diff --git a/web/convex/schema.ts b/web/convex/schema.ts
index 62ddd5f..61b56f0 100644
--- a/web/convex/schema.ts
+++ b/web/convex/schema.ts
@@ -57,6 +57,8 @@ export default defineSchema({
     updatedAt: v.number(),
     createdAt: v.number(),
     tags: v.optional(v.array(v.string())),
+    totalWorkedMs: v.optional(v.number()),
+    activeSessionId: v.optional(v.id("ticketWorkSessions")),
   })
     .index("by_tenant_status", ["tenantId", "status"]) 
     .index("by_tenant_queue", ["tenantId", "queueId"]) 
@@ -89,4 +91,14 @@ export default defineSchema({
     payload: v.optional(v.any()),
     createdAt: v.number(),
   }).index("by_ticket", ["ticketId"]),
+
+  ticketWorkSessions: defineTable({
+    ticketId: v.id("tickets"),
+    agentId: v.id("users"),
+    startedAt: v.number(),
+    stoppedAt: v.optional(v.number()),
+    durationMs: v.optional(v.number()),
+  })
+    .index("by_ticket", ["ticketId"])
+    .index("by_ticket_agent", ["ticketId", "agentId"]),
 });
diff --git a/web/convex/tickets.ts b/web/convex/tickets.ts
index 2c91238..cb3d867 100644
--- a/web/convex/tickets.ts
+++ b/web/convex/tickets.ts
@@ -1,5 +1,5 @@
 import { internalMutation, mutation, query } from "./_generated/server";
-import { v } from "convex/values";
+import { ConvexError, v } from "convex/values";
 import { Id, type Doc } from "./_generated/dataModel";
 
 const PRIORITY_ORDER = ["URGENT", "HIGH", "MEDIUM", "LOW"] as const;
@@ -53,6 +53,7 @@ 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 activeSession = t.activeSessionId ? await ctx.db.get(t.activeSessionId) : null;
         return {
           id: t._id,
           reference: t.reference,
@@ -88,6 +89,16 @@ export const list = query({
           tags: t.tags ?? [],
           lastTimelineEntry: null,
           metrics: null,
+          workSummary: {
+            totalWorkedMs: t.totalWorkedMs ?? 0,
+            activeSession: activeSession
+              ? {
+                  id: activeSession._id,
+                  agentId: activeSession.agentId,
+                  startedAt: activeSession.startedAt,
+                }
+              : null,
+          },
         };
       })
     );
@@ -121,6 +132,7 @@ export const getById = query({
             id: att.storageId,
             name: att.name,
             size: att.size,
+            type: att.type,
             url: await ctx.storage.getUrl(att.storageId),
           }))
         );
@@ -142,6 +154,8 @@ export const getById = query({
       })
     );
 
+    const activeSession = t.activeSessionId ? await ctx.db.get(t.activeSessionId) : null;
+
     return {
       id: t._id,
       reference: t.reference,
@@ -177,6 +191,16 @@ export const getById = query({
       tags: t.tags ?? [],
       lastTimelineEntry: null,
       metrics: null,
+      workSummary: {
+        totalWorkedMs: t.totalWorkedMs ?? 0,
+        activeSession: activeSession
+          ? {
+              id: activeSession._id,
+              agentId: activeSession.agentId,
+              startedAt: activeSession.startedAt,
+            }
+          : null,
+      },
       description: undefined,
       customFields: {},
       timeline: timeline.map((ev) => ({
@@ -201,6 +225,10 @@ export const create = mutation({
     requesterId: v.id("users"),
   },
   handler: async (ctx, args) => {
+    const subject = args.subject.trim();
+    if (subject.length < 3) {
+      throw new ConvexError("Informe um assunto com pelo menos 3 caracteres");
+    }
     // compute next reference (simple monotonic counter per tenant)
     const existing = await ctx.db
       .query("tickets")
@@ -212,8 +240,8 @@ export const create = mutation({
     const id = await ctx.db.insert("tickets", {
       tenantId: args.tenantId,
       reference: nextRef,
-      subject: args.subject,
-      summary: args.summary,
+      subject,
+      summary: args.summary?.trim() || undefined,
       status: "NEW",
       priority: args.priority,
       channel: args.channel,
@@ -221,6 +249,8 @@ export const create = mutation({
       requesterId: args.requesterId,
       assigneeId: undefined,
       working: false,
+      activeSessionId: undefined,
+      totalWorkedMs: 0,
       createdAt: now,
       updatedAt: now,
       firstResponseAt: undefined,
@@ -282,6 +312,51 @@ export const addComment = mutation({
   },
 });
 
+export const removeCommentAttachment = mutation({
+  args: {
+    ticketId: v.id("tickets"),
+    commentId: v.id("ticketComments"),
+    attachmentId: v.id("_storage"),
+    actorId: v.id("users"),
+  },
+  handler: async (ctx, { ticketId, commentId, attachmentId, actorId }) => {
+    const comment = await ctx.db.get(commentId);
+    if (!comment || comment.ticketId !== ticketId) {
+      throw new ConvexError("Comentário não encontrado");
+    }
+
+    const attachments = comment.attachments ?? [];
+    const target = attachments.find((att) => att.storageId === attachmentId);
+    if (!target) {
+      throw new ConvexError("Anexo não encontrado");
+    }
+
+    await ctx.storage.delete(attachmentId);
+
+    const now = Date.now();
+    await ctx.db.patch(commentId, {
+      attachments: attachments.filter((att) => att.storageId !== attachmentId),
+      updatedAt: now,
+    });
+
+    const actor = (await ctx.db.get(actorId)) as Doc<"users"> | null;
+    await ctx.db.insert("ticketEvents", {
+      ticketId,
+      type: "ATTACHMENT_REMOVED",
+      payload: {
+        attachmentId,
+        attachmentName: target.name,
+        actorId,
+        actorName: actor?.name,
+        actorAvatar: actor?.avatarUrl,
+      },
+      createdAt: now,
+    });
+
+    await ctx.db.patch(ticketId, { updatedAt: now });
+  },
+});
+
 export const updateStatus = mutation({
   args: { ticketId: v.id("tickets"), status: v.string(), actorId: v.id("users") },
   handler: async (ctx, { ticketId, status, actorId }) => {
@@ -334,6 +409,27 @@ export const changeQueue = mutation({
   },
 });
 
+export const workSummary = query({
+  args: { ticketId: v.id("tickets") },
+  handler: async (ctx, { ticketId }) => {
+    const ticket = await ctx.db.get(ticketId)
+    if (!ticket) return null
+
+    const activeSession = ticket.activeSessionId ? await ctx.db.get(ticket.activeSessionId) : null
+    return {
+      ticketId,
+      totalWorkedMs: ticket.totalWorkedMs ?? 0,
+      activeSession: activeSession
+        ? {
+            id: activeSession._id,
+            agentId: activeSession.agentId,
+            startedAt: activeSession.startedAt,
+          }
+        : null,
+    }
+  },
+})
+
 export const updatePriority = mutation({
   args: { ticketId: v.id("tickets"), priority: v.string(), actorId: v.id("users") },
   handler: async (ctx, { ticketId, priority, actorId }) => {
@@ -349,22 +445,89 @@ export const updatePriority = mutation({
   },
 });
 
-export const toggleWork = mutation({
+export const startWork = mutation({
   args: { ticketId: v.id("tickets"), actorId: v.id("users") },
   handler: async (ctx, { ticketId, actorId }) => {
-    const t = await ctx.db.get(ticketId)
-    if (!t) return
+    const ticket = await ctx.db.get(ticketId)
+    if (!ticket) {
+      throw new ConvexError("Ticket não encontrado")
+    }
+    if (ticket.activeSessionId) {
+      return { status: "already_started", sessionId: ticket.activeSessionId }
+    }
+
     const now = Date.now()
-    const next = !(t.working ?? false)
-    await ctx.db.patch(ticketId, { working: next, updatedAt: now })
+    const sessionId = await ctx.db.insert("ticketWorkSessions", {
+      ticketId,
+      agentId: actorId,
+      startedAt: now,
+    })
+
+    await ctx.db.patch(ticketId, {
+      working: true,
+      activeSessionId: sessionId,
+      updatedAt: now,
+    })
+
     const actor = (await ctx.db.get(actorId)) as Doc<"users"> | null
     await ctx.db.insert("ticketEvents", {
       ticketId,
-      type: next ? "WORK_STARTED" : "WORK_PAUSED",
-      payload: { actorId, actorName: actor?.name, actorAvatar: actor?.avatarUrl },
+      type: "WORK_STARTED",
+      payload: { actorId, actorName: actor?.name, actorAvatar: actor?.avatarUrl, sessionId },
       createdAt: now,
     })
-    return next
+
+    return { status: "started", sessionId, startedAt: now }
+  },
+})
+
+export const pauseWork = mutation({
+  args: { ticketId: v.id("tickets"), actorId: v.id("users") },
+  handler: async (ctx, { ticketId, actorId }) => {
+    const ticket = await ctx.db.get(ticketId)
+    if (!ticket) {
+      throw new ConvexError("Ticket não encontrado")
+    }
+    if (!ticket.activeSessionId) {
+      return { status: "already_paused" }
+    }
+
+    const session = await ctx.db.get(ticket.activeSessionId)
+    if (!session) {
+      await ctx.db.patch(ticketId, { activeSessionId: undefined, working: false })
+      return { status: "session_missing" }
+    }
+
+    const now = Date.now()
+    const durationMs = now - session.startedAt
+
+    await ctx.db.patch(ticket.activeSessionId, {
+      stoppedAt: now,
+      durationMs,
+    })
+
+    await ctx.db.patch(ticketId, {
+      working: false,
+      activeSessionId: undefined,
+      totalWorkedMs: (ticket.totalWorkedMs ?? 0) + durationMs,
+      updatedAt: now,
+    })
+
+    const actor = (await ctx.db.get(actorId)) as Doc<"users"> | null
+    await ctx.db.insert("ticketEvents", {
+      ticketId,
+      type: "WORK_PAUSED",
+      payload: {
+        actorId,
+        actorName: actor?.name,
+        actorAvatar: actor?.avatarUrl,
+        sessionId: session._id,
+        sessionDurationMs: durationMs,
+      },
+      createdAt: now,
+    })
+
+    return { status: "paused", durationMs }
   },
 })
 
@@ -374,12 +537,16 @@ export const updateSubject = mutation({
     const now = Date.now();
     const t = await ctx.db.get(ticketId);
     if (!t) return;
-    await ctx.db.patch(ticketId, { subject, updatedAt: now });
+    const trimmed = subject.trim();
+    if (trimmed.length < 3) {
+      throw new ConvexError("Informe um assunto com pelo menos 3 caracteres");
+    }
+    await ctx.db.patch(ticketId, { subject: trimmed, updatedAt: now });
     const actor = await ctx.db.get(actorId);
     await ctx.db.insert("ticketEvents", {
       ticketId,
       type: "SUBJECT_CHANGED",
-      payload: { from: t.subject, to: subject, actorId, actorName: (actor as Doc<"users"> | null)?.name, actorAvatar: (actor as Doc<"users"> | null)?.avatarUrl },
+      payload: { from: t.subject, to: trimmed, actorId, actorName: (actor as Doc<"users"> | null)?.name, actorAvatar: (actor as Doc<"users"> | null)?.avatarUrl },
       createdAt: now,
     });
   },
diff --git a/web/src/app/globals.css b/web/src/app/globals.css
index 997bf7c..fb17b73 100644
--- a/web/src/app/globals.css
+++ b/web/src/app/globals.css
@@ -43,74 +43,74 @@
   --radius-xl: calc(var(--radius) + 4px);
 }
 
-:root {
-  --radius: 0.75rem;
-  --background: oklch(0.99 0.004 95.08);
-  --foreground: oklch(0.28 0.02 254.6);
-  --card: oklch(1 0 0);
-  --card-foreground: oklch(0.22 0.02 254.6);
-  --popover: oklch(1 0 0);
-  --popover-foreground: oklch(0.22 0.02 254.6);
-  --primary: oklch(0.63 0.16 254.6);
-  --primary-foreground: oklch(0.99 0.004 95.08);
-  --secondary: oklch(0.96 0.022 254.6);
-  --secondary-foreground: oklch(0.3 0.03 254.6);
-  --muted: oklch(0.96 0.01 254.6);
-  --muted-foreground: oklch(0.55 0.03 254.6);
-  --accent: oklch(0.96 0.01 254.6);
-  --accent-foreground: oklch(0.3 0.03 254.6);
-  --destructive: oklch(0.55 0.23 23.3);
-  --border: oklch(0.9 0.01 254.6);
-  --input: oklch(0.92 0.008 254.6);
-  --ring: oklch(0.63 0.16 254.6);
-  --chart-1: oklch(0.63 0.16 254.6);
-  --chart-2: oklch(0.66 0.11 200.43);
-  --chart-3: oklch(0.73 0.14 146.75);
-  --chart-4: oklch(0.7 0.17 95.21);
-  --chart-5: oklch(0.73 0.1 18.06);
-  --sidebar: oklch(0.985 0.004 95.08);
-  --sidebar-foreground: oklch(0.28 0.02 254.6);
-  --sidebar-primary: oklch(0.63 0.16 254.6);
-  --sidebar-primary-foreground: oklch(0.99 0.004 95.08);
-  --sidebar-accent: oklch(0.95 0.008 254.6);
-  --sidebar-accent-foreground: oklch(0.28 0.02 254.6);
-  --sidebar-border: oklch(0.9 0.01 254.6);
-  --sidebar-ring: oklch(0.63 0.16 254.6);
-}
-
-.dark {
-  --background: oklch(0.16 0.02 254.6);
-  --foreground: oklch(0.96 0.02 254.6);
-  --card: oklch(0.19 0.02 254.6);
-  --card-foreground: oklch(0.96 0.02 254.6);
-  --popover: oklch(0.22 0.02 254.6);
-  --popover-foreground: oklch(0.96 0.02 254.6);
-  --primary: oklch(0.71 0.15 254.6);
-  --primary-foreground: oklch(0.1 0.01 254.6);
-  --secondary: oklch(0.32 0.02 254.6);
-  --secondary-foreground: oklch(0.96 0.02 254.6);
-  --muted: oklch(0.3 0.02 254.6);
-  --muted-foreground: oklch(0.68 0.02 254.6);
-  --accent: oklch(0.29 0.02 254.6);
-  --accent-foreground: oklch(0.96 0.02 254.6);
-  --destructive: oklch(0.6 0.21 23.3);
-  --border: oklch(0.32 0.02 254.6);
-  --input: oklch(0.32 0.02 254.6);
-  --ring: oklch(0.71 0.15 254.6);
-  --chart-1: oklch(0.71 0.15 254.6);
-  --chart-2: oklch(0.63 0.12 200.43);
-  --chart-3: oklch(0.62 0.14 146.75);
-  --chart-4: oklch(0.6 0.17 95.21);
-  --chart-5: oklch(0.64 0.1 18.06);
-  --sidebar: oklch(0.18 0.02 254.6);
-  --sidebar-foreground: oklch(0.96 0.02 254.6);
-  --sidebar-primary: oklch(0.71 0.15 254.6);
-  --sidebar-primary-foreground: oklch(0.1 0.01 254.6);
-  --sidebar-accent: oklch(0.26 0.02 254.6);
-  --sidebar-accent-foreground: oklch(0.96 0.02 254.6);
-  --sidebar-border: oklch(0.26 0.02 254.6);
-  --sidebar-ring: oklch(0.71 0.15 254.6);
-}
+:root {
+  --radius: 0.75rem;
+  --background: #f7f8fb;
+  --foreground: #0f172a;
+  --card: #ffffff;
+  --card-foreground: #0f172a;
+  --popover: #ffffff;
+  --popover-foreground: #0f172a;
+  --primary: #00e8ff;
+  --primary-foreground: #020617;
+  --secondary: #0f172a;
+  --secondary-foreground: #f8fafc;
+  --muted: #e2e8f0;
+  --muted-foreground: #475569;
+  --accent: #dff7fb;
+  --accent-foreground: #0f172a;
+  --destructive: #ef4444;
+  --border: #d6d8de;
+  --input: #e4e7ec;
+  --ring: #00d6eb;
+  --chart-1: #00d6eb;
+  --chart-2: #0891b2;
+  --chart-3: #0e7490;
+  --chart-4: #155e75;
+  --chart-5: #0f4c5c;
+  --sidebar: #f2f5f7;
+  --sidebar-foreground: #0f172a;
+  --sidebar-primary: #00e8ff;
+  --sidebar-primary-foreground: #020617;
+  --sidebar-accent: #c4eef6;
+  --sidebar-accent-foreground: #0f172a;
+  --sidebar-border: #cbd5e1;
+  --sidebar-ring: #00d6eb;
+}
+
+.dark {
+  --background: #020617;
+  --foreground: #f8fafc;
+  --card: #0b1120;
+  --card-foreground: #f8fafc;
+  --popover: #0b1120;
+  --popover-foreground: #f8fafc;
+  --primary: #00d6eb;
+  --primary-foreground: #041019;
+  --secondary: #1f2937;
+  --secondary-foreground: #f9fafb;
+  --muted: #1e293b;
+  --muted-foreground: #cbd5f5;
+  --accent: #083344;
+  --accent-foreground: #f1f5f9;
+  --destructive: #f87171;
+  --border: #1f2933;
+  --input: #1e2933;
+  --ring: #00e6ff;
+  --chart-1: #00e6ff;
+  --chart-2: #0891b2;
+  --chart-3: #0e7490;
+  --chart-4: #155e75;
+  --chart-5: #0f4c5c;
+  --sidebar: #050c16;
+  --sidebar-foreground: #f8fafc;
+  --sidebar-primary: #00d6eb;
+  --sidebar-primary-foreground: #041019;
+  --sidebar-accent: #083344;
+  --sidebar-accent-foreground: #f8fafc;
+  --sidebar-border: #0f1b2a;
+  --sidebar-ring: #00e6ff;
+}
 
 @layer base {
   * {
@@ -127,7 +127,7 @@
     @apply text-foreground;
   }
   .rich-text p { @apply my-2; }
-  .rich-text a { @apply text-primary underline; }
+  .rich-text a { @apply text-[#00e8ff] underline; }
   .rich-text ul { @apply my-2 list-disc ps-5; }
   .rich-text ol { @apply my-2 list-decimal ps-5; }
   .rich-text li { @apply my-1; }
diff --git a/web/src/app/tickets/[id]/page.tsx b/web/src/app/tickets/[id]/page.tsx
index b150aee..98bacb4 100644
--- a/web/src/app/tickets/[id]/page.tsx
+++ b/web/src/app/tickets/[id]/page.tsx
@@ -21,7 +21,7 @@ export default async function TicketDetailPage({ params }: TicketDetailPageProps
           title={`Ticket #${id}`}
           lead={"Detalhes do ticket"}
           secondaryAction={<SiteHeader.SecondaryButton>Compartilhar</SiteHeader.SecondaryButton>}
-          primaryAction={<SiteHeader.PrimaryButton>Adicionar comentario</SiteHeader.PrimaryButton>}
+          primaryAction={<SiteHeader.PrimaryButton>Adicionar comentário</SiteHeader.PrimaryButton>}
         />
       }
     >
diff --git a/web/src/app/tickets/new/page.tsx b/web/src/app/tickets/new/page.tsx
index e7674c9..e110da6 100644
--- a/web/src/app/tickets/new/page.tsx
+++ b/web/src/app/tickets/new/page.tsx
@@ -1,122 +1,230 @@
-"use client";
+"use client"
 
-import { useMemo, useState } from "react";
-import type { Id } from "@/convex/_generated/dataModel";
-import type { TicketQueueSummary } from "@/lib/schemas/ticket";
-import { useRouter } from "next/navigation";
-import { useMutation, useQuery } from "convex/react";
+import { useMemo, useState } from "react"
+import { useRouter } from "next/navigation"
+import { useMutation, useQuery } from "convex/react"
+import { toast } from "sonner"
+import type { Id } from "@/convex/_generated/dataModel"
+import type { TicketPriority, TicketQueueSummary } from "@/lib/schemas/ticket"
+import { DEFAULT_TENANT_ID } from "@/lib/constants"
+import { useAuth } from "@/lib/auth-client"
 // eslint-disable-next-line @typescript-eslint/ban-ts-comment
 // @ts-ignore
-import { api } from "@/convex/_generated/api";
-import { DEFAULT_TENANT_ID } from "@/lib/constants";
-import { useAuth } from "@/lib/auth-client";
-import { RichTextEditor } from "@/components/ui/rich-text-editor";
+import { api } from "@/convex/_generated/api"
+import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Button } from "@/components/ui/button"
+import { Input } from "@/components/ui/input"
+import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
+import { RichTextEditor } from "@/components/ui/rich-text-editor"
+import { Spinner } from "@/components/ui/spinner"
+import { Badge } from "@/components/ui/badge"
+import { cn } from "@/lib/utils"
+import {
+  PriorityIcon,
+  priorityBadgeClass,
+  priorityItemClass,
+  priorityStyles,
+  priorityTriggerClass,
+} from "@/components/tickets/priority-select"
 
 export default function NewTicketPage() {
-  const router = useRouter();
-  const { userId } = useAuth();
-  const queues = (useQuery(api.queues.summary, { tenantId: DEFAULT_TENANT_ID }) as TicketQueueSummary[] | undefined) ?? [];
-  const create = useMutation(api.tickets.create);
-  const addComment = useMutation(api.tickets.addComment);
-  const ensureDefaults = useMutation(api.bootstrap.ensureDefaults);
+  const router = useRouter()
+  const { userId } = useAuth()
+  const queues = (useQuery(api.queues.summary, { tenantId: DEFAULT_TENANT_ID }) as TicketQueueSummary[] | undefined) ?? []
+  const create = useMutation(api.tickets.create)
+  const addComment = useMutation(api.tickets.addComment)
+  const ensureDefaults = useMutation(api.bootstrap.ensureDefaults)
 
-  const [subject, setSubject] = useState("");
-  const [summary, setSummary] = useState("");
-  const [priority, setPriority] = useState("MEDIUM");
-  const [channel, setChannel] = useState("MANUAL");
-  const [queueName, setQueueName] = useState<string | null>(null);
-  const [description, setDescription] = useState("");
+  const [subject, setSubject] = useState("")
+  const [summary, setSummary] = useState("")
+  const [priority, setPriority] = useState<TicketPriority>("MEDIUM")
+  const [channel, setChannel] = useState("MANUAL")
+  const [queueName, setQueueName] = useState<string | null>(null)
+  const [description, setDescription] = useState("")
+  const [loading, setLoading] = useState(false)
+  const [subjectError, setSubjectError] = useState<string | null>(null)
 
-  const queueOptions = useMemo(() => queues.map((q) => q.name), [queues]);
+  const queueOptions = useMemo(() => queues.map((q) => q.name), [queues])
 
-  async function submit(e: React.FormEvent) {
-    e.preventDefault();
-    if (!userId) return;
-    if (queues.length === 0) await ensureDefaults({ tenantId: DEFAULT_TENANT_ID });
-    // Encontrar a fila pelo nome (simples)
-    const selQueue = queues.find((q) => q.name === queueName);
-    const queueId = selQueue ? (selQueue.id as Id<"queues">) : undefined;
-    const id = await create({
-      tenantId: DEFAULT_TENANT_ID,
-      subject,
-      summary,
-      priority,
-      channel,
-      queueId,
-      requesterId: userId as Id<"users">,
-    });
-    const hasDescription = description.replace(/<[^>]*>/g, "").trim().length > 0
-    if (hasDescription) {
-      await addComment({ ticketId: id as Id<"tickets">, authorId: userId as Id<"users">, visibility: "PUBLIC", body: description, attachments: [] })
+  async function submit(event: React.FormEvent) {
+    event.preventDefault()
+    if (!userId || loading) return
+
+    const trimmedSubject = subject.trim()
+    if (trimmedSubject.length < 3) {
+      setSubjectError("Informe um assunto com pelo menos 3 caracteres.")
+      return
+    }
+    setSubjectError(null)
+
+    setLoading(true)
+    toast.loading("Criando ticket...", { id: "create-ticket" })
+    try {
+      if (queues.length === 0) await ensureDefaults({ tenantId: DEFAULT_TENANT_ID })
+      const selQueue = queues.find((q) => q.name === queueName)
+      const queueId = selQueue ? (selQueue.id as Id<"queues">) : undefined
+      const id = await create({
+        tenantId: DEFAULT_TENANT_ID,
+        subject: trimmedSubject,
+        summary: summary.trim() || undefined,
+        priority,
+        channel,
+        queueId,
+        requesterId: userId as Id<"users">,
+      })
+      const plainDescription = description.replace(/<[^>]*>/g, "").trim()
+      if (plainDescription.length > 0) {
+        await addComment({
+          ticketId: id as Id<"tickets">,
+          authorId: userId as Id<"users">,
+          visibility: "PUBLIC",
+          body: description,
+          attachments: [],
+        })
+      }
+      toast.success("Ticket criado!", { id: "create-ticket" })
+      router.replace(`/tickets/${id}`)
+    } catch (error) {
+      console.error(error)
+      toast.error("Não foi possível criar o ticket.", { id: "create-ticket" })
+    } finally {
+      setLoading(false)
     }
-    router.replace(`/tickets/${id}`);
   }
 
+  const selectTriggerClass = "flex h-8 w-full items-center justify-between rounded-full border border-slate-300 bg-white px-3 text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
+  const selectItemClass = "flex items-center gap-2 rounded-md px-2 py-2 text-sm text-neutral-800 transition data-[state=checked]:bg-[#00e8ff]/15 data-[state=checked]:text-neutral-900 focus:bg-[#00e8ff]/10"
+
   return (
-    <div className="mx-auto max-w-2xl p-6">
-      <h1 className="mb-4 text-xl font-semibold">Novo ticket</h1>
-      <form onSubmit={submit} className="space-y-4 rounded-xl border bg-card p-6">
-        <div className="space-y-2">
-          <label className="text-sm">Assunto</label>
-          <input className="w-full rounded-md border bg-background px-3 py-2" value={subject} onChange={(e) => setSubject(e.target.value)} required />
-        </div>
-        <div className="space-y-2">
-          <label className="text-sm">Resumo</label>
-          <textarea className="w-full rounded-md border bg-background px-3 py-2" value={summary} onChange={(e) => setSummary(e.target.value)} rows={3} />
-        </div>
-        <div className="space-y-2">
-          <label className="text-sm">Descrição</label>
-          <RichTextEditor value={description} onChange={setDescription} placeholder="Detalhe o problema, passos para reproduzir, links, etc." />
-        </div>
-        <div className="grid gap-4 sm:grid-cols-2">
-          <div className="space-y-2">
-            <label className="text-sm">Prioridade</label>
-            <select className="w-full rounded-md border bg-background px-3 py-2" value={priority} onChange={(e) => setPriority(e.target.value)}>
-              {[
-                ["LOW", "Baixa"],
-                ["MEDIUM", "Media"],
-                ["HIGH", "Alta"],
-                ["URGENT", "Urgente"],
-              ].map(([v, l]) => (
-                <option key={v} value={v}>
-                  {l}
-                </option>
-              ))}
-            </select>
-          </div>
-          <div className="space-y-2">
-            <label className="text-sm">Canal</label>
-            <select className="w-full rounded-md border bg-background px-3 py-2" value={channel} onChange={(e) => setChannel(e.target.value)}>
-              {[
-                ["EMAIL", "E-mail"],
-                ["WHATSAPP", "WhatsApp"],
-                ["CHAT", "Chat"],
-                ["PHONE", "Telefone"],
-                ["API", "API"],
-                ["MANUAL", "Manual"],
-              ].map(([v, l]) => (
-                <option key={v} value={v}>
-                  {l}
-                </option>
-              ))}
-            </select>
-          </div>
-        </div>
-        <div className="space-y-2">
-          <label className="text-sm">Fila</label>
-          <select className="w-full rounded-md border bg-background px-3 py-2" value={queueName ?? ""} onChange={(e) => setQueueName(e.target.value || null)}>
-            <option value="">Sem fila</option>
-            {queueOptions.map((q) => (
-              <option key={q} value={q}>
-                {q}
-              </option>
-            ))}
-          </select>
-        </div>
-        <div className="flex justify-end">
-          <button type="submit" className="inline-flex items-center justify-center rounded-md bg-primary px-3 py-2 text-sm font-medium text-primary-foreground">Criar</button>
-        </div>
-      </form>
+    <div className="mx-auto max-w-3xl px-6 py-8">
+      <Card className="rounded-2xl border border-slate-200 shadow-sm">
+        <CardHeader className="space-y-2">
+          <CardTitle className="text-2xl font-semibold text-neutral-900">Novo ticket</CardTitle>
+          <CardDescription className="text-sm text-neutral-600">Preencha as informações básicas para abrir um chamado.</CardDescription>
+        </CardHeader>
+        <CardContent>
+          <form onSubmit={submit} className="space-y-6">
+            <div className="space-y-2">
+              <label className="text-sm font-medium text-neutral-700" htmlFor="subject">
+                Assunto
+              </label>
+              <Input
+                id="subject"
+                value={subject}
+                onChange={(event) => {
+                  setSubject(event.target.value)
+                  if (subjectError) setSubjectError(null)
+                }}
+                placeholder="Ex.: Erro 500 no portal"
+                aria-invalid={subjectError ? "true" : undefined}
+              />
+              {subjectError ? <p className="text-xs font-medium text-red-500">{subjectError}</p> : null}
+            </div>
+            <div className="space-y-2">
+              <label className="text-sm font-medium text-neutral-700" htmlFor="summary">
+                Resumo
+              </label>
+              <textarea
+                id="summary"
+                className="min-h-[96px] w-full rounded-lg border border-slate-300 bg-white px-3 py-2 text-sm text-neutral-800 shadow-sm outline-none transition-colors focus-visible:border-[#00d6eb] focus-visible:ring-[3px] focus-visible:ring-[#00e8ff]/20"
+                value={summary}
+                onChange={(event) => setSummary(event.target.value)}
+              />
+            </div>
+            <div className="space-y-2">
+              <label className="text-sm font-medium text-neutral-700">Descrição</label>
+              <RichTextEditor value={description} onChange={setDescription} placeholder="Detalhe o problema, passos para reproduzir, links, etc." />
+            </div>
+            <div className="grid gap-4 sm:grid-cols-3">
+              <div className="space-y-2">
+                <span className="text-sm font-medium text-neutral-700">Prioridade</span>
+                <Select value={priority} onValueChange={(value) => setPriority(value as TicketPriority)}>
+                  <SelectTrigger className={cn(priorityTriggerClass, "w-full justify-between") }>
+                    <SelectValue>
+                      <Badge className={cn(priorityBadgeClass, priorityStyles[priority]?.badgeClass)}>
+                        <PriorityIcon value={priority} />
+                        {priorityStyles[priority]?.label ?? priority}
+                      </Badge>
+                    </SelectValue>
+                  </SelectTrigger>
+                  <SelectContent className="rounded-xl border border-slate-200 bg-white text-neutral-800 shadow-md">
+                    {(["LOW", "MEDIUM", "HIGH", "URGENT"] as const).map((option) => (
+                      <SelectItem key={option} value={option} className={priorityItemClass}>
+                        <span className="inline-flex items-center gap-2">
+                          <PriorityIcon value={option} />
+                          {priorityStyles[option].label}
+                        </span>
+                      </SelectItem>
+                    ))}
+                  </SelectContent>
+                </Select>
+              </div>
+              <div className="space-y-2">
+                <span className="text-sm font-medium text-neutral-700">Canal</span>
+                <Select value={channel} onValueChange={setChannel}>
+                  <SelectTrigger className={selectTriggerClass}>
+                    <SelectValue placeholder="Canal" />
+                  </SelectTrigger>
+                  <SelectContent className="rounded-xl border border-slate-200 bg-white text-neutral-800 shadow-md">
+                    <SelectItem value="EMAIL" className={selectItemClass}>
+                      E-mail
+                    </SelectItem>
+                    <SelectItem value="WHATSAPP" className={selectItemClass}>
+                      WhatsApp
+                    </SelectItem>
+                    <SelectItem value="CHAT" className={selectItemClass}>
+                      Chat
+                    </SelectItem>
+                    <SelectItem value="PHONE" className={selectItemClass}>
+                      Telefone
+                    </SelectItem>
+                    <SelectItem value="API" className={selectItemClass}>
+                      API
+                    </SelectItem>
+                    <SelectItem value="MANUAL" className={selectItemClass}>
+                      Manual
+                    </SelectItem>
+                  </SelectContent>
+                </Select>
+              </div>
+              <div className="space-y-2">
+                <span className="text-sm font-medium text-neutral-700">Fila</span>
+                <Select value={queueName ?? "NONE"} onValueChange={(value) => setQueueName(value === "NONE" ? null : value)}>
+                  <SelectTrigger className={selectTriggerClass}>
+                    <SelectValue placeholder="Sem fila" />
+                  </SelectTrigger>
+                  <SelectContent className="rounded-xl border border-slate-200 bg-white text-neutral-800 shadow-md">
+                    <SelectItem value="NONE" className={selectItemClass}>
+                      Sem fila
+                    </SelectItem>
+                    {queueOptions.map((name) => (
+                      <SelectItem key={name} value={name} className={selectItemClass}>
+                        {name}
+                      </SelectItem>
+                    ))}
+                  </SelectContent>
+                </Select>
+              </div>
+            </div>
+            <div className="flex justify-end">
+              <Button
+                type="submit"
+                className="min-w-[120px] rounded-lg border border-black bg-black px-4 py-2 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30"
+                disabled={loading}
+              >
+                {loading ? (
+                  <>
+                    <Spinner className="me-2" />
+                    Criando...
+                  </>
+                ) : (
+                  "Criar"
+                )}
+              </Button>
+            </div>
+          </form>
+        </CardContent>
+      </Card>
     </div>
-  );
+  )
 }
diff --git a/web/src/components/app-sidebar.tsx b/web/src/components/app-sidebar.tsx
index 2eba29e..d43001e 100644
--- a/web/src/components/app-sidebar.tsx
+++ b/web/src/components/app-sidebar.tsx
@@ -33,8 +33,8 @@ import {
   SidebarRail,
 } from "@/components/ui/sidebar"
 
-const navigation = {
-  versions: ["MVP", "Beta", "Roadmap"],
+const navigation = {
+  versions: ["0.0.1"],
   navMain: [
     {
       title: "Operação",
@@ -82,7 +82,7 @@ export function AppSidebar({ ...props }: React.ComponentProps<typeof Sidebar>) {
     <Sidebar {...props}>
       <SidebarHeader className="gap-3">
         <VersionSwitcher
-          label="Release"
+          label="Sistema de chamados"
           versions={[...navigation.versions]}
           defaultVersion={navigation.versions[0]}
         />
diff --git a/web/src/components/tickets/delete-ticket-dialog.tsx b/web/src/components/tickets/delete-ticket-dialog.tsx
index 9cb51c5..ea5601d 100644
--- a/web/src/components/tickets/delete-ticket-dialog.tsx
+++ b/web/src/components/tickets/delete-ticket-dialog.tsx
@@ -38,8 +38,12 @@ export function DeleteTicketDialog({ ticketId }: { ticketId: Id<"tickets"> }) {
   return (
     <Dialog open={open} onOpenChange={setOpen}>
       <DialogTrigger asChild>
-        <Button variant="ghost" size="sm" className="gap-2 text-destructive hover:bg-destructive/10">
-          <Trash2 className="size-4" /> Excluir
+        <Button
+          size="icon"
+          aria-label="Excluir ticket"
+          className="border border-[#fca5a5] bg-[#fecaca] text-[#7f1d1d] shadow-sm transition hover:bg-[#fca5a5] focus-visible:ring-[#fca5a5]/30"
+        >
+          <Trash2 className="size-4 text-current" />
         </Button>
       </DialogTrigger>
       <DialogContent className="max-w-md">
diff --git a/web/src/components/tickets/new-ticket-dialog.tsx b/web/src/components/tickets/new-ticket-dialog.tsx
index d52cd73..87d0667 100644
--- a/web/src/components/tickets/new-ticket-dialog.tsx
+++ b/web/src/components/tickets/new-ticket-dialog.tsx
@@ -3,7 +3,7 @@
 import { z } from "zod"
 import { useState } from "react"
 import type { Id } from "@/convex/_generated/dataModel"
-import type { TicketQueueSummary } from "@/lib/schemas/ticket"
+import type { TicketPriority, TicketQueueSummary } from "@/lib/schemas/ticket"
 import { useMutation, useQuery } from "convex/react"
 // @ts-ignore
 import { api } from "@/convex/_generated/api"
@@ -20,6 +20,15 @@ import { toast } from "sonner"
 import { Spinner } from "@/components/ui/spinner"
 import { Dropzone } from "@/components/ui/dropzone"
 import { RichTextEditor } from "@/components/ui/rich-text-editor"
+import { Badge } from "@/components/ui/badge"
+import { cn } from "@/lib/utils"
+import {
+  PriorityIcon,
+  priorityBadgeClass,
+  priorityItemClass,
+  priorityStyles,
+  priorityTriggerClass,
+} from "@/components/tickets/priority-select"
 
 const schema = z.object({
   subject: z.string().min(3, "Informe um assunto"),
@@ -43,6 +52,11 @@ export function NewTicketDialog() {
   const create = useMutation(api.tickets.create)
   const addComment = useMutation(api.tickets.addComment)
   const [attachments, setAttachments] = useState<Array<{ storageId: string; name: string; size?: number; type?: string }>>([])
+  const priorityValue = form.watch("priority") as TicketPriority
+  const channelValue = form.watch("channel")
+  const queueValue = form.watch("queueName") ?? "NONE"
+  const selectTriggerClass = "flex h-8 w-full items-center justify-between rounded-full border border-slate-300 bg-white px-3 text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
+  const selectItemClass = "flex items-center gap-2 rounded-md px-2 py-2 text-sm text-neutral-800 transition data-[state=checked]:bg-[#00e8ff]/15 data-[state=checked]:text-neutral-900 focus:bg-[#00e8ff]/10"
 
   async function submit(values: z.infer<typeof schema>) {
     if (!userId) return
@@ -91,7 +105,12 @@ export function NewTicketDialog() {
   return (
     <Dialog open={open} onOpenChange={setOpen}>
       <DialogTrigger asChild>
-        <Button size="sm">Novo ticket</Button>
+        <Button
+          size="sm"
+          className="rounded-lg border border-black bg-black px-3 py-1.5 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30"
+        >
+          Novo ticket
+        </Button>
       </DialogTrigger>
       <DialogContent>
         <DialogHeader>
@@ -126,53 +145,90 @@ export function NewTicketDialog() {
               <div className="grid gap-3 sm:grid-cols-3">
                 <Field>
                   <FieldLabel>Prioridade</FieldLabel>
-                  <Select value={form.watch("priority")} onValueChange={(v) => form.setValue("priority", v as z.infer<typeof schema>["priority"])}>
-                    <SelectTrigger><SelectValue placeholder="Prioridade" /></SelectTrigger>
-                    <SelectContent>
-                      <SelectItem value="LOW">Baixa</SelectItem>
-                      <SelectItem value="MEDIUM">Média</SelectItem>
-                      <SelectItem value="HIGH">Alta</SelectItem>
-                      <SelectItem value="URGENT">Urgente</SelectItem>
+                  <Select value={priorityValue} onValueChange={(v) => form.setValue("priority", v as z.infer<typeof schema>["priority"])}>
+                    <SelectTrigger className={cn(priorityTriggerClass, "w-full justify-between")}>
+                      <SelectValue>
+                        <Badge className={cn(priorityBadgeClass, priorityStyles[priorityValue]?.badgeClass)}>
+                          <PriorityIcon value={priorityValue} />
+                          {priorityStyles[priorityValue]?.label ?? priorityValue}
+                        </Badge>
+                      </SelectValue>
+                    </SelectTrigger>
+                    <SelectContent className="rounded-xl border border-slate-200 bg-white text-neutral-800 shadow-md">
+                      {(["LOW", "MEDIUM", "HIGH", "URGENT"] as const).map((option) => (
+                        <SelectItem key={option} value={option} className={priorityItemClass}>
+                          <span className="inline-flex items-center gap-2">
+                            <PriorityIcon value={option} />
+                            {priorityStyles[option].label}
+                          </span>
+                        </SelectItem>
+                      ))}
                     </SelectContent>
                   </Select>
                 </Field>
                 <Field>
                   <FieldLabel>Canal</FieldLabel>
-                  <Select value={form.watch("channel")} onValueChange={(v) => form.setValue("channel", v as z.infer<typeof schema>["channel"])}>
-                    <SelectTrigger><SelectValue placeholder="Canal" /></SelectTrigger>
-                    <SelectContent>
-                      <SelectItem value="EMAIL">E-mail</SelectItem>
-                      <SelectItem value="WHATSAPP">WhatsApp</SelectItem>
-                      <SelectItem value="CHAT">Chat</SelectItem>
-                      <SelectItem value="PHONE">Telefone</SelectItem>
-                      <SelectItem value="API">API</SelectItem>
-                      <SelectItem value="MANUAL">Manual</SelectItem>
+                  <Select value={channelValue} onValueChange={(v) => form.setValue("channel", v as z.infer<typeof schema>["channel"])}>
+                    <SelectTrigger className={selectTriggerClass}>
+                      <SelectValue placeholder="Canal" />
+                    </SelectTrigger>
+                    <SelectContent className="rounded-xl border border-slate-200 bg-white text-neutral-800 shadow-md">
+                      <SelectItem value="EMAIL" className={selectItemClass}>
+                        E-mail
+                      </SelectItem>
+                      <SelectItem value="WHATSAPP" className={selectItemClass}>
+                        WhatsApp
+                      </SelectItem>
+                      <SelectItem value="CHAT" className={selectItemClass}>
+                        Chat
+                      </SelectItem>
+                      <SelectItem value="PHONE" className={selectItemClass}>
+                        Telefone
+                      </SelectItem>
+                      <SelectItem value="API" className={selectItemClass}>
+                        API
+                      </SelectItem>
+                      <SelectItem value="MANUAL" className={selectItemClass}>
+                        Manual
+                      </SelectItem>
+                    </SelectContent>
+                  </Select>
+                </Field>
+                <Field>
+                  <FieldLabel>Fila</FieldLabel>
+                  <Select value={queueValue} onValueChange={(v) => form.setValue("queueName", v === "NONE" ? null : v)}>
+                    <SelectTrigger className={selectTriggerClass}>
+                      <SelectValue placeholder="Sem fila" />
+                    </SelectTrigger>
+                    <SelectContent className="rounded-xl border border-slate-200 bg-white text-neutral-800 shadow-md">
+                      <SelectItem value="NONE" className={selectItemClass}>
+                        Sem fila
+                      </SelectItem>
+                      {queues.map((q) => (
+                        <SelectItem key={q.id} value={q.name} className={selectItemClass}>
+                          {q.name}
+                        </SelectItem>
+                      ))}
                     </SelectContent>
                   </Select>
                 </Field>
-              <Field>
-                <FieldLabel>Fila</FieldLabel>
-                {(() => {
-                  const NONE = "NONE";
-                  const current = form.watch("queueName") ?? NONE;
-                  return (
-                    <Select value={current} onValueChange={(v) => form.setValue("queueName", v === NONE ? null : v)}>
-                      <SelectTrigger><SelectValue placeholder="Sem fila" /></SelectTrigger>
-                      <SelectContent>
-                        <SelectItem value={NONE}>Sem fila</SelectItem>
-                        {queues.map((q) => (
-                          <SelectItem key={q.id} value={q.name}>{q.name}</SelectItem>
-                        ))}
-                      </SelectContent>
-                    </Select>
-                  )
-                })()}
-              </Field>
               </div>
             </FieldGroup>
           </FieldSet>
           <div className="flex justify-end">
-            <Button type="submit" disabled={loading}>{loading ? (<><Spinner className="me-2" /> Criando…</>) : "Criar"}</Button>
+            <Button
+              type="submit"
+              disabled={loading}
+              className="rounded-lg border border-black bg-black px-4 py-2 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30 disabled:opacity-60"
+            >
+              {loading ? (
+                <>
+                  <Spinner className="me-2" /> Criando…
+                </>
+              ) : (
+                "Criar"
+              )}
+            </Button>
           </div>
         </form>
       </DialogContent>
diff --git a/web/src/components/tickets/priority-pill.tsx b/web/src/components/tickets/priority-pill.tsx
index 376965f..baabfdb 100644
--- a/web/src/components/tickets/priority-pill.tsx
+++ b/web/src/components/tickets/priority-pill.tsx
@@ -1,20 +1,15 @@
 import { type TicketPriority } from "@/lib/schemas/ticket"
 import { Badge } from "@/components/ui/badge"
 import { cn } from "@/lib/utils"
+import { PriorityIcon, priorityStyles } from "@/components/tickets/priority-select"
 
-const priorityStyles: Record<TicketPriority, { label: string; className: string }> = {
-  LOW: { label: "Baixa", className: "border border-slate-200 bg-slate-100 text-slate-700" },
-  MEDIUM: { label: "Média", className: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
-  HIGH: { label: "Alta", className: "border border-slate-200 bg-[#fde8d1] text-[#7d3b05]" },
-  URGENT: { label: "Urgente", className: "border border-slate-200 bg-[#fbd9dd] text-[#8b0f1c]" },
-}
-
-const baseClass = "inline-flex items-center rounded-full px-3 py-0.5 text-xs font-semibold"
+const baseClass = "inline-flex items-center gap-1.5 rounded-full px-3 py-0.5 text-xs font-semibold"
 
 export function TicketPriorityPill({ priority }: { priority: TicketPriority }) {
   const styles = priorityStyles[priority]
   return (
-    <Badge className={cn(baseClass, styles?.className)}>
+    <Badge className={cn(baseClass, styles?.badgeClass)}>
+      <PriorityIcon value={priority} />
       {styles?.label ?? priority}
     </Badge>
   )
diff --git a/web/src/components/tickets/priority-select.tsx b/web/src/components/tickets/priority-select.tsx
index d3e82dd..46dada8 100644
--- a/web/src/components/tickets/priority-select.tsx
+++ b/web/src/components/tickets/priority-select.tsx
@@ -13,19 +13,19 @@ import { toast } from "sonner"
 import { ArrowDown, ArrowRight, ArrowUp, ChevronsUp } from "lucide-react"
 import { cn } from "@/lib/utils"
 
-const priorityStyles: Record<TicketPriority, { label: string; badgeClass: string }> = {
+export const priorityStyles: Record<TicketPriority, { label: string; badgeClass: string }> = {
   LOW: { label: "Baixa", badgeClass: "border border-slate-200 bg-slate-100 text-slate-700" },
   MEDIUM: { label: "Média", badgeClass: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
   HIGH: { label: "Alta", badgeClass: "border border-slate-200 bg-[#fde8d1] text-[#7d3b05]" },
   URGENT: { label: "Urgente", badgeClass: "border border-slate-200 bg-[#fbd9dd] text-[#8b0f1c]" },
 }
 
-const triggerClass = "h-8 w-[160px] rounded-full border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
-const itemClass = "flex items-center gap-2 rounded-md px-2 py-2 text-sm text-neutral-800 transition data-[state=checked]:bg-[#00e8ff]/15 data-[state=checked]:text-neutral-900 focus:bg-[#00e8ff]/10"
+export const priorityTriggerClass = "h-8 w-[160px] rounded-full border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
+export const priorityItemClass = "flex items-center gap-2 rounded-md px-2 py-2 text-sm text-neutral-800 transition data-[state=checked]:bg-[#00e8ff]/15 data-[state=checked]:text-neutral-900 focus:bg-[#00e8ff]/10"
 const iconClass = "size-4 text-neutral-700"
-const baseBadgeClass = "inline-flex items-center gap-2 rounded-full px-3 py-0.5 text-xs font-semibold"
+export const priorityBadgeClass = "inline-flex items-center gap-2 rounded-full px-3 py-0.5 text-xs font-semibold"
 
-function PriorityIcon({ value }: { value: TicketPriority }) {
+export function PriorityIcon({ value }: { value: TicketPriority }) {
   if (value === "LOW") return <ArrowDown className={iconClass} />
   if (value === "MEDIUM") return <ArrowRight className={iconClass} />
   if (value === "HIGH") return <ArrowUp className={iconClass} />
@@ -55,9 +55,9 @@ export function PrioritySelect({ ticketId, value }: { ticketId: string; value: T
         }
       }}
     >
-      <SelectTrigger className={triggerClass}>
+      <SelectTrigger className={priorityTriggerClass}>
         <SelectValue>
-          <Badge className={cn(baseBadgeClass, priorityStyles[priority]?.badgeClass)}>
+          <Badge className={cn(priorityBadgeClass, priorityStyles[priority]?.badgeClass)}>
             <PriorityIcon value={priority} />
             {priorityStyles[priority]?.label ?? priority}
           </Badge>
@@ -65,7 +65,7 @@ export function PrioritySelect({ ticketId, value }: { ticketId: string; value: T
       </SelectTrigger>
       <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
         {(["LOW", "MEDIUM", "HIGH", "URGENT"] as const).map((option) => (
-          <SelectItem key={option} value={option} className={itemClass}>
+          <SelectItem key={option} value={option} className={priorityItemClass}>
             <span className="inline-flex items-center gap-2">
               <PriorityIcon value={option} />
               {priorityStyles[option].label}
diff --git a/web/src/components/tickets/ticket-comments.rich.tsx b/web/src/components/tickets/ticket-comments.rich.tsx
index 97ad8c9..f145b9b 100644
--- a/web/src/components/tickets/ticket-comments.rich.tsx
+++ b/web/src/components/tickets/ticket-comments.rich.tsx
@@ -4,7 +4,7 @@ import { useMemo, useState } from "react"
 import { formatDistanceToNow } from "date-fns"
 import { ptBR } from "date-fns/locale"
 import { IconLock, IconMessage } from "@tabler/icons-react"
-import { Download, FileIcon } from "lucide-react"
+import { FileIcon, Trash2, X } from "lucide-react"
 import { useMutation } from "convex/react"
 // @ts-ignore
 import { api } from "@/convex/_generated/api"
@@ -18,7 +18,7 @@ import { Button } from "@/components/ui/button"
 import { toast } from "sonner"
 import { Dropzone } from "@/components/ui/dropzone"
 import { RichTextEditor, RichTextContent, sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
-import { Dialog, DialogContent } from "@/components/ui/dialog"
+import { Dialog, DialogContent, DialogDescription, DialogHeader, DialogTitle } from "@/components/ui/dialog"
 import { Select, SelectTrigger, SelectValue, SelectContent, SelectItem } from "@/components/ui/select"
 import { Empty, EmptyDescription, EmptyHeader, EmptyMedia, EmptyTitle } from "@/components/ui/empty"
 
@@ -28,16 +28,20 @@ interface TicketCommentsProps {
 
 const badgeInternal = "gap-1 rounded-full border border-slate-300 bg-neutral-900 px-2 py-0.5 text-xs font-semibold uppercase tracking-wide text-white"
 const selectTriggerClass = "h-8 w-[140px] rounded-lg border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
-const submitButtonClass = "inline-flex items-center gap-2 rounded-lg border border-black bg-[#00e8ff] px-3 py-2 text-sm font-semibold text-black transition hover:bg-[#00d6eb]"
+const submitButtonClass =
+  "inline-flex items-center gap-2 rounded-lg border border-black bg-black px-3 py-2 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30"
 
 export function TicketComments({ ticket }: TicketCommentsProps) {
   const { userId } = useAuth()
   const addComment = useMutation(api.tickets.addComment)
+  const removeAttachment = useMutation(api.tickets.removeCommentAttachment)
   const [body, setBody] = useState("")
   const [attachmentsToSend, setAttachmentsToSend] = useState<Array<{ storageId: string; name: string; size?: number; type?: string; previewUrl?: string }>>([])
   const [preview, setPreview] = useState<string | null>(null)
   const [pending, setPending] = useState<Pick<TicketWithDetails["comments"][number], "id" | "author" | "visibility" | "body" | "attachments" | "createdAt" | "updatedAt">[]>([])
   const [visibility, setVisibility] = useState<"PUBLIC" | "INTERNAL">("PUBLIC")
+  const [attachmentToRemove, setAttachmentToRemove] = useState<{ commentId: string; attachmentId: string; name: string } | null>(null)
+  const [removingAttachment, setRemovingAttachment] = useState(false)
 
   const commentsAll = useMemo(() => {
     return [...pending, ...ticket.comments]
@@ -47,7 +51,10 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
     event.preventDefault()
     if (!userId) return
     const now = new Date()
-    const attachments = attachmentsToSend
+    const attachments = attachmentsToSend.map((item) => ({ ...item }))
+    const previewsToRevoke = attachments
+      .map((attachment) => attachment.previewUrl)
+      .filter((previewUrl): previewUrl is string => Boolean(previewUrl && previewUrl.startsWith("blob:")))
     const optimistic = {
       id: `temp-${now.getTime()}`,
       author: ticket.requester,
@@ -56,6 +63,7 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
       attachments: attachments.map((attachment) => ({
         id: attachment.storageId,
         name: attachment.name,
+        type: attachment.type,
         url: attachment.previewUrl,
       })),
       createdAt: now,
@@ -87,6 +95,34 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
       setPending([])
       toast.error("Falha ao enviar comentário.", { id: "comment" })
     }
+    previewsToRevoke.forEach((previewUrl) => {
+      try {
+        URL.revokeObjectURL(previewUrl)
+      } catch (error) {
+        console.error("Failed to revoke preview URL", error)
+      }
+    })
+  }
+
+  async function handleRemoveAttachment() {
+    if (!attachmentToRemove || !userId) return
+    setRemovingAttachment(true)
+    toast.loading("Removendo anexo...", { id: "remove-attachment" })
+    try {
+      await removeAttachment({
+        ticketId: ticket.id as unknown as Id<"tickets">,
+        commentId: attachmentToRemove.commentId as Id<"ticketComments">,
+        attachmentId: attachmentToRemove.attachmentId as Id<"_storage">,
+        actorId: userId as Id<"users">,
+      })
+      toast.success("Anexo removido.", { id: "remove-attachment" })
+      setAttachmentToRemove(null)
+    } catch (error) {
+      console.error(error)
+      toast.error("Não foi possível remover o anexo.", { id: "remove-attachment" })
+    } finally {
+      setRemovingAttachment(false)
+    }
   }
 
   return (
@@ -114,6 +150,9 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
               .slice(0, 2)
               .map((part) => part[0]?.toUpperCase())
               .join("")
+            const bodyHtml = comment.body ?? ""
+            const bodyPlain = bodyHtml.replace(/<[^>]*>/g, "").trim()
+            const hasBody = bodyPlain.length > 0
 
             return (
               <div key={comment.id} className="flex gap-3">
@@ -133,39 +172,62 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
                       {formatDistanceToNow(comment.createdAt, { addSuffix: true, locale: ptBR })}
                     </span>
                   </div>
-                  <div className="break-words rounded-xl border border-slate-200 bg-white px-3 py-2 text-sm leading-relaxed text-neutral-700">
-                    <RichTextContent html={comment.body} />
-                  </div>
+                  {hasBody ? (
+                    <div className="break-words rounded-xl border border-slate-200 bg-white px-3 py-2 text-sm leading-relaxed text-neutral-700">
+                      <RichTextContent html={bodyHtml} />
+                    </div>
+                  ) : null}
                   {comment.attachments?.length ? (
                     <div className="grid max-w-xl grid-cols-[repeat(auto-fill,minmax(96px,1fr))] gap-3">
                       {comment.attachments.map((attachment) => {
-                        const isImage = (attachment?.url ?? "").match(/\.(png|jpe?g|gif|webp|svg)$/i)
-                        if (isImage && attachment.url) {
-                          return (
-                            <button
-                              key={attachment.id}
-                              type="button"
-                              onClick={() => setPreview(attachment.url || null)}
-                              className="group overflow-hidden rounded-lg border border-slate-200 bg-white p-0.5 hover:border-slate-400"
-                            >
-                              <img src={attachment.url} alt={attachment.name} className="h-24 w-24 rounded-md object-cover" />
-                              <div className="mt-1 line-clamp-1 w-24 text-ellipsis text-center text-[11px] text-neutral-500">
-                                {attachment.name}
-                              </div>
-                            </button>
-                          )
+                        const name = attachment?.name ?? ""
+                        const url = attachment?.url
+                        const type = attachment?.type ?? ""
+                        const isImage =
+                          (!!type && type.startsWith("image/")) ||
+                          /\.(png|jpe?g|gif|webp|svg)$/i.test(name) ||
+                          /\.(png|jpe?g|gif|webp|svg)$/i.test(url ?? "")
+                        const openRemovalModal = (event: React.MouseEvent) => {
+                          event.preventDefault()
+                          event.stopPropagation()
+                          setAttachmentToRemove({ commentId: comment.id, attachmentId: attachment.id, name })
                         }
                         return (
-                          <a
+                          <div
                             key={attachment.id}
-                            href={attachment.url}
-                            download={attachment.name}
-                            target="_blank"
-                            className="flex items-center gap-2 rounded-md border border-slate-200 px-2 py-1 text-xs text-neutral-800 hover:border-slate-400"
+                            className="group relative overflow-hidden rounded-lg border border-slate-200 bg-white p-0.5 shadow-sm"
                           >
-                            <FileIcon className="size-3.5 text-neutral-700" /> {attachment.name}
-                            {attachment.url ? <Download className="size-3.5 text-neutral-700" /> : null}
-                          </a>
+                            {isImage && url ? (
+                              <button
+                                type="button"
+                                onClick={() => setPreview(url || null)}
+                                className="block w-full overflow-hidden rounded-md"
+                              >
+                                <img src={url} alt={name} className="h-24 w-full rounded-md object-cover" />
+                              </button>
+                            ) : (
+                              <a
+                                href={url ?? undefined}
+                                download={name || undefined}
+                                target="_blank"
+                                className="flex h-24 w-full flex-col items-center justify-center gap-2 rounded-md bg-slate-50 text-xs text-neutral-700 transition hover:bg-slate-100"
+                              >
+                                <FileIcon className="size-5 text-neutral-600" />
+                                {url ? <span className="font-medium">Baixar</span> : <span>Pendente</span>}
+                              </a>
+                            )}
+                            <button
+                              type="button"
+                              onClick={openRemovalModal}
+                              aria-label={`Remover ${name}`}
+                              className="absolute right-1.5 top-1.5 inline-flex size-7 items-center justify-center rounded-full border border-black bg-black text-white opacity-0 transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-black/30 focus-visible:opacity-100 group-hover:opacity-100"
+                            >
+                              <X className="size-3.5" />
+                            </button>
+                            <div className="mt-1 line-clamp-1 w-full text-ellipsis text-center text-[11px] text-neutral-500">
+                              {name}
+                            </div>
+                          </div>
                         )
                       })}
                     </div>
@@ -178,6 +240,55 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
         <form onSubmit={handleSubmit} className="mt-4 space-y-3">
           <RichTextEditor value={body} onChange={setBody} placeholder="Escreva um comentário..." />
           <Dropzone onUploaded={(files) => setAttachmentsToSend((prev) => [...prev, ...files])} />
+          {attachmentsToSend.length > 0 ? (
+            <div className="grid max-w-xl grid-cols-[repeat(auto-fill,minmax(96px,1fr))] gap-3">
+              {attachmentsToSend.map((attachment, index) => {
+                const name = attachment.name
+                const previewUrl = attachment.previewUrl
+                const isImage =
+                  (attachment.type ?? "").startsWith("image/") ||
+                  /\.(png|jpe?g|gif|webp|svg)$/i.test(name)
+                return (
+                  <div key={`${attachment.storageId}-${index}`} className="group relative overflow-hidden rounded-lg border border-slate-200 bg-white p-0.5">
+                    {isImage && previewUrl ? (
+                      <button
+                        type="button"
+                        onClick={() => setPreview(previewUrl || null)}
+                        className="block w-full overflow-hidden rounded-md"
+                      >
+                        <img src={previewUrl} alt={name} className="h-24 w-full rounded-md object-cover" />
+                      </button>
+                    ) : (
+                      <div className="flex h-24 w-full flex-col items-center justify-center gap-2 rounded-md bg-slate-50 text-xs text-neutral-600">
+                        <FileIcon className="size-4" />
+                        <span className="line-clamp-2 px-2 text-center">{name}</span>
+                      </div>
+                    )}
+                    <button
+                      type="button"
+                      onClick={() =>
+                        setAttachmentsToSend((prev) => {
+                          const next = [...prev]
+                          const removed = next.splice(index, 1)[0]
+                          if (removed?.previewUrl?.startsWith("blob:")) {
+                            URL.revokeObjectURL(removed.previewUrl)
+                          }
+                          return next
+                        })
+                      }
+                      className="absolute right-1.5 top-1.5 inline-flex size-7 items-center justify-center rounded-full border border-black bg-black text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-black/30"
+                      aria-label={`Remover ${name}`}
+                    >
+                      <X className="size-3.5" />
+                    </button>
+                    <div className="mt-1 line-clamp-1 w-full text-ellipsis text-center text-[11px] text-neutral-500">
+                      {name}
+                    </div>
+                  </div>
+                )
+              })}
+            </div>
+          ) : null}
           <div className="flex items-center justify-between gap-2">
             <div className="flex items-center gap-2 text-xs text-neutral-600">
               Visibilidade:
@@ -196,6 +307,36 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
             </Button>
           </div>
         </form>
+        <Dialog open={!!attachmentToRemove} onOpenChange={(open) => { if (!open && !removingAttachment) setAttachmentToRemove(null) }}>
+          <DialogContent className="max-w-sm space-y-4">
+            <DialogHeader>
+              <DialogTitle>Remover anexo</DialogTitle>
+              <DialogDescription>
+                Tem certeza de que deseja remover "{attachmentToRemove?.name}" deste comentário?
+              </DialogDescription>
+            </DialogHeader>
+            <div className="flex justify-end gap-2">
+              <Button
+                type="button"
+                variant="outline"
+                onClick={() => setAttachmentToRemove(null)}
+                className="rounded-lg border border-slate-200 px-4 py-2 text-sm font-medium text-neutral-700 hover:bg-slate-100"
+                disabled={removingAttachment}
+              >
+                Cancelar
+              </Button>
+              <Button
+                type="button"
+                onClick={handleRemoveAttachment}
+                disabled={removingAttachment}
+                className="inline-flex items-center gap-2 rounded-lg border border-black bg-black px-4 py-2 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30 disabled:opacity-60"
+              >
+                <Trash2 className="size-4" />
+                {removingAttachment ? "Removendo..." : "Excluir"}
+              </Button>
+            </div>
+          </DialogContent>
+        </Dialog>
         <Dialog open={!!preview} onOpenChange={(open) => !open && setPreview(null)}>
           <DialogContent className="max-w-3xl p-0">
             {preview ? <img src={preview} alt="Preview" className="h-auto w-full rounded-xl" /> : null}
diff --git a/web/src/components/tickets/ticket-summary-header.tsx b/web/src/components/tickets/ticket-summary-header.tsx
index 3f2e37d..7dd3003 100644
--- a/web/src/components/tickets/ticket-summary-header.tsx
+++ b/web/src/components/tickets/ticket-summary-header.tsx
@@ -1,7 +1,7 @@
 "use client"
 
-import { useMemo, useState } from "react"
-import { format } from "date-fns"
+import { useEffect, useMemo, useState } from "react"
+import { format, formatDistanceToNow } from "date-fns"
 import { ptBR } from "date-fns/locale"
 import { IconPlayerPause, IconPlayerPlay } from "@tabler/icons-react"
 import { useMutation, useQuery } from "convex/react"
@@ -26,15 +26,35 @@ interface TicketHeaderProps {
   ticket: TicketWithDetails
 }
 
-const cardClass = "space-y-4 rounded-2xl border border-slate-200 bg-white p-6 shadow-sm"
+const cardClass = "relative space-y-4 rounded-2xl border border-slate-200 bg-white p-6 shadow-sm"
 const referenceBadgeClass = "inline-flex items-center gap-1 rounded-full border border-slate-200 bg-white px-3 py-1 text-xs font-semibold text-neutral-700"
-const startButtonClass = "inline-flex items-center gap-1 rounded-lg border border-black bg-[#00e8ff] px-3 py-1.5 text-sm font-semibold text-black transition hover:bg-[#00d6eb]"
-const pauseButtonClass = "inline-flex items-center gap-1 rounded-lg border border-black bg-black px-3 py-1.5 text-sm font-semibold text-white transition hover:bg-black/90"
-const editButtonClass = "inline-flex items-center gap-1 rounded-lg border border-black bg-black px-3 py-1.5 text-sm font-semibold text-white transition hover:bg-black/90"
+const startButtonClass =
+  "inline-flex items-center gap-1 rounded-lg border border-black bg-black px-3 py-1.5 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-black/30"
+const pauseButtonClass =
+  "inline-flex items-center gap-1 rounded-lg border border-black bg-black px-3 py-1.5 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30"
+const editButtonClass =
+  "inline-flex items-center gap-1 rounded-lg border border-black bg-black px-3 py-1.5 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30"
 const selectTriggerClass = "h-8 w-[220px] rounded-lg border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
 const smallSelectTriggerClass = "h-8 w-[180px] rounded-lg border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
 const sectionLabelClass = "text-xs font-semibold uppercase tracking-wide text-neutral-500"
 const sectionValueClass = "font-medium text-neutral-900"
+const subtleBadgeClass =
+  "inline-flex items-center rounded-full border border-slate-200 bg-slate-50 px-2.5 py-0.5 text-[11px] font-medium text-neutral-600"
+
+function formatDuration(durationMs: number) {
+  if (durationMs <= 0) return "0s"
+  const totalSeconds = Math.floor(durationMs / 1000)
+  const hours = Math.floor(totalSeconds / 3600)
+  const minutes = Math.floor((totalSeconds % 3600) / 60)
+  const seconds = totalSeconds % 60
+  if (hours > 0) {
+    return `${hours}h ${minutes.toString().padStart(2, "0")}m`
+  }
+  if (minutes > 0) {
+    return `${minutes}m ${seconds.toString().padStart(2, "0")}s`
+  }
+  return `${seconds}s`
+}
 
 export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
   const { userId } = useAuth()
@@ -42,10 +62,19 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
   const changeQueue = useMutation(api.tickets.changeQueue)
   const updateSubject = useMutation(api.tickets.updateSubject)
   const updateSummary = useMutation(api.tickets.updateSummary)
-  const toggleWork = useMutation(api.tickets.toggleWork)
+  const startWork = useMutation(api.tickets.startWork)
+  const pauseWork = useMutation(api.tickets.pauseWork)
   const agents = (useQuery(api.users.listAgents, { tenantId: ticket.tenantId }) as Doc<"users">[] | undefined) ?? []
   const queues = (useQuery(api.queues.summary, { tenantId: ticket.tenantId }) as TicketQueueSummary[] | undefined) ?? []
   const [status] = useState<TicketStatus>(ticket.status)
+  const workSummaryRemote = useQuery(api.tickets.workSummary, { ticketId: ticket.id as Id<"tickets"> }) as
+    | {
+        ticketId: Id<"tickets">
+        totalWorkedMs: number
+        activeSession: { id: Id<"ticketWorkSessions">; agentId: Id<"users">; startedAt: number } | null
+      }
+    | null
+    | undefined
 
   const [editing, setEditing] = useState(false)
   const [subject, setSubject] = useState(ticket.subject)
@@ -78,11 +107,53 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
     setEditing(false)
   }
 
-  const lastWork = [...ticket.timeline].reverse().find((e) => e.type === "WORK_STARTED" || e.type === "WORK_PAUSED")
-  const isPlaying = lastWork?.type === "WORK_STARTED"
+  const workSummary = useMemo(() => {
+    if (workSummaryRemote !== undefined) return workSummaryRemote ?? null
+    if (!ticket.workSummary) return null
+    return {
+      ticketId: ticket.id as Id<"tickets">,
+      totalWorkedMs: ticket.workSummary.totalWorkedMs,
+      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(),
+          }
+        : null,
+    }
+  }, [ticket.id, ticket.workSummary, workSummaryRemote])
+
+  const isPlaying = Boolean(workSummary?.activeSession)
+  const [now, setNow] = useState(() => Date.now())
+
+  useEffect(() => {
+    if (!workSummary?.activeSession) return
+    const interval = setInterval(() => {
+      setNow(Date.now())
+    }, 1000)
+    return () => clearInterval(interval)
+  }, [workSummary?.activeSession])
+
+  const currentSessionMs = workSummary?.activeSession ? Math.max(0, now - workSummary.activeSession.startedAt) : 0
+  const totalWorkedMs = workSummary ? workSummary.totalWorkedMs + currentSessionMs : 0
+
+  const formattedTotalWorked = useMemo(() => formatDuration(totalWorkedMs), [totalWorkedMs])
+  const formattedCurrentSession = useMemo(() => formatDuration(currentSessionMs), [currentSessionMs])
+  const updatedRelative = useMemo(
+    () => formatDistanceToNow(ticket.updatedAt, { addSuffix: true, locale: ptBR }),
+    [ticket.updatedAt]
+  )
 
   return (
     <div className={cardClass}>
+      <div className="absolute right-6 top-6 flex items-center gap-2">
+        {!editing ? (
+          <Button size="sm" className={editButtonClass} onClick={() => setEditing(true)}>
+            Editar
+          </Button>
+        ) : null}
+        <DeleteTicketDialog ticketId={ticket.id as Id<"tickets">} />
+      </div>
       <div className="flex flex-wrap items-start justify-between gap-3">
         <div className="space-y-3">
           <div className="flex flex-wrap items-center gap-3">
@@ -94,9 +165,27 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
               className={isPlaying ? pauseButtonClass : startButtonClass}
               onClick={async () => {
                 if (!userId) return
-                const next = await toggleWork({ ticketId: ticket.id as Id<"tickets">, actorId: userId as Id<"users"> })
-                if (next) toast.success("Atendimento iniciado", { id: "work" })
-                else toast.success("Atendimento pausado", { id: "work" })
+                toast.dismiss("work")
+                toast.loading(isPlaying ? "Pausando atendimento..." : "Iniciando atendimento...", { id: "work" })
+                try {
+                  if (isPlaying) {
+                    const result = await pauseWork({ ticketId: ticket.id as Id<"tickets">, actorId: userId as Id<"users"> })
+                    if (result?.status === "already_paused") {
+                      toast.info("O atendimento já estava pausado", { id: "work" })
+                    } else {
+                      toast.success("Atendimento pausado", { id: "work" })
+                    }
+                  } else {
+                    const result = await startWork({ ticketId: ticket.id as Id<"tickets">, actorId: userId as Id<"users"> })
+                    if (result?.status === "already_started") {
+                      toast.info("O atendimento já estava em andamento", { id: "work" })
+                    } else {
+                      toast.success("Atendimento iniciado", { id: "work" })
+                    }
+                  }
+                } catch {
+                  toast.error("Não foi possível atualizar o atendimento", { id: "work" })
+                }
               }}
             >
               {isPlaying ? (
@@ -105,11 +194,23 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
                 </>
               ) : (
                 <>
-                  <IconPlayerPlay className="size-4 text-black" /> Iniciar
+                  <IconPlayerPlay className="size-4 text-white" /> Iniciar
                 </>
               )}
             </Button>
           </div>
+          {workSummary ? (
+            <div className="flex flex-wrap items-center gap-2">
+              <Badge className="inline-flex items-center gap-1 rounded-full border border-slate-200 bg-white px-3 py-1 text-xs font-semibold text-neutral-700">
+                Tempo total: {formattedTotalWorked}
+              </Badge>
+              {isPlaying ? (
+                <Badge className="inline-flex items-center gap-1 rounded-full border border-black bg-black px-3 py-1 text-xs font-semibold text-white">
+                  Sessão atual: {formattedCurrentSession}
+                </Badge>
+              ) : null}
+            </div>
+          ) : null}
           {editing ? (
             <div className="space-y-2">
               <Input
@@ -131,23 +232,16 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
               {summary ? <p className="max-w-2xl text-sm text-neutral-600">{summary}</p> : null}
             </div>
           )}
-          <div className="flex items-center gap-2">
-            {editing ? (
-              <>
-                <Button variant="ghost" size="sm" className="text-sm font-semibold text-neutral-700" onClick={handleCancel}>
-                  Cancelar
-                </Button>
-                <Button size="sm" className={startButtonClass} onClick={handleSave} disabled={!dirty}>
-                  Salvar
-                </Button>
-              </>
-            ) : (
-              <Button size="sm" className={editButtonClass} onClick={() => setEditing(true)}>
-                Editar
+          {editing ? (
+            <div className="flex items-center gap-2">
+              <Button variant="ghost" size="sm" className="text-sm font-semibold text-neutral-700" onClick={handleCancel}>
+                Cancelar
               </Button>
-            )}
-            <DeleteTicketDialog ticketId={ticket.id as Id<"tickets">} />
-          </div>
+              <Button size="sm" className={startButtonClass} onClick={handleSave} disabled={!dirty}>
+                Salvar
+              </Button>
+            </div>
+          ) : null}
         </div>
       </div>
       <Separator className="bg-slate-200" />
@@ -214,7 +308,10 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
         </div>
         <div className="flex flex-col gap-1">
           <span className={sectionLabelClass}>Atualizado em</span>
-          <span className={sectionValueClass}>{format(ticket.updatedAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
+          <div className="flex items-center gap-2">
+            <span className={sectionValueClass}>{format(ticket.updatedAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
+            <span className={subtleBadgeClass}>{updatedRelative}</span>
+          </div>
         </div>
         <div className="flex flex-col gap-1">
           <span className={sectionLabelClass}>Criado em</span>
diff --git a/web/src/components/tickets/ticket-timeline.tsx b/web/src/components/tickets/ticket-timeline.tsx
index 3e05c2e..d334756 100644
--- a/web/src/components/tickets/ticket-timeline.tsx
+++ b/web/src/components/tickets/ticket-timeline.tsx
@@ -4,6 +4,7 @@ import { ptBR } from "date-fns/locale"
 import {
   IconClockHour4,
   IconNote,
+  IconPaperclip,
   IconSquareCheck,
   IconUserCircle,
 } from "@tabler/icons-react"
@@ -23,6 +24,8 @@ const timelineIcons: Record<string, ComponentType<{ className?: string }>> = {
   SUBJECT_CHANGED: IconNote,
   SUMMARY_CHANGED: IconNote,
   QUEUE_CHANGED: IconSquareCheck,
+  PRIORITY_CHANGED: IconSquareCheck,
+  ATTACHMENT_REMOVED: IconPaperclip,
 }
 
 const timelineLabels: Record<string, string> = {
@@ -35,6 +38,8 @@ const timelineLabels: Record<string, string> = {
   SUBJECT_CHANGED: "Assunto atualizado",
   SUMMARY_CHANGED: "Resumo atualizado",
   QUEUE_CHANGED: "Fila alterada",
+  PRIORITY_CHANGED: "Prioridade alterada",
+  ATTACHMENT_REMOVED: "Anexo removido",
 }
 
 interface TicketTimelineProps {
@@ -42,6 +47,21 @@ interface TicketTimelineProps {
 }
 
 export function TicketTimeline({ ticket }: TicketTimelineProps) {
+  const formatDuration = (durationMs: number) => {
+    if (!durationMs || durationMs <= 0) return "0s"
+    const totalSeconds = Math.floor(durationMs / 1000)
+    const hours = Math.floor(totalSeconds / 3600)
+    const minutes = Math.floor((totalSeconds % 3600) / 60)
+    const seconds = totalSeconds % 60
+    if (hours > 0) {
+      return `${hours}h ${minutes.toString().padStart(2, "0")}m`
+    }
+    if (minutes > 0) {
+      return `${minutes}m ${seconds.toString().padStart(2, "0")}s`
+    }
+    return `${seconds}s`
+  }
+
   return (
     <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
       <CardContent className="space-y-5 px-4 pb-6">
@@ -88,6 +108,8 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
                     authorName?: string
                     authorId?: string
                     from?: string
+                    attachmentName?: string
+                    sessionDurationMs?: number
                   }
 
                   let message: string | null = null
@@ -100,6 +122,9 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
                   if (entry.type === "QUEUE_CHANGED" && (payload.queueName || payload.queueId)) {
                     message = "Fila alterada" + (payload.queueName ? " para " + payload.queueName : "")
                   }
+                  if (entry.type === "PRIORITY_CHANGED" && (payload.toLabel || payload.to)) {
+                    message = "Prioridade alterada para " + (payload.toLabel || payload.to)
+                  }
                   if (entry.type === "CREATED" && payload.requesterName) {
                     message = "Criado por " + payload.requesterName
                   }
@@ -112,6 +137,12 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
                   if (entry.type === "SUMMARY_CHANGED") {
                     message = "Resumo atualizado"
                   }
+                  if (entry.type === "ATTACHMENT_REMOVED" && payload.attachmentName) {
+                    message = `Anexo removido: ${payload.attachmentName}`
+                  }
+                  if (entry.type === "WORK_PAUSED" && typeof payload.sessionDurationMs === "number") {
+                    message = `Tempo registrado: ${formatDuration(payload.sessionDurationMs)}`
+                  }
                   if (!message) return null
 
                   return (
diff --git a/web/src/components/tickets/tickets-table.tsx b/web/src/components/tickets/tickets-table.tsx
index d2d13b6..c8d24eb 100644
--- a/web/src/components/tickets/tickets-table.tsx
+++ b/web/src/components/tickets/tickets-table.tsx
@@ -1,3 +1,6 @@
+"use client"
+
+import { useEffect, useState } from "react"
 import Link from "next/link"
 import { formatDistanceToNow } from "date-fns"
 import { ptBR } from "date-fns/locale"
@@ -29,10 +32,26 @@ const channelLabel: Record<string, string> = {
   MANUAL: "Manual",
 }
 
-const cellClass = "py-4 align-top"
-const queueBadgeClass = "inline-flex items-center rounded-full border border-slate-200 bg-white px-2.5 py-1 text-xs font-semibold text-neutral-700"
-const channelBadgeClass = "inline-flex items-center gap-2 rounded-full border border-[#00c4d7]/40 bg-[#00e8ff]/15 px-2.5 py-1 text-xs font-semibold text-neutral-900"
-const tagBadgeClass = "inline-flex items-center rounded-full border border-slate-200 bg-slate-100 px-2 py-0.5 text-[11px] font-medium text-neutral-700"
+const cellClass = "px-6 py-5 align-top text-sm text-neutral-700 first:pl-8 last:pr-8"
+const queueBadgeClass = "inline-flex items-center rounded-full border border-slate-200 bg-slate-50 px-3 py-1 text-xs font-semibold text-neutral-700"
+const channelBadgeClass = "inline-flex items-center gap-2 rounded-full border border-slate-200 bg-slate-50 px-3 py-1 text-xs font-semibold text-neutral-700"
+const tagBadgeClass = "inline-flex items-center rounded-full border border-slate-200 bg-slate-50 px-2.5 py-0.5 text-[11px] font-medium text-neutral-600"
+const tableRowClass = "group border-b border-slate-100 text-sm transition-colors hover:bg-slate-100/70 last:border-none"
+
+function formatDuration(ms?: number) {
+  if (!ms || ms <= 0) return "—"
+  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 ${minutes.toString().padStart(2, "0")}m`
+  }
+  if (minutes > 0) {
+    return `${minutes}m ${seconds.toString().padStart(2, "0")}s`
+  }
+  return `${seconds}s`
+}
 
 function AssigneeCell({ ticket }: { ticket: Ticket }) {
   if (!ticket.assignee) {
@@ -68,30 +87,67 @@ export type TicketsTableProps = {
 }
 
 export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
+  const [now, setNow] = useState(() => Date.now())
+
+  useEffect(() => {
+    const interval = setInterval(() => {
+      setNow(Date.now())
+    }, 1000)
+    return () => clearInterval(interval)
+  }, [])
+
+  const getWorkedMs = (ticket: Ticket) => {
+    const base = ticket.workSummary?.totalWorkedMs ?? 0
+    const activeStart = ticket.workSummary?.activeSession?.startedAt
+    if (activeStart instanceof Date) {
+      return base + Math.max(0, now - activeStart.getTime())
+    }
+    return base
+  }
+
   return (
-    <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
-      <CardContent className="px-4 py-4 sm:px-6">
-        <Table className="min-w-full">
-          <TableHeader>
-            <TableRow className="text-[11px] uppercase tracking-wide text-neutral-500">
-              <TableHead className="w-[110px]">Ticket</TableHead>
-              <TableHead>Assunto</TableHead>
-              <TableHead className="hidden lg:table-cell">Fila</TableHead>
-              <TableHead className="hidden md:table-cell">Canal</TableHead>
-              <TableHead className="hidden md:table-cell">Prioridade</TableHead>
-              <TableHead>Status</TableHead>
-              <TableHead className="hidden xl:table-cell">Responsável</TableHead>
-              <TableHead className="w-[140px]">Atualizado</TableHead>
+    <Card className="rounded-3xl border border-slate-200 bg-white shadow-sm">
+      <CardContent className="p-0">
+        <Table className="min-w-full overflow-hidden rounded-3xl">
+          <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">
+                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">
+                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">
+                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">
+                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">
+                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">
+                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">
+                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">
+                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">
+                Atualizado
+              </TableHead>
             </TableRow>
           </TableHeader>
           <TableBody>
             {tickets.map((ticket) => (
-              <TableRow key={ticket.id} className="group border-b border-slate-100 transition hover:bg-[#00e8ff]/8">
+              <TableRow key={ticket.id} className={tableRowClass}>
                 <TableCell className={cellClass}>
-                  <div className="flex flex-col gap-0.5">
+                  <div className="flex flex-col gap-1">
                     <Link
                       href={`/tickets/${ticket.id}`}
-                      className="font-semibold tracking-tight text-neutral-900 hover:text-[#00b8ce]"
+                      className="font-semibold tracking-tight text-neutral-900 transition hover:text-neutral-700"
                     >
                       #{ticket.reference}
                     </Link>
@@ -101,18 +157,18 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                   </div>
                 </TableCell>
                 <TableCell className={cellClass}>
-                  <div className="flex flex-col gap-1">
+                  <div className="flex flex-col gap-1.5">
                     <Link
                       href={`/tickets/${ticket.id}`}
-                      className="line-clamp-1 font-semibold text-neutral-900 hover:text-[#00b8ce]"
+                      className="line-clamp-1 text-[15px] font-semibold text-neutral-900 transition hover:text-neutral-700"
                     >
                       {ticket.subject}
                     </Link>
                     <span className="line-clamp-1 text-sm text-neutral-600">
                       {ticket.summary ?? "Sem resumo"}
                     </span>
-                    <div className="flex flex-wrap gap-2 text-xs text-neutral-500">
-                      <span className="font-medium text-neutral-900">{ticket.requester.name}</span>
+                    <div className="flex flex-wrap items-center gap-2 text-xs text-neutral-500">
+                      <span className="font-semibold text-neutral-700">{ticket.requester.name}</span>
                       {ticket.tags?.map((tag) => (
                         <Badge key={tag} className={tagBadgeClass}>
                           {tag}
@@ -126,7 +182,7 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                 </TableCell>
                 <TableCell className={`${cellClass} hidden md:table-cell`}>
                   <Badge className={channelBadgeClass}>
-                    <span className="inline-block size-2 rounded-full border border-[#009bb1] bg-[#00e8ff]" />
+                    <span className="inline-block size-2 rounded-full bg-[#00d6eb]" />
                     {channelLabel[ticket.channel] ?? ticket.channel}
                   </Badge>
                 </TableCell>
@@ -143,11 +199,19 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                     ) : null}
                   </div>
                 </TableCell>
+                <TableCell className={`${cellClass} hidden lg:table-cell`}>
+                  <div className="flex flex-col gap-1 text-sm text-neutral-600">
+                    <span className="font-semibold text-neutral-800">{formatDuration(getWorkedMs(ticket))}</span>
+                    {ticket.workSummary?.activeSession ? (
+                      <span className="text-xs text-neutral-500">Em andamento</span>
+                    ) : null}
+                  </div>
+                </TableCell>
                 <TableCell className={`${cellClass} hidden xl:table-cell`}>
                   <AssigneeCell ticket={ticket} />
                 </TableCell>
                 <TableCell className={cellClass}>
-                  <span className="text-sm text-neutral-500">
+                  <span className="text-sm text-neutral-600">
                     {formatDistanceToNow(ticket.updatedAt, { addSuffix: true, locale: ptBR })}
                   </span>
                 </TableCell>
diff --git a/web/src/components/ui/dropzone.tsx b/web/src/components/ui/dropzone.tsx
index 46b239c..527b41f 100644
--- a/web/src/components/ui/dropzone.tsx
+++ b/web/src/components/ui/dropzone.tsx
@@ -75,26 +75,43 @@ export function Dropzone({
   return (
     <div className={cn("space-y-3", className)}>
       <div
+        role="button"
+        tabIndex={0}
         className={cn(
-          "relative rounded-lg border border-dashed p-6 text-center transition-colors",
-          drag ? "border-primary bg-primary/5" : "border-muted-foreground/25 hover:border-muted-foreground/50"
+          "group relative rounded-xl border border-dashed border-black/30 bg-white p-6 text-center transition-all focus:outline-none focus:ring-2 focus:ring-[#00d6eb]/40 focus:ring-offset-2",
+          drag ? "border-black bg-black/5" : "hover:border-black hover:bg-black/5"
         )}
+        onClick={() => inputRef.current?.click()}
+        onKeyDown={(event) => {
+          if (event.key === "Enter" || event.key === " ") {
+            event.preventDefault()
+            inputRef.current?.click()
+          }
+        }}
         onDragEnter={(e) => { e.preventDefault(); setDrag(true); }}
         onDragOver={(e) => { e.preventDefault(); setDrag(true); }}
         onDragLeave={(e) => { e.preventDefault(); setDrag(false); }}
         onDrop={(e) => { e.preventDefault(); setDrag(false); startUpload(e.dataTransfer.files); }}
       >
-        <input ref={inputRef} type="file" className="sr-only" multiple={multiple} onChange={(e) => e.target.files && startUpload(e.target.files)} />
+        <input
+          ref={inputRef}
+          type="file"
+          className="sr-only"
+          multiple={multiple}
+          onChange={(e) => e.target.files && startUpload(e.target.files)}
+        />
         <div className="flex flex-col items-center gap-3">
-          <div className="flex h-12 w-12 items-center justify-center rounded-full bg-muted">
+          <div className="flex h-12 w-12 items-center justify-center rounded-full bg-[#e5f9fc] text-[#0f172a] shadow-sm transition group-hover:bg-black group-hover:text-white">
             {items.some((it) => it.status === "uploading") ? (
               <Spinner />
             ) : (
-              <Upload className="size-5 text-muted-foreground" />
+              <Upload className="size-5" />
             )}
           </div>
-          <p className="text-sm">Arraste arquivos aqui ou <button type="button" className="text-primary underline" onClick={() => inputRef.current?.click()}>selecione</button></p>
-          <p className="text-xs text-muted-foreground">Máximo {Math.round(maxSize/1024/1024)}MB • Até {maxFiles} arquivos</p>
+          <p className="text-sm text-neutral-800">
+            Arraste arquivos aqui ou <span className="font-semibold text-black underline decoration-dotted">selecione</span>
+          </p>
+          <p className="text-xs text-neutral-500">Máximo {Math.round(maxSize/1024/1024)}MB • Até {maxFiles} arquivos</p>
         </div>
       </div>
       {items.length > 0 && (
@@ -102,9 +119,9 @@ export function Dropzone({
           {items.map((it) => (
             <div key={it.id} className="flex items-center justify-between gap-3 rounded-md border p-2 text-sm">
               <span className="truncate">{it.name}</span>
-              <div className="flex items-center gap-2 min-w-[140px]">
+              <div className="flex min-w-[140px] items-center gap-2">
                 <Progress value={it.progress} className="h-1.5 w-24" />
-                <span className="text-xs text-muted-foreground w-10 text-right">{it.progress}%</span>
+                <span className="w-10 text-right text-xs text-neutral-500">{it.progress}%</span>
               </div>
             </div>
           ))}
diff --git a/web/src/components/ui/input.tsx b/web/src/components/ui/input.tsx
index 6a72603..b970564 100644
--- a/web/src/components/ui/input.tsx
+++ b/web/src/components/ui/input.tsx
@@ -8,9 +8,8 @@ function Input({ className, type, ...props }: React.ComponentProps<"input">) {
       type={type}
       data-slot="input"
       className={cn(
-        "file:text-foreground placeholder:text-muted-foreground selection:bg-primary selection:text-primary-foreground dark:bg-input/30 border-input h-9 w-full min-w-0 rounded-md border bg-transparent px-3 py-1 text-base shadow-xs transition-[color,box-shadow] outline-none file:inline-flex file:h-7 file:border-0 file:bg-transparent file:text-sm file:font-medium disabled:pointer-events-none disabled:cursor-not-allowed disabled:opacity-50 md:text-sm",
-        "focus-visible:border-ring focus-visible:ring-ring/50 focus-visible:ring-[3px]",
-        "aria-invalid:ring-destructive/20 dark:aria-invalid:ring-destructive/40 aria-invalid:border-destructive",
+        "placeholder:text-neutral-400 selection:bg-neutral-900 selection:text-white aria-invalid:border-red-500/80 aria-invalid:ring-red-500/20 h-9 w-full min-w-0 rounded-lg border border-slate-300 bg-white px-3 py-1.5 text-base text-neutral-800 shadow-sm transition-colors outline-none file:inline-flex file:h-7 file:rounded-md file:border file:border-black file:bg-black file:px-3 file:text-sm file:font-semibold file:text-white disabled:pointer-events-none disabled:cursor-not-allowed disabled:opacity-60 md:text-sm",
+        "focus-visible:border-[#00d6eb] focus-visible:ring-[3px] focus-visible:ring-[#00e8ff]/20",
         className
       )}
       {...props}
diff --git a/web/src/components/ui/select.tsx b/web/src/components/ui/select.tsx
index f87ed26..7ec386d 100644
--- a/web/src/components/ui/select.tsx
+++ b/web/src/components/ui/select.tsx
@@ -37,7 +37,7 @@ function SelectTrigger({
       data-slot="select-trigger"
       data-size={size}
       className={cn(
-        "border-input data-[placeholder]:text-muted-foreground [&_svg:not([class*='text-'])]:text-muted-foreground focus-visible:border-ring focus-visible:ring-ring/50 aria-invalid:ring-destructive/20 dark:aria-invalid:ring-destructive/40 aria-invalid:border-destructive dark:bg-input/30 dark:hover:bg-input/50 flex w-fit items-center justify-between gap-2 rounded-md border bg-transparent px-3 py-2 text-sm whitespace-nowrap shadow-xs transition-[color,box-shadow] outline-none focus-visible:ring-[3px] disabled:cursor-not-allowed disabled:opacity-50 data-[size=default]:h-9 data-[size=sm]:h-8 *:data-[slot=select-value]:line-clamp-1 *:data-[slot=select-value]:flex *:data-[slot=select-value]:items-center *:data-[slot=select-value]:gap-2 [&_svg]:pointer-events-none [&_svg]:shrink-0 [&_svg:not([class*='size-'])]:size-4",
+        "data-[placeholder]:text-neutral-400 [&_svg:not([class*='text-'])]:text-neutral-500 aria-invalid:border-red-500/80 aria-invalid:ring-red-500/20 flex w-fit items-center justify-between gap-2 whitespace-nowrap rounded-lg border border-slate-300 bg-white px-3 py-2 text-sm font-medium text-neutral-800 shadow-sm outline-none transition-all disabled:cursor-not-allowed disabled:opacity-60 data-[size=default]:h-9 data-[size=sm]:h-8 *:data-[slot=select-value]:line-clamp-1 *:data-[slot=select-value]:flex *:data-[slot=select-value]:items-center *:data-[slot=select-value]:gap-2 [&_svg]:pointer-events-none [&_svg]:shrink-0 [&_svg:not([class*='size-'])]:size-4 focus-visible:ring-[3px] focus-visible:ring-[#00e8ff]/20 focus-visible:border-[#00d6eb] data-[state=open]:border-[#00d6eb] data-[state=open]:shadow-[0_0_0_3px_rgba(0,232,255,0.12)]",
         className
       )}
       {...props}
@@ -61,9 +61,9 @@ function SelectContent({
       <SelectPrimitive.Content
         data-slot="select-content"
         className={cn(
-          "bg-popover text-popover-foreground data-[state=open]:animate-in data-[state=closed]:animate-out data-[state=closed]:fade-out-0 data-[state=open]:fade-in-0 data-[state=closed]:zoom-out-95 data-[state=open]:zoom-in-95 data-[side=bottom]:slide-in-from-top-2 data-[side=left]:slide-in-from-right-2 data-[side=right]:slide-in-from-left-2 data-[side=top]:slide-in-from-bottom-2 relative z-50 max-h-(--radix-select-content-available-height) min-w-[8rem] origin-(--radix-select-content-transform-origin) overflow-x-hidden overflow-y-auto rounded-md border shadow-md",
+          "relative z-50 max-h-(--radix-select-content-available-height) min-w-[8rem] origin-(--radix-select-content-transform-origin) overflow-x-hidden overflow-y-auto rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-lg data-[state=open]:animate-in data-[state=closed]:animate-out data-[state=closed]:fade-out-0 data-[state=open]:fade-in-0 data-[state=closed]:zoom-out-95 data-[state=open]:zoom-in-95 data-[side=bottom]:slide-in-from-top-2 data-[side=left]:slide-in-from-right-2 data-[side=right]:slide-in-from-left-2 data-[side=top]:slide-in-from-bottom-2",
           position === "popper" &&
-            "data-[side=bottom]:translate-y-1 data-[side=left]:-translate-x-1 data-[side=right]:translate-x-1 data-[side=top]:-translate-y-1",
+            "data-[side=bottom]:translate-y-1 data-[side=left]:-translate-x-1 data-[side=right]:translate-x-1 data-[side=top]:-translate-y-1",
           className
         )}
         position={position}
@@ -107,14 +107,14 @@ function SelectItem({
     <SelectPrimitive.Item
       data-slot="select-item"
       className={cn(
-        "focus:bg-accent focus:text-accent-foreground [&_svg:not([class*='text-'])]:text-muted-foreground relative flex w-full cursor-default items-center gap-2 rounded-sm py-1.5 pr-8 pl-2 text-sm outline-hidden select-none data-[disabled]:pointer-events-none data-[disabled]:opacity-50 [&_svg]:pointer-events-none [&_svg]:shrink-0 [&_svg:not([class*='size-'])]:size-4 *:[span]:last:flex *:[span]:last:items-center *:[span]:last:gap-2",
+        "relative flex w-full select-none items-center gap-2 rounded-md px-2.5 py-2 text-sm text-neutral-700 outline-hidden transition-colors data-[disabled]:pointer-events-none data-[disabled]:opacity-40 [&_svg]:pointer-events-none [&_svg]:shrink-0 [&_svg:not([class*='size-'])]:size-4 *:[span]:last:flex *:[span]:last:items-center *:[span]:last:gap-2 data-[highlighted]:bg-[#00e8ff]/15 data-[highlighted]:text-neutral-900 data-[state=checked]:bg-[#00e8ff]/25 data-[state=checked]:text-neutral-900",
         className
       )}
       {...props}
     >
       <span className="absolute right-2 flex size-3.5 items-center justify-center">
         <SelectPrimitive.ItemIndicator>
-          <CheckIcon className="size-4" />
+          <CheckIcon className="size-4 text-[#009bb1]" />
         </SelectPrimitive.ItemIndicator>
       </span>
       <SelectPrimitive.ItemText>{children}</SelectPrimitive.ItemText>
diff --git a/web/src/components/ui/sonner.tsx b/web/src/components/ui/sonner.tsx
index 312a473..76a0bf6 100644
--- a/web/src/components/ui/sonner.tsx
+++ b/web/src/components/ui/sonner.tsx
@@ -12,12 +12,17 @@ const Toaster = ({ ...props }: ToasterProps) => {
       className="toaster group"
       toastOptions={{
         classNames: {
-          toast: "border border-black bg-black text-white shadow-md",
+          toast: "border border-black bg-black text-white shadow-lg rounded-xl px-4 py-3 text-sm font-semibold",
+          success: "border border-black bg-black text-white",
+          error: "border border-black bg-black text-white",
+          info: "border border-black bg-black text-white",
+          warning: "border border-black bg-black text-white",
+          loading: "border border-black bg-black text-white",
           title: "font-medium",
           description: "text-white/80",
-          icon: "text-cyan-400",
-          actionButton: "bg-white text-black border border-black",
-          cancelButton: "bg-transparent text-white border border-white/40",
+          icon: "text-[#00e8ff]",
+          actionButton: "bg-white text-black border border-black rounded-lg",
+          cancelButton: "bg-transparent text-white border border-white/40 rounded-lg",
         },
       }}
       style={
diff --git a/web/src/lib/mappers/ticket.ts b/web/src/lib/mappers/ticket.ts
index f01bc63..a744ab7 100644
--- a/web/src/lib/mappers/ticket.ts
+++ b/web/src/lib/mappers/ticket.ts
@@ -32,6 +32,19 @@ const serverTicketSchema = z.object({
   tags: z.array(z.string()).default([]).optional(),
   lastTimelineEntry: z.string().nullable().optional(),
   metrics: z.any().nullable().optional(),
+  workSummary: z
+    .object({
+      totalWorkedMs: z.number(),
+      activeSession: z
+        .object({
+          id: z.string(),
+          agentId: z.string(),
+          startedAt: z.number(),
+        })
+        .nullable(),
+    })
+    .nullable()
+    .optional(),
 });
 
 const serverAttachmentSchema = z.object({
@@ -75,6 +88,17 @@ export function mapTicketFromServer(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,
+    workSummary: s.workSummary
+      ? {
+          totalWorkedMs: s.workSummary.totalWorkedMs,
+          activeSession: s.workSummary.activeSession
+            ? {
+                ...s.workSummary.activeSession,
+                startedAt: new Date(s.workSummary.activeSession.startedAt),
+              }
+            : null,
+        }
+      : undefined,
   };
   return ui as unknown as z.infer<typeof ticketSchema>;
 }
@@ -100,6 +124,17 @@ export function mapTicketWithDetailsFromServer(input: unknown) {
       createdAt: new Date(c.createdAt),
       updatedAt: new Date(c.updatedAt),
     })),
+    workSummary: s.workSummary
+      ? {
+          totalWorkedMs: s.workSummary.totalWorkedMs,
+          activeSession: s.workSummary.activeSession
+            ? {
+                ...s.workSummary.activeSession,
+                startedAt: new Date(s.workSummary.activeSession.startedAt),
+              }
+            : null,
+        }
+      : undefined,
   };
   return ui as unknown as z.infer<typeof ticketWithDetailsSchema>;
 }
diff --git a/web/src/lib/schemas/ticket.ts b/web/src/lib/schemas/ticket.ts
index 9c94e44..0f85a55 100644
--- a/web/src/lib/schemas/ticket.ts
+++ b/web/src/lib/schemas/ticket.ts
@@ -47,6 +47,7 @@ export const ticketCommentSchema = z.object({
         id: z.string(),
         name: z.string(),
         size: z.number().optional(),
+        type: z.string().optional(),
         url: z.string().url().optional(),
       })
     )
@@ -97,6 +98,19 @@ export const ticketSchema = z.object({
       timeOpenedMinutes: z.number().nullable(),
     })
     .nullable(),
+  workSummary: z
+    .object({
+      totalWorkedMs: z.number(),
+      activeSession: z
+        .object({
+          id: z.string(),
+          agentId: z.string(),
+          startedAt: z.coerce.date(),
+        })
+        .nullable(),
+    })
+    .nullable()
+    .optional(),
 })
 export type Ticket = z.infer<typeof ticketSchema>