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/133523.png
+++ b/133523.png
--- a/PROXIMOS_PASSOS.md
+++ b/PROXIMOS_PASSOS.md
@ -7,8 +7,8 @@ Lista priorizada de evoluções propostas para o Sistema de Chamados. Confira `a
 - [x] Criar perfil **Gestor da Empresa (cliente)** com permissões específicas
  - [x] Ver todos os chamados da sua empresa
  - [x] Acessar relatórios e dashboards resumidos
-  - [ ] Exportar relatórios em PDF ou CSV
- [x] Manter perfis: Administrador, Técnico, Gestor da Empresa, Usuário Final
+  - [x] Exportar relatórios em PDF ou CSV
+- [x] Manter perfis: Administrador, Gestor, Agente e Colaborador

 ---

@ -34,19 +34,19 @@ Lista priorizada de evoluções propostas para o Sistema de Chamados. Confira `a
 - [ ] Criar **relatório de horas por cliente (CSV/Dashboard)**
  - [ ] Separar por atendimento interno e externo
  - [ ] Filtrar por período (dia, semana, mês)
- [ ] Permitir exportar relatórios completos (CSV ou PDF)
+- [x] Permitir exportar relatórios completos (CSV ou PDF)

 ---

 # ⏱️ Controle de tempo e contratos

- [ ] Adicionar botão **Play interno** (atendimento remoto)
- [ ] Adicionar botão **Play externo** (atendimento presencial)
- [ ] Separar contagem de horas por tipo (interno/externo)
+- [x] Adicionar botão **Play interno** (atendimento remoto)
+- [x] Adicionar botão **Play externo** (atendimento presencial)
+- [x] Separar contagem de horas por tipo (interno/externo)
 - [ ] Exibir e somar **horas gastas por cliente** (com base no tipo)
 - [ ] Incluir no cadastro:
  - [ ] Horas contratadas por mês
-  - [ ] Tipo de cliente: mensalista ou avulso
+  - [x] Tipo de cliente: mensalista ou avulso
 - [ ] Enviar alerta automático por e-mail quando atingir limite de horas

 ---
--- a/convex/migrations.ts
+++ b/convex/migrations.ts
@ -6,7 +6,7 @@ import type { MutationCtx, QueryCtx } from "./_generated/server"

 const SECRET = process.env.CONVEX_SYNC_SECRET ?? "dev-sync-secret"

-const VALID_ROLES = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR", "CUSTOMER"])
+const VALID_ROLES = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR"])
 const INTERNAL_STAFF_ROLES = new Set(["ADMIN", "AGENT", "COLLABORATOR"])

 function normalizeEmail(value: string) {
@ -30,6 +30,7 @@ type ImportedQueue = {
 type ImportedCompany = {
  slug: string
  name: string
+  isAvulso?: boolean | null
  cnpj?: string | null
  domain?: string | null
  phone?: string | null
@ -43,6 +44,8 @@ function normalizeRole(role: string | null | undefined) {
  if (!role) return "AGENT"
  const normalized = role.toUpperCase()
  if (VALID_ROLES.has(normalized)) return normalized
+  // map legacy CUSTOMER to MANAGER
+  if (normalized === "CUSTOMER") return "MANAGER"
  return "AGENT"
 }

@ -182,6 +185,7 @@ async function ensureCompany(
    tenantId,
    name: data.name,
    slug,
+    isAvulso: data.isAvulso ?? undefined,
    cnpj: data.cnpj ?? undefined,
    domain: data.domain ?? undefined,
    phone: data.phone ?? undefined,
@ -195,6 +199,7 @@ async function ensureCompany(
  if (existing) {
    const needsPatch =
      existing.name !== payload.name ||
+      (existing as any).isAvulso !== (payload.isAvulso ?? (existing as any).isAvulso) ||
      existing.cnpj !== (payload.cnpj ?? undefined) ||
      existing.domain !== (payload.domain ?? undefined) ||
      existing.phone !== (payload.phone ?? undefined) ||
@ -203,6 +208,7 @@ async function ensureCompany(
    if (needsPatch) {
      await ctx.db.patch(existing._id, {
        name: payload.name,
+        isAvulso: payload.isAvulso,
        cnpj: payload.cnpj,
        domain: payload.domain,
        phone: payload.phone,
@ -344,6 +350,7 @@ export const exportTenantSnapshot = query({
      companies: companies.map((company) => ({
        slug: company.slug,
        name: company.name,
+        isAvulso: (company as any).isAvulso ?? false,
        cnpj: company.cnpj ?? null,
        domain: company.domain ?? null,
        phone: company.phone ?? null,
--- a/convex/queues.ts
+++ b/convex/queues.ts
@ -5,7 +5,7 @@ import type { Id } from "./_generated/dataModel";

 import { requireAdmin, requireStaff } from "./rbac";

-type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED" | "CLOSED";
+type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED";

 const STATUS_NORMALIZE_MAP: Record<string, TicketStatusNormalized> = {
  NEW: "PENDING",
@ -15,7 +15,7 @@ const STATUS_NORMALIZE_MAP: Record<string, TicketStatusNormalized> = {
  ON_HOLD: "PAUSED",
  PAUSED: "PAUSED",
  RESOLVED: "RESOLVED",
-  CLOSED: "CLOSED",
+  CLOSED: "RESOLVED",
 };

 function normalizeStatus(status: string | null | undefined): TicketStatusNormalized {
@ -123,7 +123,7 @@ export const summary = query({
        }).length;
        const open = pending.filter((t) => {
          const status = normalizeStatus(t.status);
-          return status !== "RESOLVED" && status !== "CLOSED";
+          return status !== "RESOLVED";
        }).length;
        const breached = 0;
        return { id: qItem._id, name: renameQueueString(qItem.name), pending: open, waiting, breached };
--- a/convex/rbac.ts
+++ b/convex/rbac.ts
@ -4,7 +4,6 @@ import type { Id } from "./_generated/dataModel"
 import type { MutationCtx, QueryCtx } from "./_generated/server"

 const STAFF_ROLES = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR"])
-const CUSTOMER_ROLE = "CUSTOMER"
 const MANAGER_ROLE = "MANAGER"

 type Ctx = QueryCtx | MutationCtx
@ -45,13 +44,7 @@ export async function requireAdmin(ctx: Ctx, userId: Id<"users">, tenantId?: str
  return result
 }

-export async function requireCustomer(ctx: Ctx, userId: Id<"users">, tenantId?: string) {
-  const result = await requireUser(ctx, userId, tenantId)
-  if (result.role !== CUSTOMER_ROLE) {
-    throw new ConvexError("Acesso restrito ao portal do cliente")
-  }
-  return result
-}
+// removed customer role; use requireCompanyManager or requireStaff as appropriate

 export async function requireCompanyManager(ctx: Ctx, userId: Id<"users">, tenantId?: string) {
  const result = await requireUser(ctx, userId, tenantId)
--- a/convex/reports.ts
+++ b/convex/reports.ts
@ -5,7 +5,7 @@ import type { Doc, Id } from "./_generated/dataModel";

 import { requireStaff } from "./rbac";

-type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED" | "CLOSED";
+type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED";

 const STATUS_NORMALIZE_MAP: Record<string, TicketStatusNormalized> = {
  NEW: "PENDING",
@ -15,7 +15,7 @@ const STATUS_NORMALIZE_MAP: Record<string, TicketStatusNormalized> = {
  ON_HOLD: "PAUSED",
  PAUSED: "PAUSED",
  RESOLVED: "RESOLVED",
-  CLOSED: "CLOSED",
+  CLOSED: "RESOLVED",
 };

 function normalizeStatus(status: string | null | undefined): TicketStatusNormalized {
@ -128,7 +128,7 @@ function formatDateKey(timestamp: number) {
 }

 export const slaOverview = query({
-  args: { tenantId: v.string(), viewerId: v.id("users") },
+  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()) },
  handler: async (ctx, { tenantId, viewerId }) => {
    const viewer = await requireStaff(ctx, viewerId, tenantId);
    const tickets = await fetchScopedTickets(ctx, tenantId, viewer);
@ -138,7 +138,7 @@ export const slaOverview = query({
    const openTickets = tickets.filter((ticket) => OPEN_STATUSES.has(normalizeStatus(ticket.status)));
    const resolvedTickets = tickets.filter((ticket) => {
      const status = normalizeStatus(ticket.status);
-      return status === "RESOLVED" || status === "CLOSED";
+      return status === "RESOLVED";
    });
    const overdueTickets = openTickets.filter((ticket) => ticket.dueAt && ticket.dueAt < now);

@ -179,11 +179,17 @@ export const slaOverview = query({
 });

 export const csatOverview = query({
-  args: { tenantId: v.string(), viewerId: v.id("users") },
-  handler: async (ctx, { tenantId, viewerId }) => {
+  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()) },
+  handler: async (ctx, { tenantId, viewerId, range }) => {
    const viewer = await requireStaff(ctx, viewerId, tenantId);
    const tickets = await fetchScopedTickets(ctx, tenantId, viewer);
-    const surveys = await collectCsatSurveys(ctx, tickets);
+    const surveysAll = await collectCsatSurveys(ctx, tickets);
+    const days = range === "7d" ? 7 : range === "30d" ? 30 : 90;
+    const end = new Date();
+    end.setUTCHours(0, 0, 0, 0);
+    const endMs = end.getTime() + ONE_DAY_MS;
+    const startMs = endMs - days * ONE_DAY_MS;
+    const surveys = surveysAll.filter((s) => s.receivedAt >= startMs && s.receivedAt < endMs);

    const averageScore = average(surveys.map((item) => item.score));
    const distribution = [1, 2, 3, 4, 5].map((score) => ({
@ -205,28 +211,37 @@ export const csatOverview = query({
          score: item.score,
          receivedAt: item.receivedAt,
        })),
+      rangeDays: days,
    };
  },
 });

 export const backlogOverview = query({
-  args: { tenantId: v.string(), viewerId: v.id("users") },
-  handler: async (ctx, { tenantId, viewerId }) => {
+  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()) },
+  handler: async (ctx, { tenantId, viewerId, range }) => {
    const viewer = await requireStaff(ctx, viewerId, tenantId);
    const tickets = await fetchScopedTickets(ctx, tenantId, viewer);

-    const statusCounts = tickets.reduce<Record<TicketStatusNormalized, number>>((acc, ticket) => {
+    // Optional range filter (createdAt) for reporting purposes
+    const days = range === "7d" ? 7 : range === "30d" ? 30 : 90;
+    const end = new Date();
+    end.setUTCHours(0, 0, 0, 0);
+    const endMs = end.getTime() + ONE_DAY_MS;
+    const startMs = endMs - days * ONE_DAY_MS;
+    const inRange = tickets.filter((t) => t.createdAt >= startMs && t.createdAt < endMs);
+
+    const statusCounts = inRange.reduce<Record<TicketStatusNormalized, number>>((acc, ticket) => {
      const status = normalizeStatus(ticket.status);
      acc[status] = (acc[status] ?? 0) + 1;
      return acc;
    }, {} as Record<TicketStatusNormalized, number>);

-    const priorityCounts = tickets.reduce<Record<string, number>>((acc, ticket) => {
+    const priorityCounts = inRange.reduce<Record<string, number>>((acc, ticket) => {
      acc[ticket.priority] = (acc[ticket.priority] ?? 0) + 1;
      return acc;
    }, {});

-    const openTickets = tickets.filter((ticket) => OPEN_STATUSES.has(normalizeStatus(ticket.status)));
+    const openTickets = inRange.filter((ticket) => OPEN_STATUSES.has(normalizeStatus(ticket.status)));

    const queueMap = new Map<string, { name: string; count: number }>();
    for (const ticket of openTickets) {
@ -245,6 +260,7 @@ export const backlogOverview = query({
    }

    return {
+      rangeDays: days,
      statusCounts,
      priorityCounts,
      queueCounts: Array.from(queueMap.entries()).map(([id, data]) => ({
--- a/convex/schema.ts
+++ b/convex/schema.ts
@ -20,6 +20,7 @@ export default defineSchema({
    tenantId: v.string(),
    name: v.string(),
    slug: v.string(),
+    isAvulso: v.optional(v.boolean()),
    cnpj: v.optional(v.string()),
    domain: v.optional(v.string()),
    phone: v.optional(v.string()),
@ -91,6 +92,8 @@ export default defineSchema({
      )
    ),
    totalWorkedMs: v.optional(v.number()),
+    internalWorkedMs: v.optional(v.number()),
+    externalWorkedMs: v.optional(v.number()),
    activeSessionId: v.optional(v.id("ticketWorkSessions")),
  })
    .index("by_tenant_status", ["tenantId", "status"]) 
@ -141,6 +144,7 @@ export default defineSchema({
  ticketWorkSessions: defineTable({
    ticketId: v.id("tickets"),
    agentId: v.id("users"),
+    workType: v.optional(v.string()), // INTERNAL | EXTERNAL
    startedAt: v.number(),
    stoppedAt: v.optional(v.number()),
    durationMs: v.optional(v.number()),
--- a/convex/seed.ts
+++ b/convex/seed.ts
@ -71,7 +71,7 @@ export const seedDemo = mutation({

    function defaultAvatar(name: string, email: string, role: string) {
      const normalizedRole = role.toUpperCase();
-      if (normalizedRole === "CUSTOMER" || normalizedRole === "MANAGER") {
+      if (normalizedRole === "MANAGER") {
        return `https://i.pravatar.cc/150?u=${encodeURIComponent(email)}`;
      }
      const first = name.split(" ")[0] ?? email;
@ -130,7 +130,7 @@ export const seedDemo = mutation({
      avatarUrl?: string;
    }): Promise<Id<"users">> {
      const normalizedEmail = params.email.trim().toLowerCase();
-      const normalizedRole = (params.role ?? "CUSTOMER").toUpperCase();
+      const normalizedRole = (params.role ?? "MANAGER").toUpperCase();
      const desiredAvatar = params.avatarUrl ?? defaultAvatar(params.name, normalizedEmail, normalizedRole);
      const existing = await ctx.db
        .query("users")
@ -139,7 +139,7 @@ export const seedDemo = mutation({
      if (existing) {
        const updates: Record<string, unknown> = {};
        if (existing.name !== params.name) updates.name = params.name;
-        if ((existing.role ?? "CUSTOMER") !== normalizedRole) updates.role = normalizedRole;
+        if ((existing.role ?? "MANAGER") !== normalizedRole) updates.role = normalizedRole;
        if ((existing.avatarUrl ?? undefined) !== desiredAvatar) updates.avatarUrl = desiredAvatar;
        if ((existing.companyId ?? undefined) !== (params.companyId ?? undefined)) updates.companyId = params.companyId ?? undefined;
        if (Object.keys(updates).length > 0) {
@ -217,13 +217,13 @@ export const seedDemo = mutation({
    const joaoAtlasId = await ensureUser({
      name: "João Pedro Ramos",
      email: "joao.ramos@atlasengenharia.com.br",
-      role: "CUSTOMER",
+      role: "MANAGER",
      companyId: atlasCompanyId,
    });
    await ensureUser({
      name: "Aline Rezende",
      email: "aline.rezende@atlasengenharia.com.br",
-      role: "CUSTOMER",
+      role: "MANAGER",
      companyId: atlasCompanyId,
    });

@ -237,19 +237,19 @@ export const seedDemo = mutation({
    const ricardoOmniId = await ensureUser({
      name: "Ricardo Matos",
      email: "ricardo.matos@omnisaude.com.br",
-      role: "CUSTOMER",
+      role: "MANAGER",
      companyId: omniCompanyId,
    });
    await ensureUser({
      name: "Luciana Prado",
      email: "luciana.prado@omnisaude.com.br",
-      role: "CUSTOMER",
+      role: "MANAGER",
      companyId: omniCompanyId,
    });
    const clienteDemoId = await ensureUser({
      name: "Cliente Demo",
      email: "cliente.demo@sistema.dev",
-      role: "CUSTOMER",
+      role: "MANAGER",
      companyId: omniCompanyId,
    });

--- a/convex/tickets.ts
+++ b/convex/tickets.ts
@ -3,7 +3,7 @@ import type { MutationCtx, QueryCtx } from "./_generated/server";
 import { ConvexError, v } from "convex/values";
 import { Id, type Doc } from "./_generated/dataModel";

-import { requireCustomer, requireStaff, requireUser } from "./rbac";
+import { requireStaff, requireUser } from "./rbac";

 const STAFF_ROLES = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR"]);
 const INTERNAL_STAFF_ROLES = new Set(["ADMIN", "AGENT", "COLLABORATOR"]);
@ -13,14 +13,13 @@ const PAUSE_REASON_LABELS: Record<string, string> = {
  IN_PROCEDURE: "Em procedimento",
 };

-type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED" | "CLOSED";
+type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED";

 const STATUS_LABELS: Record<TicketStatusNormalized, string> = {
  PENDING: "Pendente",
  AWAITING_ATTENDANCE: "Aguardando atendimento",
  PAUSED: "Pausado",
  RESOLVED: "Resolvido",
-  CLOSED: "Fechado",
 };

 const LEGACY_STATUS_MAP: Record<string, TicketStatusNormalized> = {
@ -31,7 +30,7 @@ const LEGACY_STATUS_MAP: Record<string, TicketStatusNormalized> = {
  ON_HOLD: "PAUSED",
  PAUSED: "PAUSED",
  RESOLVED: "RESOLVED",
-  CLOSED: "CLOSED",
+  CLOSED: "RESOLVED",
 };

 function normalizeStatus(status: string | null | undefined): TicketStatusNormalized {
@ -277,9 +276,7 @@ export const list = query({
    }
    let filtered = base;

-    if (role === "CUSTOMER") {
-      filtered = filtered.filter((t) => t.requesterId === args.viewerId);
-    } else if (role === "MANAGER") {
+    if (role === "MANAGER") {
      if (!user.companyId) {
        throw new ConvexError("Gestor não possui empresa vinculada")
      }
@ -310,6 +307,7 @@ export const list = query({
        const requester = (await ctx.db.get(t.requesterId)) as Doc<"users"> | null;
        const assignee = t.assigneeId ? ((await ctx.db.get(t.assigneeId)) as Doc<"users"> | null) : null;
        const queue = t.queueId ? ((await ctx.db.get(t.queueId)) as Doc<"queues"> | null) : null;
+        const company = t.companyId ? ((await ctx.db.get(t.companyId)) as Doc<"companies"> | null) : null;
        const queueName = normalizeQueueName(queue);
        const activeSession = t.activeSessionId ? await ctx.db.get(t.activeSessionId) : null;
        let categorySummary: { id: Id<"ticketCategories">; name: string } | null = null;
@ -342,6 +340,7 @@ export const list = query({
          priority: t.priority,
          channel: t.channel,
          queue: queueName,
+          company: company ? { id: company._id, name: company.name, isAvulso: (company as any).isAvulso ?? false } : null,
          requester: requester && {
            id: requester._id,
            name: requester.name,
@ -371,11 +370,14 @@ export const list = query({
          subcategory: subcategorySummary,
          workSummary: {
            totalWorkedMs: t.totalWorkedMs ?? 0,
+            internalWorkedMs: (t as any).internalWorkedMs ?? 0,
+            externalWorkedMs: (t as any).externalWorkedMs ?? 0,
            activeSession: activeSession
              ? {
                  id: activeSession._id,
                  agentId: activeSession.agentId,
                  startedAt: activeSession.startedAt,
+                  workType: (activeSession as any).workType ?? "INTERNAL",
                }
              : null,
          },
@ -393,9 +395,7 @@ export const getById = query({
    const { user, role } = await requireUser(ctx, viewerId, tenantId)
    const t = await ctx.db.get(id);
    if (!t || t.tenantId !== tenantId) return null;
-    if (role === "CUSTOMER" && t.requesterId !== viewerId) {
-      throw new ConvexError("Acesso restrito ao solicitante")
-    }
+    // no customer role; managers are constrained to company via ensureManagerTicketAccess
    let requester: Doc<"users"> | null = null
    if (role === "MANAGER") {
      requester = (await ensureManagerTicketAccess(ctx, user, t)) ?? null
@ -405,6 +405,7 @@ export const getById = query({
    }
    const assignee = t.assigneeId ? ((await ctx.db.get(t.assigneeId)) as Doc<"users"> | null) : null;
    const queue = t.queueId ? ((await ctx.db.get(t.queueId)) as Doc<"queues"> | null) : null;
+    const company = t.companyId ? ((await ctx.db.get(t.companyId)) as Doc<"companies"> | null) : null;
    const queueName = normalizeQueueName(queue);
    const category = t.categoryId ? await ctx.db.get(t.categoryId) : null;
    const subcategory = t.subcategoryId ? await ctx.db.get(t.subcategoryId) : null;
@ -463,6 +464,7 @@ export const getById = query({
      priority: t.priority,
      channel: t.channel,
      queue: queueName,
+      company: company ? { id: company._id, name: company.name, isAvulso: (company as any).isAvulso ?? false } : null,
      requester: requester && {
        id: requester._id,
        name: requester.name,
@ -503,11 +505,14 @@ export const getById = query({
        : null,
      workSummary: {
        totalWorkedMs: t.totalWorkedMs ?? 0,
+        internalWorkedMs: (t as any).internalWorkedMs ?? 0,
+        externalWorkedMs: (t as any).externalWorkedMs ?? 0,
        activeSession: activeSession
          ? {
              id: activeSession._id,
              agentId: activeSession.agentId,
              startedAt: activeSession.startedAt,
+              workType: (activeSession as any).workType ?? "INTERNAL",
            }
          : null,
      },
@ -557,9 +562,7 @@ export const create = mutation({
  },
  handler: async (ctx, args) => {
    const { user: actorUser, role } = await requireUser(ctx, args.actorId, args.tenantId)
-    if (role === "CUSTOMER" && args.requesterId !== args.actorId) {
-      throw new ConvexError("Clientes só podem abrir chamados para si mesmos")
-    }
+    // no customer role; managers validated below

    if (args.assigneeId && (!role || !INTERNAL_STAFF_ROLES.has(role))) {
      throw new ConvexError("Somente a equipe interna pode definir o responsável")
@ -706,12 +709,9 @@ export const addComment = mutation({
    }

    if (ticketDoc.requesterId === args.authorId) {
-      if (normalizedRole === "CUSTOMER") {
-        await requireCustomer(ctx, args.authorId, ticketDoc.tenantId)
-        if (args.visibility !== "PUBLIC") {
-          throw new ConvexError("Clientes só podem registrar comentários públicos")
-        }
-      } else if (STAFF_ROLES.has(normalizedRole)) {
+      // requester commenting: managers restricted to PUBLIC (handled above);
+      // internal staff require staff permission
+      if (STAFF_ROLES.has(normalizedRole)) {
        await requireTicketStaff(ctx, args.authorId, ticketDoc)
      } else {
        throw new ConvexError("Autor não possui permissão para comentar")
@ -768,9 +768,7 @@ export const updateComment = mutation({
    }
    const normalizedRole = (actor.role ?? "AGENT").toUpperCase()
    if (ticketDoc.requesterId === actorId) {
-      if (normalizedRole === "CUSTOMER") {
-        await requireCustomer(ctx, actorId, ticketDoc.tenantId)
-      } else if (STAFF_ROLES.has(normalizedRole)) {
+      if (STAFF_ROLES.has(normalizedRole)) {
        await requireTicketStaff(ctx, actorId, ticketDoc)
      } else {
        throw new ConvexError("Autor não possui permissão para editar")
@ -828,9 +826,7 @@ export const removeCommentAttachment = mutation({

    const normalizedRole = (actor.role ?? "AGENT").toUpperCase()
    if (ticketDoc.requesterId === actorId) {
-      if (normalizedRole === "CUSTOMER") {
-        await requireCustomer(ctx, actorId, ticketDoc.tenantId)
-      } else if (STAFF_ROLES.has(normalizedRole)) {
+      if (STAFF_ROLES.has(normalizedRole)) {
        await requireTicketStaff(ctx, actorId, ticketDoc)
      } else {
        throw new ConvexError("Autor não possui permissão para alterar anexos")
@ -1051,11 +1047,14 @@ export const workSummary = query({
    return {
      ticketId,
      totalWorkedMs: ticket.totalWorkedMs ?? 0,
+      internalWorkedMs: (ticket as any).internalWorkedMs ?? 0,
+      externalWorkedMs: (ticket as any).externalWorkedMs ?? 0,
      activeSession: activeSession
        ? {
            id: activeSession._id,
            agentId: activeSession.agentId,
            startedAt: activeSession.startedAt,
+            workType: (activeSession as any).workType ?? "INTERNAL",
          }
        : null,
    }
@ -1083,8 +1082,8 @@ export const updatePriority = mutation({
 });

 export const startWork = mutation({
-  args: { ticketId: v.id("tickets"), actorId: v.id("users") },
-  handler: async (ctx, { ticketId, actorId }) => {
+  args: { ticketId: v.id("tickets"), actorId: v.id("users"), workType: v.optional(v.string()) },
+  handler: async (ctx, { ticketId, actorId, workType }) => {
    const ticket = await ctx.db.get(ticketId)
    if (!ticket) {
      throw new ConvexError("Ticket não encontrado")
@ -1098,6 +1097,7 @@ export const startWork = mutation({
    const sessionId = await ctx.db.insert("ticketWorkSessions", {
      ticketId,
      agentId: actorId,
+      workType: (workType ?? "INTERNAL").toUpperCase(),
      startedAt: now,
    })

@ -1111,7 +1111,7 @@ export const startWork = mutation({
    await ctx.db.insert("ticketEvents", {
      ticketId,
      type: "WORK_STARTED",
-      payload: { actorId, actorName: actor?.name, actorAvatar: actor?.avatarUrl, sessionId },
+      payload: { actorId, actorName: actor?.name, actorAvatar: actor?.avatarUrl, sessionId, workType: (workType ?? "INTERNAL").toUpperCase() },
      createdAt: now,
    })

@ -1156,10 +1156,16 @@ export const pauseWork = mutation({
      pauseNote: note ?? "",
    })

+    const sessionType = ((session as any).workType ?? "INTERNAL").toUpperCase()
+    const deltaInternal = sessionType === "INTERNAL" ? durationMs : 0
+    const deltaExternal = sessionType === "EXTERNAL" ? durationMs : 0
+
    await ctx.db.patch(ticketId, {
      working: false,
      activeSessionId: undefined,
      totalWorkedMs: (ticket.totalWorkedMs ?? 0) + durationMs,
+      internalWorkedMs: ((ticket as any).internalWorkedMs ?? 0) + deltaInternal,
+      externalWorkedMs: ((ticket as any).externalWorkedMs ?? 0) + deltaExternal,
      updatedAt: now,
    })

@ -1173,6 +1179,7 @@ export const pauseWork = mutation({
        actorAvatar: actor?.avatarUrl,
        sessionId: session._id,
        sessionDurationMs: durationMs,
+        workType: sessionType,
        pauseReason: reason,
        pauseReasonLabel: PAUSE_REASON_LABELS[reason],
        pauseNote: note ?? "",
@ -1256,7 +1263,7 @@ export const playNext = mutation({
    }

    candidates = candidates.filter(
-      (t) => t.status !== "RESOLVED" && t.status !== "CLOSED" && !t.assigneeId
+      (t) => t.status !== "RESOLVED" && !t.assigneeId
    );

    if (candidates.length === 0) return null;
--- a/convex/users.ts
+++ b/convex/users.ts
@ -110,3 +110,17 @@ export const deleteUser = mutation({
  },
 });

+export const assignCompany = mutation({
+  args: { tenantId: v.string(), email: v.string(), companyId: v.id("companies"), actorId: v.id("users") },
+  handler: async (ctx, { tenantId, email, companyId, actorId }) => {
+    await requireAdmin(ctx, actorId, tenantId)
+    const user = await ctx.db
+      .query("users")
+      .withIndex("by_tenant_email", (q) => q.eq("tenantId", tenantId).eq("email", email))
+      .first()
+    if (!user) throw new ConvexError("Usuário não encontrado no Convex")
+    await ctx.db.patch(user._id, { companyId })
+    const updated = await ctx.db.get(user._id)
+    return updated
+  },
+})
--- a/middleware.ts
+++ b/middleware.ts
@ -2,7 +2,6 @@ import { NextRequest, NextResponse } from "next/server"
 import { getCookieCache } from "better-auth/cookies"

 const PUBLIC_PATHS = [/^\/login$/, /^\/api\/auth/, /^\/_next\//, /^\/favicon/]
-const CUSTOMER_ALLOWED_PATHS = [/^\/portal(?:$|\/)/, /^\/api\/auth/, /^\/_next\//, /^\/favicon/]
 const ADMIN_ONLY_PATHS = [/^\/admin(?:$|\/)/]
 const PORTAL_HOME = "/portal"
 const APP_HOME = "/dashboard"
@ -24,22 +23,10 @@ export async function middleware(request: NextRequest) {

  const role = (session.user as { role?: string })?.role?.toLowerCase() ?? "agent"

-  if (role === "customer") {
-    const canAccess = CUSTOMER_ALLOWED_PATHS.some((pattern) => pattern.test(pathname))
-    if (!canAccess) {
-      const redirectUrl = new URL(PORTAL_HOME, request.url)
-      redirectUrl.searchParams.set("callbackUrl", pathname + search)
-      return NextResponse.redirect(redirectUrl)
-    }
-  } else {
-    if (pathname.startsWith(PORTAL_HOME)) {
-      return NextResponse.redirect(new URL(APP_HOME, request.url))
-    }
  const isAdmin = role === "admin"
  if (!isAdmin && ADMIN_ONLY_PATHS.some((pattern) => pattern.test(pathname))) {
    return NextResponse.redirect(new URL(APP_HOME, request.url))
  }
-  }

  return NextResponse.next()
 }
@ -48,4 +35,3 @@ export const config = {
  runtime: "nodejs",
  matcher: ["/(.*)"],
 }
-
--- a/prisma/schema.prisma
+++ b/prisma/schema.prisma
@ -12,7 +12,6 @@ enum UserRole {
  MANAGER
  AGENT
  COLLABORATOR
-  CUSTOMER
 }

 enum TicketStatus {
@ -20,7 +19,6 @@ enum TicketStatus {
  AWAITING_ATTENDANCE
  PAUSED
  RESOLVED
-  CLOSED
 }

 enum TicketPriority {
@ -74,6 +72,7 @@ model Company {
  tenantId    String
  name        String
  slug        String
+  isAvulso    Boolean  @default(false)
  cnpj        String?
  domain      String?
  phone       String?
--- a/scripts/import-convex-to-prisma.mjs
+++ b/scripts/import-convex-to-prisma.mjs
@ -26,7 +26,7 @@ if (!secret) {
  process.exit(1)
 }

-const allowedRoles = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR", "CUSTOMER"])
+const allowedRoles = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR"]) 

 const client = new ConvexHttpClient(convexUrl)

@ -61,7 +61,7 @@ const STATUS_MAP = {
  ON_HOLD: "PAUSED",
  PAUSED: "PAUSED",
  RESOLVED: "RESOLVED",
-  CLOSED: "CLOSED",
+  CLOSED: "RESOLVED",
 }

 function normalizeStatus(status) {
@ -84,6 +84,7 @@ async function upsertCompanies(snapshotCompanies) {
      },
      update: {
        name: company.name,
+        isAvulso: Boolean(company.isAvulso ?? false),
        cnpj: company.cnpj ?? null,
        domain: company.domain ?? null,
        phone: company.phone ?? null,
@ -94,6 +95,7 @@ async function upsertCompanies(snapshotCompanies) {
        tenantId,
        name: company.name,
        slug,
+        isAvulso: Boolean(company.isAvulso ?? false),
        cnpj: company.cnpj ?? null,
        domain: company.domain ?? null,
        phone: company.phone ?? null,
@ -117,8 +119,8 @@ async function upsertUsers(snapshotUsers, companyMap) {
    const normalizedEmail = normalizeEmail(user.email)
    if (!normalizedEmail) continue

-    const normalizedRole = (user.role ?? "CUSTOMER").toUpperCase()
-    const role = allowedRoles.has(normalizedRole) ? normalizedRole : "CUSTOMER"
+    const normalizedRole = (user.role ?? "MANAGER").toUpperCase()
+    const role = allowedRoles.has(normalizedRole) ? normalizedRole : "MANAGER"
    const companyId = user.companySlug ? companyMap.get(user.companySlug) ?? null : null

    const record = await prisma.user.upsert({
@ -195,7 +197,7 @@ async function upsertUsers(snapshotUsers, companyMap) {
    await prisma.user.update({
      where: { id: staff.id },
      data: {
-        role: "CUSTOMER",
+      role: "MANAGER",
      },
    })
  }
--- a/scripts/seed-auth.mjs
+++ b/scripts/seed-auth.mjs
@ -29,7 +29,7 @@ const defaultUsers = singleUserFromEnv ?? [
    email: "cliente.demo@sistema.dev",
    password: "cliente123",
    name: "Cliente Demo",
-    role: "customer",
+    role: "manager",
    tenantId,
  },
  {
@ -50,28 +50,28 @@ const defaultUsers = singleUserFromEnv ?? [
    email: "joao.ramos@atlasengenharia.com.br",
    password: "cliente123",
    name: "João Pedro Ramos",
-    role: "customer",
+    role: "manager",
    tenantId,
  },
  {
    email: "aline.rezende@atlasengenharia.com.br",
    password: "cliente123",
    name: "Aline Rezende",
-    role: "customer",
+    role: "manager",
    tenantId,
  },
  {
    email: "ricardo.matos@omnisaude.com.br",
    password: "cliente123",
    name: "Ricardo Matos",
-    role: "customer",
+    role: "manager",
    tenantId,
  },
  {
    email: "luciana.prado@omnisaude.com.br",
    password: "cliente123",
    name: "Luciana Prado",
-    role: "customer",
+    role: "manager",
    tenantId,
  },
  {
--- a/src/app/admin/companies/page.tsx
+++ b/src/app/admin/companies/page.tsx
@ -0,0 +1,26 @@
+import { AppShell } from "@/components/app-shell"
+import { SiteHeader } from "@/components/site-header"
+import { prisma } from "@/lib/prisma"
+import { AdminCompaniesManager } from "@/components/admin/companies/admin-companies-manager"
+
+export const runtime = "nodejs"
+export const dynamic = "force-dynamic"
+
+export default async function AdminCompaniesPage() {
+  const companiesRaw = await prisma.company.findMany({ orderBy: { name: "asc" } })
+  const companies = companiesRaw.map((c: any) => ({ ...c, isAvulso: Boolean(c.isAvulso ?? false) }))
+  return (
+    <AppShell
+      header={
+        <SiteHeader
+          title="Empresas & Clientes"
+          lead="Gerencie os dados das empresas e controle o faturamento de clientes avulsos."
+        />
+      }
+    >
+      <div className="mx-auto w-full max-w-6xl px-6 lg:px-8">
+        <AdminCompaniesManager initialCompanies={companies} />
+      </div>
+    </AppShell>
+  )
+}
--- 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)
    })
  }

--- a/src/app/reports/csat/page.tsx
+++ b/src/app/reports/csat/page.tsx
@ -11,6 +11,13 @@ export default function ReportsCsatPage() {
        <SiteHeader
          title="Relatório de CSAT"
          lead="Visualize a satisfação dos clientes e identifique pontos de melhoria na entrega."
+          secondaryAction={
+            <SiteHeader.SecondaryButton asChild>
+              <a href="/api/reports/csat.csv" download>
+                Exportar CSV
+              </a>
+            </SiteHeader.SecondaryButton>
+          }
        />
      }
    >
--- a/src/app/reports/sla/page.tsx
+++ b/src/app/reports/sla/page.tsx
@ -11,6 +11,13 @@ export default function ReportsSlaPage() {
        <SiteHeader
          title="Relatório de SLA"
          lead="Acompanhe tempos de resposta, resolução e balanço de filas em tempo real."
+          secondaryAction={
+            <SiteHeader.SecondaryButton asChild>
+              <a href="/api/reports/sla.csv" download>
+                Exportar CSV
+              </a>
+            </SiteHeader.SecondaryButton>
+          }
        />
      }
    >
--- a/src/components/admin/admin-users-manager.tsx
+++ b/src/components/admin/admin-users-manager.tsx
@ -95,9 +95,26 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
  const [lastInviteLink, setLastInviteLink] = useState<string | null>(null)
  const [revokingId, setRevokingId] = useState<string | null>(null)
  const [isPending, startTransition] = useTransition()
+  const [companies, setCompanies] = useState<Array<{ id: string; name: string }>>([])
+  const [linkEmail, setLinkEmail] = useState("")
+  const [linkCompanyId, setLinkCompanyId] = useState("")

  const normalizedRoles = useMemo(() => roleOptions ?? ROLE_OPTIONS, [roleOptions])

+  // load companies for association
+  useMemo(() => {
+    void (async () => {
+      try {
+        const r = await fetch("/api/admin/companies", { credentials: "include" })
+        const j = await r.json()
+        const items = (j.companies ?? []).map((c: any) => ({ id: c.id as string, name: c.name as string }))
+        setCompanies(items)
+      } catch {
+        // noop
+      }
+    })()
+  }, [])
+
  async function handleInviteSubmit(event: React.FormEvent<HTMLFormElement>) {
    event.preventDefault()
    if (!email || !email.includes("@")) {
@ -238,9 +255,7 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
                  <SelectContent>
                    {normalizedRoles.map((item) => (
                      <SelectItem key={item} value={item}>
-                        {item === "customer"
-                          ? "Cliente"
-                          : item === "admin"
+                        {item === "admin"
                          ? "Administrador"
                          : item === "manager"
                          ? "Gestor"
@ -294,6 +309,63 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
          </CardContent>
        </Card>

+        <Card>
+          <CardHeader>
+            <CardTitle>Vincular usuário a empresa</CardTitle>
+            <CardDescription>Associe um colaborador à sua empresa (usado para escopo de gestores e relatórios).</CardDescription>
+          </CardHeader>
+          <CardContent>
+            <form
+              className="grid grid-cols-1 gap-4 md:grid-cols-[1fr_1fr_auto]"
+              onSubmit={(e) => {
+                e.preventDefault()
+                if (!linkEmail || !linkCompanyId) {
+                  toast.error("Informe e-mail e empresa")
+                  return
+                }
+                startTransition(async () => {
+                  toast.loading("Vinculando...", { id: "assign-company" })
+                  try {
+                    const r = await fetch("/api/admin/users/assign-company", {
+                      method: "POST",
+                      headers: { "Content-Type": "application/json" },
+                      body: JSON.stringify({ email: linkEmail, companyId: linkCompanyId }),
+                      credentials: "include",
+                    })
+                    if (!r.ok) throw new Error("failed")
+                    toast.success("Usuário vinculado à empresa!", { id: "assign-company" })
+                  } catch {
+                    toast.error("Não foi possível vincular", { id: "assign-company" })
+                  }
+                })
+              }}
+            >
+              <div className="grid gap-2">
+                <Label>E-mail do usuário</Label>
+                <Input value={linkEmail} onChange={(e) => setLinkEmail(e.target.value)} placeholder="colaborador@empresa.com" />
+              </div>
+              <div className="grid gap-2">
+                <Label>Empresa</Label>
+                <Select value={linkCompanyId} onValueChange={setLinkCompanyId}>
+                  <SelectTrigger>
+                    <SelectValue placeholder="Selecionar" />
+                  </SelectTrigger>
+                  <SelectContent>
+                    {companies.map((c) => (
+                      <SelectItem key={c.id} value={c.id}>
+                        {c.name}
+                      </SelectItem>
+                    ))}
+                  </SelectContent>
+                </Select>
+              </div>
+              <div className="flex items-end">
+                <Button type="submit" disabled={isPending}>Vincular</Button>
+              </div>
+            </form>
+          </CardContent>
+        </Card>
+
        <Card>
          <CardHeader>
            <CardTitle>Convites emitidos</CardTitle>
--- a/src/components/admin/companies/admin-companies-manager.tsx
+++ b/src/components/admin/companies/admin-companies-manager.tsx
@ -0,0 +1,213 @@
+"use client"
+
+import { useMemo, useState, useTransition } from "react"
+import { toast } from "sonner"
+
+import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Button } from "@/components/ui/button"
+import { Input } from "@/components/ui/input"
+import { Label } from "@/components/ui/label"
+import { Checkbox } from "@/components/ui/checkbox"
+import {
+  Table,
+  TableBody,
+  TableCell,
+  TableHead,
+  TableHeader,
+  TableRow,
+} from "@/components/ui/table"
+
+type Company = {
+  id: string
+  tenantId: string
+  name: string
+  slug: string
+  isAvulso: boolean
+  cnpj: string | null
+  domain: string | null
+  phone: string | null
+  description: string | null
+  address: string | null
+}
+
+export function AdminCompaniesManager({ initialCompanies }: { initialCompanies: Company[] }) {
+  const [companies, setCompanies] = useState<Company[]>(initialCompanies)
+  const [isPending, startTransition] = useTransition()
+  const [form, setForm] = useState<Partial<Company>>({})
+  const [editingId, setEditingId] = useState<string | null>(null)
+
+  const resetForm = () => setForm({})
+
+  async function refresh() {
+    const r = await fetch("/api/admin/companies", { credentials: "include" })
+    const json = (await r.json()) as { companies: Company[] }
+    setCompanies(json.companies)
+  }
+
+  function handleEdit(c: Company) {
+    setEditingId(c.id)
+    setForm({ ...c })
+  }
+
+  async function handleSubmit(e: React.FormEvent) {
+    e.preventDefault()
+    const payload = {
+      name: form.name?.trim(),
+      slug: form.slug?.trim(),
+      isAvulso: Boolean(form.isAvulso ?? false),
+      cnpj: form.cnpj?.trim() || null,
+      domain: form.domain?.trim() || null,
+      phone: form.phone?.trim() || null,
+      description: form.description?.trim() || null,
+      address: form.address?.trim() || null,
+    }
+    if (!payload.name || !payload.slug) {
+      toast.error("Informe nome e slug válidos")
+      return
+    }
+    startTransition(async () => {
+      toast.loading(editingId ? "Atualizando empresa..." : "Criando empresa...", { id: "companies" })
+      try {
+        if (editingId) {
+          const r = await fetch(`/api/admin/companies/${editingId}`, {
+            method: "PATCH",
+            headers: { "Content-Type": "application/json" },
+            body: JSON.stringify(payload),
+            credentials: "include",
+          })
+          if (!r.ok) throw new Error("update_failed")
+        } else {
+          const r = await fetch(`/api/admin/companies`, {
+            method: "POST",
+            headers: { "Content-Type": "application/json" },
+            body: JSON.stringify(payload),
+            credentials: "include",
+          })
+          if (!r.ok) throw new Error("create_failed")
+        }
+        await refresh()
+        resetForm()
+        setEditingId(null)
+        toast.success(editingId ? "Empresa atualizada" : "Empresa criada", { id: "companies" })
+      } catch {
+        toast.error("Não foi possível salvar", { id: "companies" })
+      }
+    })
+  }
+
+  async function toggleAvulso(c: Company) {
+    startTransition(async () => {
+      try {
+        const r = await fetch(`/api/admin/companies/${c.id}`, {
+          method: "PATCH",
+          headers: { "Content-Type": "application/json" },
+          body: JSON.stringify({ isAvulso: !c.isAvulso }),
+          credentials: "include",
+        })
+        if (!r.ok) throw new Error("toggle_failed")
+        await refresh()
+      } catch {
+        toast.error("Não foi possível atualizar o cliente avulso")
+      }
+    })
+  }
+
+  return (
+    <div className="space-y-6">
+      <Card className="border-slate-200">
+        <CardHeader>
+          <CardTitle>Nova empresa</CardTitle>
+          <CardDescription>Cadastre um cliente/empresa e defina se é avulso.</CardDescription>
+        </CardHeader>
+        <CardContent>
+          <form onSubmit={handleSubmit} className="grid grid-cols-1 gap-4 md:grid-cols-2">
+            <div className="grid gap-2">
+              <Label>Nome</Label>
+              <Input value={form.name ?? ""} onChange={(e) => setForm((p) => ({ ...p, name: e.target.value }))} />
+            </div>
+            <div className="grid gap-2">
+              <Label>Slug</Label>
+              <Input value={form.slug ?? ""} onChange={(e) => setForm((p) => ({ ...p, slug: e.target.value }))} />
+            </div>
+            <div className="grid gap-2">
+              <Label>CNPJ</Label>
+              <Input value={form.cnpj ?? ""} onChange={(e) => setForm((p) => ({ ...p, cnpj: e.target.value }))} />
+            </div>
+            <div className="grid gap-2">
+              <Label>Domínio</Label>
+              <Input value={form.domain ?? ""} onChange={(e) => setForm((p) => ({ ...p, domain: e.target.value }))} />
+            </div>
+            <div className="grid gap-2">
+              <Label>Telefone</Label>
+              <Input value={form.phone ?? ""} onChange={(e) => setForm((p) => ({ ...p, phone: e.target.value }))} />
+            </div>
+            <div className="grid gap-2 md:col-span-2">
+              <Label>Endereço</Label>
+              <Input value={form.address ?? ""} onChange={(e) => setForm((p) => ({ ...p, address: e.target.value }))} />
+            </div>
+            <div className="flex items-center gap-2 md:col-span-2">
+              <Checkbox
+                checked={Boolean(form.isAvulso ?? false)}
+                onCheckedChange={(v) => setForm((p) => ({ ...p, isAvulso: Boolean(v) }))}
+                id="is-avulso"
+              />
+              <Label htmlFor="is-avulso">Cliente avulso?</Label>
+            </div>
+            <div className="md:col-span-2">
+              <Button type="submit" disabled={isPending}>{editingId ? "Salvar alterações" : "Cadastrar empresa"}</Button>
+              {editingId ? (
+                <Button type="button" variant="ghost" className="ml-2" onClick={() => { resetForm(); setEditingId(null) }}>
+                  Cancelar
+                </Button>
+              ) : null}
+            </div>
+          </form>
+        </CardContent>
+      </Card>
+
+      <Card className="border-slate-200">
+        <CardHeader>
+          <CardTitle>Empresas cadastradas</CardTitle>
+          <CardDescription>Gerencie empresas e o status de cliente avulso.</CardDescription>
+        </CardHeader>
+        <CardContent>
+          <Table>
+            <TableHeader>
+              <TableRow>
+                <TableHead>Nome</TableHead>
+                <TableHead>Slug</TableHead>
+                <TableHead>Avulso</TableHead>
+                <TableHead>Domínio</TableHead>
+                <TableHead>Telefone</TableHead>
+                <TableHead>CNPJ</TableHead>
+                <TableHead>Ações</TableHead>
+              </TableRow>
+            </TableHeader>
+            <TableBody>
+              {companies.map((c) => (
+                <TableRow key={c.id}>
+                  <TableCell className="font-medium">{c.name}</TableCell>
+                  <TableCell>{c.slug}</TableCell>
+                  <TableCell>
+                    <Button size="sm" variant="outline" onClick={() => void toggleAvulso(c)}>
+                      {c.isAvulso ? "Sim" : "Não"}
+                    </Button>
+                  </TableCell>
+                  <TableCell>{c.domain ?? "—"}</TableCell>
+                  <TableCell>{c.phone ?? "—"}</TableCell>
+                  <TableCell>{c.cnpj ?? "—"}</TableCell>
+                  <TableCell>
+                    <Button size="sm" variant="outline" onClick={() => handleEdit(c)}>
+                      Editar
+                    </Button>
+                  </TableCell>
+                </TableRow>
+              ))}
+            </TableBody>
+          </Table>
+        </CardContent>
+      </Card>
+    </div>
+  )
+}
+
--- a/src/components/app-sidebar.tsx
+++ b/src/components/app-sidebar.tsx
@ -40,7 +40,7 @@ import { useAuth } from "@/lib/auth-client"

 import type { LucideIcon } from "lucide-react"

-type NavRoleRequirement = "staff" | "admin" | "customer"
+type NavRoleRequirement = "staff" | "admin"

 type NavigationItem = {
  title: string
@ -91,6 +91,7 @@ const navigation: { versions: string[]; navMain: NavigationGroup[] } = {
        },
        { title: "Canais & roteamento", url: "/admin/channels", icon: Waypoints, requiredRole: "admin" },
        { title: "Times & papéis", url: "/admin/teams", icon: Users, requiredRole: "admin" },
+        { title: "Empresas & clientes", url: "/admin/companies", icon: Users, requiredRole: "admin" },
        { title: "Campos personalizados", url: "/admin/fields", icon: Layers3, requiredRole: "admin" },
        { title: "SLAs", url: "/admin/slas", icon: Timer, requiredRole: "admin" },
      ],
@ -105,7 +106,7 @@ const navigation: { versions: string[]; navMain: NavigationGroup[] } = {

 export function AppSidebar({ ...props }: React.ComponentProps<typeof Sidebar>) {
  const pathname = usePathname()
-  const { session, isLoading, isAdmin, isStaff, isCustomer } = useAuth()
+  const { session, isLoading, isAdmin, isStaff } = useAuth()
  const [isHydrated, setIsHydrated] = React.useState(false)

  React.useEffect(() => {
@ -128,7 +129,6 @@ export function AppSidebar({ ...props }: React.ComponentProps<typeof Sidebar>) {
    if (!requiredRole) return true
    if (requiredRole === "admin") return isAdmin
    if (requiredRole === "staff") return isStaff
-    if (requiredRole === "customer") return isCustomer
    return false
  }

--- a/src/components/chart-area-interactive.tsx
+++ b/src/components/chart-area-interactive.tsx
@ -17,6 +17,7 @@ import {
  CardHeader,
  CardTitle,
 } from "@/components/ui/card"
+import { Button } from "@/components/ui/button"
 import {
  ChartConfig,
  ChartContainer,
@ -119,6 +120,14 @@ export function ChartAreaInteractive() {
          <span className="@[540px]/card:hidden">Período: {timeRange}</span>
        </CardDescription>
        <CardAction>
+          <Button asChild size="sm" variant="outline">
+            <a
+              href={`/api/reports/tickets-by-channel.csv?range=${timeRange}`}
+              download
+            >
+              Exportar CSV
+            </a>
+          </Button>
          <ToggleGroup
            type="single"
            value={timeRange}
--- a/src/components/portal/portal-shell.tsx
+++ b/src/components/portal/portal-shell.tsx
@ -23,7 +23,7 @@ const navItems = [
 export function PortalShell({ children }: PortalShellProps) {
  const pathname = usePathname()
  const router = useRouter()
-  const { session, isCustomer } = useAuth()
+  const { session } = useAuth()
  const [isSigningOut, setIsSigningOut] = useState(false)

  const initials = useMemo(() => {
@ -107,11 +107,7 @@ export function PortalShell({ children }: PortalShellProps) {
        </div>
      </header>
      <main className="mx-auto flex w-full max-w-6xl flex-1 flex-col gap-6 px-6 py-8">
-        {!isCustomer ? (
-          <div className="rounded-2xl border border-dashed border-amber-200 bg-amber-50 px-4 py-3 text-sm text-amber-800">
-            Este portal é voltado a clientes. Algumas ações podem não estar disponíveis para o seu perfil.
-          </div>
-        ) : null}
+        {null}
        {children}
      </main>
      <footer className="border-t border-slate-200 bg-white/70">
--- a/src/components/portal/portal-ticket-card.tsx
+++ b/src/components/portal/portal-ticket-card.tsx
@ -16,7 +16,6 @@ const statusLabel: Record<Ticket["status"], string> = {
  AWAITING_ATTENDANCE: "Aguardando atendimento",
  PAUSED: "Pausado",
  RESOLVED: "Resolvido",
-  CLOSED: "Fechado",
 }

 const statusTone: Record<Ticket["status"], string> = {
@ -24,7 +23,6 @@ const statusTone: Record<Ticket["status"], string> = {
  AWAITING_ATTENDANCE: "bg-sky-100 text-sky-700",
  PAUSED: "bg-violet-100 text-violet-700",
  RESOLVED: "bg-emerald-100 text-emerald-700",
-  CLOSED: "bg-slate-100 text-slate-600",
 }

 const priorityLabel: Record<Ticket["priority"], string> = {
--- a/src/components/portal/portal-ticket-detail.tsx
+++ b/src/components/portal/portal-ticket-detail.tsx
@ -26,7 +26,6 @@ const statusLabel: Record<TicketWithDetails["status"], string> = {
  AWAITING_ATTENDANCE: "Aguardando atendimento",
  PAUSED: "Pausado",
  RESOLVED: "Resolvido",
-  CLOSED: "Fechado",
 }

 const priorityLabel: Record<TicketWithDetails["priority"], string> = {
--- a/src/components/reports/backlog-report.tsx
+++ b/src/components/reports/backlog-report.tsx
@ -1,13 +1,15 @@
 "use client"

-import { useMemo } from "react"
+import { useMemo, useState } from "react"
 import { useQuery } from "convex/react"
 import { IconInbox, IconAlertTriangle, IconFilter } from "@tabler/icons-react"
 import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
 import { useAuth } from "@/lib/auth-client"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
-import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Card, CardAction, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Button } from "@/components/ui/button"
+import { ToggleGroup, ToggleGroupItem } from "@/components/ui/toggle-group"
 import { Skeleton } from "@/components/ui/skeleton"
 import { Badge } from "@/components/ui/badge"

@ -23,15 +25,15 @@ const STATUS_LABELS: Record<string, string> = {
  AWAITING_ATTENDANCE: "Aguardando atendimento",
  PAUSED: "Pausados",
  RESOLVED: "Resolvidos",
-  CLOSED: "Encerrados",
 }

 export function BacklogReport() {
+  const [timeRange, setTimeRange] = useState("90d")
  const { session, convexUserId } = useAuth()
  const tenantId = session?.user.tenantId ?? DEFAULT_TENANT_ID
  const data = useQuery(
    api.reports.backlogOverview,
-    convexUserId ? { tenantId, viewerId: convexUserId as Id<"users"> } : "skip"
+    convexUserId ? { tenantId, viewerId: convexUserId as Id<"users">, range: timeRange } : "skip"
  )

  const mostCriticalPriority = useMemo(() => {
@ -99,6 +101,24 @@ export function BacklogReport() {
          <CardDescription className="text-neutral-600">
            Acompanhe a evolução dos tickets pelas fases do fluxo de atendimento.
          </CardDescription>
+          <CardAction>
+            <Button asChild size="sm" variant="outline">
+              <a href={`/api/reports/backlog.csv?range=${timeRange}`} download>
+                Exportar CSV
+              </a>
+            </Button>
+            <ToggleGroup
+              type="single"
+              value={timeRange}
+              onValueChange={setTimeRange}
+              variant="outline"
+              className="hidden *:data-[slot=toggle-group-item]:!px-4 md:flex"
+            >
+              <ToggleGroupItem value="90d">90 dias</ToggleGroupItem>
+              <ToggleGroupItem value="30d">30 dias</ToggleGroupItem>
+              <ToggleGroupItem value="7d">7 dias</ToggleGroupItem>
+            </ToggleGroup>
+          </CardAction>
        </CardHeader>
        <CardContent>
          <div className="grid gap-4 md:grid-cols-2 xl:grid-cols-3">
--- a/src/components/tickets/status-badge.tsx
+++ b/src/components/tickets/status-badge.tsx
@ -9,7 +9,6 @@ const statusStyles: Record<TicketStatus, { label: string; className: string }> =
  AWAITING_ATTENDANCE: { label: "Aguardando atendimento", className: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
  PAUSED: { label: "Pausado", className: "border border-slate-200 bg-[#ede8ff] text-[#4f2f96]" },
  RESOLVED: { label: "Resolvido", className: "border border-slate-200 bg-[#dcf4eb] text-[#1f6a45]" },
-  CLOSED: { label: "Fechado", className: "border border-slate-200 bg-slate-200 text-slate-700" },
 }

 type TicketStatusBadgeProps = { status: TicketStatus }
--- a/src/components/tickets/status-select.tsx
+++ b/src/components/tickets/status-select.tsx
@ -14,14 +14,13 @@ import { ChevronDown } from "lucide-react"

 type StatusKey = TicketStatus | "NEW" | "OPEN" | "ON_HOLD";

-const STATUS_OPTIONS: TicketStatus[] = ["PENDING", "AWAITING_ATTENDANCE", "PAUSED", "RESOLVED", "CLOSED"];
+const STATUS_OPTIONS: TicketStatus[] = ["PENDING", "AWAITING_ATTENDANCE", "PAUSED", "RESOLVED"];

 const statusStyles: Record<StatusKey, { label: string; badgeClass: string }> = {
  PENDING: { label: "Pendente", badgeClass: "bg-slate-100 text-slate-700" },
  AWAITING_ATTENDANCE: { label: "Aguardando atendimento", badgeClass: "bg-[#dff1fb] text-[#0a4760]" },
  PAUSED: { label: "Pausado", badgeClass: "bg-[#ede8ff] text-[#4f2f96]" },
  RESOLVED: { label: "Resolvido", badgeClass: "bg-[#dcf4eb] text-[#1f6a45]" },
-  CLOSED: { label: "Fechado", badgeClass: "bg-slate-200 text-slate-700" },
  NEW: { label: "Pendente", badgeClass: "bg-slate-100 text-slate-700" },
  OPEN: { label: "Aguardando atendimento", badgeClass: "bg-[#dff1fb] text-[#0a4760]" },
  ON_HOLD: { label: "Pausado", badgeClass: "bg-[#ede8ff] text-[#4f2f96]" },
--- a/src/components/tickets/ticket-summary-header.tsx
+++ b/src/components/tickets/ticket-summary-header.tsx
@ -3,7 +3,7 @@
 import { useCallback, useEffect, useMemo, useState } from "react"
 import { format, formatDistanceToNow } from "date-fns"
 import { ptBR } from "date-fns/locale"
-import { IconClock, IconFileDownload, IconPlayerPause, IconPlayerPlay } from "@tabler/icons-react"
+import { IconClock, IconFileTypePdf, IconPlayerPause, IconPlayerPlay } from "@tabler/icons-react"
 import { useMutation, useQuery } from "convex/react"
 import { toast } from "sonner"
 import { api } from "@/convex/_generated/api"
@ -24,6 +24,12 @@ import { Textarea } from "@/components/ui/textarea"
 import { Spinner } from "@/components/ui/spinner"
 import { useTicketCategories } from "@/hooks/use-ticket-categories"
 import { useDefaultQueues } from "@/hooks/use-default-queues"
+import {
+  DropdownMenu,
+  DropdownMenuContent,
+  DropdownMenuItem,
+  DropdownMenuTrigger,
+} from "@/components/ui/dropdown-menu"

 interface TicketHeaderProps {
  ticket: TicketWithDetails
@ -128,6 +134,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
    return selectedCategoryId !== currentCategoryId || selectedSubcategoryId !== currentSubcategoryId
  }, [selectedCategoryId, selectedSubcategoryId, currentCategoryId, currentSubcategoryId])
  const currentQueueName = ticket.queue ?? ""
+  const isAvulso = Boolean((ticket as any).company?.isAvulso ?? false)
  const [queueSelection, setQueueSelection] = useState(currentQueueName)
  const queueDirty = useMemo(() => queueSelection !== currentQueueName, [queueSelection, currentQueueName])
  const formDirty = dirty || categoryDirty || queueDirty
@ -263,11 +270,14 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
    return {
      ticketId: ticket.id as Id<"tickets">,
      totalWorkedMs: ticket.workSummary.totalWorkedMs,
+      internalWorkedMs: ticket.workSummary.internalWorkedMs ?? 0,
+      externalWorkedMs: ticket.workSummary.externalWorkedMs ?? 0,
      activeSession: ticket.workSummary.activeSession
        ? {
            id: ticket.workSummary.activeSession.id as Id<"ticketWorkSessions">,
            agentId: ticket.workSummary.activeSession.agentId as Id<"users">,
            startedAt: ticket.workSummary.activeSession.startedAt.getTime(),
+            workType: (ticket.workSummary.activeSession as any).workType ?? "INTERNAL",
          }
        : null,
    }
@ -294,6 +304,12 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {

  const currentSessionMs = workSummary?.activeSession ? Math.max(0, now - workSummary.activeSession.startedAt) : 0
  const totalWorkedMs = workSummary ? workSummary.totalWorkedMs + currentSessionMs : 0
+  const internalWorkedMs = workSummary
+    ? (((workSummary as any).internalWorkedMs ?? 0) + (((workSummary?.activeSession as any)?.workType === "INTERNAL") ? currentSessionMs : 0))
+    : 0
+  const externalWorkedMs = workSummary
+    ? (((workSummary as any).externalWorkedMs ?? 0) + (((workSummary?.activeSession as any)?.workType === "EXTERNAL") ? currentSessionMs : 0))
+    : 0

  const formattedTotalWorked = useMemo(() => formatDuration(totalWorkedMs), [totalWorkedMs])
  const updatedRelative = useMemo(
@ -301,12 +317,12 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
    [ticket.updatedAt]
  )

-  const handleStartWork = async () => {
+  const handleStartWork = async (workType: "INTERNAL" | "EXTERNAL") => {
    if (!convexUserId) return
    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"> })
+      const result = await startWork({ ticketId: ticket.id as Id<"tickets">, actorId: convexUserId as Id<"users">, workType } as any)
      if (result?.status === "already_started") {
        toast.info("O atendimento já estava em andamento", { id: "work" })
      } else {
@ -347,7 +363,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
      setExportingPdf(true)
      toast.dismiss("ticket-export")
      toast.loading("Gerando PDF...", { id: "ticket-export" })
-      const response = await fetch(`/api/tickets/${ticket.id}/export/pdf`)
+      const response = await fetch(`/api/tickets/${ticket.id}/export/pdf`, { credentials: "include" })
      if (!response.ok) {
        throw new Error(`failed: ${response.status}`)
      }
@ -373,9 +389,17 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
    <div className={cardClass}>
      <div className="absolute right-6 top-6 flex items-center gap-3">
        {workSummary ? (
+          <>
            <Badge className="inline-flex h-9 items-center gap-2 rounded-full border border-slate-200 bg-white px-3 text-sm font-semibold text-neutral-700">
-            <IconClock className="size-4 text-neutral-700" /> Tempo total: {formattedTotalWorked}
+              <IconClock className="size-4 text-neutral-700" /> Interno: {formatDuration(internalWorkedMs)}
            </Badge>
+            <Badge className="inline-flex h-9 items-center gap-2 rounded-full border border-slate-200 bg-white px-3 text-sm font-semibold text-neutral-700">
+              <IconClock className="size-4 text-neutral-700" /> Externo: {formatDuration(externalWorkedMs)}
+            </Badge>
+            <Badge className="inline-flex h-9 items-center gap-2 rounded-full border border-slate-200 bg-white px-3 text-sm font-semibold text-neutral-700">
+              <IconClock className="size-4 text-neutral-700" /> Total: {formattedTotalWorked}
+            </Badge>
+          </>
        ) : null}
        {!editing ? (
          <Button size="sm" className={editButtonClass} onClick={() => setEditing(true)}>
@ -383,14 +407,15 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
          </Button>
        ) : null}
        <Button
-          size="sm"
+          size="icon"
          variant="outline"
-          className="inline-flex items-center gap-2 rounded-lg border border-slate-200 bg-white px-3 py-1.5 text-sm font-semibold text-neutral-800 hover:bg-slate-50"
+          aria-label="Exportar PDF"
+          className="inline-flex items-center justify-center rounded-lg border border-slate-200 bg-white text-neutral-800 hover:bg-slate-50"
          onClick={handleExportPdf}
          disabled={exportingPdf}
+          title="Exportar PDF"
        >
-          {exportingPdf ? <Spinner className="size-3 text-neutral-700" /> : <IconFileDownload className="size-4" />}
-          Exportar PDF
+          {exportingPdf ? <Spinner className="size-4 text-neutral-700" /> : <IconFileTypePdf className="size-5" />}
        </Button>
        <DeleteTicketDialog ticketId={ticket.id as Id<"tickets">} />
      </div>
@ -398,30 +423,37 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
        <div className="space-y-3">
      <div className="flex flex-wrap items-center gap-3">
        <Badge className={referenceBadgeClass}>#{ticket.reference}</Badge>
+        {isAvulso ? (
+          <Badge className="inline-flex h-9 items-center gap-2 rounded-full border border-rose-200 bg-rose-50 px-3 text-sm font-semibold text-rose-700">
+            Cliente avulso
+          </Badge>
+        ) : null}
        <PrioritySelect ticketId={ticket.id} value={ticket.priority} />
        <StatusSelect ticketId={ticket.id} value={status} />
+            {isPlaying ? (
              <Button
                size="sm"
-              className={isPlaying ? pauseButtonClass : startButtonClass}
+                className={pauseButtonClass}
                onClick={() => {
                  if (!convexUserId) return
-                if (isPlaying) {
                  setPauseDialogOpen(true)
-                } else {
-                  void handleStartWork()
-                }
                }}
              >
-              {isPlaying ? (
-                <>
                <IconPlayerPause className="size-4 text-white" /> Pausar
-                </>
-              ) : (
-                <>
-                  <IconPlayerPlay className="size-4 text-white" /> Iniciar
-                </>
-              )}
              </Button>
+            ) : (
+              <DropdownMenu>
+                <DropdownMenuTrigger asChild>
+                  <Button size="sm" className={startButtonClass}>
+                    <IconPlayerPlay className="size-4 text-white" /> Iniciar
+                  </Button>
+                </DropdownMenuTrigger>
+                <DropdownMenuContent align="start" className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
+                  <DropdownMenuItem onSelect={() => void handleStartWork("INTERNAL")}>Iniciar (interno)</DropdownMenuItem>
+                  <DropdownMenuItem onSelect={() => void handleStartWork("EXTERNAL")}>Iniciar (externo)</DropdownMenuItem>
+                </DropdownMenuContent>
+              </DropdownMenu>
+            )}
          </div>
          {editing ? (
            <div className="space-y-2">
--- a/src/components/tickets/tickets-filters.tsx
+++ b/src/components/tickets/tickets-filters.tsx
@ -29,7 +29,6 @@ const statusOptions: Array<{ value: TicketStatus; label: string }> = [
  { value: "AWAITING_ATTENDANCE", label: "Aguardando atendimento" },
  { value: "PAUSED", label: "Pausado" },
  { value: "RESOLVED", label: "Resolvido" },
-  { value: "CLOSED", label: "Fechado" },
 ]

 const statusLabelMap = statusOptions.reduce<Record<TicketStatus, string>>((acc, option) => {
--- a/src/components/tickets/tickets-table.tsx
+++ b/src/components/tickets/tickets-table.tsx
@ -2,7 +2,7 @@

 import { useEffect, useState } from "react"
 import { useRouter } from "next/navigation"
-import { formatDistanceToNow } from "date-fns"
+import { format, formatDistanceToNow, formatDistanceToNowStrict } from "date-fns"
 import { ptBR } from "date-fns/locale"
 import { type LucideIcon, Code, FileText, Mail, MessageCircle, MessageSquare, Phone } from "lucide-react"

@ -42,7 +42,7 @@ const channelIcon: Record<TicketChannel, LucideIcon> = {
  MANUAL: FileText,
 }

-const cellClass = "px-6 py-5 align-top text-sm text-neutral-700 first:pl-8 last:pr-8"
+const cellClass = "px-4 py-4 align-middle text-sm text-neutral-700 whitespace-normal first:pl-5 last:pr-6"
 const channelIconBadgeClass = "inline-flex size-8 items-center justify-center rounded-full border border-slate-200 bg-slate-50 text-neutral-700"
 const categoryChipClass = "inline-flex items-center gap-1 rounded-full bg-slate-200/60 px-2.5 py-1 text-[11px] font-medium text-neutral-700"
 const tableRowClass =
@ -53,7 +53,6 @@ const statusLabel: Record<TicketStatus, string> = {
  AWAITING_ATTENDANCE: "Aguardando atendimento",
  PAUSED: "Pausado",
  RESOLVED: "Resolvido",
-  CLOSED: "Fechado",
 }

 const statusTone: Record<TicketStatus, string> = {
@ -61,7 +60,6 @@ const statusTone: Record<TicketStatus, string> = {
  AWAITING_ATTENDANCE: "text-sky-700",
  PAUSED: "text-violet-700",
  RESOLVED: "text-emerald-700",
-  CLOSED: "text-slate-600",
 }

 function formatDuration(ms?: number) {
@ -135,34 +133,34 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
  return (
    <Card className="gap-0 rounded-3xl border border-slate-200 bg-white py-0 shadow-sm">
      <CardContent className="p-0">
-        <Table className="min-w-full overflow-hidden rounded-3xl">
+        <Table className="min-w-full overflow-hidden rounded-3xl table-fixed">
          <TableHeader className="bg-slate-100/80">
            <TableRow className="bg-transparent text-[11px] uppercase tracking-wide text-neutral-600">
-              <TableHead className="w-[120px] px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8">
+              <TableHead className="w-[120px] px-4 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6">
                Ticket
              </TableHead>
-              <TableHead className="px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8">
+              <TableHead className="w-[40%] px-4 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6">
                Assunto
              </TableHead>
-              <TableHead className="hidden px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8 lg:table-cell">
+              <TableHead className="hidden w-[120px] pl-1 pr-3 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6 lg:table-cell">
                Fila
              </TableHead>
-              <TableHead className="hidden px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8 md:table-cell">
+              <TableHead className="hidden w-[80px] pl-1 pr-3 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6 md:table-cell">
                Canal
              </TableHead>
-              <TableHead className="hidden px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8 md:table-cell">
+              <TableHead className="hidden w-[100px] pl-1 pr-3 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6 md:table-cell">
                Prioridade
              </TableHead>
-              <TableHead className="px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8">
+              <TableHead className="w-[230px] pl-14 pr-3 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6">
                Status
              </TableHead>
-              <TableHead className="hidden px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8 lg:table-cell">
+              <TableHead className="hidden w-[110px] px-4 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6 lg:table-cell">
                Tempo
              </TableHead>
-              <TableHead className="hidden px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8 xl:table-cell">
+              <TableHead className="hidden w-[200px] px-4 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6 xl:table-cell">
                Responsável
              </TableHead>
-              <TableHead className="px-6 py-4 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-8 last:pr-8">
+              <TableHead className="w-[140px] px-4 py-3 text-left text-[11px] font-semibold uppercase tracking-wide text-neutral-600 first:pl-6 last:pr-6">
                Atualizado
              </TableHead>
            </TableRow>
@ -196,11 +194,11 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                  </div>
                </TableCell>
                <TableCell className={cellClass}>
-                  <div className="flex flex-col gap-1.5">
-                    <span className="line-clamp-1 text-[15px] font-semibold text-neutral-900">
+                  <div className="flex flex-col gap-1.5 min-w-0">
+                    <span className="text-[15px] font-semibold text-neutral-900 line-clamp-2 md:line-clamp-1 break-words">
                      {ticket.subject}
                    </span>
-                    <span className="line-clamp-1 text-sm text-neutral-600">
+                    <span className="text-sm text-neutral-600 line-clamp-1 break-words max-w-[52ch]">
                      {ticket.summary ?? "Sem resumo"}
                    </span>
                    <div className="flex flex-col gap-1 text-xs text-neutral-500">
@ -216,12 +214,12 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                    </div>
                  </div>
                </TableCell>
-                <TableCell className={`${cellClass} hidden lg:table-cell`}>
+                <TableCell className={`${cellClass} hidden lg:table-cell pl-0`}>
                  <span className="text-sm font-semibold text-neutral-800">
                    {ticket.queue ?? "Sem fila"}
                  </span>
                </TableCell>
-                <TableCell className={`${cellClass} hidden md:table-cell`}>
+                <TableCell className={`${cellClass} hidden md:table-cell pl-1`}>
                  <div className="flex items-center">
                    <span className="sr-only">Canal {channelLabel[ticket.channel]}</span>
                    <span
@ -233,7 +231,7 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                    </span>
                  </div>
                </TableCell>
-                <TableCell className={`${cellClass} hidden md:table-cell`}>
+                <TableCell className={`${cellClass} hidden md:table-cell pl-1 pr-8`}>
                  <div
                    className="inline-flex"
                    onClick={(event) => event.stopPropagation()}
@ -242,9 +240,9 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                    <PrioritySelect ticketId={ticket.id} value={ticket.priority} />
                  </div>
                </TableCell>
-                <TableCell className={cellClass}>
+                <TableCell className={`${cellClass} pl-14`}>
                  <div className="flex flex-col gap-1">
-                    <span className={cn("text-sm font-semibold", statusTone[ticket.status])}>
+                    <span className={cn("text-sm font-semibold break-words leading-tight max-w-[140px] sm:max-w-[180px]", statusTone[ticket.status])}>
                      {statusLabel[ticket.status]}
                    </span>
                    {ticket.metrics?.timeWaitingMinutes ? (
@ -266,9 +264,14 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                  <AssigneeCell ticket={ticket} />
                </TableCell>
                <TableCell className={cellClass}>
-                  <span className="text-sm text-neutral-600">
-                    {formatDistanceToNow(ticket.updatedAt, { addSuffix: true, locale: ptBR })}
+                  <div className="flex flex-col leading-tight">
+                    <span className="text-sm text-neutral-700">
+                      {`há cerca de ${formatDistanceToNowStrict(ticket.updatedAt, { locale: ptBR })}`}
                    </span>
+                    <span className="text-xs text-neutral-500">
+                      {format(ticket.updatedAt, "dd/MM/yyyy HH:mm")}
+                    </span>
+                  </div>
                </TableCell>
              </TableRow>
              )
--- a/src/components/tickets/tickets-view.tsx
+++ b/src/components/tickets/tickets-view.tsx
@ -41,7 +41,7 @@ export function TicketsView() {
  const tickets = useMemo(() => mapTicketsFromServerList((ticketsRaw ?? []) as unknown[]), [ticketsRaw])

  const filteredTickets = useMemo(() => {
-    const completedStatuses = new Set<Ticket["status"]>(["RESOLVED", "CLOSED"])
+    const completedStatuses = new Set<Ticket["status"]>(["RESOLVED"])
    let working = tickets

    if (!filters.status) {
--- a/src/lib/auth-client.tsx
+++ b/src/lib/auth-client.tsx
@ -8,7 +8,7 @@ import { useMutation } from "convex/react"

 import { api } from "@/convex/_generated/api"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
-import { isAdmin, isCustomer, isStaff } from "@/lib/authz"
+import { isAdmin, isStaff } from "@/lib/authz"

 export type AppSession = {
  user: {
@ -109,7 +109,7 @@ export function AuthProvider({ children }: { children: React.ReactNode }) {
      role: normalizedRole,
      isAdmin: isAdmin(normalizedRole),
      isStaff: isStaff(normalizedRole),
-      isCustomer: isCustomer(normalizedRole),
+      isCustomer: false,
    }),
    [session, isPending, convexUserId, normalizedRole]
  )
--- a/src/lib/authz.ts
+++ b/src/lib/authz.ts
@ -1,7 +1,6 @@
-export const ROLE_OPTIONS = ["admin", "manager", "agent", "collaborator", "customer"] as const
+export const ROLE_OPTIONS = ["admin", "manager", "agent", "collaborator"] as const

 const ADMIN_ROLE = "admin"
-const CUSTOMER_ROLE = "customer"
 const STAFF_ROLES = new Set(["admin", "manager", "agent", "collaborator"])

 export type RoleOption = (typeof ROLE_OPTIONS)[number]
@ -14,10 +13,6 @@ export function isAdmin(role?: string | null) {
  return normalizeRole(role) === ADMIN_ROLE
 }

-export function isCustomer(role?: string | null) {
-  return normalizeRole(role) === CUSTOMER_ROLE
-}
-
 export function isStaff(role?: string | null) {
  return STAFF_ROLES.has(normalizeRole(role) ?? "")
 }
--- a/src/lib/mappers/ticket.ts
+++ b/src/lib/mappers/ticket.ts
@ -11,7 +11,7 @@ const STATUS_MAP: Record<string, NormalizedTicketStatus> = {
  ON_HOLD: "PAUSED",
  PAUSED: "PAUSED",
  RESOLVED: "RESOLVED",
-  CLOSED: "CLOSED",
+  CLOSED: "RESOLVED",
 };

 function normalizeTicketStatus(status: unknown): NormalizedTicketStatus {
@ -135,6 +135,8 @@ export function mapTicketFromServer(input: unknown) {
    workSummary: s.workSummary
      ? {
          totalWorkedMs: s.workSummary.totalWorkedMs,
+          internalWorkedMs: (s.workSummary as any).internalWorkedMs ?? 0,
+          externalWorkedMs: (s.workSummary as any).externalWorkedMs ?? 0,
          activeSession: s.workSummary.activeSession
            ? {
                ...s.workSummary.activeSession,
@ -183,6 +185,9 @@ export function mapTicketWithDetailsFromServer(input: unknown) {
    dueAt: s.dueAt ? new Date(s.dueAt) : null,
    firstResponseAt: s.firstResponseAt ? new Date(s.firstResponseAt) : null,
    resolvedAt: s.resolvedAt ? new Date(s.resolvedAt) : null,
+    company: (s as any).company
+      ? ({ id: (s as any).company.id, name: (s as any).company.name, isAvulso: (s as any).company.isAvulso } as any)
+      : undefined,
    timeline: s.timeline.map((e) => ({ ...e, createdAt: new Date(e.createdAt) })),
    comments: s.comments.map((c) => ({
      ...c,
--- a/src/lib/mocks/tickets.ts
+++ b/src/lib/mocks/tickets.ts
@ -297,8 +297,7 @@ export const playContext = {
  nextTicket:
    tickets.find(
      (ticket) =>
-        ticket.status !== ticketStatusSchema.enum.RESOLVED &&
-        ticket.status !== ticketStatusSchema.enum.CLOSED
+        ticket.status !== ticketStatusSchema.enum.RESOLVED
    ) ?? null,
 } as z.infer<typeof ticketPlayContextSchema>

--- a/src/lib/schemas/ticket.ts
+++ b/src/lib/schemas/ticket.ts
@ -5,7 +5,6 @@ export const ticketStatusSchema = z.enum([
  "AWAITING_ATTENDANCE",
  "PAUSED",
  "RESOLVED",
-  "CLOSED",
 ])

 export type TicketStatus = z.infer<typeof ticketStatusSchema>
@ -35,6 +34,13 @@ export const userSummarySchema = z.object({
 })
 export type UserSummary = z.infer<typeof userSummarySchema>

+export const ticketCompanySummarySchema = z.object({
+  id: z.string(),
+  name: z.string(),
+  isAvulso: z.boolean().optional(),
+})
+export type TicketCompanySummary = z.infer<typeof ticketCompanySummarySchema>
+
 export const ticketCategorySummarySchema = z.object({
  id: z.string(),
  name: z.string(),
@ -100,6 +106,7 @@ export const ticketSchema = z.object({
  queue: z.string().nullable(),
  requester: userSummarySchema,
  assignee: userSummarySchema.nullable(),
+  company: ticketCompanySummarySchema.optional().nullable(),
  slaPolicy: z
    .object({
      id: z.string(),
@ -126,11 +133,14 @@ export const ticketSchema = z.object({
  workSummary: z
    .object({
      totalWorkedMs: z.number(),
+      internalWorkedMs: z.number().optional().default(0),
+      externalWorkedMs: z.number().optional().default(0),
      activeSession: z
        .object({
          id: z.string(),
          agentId: z.string(),
          startedAt: z.coerce.date(),
+          workType: z.string().optional(),
        })
        .nullable(),
    })
--- a/types/pdfkit-standalone.d.ts
+++ b/types/pdfkit-standalone.d.ts
@ -0,0 +1,5 @@
+declare module "pdfkit/js/pdfkit.standalone.js" {
+  const PDFDocument: any
+  export default PDFDocument
+}
+