feat(ui,tickets): aplicar visual Rever (badges revertidas), header com play/pause, edição inline com cancelar, empty states e toasts centralizados; novas mutations Convex (updateSubject/updateSummary/toggleWork)

2025-10-04 17:13:13 -03:00 · 2025-10-04 17:13:13 -03:00 · 6c57c691f3
commit 6c57c691f3
parent 881bb7bfdd
14 changed files with 512 additions and 307 deletions
--- a/web/src/app/layout.tsx
+++ b/web/src/app/layout.tsx
@ -18,10 +18,10 @@ const jetBrainsMono = JetBrains_Mono({
  display: "swap",
 })

-export const metadata: Metadata = {
-  title: "Atlas Support",
-  description: "Plataforma omnichannel de gestão de chamados",
-}
+export const metadata: Metadata = {
+  title: "Sistema de chamados",
+  description: "Plataforma de chamados da Rever",
+}

 export default async function RootLayout({
  children,
@ -43,7 +43,7 @@ export default async function RootLayout({
        <ConvexClientProvider>
          <AuthProvider demoUser={demoUser} tenantId={tenantId}>
            {children}
-            <Toaster position="top-right" richColors />
+            <Toaster position="bottom-center" richColors />
          </AuthProvider>
        </ConvexClientProvider>
      </body>
--- a/web/src/components/tickets/play-next-ticket-card.tsx
+++ b/web/src/components/tickets/play-next-ticket-card.tsx
@ -47,7 +47,7 @@ export function PlayNextTicketCard({ context }: PlayNextTicketCardProps) {

  if (!cardContext || !cardContext.nextTicket) {
    return (
-      <Card className="border-dashed">
+      <Card className="rounded-xl border bg-card shadow-sm">
        <CardHeader>
          <CardTitle>Fila sem tickets pendentes</CardTitle>
        </CardHeader>
@ -60,8 +60,8 @@ export function PlayNextTicketCard({ context }: PlayNextTicketCardProps) {

  const ticket = cardContext.nextTicket

-  return (
-    <Card className="border-dashed">
+  return (
+    <Card className="rounded-xl border bg-card shadow-sm">
      <CardHeader className="flex flex-row items-center justify-between gap-2">
        <CardTitle className="text-lg font-semibold">
          Proximo ticket • #{ticket.reference}
--- a/web/src/components/tickets/priority-pill.tsx
+++ b/web/src/components/tickets/priority-pill.tsx
@ -1,40 +1,40 @@
-import { cn } from "@/lib/utils"
-import { Badge } from "@/components/ui/badge"
-
-const priorityConfig = {
-  LOW: {
-    label: "Baixa",
-    className: "bg-slate-100 text-slate-600 border-transparent",
-  },
-  MEDIUM: {
-    label: "Media",
-    className: "bg-blue-100 text-blue-600 border-transparent",
-  },
-  HIGH: {
-    label: "Alta",
-    className: "bg-amber-100 text-amber-700 border-transparent",
-  },
-  URGENT: {
-    label: "Urgente",
-    className: "bg-red-100 text-red-700 border-transparent",
-  },
-} satisfies Record<string, { label: string; className: string }>
+import { cn } from "@/lib/utils"
+import { Badge } from "@/components/ui/badge"
+
+const priorityConfig = {
+  LOW: {
+    label: "Baixa",
+    className: "bg-slate-100 text-slate-600 border-transparent",
+  },
+  MEDIUM: {
+    label: "Media",
+    className: "bg-blue-100 text-blue-600 border-transparent",
+  },
+  HIGH: {
+    label: "Alta",
+    className: "bg-amber-100 text-amber-700 border-transparent",
+  },
+  URGENT: {
+    label: "Urgente",
+    className: "bg-red-100 text-red-700 border-transparent",
+  },
+} satisfies Record<string, { label: string; className: string }>

 type TicketPriorityPillProps = {
  priority: keyof typeof priorityConfig
 }

-export function TicketPriorityPill({ priority }: TicketPriorityPillProps) {
-  const config = priorityConfig[priority]
-  return (
-    <Badge
-      variant="outline"
-      className={cn(
-        "rounded-full px-2.5 py-1 text-xs font-medium",
-        config?.className ?? ""
-      )}
-    >
-      {config?.label ?? priority}
-    </Badge>
-  )
-}
+export function TicketPriorityPill({ priority }: TicketPriorityPillProps) {
+  const config = priorityConfig[priority]
+  return (
+    <Badge
+      variant="outline"
+      className={cn(
+        "rounded-full px-2.5 py-1 text-xs font-medium",
+        config?.className ?? ""
+      )}
+    >
+      {config?.label ?? priority}
+    </Badge>
+  )
+}
--- a/web/src/components/tickets/priority-select.tsx
+++ b/web/src/components/tickets/priority-select.tsx
@ -5,19 +5,21 @@ import { useMutation } from "convex/react"
 // @ts-ignore
 import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
+import type { TicketPriority } from "@/lib/schemas/ticket"
 import { useAuth } from "@/lib/auth-client"
 import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
 import { Badge } from "@/components/ui/badge"
 import { toast } from "sonner"
+import { ArrowDown, ArrowRight, ArrowUp, ChevronsUp } from "lucide-react"

-const labels: Record<string, string> = {
+const labels: Record<TicketPriority, string> = {
  LOW: "Baixa",
  MEDIUM: "Média",
  HIGH: "Alta",
  URGENT: "Urgente",
 }

-function badgeClass(p: string) {
+function badgeClass(p: TicketPriority) {
  switch (p) {
    case "URGENT":
      return "bg-red-100 text-red-700"
@ -30,20 +32,29 @@ function badgeClass(p: string) {
  }
 }

-export function PrioritySelect({ ticketId, value }: { ticketId: Id<"tickets">; value: "LOW" | "MEDIUM" | "HIGH" | "URGENT" }) {
+function PriorityIcon({ p }: { p: TicketPriority }) {
+  const cls = "size-3.5 text-cyan-600"
+  if (p === "LOW") return <ArrowDown className={cls} />
+  if (p === "MEDIUM") return <ArrowRight className={cls} />
+  if (p === "HIGH") return <ArrowUp className={cls} />
+  return <ChevronsUp className={cls} />
+}
+
+export function PrioritySelect({ ticketId, value }: { ticketId: string; value: TicketPriority }) {
  const updatePriority = useMutation(api.tickets.updatePriority)
-  const [priority, setPriority] = useState(value)
+  const [priority, setPriority] = useState<TicketPriority>(value)
  const { userId } = useAuth()
  return (
    <Select
      value={priority}
      onValueChange={async (val) => {
        const prev = priority
-        setPriority(val as typeof priority)
+        const next = val as TicketPriority
+        setPriority(next)
        toast.loading("Atualizando prioridade...", { id: "prio" })
        try {
          if (!userId) throw new Error("No user")
-          await updatePriority({ ticketId, priority: val as any, actorId: userId as Id<"users"> })
+          await updatePriority({ ticketId: ticketId as unknown as Id<"tickets">, priority: next, actorId: userId as Id<"users"> })
          toast.success("Prioridade atualizada!", { id: "prio" })
        } catch {
          setPriority(prev)
@ -53,16 +64,19 @@ export function PrioritySelect({ ticketId, value }: { ticketId: Id<"tickets">; v
    >
      <SelectTrigger className="h-7 w-[140px] border-transparent bg-muted/50 px-2">
        <SelectValue>
-          <Badge className={`rounded-full px-2 py-0.5 ${badgeClass(priority)}`}>{labels[priority]}</Badge>
+          <Badge className={`inline-flex items-center gap-1 rounded-full px-2 py-0.5 ${badgeClass(priority)}`}>
+            <PriorityIcon p={priority} /> {labels[priority]}
+          </Badge>
        </SelectValue>
      </SelectTrigger>
      <SelectContent>
        {(["LOW","MEDIUM","HIGH","URGENT"] as const).map((p) => (
          <SelectItem key={p} value={p}>
-            <span className="inline-flex items-center gap-2"><span className={`h-2 w-2 rounded-full ${p==="URGENT"?"bg-red-500":p==="HIGH"?"bg-amber-500":p==="MEDIUM"?"bg-blue-500":"bg-slate-400"}`}></span>{labels[p]}</span>
+            <span className="inline-flex items-center gap-2"><PriorityIcon p={p} />{labels[p]}</span>
          </SelectItem>
        ))}
      </SelectContent>
    </Select>
  )
 }
+
--- a/web/src/components/tickets/status-badge.tsx
+++ b/web/src/components/tickets/status-badge.tsx
@ -3,13 +3,13 @@
 import { ticketStatusSchema, type TicketStatus } from "@/lib/schemas/ticket"
 import { Badge } from "@/components/ui/badge"

-const statusConfig = {
-  NEW: { label: "Novo", className: "bg-slate-100 text-slate-700 border-transparent" },
-  OPEN: { label: "Aberto", className: "bg-blue-100 text-blue-700 border-transparent" },
-  PENDING: { label: "Pendente", className: "bg-amber-100 text-amber-700 border-transparent" },
-  ON_HOLD: { label: "Em espera", className: "bg-purple-100 text-purple-700 border-transparent" },
-  RESOLVED: { label: "Resolvido", className: "bg-emerald-100 text-emerald-700 border-transparent" },
-  CLOSED: { label: "Fechado", className: "bg-slate-100 text-slate-700 border-transparent" },
+const statusConfig = {
+  NEW: { label: "Novo", className: "bg-slate-100 text-slate-700 border-transparent" },
+  OPEN: { label: "Aberto", className: "bg-blue-100 text-blue-700 border-transparent" },
+  PENDING: { label: "Pendente", className: "bg-amber-100 text-amber-700 border-transparent" },
+  ON_HOLD: { label: "Em espera", className: "bg-purple-100 text-purple-700 border-transparent" },
+  RESOLVED: { label: "Resolvido", className: "bg-emerald-100 text-emerald-700 border-transparent" },
+  CLOSED: { label: "Fechado", className: "bg-slate-100 text-slate-700 border-transparent" },
 } satisfies Record<TicketStatus, { label: string; className: string }>

 type TicketStatusBadgeProps = { status: TicketStatus }
@ -17,11 +17,11 @@ type TicketStatusBadgeProps = { status: TicketStatus }
 export function TicketStatusBadge({ status }: TicketStatusBadgeProps) {
  const config = statusConfig[status]
  return (
-    <Badge
-      variant="outline"
-      className={`rounded-full px-2.5 py-1 text-xs font-medium ${config?.className ?? ""}`}
-    >
-      {config?.label ?? status}
-    </Badge>
+    <Badge
+      variant="outline"
+      className={`rounded-full px-2.5 py-1 text-xs font-medium ${config?.className ?? ""}`}
+    >
+      {config?.label ?? status}
+    </Badge>
  )
 }
--- a/web/src/components/tickets/status-select.tsx
+++ b/web/src/components/tickets/status-select.tsx
@ -0,0 +1,74 @@
+"use client"
+
+import { useState } from "react"
+import { useMutation } from "convex/react"
+// @ts-ignore
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+import type { TicketStatus } from "@/lib/schemas/ticket"
+import { useAuth } from "@/lib/auth-client"
+import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
+import { Badge } from "@/components/ui/badge"
+import { toast } from "sonner"
+
+const labels: Record<TicketStatus, string> = {
+  NEW: "Novo",
+  OPEN: "Aberto",
+  PENDING: "Pendente",
+  ON_HOLD: "Em espera",
+  RESOLVED: "Resolvido",
+  CLOSED: "Fechado",
+}
+
+function badgeClass(s: TicketStatus) {
+  switch (s) {
+    case "OPEN":
+      return "bg-blue-100 text-blue-700"
+    case "PENDING":
+      return "bg-amber-100 text-amber-700"
+    case "ON_HOLD":
+      return "bg-purple-100 text-purple-700"
+    case "RESOLVED":
+      return "bg-emerald-100 text-emerald-700"
+    case "CLOSED":
+      return "bg-slate-100 text-slate-700"
+    default:
+      return "bg-slate-100 text-slate-700"
+  }
+}
+
+export function StatusSelect({ ticketId, value }: { ticketId: string; value: TicketStatus }) {
+  const updateStatus = useMutation(api.tickets.updateStatus)
+  const [status, setStatus] = useState<TicketStatus>(value)
+  const { userId } = useAuth()
+  return (
+    <Select
+      value={status}
+      onValueChange={async (val) => {
+        const prev = status
+        const next = val as TicketStatus
+        setStatus(next)
+        toast.loading("Atualizando status...", { id: "status" })
+        try {
+          if (!userId) throw new Error("No user")
+          await updateStatus({ ticketId: ticketId as unknown as Id<"tickets">, status: next, actorId: userId as Id<"users"> })
+          toast.success(`Status alterado para ${labels[next] ?? next}.`, { id: "status" })
+        } catch {
+          setStatus(prev)
+          toast.error("Não foi possível atualizar o status.", { id: "status" })
+        }
+      }}
+    >
+      <SelectTrigger className="h-7 w-[160px] border-transparent bg-muted/50 px-2">
+        <SelectValue>
+          <Badge className={`rounded-full px-2 py-0.5 ${badgeClass(status)}`}>{labels[status]}</Badge>
+        </SelectValue>
+      </SelectTrigger>
+      <SelectContent>
+        {(["NEW","OPEN","PENDING","ON_HOLD","RESOLVED","CLOSED"] as const).map((s) => (
+          <SelectItem key={s} value={s}>{labels[s as TicketStatus]}</SelectItem>
+        ))}
+      </SelectContent>
+    </Select>
+  )
+}
--- a/web/src/components/tickets/ticket-comments.rich.tsx
+++ b/web/src/components/tickets/ticket-comments.rich.tsx
@ -21,6 +21,7 @@ import { Dropzone } from "@/components/ui/dropzone"
 import { RichTextEditor, RichTextContent, sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
 import { Dialog, DialogContent } from "@/components/ui/dialog"
 import { Select, SelectTrigger, SelectValue, SelectContent, SelectItem } from "@/components/ui/select"
+import { Empty, EmptyDescription, EmptyHeader, EmptyMedia, EmptyTitle } from "@/components/ui/empty"

 interface TicketCommentsProps {
  ticket: TicketWithDetails
@ -57,7 +58,7 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
    setPending((p) => [optimistic, ...p])
    setBody("")
    setAttachmentsToSend([])
-    toast.loading("Enviando comentário.", { id: "comment" })
+    toast.loading("Enviando comentário...", { id: "comment" })
    try {
      const typedAttachments = attachments.map((a) => ({
        storageId: a.storageId as unknown as Id<"_storage">,
@ -83,9 +84,15 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
      </CardHeader>
      <CardContent className="space-y-6 px-4 pb-6">
        {commentsAll.length === 0 ? (
-          <p className="text-sm text-muted-foreground">
-            Ainda sem comentários. Que tal registrar o próximo passo?
-          </p>
+          <Empty>
+            <EmptyHeader>
+              <EmptyMedia variant="icon">
+                <IconMessage className="size-5" />
+              </EmptyMedia>
+              <EmptyTitle>Nenhum comentário ainda</EmptyTitle>
+              <EmptyDescription>Registre o próximo passo abaixo.</EmptyDescription>
+            </EmptyHeader>
+          </Empty>
        ) : (
          commentsAll.map((comment) => {
            const initials = comment.author.name
@ -111,38 +118,38 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
                      {formatDistanceToNow(comment.createdAt, { addSuffix: true, locale: ptBR })}
                    </span>
                  </div>
-                  <div className="rounded-lg border border-dashed bg-card px-3 py-2 text-sm leading-relaxed text-muted-foreground break-words">
+                  <div className="break-words rounded-lg border border-dashed bg-card px-3 py-2 text-sm leading-relaxed text-muted-foreground">
                    <RichTextContent html={comment.body} />
                  </div>
-          {comment.attachments?.length ? (
-            <div className="grid max-w-xl grid-cols-[repeat(auto-fill,minmax(96px,1fr))] gap-3">
-              {comment.attachments.map((att) => {
-                const isImg = (att?.url ?? "").match(/\.(png|jpe?g|gif|webp|svg)$/i)
-                if (isImg && att.url) {
-                  return (
-                    <button
-                      key={att.id}
-                      type="button"
-                      onClick={() => setPreview(att.url || null)}
-                      className="group overflow-hidden rounded-lg border bg-card p-0.5 hover:shadow"
-                    >
-                      {/* eslint-disable-next-line @next/next/no-img-element */}
-                      <img src={att.url} alt={att.name} className="h-24 w-24 rounded-md object-cover" />
-                      <div className="mt-1 line-clamp-1 w-24 text-ellipsis text-center text-[11px] text-muted-foreground">
-                        {att.name}
-                      </div>
-                    </button>
-                  )
-                }
-                return (
-                  <a key={att.id} href={att.url} download={att.name} target="_blank" className="flex items-center gap-2 rounded-md border px-2 py-1 text-xs hover:bg-muted">
-                    <FileIcon className="size-3.5" /> {att.name}
-                    {att.url ? <Download className="size-3.5" /> : null}
-                  </a>
-                )
-              })}
-            </div>
-          ) : null}
+                  {comment.attachments?.length ? (
+                    <div className="grid max-w-xl grid-cols-[repeat(auto-fill,minmax(96px,1fr))] gap-3">
+                      {comment.attachments.map((att) => {
+                        const isImg = (att?.url ?? "").match(/\.(png|jpe?g|gif|webp|svg)$/i)
+                        if (isImg && att.url) {
+                          return (
+                            <button
+                              key={att.id}
+                              type="button"
+                              onClick={() => setPreview(att.url || null)}
+                              className="group overflow-hidden rounded-lg border bg-card p-0.5 hover:shadow"
+                            >
+                              {/* eslint-disable-next-line @next/next/no-img-element */}
+                              <img src={att.url} alt={att.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-muted-foreground">
+                                {att.name}
+                              </div>
+                            </button>
+                          )
+                        }
+                        return (
+                          <a key={att.id} href={att.url} download={att.name} target="_blank" className="flex items-center gap-2 rounded-md border px-2 py-1 text-xs hover:bg-muted">
+                            <FileIcon className="size-3.5" /> {att.name}
+                            {att.url ? <Download className="size-3.5" /> : null}
+                          </a>
+                        )
+                      })}
+                    </div>
+                  ) : null}
                </div>
              </div>
            )
@ -154,7 +161,7 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
          <div className="flex items-center justify-between gap-2">
            <div className="flex items-center gap-2 text-xs text-muted-foreground">
              Visibilidade:
-                  <Select value={visibility} onValueChange={(v) => setVisibility(v as "PUBLIC" | "INTERNAL")}>
+              <Select value={visibility} onValueChange={(v) => setVisibility(v as "PUBLIC" | "INTERNAL")}>
                <SelectTrigger className="h-8 w-[140px]"><SelectValue placeholder="Visibilidade" /></SelectTrigger>
                <SelectContent>
                  <SelectItem value="PUBLIC">Pública</SelectItem>
--- a/web/src/components/tickets/ticket-summary-header.tsx
+++ b/web/src/components/tickets/ticket-summary-header.tsx
@ -1,9 +1,9 @@
 "use client"

-import { useState } from "react"
+import { useMemo, useState } from "react"
 import { format } from "date-fns"
 import { ptBR } from "date-fns/locale"
-import { IconClock, IconUserCircle } from "@tabler/icons-react"
+import { IconPlayerPause, IconPlayerPlay } from "@tabler/icons-react"
 import { useMutation, useQuery } from "convex/react"
 import { toast } from "sonner"
 // eslint-disable-next-line @typescript-eslint/ban-ts-comment
@ -15,32 +15,59 @@ import type { Doc, Id } from "@/convex/_generated/dataModel"
 import type { TicketWithDetails, TicketQueueSummary, TicketStatus } from "@/lib/schemas/ticket"
 import { Badge } from "@/components/ui/badge"
 import { Separator } from "@/components/ui/separator"
-import { TicketPriorityPill } from "@/components/tickets/priority-pill"
 import { PrioritySelect } from "@/components/tickets/priority-select"
 import { DeleteTicketDialog } from "@/components/tickets/delete-ticket-dialog"
-import { TicketStatusBadge } from "@/components/tickets/status-badge"
+import { StatusSelect } from "@/components/tickets/status-select"
 import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
-
-interface TicketHeaderProps {
-  ticket: TicketWithDetails
-}
-
+import { Button } from "@/components/ui/button"
+import { Input } from "@/components/ui/input"
+
+interface TicketHeaderProps {
+  ticket: TicketWithDetails
+}
+
 export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
  const { userId } = useAuth()
-  const updateStatus = useMutation(api.tickets.updateStatus)
  const changeAssignee = useMutation(api.tickets.changeAssignee)
  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 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, setStatus] = useState<TicketStatus>(ticket.status)
-  const statusPt: Record<string, string> = {
-    NEW: "Novo",
-    OPEN: "Aberto",
-    PENDING: "Pendente",
-    ON_HOLD: "Em espera",
-    RESOLVED: "Resolvido",
-    CLOSED: "Fechado",
+  const [status] = useState<TicketStatus>(ticket.status)
+
+  const [editing, setEditing] = useState(false)
+  const [subject, setSubject] = useState(ticket.subject)
+  const [summary, setSummary] = useState(ticket.summary ?? "")
+  const dirty = useMemo(() => subject !== ticket.subject || (summary ?? "") !== (ticket.summary ?? ""), [subject, summary, ticket.subject, ticket.summary])
+
+  async function handleSave() {
+    if (!userId) return
+    toast.loading("Salvando alterações...", { id: "save-header" })
+    try {
+      if (subject !== ticket.subject) {
+        await updateSubject({ ticketId: ticket.id as Id<"tickets">, subject: subject.trim(), actorId: userId as Id<"users"> })
+      }
+      if ((summary ?? "") !== (ticket.summary ?? "")) {
+        await updateSummary({ ticketId: ticket.id as Id<"tickets">, summary: (summary ?? "").trim(), actorId: userId as Id<"users"> })
+      }
+      toast.success("Cabeçalho atualizado!", { id: "save-header" })
+      setEditing(false)
+    } catch {
+      toast.error("Não foi possível salvar.", { id: "save-header" })
+    }
  }
+
+  function handleCancel() {
+    setSubject(ticket.subject)
+    setSummary(ticket.summary ?? "")
+    setEditing(false)
+  }
+
+  const lastWork = [...ticket.timeline].reverse().find((e) => e.type === "WORK_STARTED" || e.type === "WORK_PAUSED")
+  const isPlaying = lastWork?.type === "WORK_STARTED"
+
  return (
    <div className="space-y-4 rounded-xl border bg-card p-6 shadow-sm">
      <div className="flex flex-wrap items-start justify-between gap-3">
@ -49,57 +76,67 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
            <Badge variant="outline" className="rounded-full px-3 py-1 text-xs uppercase tracking-wide">
              #{ticket.reference}
            </Badge>
-            <PrioritySelect ticketId={ticket.id as any} value={ticket.priority as any} />
-            <TicketStatusBadge status={status} />
-            <Select
-              value={status}
-              onValueChange={async (value) => {
-                const prev = status
-                setStatus(value as import("@/lib/schemas/ticket").TicketStatus) // otimista
+            <PrioritySelect ticketId={ticket.id} value={ticket.priority} />
+            <StatusSelect ticketId={ticket.id} value={status} />
+            <Button
+              size="sm"
+              variant={isPlaying ? "default" : "outline"}
+              className={isPlaying ? "bg-black text-white border-black" : "border-black text-black"}
+              onClick={async () => {
                if (!userId) return
-                toast.loading("Atualizando status…", { id: "status" })
-                try {
-                  await updateStatus({ ticketId: ticket.id as Id<"tickets">, status: value, actorId: userId as Id<"users"> })
-                  toast.success(`Status alterado para ${statusPt[value]}.`, { id: "status" })
-                } catch (e) {
-                  setStatus(prev)
-                  toast.error("Não foi possível alterar o status.", { id: "status" })
-                }
+                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" })
              }}
            >
-              <SelectTrigger className="h-8 w-[150px]">
-                <SelectValue placeholder="Alterar status" />
-              </SelectTrigger>
-              <SelectContent>
-                {(["NEW","OPEN","PENDING","ON_HOLD","RESOLVED","CLOSED"]).map((s) => (
-                  <SelectItem key={s} value={s}>{statusPt[s]}</SelectItem>
-                ))}
-              </SelectContent>
-            </Select>
+              {isPlaying ? (<><IconPlayerPause className="mr-1 size-4" /> Pausar</>) : (<><IconPlayerPlay className="mr-1 size-4" /> Iniciar</>)}
+            </Button>
          </div>
-          <h1 className="text-2xl font-semibold text-foreground break-words">{ticket.subject}</h1>
-          <p className="max-w-2xl text-sm text-muted-foreground">{ticket.summary}</p>
+          {editing ? (
+            <div className="space-y-2">
+              <Input value={subject} onChange={(e) => setSubject(e.target.value)} className="h-9 text-base font-semibold" />
+              <textarea
+                value={summary}
+                onChange={(e) => setSummary(e.target.value)}
+                rows={3}
+                className="w-full rounded-md border bg-background p-2 text-sm"
+                placeholder="Adicione um resumo opcional"
+              />
+            </div>
+          ) : (
+            <>
+              <h1 className="break-words text-2xl font-semibold text-foreground">{subject}</h1>
+              {summary ? (
+                <p className="max-w-2xl text-sm text-muted-foreground">{summary}</p>
+              ) : null}
+            </>
+          )}
          <div className="ms-auto flex items-center gap-2">
-            <DeleteTicketDialog ticketId={ticket.id as any} />
+            {editing ? (
+              <>
+                <Button variant="ghost" size="sm" onClick={handleCancel}>Cancelar</Button>
+                <Button size="sm" onClick={handleSave} disabled={!dirty}>Salvar</Button>
+              </>
+            ) : (
+              <Button variant="outline" size="sm" onClick={() => setEditing(true)}>Editar</Button>
+            )}
+            <DeleteTicketDialog ticketId={ticket.id as Id<"tickets">} />
          </div>
        </div>
      </div>
      <Separator />
      <div className="grid gap-4 text-sm text-muted-foreground sm:grid-cols-2 lg:grid-cols-3">
-        <div className="flex items-center gap-2">
-          <IconUserCircle className="size-4" />
-          Solicitante:
+        <div className="flex flex-col gap-1">
+          <span className="text-xs">Solicitante</span>
          <span className="font-medium text-foreground">{ticket.requester.name}</span>
        </div>
-        <div className="flex items-center gap-2">
-          <IconUserCircle className="size-4" />
-          Responsável:
-          <span className="font-medium text-foreground">{ticket.assignee?.name ?? "Aguardando atribuição"}</span>
+        <div className="flex flex-col gap-1">
+          <span className="text-xs">Responsável</span>
          <Select
            value={ticket.assignee?.id ?? ""}
            onValueChange={async (value) => {
              if (!userId) return
-              toast.loading("Atribuindo responsável…", { id: "assignee" })
+              toast.loading("Atribuindo responsável...", { id: "assignee" })
              try {
                await changeAssignee({ ticketId: ticket.id as Id<"tickets">, assigneeId: value as Id<"users">, actorId: userId as Id<"users"> })
                toast.success("Responsável atualizado!", { id: "assignee" })
@ -108,33 +145,23 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
              }
            }}
          >
-            <SelectTrigger className="h-8 w-[220px]"><SelectValue placeholder="Selecionar" /></SelectTrigger>
+            <SelectTrigger className="h-8 w-[220px] border-black bg-white"><SelectValue placeholder="Selecionar" /></SelectTrigger>
            <SelectContent>
              {agents.map((a) => (
-                <SelectItem key={a._id} value={a._id}>
-                  <span className="inline-flex items-center gap-2">
-                    <span className="inline-flex size-6 items-center justify-center overflow-hidden rounded-full bg-muted">
-                      {/* eslint-disable-next-line @next/next/no-img-element */}
-                      {a.avatarUrl ? <img src={a.avatarUrl} alt={a.name} className="h-6 w-6 rounded-full object-cover" /> : <span className="text-[10px] font-medium">{a.name.split(' ').slice(0,2).map(p=>p[0]).join('').toUpperCase()}</span>}
-                    </span>
-                    {a.name}
-                  </span>
-                </SelectItem>
+                <SelectItem key={a._id} value={a._id}>{a.name}</SelectItem>
              ))}
            </SelectContent>
          </Select>
        </div>
-        <div className="flex items-center gap-2">
-          <IconClock className="size-4" />
-          Fila:
-          <span className="font-medium text-foreground">{ticket.queue ?? "Sem fila"}</span>
+        <div className="flex flex-col gap-1">
+          <span className="text-xs">Fila</span>
          <Select
            value={ticket.queue ?? ""}
            onValueChange={async (value) => {
              if (!userId) return
              const q = queues.find((qq) => qq.name === value)
              if (!q) return
-              toast.loading("Atualizando fila…", { id: "queue" })
+              toast.loading("Atualizando fila...", { id: "queue" })
              try {
                await changeQueue({ ticketId: ticket.id as Id<"tickets">, queueId: q.id as Id<"queues">, actorId: userId as Id<"users"> })
                toast.success("Fila atualizada!", { id: "queue" })
@ -143,7 +170,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
              }
            }}
          >
-            <SelectTrigger className="h-8 w-[180px]"><SelectValue placeholder="Selecionar" /></SelectTrigger>
+            <SelectTrigger className="h-8 w-[180px] border-black bg-white"><SelectValue placeholder="Selecionar" /></SelectTrigger>
            <SelectContent>
              {queues.map((q) => (
                <SelectItem key={q.id} value={q.name}>{q.name}</SelectItem>
@ -151,37 +178,27 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
            </SelectContent>
          </Select>
        </div>
-        <div className="flex items-center gap-2">
-          <IconClock className="size-4" />
-          Atualizado em:
-          <span className="font-medium text-foreground">
-            {format(ticket.updatedAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}
-          </span>
+        <div className="flex flex-col gap-1">
+          <span className="text-xs">Atualizado em</span>
+          <span className="font-medium text-foreground">{format(ticket.updatedAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
        </div>
-        <div className="flex items-center gap-2">
-          <IconClock className="size-4" />
-          Criado em:
-          <span className="font-medium text-foreground">
-            {format(ticket.createdAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}
-          </span>
-        </div>
-        {ticket.dueAt ? (
-          <div className="flex items-center gap-2">
-            <IconClock className="size-4" />
-            SLA ate:
-            <span className="font-medium text-foreground">
-              {format(ticket.dueAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}
-            </span>
-          </div>
-        ) : null}
-        {ticket.slaPolicy ? (
-          <div className="flex items-center gap-2">
-            <IconClock className="size-4" />
-            Politica:
-            <span className="font-medium text-foreground">{ticket.slaPolicy.name}</span>
-          </div>
-        ) : null}
-      </div>
-    </div>
-  )
-}
+        <div className="flex flex-col gap-1">
+          <span className="text-xs">Criado em</span>
+          <span className="font-medium text-foreground">{format(ticket.createdAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
+        </div>
+        {ticket.dueAt ? (
+          <div className="flex flex-col gap-1">
+            <span className="text-xs">SLA até</span>
+            <span className="font-medium text-foreground">{format(ticket.dueAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
+          </div>
+        ) : null}
+        {ticket.slaPolicy ? (
+          <div className="flex flex-col gap-1">
+            <span className="text-xs">Política</span>
+            <span className="font-medium text-foreground">{ticket.slaPolicy.name}</span>
+          </div>
+        ) : null}
+      </div>
+    </div>
+  )
+}
--- a/web/src/components/tickets/ticket-timeline.tsx
+++ b/web/src/components/tickets/ticket-timeline.tsx
@ -19,6 +19,10 @@ const timelineIcons: Record<string, ComponentType<{ className?: string }>> = {
  STATUS_CHANGED: IconSquareCheck,
  ASSIGNEE_CHANGED: IconUserCircle,
  COMMENT_ADDED: IconNote,
+  WORK_STARTED: IconClockHour4,
+  WORK_PAUSED: IconClockHour4,
+  SUBJECT_CHANGED: IconNote,
+  SUMMARY_CHANGED: IconNote,
 }

 const timelineLabels: Record<string, string> = {
@ -26,6 +30,10 @@ const timelineLabels: Record<string, string> = {
  STATUS_CHANGED: "Status alterado",
  ASSIGNEE_CHANGED: "Responsável alterado",
  COMMENT_ADDED: "Comentário adicionado",
+  WORK_STARTED: "Atendimento iniciado",
+  WORK_PAUSED: "Atendimento pausado",
+  SUBJECT_CHANGED: "Assunto atualizado",
+  SUMMARY_CHANGED: "Resumo atualizado",
  QUEUE_CHANGED: "Fila alterada",
 }

@ -69,13 +77,15 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
                  </span>
                </div>
                {(() => {
-                  const p = (entry.payload || {}) as { toLabel?: string; to?: string; assigneeName?: string; assigneeId?: string; queueName?: string; queueId?: string; requesterName?: string; authorName?: string; authorId?: string }
+                  const p = (entry.payload || {}) as { toLabel?: string; to?: string; assigneeName?: string; assigneeId?: string; queueName?: string; queueId?: string; requesterName?: string; authorName?: string; authorId?: string; from?: string }
                  let message: string | null = null
                  if (entry.type === "STATUS_CHANGED" && (p.toLabel || p.to)) message = `Status alterado para ${p.toLabel || p.to}`
                  if (entry.type === "ASSIGNEE_CHANGED" && (p.assigneeName || p.assigneeId)) message = `Responsável alterado${p.assigneeName ? ` para ${p.assigneeName}` : ""}`
                  if (entry.type === "QUEUE_CHANGED" && (p.queueName || p.queueId)) message = `Fila alterada${p.queueName ? ` para ${p.queueName}` : ""}`
                  if (entry.type === "CREATED" && (p.requesterName)) message = `Criado por ${p.requesterName}`
                  if (entry.type === "COMMENT_ADDED" && (p.authorName || p.authorId)) message = `Comentário adicionado${p.authorName ? ` por ${p.authorName}` : ""}`
+                  if (entry.type === "SUBJECT_CHANGED" && (p.to || p.toLabel)) message = `Assunto alterado${p.to ? ` para “${p.to}”` : ""}`
+                  if (entry.type === "SUMMARY_CHANGED") message = `Resumo atualizado`
                  if (!message) return null
                  return (
                    <div className="rounded-lg border border-dashed bg-card px-3 py-2 text-sm text-muted-foreground">
@ -92,3 +102,4 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
  )
 }

+
--- a/web/src/components/tickets/tickets-table.tsx
+++ b/web/src/components/tickets/tickets-table.tsx
@ -1,68 +1,70 @@
-import Link from "next/link"
-import { formatDistanceToNow } from "date-fns"
-import { ptBR } from "date-fns/locale"
-
-import { tickets as ticketsMock } from "@/lib/mocks/tickets"
-import type { Ticket } from "@/lib/schemas/ticket"
-import { Avatar, AvatarFallback, AvatarImage } from "@/components/ui/avatar"
-import { Badge } from "@/components/ui/badge"
-import { Card, CardContent } from "@/components/ui/card"
-import {
-  Table,
-  TableBody,
-  TableCell,
-  TableHead,
-  TableHeader,
-  TableRow,
-} from "@/components/ui/table"
-import { TicketPriorityPill } from "@/components/tickets/priority-pill"
-import { TicketStatusBadge } from "@/components/tickets/status-badge"
-
-const channelLabel: Record<string, string> = {
-  EMAIL: "E-mail",
-  WHATSAPP: "WhatsApp",
-  CHAT: "Chat",
-  PHONE: "Telefone",
-  API: "API",
-  MANUAL: "Manual",
-}
-
-const cellClass = "py-4 align-top"
-
-function AssigneeCell({ ticket }: { ticket: Ticket }) {
-  if (!ticket.assignee) {
-    return <span className="text-sm text-muted-foreground">Sem responsável</span>
-  }
-
-  const initials = ticket.assignee.name
-    .split(" ")
-    .slice(0, 2)
-    .map((part) => part[0]?.toUpperCase())
-    .join("")
-
-  return (
-    <div className="flex items-center gap-2">
-      <Avatar className="size-8">
-        <AvatarImage src={ticket.assignee.avatarUrl} alt={ticket.assignee.name} />
-        <AvatarFallback>{initials}</AvatarFallback>
-      </Avatar>
-      <div className="flex flex-col">
-        <span className="text-sm font-medium leading-none text-foreground">
-          {ticket.assignee.name}
-        </span>
-        <span className="text-xs text-muted-foreground">
-          {ticket.assignee.teams?.[0] ?? "Agente"}
-        </span>
-      </div>
-    </div>
-  )
-}
-
-type TicketsTableProps = {
-  tickets?: Ticket[]
-}
-
-export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
+import Link from "next/link"
+import { formatDistanceToNow } from "date-fns"
+import { ptBR } from "date-fns/locale"
+
+import { tickets as ticketsMock } from "@/lib/mocks/tickets"
+import type { Ticket } from "@/lib/schemas/ticket"
+import { Avatar, AvatarFallback, AvatarImage } from "@/components/ui/avatar"
+import { Badge } from "@/components/ui/badge"
+import { Card, CardContent } from "@/components/ui/card"
+import { Empty, EmptyContent, EmptyDescription, EmptyHeader, EmptyMedia, EmptyTitle } from "@/components/ui/empty"
+import { NewTicketDialog } from "@/components/tickets/new-ticket-dialog"
+import {
+  Table,
+  TableBody,
+  TableCell,
+  TableHead,
+  TableHeader,
+  TableRow,
+} from "@/components/ui/table"
+import { TicketPriorityPill } from "@/components/tickets/priority-pill"
+import { TicketStatusBadge } from "@/components/tickets/status-badge"
+
+const channelLabel: Record<string, string> = {
+  EMAIL: "E-mail",
+  WHATSAPP: "WhatsApp",
+  CHAT: "Chat",
+  PHONE: "Telefone",
+  API: "API",
+  MANUAL: "Manual",
+}
+
+const cellClass = "py-4 align-top"
+
+function AssigneeCell({ ticket }: { ticket: Ticket }) {
+  if (!ticket.assignee) {
+    return <span className="text-sm text-muted-foreground">Sem responsável</span>
+  }
+
+  const initials = ticket.assignee.name
+    .split(" ")
+    .slice(0, 2)
+    .map((part) => part[0]?.toUpperCase())
+    .join("")
+
+  return (
+    <div className="flex items-center gap-2">
+      <Avatar className="size-8">
+        <AvatarImage src={ticket.assignee.avatarUrl} alt={ticket.assignee.name} />
+        <AvatarFallback>{initials}</AvatarFallback>
+      </Avatar>
+      <div className="flex flex-col">
+        <span className="text-sm font-medium leading-none text-foreground">
+          {ticket.assignee.name}
+        </span>
+        <span className="text-xs text-muted-foreground">
+          {ticket.assignee.teams?.[0] ?? "Agente"}
+        </span>
+      </div>
+    </div>
+  )
+}
+
+type TicketsTableProps = {
+  tickets?: Ticket[]
+}
+
+export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
  return (
    <Card className="border bg-card/90 shadow-sm">
      <CardContent className="px-4 py-4 sm:px-6">
@ -159,14 +161,29 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
          </TableBody>
        </Table>
        {tickets.length === 0 && (
-          <div className="flex flex-col items-center justify-center gap-2 py-10 text-center text-sm">
-            <p className="text-sm font-medium">Nenhum ticket encontrado</p>
-            <p className="text-sm text-muted-foreground">
-              Ajuste os filtros ou selecione outra fila.
-            </p>
-          </div>
+          <Empty className="my-6">
+            <EmptyHeader>
+              <EmptyMedia variant="icon">
+                <span className="inline-block size-3 rounded-full bg-muted-foreground/40" />
+              </EmptyMedia>
+              <EmptyTitle>Nenhum ticket encontrado</EmptyTitle>
+              <EmptyDescription>
+                Ajuste os filtros ou crie um novo ticket.
+              </EmptyDescription>
+            </EmptyHeader>
+            <EmptyContent>
+              <NewTicketDialog />
+            </EmptyContent>
+          </Empty>
        )}
      </CardContent>
    </Card>
  )
 }
+
+
+
+
+
+
+
--- a/web/src/components/ui/badge.tsx
+++ b/web/src/components/ui/badge.tsx
@ -4,26 +4,26 @@ import { cva, type VariantProps } from "class-variance-authority"

 import { cn } from "@/lib/utils"

-const badgeVariants = cva(
-  "inline-flex items-center justify-center rounded-md border px-2 py-0.5 text-xs font-medium w-fit whitespace-nowrap shrink-0 [&>svg]:size-3 gap-1 [&>svg]:pointer-events-none 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 transition-[color,box-shadow] overflow-hidden",
-  {
-    variants: {
-      variant: {
-        default:
-          "border-transparent bg-primary text-primary-foreground [a&]:hover:bg-primary/90",
-        secondary:
-          "border-transparent bg-secondary text-secondary-foreground [a&]:hover:bg-secondary/90",
-        destructive:
-          "border-transparent bg-destructive text-white [a&]:hover:bg-destructive/90 focus-visible:ring-destructive/20 dark:focus-visible:ring-destructive/40 dark:bg-destructive/60",
-        outline:
-          "text-foreground [a&]:hover:bg-accent [a&]:hover:text-accent-foreground",
-      },
-    },
-    defaultVariants: {
-      variant: "default",
-    },
-  }
-)
+const badgeVariants = cva(
+  "inline-flex items-center justify-center rounded-md border px-2 py-0.5 text-xs font-medium w-fit whitespace-nowrap shrink-0 [&>svg]:size-3 gap-1 [&>svg]:pointer-events-none 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 transition-[color,box-shadow] overflow-hidden",
+  {
+    variants: {
+      variant: {
+        default:
+          "border-transparent bg-primary text-primary-foreground [a&]:hover:bg-primary/90",
+        secondary:
+          "border-transparent bg-secondary text-secondary-foreground [a&]:hover:bg-secondary/90",
+        destructive:
+          "border-transparent bg-destructive text-white [a&]:hover:bg-destructive/90 focus-visible:ring-destructive/20 dark:focus-visible:ring-destructive/40 dark:bg-destructive/60",
+        outline:
+          "text-foreground [a&]:hover:bg-accent [a&]:hover:text-accent-foreground",
+      },
+    },
+    defaultVariants: {
+      variant: "default",
+    },
+  }
+)

 function Badge({
  className,
--- a/web/src/components/ui/sonner.tsx
+++ b/web/src/components/ui/sonner.tsx
@ -6,20 +6,30 @@ import { Toaster as Sonner, ToasterProps } from "sonner"
 const Toaster = ({ ...props }: ToasterProps) => {
  const { theme = "system" } = useTheme()

-  return (
-    <Sonner
-      theme={theme as ToasterProps["theme"]}
-      className="toaster group"
-      style={
-        {
-          "--normal-bg": "var(--popover)",
-          "--normal-text": "var(--popover-foreground)",
-          "--normal-border": "var(--border)",
-        } as React.CSSProperties
-      }
-      {...props}
-    />
-  )
+  return (
+    <Sonner
+      theme={theme as ToasterProps["theme"]}
+      className="toaster group"
+      toastOptions={{
+        classNames: {
+          toast: "border border-black bg-black text-white shadow-md",
+          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",
+        },
+      }}
+      style={
+        {
+          "--normal-bg": "var(--popover)",
+          "--normal-text": "var(--popover-foreground)",
+          "--normal-border": "var(--border)",
+        } as React.CSSProperties
+      }
+      {...props}
+    />
+  )
 }

 export { Toaster }