feat: CSV exports, PDF improvements, play internal/external with hour split, roles cleanup, admin companies with 'Cliente avulso', ticket list spacing/alignment fixes, status translations and mappings

2025-10-07 13:42:45 -03:00 · 2025-10-07 13:42:45 -03:00 · 3bafcc5a0a
commit 3bafcc5a0a
parent addd4ce6e8
45 changed files with 1401 additions and 256 deletions
--- a/src/app/api/admin/companies/[id]/route.ts
+++ b/src/app/api/admin/companies/[id]/route.ts
@ -0,0 +1,27 @@
+import { NextResponse } from "next/server"
+
+import { prisma } from "@/lib/prisma"
+import { assertAdminSession } from "@/lib/auth-server"
+
+export const runtime = "nodejs"
+
+export async function PATCH(request: Request, { params }: { params: Promise<{ id: string }> }) {
+  const session = await assertAdminSession()
+  if (!session) return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+  const { id } = await params
+  const body = await request.json()
+
+  const updates: Record<string, any> = {}
+  for (const key of ["name", "slug", "cnpj", "domain", "phone", "description", "address"]) {
+    if (key in body) updates[key] = body[key] ?? null
+  }
+  if ("isAvulso" in body) updates.isAvulso = Boolean(body.isAvulso)
+
+  try {
+    const company = await prisma.company.update({ where: { id }, data: updates as any })
+    return NextResponse.json({ company })
+  } catch (error) {
+    console.error("Failed to update company", error)
+    return NextResponse.json({ error: "Falha ao atualizar empresa" }, { status: 500 })
+  }
+}
--- a/src/app/api/admin/companies/route.ts
+++ b/src/app/api/admin/companies/route.ts
@ -0,0 +1,47 @@
+import { NextResponse } from "next/server"
+
+import { prisma } from "@/lib/prisma"
+import { assertAdminSession } from "@/lib/auth-server"
+
+export const runtime = "nodejs"
+
+export async function GET() {
+  const session = await assertAdminSession()
+  if (!session) return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+
+  const companies = await prisma.company.findMany({
+    orderBy: { name: "asc" },
+  })
+  return NextResponse.json({ companies })
+}
+
+export async function POST(request: Request) {
+  const session = await assertAdminSession()
+  if (!session) return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+
+  const body = await request.json()
+  const { name, slug, isAvulso, cnpj, domain, phone, description, address } = body ?? {}
+  if (!name || !slug) {
+    return NextResponse.json({ error: "Nome e slug são obrigatórios" }, { status: 400 })
+  }
+
+  try {
+    const company = await prisma.company.create({
+      data: ({
+        tenantId: session.user.tenantId ?? "tenant-atlas",
+        name: String(name),
+        slug: String(slug),
+        isAvulso: Boolean(isAvulso ?? false),
+        cnpj: cnpj ? String(cnpj) : null,
+        domain: domain ? String(domain) : null,
+        phone: phone ? String(phone) : null,
+        description: description ? String(description) : null,
+        address: address ? String(address) : null,
+      } as any),
+    })
+    return NextResponse.json({ company })
+  } catch (error) {
+    console.error("Failed to create company", error)
+    return NextResponse.json({ error: "Falha ao criar empresa" }, { status: 500 })
+  }
+}
--- a/src/app/api/admin/users/assign-company/route.ts
+++ b/src/app/api/admin/users/assign-company/route.ts
@ -0,0 +1,37 @@
+import { NextResponse } from "next/server"
+import { ConvexHttpClient } from "convex/browser"
+
+import { assertAdminSession } from "@/lib/auth-server"
+import { api } from "@/convex/_generated/api"
+
+export const runtime = "nodejs"
+
+export async function POST(request: Request) {
+  const session = await assertAdminSession()
+  if (!session) return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+
+  const body = await request.json().catch(() => null) as { email?: string; companyId?: string }
+  const email = body?.email?.trim().toLowerCase()
+  const companyId = body?.companyId
+  if (!email || !companyId) {
+    return NextResponse.json({ error: "Informe e-mail e empresa" }, { status: 400 })
+  }
+
+  const convexUrl = process.env.NEXT_PUBLIC_CONVEX_URL
+  if (!convexUrl) return NextResponse.json({ error: "Convex não configurado" }, { status: 500 })
+  const client = new ConvexHttpClient(convexUrl)
+
+  try {
+    await client.mutation(api.users.assignCompany, {
+      tenantId: session.user.tenantId ?? "tenant-atlas",
+      email,
+      companyId: companyId as any,
+      actorId: (session.user as any).convexUserId ?? (session.user.id as any),
+    })
+    return NextResponse.json({ ok: true })
+  } catch (error) {
+    console.error("Failed to assign company", error)
+    return NextResponse.json({ error: "Falha ao vincular usuário" }, { status: 500 })
+  }
+}
+
--- a/src/app/api/reports/backlog.csv/route.ts
+++ b/src/app/api/reports/backlog.csv/route.ts
@ -0,0 +1,113 @@
+import { NextResponse } from "next/server"
+import { ConvexHttpClient } from "convex/browser"
+
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+import { env } from "@/lib/env"
+import { assertAuthenticatedSession } from "@/lib/auth-server"
+import { DEFAULT_TENANT_ID } from "@/lib/constants"
+
+export const runtime = "nodejs"
+
+function csvEscape(value: unknown): string {
+  const s = value == null ? "" : String(value)
+  if (/[",\n]/.test(s)) {
+    return '"' + s.replace(/"/g, '""') + '"'
+  }
+  return s
+}
+
+function rowsToCsv(rows: Array<Array<unknown>>): string {
+  return rows.map((row) => row.map(csvEscape).join(",")).join("\n") + "\n"
+}
+
+export async function GET(request: Request) {
+  const session = await assertAuthenticatedSession()
+  if (!session) {
+    return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+  }
+
+  const convexUrl = env.NEXT_PUBLIC_CONVEX_URL
+  if (!convexUrl) {
+    return NextResponse.json({ error: "Convex não configurado" }, { status: 500 })
+  }
+
+  const client = new ConvexHttpClient(convexUrl)
+  const tenantId = session.user.tenantId ?? DEFAULT_TENANT_ID
+
+  let viewerId: string | null = null
+  try {
+    const ensuredUser = await client.mutation(api.users.ensureUser, {
+      tenantId,
+      name: session.user.name ?? session.user.email,
+      email: session.user.email,
+      avatarUrl: session.user.avatarUrl ?? undefined,
+      role: session.user.role.toUpperCase(),
+    })
+    viewerId = ensuredUser?._id ?? null
+  } catch (error) {
+    console.error("Failed to synchronize user with Convex for backlog CSV", error)
+    return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
+  }
+
+  if (!viewerId) {
+    return NextResponse.json({ error: "Usuário não encontrado no Convex" }, { status: 403 })
+  }
+
+  try {
+    const { searchParams } = new URL(request.url)
+    const range = searchParams.get("range") ?? undefined
+    const report = await client.query(api.reports.backlogOverview, {
+      tenantId,
+      viewerId: viewerId as unknown as Id<"users">,
+      range,
+    })
+
+    const rows: Array<Array<unknown>> = []
+    rows.push(["Relatório", "Backlog"])
+    rows.push(["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : "—"])
+    rows.push([])
+    rows.push(["Seção", "Chave", "Valor"]) // header
+
+    // Status
+    const STATUS_PT: Record<string, string> = {
+      PENDING: "Pendentes",
+      AWAITING_ATTENDANCE: "Aguardando atendimento",
+      PAUSED: "Pausados",
+      RESOLVED: "Resolvidos",
+    }
+    for (const [status, total] of Object.entries(report.statusCounts)) {
+      rows.push(["Status", STATUS_PT[status] ?? status, total])
+    }
+
+    // Prioridade
+    const PRIORITY_PT: Record<string, string> = {
+      LOW: "Baixa",
+      MEDIUM: "Média",
+      HIGH: "Alta",
+      URGENT: "Crítica",
+    }
+    for (const [priority, total] of Object.entries(report.priorityCounts)) {
+      rows.push(["Prioridade", PRIORITY_PT[priority] ?? priority, total])
+    }
+
+    // Filas
+    for (const q of report.queueCounts) {
+      rows.push(["Fila", q.name || q.id, q.total])
+    }
+
+    rows.push(["Abertos", "Total", report.totalOpen])
+
+    const csv = rowsToCsv(rows)
+    return new NextResponse(csv, {
+      headers: {
+        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Disposition": `attachment; filename="backlog-${tenantId}-${report.rangeDays ?? 'all'}d.csv"`,
+        "Cache-Control": "no-store",
+      },
+    })
+  } catch (error) {
+    console.error("Failed to generate backlog CSV", error)
+    return NextResponse.json({ error: "Falha ao gerar CSV do backlog" }, { status: 500 })
+  }
+}
--- a/src/app/api/reports/csat.csv/route.ts
+++ b/src/app/api/reports/csat.csv/route.ts
@ -0,0 +1,99 @@
+import { NextResponse } from "next/server"
+import { ConvexHttpClient } from "convex/browser"
+
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+import { env } from "@/lib/env"
+import { assertAuthenticatedSession } from "@/lib/auth-server"
+import { DEFAULT_TENANT_ID } from "@/lib/constants"
+
+export const runtime = "nodejs"
+
+function csvEscape(value: unknown): string {
+  const s = value == null ? "" : String(value)
+  if (/[",\n]/.test(s)) {
+    return '"' + s.replace(/"/g, '""') + '"'
+  }
+  return s
+}
+
+function rowsToCsv(rows: Array<Array<unknown>>): string {
+  return rows.map((row) => row.map(csvEscape).join(",")).join("\n") + "\n"
+}
+
+export async function GET(request: Request) {
+  const session = await assertAuthenticatedSession()
+  if (!session) {
+    return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+  }
+
+  const convexUrl = env.NEXT_PUBLIC_CONVEX_URL
+  if (!convexUrl) {
+    return NextResponse.json({ error: "Convex não configurado" }, { status: 500 })
+  }
+
+  const { searchParams } = new URL(request.url)
+  const range = searchParams.get("range") ?? undefined
+
+  const client = new ConvexHttpClient(convexUrl)
+  const tenantId = session.user.tenantId ?? DEFAULT_TENANT_ID
+
+  let viewerId: string | null = null
+  try {
+    const ensuredUser = await client.mutation(api.users.ensureUser, {
+      tenantId,
+      name: session.user.name ?? session.user.email,
+      email: session.user.email,
+      avatarUrl: session.user.avatarUrl ?? undefined,
+      role: session.user.role.toUpperCase(),
+    })
+    viewerId = ensuredUser?._id ?? null
+  } catch (error) {
+    console.error("Failed to synchronize user with Convex for CSAT CSV", error)
+    return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
+  }
+
+  if (!viewerId) {
+    return NextResponse.json({ error: "Usuário não encontrado no Convex" }, { status: 403 })
+  }
+
+  try {
+    const report = await client.query(api.reports.csatOverview, {
+      tenantId,
+      viewerId: viewerId as unknown as Id<"users">,
+      range,
+    })
+
+    const rows: Array<Array<unknown>> = []
+    rows.push(["Relatório", "CSAT"])
+    rows.push(["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : (range ?? '90d')])
+    rows.push([])
+    rows.push(["Métrica", "Valor"]) // header
+    rows.push(["CSAT médio", report.averageScore ?? "—"])
+    rows.push(["Total de respostas", report.totalSurveys ?? 0])
+    rows.push([])
+    rows.push(["Distribuição", "Total"])
+    for (const entry of report.distribution ?? []) {
+      rows.push([`Nota ${entry.score}`, entry.total])
+    }
+    rows.push([])
+    rows.push(["Recentes", "Nota", "Recebido em"])
+    for (const item of report.recent ?? []) {
+      const date = new Date(item.receivedAt).toISOString()
+      rows.push([`#${item.reference}`, item.score, date])
+    }
+
+    const csv = rowsToCsv(rows)
+    return new NextResponse(csv, {
+      headers: {
+        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Disposition": `attachment; filename="csat-${tenantId}-${report.rangeDays ?? '90'}d.csv"`,
+        "Cache-Control": "no-store",
+      },
+    })
+  } catch (error) {
+    console.error("Failed to generate CSAT CSV", error)
+    return NextResponse.json({ error: "Falha ao gerar CSV de CSAT" }, { status: 500 })
+  }
+}
+
--- a/src/app/api/reports/sla.csv/route.ts
+++ b/src/app/api/reports/sla.csv/route.ts
@ -0,0 +1,101 @@
+import { NextResponse } from "next/server"
+import { ConvexHttpClient } from "convex/browser"
+
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+import { env } from "@/lib/env"
+import { assertAuthenticatedSession } from "@/lib/auth-server"
+import { DEFAULT_TENANT_ID } from "@/lib/constants"
+
+export const runtime = "nodejs"
+
+function csvEscape(value: unknown): string {
+  const s = value == null ? "" : String(value)
+  if (/[",\n]/.test(s)) {
+    return '"' + s.replace(/"/g, '""') + '"'
+  }
+  return s
+}
+
+function rowsToCsv(rows: Array<Array<unknown>>): string {
+  return rows.map((row) => row.map(csvEscape).join(",")).join("\n") + "\n"
+}
+
+export async function GET(request: Request) {
+  const session = await assertAuthenticatedSession()
+  if (!session) {
+    return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+  }
+
+  const convexUrl = env.NEXT_PUBLIC_CONVEX_URL
+  if (!convexUrl) {
+    return NextResponse.json({ error: "Convex não configurado" }, { status: 500 })
+  }
+
+  const { searchParams } = new URL(request.url)
+  const range = searchParams.get("range") ?? undefined
+
+  const client = new ConvexHttpClient(convexUrl)
+  const tenantId = session.user.tenantId ?? DEFAULT_TENANT_ID
+
+  let viewerId: string | null = null
+  try {
+    const ensuredUser = await client.mutation(api.users.ensureUser, {
+      tenantId,
+      name: session.user.name ?? session.user.email,
+      email: session.user.email,
+      avatarUrl: session.user.avatarUrl ?? undefined,
+      role: session.user.role.toUpperCase(),
+    })
+    viewerId = ensuredUser?._id ?? null
+  } catch (error) {
+    console.error("Failed to synchronize user with Convex for SLA CSV", error)
+    return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
+  }
+
+  if (!viewerId) {
+    return NextResponse.json({ error: "Usuário não encontrado no Convex" }, { status: 403 })
+  }
+
+  try {
+    const report = await client.query(api.reports.slaOverview, {
+      tenantId,
+      viewerId: viewerId as unknown as Id<"users">,
+      range,
+    })
+
+    const rows: Array<Array<unknown>> = []
+    rows.push(["Relatório", "SLA e produtividade"])
+    rows.push(["Período", range ?? "—"])
+    rows.push([])
+
+    rows.push(["Métrica", "Valor"]) // header
+    rows.push(["Tickets totais", report.totals.total])
+    rows.push(["Tickets abertos", report.totals.open])
+    rows.push(["Tickets resolvidos", report.totals.resolved])
+    rows.push(["Atrasados (SLA)", report.totals.overdue])
+    rows.push([])
+    rows.push(["Tempo médio de 1ª resposta (min)", report.response.averageFirstResponseMinutes ?? "—"])
+    rows.push(["Respostas registradas", report.response.responsesRegistered ?? 0])
+    rows.push(["Tempo médio de resolução (min)", report.resolution.averageResolutionMinutes ?? "—"])
+    rows.push(["Tickets resolvidos (amostra)", report.resolution.resolvedCount ?? 0])
+    rows.push([])
+    rows.push(["Fila", "Abertos"])
+    for (const q of report.queueBreakdown ?? []) {
+      rows.push([q.name || q.id, q.open])
+    }
+
+    const csv = rowsToCsv(rows)
+    return new NextResponse(csv, {
+      headers: {
+        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Disposition": `attachment; filename="sla-${tenantId}.csv"`,
+        "Cache-Control": "no-store",
+      },
+    })
+  } catch (error) {
+    console.error("Failed to generate SLA CSV", error)
+    return NextResponse.json({ error: "Falha ao gerar CSV de SLA" }, { status: 500 })
+  }
+}
+
--- a/src/app/api/reports/tickets-by-channel.csv/route.ts
+++ b/src/app/api/reports/tickets-by-channel.csv/route.ts
@ -0,0 +1,102 @@
+import { NextResponse } from "next/server"
+import { ConvexHttpClient } from "convex/browser"
+
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+import { env } from "@/lib/env"
+import { assertAuthenticatedSession } from "@/lib/auth-server"
+import { DEFAULT_TENANT_ID } from "@/lib/constants"
+
+export const runtime = "nodejs"
+
+function csvEscape(value: unknown): string {
+  const s = value == null ? "" : String(value)
+  if (/[",\n]/.test(s)) {
+    return '"' + s.replace(/"/g, '""') + '"'
+  }
+  return s
+}
+
+function rowsToCsv(rows: Array<Array<unknown>>): string {
+  return rows.map((row) => row.map(csvEscape).join(",")).join("\n") + "\n"
+}
+
+export async function GET(request: Request) {
+  const session = await assertAuthenticatedSession()
+  if (!session) {
+    return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+  }
+
+  const convexUrl = env.NEXT_PUBLIC_CONVEX_URL
+  if (!convexUrl) {
+    return NextResponse.json({ error: "Convex não configurado" }, { status: 500 })
+  }
+
+  const { searchParams } = new URL(request.url)
+  const range = searchParams.get("range") ?? undefined // "7d" | "30d" | undefined(=90d)
+
+  const client = new ConvexHttpClient(convexUrl)
+  const tenantId = session.user.tenantId ?? DEFAULT_TENANT_ID
+
+  let viewerId: string | null = null
+  try {
+    const ensuredUser = await client.mutation(api.users.ensureUser, {
+      tenantId,
+      name: session.user.name ?? session.user.email,
+      email: session.user.email,
+      avatarUrl: session.user.avatarUrl ?? undefined,
+      role: session.user.role.toUpperCase(),
+    })
+    viewerId = ensuredUser?._id ?? null
+  } catch (error) {
+    console.error("Failed to synchronize user with Convex for channel CSV", error)
+    return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
+  }
+
+  if (!viewerId) {
+    return NextResponse.json({ error: "Usuário não encontrado no Convex" }, { status: 403 })
+  }
+
+  try {
+    const report = await client.query(api.reports.ticketsByChannel, {
+      tenantId,
+      viewerId: viewerId as unknown as Id<"users">,
+      range,
+    })
+
+    const channels = report.channels
+    const CHANNEL_PT: Record<string, string> = {
+      EMAIL: "E-mail",
+      PHONE: "Telefone",
+      CHAT: "Chat",
+      WHATSAPP: "WhatsApp",
+      API: "API",
+      MANUAL: "Manual",
+      WEB: "Portal",
+      PORTAL: "Portal",
+    }
+    const header = ["Data", ...channels.map((ch) => CHANNEL_PT[ch] ?? ch)]
+    const rows: Array<Array<unknown>> = []
+    rows.push(["Relatório", "Tickets por canal"]) 
+    rows.push(["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : (range ?? '90d')])
+    rows.push([])
+    rows.push(header)
+
+    for (const point of report.points) {
+      const values = channels.map((ch) => point.values[ch] ?? 0)
+      rows.push([point.date, ...values])
+    }
+
+    const csv = rowsToCsv(rows)
+    return new NextResponse(csv, {
+      headers: {
+        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Disposition": `attachment; filename="tickets-by-channel-${tenantId}-${range ?? '90d'}.csv"`,
+        "Cache-Control": "no-store",
+      },
+    })
+  } catch (error) {
+    console.error("Failed to generate tickets-by-channel CSV", error)
+    return NextResponse.json({ error: "Falha ao gerar CSV de tickets por canal" }, { status: 500 })
+  }
+}
--- a/src/app/api/tickets/[id]/export/pdf/route.ts
+++ b/src/app/api/tickets/[id]/export/pdf/route.ts
@ -1,5 +1,9 @@
 import { NextResponse } from "next/server"
-import PDFDocument from "pdfkit"
+// Use the standalone build to avoid AFM filesystem lookups
+// and ensure compatibility in serverless/traced environments.
+// eslint-disable-next-line @typescript-eslint/ban-ts-comment
+// @ts-ignore – no ambient types for this path; declared in types/
+import PDFDocument from "pdfkit/js/pdfkit.standalone.js"
 import { format } from "date-fns"
 import { ptBR } from "date-fns/locale"
 import { ConvexHttpClient } from "convex/browser"
@ -7,16 +11,44 @@ import { ConvexHttpClient } from "convex/browser"
 import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
 import { env } from "@/lib/env"
-import { assertStaffSession } from "@/lib/auth-server"
+import { assertAuthenticatedSession } from "@/lib/auth-server"
 import { mapTicketWithDetailsFromServer } from "@/lib/mappers/ticket"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"

+// Force Node.js runtime for pdfkit compatibility
+export const runtime = "nodejs"
+
 const statusLabel: Record<string, string> = {
  PENDING: "Pendente",
  AWAITING_ATTENDANCE: "Aguardando atendimento",
  PAUSED: "Pausado",
  RESOLVED: "Resolvido",
-  CLOSED: "Fechado",
+}
+
+const statusColors: Record<string, string> = {
+  PENDING: "#64748B", // slate-500
+  AWAITING_ATTENDANCE: "#0EA5E9", // sky-500
+  PAUSED: "#F59E0B", // amber-500
+  RESOLVED: "#10B981", // emerald-500
+}
+
+const priorityLabel: Record<string, string> = {
+  LOW: "Baixa",
+  MEDIUM: "Média",
+  HIGH: "Alta",
+  URGENT: "Urgente",
+  CRITICAL: "Crítica",
+}
+
+const channelLabel: Record<string, string> = {
+  EMAIL: "E-mail",
+  PHONE: "Telefone",
+  CHAT: "Chat",
+  PORTAL: "Portal",
+  WEB: "Portal",
+  API: "API",
+  SOCIAL: "Redes sociais",
+  OTHER: "Outro",
 }

 const timelineLabel: Record<string, string> = {
@ -31,6 +63,12 @@ const timelineLabel: Record<string, string> = {
  WORK_STARTED: "Atendimento iniciado",
  WORK_PAUSED: "Atendimento pausado",
  CATEGORY_CHANGED: "Categoria alterada",
+  MANAGER_NOTIFIED: "Gestor notificado",
+  SUBJECT_CHANGED: "Assunto atualizado",
+  SUMMARY_CHANGED: "Resumo atualizado",
+  VISIT_SCHEDULED: "Visita agendada",
+  CSAT_RECEIVED: "CSAT recebido",
+  CSAT_RATED: "CSAT avaliado",
 }

 function formatDateTime(date: Date | null | undefined) {
@ -57,9 +95,104 @@ function decodeHtmlEntities(input: string) {
    .replace(/&nbsp;/g, " ")
 }

+function stringifyPayload(payload: unknown): string | null {
+  if (!payload) return null
+  if (typeof payload === "object") {
+    if (Array.isArray(payload)) {
+      if (payload.length === 0) return null
+    } else if (payload) {
+      if (Object.keys(payload as Record<string, unknown>).length === 0) return null
+    }
+  }
+  if (typeof payload === "string" && payload.trim() === "") return null
+  try {
+    return JSON.stringify(payload, null, 2)
+  } catch {
+    return String(payload)
+  }
+}
+
+function formatDurationMs(ms: number | null | undefined) {
+  if (!ms || ms <= 0) return null
+  const totalSeconds = Math.floor(ms / 1000)
+  const hours = Math.floor(totalSeconds / 3600)
+  const minutes = Math.floor((totalSeconds % 3600) / 60)
+  const seconds = totalSeconds % 60
+  if (hours > 0) return `${hours}h ${String(minutes).padStart(2, "0")}m`
+  if (minutes > 0) return `${minutes}m ${String(seconds).padStart(2, "0")}s`
+  return `${seconds}s`
+}
+
+function buildTimelineMessage(type: string, payload: any): string | null {
+  if (!payload || typeof payload !== "object") payload = {}
+  const to = payload.toLabel ?? payload.to
+  const assignee = payload.assigneeName ?? payload.assigneeId
+  const queue = payload.queueName ?? payload.queueId
+  const requester = payload.requesterName
+  const author = payload.authorName ?? payload.authorId
+  const actor = payload.actorName ?? payload.actorId
+  const attachmentName = payload.attachmentName
+  const subjectTo = payload.to
+  const pauseReason = payload.pauseReasonLabel ?? payload.pauseReason
+  const pauseNote = payload.pauseNote
+  const sessionDuration = formatDurationMs(payload.sessionDurationMs)
+  const categoryName = payload.categoryName
+  const subcategoryName = payload.subcategoryName
+
+  switch (type) {
+    case "STATUS_CHANGED":
+      return to ? `Status alterado para ${to}` : "Status alterado"
+    case "ASSIGNEE_CHANGED":
+      return assignee ? `Responsável alterado para ${assignee}` : "Responsável alterado"
+    case "QUEUE_CHANGED":
+      return queue ? `Fila alterada para ${queue}` : "Fila alterada"
+    case "PRIORITY_CHANGED":
+      return to ? `Prioridade alterada para ${to}` : "Prioridade alterada"
+    case "CREATED":
+      return requester ? `Criado por ${requester}` : "Criado"
+    case "COMMENT_ADDED":
+      return author ? `Comentário adicionado por ${author}` : "Comentário adicionado"
+    case "COMMENT_EDITED": {
+      const who = actor ?? author
+      return who ? `Comentário editado por ${who}` : "Comentário editado"
+    }
+    case "SUBJECT_CHANGED":
+      return subjectTo ? `Assunto alterado para "${subjectTo}"` : "Assunto alterado"
+    case "SUMMARY_CHANGED":
+      return "Resumo atualizado"
+    case "ATTACHMENT_REMOVED":
+      return attachmentName ? `Anexo removido: ${attachmentName}` : "Anexo removido"
+    case "WORK_PAUSED": {
+      const parts: string[] = []
+      if (pauseReason) parts.push(`Motivo: ${pauseReason}`)
+      if (sessionDuration) parts.push(`Tempo registrado: ${sessionDuration}`)
+      if (pauseNote) parts.push(`Observação: ${pauseNote}`)
+      return parts.length > 0 ? parts.join(" • ") : "Atendimento pausado"
+    }
+    case "WORK_STARTED":
+      return "Atendimento iniciado"
+    case "CATEGORY_CHANGED": {
+      if (categoryName || subcategoryName) {
+        return `Categoria alterada para ${categoryName ?? ""}${subcategoryName ? ` • ${subcategoryName}` : ""}`.trim()
+      }
+      return "Categoria removida"
+    }
+    case "MANAGER_NOTIFIED":
+      return "Gestor notificado"
+    case "VISIT_SCHEDULED":
+      return "Visita agendada"
+    case "CSAT_RECEIVED":
+      return "CSAT recebido"
+    case "CSAT_RATED":
+      return "CSAT avaliado"
+    default:
+      return null
+  }
+}
+
 export async function GET(_request: Request, context: { params: Promise<{ id: string }> }) {
  const { id: ticketId } = await context.params
-  const session = await assertStaffSession()
+  const session = await assertAuthenticatedSession()
  if (!session) {
    return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
  }
@ -111,10 +244,10 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
  }

  const ticket = mapTicketWithDetailsFromServer(ticketRaw)
-  const doc = new PDFDocument({ size: "A4", margin: 48 })
+  const doc = new PDFDocument({ size: "A4", margin: 56 })
  const chunks: Buffer[] = []

-  doc.on("data", (chunk) => {
+  doc.on("data", (chunk: any) => {
    chunks.push(typeof chunk === "string" ? Buffer.from(chunk) : chunk)
  })

@ -123,24 +256,58 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
    doc.on("error", reject)
  })

+  // Título
  doc.font("Helvetica-Bold").fontSize(18).text(`Ticket #${ticket.reference} — ${ticket.subject}`)
-  doc.moveDown(0.5)
+  doc.moveDown(0.25)
+  // Linha abaixo do título
  doc
+    .strokeColor("#E2E8F0")
+    .moveTo(doc.page.margins.left, doc.y)
+    .lineTo(doc.page.width - doc.page.margins.right, doc.y)
+    .stroke()
+
+  // Badge de status
+  doc.moveDown(0.5)
+  const statusText = statusLabel[ticket.status] ?? ticket.status
+  const badgeColor = statusColors[ticket.status] ?? "#475569"
+  const badgeFontSize = 10
+  const badgePaddingX = 6
+  const badgePaddingY = 3
+  const badgeX = doc.page.margins.left
+  const badgeY = doc.y
+  doc.save()
+  doc.font("Helvetica-Bold").fontSize(badgeFontSize)
+  const badgeTextWidth = doc.widthOfString(statusText)
+  const badgeHeight = badgeFontSize + badgePaddingY * 2
+  const badgeWidth = badgeTextWidth + badgePaddingX * 2
+  ;(doc as any).roundedRect?.(badgeX, badgeY, badgeWidth, badgeHeight, 4) ?? doc.rect(badgeX, badgeY, badgeWidth, badgeHeight)
+  doc.fill(badgeColor)
+  doc.fillColor("#FFFFFF").text(statusText, badgeX + badgePaddingX, badgeY + badgePaddingY)
+  doc.restore()
+  doc.y = badgeY + badgeHeight + 8
+
+  // Metadados básicos
+  doc
+    .fillColor("#0F172A")
    .font("Helvetica")
    .fontSize(11)
-    .text(`Status: ${statusLabel[ticket.status] ?? ticket.status}`)
+    .text(`Prioridade: ${priorityLabel[ticket.priority] ?? ticket.priority}`, { lineGap: 2 })
    .moveDown(0.15)
-    .text(`Prioridade: ${ticket.priority}`)
+    .text(`Canal: ${channelLabel[ticket.channel] ?? ticket.channel ?? "—"}`, { lineGap: 2 })
    .moveDown(0.15)
-    .text(`Canal: ${ticket.channel}`)
-    .moveDown(0.15)
-    .text(`Fila: ${ticket.queue ?? "—"}`)
+    .text(`Fila: ${ticket.queue ?? "—"}`, { lineGap: 2 })

  doc.moveDown(0.75)
  doc
    .font("Helvetica-Bold")
    .fontSize(12)
    .text("Solicitante")
+  doc
+    .strokeColor("#E2E8F0")
+    .moveTo(doc.page.margins.left, doc.y)
+    .lineTo(doc.page.width - doc.page.margins.right, doc.y)
+    .stroke()
+  doc.moveDown(0.3)
  doc
    .font("Helvetica")
    .fontSize(11)
@ -148,6 +315,12 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st

  doc.moveDown(0.5)
  doc.font("Helvetica-Bold").fontSize(12).text("Responsável")
+  doc
+    .strokeColor("#E2E8F0")
+    .moveTo(doc.page.margins.left, doc.y)
+    .lineTo(doc.page.width - doc.page.margins.right, doc.y)
+    .stroke()
+  doc.moveDown(0.3)
  doc
    .font("Helvetica")
    .fontSize(11)
@ -155,6 +328,12 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st

  doc.moveDown(0.75)
  doc.font("Helvetica-Bold").fontSize(12).text("Datas")
+  doc
+    .strokeColor("#E2E8F0")
+    .moveTo(doc.page.margins.left, doc.y)
+    .lineTo(doc.page.width - doc.page.margins.right, doc.y)
+    .stroke()
+  doc.moveDown(0.3)
  doc
    .font("Helvetica")
    .fontSize(11)
@ -167,25 +346,35 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
  if (ticket.summary) {
    doc.moveDown(0.75)
    doc.font("Helvetica-Bold").fontSize(12).text("Resumo")
+    doc
+      .strokeColor("#E2E8F0")
+      .moveTo(doc.page.margins.left, doc.y)
+      .lineTo(doc.page.width - doc.page.margins.right, doc.y)
+      .stroke()
    doc
      .font("Helvetica")
      .fontSize(11)
-      .text(ticket.summary, { align: "justify" })
+      .text(ticket.summary, { align: "justify", lineGap: 2 })
  }

  if (ticket.description) {
    doc.moveDown(0.75)
    doc.font("Helvetica-Bold").fontSize(12).text("Descrição")
+    doc
+      .strokeColor("#E2E8F0")
+      .moveTo(doc.page.margins.left, doc.y)
+      .lineTo(doc.page.width - doc.page.margins.right, doc.y)
+      .stroke()
    doc
      .font("Helvetica")
      .fontSize(11)
-      .text(htmlToPlainText(ticket.description), { align: "justify" })
+      .text(htmlToPlainText(ticket.description), { align: "justify", lineGap: 2 })
  }

  if (ticket.comments.length > 0) {
    doc.addPage()
    doc.font("Helvetica-Bold").fontSize(14).text("Comentários")
-    doc.moveDown(0.5)
+    doc.moveDown(0.6)
    const commentsSorted = [...ticket.comments].sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
    commentsSorted.forEach((comment, index) => {
      const visibility =
@ -193,15 +382,14 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
      doc
        .font("Helvetica-Bold")
        .fontSize(11)
-        .text(
-          `${comment.author.name} • ${visibility} • ${formatDateTime(comment.createdAt)}`
-        )
+        .text(`${comment.author.name} • ${visibility} • ${formatDateTime(comment.createdAt)}`)
+      doc.moveDown(0.15)
      const body = htmlToPlainText(comment.body)
      if (body) {
        doc
          .font("Helvetica")
          .fontSize(11)
-          .text(body, { align: "justify" })
+          .text(body, { align: "justify", lineGap: 2, indent: 6 })
      }
      if (comment.attachments.length > 0) {
        doc.moveDown(0.25)
@ -210,17 +398,17 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
          doc
            .font("Helvetica")
            .fontSize(10)
-            .text(`• ${attachment.name ?? attachment.id}`, { indent: 12 })
+            .text(`• ${attachment.name ?? attachment.id}`, { indent: 16, lineGap: 1 })
        })
      }
      if (index < commentsSorted.length - 1) {
-        doc.moveDown(0.75)
+        doc.moveDown(1)
        doc
          .strokeColor("#E2E8F0")
          .moveTo(doc.x, doc.y)
          .lineTo(doc.page.width - doc.page.margins.right, doc.y)
          .stroke()
-        doc.moveDown(0.75)
+        doc.moveDown(0.9)
      }
    })
  }
@ -228,7 +416,7 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
  if (ticket.timeline.length > 0) {
    doc.addPage()
    doc.font("Helvetica-Bold").fontSize(14).text("Linha do tempo")
-    doc.moveDown(0.5)
+    doc.moveDown(0.6)
    const timelineSorted = [...ticket.timeline].sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
    timelineSorted.forEach((event) => {
      const label = timelineLabel[event.type] ?? event.type
@ -236,14 +424,24 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
        .font("Helvetica-Bold")
        .fontSize(11)
        .text(`${label} • ${formatDateTime(event.createdAt)}`)
-      if (event.payload) {
-        const payloadText = JSON.stringify(event.payload, null, 2)
+      doc.moveDown(0.15)
+
+      const friendly = buildTimelineMessage(event.type, event.payload)
+      if (friendly) {
        doc
          .font("Helvetica")
          .fontSize(10)
-          .text(payloadText, { indent: 12 })
+          .text(friendly, { indent: 16, lineGap: 1 })
+      } else {
+        const payloadText = stringifyPayload(event.payload)
+        if (payloadText) {
+          doc
+            .font("Helvetica")
+            .fontSize(10)
+            .text(payloadText, { indent: 16, lineGap: 1 })
+        }
      }
-      doc.moveDown(0.5)
+      doc.moveDown(0.7)
    })
  }