Escalated Documentation

This repository contains the documentation for Escalated, an open-source embeddable support ticket system with SLA tracking, escalation rules, agent workflows, and a customer portal.

escalated.dev/docs — Read the full documentation online.

The Markdown files in this repo are fetched at runtime by the Escalated marketing site and rendered as the /docs page.

Structure

docs.json # Manifest — defines groups, section order, sidebar labels, types, and tabs
sections/
getting-started.md # Single sections are standalone files
installation/ # Tabbed sections are directories
_intro.md # Shared intro text (appears above the tab switcher)
laravel.md # One Markdown file per declared tab id
rails.md
...
compare/ # Tabs are not always frameworks — here they are competitors
_intro.md
zendesk.md
freshdesk.md
...

Manifest shape

docs.json is a list of groups; each group has a slug, a label, a description (shown on the docs overview cards), and an ordered list of sections. Each section has a slug (the page URL at /docs/{slug} and the content path), a label, and a type:

{
"groups": [
{
"slug": "getting-started",
"label": "Getting Started",
"description": "Install Escalated and get the support UI running in your app.",
"sections": [
{ "slug": "getting-started", "label": "Getting Started", "type": "single" },
{
"slug": "installation",
"label": "Installation",
"type": "tabbed",
"tabs": [
{ "id": "laravel", "label": "Laravel" },
{ "id": "rails", "label": "Rails" }
]
}
]
}
]
}

Section types

• single — A standalone Markdown file (sections/{slug}.md) rendered as one page.
• tabbed — A directory (sections/{slug}/) with _intro.md (shared heading + intro, shown above the tab switcher) and one Markdown file per declared tab. The section's tabs array lists each tab's id (which must match a {id}.md file in the directory) and its label (shown on the switcher). Tabs are whatever dimension fits the section — frameworks, data sources, competitors, or topics.

Contributing

Editing existing docs

1. Find the section you want to edit in the sections/ directory.
2. Edit the Markdown file directly on GitHub or clone the repo locally.
3. Open a pull request with your changes.

Changes merged to main will appear on the site within one hour (the cache TTL), or immediately if the cache is cleared.

Adding a new section

1. Pick the group in docs.json it belongs to (or add a new group with a slug, label, and description).
2. Add a section entry to that group's sections with a slug, label, and type.
3. For single sections: create sections/{slug}.md.
4. For tabbed sections: add a tabs array (each { "id", "label" }), then create sections/{slug}/ with _intro.md and one {id}.md file per tab. Every declared tab id must have a matching file.

Writing guidelines

• Use standard GitHub Flavored Markdown.
• Use fenced code blocks with language identifiers (e.g., ```php, ```bash, ```ruby).
• Use > blockquotes for callout notes (rendered as styled callout boxes on the site).
• Use Markdown tables for tabular data.
• Keep headings hierarchical: # Section Title in _intro.md, ## Sub-heading in content files.

Local preview

The Markdown is rendered server-side by Laravel's Str::markdown() (which uses league/commonmark). Syntax highlighting is applied client-side via Shiki. Any standard GFM Markdown will render correctly.

Note

The README.md file is not pulled by the site — only docs.json and files in sections/ are fetched.

Related Repositories

• Escalated — Shared frontend (Vue 3 + Inertia.js)
• Escalated for Laravel — Laravel Composer package
• Escalated for Rails — Ruby on Rails engine
• Escalated for Django — Django reusable app
• Escalated for AdonisJS — AdonisJS v6 package
• Escalated for Filament — Filament v3 admin panel plugin
• Escalated for WordPress — WordPress plugin
• Plugin SDK — TypeScript SDK for building plugins
• Plugin Runtime — Runtime host for plugins

License

MIT