fix: align ticket timers to server clock

convex/tickets.ts

@@ -461,6 +461,7 @@ export const list = query({
             subcategorySummary = { id: subcategory._id, name: subcategory.name };
           }
         }
+        const serverNow = Date.now()
         return {
           id: t._id,
           reference: t.reference,
@@ -497,6 +498,7 @@ export const list = query({
             totalWorkedMs: t.totalWorkedMs ?? 0,
             internalWorkedMs: t.internalWorkedMs ?? 0,
             externalWorkedMs: t.externalWorkedMs ?? 0,
+            serverNow,
             activeSession: activeSession
               ? {
                   id: activeSession._id,
@@ -546,6 +548,7 @@ export const getById = query({
       visibleComments.map((comment) => `${comment.createdAt}:${comment.authorId}`)
     )
     const visibleCommentTimestamps = new Set(visibleComments.map((comment) => comment.createdAt))
+    const serverNow = Date.now()
 
     let timelineRecords = await ctx.db
       .query("ticketEvents")
@@ -678,6 +681,7 @@ export const getById = query({
         totalWorkedMs: t.totalWorkedMs ?? 0,
         internalWorkedMs: t.internalWorkedMs ?? 0,
         externalWorkedMs: t.externalWorkedMs ?? 0,
+        serverNow,
         activeSession: activeSession
           ? {
               id: activeSession._id,
@@ -1255,11 +1259,13 @@ export const workSummary = query({
     await requireStaff(ctx, viewerId, ticket.tenantId)
 
     const activeSession = ticket.activeSessionId ? await ctx.db.get(ticket.activeSessionId) : null
+    const serverNow = Date.now()
     return {
       ticketId,
       totalWorkedMs: ticket.totalWorkedMs ?? 0,
       internalWorkedMs: ticket.internalWorkedMs ?? 0,
       externalWorkedMs: ticket.externalWorkedMs ?? 0,
+      serverNow,
       activeSession: activeSession
         ? {
             id: activeSession._id,
@@ -1303,16 +1309,22 @@ export const startWork = mutation({
     const viewer = await requireTicketStaff(ctx, actorId, ticketDoc)
     const isAdmin = viewer.role === "ADMIN"
     const currentAssigneeId = ticketDoc.assigneeId ?? null
+    const now = Date.now()
 
     if (currentAssigneeId && currentAssigneeId !== actorId && !isAdmin) {
       throw new ConvexError("Somente o responsável atual pode iniciar este chamado")
     }
 
     if (ticketDoc.activeSessionId) {
-      return { status: "already_started", sessionId: ticketDoc.activeSessionId }
+      const session = await ctx.db.get(ticketDoc.activeSessionId)
+      return {
+        status: "already_started",
+        sessionId: ticketDoc.activeSessionId,
+        startedAt: session?.startedAt ?? now,
+        serverNow: now,
+      }
     }
 
-    const now = Date.now()
     let assigneePatched = false
 
     if (!currentAssigneeId) {
@@ -1356,7 +1368,7 @@ export const startWork = mutation({
       createdAt: now,
     })
 
-    return { status: "started", sessionId, startedAt: now }
+    return { status: "started", sessionId, startedAt: now, serverNow: now }
   },
 })
 
@@ -1439,6 +1451,7 @@ export const pauseWork = mutation({
       durationMs,
       pauseReason: reason,
       pauseNote: note ?? "",
+      serverNow: now,
     }
   },
 })

src/components/tickets/ticket-summary-header.tsx

@@ -31,7 +31,12 @@ import {
   DropdownMenuTrigger,
 } from "@/components/ui/dropdown-menu"
 import { Tooltip, TooltipContent, TooltipTrigger } from "@/components/ui/tooltip"
-import { reconcileLocalSessionStart, type SessionStartOrigin } from "./ticket-timer.utils"
+import {
+  deriveServerOffset,
+  reconcileLocalSessionStart,
+  toServerTimestamp,
+  type SessionStartOrigin,
+} from "./ticket-timer.utils"
 
 interface TicketHeaderProps {
   ticket: TicketWithDetails
@@ -42,6 +47,7 @@ type WorkSummarySnapshot = {
   totalWorkedMs: number
   internalWorkedMs: number
   externalWorkedMs: number
+  serverNow?: number | null
   activeSession: {
     id: Id<"ticketWorkSessions">
     agentId: Id<"users">
@@ -122,6 +128,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
         totalWorkedMs: number
         internalWorkedMs?: number
         externalWorkedMs?: number
+        serverNow?: number
         activeSession: {
           id: Id<"ticketWorkSessions">
           agentId: Id<"users">
@@ -341,6 +348,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
       totalWorkedMs: ticket.workSummary.totalWorkedMs ?? 0,
       internalWorkedMs: ticket.workSummary.internalWorkedMs ?? 0,
       externalWorkedMs: ticket.workSummary.externalWorkedMs ?? 0,
+      serverNow: typeof ticket.workSummary.serverNow === "number" ? ticket.workSummary.serverNow : null,
       activeSession: ticketActiveSession
         ? {
             id: ticketActiveSession.id as Id<"ticketWorkSessions">,
@@ -359,10 +367,31 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
   ])
 
   const [workSummary, setWorkSummary] = useState<WorkSummarySnapshot | null>(initialWorkSummary)
+  const serverOffsetRef = useRef<number>(0)
+
+  const calibrateServerOffset = useCallback(
+    (serverNow?: number | Date | null) => {
+      if (serverNow === undefined || serverNow === null) return
+      const serverMs =
+        serverNow instanceof Date ? serverNow.getTime() : Number(serverNow)
+      if (!Number.isFinite(serverMs)) return
+      serverOffsetRef.current = deriveServerOffset({
+        currentOffset: serverOffsetRef.current,
+        localNow: Date.now(),
+        serverNow: serverMs,
+      })
+    },
+    []
+  )
+
+  const getServerNow = useCallback(() => toServerTimestamp(Date.now(), serverOffsetRef.current), [])
 
   useEffect(() => {
+    if (initialWorkSummary?.serverNow) {
+      calibrateServerOffset(initialWorkSummary.serverNow)
+    }
     setWorkSummary(initialWorkSummary)
-  }, [initialWorkSummary])
+  }, [initialWorkSummary, calibrateServerOffset])
 
   useEffect(() => {
     if (workSummaryRemote === undefined) return
@@ -370,11 +399,15 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
       setWorkSummary(null)
       return
     }
+    if (typeof workSummaryRemote.serverNow === "number") {
+      calibrateServerOffset(workSummaryRemote.serverNow)
+    }
     setWorkSummary({
       ticketId: workSummaryRemote.ticketId,
       totalWorkedMs: workSummaryRemote.totalWorkedMs ?? 0,
       internalWorkedMs: workSummaryRemote.internalWorkedMs ?? 0,
       externalWorkedMs: workSummaryRemote.externalWorkedMs ?? 0,
+      serverNow: typeof workSummaryRemote.serverNow === "number" ? workSummaryRemote.serverNow : null,
       activeSession: workSummaryRemote.activeSession
         ? {
             id: workSummaryRemote.activeSession.id,
@@ -384,7 +417,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
           }
         : null,
     })
-  }, [workSummaryRemote])
+  }, [workSummaryRemote, calibrateServerOffset])
 
   const isPlaying = Boolean(workSummary?.activeSession)
   const [now, setNow] = useState(() => Date.now())
@@ -429,7 +462,8 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
     ? (() => {
         const remoteStart = Number(workSummary.activeSession.startedAt) || 0
         const effectiveStart = Math.max(remoteStart, localStartAtRef.current || 0)
-        return Math.max(0, now - effectiveStart)
+        const alignedNow = toServerTimestamp(now, serverOffsetRef.current)
+        return Math.max(0, alignedNow - effectiveStart)
       })()
     : 0
   const totalWorkedMs = workSummary ? workSummary.totalWorkedMs + currentSessionMs : 0
@@ -451,16 +485,29 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
     toast.dismiss("work")
     toast.loading("Iniciando atendimento...", { id: "work" })
     try {
-      const result = await startWork({ ticketId: ticket.id as Id<"tickets">, actorId: convexUserId as Id<"users">, workType })
+      const result = await startWork({
-      const status = (result as { status?: string } | null)?.status ?? "started"
+        ticketId: ticket.id as Id<"tickets">,
+        actorId: convexUserId as Id<"users">,
+        workType,
+      })
+      const resultMeta = result as {
+        status?: string
+        startedAt?: number
+        sessionId?: Id<"ticketWorkSessions">
+        serverNow?: number
+      }
+      const status = resultMeta?.status ?? "started"
       if (status === "already_started") {
         toast.info("O atendimento já estava em andamento", { id: "work" })
       } else {
         toast.success("Atendimento iniciado", { id: "work" })
       }
       // Otimização local: garantir startedAt correto imediatamente
-      const startedAtMs = typeof result?.startedAt === "number" ? result.startedAt : Date.now()
+      calibrateServerOffset(resultMeta?.serverNow ?? null)
-      if (typeof result?.startedAt === "number") {
+      const startedAtMsRaw = resultMeta?.startedAt
+      const startedAtMs =
+        typeof startedAtMsRaw === "number" && Number.isFinite(startedAtMsRaw) ? startedAtMsRaw : getServerNow()
+      if (typeof startedAtMsRaw === "number") {
         localStartOriginRef.current = "remote"
       } else if (status === "already_started") {
         localStartOriginRef.current = "already-running-fallback"
@@ -468,17 +515,19 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
         localStartOriginRef.current = "fresh-local"
       }
       localStartAtRef.current = startedAtMs
-      const sessionId = (result as { sessionId?: unknown })?.sessionId as Id<"ticketWorkSessions"> | undefined
+      const sessionId = resultMeta?.sessionId
       setWorkSummary((prev) => {
         const base: WorkSummarySnapshot = prev ?? {
           ticketId: ticket.id as Id<"tickets">,
           totalWorkedMs: 0,
           internalWorkedMs: 0,
           externalWorkedMs: 0,
+          serverNow: null,
           activeSession: null,
         }
         return {
           ...base,
+          serverNow: typeof resultMeta?.serverNow === "number" ? resultMeta.serverNow : getServerNow(),
           activeSession: {
             id: (sessionId as Id<"ticketWorkSessions">) ?? (base.activeSession?.id as Id<"ticketWorkSessions">),
             agentId: convexUserId as Id<"users">,
@@ -505,14 +554,16 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
         reason: pauseReason,
         note: pauseNote.trim() ? pauseNote.trim() : undefined,
       })
-      if (result?.status === "already_paused") {
+      const resultMeta = result as { status?: string; durationMs?: number; serverNow?: number }
+      if (resultMeta?.status === "already_paused") {
         toast.info("O atendimento já estava pausado", { id: "work" })
       } else {
         toast.success("Atendimento pausado", { id: "work" })
       }
       setPauseDialogOpen(false)
       // Otimização local: aplicar duração retornada no total e limpar sessão ativa
-      const delta = typeof (result as { durationMs?: unknown })?.durationMs === "number" ? (result as { durationMs?: number }).durationMs! : 0
+      calibrateServerOffset(resultMeta?.serverNow ?? null)
+      const delta = typeof resultMeta?.durationMs === "number" ? resultMeta.durationMs : 0
       localStartAtRef.current = 0
       localStartOriginRef.current = "unknown"
       setWorkSummary((prev) => {
@@ -523,6 +574,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
           totalWorkedMs: prev.totalWorkedMs + delta,
           internalWorkedMs: prev.internalWorkedMs + (workType === "INTERNAL" ? delta : 0),
           externalWorkedMs: prev.externalWorkedMs + (workType === "EXTERNAL" ? delta : 0),
+          serverNow: typeof resultMeta?.serverNow === "number" ? resultMeta.serverNow : getServerNow(),
           activeSession: null,
         }
       })

src/components/tickets/ticket-timer.utils.ts

@@ -38,3 +38,38 @@ export function reconcileLocalSessionStart({ remoteStart, localStart, origin }:
 
   return { localStart: sanitizedLocal, origin }
 }
+
+interface OffsetArgs {
+  currentOffset: number
+  localNow: number
+  serverNow?: number | null
+}
+
+/**
+ * Calcula o deslocamento entre o relógio do navegador e o do servidor.
+ * Usamos o menor número de suposições possível: basta termos uma leitura de serverNow
+ * para alinhar o relógio local.
+ */
+export function deriveServerOffset({ currentOffset, localNow, serverNow }: OffsetArgs): number {
+  if (typeof serverNow !== "number" || Number.isNaN(serverNow)) {
+    return currentOffset
+  }
+  const nextOffset = localNow - serverNow
+  if (!Number.isFinite(nextOffset)) {
+    return currentOffset
+  }
+  if (!Number.isFinite(currentOffset) || currentOffset === 0) {
+    return nextOffset
+  }
+  const MAX_REASONABLE_JUMP = 5 * 60 * 1000 // 5 minutos
+  if (Math.abs(nextOffset - currentOffset) > MAX_REASONABLE_JUMP) {
+    return nextOffset
+  }
+  return nextOffset
+}
+
+export function toServerTimestamp(localNow: number, offset: number): number {
+  if (!Number.isFinite(localNow)) return localNow
+  if (!Number.isFinite(offset)) return localNow
+  return localNow - offset
+}

src/components/tickets/tickets-table.tsx

@@ -1,6 +1,6 @@
 "use client"
 
-import { useEffect, useState } from "react"
+import { useEffect, useRef, useState } from "react"
 import { useRouter } from "next/navigation"
 import { format, formatDistanceToNowStrict } from "date-fns"
 import { ptBR } from "date-fns/locale"
@@ -22,6 +22,7 @@ import {
 } from "@/components/ui/table"
 import { PrioritySelect } from "@/components/tickets/priority-select"
 import { cn } from "@/lib/utils"
+import { deriveServerOffset, toServerTimestamp } from "@/components/tickets/ticket-timer.utils"
 
 const channelLabel: Record<TicketChannel, string> = {
   EMAIL: "E-mail",
@@ -112,6 +113,7 @@ export type TicketsTableProps = {
 export function TicketsTable({ tickets }: TicketsTableProps) {
   const safeTickets = tickets ?? []
   const [now, setNow] = useState(() => Date.now())
+  const serverOffsetRef = useRef<number>(0)
   const router = useRouter()
 
   useEffect(() => {
@@ -121,11 +123,25 @@ export function TicketsTable({ tickets }: TicketsTableProps) {
     return () => clearInterval(interval)
   }, [])
 
+  useEffect(() => {
+    const candidates = (tickets ?? [])
+      .map((ticket) => (typeof ticket.workSummary?.serverNow === "number" ? ticket.workSummary.serverNow : null))
+      .filter((value): value is number => value !== null)
+    if (candidates.length === 0) return
+    const latestServerNow = candidates[candidates.length - 1]
+    serverOffsetRef.current = deriveServerOffset({
+      currentOffset: serverOffsetRef.current,
+      localNow: Date.now(),
+      serverNow: latestServerNow,
+    })
+  }, [tickets])
+
   const getWorkedMs = (ticket: Ticket) => {
     const base = ticket.workSummary?.totalWorkedMs ?? 0
     const activeStart = ticket.workSummary?.activeSession?.startedAt
     if (activeStart instanceof Date) {
-      return base + Math.max(0, now - activeStart.getTime())
+      const alignedNow = toServerTimestamp(now, serverOffsetRef.current)
+      return base + Math.max(0, alignedNow - activeStart.getTime())
     }
     return base
   }

src/lib/mappers/ticket.ts

@@ -71,6 +71,7 @@ const serverTicketSchema = z.object({
       totalWorkedMs: z.number(),
       internalWorkedMs: z.number().optional(),
       externalWorkedMs: z.number().optional(),
+      serverNow: z.number().optional(),
       activeSession: z
         .object({
           id: z.string(),
@@ -143,6 +144,7 @@ export function mapTicketFromServer(input: unknown) {
           totalWorkedMs: s.workSummary.totalWorkedMs,
           internalWorkedMs: s.workSummary.internalWorkedMs ?? 0,
           externalWorkedMs: s.workSummary.externalWorkedMs ?? 0,
+          serverNow: s.workSummary.serverNow,
           activeSession: s.workSummary.activeSession
             ? {
                 ...s.workSummary.activeSession,
@@ -201,6 +203,9 @@ export function mapTicketWithDetailsFromServer(input: unknown) {
     workSummary: s.workSummary
       ? {
           totalWorkedMs: s.workSummary.totalWorkedMs,
+          internalWorkedMs: s.workSummary.internalWorkedMs ?? 0,
+          externalWorkedMs: s.workSummary.externalWorkedMs ?? 0,
+          serverNow: s.workSummary.serverNow,
           activeSession: s.workSummary.activeSession
             ? {
                 ...s.workSummary.activeSession,

src/lib/schemas/ticket.ts

@@ -135,6 +135,7 @@ export const ticketSchema = z.object({
       totalWorkedMs: z.number(),
       internalWorkedMs: z.number().optional().default(0),
       externalWorkedMs: z.number().optional().default(0),
+      serverNow: z.number().optional(),
       activeSession: z
         .object({
           id: z.string(),

tests/ticket-timer.test.ts

@@ -1,5 +1,5 @@
 import { describe, expect, it } from "vitest"
-import { reconcileLocalSessionStart } from "@/components/tickets/ticket-timer.utils"
+import { deriveServerOffset, reconcileLocalSessionStart, toServerTimestamp } from "@/components/tickets/ticket-timer.utils"
 
 describe("reconcileLocalSessionStart", () => {
   it("usa o timestamp remoto quando não há marcador local", () => {
@@ -34,3 +34,26 @@ describe("reconcileLocalSessionStart", () => {
     expect(result).toEqual({ localStart: 4_000, origin: "remote" })
   })
 })
+
+describe("deriveServerOffset", () => {
+  it("calcula deslocamento simples entre relógios", () => {
+    const offset = deriveServerOffset({ currentOffset: 0, localNow: 1_700_000, serverNow: 1_699_000 })
+    expect(offset).toBe(1_000)
+  })
+
+  it("ignora serverNow inválido", () => {
+    const offset = deriveServerOffset({ currentOffset: 500, localNow: 2_000_000, serverNow: Number.NaN })
+    expect(offset).toBe(500)
+  })
+
+  it("aceita saltos grandes quando necessário", () => {
+    const offset = deriveServerOffset({ currentOffset: 500, localNow: 2_000_000, serverNow: 1_000_000 })
+    expect(offset).toBe(1_000_000)
+  })
+})
+
+describe("toServerTimestamp", () => {
+  it("aplica offset corretamente", () => {
+    expect(toServerTimestamp(1_000_000, 1_500)).toBe(998_500)
+  })
+})