.png "image") If you are using the Docker runtime, you may update the base image in your Dockerfile to `laravelphp/vapor:php82` and redeploy your application. ![image](https://laravel-blog-assets.s3.amazonaws.com/6Lfm3nfio9eUHv9z0oNdEzfdrZH5NOyuOHxbps9I.png "image") ## Envoyer If you use Envoyer to manage your application's deployments, you may now select PHP 8.2 from your server's settings. ![image](https://laravel-blog-assets.s3.amazonaws.com/FswmEfdErIUr7iFQKQZkKM5TyEWEs3jbNawQOQfI.png "image") At Laravel, we're committed to providing you with the most robust, modern, and developer-friendly PHP experience. We hope you're as eager as we are to get started with PHP 8.2. With these updates to the ecosystem, it really couldn't be simpler!

Joe Dixon

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