feat: status + queue updates, filters e UI

- Status renomeados e cores (Em andamento azul, Pausado amarelo)
- Transições automáticas: iniciar=Em andamento, pausar=Pausado
- Fila padrão: Chamados ao criar ticket
- Admin/Empresas: renomeia ‘Slug’ → ‘Apelido’ + mensagens
- Dashboard: últimos tickets priorizam sem responsável (mais antigos)
- Tickets: filtro por responsável + salvar filtro por usuário
- Encerrar ticket: adiciona botão ‘Cancelar’
- Strings atualizadas (PDF, relatórios, badges)

convex/tickets.ts

@@ -17,7 +17,7 @@ type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RE
 
 const STATUS_LABELS: Record<TicketStatusNormalized, string> = {
   PENDING: "Pendente",
-  AWAITING_ATTENDANCE: "Aguardando atendimento",
+  AWAITING_ATTENDANCE: "Em andamento",
   PAUSED: "Pausado",
   RESOLVED: "Resolvido",
 };
@@ -36,6 +36,22 @@ const LEGACY_STATUS_MAP: Record<string, TicketStatusNormalized> = {
 const missingRequesterLogCache = new Set<string>();
 const missingCommentAuthorLogCache = new Set<string>();
 
+// Character limits (generous but bounded)
+const MAX_SUMMARY_CHARS = 600;
+const MAX_COMMENT_CHARS = 20000;
+
+function plainTextLength(html: string): number {
+  try {
+    const text = String(html)
+      .replace(/<[^>]*>/g, "") // strip tags
+      .replace(/&nbsp;/g, " ")
+      .trim();
+    return text.length;
+  } catch {
+    return String(html ?? "").length;
+  }
+}
+
 function normalizeStatus(status: string | null | undefined): TicketStatusNormalized {
   if (!status) return "PENDING";
   const normalized = LEGACY_STATUS_MAP[status.toUpperCase()];
@@ -419,6 +435,8 @@ export const list = query({
     priority: v.optional(v.string()),
     channel: v.optional(v.string()),
     queueId: v.optional(v.id("queues")),
+    assigneeId: v.optional(v.id("users")),
+    requesterId: v.optional(v.id("users")),
     search: v.optional(v.string()),
     limit: v.optional(v.number()),
   },
@@ -434,10 +452,21 @@ export const list = query({
       if (!user.companyId) {
         throw new ConvexError("Gestor não possui empresa vinculada")
       }
+      // Managers are scoped to company; allow secondary narrowing by requester/assignee
       base = await ctx.db
         .query("tickets")
         .withIndex("by_tenant_company", (q) => q.eq("tenantId", args.tenantId).eq("companyId", user.companyId!))
         .collect();
+    } else if (args.assigneeId) {
+      base = await ctx.db
+        .query("tickets")
+        .withIndex("by_tenant_assignee", (q) => q.eq("tenantId", args.tenantId).eq("assigneeId", args.assigneeId!))
+        .collect();
+    } else if (args.requesterId) {
+      base = await ctx.db
+        .query("tickets")
+        .withIndex("by_tenant_requester", (q) => q.eq("tenantId", args.tenantId).eq("requesterId", args.requesterId!))
+        .collect();
     } else if (args.queueId) {
       base = await ctx.db
         .query("tickets")
@@ -445,11 +474,18 @@ export const list = query({
         .collect();
     } else if (role === "COLLABORATOR") {
       // Colaborador: exibir apenas tickets onde ele é o solicitante
+      // Compatibilidade por e-mail: inclui tickets com requesterSnapshot.email == e-mail do viewer
       const all = await ctx.db
         .query("tickets")
         .withIndex("by_tenant", (q) => q.eq("tenantId", args.tenantId))
         .collect()
-      base = all.filter((t) => t.requesterId === args.viewerId)
+      const viewerEmail = user.email.trim().toLowerCase()
+      base = all.filter((t) => {
+        if (t.requesterId === args.viewerId) return true
+        const rs = t.requesterSnapshot as { email?: string } | undefined
+        const email = typeof rs?.email === "string" ? rs.email.trim().toLowerCase() : null
+        return Boolean(email && email === viewerEmail)
+      })
     } else {
       base = await ctx.db
         .query("tickets")
@@ -468,6 +504,8 @@ export const list = query({
 
     if (args.priority) filtered = filtered.filter((t) => t.priority === args.priority);
     if (args.channel) filtered = filtered.filter((t) => t.channel === args.channel);
+    if (args.assigneeId) filtered = filtered.filter((t) => String(t.assigneeId ?? "") === String(args.assigneeId));
+    if (args.requesterId) filtered = filtered.filter((t) => String(t.requesterId) === String(args.requesterId));
     if (normalizedStatusFilter) {
       filtered = filtered.filter((t) => normalizeStatus(t.status) === normalizedStatusFilter);
     }
@@ -585,6 +623,15 @@ 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 === "COLLABORATOR") {
+      const isOwnerById = String(t.requesterId) === String(viewerId)
+      const snapshotEmail = (t.requesterSnapshot as { email?: string } | undefined)?.email?.trim().toLowerCase?.() ?? null
+      const viewerEmail = user.email.trim().toLowerCase()
+      const isOwnerByEmail = Boolean(snapshotEmail && snapshotEmail === viewerEmail)
+      if (!isOwnerById && !isOwnerByEmail) {
+        return null
+      }
+    }
     // no customer role; managers are constrained to company via ensureManagerTicketAccess
     let requester: Doc<"users"> | null = null
     if (role === "MANAGER") {
@@ -841,6 +888,9 @@ export const create = mutation({
     if (subject.length < 3) {
       throw new ConvexError("Informe um assunto com pelo menos 3 caracteres");
     }
+    if (args.summary && args.summary.trim().length > MAX_SUMMARY_CHARS) {
+      throw new ConvexError(`Resumo muito longo (máx. ${MAX_SUMMARY_CHARS} caracteres)`);
+    }
     const category = await ctx.db.get(args.categoryId);
     if (!category || category.tenantId !== args.tenantId) {
       throw new ConvexError("Categoria inválida");
@@ -893,6 +943,19 @@ export const create = mutation({
         }
       : undefined
 
+    // default queue: if none provided, prefer "Chamados"
+    let resolvedQueueId = args.queueId as Id<"queues"> | undefined
+    if (!resolvedQueueId) {
+      const queues = await ctx.db
+        .query("queues")
+        .withIndex("by_tenant", (q) => q.eq("tenantId", args.tenantId))
+        .collect()
+      const preferred = queues.find((q) => q.slug === "chamados") || queues.find((q) => q.name === "Chamados") || null
+      if (preferred) {
+        resolvedQueueId = preferred._id as Id<"queues">
+      }
+    }
+
     const id = await ctx.db.insert("tickets", {
       tenantId: args.tenantId,
       reference: nextRef,
@@ -901,7 +964,7 @@ export const create = mutation({
       status: initialStatus,
       priority: args.priority,
       channel: args.channel,
-      queueId: args.queueId,
+      queueId: resolvedQueueId,
       categoryId: args.categoryId,
       subcategoryId: args.subcategoryId,
       requesterId: args.requesterId,
@@ -1019,6 +1082,11 @@ export const addComment = mutation({
       }
     }
 
+    const bodyPlainLen = plainTextLength(args.body)
+    if (bodyPlainLen > MAX_COMMENT_CHARS) {
+      throw new ConvexError(`Comentário muito longo (máx. ${MAX_COMMENT_CHARS} caracteres)`)
+    }
+
     const authorSnapshot: CommentAuthorSnapshot = {
       name: author.name,
       email: author.email,
@@ -1084,6 +1152,11 @@ export const updateComment = mutation({
       await requireTicketStaff(ctx, actorId, ticketDoc)
     }
 
+    const bodyPlainLen = plainTextLength(body)
+    if (bodyPlainLen > MAX_COMMENT_CHARS) {
+      throw new ConvexError(`Comentário muito longo (máx. ${MAX_COMMENT_CHARS} caracteres)`)
+    }
+
     const now = Date.now();
     await ctx.db.patch(commentId, {
       body,
@@ -1453,6 +1526,7 @@ export const startWork = mutation({
     await ctx.db.patch(ticketId, {
       working: true,
       activeSessionId: sessionId,
+      status: "AWAITING_ATTENDANCE",
       updatedAt: now,
     })
 
@@ -1532,6 +1606,7 @@ export const pauseWork = mutation({
     await ctx.db.patch(ticketId, {
       working: false,
       activeSessionId: undefined,
+      status: "PAUSED",
       totalWorkedMs: (ticket.totalWorkedMs ?? 0) + durationMs,
       internalWorkedMs: (ticket.internalWorkedMs ?? 0) + deltaInternal,
       externalWorkedMs: (ticket.externalWorkedMs ?? 0) + deltaExternal,
@@ -1599,6 +1674,9 @@ export const updateSummary = mutation({
       throw new ConvexError("Ticket não encontrado")
     }
     await requireStaff(ctx, actorId, t.tenantId)
+    if (summary && summary.trim().length > MAX_SUMMARY_CHARS) {
+      throw new ConvexError(`Resumo muito longo (máx. ${MAX_SUMMARY_CHARS} caracteres)`)
+    }
     await ctx.db.patch(ticketId, { summary, updatedAt: now });
     const actor = await ctx.db.get(actorId);
     await ctx.db.insert("ticketEvents", {
@@ -1743,3 +1821,109 @@ export const remove = mutation({
     return true;
   },
 });
+
+export const reassignTicketsByEmail = mutation({
+  args: {
+    tenantId: v.string(),
+    actorId: v.id("users"),
+    fromEmail: v.string(),
+    toUserId: v.id("users"),
+    dryRun: v.optional(v.boolean()),
+    limit: v.optional(v.number()),
+    updateSnapshot: v.optional(v.boolean()),
+  },
+  handler: async (ctx, { tenantId, actorId, fromEmail, toUserId, dryRun, limit, updateSnapshot }) => {
+    await requireAdmin(ctx, actorId, tenantId)
+
+    const normalizedFrom = fromEmail.trim().toLowerCase()
+    if (!normalizedFrom || !normalizedFrom.includes("@")) {
+      throw new ConvexError("E-mail de origem inválido")
+    }
+
+    const toUser = await ctx.db.get(toUserId)
+    if (!toUser || toUser.tenantId !== tenantId) {
+      throw new ConvexError("Usuário de destino inválido para o tenant")
+    }
+
+    // Coletar tickets por requesterId (quando possível via usuário antigo)
+    const fromUser = await ctx.db
+      .query("users")
+      .withIndex("by_tenant_email", (q) => q.eq("tenantId", tenantId).eq("email", normalizedFrom))
+      .first()
+
+    const byRequesterId: Doc<"tickets">[] = fromUser
+      ? await ctx.db
+          .query("tickets")
+          .withIndex("by_tenant_requester", (q) => q.eq("tenantId", tenantId).eq("requesterId", fromUser._id))
+          .collect()
+      : []
+
+    // Coletar tickets por e-mail no snapshot para cobrir casos sem user antigo
+    const allTenant = await ctx.db
+      .query("tickets")
+      .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+      .collect()
+
+    const bySnapshotEmail = allTenant.filter((t) => {
+      const rs = t.requesterSnapshot as { email?: string } | undefined
+      const email = typeof rs?.email === "string" ? rs.email.trim().toLowerCase() : null
+      if (!email || email !== normalizedFrom) return false
+      // Evita duplicar os já coletados por requesterId
+      if (fromUser && t.requesterId === fromUser._id) return false
+      return true
+    })
+
+    const candidatesMap = new Map<string, Doc<"tickets">>()
+    for (const t of byRequesterId) candidatesMap.set(String(t._id), t)
+    for (const t of bySnapshotEmail) candidatesMap.set(String(t._id), t)
+    const candidates = Array.from(candidatesMap.values())
+
+    const maxToProcess = Math.max(0, Math.min(limit && limit > 0 ? limit : candidates.length, candidates.length))
+    const toProcess = candidates.slice(0, maxToProcess)
+
+    if (dryRun) {
+      return {
+        dryRun: true as const,
+        fromEmail: normalizedFrom,
+        toUserId,
+        candidates: candidates.length,
+        willUpdate: toProcess.length,
+      }
+    }
+
+    const now = Date.now()
+    let updated = 0
+    for (const t of toProcess) {
+      const patch: Record<string, unknown> = { requesterId: toUserId, updatedAt: now }
+      if (updateSnapshot) {
+        patch.requesterSnapshot = {
+          name: toUser.name,
+          email: toUser.email,
+          avatarUrl: toUser.avatarUrl ?? undefined,
+          teams: toUser.teams ?? undefined,
+        }
+      }
+      await ctx.db.patch(t._id, patch)
+      await ctx.db.insert("ticketEvents", {
+        ticketId: t._id,
+        type: "REQUESTER_CHANGED",
+        payload: {
+          fromUserId: fromUser?._id ?? null,
+          fromEmail: normalizedFrom,
+          toUserId,
+          toUserName: toUser.name,
+        },
+        createdAt: now,
+      })
+      updated += 1
+    }
+
+    return {
+      dryRun: false as const,
+      fromEmail: normalizedFrom,
+      toUserId,
+      candidates: candidates.length,
+      updated,
+    }
+  },
+})

src/app/api/reports/backlog.csv/route.ts

@@ -64,7 +64,7 @@ export async function GET(request: Request) {
     // Status
     const STATUS_PT: Record<string, string> = {
       PENDING: "Pendentes",
-      AWAITING_ATTENDANCE: "Aguardando atendimento",
+      AWAITING_ATTENDANCE: "Em andamento",
       PAUSED: "Pausados",
       RESOLVED: "Resolvidos",
     }

src/app/tickets/new/page.tsx

@@ -72,6 +72,13 @@ export default function NewTicketPage() {
     setAssigneeInitialized(true)
   }, [assigneeInitialized, convexUserId])
 
+  // Default queue to "Chamados" if available
+  useEffect(() => {
+    if (queueName) return
+    const hasChamados = queueOptions.includes("Chamados")
+    if (hasChamados) setQueueName("Chamados")
+  }, [queueOptions, queueName])
+
   async function submit(event: React.FormEvent) {
     event.preventDefault()
     if (!convexUserId || loading) return

src/components/admin/companies/admin-companies-manager.tsx

@@ -228,7 +228,7 @@ export function AdminCompaniesManager({ initialCompanies }: { initialCompanies:
       contractedHoursPerMonth: contractedHours,
     }
     if (!payload.name || !payload.slug) {
-      toast.error("Informe nome e slug válidos")
+      toast.error("Informe nome e apelido válidos")
       return
     }
     startTransition(async () => {
@@ -388,7 +388,7 @@ export function AdminCompaniesManager({ initialCompanies }: { initialCompanies:
               />
             </div>
             <div className="grid gap-2">
-              <Label htmlFor={slugId}>Slug</Label>
+              <Label htmlFor={slugId}>Apelido</Label>
               <Input
                 id={slugId}
                 name="companySlug"
@@ -541,7 +541,7 @@ export function AdminCompaniesManager({ initialCompanies }: { initialCompanies:
                 <Input
                   value={searchTerm}
                   onChange={(event) => setSearchTerm(event.target.value)}
-                  placeholder="Buscar por nome, slug ou domínio..."
+                  placeholder="Buscar por nome, apelido ou domínio..."
                   className="h-9 pl-9"
                 />
               </div>

src/components/portal/portal-ticket-card.tsx

@@ -14,7 +14,7 @@ import { cn } from "@/lib/utils"
 
 const statusLabel: Record<Ticket["status"], string> = {
   PENDING: "Pendente",
-  AWAITING_ATTENDANCE: "Aguardando atendimento",
+  AWAITING_ATTENDANCE: "Em andamento",
   PAUSED: "Pausado",
   RESOLVED: "Resolvido",
 }

src/components/portal/portal-ticket-detail.tsx

@@ -239,6 +239,11 @@ export function PortalTicketDetail({ ticketId }: PortalTicketDetailProps) {
     const plainText = typeof window !== "undefined"
       ? new DOMParser().parseFromString(sanitizedHtml, "text/html").body.textContent?.replace(/\u00a0/g, " ").trim() ?? ""
       : sanitizedHtml.replace(/<[^>]*>/g, "").replace(/&nbsp;/g, " ").trim()
+    const MAX_COMMENT_CHARS = 20000
+    if (plainText.length > MAX_COMMENT_CHARS) {
+      toast.error(`Comentário muito longo (máx. ${MAX_COMMENT_CHARS} caracteres)`)
+      return
+    }
     const hasMeaningfulText = plainText.length > 0
     if (!hasMeaningfulText && attachments.length === 0) {
       toast.error("Adicione uma mensagem ou anexe ao menos um arquivo antes de enviar.")

src/components/portal/portal-ticket-form.tsx

@@ -102,6 +102,12 @@ export function PortalTicketForm() {
       })
 
       if (plainDescription.length > 0) {
+        const MAX_COMMENT_CHARS = 20000
+        if (plainDescription.length > MAX_COMMENT_CHARS) {
+          toast.error(`Descrição muito longa (máx. ${MAX_COMMENT_CHARS} caracteres)`, { id: "portal-new-ticket" })
+          setIsSubmitting(false)
+          return
+        }
         const htmlBody = sanitizedDescription || toHtml(trimmedSummary || trimmedSubject)
 
         const typedAttachments = attachments.map((file) => ({
@@ -178,6 +184,7 @@ export function PortalTicketForm() {
                 value={summary}
                 onChange={(event) => setSummary(event.target.value)}
                 placeholder="Descreva rapidamente o que está acontecendo"
+                maxLength={600}
                 disabled={machineInactive || isSubmitting}
               />
             </div>

src/components/reports/backlog-report.tsx

@@ -24,7 +24,7 @@ const PRIORITY_LABELS: Record<string, string> = {
 
 const STATUS_LABELS: Record<string, string> = {
   PENDING: "Pendentes",
-  AWAITING_ATTENDANCE: "Aguardando atendimento",
+  AWAITING_ATTENDANCE: "Em andamento",
   PAUSED: "Pausados",
   RESOLVED: "Resolvidos",
 }

src/components/tickets/new-ticket-dialog.tsx

@@ -104,6 +104,17 @@ export function NewTicketDialog({ triggerClassName }: { triggerClassName?: strin
     setAssigneeInitialized(true)
   }, [open, assigneeInitialized, convexUserId, form])
 
+  // Default queue to "Chamados" if available when opening
+  useEffect(() => {
+    if (!open) return
+    const current = form.getValues("queueName")
+    if (current) return
+    const hasChamados = queues.some((q) => q.name === "Chamados")
+    if (hasChamados) {
+      form.setValue("queueName", "Chamados", { shouldDirty: false, shouldTouch: false })
+    }
+  }, [open, queues, form])
+
   const handleCategoryChange = (value: string) => {
     const previous = form.getValues("categoryId") ?? ""
     const next = value ?? ""
@@ -166,6 +177,13 @@ export function NewTicketDialog({ triggerClassName }: { triggerClassName?: strin
       })
       const summaryFallback = values.summary?.trim() ?? ""
       const bodyHtml = plainDescription.length > 0 ? sanitizedDescription : summaryFallback
+      const MAX_COMMENT_CHARS = 20000
+      const plainForLimit = (plainDescription.length > 0 ? plainDescription : summaryFallback).trim()
+      if (plainForLimit.length > MAX_COMMENT_CHARS) {
+        toast.error(`Descrição muito longa (máx. ${MAX_COMMENT_CHARS} caracteres)`, { id: "new-ticket" })
+        setLoading(false)
+        return
+      }
       if (attachments.length > 0 || bodyHtml.trim().length > 0) {
         const typedAttachments = attachments.map((a) => ({
           storageId: a.storageId as unknown as Id<"_storage">,
@@ -254,9 +272,15 @@ export function NewTicketDialog({ triggerClassName }: { triggerClassName?: strin
                       <FieldLabel htmlFor="summary">Resumo</FieldLabel>
                       <textarea
                         id="summary"
-                        className="min-h-[96px] w-full rounded-lg border border-slate-300 bg-background p-3 text-sm shadow-sm focus-visible:border-[#00d6eb] focus-visible:outline-none"
+                        className="min-h-[96px] w-full resize-none overflow-hidden rounded-lg border border-slate-300 bg-background p-3 text-sm shadow-sm focus-visible:border-[#00d6eb] focus-visible:outline-none"
+                        maxLength={600}
                         {...form.register("summary")}
                         placeholder="Explique em poucas linhas o contexto do chamado."
+                        onInput={(e) => {
+                          const el = e.currentTarget
+                          el.style.height = 'auto'
+                          el.style.height = `${el.scrollHeight}px`
+                        }}
                       />
                     </Field>
                     <Field>

src/components/tickets/recent-tickets-panel.tsx

@@ -91,13 +91,17 @@ export function RecentTicketsPanel() {
   const [enteringId, setEnteringId] = useState<string | null>(null)
   const previousIdsRef = useRef<string[]>([])
 
-  const tickets = useMemo(
+  const tickets = useMemo(() => {
-    () =>
+    const all = mapTicketsFromServerList((ticketsRaw ?? []) as unknown[]).filter((t) => t.status !== "RESOLVED")
-      mapTicketsFromServerList((ticketsRaw ?? []) as unknown[])
+    // Unassigned first (no assignee), oldest first among unassigned; then the rest by updatedAt desc
-        .filter((ticket) => ticket.status !== "RESOLVED")
+    const unassigned = all
-        .slice(0, 6),
+      .filter((t) => !t.assignee)
-    [ticketsRaw]
+      .sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
-  )
+    const assigned = all
+      .filter((t) => !!t.assignee)
+      .sort((a, b) => b.updatedAt.getTime() - a.updatedAt.getTime())
+    return [...unassigned, ...assigned].slice(0, 6)
+  }, [ticketsRaw])
 
   useEffect(() => {
     if (ticketsRaw === undefined) {

src/components/tickets/status-badge.tsx

@@ -6,8 +6,8 @@ import { cn } from "@/lib/utils"
 
 const statusStyles: Record<TicketStatus, { label: string; className: string }> = {
   PENDING: { label: "Pendente", className: "border border-slate-200 bg-slate-100 text-slate-700" },
-  AWAITING_ATTENDANCE: { label: "Aguardando atendimento", className: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
+  AWAITING_ATTENDANCE: { label: "Em andamento", className: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
-  PAUSED: { label: "Pausado", className: "border border-slate-200 bg-[#ede8ff] text-[#4f2f96]" },
+  PAUSED: { label: "Pausado", className: "border border-slate-200 bg-[#fff3c4] text-[#7a5901]" },
   RESOLVED: { label: "Resolvido", className: "border border-slate-200 bg-[#dcf4eb] text-[#1f6a45]" },
 }
 

src/components/tickets/status-select.tsx

@@ -6,7 +6,6 @@ import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
 import type { TicketStatus } from "@/lib/schemas/ticket"
 import { useAuth } from "@/lib/auth-client"
-import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
 import { Badge } from "@/components/ui/badge"
 import { Button } from "@/components/ui/button"
 import { Dialog, DialogContent, DialogDescription, DialogFooter, DialogHeader, DialogTitle } from "@/components/ui/dialog"
@@ -15,25 +14,19 @@ import { RichTextEditor } from "@/components/ui/rich-text-editor"
 import { toast } from "sonner"
 import { cn } from "@/lib/utils"
 import { sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
-import { ChevronDown } from "lucide-react"
 
 type StatusKey = TicketStatus | "NEW" | "OPEN" | "ON_HOLD";
 
-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]" },
+  AWAITING_ATTENDANCE: { label: "Em andamento", badgeClass: "bg-[#dff1fb] text-[#0a4760]" },
-  PAUSED: { label: "Pausado", badgeClass: "bg-[#ede8ff] text-[#4f2f96]" },
+  PAUSED: { label: "Pausado", badgeClass: "bg-[#fff3c4] text-[#7a5901]" },
   RESOLVED: { label: "Resolvido", badgeClass: "bg-[#dcf4eb] text-[#1f6a45]" },
   NEW: { label: "Pendente", badgeClass: "bg-slate-100 text-slate-700" },
-  OPEN: { label: "Aguardando atendimento", badgeClass: "bg-[#dff1fb] text-[#0a4760]" },
+  OPEN: { label: "Em andamento", badgeClass: "bg-[#dff1fb] text-[#0a4760]" },
-  ON_HOLD: { label: "Pausado", badgeClass: "bg-[#ede8ff] text-[#4f2f96]" },
+  ON_HOLD: { label: "Pausado", badgeClass: "bg-[#fff3c4] text-[#7a5901]" },
 };
 
-const triggerClass =
-  "group inline-flex h-auto w-auto items-center justify-center rounded-full border border-transparent bg-transparent p-0 shadow-none ring-0 ring-offset-0 ring-offset-transparent focus-visible:outline-none focus-visible:border-transparent focus-visible:ring-0 focus-visible:ring-offset-0 focus-visible:shadow-none hover:bg-transparent data-[state=open]:bg-transparent data-[state=open]:border-transparent data-[state=open]:shadow-none data-[state=open]:ring-0 data-[state=open]:ring-offset-0 data-[state=open]:ring-offset-transparent [&>*:last-child]:hidden"
-const itemClass = "rounded-md px-2 py-2 text-sm text-neutral-800 transition hover:bg-slate-100 data-[state=checked]:bg-[#00e8ff]/15 data-[state=checked]:text-neutral-900 focus:bg-[#00e8ff]/10"
 const baseBadgeClass =
   "inline-flex h-9 items-center gap-2 rounded-full border border-slate-200 px-3 text-sm font-semibold transition hover:border-slate-300"
 
@@ -97,7 +90,6 @@ export function StatusSelect({
   tenantId: string
   requesterName?: string | null
 }) {
-  const updateStatus = useMutation(api.tickets.updateStatus)
   const { convexUserId } = useAuth()
   const actorId = (convexUserId ?? null) as Id<"users"> | null
   const [status, setStatus] = useState<TicketStatus>(value)
@@ -107,48 +99,22 @@ export function StatusSelect({
     setStatus(value)
   }, [value])
 
-  const handleStatusChange = async (selected: string) => {
-    const next = selected as TicketStatus
-    if (next === "RESOLVED") {
-      setCloseDialogOpen(true)
-      return
-    }
-
-    const previous = status
-    setStatus(next)
-    toast.loading("Atualizando status...", { id: "status" })
-    try {
-      if (!actorId) {
-        throw new Error("missing user")
-      }
-      await updateStatus({ ticketId: ticketId as unknown as Id<"tickets">, status: next, actorId })
-      toast.success("Status alterado para " + (statusStyles[next]?.label ?? next) + ".", { id: "status" })
-    } catch (error) {
-      console.error(error)
-      setStatus(previous)
-      toast.error("Não foi possível atualizar o status.", { id: "status" })
-    }
-  }
-
   return (
     <>
-      <Select value={status} onValueChange={handleStatusChange}>
+      <div className="inline-flex items-center gap-2">
-        <SelectTrigger className={triggerClass} aria-label="Atualizar status">
+        <Badge className={cn(baseBadgeClass, statusStyles[status]?.badgeClass ?? statusStyles.PENDING.badgeClass)}>
-          <SelectValue asChild>
+          {statusStyles[status]?.label ?? statusStyles.PENDING.label}
-            <Badge className={cn(baseBadgeClass, statusStyles[status]?.badgeClass ?? statusStyles.PENDING.badgeClass)}>
+        </Badge>
-              {statusStyles[status]?.label ?? statusStyles.PENDING.label}
+        <Button
-              <ChevronDown className="size-3 text-current transition group-data-[state=open]:rotate-180" />
+          type="button"
-            </Badge>
+          variant="outline"
-          </SelectValue>
+          size="sm"
-        </SelectTrigger>
+          onClick={() => setCloseDialogOpen(true)}
-        <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
+          className="h-8 rounded-full border-slate-300 bg-white px-3 text-xs font-medium text-neutral-800"
-          {STATUS_OPTIONS.map((option) => (
+        >
-            <SelectItem key={option} value={option} className={itemClass}>
+          Encerrar
-              {statusStyles[option].label}
+        </Button>
-            </SelectItem>
+      </div>
-          ))}
-        </SelectContent>
-      </Select>
       <CloseTicketDialog
         open={closeDialogOpen}
         onOpenChange={(open) => {
@@ -303,6 +269,14 @@ function CloseTicketDialog({ open, onOpenChange, ticketId, tenantId, actorId, re
             O comentário será público e ficará registrado no histórico do ticket.
           </div>
           <div className="flex items-center gap-2">
+            <Button
+              type="button"
+              variant="ghost"
+              onClick={() => onOpenChange(false)}
+              disabled={isSubmitting}
+            >
+              Cancelar
+            </Button>
             <Button
               type="button"
               variant="outline"

src/components/tickets/ticket-comments.rich.tsx

@@ -129,6 +129,14 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
   async function handleSubmit(event: React.FormEvent) {
     event.preventDefault()
     if (!convexUserId) return
+    // Enforce generous max length for comment plain text
+    const sanitized = sanitizeEditorHtml(body)
+    const plain = sanitized.replace(/<[^>]*>/g, "").replace(/&nbsp;/g, " ").trim()
+    const MAX_COMMENT_CHARS = 20000
+    if (plain.length > MAX_COMMENT_CHARS) {
+      toast.error(`Comentário muito longo (máx. ${MAX_COMMENT_CHARS} caracteres)`, { id: "comment" })
+      return
+    }
     const now = new Date()
     const selectedVisibility = canSeeInternalComments ? visibility : "PUBLIC"
     const attachments = attachmentsToSend.map((item) => ({ ...item }))
@@ -139,7 +147,7 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
       id: `temp-${now.getTime()}`,
       author: ticket.requester,
       visibility: selectedVisibility,
-      body: sanitizeEditorHtml(body),
+      body: sanitized,
       attachments: attachments.map((attachment) => ({
         id: attachment.storageId,
         name: attachment.name,

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

@@ -735,9 +735,21 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
               />
               <textarea
                 value={summary}
-                onChange={(e) => setSummary(e.target.value)}
+                onChange={(e) => {
+                  const el = e.currentTarget
+                  // auto-resize height based on content
+                  el.style.height = 'auto'
+                  el.style.height = `${el.scrollHeight}px`
+                  setSummary(e.target.value)
+                }}
+                onInput={(e) => {
+                  const el = e.currentTarget
+                  el.style.height = 'auto'
+                  el.style.height = `${el.scrollHeight}px`
+                }}
                 rows={3}
-                className="w-full rounded-lg border border-slate-300 bg-white p-3 text-sm text-neutral-800 shadow-sm"
+                maxLength={600}
+                className="w-full resize-none overflow-hidden rounded-lg border border-slate-300 bg-white p-3 text-sm text-neutral-800 shadow-sm"
                 placeholder="Adicione um resumo opcional"
               />
             </div>

src/components/tickets/tickets-filters.tsx

@@ -26,7 +26,7 @@ import {
 
 const statusOptions: Array<{ value: TicketStatus; label: string }> = [
   { value: "PENDING", label: "Pendente" },
-  { value: "AWAITING_ATTENDANCE", label: "Aguardando atendimento" },
+  { value: "AWAITING_ATTENDANCE", label: "Em andamento" },
   { value: "PAUSED", label: "Pausado" },
   { value: "RESOLVED", label: "Resolvido" },
 ]
@@ -67,6 +67,7 @@ export type TicketFiltersState = {
   queue: string | null
   channel: string | null
   company: string | null
+  assigneeId: string | null
   view: "active" | "completed"
 }
 
@@ -77,6 +78,7 @@ export const defaultTicketFilters: TicketFiltersState = {
   queue: null,
   channel: null,
   company: null,
+  assigneeId: null,
   view: "active",
 }
 
@@ -84,12 +86,13 @@ interface TicketsFiltersProps {
   onChange?: (filters: TicketFiltersState) => void
   queues?: QueueOption[]
   companies?: string[]
+  assignees?: Array<{ id: string; name: string }>
   initialState?: Partial<TicketFiltersState>
 }
 
 const ALL_VALUE = "ALL"
 
-export function TicketsFilters({ onChange, queues = [], companies = [], initialState }: TicketsFiltersProps) {
+export function TicketsFilters({ onChange, queues = [], companies = [], assignees = [], initialState }: TicketsFiltersProps) {
   const mergedDefaults = useMemo(
     () => ({
       ...defaultTicketFilters,
@@ -119,9 +122,13 @@ export function TicketsFilters({ onChange, queues = [], companies = [], initialS
     if (filters.queue) chips.push(`Fila: ${filters.queue}`)
     if (filters.channel) chips.push(`Canal: ${filters.channel}`)
     if (filters.company) chips.push(`Empresa: ${filters.company}`)
+    if (filters.assigneeId) {
+      const found = assignees.find((a) => a.id === filters.assigneeId)
+      chips.push(`Responsável: ${found?.name ?? filters.assigneeId}`)
+    }
     if (!filters.status && filters.view === "completed") chips.push("Exibindo concluídos")
     return chips
-  }, [filters])
+  }, [filters, assignees])
 
   return (
     <div className="flex flex-col gap-4">
@@ -167,6 +174,22 @@ export function TicketsFilters({ onChange, queues = [], companies = [], initialS
           </Select>
         </div>
         <div className="flex items-center gap-2">
+          <Select
+            value={filters.assigneeId ?? ALL_VALUE}
+            onValueChange={(value) => setPartial({ assigneeId: value === ALL_VALUE ? null : value })}
+          >
+            <SelectTrigger className="md:w-[220px]">
+              <SelectValue placeholder="Responsável" />
+            </SelectTrigger>
+            <SelectContent>
+              <SelectItem value={ALL_VALUE}>Todos os responsáveis</SelectItem>
+              {assignees.map((user) => (
+                <SelectItem key={user.id} value={user.id}>
+                  {user.name}
+                </SelectItem>
+              ))}
+            </SelectContent>
+          </Select>
           <Select
             value={filters.view}
             onValueChange={(value) => setPartial({ view: value as TicketFiltersState["view"] })}

src/components/tickets/tickets-table.tsx

@@ -50,7 +50,7 @@ const tableRowClass =
 
 const statusLabel: Record<TicketStatus, string> = {
   PENDING: "Pendente",
-  AWAITING_ATTENDANCE: "Aguardando atendimento",
+  AWAITING_ATTENDANCE: "Em andamento",
   PAUSED: "Pausado",
   RESOLVED: "Resolvido",
 }

src/components/tickets/tickets-view.tsx

@@ -39,6 +39,7 @@ export function TicketsView({ initialFilters }: TicketsViewProps = {}) {
     queuesEnabled ? api.queues.summary : "skip",
     queuesEnabled ? { tenantId, viewerId: convexUserId as Id<"users"> } : "skip"
   ) as TicketQueueSummary[] | undefined
+  const agents = useQuery(api.users.listAgents, { tenantId }) as { _id: string; name: string }[] | undefined
   const ticketsRaw = useQuery(
     api.tickets.list,
     convexUserId
@@ -49,20 +50,66 @@ export function TicketsView({ initialFilters }: TicketsViewProps = {}) {
           priority: filters.priority ?? undefined,
           channel: filters.channel ?? undefined,
           queueId: undefined, // simplified: filter by queue name on client
+          assigneeId: filters.assigneeId ? (filters.assigneeId as unknown as Id<"users">) : undefined,
           search: filters.search || undefined,
         }
       : "skip"
   )
 
   const tickets = useMemo(() => mapTicketsFromServerList((ticketsRaw ?? []) as unknown[]), [ticketsRaw])
-  const companies = useMemo(() => {
+  const [companies, setCompanies] = useState<string[]>([])
-    const set = new Set<string>()
+  useEffect(() => {
-    for (const t of tickets) {
+    let aborted = false
-      const name = ((t as unknown as { company?: { name?: string } })?.company?.name) as string | undefined
+    async function loadCompanies() {
-      if (name) set.add(name)
+      try {
+        const r = await fetch("/api/admin/companies", { credentials: "include" })
+        const json = (await r.json().catch(() => ({}))) as { companies?: Array<{ name: string }> }
+        const names = Array.isArray(json.companies) ? json.companies.map((c) => c.name).filter(Boolean) : []
+        if (!aborted) setCompanies(names.sort((a, b) => a.localeCompare(b, "pt-BR")))
+      } catch {
+        if (!aborted) setCompanies([])
+      }
     }
-    return Array.from(set).sort((a, b) => a.localeCompare(b, "pt-BR"))
+    void loadCompanies()
-  }, [tickets])
+    return () => {
+      aborted = true
+    }
+  }, [])
+
+  // load saved filters as defaults per user
+  useEffect(() => {
+    if (!convexUserId) return
+    try {
+      const key = `tickets:filters:${tenantId}:${String(convexUserId)}`
+      const saved = localStorage.getItem(key)
+      if (saved) {
+        const parsed = JSON.parse(saved) as Partial<TicketFiltersState>
+        setFilters((prev) => ({ ...prev, ...parsed }))
+      }
+    } catch {
+      // ignore
+    }
+  }, [tenantId, convexUserId])
+
+  const handleSaveDefault = () => {
+    if (!convexUserId) return
+    try {
+      const key = `tickets:filters:${tenantId}:${String(convexUserId)}`
+      localStorage.setItem(key, JSON.stringify(filters))
+    } catch {
+      // ignore
+    }
+  }
+
+  const handleClearDefault = () => {
+    if (!convexUserId) return
+    try {
+      const key = `tickets:filters:${tenantId}:${String(convexUserId)}`
+      localStorage.removeItem(key)
+    } catch {
+      // ignore
+    }
+  }
 
   const filteredTickets = useMemo(() => {
     const completedStatuses = new Set<Ticket["status"]>(["RESOLVED"])
@@ -92,8 +139,25 @@ export function TicketsView({ initialFilters }: TicketsViewProps = {}) {
         onChange={setFilters}
         queues={(queues ?? []).map((q) => q.name)}
         companies={companies}
+        assignees={(agents ?? []).map((a) => ({ id: a._id, name: a.name }))}
         initialState={mergedInitialFilters}
       />
+      <div className="flex items-center justify-end gap-2">
+        <button
+          type="button"
+          onClick={handleSaveDefault}
+          className="rounded-lg border border-slate-300 bg-white px-3 py-1.5 text-xs font-medium text-neutral-800 hover:bg-slate-50"
+        >
+          Salvar filtro como padrão
+        </button>
+        <button
+          type="button"
+          onClick={handleClearDefault}
+          className="rounded-lg border border-slate-300 bg-white px-3 py-1.5 text-xs font-medium text-neutral-600 hover:bg-slate-50"
+        >
+          Limpar padrão
+        </button>
+      </div>
       {ticketsRaw === undefined ? (
         <div className="rounded-2xl border border-slate-200 bg-white p-4 shadow-sm">
           <div className="grid gap-3">

src/lib/ticket-timeline-labels.ts

@@ -12,6 +12,7 @@ export const TICKET_TIMELINE_LABELS: Record<string, string> = {
   PRIORITY_CHANGED: "Prioridade alterada",
   ATTACHMENT_REMOVED: "Anexo removido",
   CATEGORY_CHANGED: "Categoria alterada",
+  REQUESTER_CHANGED: "Solicitante alterado",
   MANAGER_NOTIFIED: "Gestor notificado",
   VISIT_SCHEDULED: "Visita agendada",
   CSAT_RECEIVED: "CSAT recebido",

src/server/pdf/ticket-pdf-template.tsx

@@ -195,7 +195,7 @@ const styles = StyleSheet.create({
 
 const statusStyles: Record<string, { backgroundColor: string; color: string; label: string }> = {
   PENDING: { backgroundColor: "#F1F5F9", color: "#0F172A", label: "Pendente" },
-  AWAITING_ATTENDANCE: { backgroundColor: "#E0F2FE", color: "#0369A1", label: "Aguardando atendimento" },
+  AWAITING_ATTENDANCE: { backgroundColor: "#E0F2FE", color: "#0369A1", label: "Em andamento" },
   PAUSED: { backgroundColor: "#FEF3C7", color: "#92400E", label: "Pausado" },
   RESOLVED: { backgroundColor: "#DCFCE7", color: "#166534", label: "Resolvido" },
 }