feat: export reports as xlsx and add machine inventory

agents.md

@@ -154,12 +154,13 @@ pnpm build
   - `POST /api/machines/register`
   - `POST /api/machines/heartbeat`
   - `POST /api/machines/inventory`
-- **Relatórios CSV**:
+- **Relatórios XLSX**:
-  - Backlog: `/api/reports/backlog.csv?range=7d|30d|90d[&companyId=...]`
+  - Backlog: `/api/reports/backlog.xlsx?range=7d|30d|90d[&companyId=...]`
-  - Canais: `/api/reports/tickets-by-channel.csv?...`
+  - Canais: `/api/reports/tickets-by-channel.xlsx?...`
-  - CSAT: `/api/reports/csat.csv?...`
+  - CSAT: `/api/reports/csat.xlsx?...`
-  - SLA: `/api/reports/sla.csv?...`
+  - SLA: `/api/reports/sla.xlsx?...`
-  - Horas: `/api/reports/hours-by-client.csv?...`
+  - Horas: `/api/reports/hours-by-client.xlsx?...`
+  - Inventário de máquinas: `/api/reports/machines-inventory.xlsx?[companyId=...]`
 - **Docs complementares**:  
   - `docs/DEV.md` — guia diário atualizado.  
   - `docs/STATUS-2025-10-16.md` — snapshot do estado atual e backlog.  

convex/machines.ts

@@ -6,6 +6,7 @@ import { sha256 } from "@noble/hashes/sha256"
 import { randomBytes } from "@noble/hashes/utils"
 import type { Doc, Id } from "./_generated/dataModel"
 import type { MutationCtx } from "./_generated/server"
+import { normalizeStatus } from "./tickets"
 
 const DEFAULT_TENANT_ID = "tenant-atlas"
 const DEFAULT_TOKEN_TTL_MS = 1000 * 60 * 60 * 24 * 30 // 30 dias
@@ -27,7 +28,7 @@ function getTokenTtlMs(): number {
   return parsed
 }
 
-function getOfflineThresholdMs(): number {
+export function getOfflineThresholdMs(): number {
   const raw = process.env["MACHINE_OFFLINE_THRESHOLD_MS"]
   if (!raw) return DEFAULT_OFFLINE_THRESHOLD_MS
   const parsed = Number(raw)
@@ -37,7 +38,7 @@ function getOfflineThresholdMs(): number {
   return parsed
 }
 
-function getStaleThresholdMs(offlineMs: number): number {
+export function getStaleThresholdMs(offlineMs: number): number {
   const raw = process.env["MACHINE_STALE_THRESHOLD_MS"]
   if (!raw) return offlineMs * 12
   const parsed = Number(raw)
@@ -1019,6 +1020,51 @@ export const listAlerts = query({
   },
 })
 
+export const listOpenTickets = query({
+  args: {
+    machineId: v.id("machines"),
+    limit: v.optional(v.number()),
+  },
+  handler: async (ctx, { machineId, limit }) => {
+    const machine = await ctx.db.get(machineId)
+    if (!machine) {
+      return []
+    }
+    const takeLimit = Math.max(1, Math.min(limit ?? 10, 50))
+    const candidates = await ctx.db
+      .query("tickets")
+      .withIndex("by_tenant_machine", (q) => q.eq("tenantId", machine.tenantId).eq("machineId", machineId))
+      .order("desc")
+      .take(200)
+
+    const openTickets = candidates
+      .filter((ticket) => normalizeStatus(ticket.status) !== "RESOLVED")
+      .sort((a, b) => (b.updatedAt ?? 0) - (a.updatedAt ?? 0))
+      .slice(0, takeLimit)
+
+    return openTickets.map((ticket) => ({
+      id: ticket._id,
+      reference: ticket.reference,
+      subject: ticket.subject,
+      status: normalizeStatus(ticket.status),
+      priority: ticket.priority ?? "MEDIUM",
+      updatedAt: ticket.updatedAt,
+      createdAt: ticket.createdAt,
+      assignee: ticket.assigneeSnapshot
+        ? {
+            name: (ticket.assigneeSnapshot as { name?: string })?.name ?? null,
+            email: (ticket.assigneeSnapshot as { email?: string })?.email ?? null,
+          }
+        : null,
+      machine: {
+        id: String(ticket.machineId ?? machineId),
+        hostname:
+          ((ticket.machineSnapshot as { hostname?: string } | undefined)?.hostname ?? machine.hostname ?? null),
+      },
+    }))
+  },
+})
+
 export const updatePersona = mutation({
   args: {
     machineId: v.id("machines"),

convex/reports.ts

@@ -4,6 +4,7 @@ import { ConvexError, v } from "convex/values";
 import type { Doc, Id } from "./_generated/dataModel";
 
 import { requireStaff } from "./rbac";
+import { getOfflineThresholdMs, getStaleThresholdMs } from "./machines";
 
 type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED";
 
@@ -87,6 +88,35 @@ async function fetchQueues(ctx: QueryCtx, tenantId: string) {
     .collect();
 }
 
+function deriveMachineStatus(machine: Doc<"machines">, now: number) {
+  if (machine.isActive === false) {
+    return "deactivated";
+  }
+  const manualStatus = (machine.status ?? "").toLowerCase();
+  if (manualStatus === "maintenance" || manualStatus === "blocked") {
+    return manualStatus;
+  }
+  const offlineMs = getOfflineThresholdMs();
+  const staleMs = getStaleThresholdMs(offlineMs);
+  if (machine.lastHeartbeatAt) {
+    const age = now - machine.lastHeartbeatAt;
+    if (age <= offlineMs) return "online";
+    if (age <= staleMs) return "offline";
+    return "stale";
+  }
+  return (machine.status ?? "unknown") || "unknown";
+}
+
+function formatOsLabel(osName?: string | null, osVersion?: string | null) {
+  const name = osName?.trim();
+  if (!name) return "Desconhecido";
+  const version = osVersion?.trim();
+  if (!version) return name;
+  const conciseVersion = version.split(" ")[0];
+  if (!conciseVersion) return name;
+  return `${name} ${conciseVersion}`.trim();
+}
+
 type CsatSurvey = {
   ticketId: Id<"tickets">;
   reference: number;
@@ -707,3 +737,163 @@ export const hoursByClientInternal = query({
     }
   },
 })
+
+
+export const companyOverview = query({
+  args: {
+    tenantId: v.string(),
+    viewerId: v.id("users"),
+    companyId: v.id("companies"),
+    range: v.optional(v.string()),
+  },
+  handler: async (ctx, { tenantId, viewerId, companyId, range }) => {
+    const viewer = await requireStaff(ctx, viewerId, tenantId);
+    if (viewer.role === "MANAGER" && viewer.user.companyId && viewer.user.companyId !== companyId) {
+      throw new ConvexError("Gestores só podem consultar relatórios da própria empresa");
+    }
+
+    const company = await ctx.db.get(companyId);
+    if (!company || company.tenantId !== tenantId) {
+      throw new ConvexError("Empresa não encontrada");
+    }
+
+    const normalizedRange = (range ?? "30d").toLowerCase();
+    const rangeDays = normalizedRange === "90d" ? 90 : normalizedRange === "7d" ? 7 : 30;
+    const now = Date.now();
+    const startMs = now - rangeDays * ONE_DAY_MS;
+
+    const tickets = await ctx.db
+      .query("tickets")
+      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
+      .collect();
+
+    const machines = await ctx.db
+      .query("machines")
+      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
+      .collect();
+
+    const users = await ctx.db
+      .query("users")
+      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
+      .collect();
+
+    const statusCounts = {} as Record<string, number>;
+    const priorityCounts = {} as Record<string, number>;
+    const channelCounts = {} as Record<string, number>;
+    const trendMap = new Map<string, { opened: number; resolved: number }>();
+    const openTickets: Doc<"tickets">[] = [];
+
+    tickets.forEach((ticket) => {
+      const normalizedStatus = normalizeStatus(ticket.status);
+      statusCounts[normalizedStatus] = (statusCounts[normalizedStatus] ?? 0) + 1;
+
+      const priorityKey = (ticket.priority ?? "MEDIUM").toUpperCase();
+      priorityCounts[priorityKey] = (priorityCounts[priorityKey] ?? 0) + 1;
+
+      const channelKey = (ticket.channel ?? "MANUAL").toUpperCase();
+      channelCounts[channelKey] = (channelCounts[channelKey] ?? 0) + 1;
+
+      if (normalizedStatus !== "RESOLVED") {
+        openTickets.push(ticket);
+      }
+
+      if (ticket.createdAt >= startMs) {
+        const key = formatDateKey(ticket.createdAt);
+        if (!trendMap.has(key)) {
+          trendMap.set(key, { opened: 0, resolved: 0 });
+        }
+        trendMap.get(key)!.opened += 1;
+      }
+
+      if (typeof ticket.resolvedAt === "number" && ticket.resolvedAt >= startMs) {
+        const key = formatDateKey(ticket.resolvedAt);
+        if (!trendMap.has(key)) {
+          trendMap.set(key, { opened: 0, resolved: 0 });
+        }
+        trendMap.get(key)!.resolved += 1;
+      }
+    });
+
+    const machineStatusCounts: Record<string, number> = {};
+    const machineOsCounts: Record<string, number> = {};
+    const machineLookup = new Map<string, Doc<"machines">>();
+
+    machines.forEach((machine) => {
+      machineLookup.set(String(machine._id), machine);
+      const status = deriveMachineStatus(machine, now);
+      machineStatusCounts[status] = (machineStatusCounts[status] ?? 0) + 1;
+      const osLabel = formatOsLabel(machine.osName ?? null, machine.osVersion ?? null);
+      machineOsCounts[osLabel] = (machineOsCounts[osLabel] ?? 0) + 1;
+    });
+
+    const roleCounts: Record<string, number> = {};
+    users.forEach((user) => {
+      const roleKey = (user.role ?? "COLLABORATOR").toUpperCase();
+      roleCounts[roleKey] = (roleCounts[roleKey] ?? 0) + 1;
+    });
+
+    const trend = Array.from(trendMap.entries())
+      .sort((a, b) => a[0].localeCompare(b[0]))
+      .map(([date, value]) => ({ date, opened: value.opened, resolved: value.resolved }));
+
+    const machineOsDistribution = Object.entries(machineOsCounts)
+      .map(([label, value]) => ({ label, value }))
+      .sort((a, b) => b.value - a.value);
+
+    const openTicketSummaries = openTickets
+      .sort((a, b) => (b.updatedAt ?? 0) - (a.updatedAt ?? 0))
+      .slice(0, 20)
+      .map((ticket) => {
+        const machineSnapshot = ticket.machineSnapshot as { hostname?: string } | undefined;
+        const machine = ticket.machineId ? machineLookup.get(String(ticket.machineId)) : null;
+        return {
+          id: ticket._id,
+          reference: ticket.reference,
+          subject: ticket.subject,
+          status: normalizeStatus(ticket.status),
+          priority: ticket.priority,
+          updatedAt: ticket.updatedAt,
+          createdAt: ticket.createdAt,
+          machine: ticket.machineId
+            ? {
+                id: ticket.machineId,
+                hostname: machine?.hostname ?? machineSnapshot?.hostname ?? null,
+              }
+            : null,
+          assignee: ticket.assigneeSnapshot
+            ? {
+                name: (ticket.assigneeSnapshot as { name?: string })?.name ?? null,
+                email: (ticket.assigneeSnapshot as { email?: string })?.email ?? null,
+              }
+            : null,
+        };
+      });
+
+    return {
+      company: {
+        id: company._id,
+        name: company.name,
+        isAvulso: company.isAvulso ?? false,
+      },
+      rangeDays,
+      generatedAt: now,
+      tickets: {
+        total: tickets.length,
+        byStatus: statusCounts,
+        byPriority: priorityCounts,
+        byChannel: channelCounts,
+        trend,
+        open: openTicketSummaries,
+      },
+      machines: {
+        total: machines.length,
+        byStatus: machineStatusCounts,
+        byOs: machineOsDistribution,
+      },
+      users: {
+        total: users.length,
+        byRole: roleCounts,
+      },
+    };
+  },
+});

convex/schema.ts

@@ -7,6 +7,8 @@ export default defineSchema({
     name: v.string(),
     email: v.string(),
     role: v.optional(v.string()),
+    jobTitle: v.optional(v.string()),
+    managerId: v.optional(v.id("users")),
     avatarUrl: v.optional(v.string()),
     teams: v.optional(v.array(v.string())),
     companyId: v.optional(v.id("companies")),
@@ -14,7 +16,8 @@ export default defineSchema({
     .index("by_tenant_email", ["tenantId", "email"]) 
     .index("by_tenant_role", ["tenantId", "role"])
     .index("by_tenant", ["tenantId"])
-    .index("by_tenant_company", ["tenantId", "companyId"]),
+    .index("by_tenant_company", ["tenantId", "companyId"])
+    .index("by_tenant_manager", ["tenantId", "managerId"]),
 
   companies: defineTable({
     tenantId: v.string(),
@@ -135,6 +138,16 @@ export default defineSchema({
         isAvulso: v.optional(v.boolean()),
       })
     ),
+    machineId: v.optional(v.id("machines")),
+    machineSnapshot: v.optional(
+      v.object({
+        hostname: v.optional(v.string()),
+        persona: v.optional(v.string()),
+        assignedUserName: v.optional(v.string()),
+        assignedUserEmail: v.optional(v.string()),
+        status: v.optional(v.string()),
+      })
+    ),
     working: v.optional(v.boolean()),
     slaPolicyId: v.optional(v.id("slaPolicies")),
     dueAt: v.optional(v.number()), // ms since epoch
@@ -167,6 +180,7 @@ export default defineSchema({
     .index("by_tenant_reference", ["tenantId", "reference"])
     .index("by_tenant_requester", ["tenantId", "requesterId"]) 
     .index("by_tenant_company", ["tenantId", "companyId"])
+    .index("by_tenant_machine", ["tenantId", "machineId"])
     .index("by_tenant", ["tenantId"]),
 
   ticketComments: defineTable({

convex/tickets.ts

@@ -2,7 +2,8 @@
 import { mutation, query } from "./_generated/server";
 import type { MutationCtx, QueryCtx } from "./_generated/server";
 import { ConvexError, v } from "convex/values";
-import { Id, type Doc } from "./_generated/dataModel";
+import { Id, type Doc, type DataModel } from "./_generated/dataModel";
+import type { NamedTableInfo, Query as ConvexQuery } from "convex/server";
 
 import { requireAdmin, requireStaff, requireUser } from "./rbac";
 
@@ -176,7 +177,7 @@ async function normalizeTicketMentions(
   return output
 }
 
-function normalizeStatus(status: string | null | undefined): TicketStatusNormalized {
+export function normalizeStatus(status: string | null | undefined): TicketStatusNormalized {
   if (!status) return "PENDING";
   const normalized = LEGACY_STATUS_MAP[status.toUpperCase()];
   return normalized ?? "PENDING";
@@ -651,6 +652,39 @@ function mapCustomFieldsToRecord(entries: NormalizedCustomField[] | undefined) {
   }, {});
 }
 
+const DEFAULT_TICKETS_LIST_LIMIT = 250;
+const MIN_TICKETS_LIST_LIMIT = 25;
+const MAX_TICKETS_LIST_LIMIT = 600;
+const MAX_FETCH_LIMIT = 1000;
+const FETCH_MULTIPLIER_NO_SEARCH = 3;
+const FETCH_MULTIPLIER_WITH_SEARCH = 5;
+
+type TicketsTableInfo = NamedTableInfo<DataModel, "tickets">;
+type TicketsQueryBuilder = ConvexQuery<TicketsTableInfo>;
+
+function clampTicketLimit(limit: number) {
+  if (!Number.isFinite(limit)) return DEFAULT_TICKETS_LIST_LIMIT;
+  return Math.max(MIN_TICKETS_LIST_LIMIT, Math.min(MAX_TICKETS_LIST_LIMIT, Math.floor(limit)));
+}
+
+function computeFetchLimit(limit: number, hasSearch: boolean) {
+  const multiplier = hasSearch ? FETCH_MULTIPLIER_WITH_SEARCH : FETCH_MULTIPLIER_NO_SEARCH;
+  const target = limit * multiplier;
+  return Math.max(limit, Math.min(MAX_FETCH_LIMIT, target));
+}
+
+function dedupeTicketsById(tickets: Doc<"tickets">[]) {
+  const seen = new Set<string>();
+  const result: Doc<"tickets">[] = [];
+  for (const ticket of tickets) {
+    const key = String(ticket._id);
+    if (seen.has(key)) continue;
+    seen.add(key);
+    result.push(ticket);
+  }
+  return result;
+}
+
 export const list = query({
   args: {
     viewerId: v.optional(v.id("users")),
@@ -666,85 +700,138 @@ export const list = query({
   },
   handler: async (ctx, args) => {
     if (!args.viewerId) {
-      return []
+      return [];
+    }
+    const viewerId = args.viewerId as Id<"users">;
+    const { user, role } = await requireUser(ctx, viewerId, args.tenantId);
+    if (role === "MANAGER" && !user.companyId) {
+      throw new ConvexError("Gestor não possui empresa vinculada");
     }
-    const { user, role } = await requireUser(ctx, args.viewerId, args.tenantId)
 
-    // Choose best index based on provided args for efficiency
+    const normalizedStatusFilter = args.status ? normalizeStatus(args.status) : null;
-    let base: Doc<"tickets">[] = [];
+    const normalizedPriorityFilter = args.priority ? args.priority.toUpperCase() : null;
-    if (role === "MANAGER") {
+    const normalizedChannelFilter = args.channel ? args.channel.toUpperCase() : null;
-      if (!user.companyId) {
+    const searchTerm = args.search?.trim().toLowerCase() ?? null;
-        throw new ConvexError("Gestor não possui empresa vinculada")
+
+    const requestedLimitRaw = typeof args.limit === "number" ? args.limit : DEFAULT_TICKETS_LIST_LIMIT;
+    const requestedLimit = clampTicketLimit(requestedLimitRaw);
+    const fetchLimit = computeFetchLimit(requestedLimit, Boolean(searchTerm));
+
+    const applyQueryFilters = (query: TicketsQueryBuilder) => {
+      let working = query;
+      if (normalizedStatusFilter) {
+        working = working.filter((q) => q.eq(q.field("status"), normalizedStatusFilter));
       }
-      // Managers are scoped to company; allow secondary narrowing by requester/assignee
+      if (normalizedPriorityFilter) {
-      base = await ctx.db
+        working = working.filter((q) => q.eq(q.field("priority"), normalizedPriorityFilter));
+      }
+      if (normalizedChannelFilter) {
+        working = working.filter((q) => q.eq(q.field("channel"), normalizedChannelFilter));
+      }
+      if (args.queueId) {
+        working = working.filter((q) => q.eq(q.field("queueId"), args.queueId!));
+      }
+      if (args.assigneeId) {
+        working = working.filter((q) => q.eq(q.field("assigneeId"), args.assigneeId!));
+      }
+      if (args.requesterId) {
+        working = working.filter((q) => q.eq(q.field("requesterId"), args.requesterId!));
+      }
+      return working;
+    };
+
+    let base: Doc<"tickets">[] = [];
+
+    if (role === "MANAGER") {
+      const baseQuery = applyQueryFilters(
+        ctx.db
           .query("tickets")
           .withIndex("by_tenant_company", (q) => q.eq("tenantId", args.tenantId).eq("companyId", user.companyId!))
-        .collect();
+      );
+      base = await baseQuery.order("desc").take(fetchLimit);
     } else if (args.assigneeId) {
-      base = await ctx.db
+      const baseQuery = applyQueryFilters(
+        ctx.db
           .query("tickets")
           .withIndex("by_tenant_assignee", (q) => q.eq("tenantId", args.tenantId).eq("assigneeId", args.assigneeId!))
-        .collect();
+      );
+      base = await baseQuery.order("desc").take(fetchLimit);
     } else if (args.requesterId) {
-      base = await ctx.db
+      const baseQuery = applyQueryFilters(
+        ctx.db
           .query("tickets")
           .withIndex("by_tenant_requester", (q) => q.eq("tenantId", args.tenantId).eq("requesterId", args.requesterId!))
-        .collect();
+      );
+      base = await baseQuery.order("desc").take(fetchLimit);
     } else if (args.queueId) {
-      base = await ctx.db
+      const baseQuery = applyQueryFilters(
+        ctx.db
           .query("tickets")
           .withIndex("by_tenant_queue", (q) => q.eq("tenantId", args.tenantId).eq("queueId", args.queueId!))
-        .collect();
+      );
+      base = await baseQuery.order("desc").take(fetchLimit);
+    } else if (normalizedStatusFilter) {
+      const baseQuery = applyQueryFilters(
+        ctx.db
+          .query("tickets")
+          .withIndex("by_tenant_status", (q) => q.eq("tenantId", args.tenantId).eq("status", normalizedStatusFilter))
+      );
+      base = await baseQuery.order("desc").take(fetchLimit);
     } else if (role === "COLLABORATOR") {
-      // Colaborador: exibir apenas tickets onde ele é o solicitante
+      const viewerEmail = user.email.trim().toLowerCase();
-      // Compatibilidade por e-mail: inclui tickets com requesterSnapshot.email == e-mail do viewer
+      const directQuery = applyQueryFilters(
-      const all = await ctx.db
+        ctx.db
           .query("tickets")
-        .withIndex("by_tenant", (q) => q.eq("tenantId", args.tenantId))
+          .withIndex("by_tenant_requester", (q) => q.eq("tenantId", args.tenantId).eq("requesterId", viewerId))
-        .collect()
+      );
-      const viewerEmail = user.email.trim().toLowerCase()
+      const directTickets = await directQuery.order("desc").take(fetchLimit);
-      base = all.filter((t) => {
+
-        if (t.requesterId === args.viewerId) return true
+      let combined = directTickets;
-        const rs = t.requesterSnapshot as { email?: string } | undefined
+      if (directTickets.length < fetchLimit) {
-        const email = typeof rs?.email === "string" ? rs.email.trim().toLowerCase() : null
+        const fallbackQuery = applyQueryFilters(
-        return Boolean(email && email === viewerEmail)
+          ctx.db.query("tickets").withIndex("by_tenant", (q) => q.eq("tenantId", args.tenantId))
-      })
+        );
-    } else {
+        const fallbackRaw = await fallbackQuery.order("desc").take(fetchLimit);
-      base = await ctx.db
+        const fallbackMatches = fallbackRaw.filter((ticket) => {
-        .query("tickets")
+          const snapshotEmail = (ticket.requesterSnapshot as { email?: string } | undefined)?.email;
-        .withIndex("by_tenant", (q) => q.eq("tenantId", args.tenantId))
+          if (typeof snapshotEmail !== "string") return false;
-        .collect();
+          return snapshotEmail.trim().toLowerCase() === viewerEmail;
+        });
+        combined = dedupeTicketsById([...directTickets, ...fallbackMatches]);
       }
+      base = combined.slice(0, fetchLimit);
+    } else {
+      const baseQuery = applyQueryFilters(
+        ctx.db.query("tickets").withIndex("by_tenant", (q) => q.eq("tenantId", args.tenantId))
+      );
+      base = await baseQuery.order("desc").take(fetchLimit);
+    }
+
     let filtered = base;
 
     if (role === "MANAGER") {
-      if (!user.companyId) {
+      filtered = filtered.filter((t) => t.companyId === user.companyId);
-        throw new ConvexError("Gestor não possui empresa vinculada")
     }
-      filtered = filtered.filter((t) => t.companyId === user.companyId)
+    if (normalizedPriorityFilter) filtered = filtered.filter((t) => t.priority === normalizedPriorityFilter);
-    }
+    if (normalizedChannelFilter) filtered = filtered.filter((t) => t.channel === normalizedChannelFilter);
-    const normalizedStatusFilter = args.status ? normalizeStatus(args.status) : null;
-
-    if (args.priority) filtered = filtered.filter((t) => t.priority === args.priority);
-    if (args.channel) filtered = filtered.filter((t) => t.channel === args.channel);
     if (args.assigneeId) filtered = filtered.filter((t) => String(t.assigneeId ?? "") === String(args.assigneeId));
     if (args.requesterId) filtered = filtered.filter((t) => String(t.requesterId) === String(args.requesterId));
     if (normalizedStatusFilter) {
       filtered = filtered.filter((t) => normalizeStatus(t.status) === normalizedStatusFilter);
     }
-    if (args.search) {
+    if (searchTerm) {
-      const term = args.search.toLowerCase();
       filtered = filtered.filter(
         (t) =>
-          t.subject.toLowerCase().includes(term) ||
+          t.subject.toLowerCase().includes(searchTerm) ||
-          t.summary?.toLowerCase().includes(term) ||
+          t.summary?.toLowerCase().includes(searchTerm) ||
-          `#${t.reference}`.toLowerCase().includes(term)
+          `#${t.reference}`.toLowerCase().includes(searchTerm)
       );
     }
-    const limited = args.limit ? filtered.slice(0, args.limit) : filtered;
+
+    const limited = filtered.slice(0, requestedLimit);
     const categoryCache = new Map<string, Doc<"ticketCategories"> | null>();
     const subcategoryCache = new Map<string, Doc<"ticketSubcategories"> | null>();
+    const machineCache = new Map<string, Doc<"machines"> | null>();
     // hydrate requester and assignee
     const result = await Promise.all(
       limited.map(async (t) => {
@@ -774,6 +861,49 @@ export const list = query({
             subcategorySummary = { id: subcategory._id, name: subcategory.name };
           }
         }
+        const machineSnapshot = t.machineSnapshot as
+          | {
+              hostname?: string
+              persona?: string
+              assignedUserName?: string
+              assignedUserEmail?: string
+              status?: string
+            }
+          | undefined;
+        let machineSummary:
+          | {
+              id: Id<"machines"> | null
+              hostname: string | null
+              persona: string | null
+              assignedUserName: string | null
+              assignedUserEmail: string | null
+              status: string | null
+            }
+          | null = null;
+        if (t.machineId) {
+          const cacheKey = String(t.machineId);
+          if (!machineCache.has(cacheKey)) {
+            machineCache.set(cacheKey, (await ctx.db.get(t.machineId)) as Doc<"machines"> | null);
+          }
+          const machineDoc = machineCache.get(cacheKey);
+          machineSummary = {
+            id: t.machineId,
+            hostname: machineDoc?.hostname ?? machineSnapshot?.hostname ?? null,
+            persona: machineDoc?.persona ?? machineSnapshot?.persona ?? null,
+            assignedUserName: machineDoc?.assignedUserName ?? machineSnapshot?.assignedUserName ?? null,
+            assignedUserEmail: machineDoc?.assignedUserEmail ?? machineSnapshot?.assignedUserEmail ?? null,
+            status: machineDoc?.status ?? machineSnapshot?.status ?? null,
+          };
+        } else if (machineSnapshot) {
+          machineSummary = {
+            id: null,
+            hostname: machineSnapshot.hostname ?? null,
+            persona: machineSnapshot.persona ?? null,
+            assignedUserName: machineSnapshot.assignedUserName ?? null,
+            assignedUserEmail: machineSnapshot.assignedUserEmail ?? null,
+            status: machineSnapshot.status ?? null,
+          };
+        }
         const serverNow = Date.now()
         return {
           id: t._id,
@@ -819,6 +949,7 @@ export const list = query({
           metrics: null,
           category: categorySummary,
           subcategory: subcategorySummary,
+          machine: machineSummary,
           workSummary: {
             totalWorkedMs: t.totalWorkedMs ?? 0,
             internalWorkedMs: t.internalWorkedMs ?? 0,
@@ -867,6 +998,45 @@ export const getById = query({
     const assignee = t.assigneeId ? ((await ctx.db.get(t.assigneeId)) as Doc<"users"> | null) : null;
     const queue = t.queueId ? ((await ctx.db.get(t.queueId)) as Doc<"queues"> | null) : null;
     const company = t.companyId ? ((await ctx.db.get(t.companyId)) as Doc<"companies"> | null) : null;
+    const machineSnapshot = t.machineSnapshot as
+      | {
+          hostname?: string
+          persona?: string
+          assignedUserName?: string
+          assignedUserEmail?: string
+          status?: string
+        }
+      | undefined;
+    let machineSummary:
+      | {
+          id: Id<"machines"> | null
+          hostname: string | null
+          persona: string | null
+          assignedUserName: string | null
+          assignedUserEmail: string | null
+          status: string | null
+        }
+      | null = null;
+    if (t.machineId) {
+      const machineDoc = (await ctx.db.get(t.machineId)) as Doc<"machines"> | null;
+      machineSummary = {
+        id: t.machineId,
+        hostname: machineDoc?.hostname ?? machineSnapshot?.hostname ?? null,
+        persona: machineDoc?.persona ?? machineSnapshot?.persona ?? null,
+        assignedUserName: machineDoc?.assignedUserName ?? machineSnapshot?.assignedUserName ?? null,
+        assignedUserEmail: machineDoc?.assignedUserEmail ?? machineSnapshot?.assignedUserEmail ?? null,
+        status: machineDoc?.status ?? machineSnapshot?.status ?? null,
+      };
+    } else if (machineSnapshot) {
+      machineSummary = {
+        id: null,
+        hostname: machineSnapshot.hostname ?? null,
+        persona: machineSnapshot.persona ?? null,
+        assignedUserName: machineSnapshot.assignedUserName ?? null,
+        assignedUserEmail: machineSnapshot.assignedUserEmail ?? null,
+        status: machineSnapshot.status ?? null,
+      };
+    }
     const queueName = normalizeQueueName(queue);
     const category = t.categoryId ? await ctx.db.get(t.categoryId) : null;
     const subcategory = t.subcategoryId ? await ctx.db.get(t.subcategoryId) : null;
@@ -1011,6 +1181,7 @@ export const getById = query({
       tags: t.tags ?? [],
       lastTimelineEntry: null,
       metrics: null,
+      machine: machineSummary,
       category: category
         ? {
             id: category._id,
@@ -1082,6 +1253,7 @@ export const create = mutation({
     assigneeId: v.optional(v.id("users")),
     categoryId: v.id("ticketCategories"),
     subcategoryId: v.id("ticketSubcategories"),
+    machineId: v.optional(v.id("machines")),
     customFields: v.optional(
       v.array(
         v.object({
@@ -1147,6 +1319,15 @@ export const create = mutation({
       }
     }
 
+    let machineDoc: Doc<"machines"> | null = null
+    if (args.machineId) {
+      const machine = (await ctx.db.get(args.machineId)) as Doc<"machines"> | null
+      if (!machine || machine.tenantId !== args.tenantId) {
+        throw new ConvexError("Máquina inválida para este chamado")
+      }
+      machineDoc = machine
+    }
+
     const normalizedCustomFields = await normalizeCustomFieldValues(ctx, args.tenantId, args.customFields ?? undefined);
     // compute next reference (simple monotonic counter per tenant)
     const existing = await ctx.db
@@ -1156,14 +1337,20 @@ export const create = mutation({
       .take(1);
     const nextRef = existing[0]?.reference ? existing[0].reference + 1 : 41000;
     const now = Date.now();
-    const initialStatus: TicketStatusNormalized = initialAssigneeId ? "AWAITING_ATTENDANCE" : "PENDING";
+    const initialStatus: TicketStatusNormalized = "PENDING";
     const requesterSnapshot = {
       name: requester.name,
       email: requester.email,
       avatarUrl: requester.avatarUrl ?? undefined,
       teams: requester.teams ?? undefined,
     }
-    const companyDoc = requester.companyId ? (await ctx.db.get(requester.companyId)) : null
+    let companyDoc = requester.companyId ? (await ctx.db.get(requester.companyId)) : null
+    if (!companyDoc && machineDoc?.companyId) {
+      const candidateCompany = await ctx.db.get(machineDoc.companyId)
+      if (candidateCompany && candidateCompany.tenantId === args.tenantId) {
+        companyDoc = candidateCompany as Doc<"companies">
+      }
+    }
     const companySnapshot = companyDoc
       ? { name: companyDoc.name, slug: companyDoc.slug, isAvulso: companyDoc.isAvulso ?? undefined }
       : undefined
@@ -1205,8 +1392,18 @@ export const create = mutation({
       requesterSnapshot,
       assigneeId: initialAssigneeId,
       assigneeSnapshot,
-      companyId: requester.companyId ?? undefined,
+      companyId: companyDoc?._id ?? requester.companyId ?? undefined,
       companySnapshot,
+      machineId: machineDoc?._id ?? undefined,
+      machineSnapshot: machineDoc
+        ? {
+            hostname: machineDoc.hostname ?? undefined,
+            persona: machineDoc.persona ?? undefined,
+            assignedUserName: machineDoc.assignedUserName ?? undefined,
+            assignedUserEmail: machineDoc.assignedUserEmail ?? undefined,
+            status: machineDoc.status ?? undefined,
+          }
+        : undefined,
       working: false,
       activeSessionId: undefined,
       totalWorkedMs: 0,
@@ -1492,6 +1689,9 @@ export const updateStatus = mutation({
     const ticketDoc = ticket as Doc<"tickets">
     await requireTicketStaff(ctx, actorId, ticketDoc)
     const normalizedStatus = normalizeStatus(status)
+    if (normalizedStatus === "AWAITING_ATTENDANCE" && !ticketDoc.activeSessionId) {
+      throw new ConvexError("Inicie o atendimento antes de marcar o ticket como em andamento.")
+    }
     const now = Date.now();
     await ctx.db.patch(ticketId, { status: normalizedStatus, updatedAt: now });
     await ctx.db.insert("ticketEvents", {
@@ -2006,6 +2206,26 @@ export const pauseWork = mutation({
     }
 
     if (!ticketDoc.activeSessionId) {
+      const normalizedStatus = normalizeStatus(ticketDoc.status)
+      if (normalizedStatus === "AWAITING_ATTENDANCE") {
+        const now = Date.now()
+        await ctx.db.patch(ticketId, {
+          status: "PAUSED",
+          working: false,
+          updatedAt: now,
+        })
+        await ctx.db.insert("ticketEvents", {
+          ticketId,
+          type: "STATUS_CHANGED",
+          payload: {
+            to: "PAUSED",
+            toLabel: STATUS_LABELS.PAUSED,
+            actorId,
+          },
+          createdAt: now,
+        })
+        return { status: "paused", durationMs: 0, pauseReason: reason, pauseNote: note ?? "", serverNow: now }
+      }
       return { status: "already_paused" }
     }
 
@@ -2278,15 +2498,21 @@ export const playNext = mutation({
     const chosen = candidates[0];
     const now = Date.now();
     const currentStatus = normalizeStatus(chosen.status);
-    const nextStatus: TicketStatusNormalized =
+    const nextStatus: TicketStatusNormalized = currentStatus;
-      currentStatus === "PENDING" ? "AWAITING_ATTENDANCE" : currentStatus;
     const assigneeSnapshot = {
       name: agent.name,
       email: agent.email,
       avatarUrl: agent.avatarUrl ?? undefined,
       teams: agent.teams ?? undefined,
     }
-    await ctx.db.patch(chosen._id, { assigneeId: agentId, assigneeSnapshot, status: nextStatus, updatedAt: now });
+    await ctx.db.patch(chosen._id, {
+      assigneeId: agentId,
+      assigneeSnapshot,
+      status: nextStatus,
+      working: false,
+      activeSessionId: undefined,
+      updatedAt: now,
+    });
     await ctx.db.insert("ticketEvents", {
       ticketId: chosen._id,
       type: "ASSIGNEE_CHANGED",

convex/users.ts

@@ -15,6 +15,8 @@ export const ensureUser = mutation({
     role: v.optional(v.string()),
     teams: v.optional(v.array(v.string())),
     companyId: v.optional(v.id("companies")),
+    jobTitle: v.optional(v.string()),
+    managerId: v.optional(v.id("users")),
   },
   handler: async (ctx, args) => {
     const existing = await ctx.db
@@ -23,23 +25,38 @@ export const ensureUser = mutation({
       .first();
     const reconcile = async (record: typeof existing) => {
       if (!record) return null;
+      const hasJobTitleArg = Object.prototype.hasOwnProperty.call(args, "jobTitle");
+      const hasManagerArg = Object.prototype.hasOwnProperty.call(args, "managerId");
+      const jobTitleChanged = hasJobTitleArg ? (record.jobTitle ?? null) !== (args.jobTitle ?? null) : false;
+      const managerChanged = hasManagerArg
+        ? String(record.managerId ?? "") !== String(args.managerId ?? "")
+        : false;
       const shouldPatch =
         record.tenantId !== args.tenantId ||
         (args.role && record.role !== args.role) ||
         (args.avatarUrl && record.avatarUrl !== args.avatarUrl) ||
         record.name !== args.name ||
         (args.teams && JSON.stringify(args.teams) !== JSON.stringify(record.teams ?? [])) ||
-        (args.companyId && record.companyId !== args.companyId);
+        (args.companyId && record.companyId !== args.companyId) ||
+        jobTitleChanged ||
+        managerChanged;
 
       if (shouldPatch) {
-        await ctx.db.patch(record._id, {
+        const patch: Record<string, unknown> = {
           tenantId: args.tenantId,
           role: args.role ?? record.role,
           avatarUrl: args.avatarUrl ?? record.avatarUrl,
           name: args.name,
           teams: args.teams ?? record.teams,
           companyId: args.companyId ?? record.companyId,
-        });
+        };
+        if (hasJobTitleArg) {
+          patch.jobTitle = args.jobTitle ?? undefined;
+        }
+        if (hasManagerArg) {
+          patch.managerId = args.managerId ?? undefined;
+        }
+        await ctx.db.patch(record._id, patch);
         const updated = await ctx.db.get(record._id);
         if (updated) {
           return updated;
@@ -70,6 +87,8 @@ export const ensureUser = mutation({
       role: args.role ?? "AGENT",
       teams: args.teams ?? [],
       companyId: args.companyId,
+      jobTitle: args.jobTitle,
+      managerId: args.managerId,
     });
     return await ctx.db.get(id);
   },
@@ -151,6 +170,8 @@ export const listCustomers = query({
           companyName: company?.name ?? null,
           companyIsAvulso: Boolean(company?.isAvulso),
           avatarUrl: user.avatarUrl ?? null,
+          jobTitle: user.jobTitle ?? null,
+          managerId: user.managerId ? String(user.managerId) : null,
         }
       })
       .sort((a, b) => a.name.localeCompare(b.name ?? "", "pt-BR"))
@@ -239,6 +260,17 @@ export const deleteUser = mutation({
       }
     }
 
+    // Limpa vínculo de subordinados
+    const directReports = await ctx.db
+      .query("users")
+      .withIndex("by_tenant_manager", (q) => q.eq("tenantId", user.tenantId).eq("managerId", userId))
+      .collect();
+    await Promise.all(
+      directReports.map(async (report) => {
+        await ctx.db.patch(report._id, { managerId: undefined });
+      })
+    );
+
     await ctx.db.delete(userId);
     return { status: "deleted" };
   },

prisma/migrations/20251027195301_add_user_manager_fields/migration.sql

@@ -0,0 +1,28 @@
+-- RedefineTables
+PRAGMA defer_foreign_keys=ON;
+PRAGMA foreign_keys=OFF;
+CREATE TABLE "new_User" (
+    "id" TEXT NOT NULL PRIMARY KEY,
+    "tenantId" TEXT NOT NULL,
+    "name" TEXT NOT NULL,
+    "email" TEXT NOT NULL,
+    "role" TEXT NOT NULL,
+    "jobTitle" TEXT,
+    "managerId" TEXT,
+    "timezone" TEXT NOT NULL DEFAULT 'America/Sao_Paulo',
+    "avatarUrl" TEXT,
+    "companyId" TEXT,
+    "createdAt" DATETIME NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    "updatedAt" DATETIME NOT NULL,
+    CONSTRAINT "User_managerId_fkey" FOREIGN KEY ("managerId") REFERENCES "User" ("id") ON DELETE SET NULL ON UPDATE CASCADE,
+    CONSTRAINT "User_companyId_fkey" FOREIGN KEY ("companyId") REFERENCES "Company" ("id") ON DELETE SET NULL ON UPDATE CASCADE
+);
+INSERT INTO "new_User" ("avatarUrl", "companyId", "createdAt", "email", "id", "name", "role", "tenantId", "timezone", "updatedAt") SELECT "avatarUrl", "companyId", "createdAt", "email", "id", "name", "role", "tenantId", "timezone", "updatedAt" FROM "User";
+DROP TABLE "User";
+ALTER TABLE "new_User" RENAME TO "User";
+CREATE UNIQUE INDEX "User_email_key" ON "User"("email");
+CREATE INDEX "User_tenantId_role_idx" ON "User"("tenantId", "role");
+CREATE INDEX "User_tenantId_companyId_idx" ON "User"("tenantId", "companyId");
+CREATE INDEX "User_tenantId_managerId_idx" ON "User"("tenantId", "managerId");
+PRAGMA foreign_keys=ON;
+PRAGMA defer_foreign_keys=OFF;

prisma/schema.prisma

@@ -130,6 +130,8 @@ model User {
   name             String
   email            String          @unique
   role             UserRole
+  jobTitle         String?
+  managerId        String?
   timezone         String          @default("America/Sao_Paulo")
   avatarUrl        String?
   companyId        String?
@@ -140,10 +142,13 @@ model User {
   createdAt        DateTime        @default(now())
   updatedAt        DateTime        @updatedAt
 
+  manager          User?           @relation("UserManager", fields: [managerId], references: [id])
+  reports          User[]          @relation("UserManager")
   company Company? @relation(fields: [companyId], references: [id])
 
   @@index([tenantId, role])
   @@index([tenantId, companyId])
+  @@index([tenantId, managerId])
 }
 
 model Queue {

src/app/admin/users/page.tsx

@@ -25,6 +25,13 @@ export default async function AdminUsersPage() {
           name: true,
         },
       },
+      manager: {
+        select: {
+          id: true,
+          name: true,
+          email: true,
+        },
+      },
     },
     orderBy: { createdAt: "desc" },
   })
@@ -71,6 +78,10 @@ export default async function AdminUsersPage() {
       role: user.role === "MANAGER" ? "MANAGER" : "COLLABORATOR",
       companyId: user.companyId ?? null,
       companyName: user.company?.name ?? null,
+      jobTitle: user.jobTitle ?? null,
+      managerId: user.managerId ?? null,
+      managerName: user.manager?.name ?? null,
+      managerEmail: user.manager?.email ?? null,
       tenantId: user.tenantId,
       createdAt: user.createdAt.toISOString(),
       updatedAt: user.updatedAt.toISOString(),

src/app/api/admin/users/[id]/route.ts

@@ -1,6 +1,6 @@
 import { NextResponse } from "next/server"
 import type { Id } from "@/convex/_generated/dataModel"
-import type { UserRole } from "@prisma/client"
+import type { Prisma, UserRole } from "@prisma/client"
 import { api } from "@/convex/_generated/api"
 import { ConvexHttpClient } from "convex/browser"
 import { prisma } from "@/lib/prisma"
@@ -57,6 +57,9 @@ export async function GET(_: Request, { params }: { params: Promise<{ id: string
     select: {
       companyId: true,
       company: { select: { name: true } },
+      jobTitle: true,
+      managerId: true,
+      manager: { select: { id: true, name: true, email: true } },
     },
   })
 
@@ -72,6 +75,10 @@ export async function GET(_: Request, { params }: { params: Promise<{ id: string
       companyId: domain?.companyId ?? null,
       companyName: domain?.company?.name ?? null,
       machinePersona: user.machinePersona ?? null,
+      jobTitle: domain?.jobTitle ?? null,
+      managerId: domain?.managerId ?? null,
+      managerName: domain?.manager?.name ?? null,
+      managerEmail: domain?.manager?.email ?? null,
     },
   })
 }
@@ -90,6 +97,8 @@ export async function PATCH(request: Request, { params }: { params: Promise<{ id
     role?: RoleOption
     tenantId?: string
     companyId?: string | null
+    jobTitle?: string | null
+    managerId?: string | null
   } | null
 
   if (!payload || typeof payload !== "object") {
@@ -106,6 +115,39 @@ export async function PATCH(request: Request, { params }: { params: Promise<{ id
   const nextRole = normalizeRole(payload.role ?? user.role)
   const nextTenant = (payload.tenantId ?? user.tenantId ?? DEFAULT_TENANT_ID).trim() || DEFAULT_TENANT_ID
   const companyId = payload.companyId ? payload.companyId : null
+  const hasJobTitleField = Object.prototype.hasOwnProperty.call(payload, "jobTitle")
+  let jobTitle: string | null | undefined
+  if (hasJobTitleField) {
+    if (typeof payload.jobTitle === "string") {
+      const trimmed = payload.jobTitle.trim()
+      jobTitle = trimmed.length > 0 ? trimmed : null
+    } else {
+      jobTitle = null
+    }
+  }
+  const hasManagerField = Object.prototype.hasOwnProperty.call(payload, "managerId")
+  let managerIdValue: string | null | undefined
+  if (hasManagerField) {
+    if (typeof payload.managerId === "string") {
+      const trimmed = payload.managerId.trim()
+      managerIdValue = trimmed.length > 0 ? trimmed : null
+    } else {
+      managerIdValue = null
+    }
+  }
+  let managerRecord: { id: string; email: string; tenantId: string; name: string } | null = null
+  if (managerIdValue && managerIdValue !== null) {
+    managerRecord = await prisma.user.findUnique({
+      where: { id: managerIdValue },
+      select: { id: true, email: true, tenantId: true, name: true },
+    })
+    if (!managerRecord) {
+      return NextResponse.json({ error: "Gestor informado não foi encontrado." }, { status: 400 })
+    }
+    if (managerRecord.tenantId !== nextTenant) {
+      return NextResponse.json({ error: "Gestor pertence a outro cliente." }, { status: 400 })
+    }
+  }
 
   if (!nextEmail || !nextEmail.includes("@")) {
     return NextResponse.json({ error: "Informe um e-mail válido" }, { status: 400 })
@@ -159,33 +201,58 @@ export async function PATCH(request: Request, { params }: { params: Promise<{ id
     return NextResponse.json({ error: "Empresa não encontrada" }, { status: 400 })
   }
 
+  if (domainUser && managerRecord && managerRecord.id === domainUser.id) {
+    return NextResponse.json({ error: "Um usuário não pode ser gestor de si mesmo." }, { status: 400 })
+  }
+
   if (domainUser) {
-    await prisma.user.update({
+    const updateData: Prisma.UserUncheckedUpdateInput = {
-      where: { id: domainUser.id },
-      data: {
       email: nextEmail,
       name: nextName || domainUser.name,
       role: mapToUserRole(nextRole),
       tenantId: nextTenant,
       companyId: companyId ?? null,
-      },
+    }
+    if (hasJobTitleField) {
+      updateData.jobTitle = jobTitle ?? null
+    }
+    if (hasManagerField) {
+      updateData.managerId = managerRecord?.id ?? null
+    }
+    await prisma.user.update({
+      where: { id: domainUser.id },
+      data: updateData,
     })
   } else {
-    await prisma.user.upsert({
+    const upsertUpdate: Prisma.UserUncheckedUpdateInput = {
-      where: { email: nextEmail },
-      update: {
       name: nextName || nextEmail,
       role: mapToUserRole(nextRole),
       tenantId: nextTenant,
       companyId: companyId ?? null,
-      },
+    }
-      create: {
+    if (hasJobTitleField) {
+      upsertUpdate.jobTitle = jobTitle ?? null
+    }
+    if (hasManagerField) {
+      upsertUpdate.managerId = managerRecord?.id ?? null
+    }
+    const upsertCreate: Prisma.UserUncheckedCreateInput = {
       email: nextEmail,
       name: nextName || nextEmail,
       role: mapToUserRole(nextRole),
       tenantId: nextTenant,
       companyId: companyId ?? null,
-      },
+    }
+    if (hasJobTitleField) {
+      upsertCreate.jobTitle = jobTitle ?? null
+    }
+    if (hasManagerField) {
+      upsertCreate.managerId = managerRecord?.id ?? null
+    }
+    await prisma.user.upsert({
+      where: { email: nextEmail },
+      update: upsertUpdate,
+      create: upsertCreate,
     })
   }
 
@@ -193,19 +260,60 @@ export async function PATCH(request: Request, { params }: { params: Promise<{ id
   if (convexUrl) {
     try {
       const convex = new ConvexHttpClient(convexUrl)
-      await convex.mutation(api.users.ensureUser, {
+      let managerConvexId: Id<"users"> | undefined
+      if (hasManagerField && managerRecord?.email) {
+        try {
+          const managerUser = await convex.query(api.users.findByEmail, {
+            tenantId: nextTenant,
+            email: managerRecord.email,
+          })
+          if (managerUser?._id) {
+            managerConvexId = managerUser._id as Id<"users">
+          }
+        } catch (error) {
+          console.warn("Falha ao localizar gestor no Convex", error)
+        }
+      }
+      const ensurePayload: {
+        tenantId: string
+        email: string
+        name: string
+        avatarUrl?: string
+        role: string
+        companyId?: Id<"companies">
+        jobTitle?: string | undefined
+        managerId?: Id<"users">
+      } = {
         tenantId: nextTenant,
         email: nextEmail,
         name: nextName || nextEmail,
         avatarUrl: updated.avatarUrl ?? undefined,
         role: nextRole.toUpperCase(),
-        companyId: companyId ? (companyId as Id<"companies">) : undefined,
+      }
-      })
+      if (companyId) {
+        ensurePayload.companyId = companyId as Id<"companies">
+      }
+      if (hasJobTitleField) {
+        ensurePayload.jobTitle = jobTitle ?? undefined
+      }
+      if (hasManagerField) {
+        ensurePayload.managerId = managerConvexId
+      }
+      await convex.mutation(api.users.ensureUser, ensurePayload)
     } catch (error) {
       console.warn("Falha ao sincronizar usuário no Convex", error)
     }
   }
 
+  const updatedDomain = await prisma.user.findUnique({
+    where: { email: nextEmail },
+    select: {
+      jobTitle: true,
+      managerId: true,
+      manager: { select: { name: true, email: true } },
+    },
+  })
+
   return NextResponse.json({
     user: {
       id: updated.id,
@@ -218,6 +326,10 @@ export async function PATCH(request: Request, { params }: { params: Promise<{ id
       companyId,
       companyName: companyData?.name ?? null,
       machinePersona: updated.machinePersona ?? null,
+      jobTitle: updatedDomain?.jobTitle ?? null,
+      managerId: updatedDomain?.managerId ?? null,
+      managerName: updatedDomain?.manager?.name ?? null,
+      managerEmail: updatedDomain?.manager?.email ?? null,
     },
   })
 }

src/app/api/admin/users/route.ts

@@ -3,6 +3,7 @@ import { NextResponse } from "next/server"
 import { hashPassword } from "better-auth/crypto"
 import { ConvexHttpClient } from "convex/browser"
 import type { UserRole } from "@prisma/client"
+import type { Id } from "@/convex/_generated/dataModel"
 
 import { prisma } from "@/lib/prisma"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
@@ -52,6 +53,13 @@ export async function GET() {
           name: true,
         },
       },
+      manager: {
+        select: {
+          id: true,
+          name: true,
+          email: true,
+        },
+      },
     },
     orderBy: { createdAt: "desc" },
   })
@@ -102,6 +110,10 @@ export async function GET() {
       role: normalizeRole(user.role),
       companyId: user.companyId,
       companyName: user.company?.name ?? null,
+      jobTitle: user.jobTitle ?? null,
+      managerId: user.managerId,
+      managerName: user.manager?.name ?? null,
+      managerEmail: user.manager?.email ?? null,
       tenantId: user.tenantId,
       createdAt: user.createdAt.toISOString(),
       updatedAt: user.updatedAt.toISOString(),
@@ -124,6 +136,8 @@ export async function POST(request: Request) {
     email?: string
     role?: string
     tenantId?: string
+    jobTitle?: string | null
+    managerId?: string | null
   } | null
 
   if (!body || typeof body !== "object") {
@@ -141,6 +155,25 @@ export async function POST(request: Request) {
     return NextResponse.json({ error: "Informe um e-mail válido" }, { status: 400 })
   }
 
+  const rawJobTitle = typeof body.jobTitle === "string" ? body.jobTitle.trim() : null
+  const jobTitle = rawJobTitle ? rawJobTitle : null
+  const rawManagerId = typeof body.managerId === "string" ? body.managerId.trim() : ""
+  const managerId = rawManagerId.length > 0 ? rawManagerId : null
+
+  let managerRecord: { id: string; email: string; tenantId: string; name: string } | null = null
+  if (managerId) {
+    managerRecord = await prisma.user.findUnique({
+      where: { id: managerId },
+      select: { id: true, email: true, tenantId: true, name: true },
+    })
+    if (!managerRecord) {
+      return NextResponse.json({ error: "Gestor informado não foi encontrado." }, { status: 400 })
+    }
+    if (managerRecord.tenantId !== tenantId) {
+      return NextResponse.json({ error: "Gestor pertence a outro cliente." }, { status: 400 })
+    }
+  }
+
   const normalizedRole = normalizeRole(body.role)
   const authRole = normalizedRole.toLowerCase()
   const userRole = normalizedRole as UserRole
@@ -176,12 +209,16 @@ export async function POST(request: Request) {
         name,
         role: userRole,
         tenantId,
+        jobTitle,
+        managerId: managerRecord?.id ?? null,
       },
       create: {
         name,
         email,
         role: userRole,
         tenantId,
+        jobTitle,
+        managerId: managerRecord?.id ?? null,
       },
     })
 
@@ -192,12 +229,28 @@ export async function POST(request: Request) {
   if (convexUrl) {
     try {
       const convex = new ConvexHttpClient(convexUrl)
+      let managerConvexId: Id<"users"> | undefined
+      if (managerRecord?.email) {
+        try {
+          const convexManager = await convex.query(api.users.findByEmail, {
+            tenantId,
+            email: managerRecord.email,
+          })
+          if (convexManager?._id) {
+            managerConvexId = convexManager._id as Id<"users">
+          }
+        } catch (error) {
+          console.warn("[admin/users] Falha ao localizar gestor no Convex", error)
+        }
+      }
       await convex.mutation(api.users.ensureUser, {
         tenantId,
         email,
         name,
         avatarUrl: authUser.avatarUrl ?? undefined,
         role: userRole,
+        jobTitle: jobTitle ?? undefined,
+        managerId: managerConvexId,
       })
     } catch (error) {
       console.error("[admin/users] ensureUser failed", error)
@@ -213,6 +266,10 @@ export async function POST(request: Request) {
       role: authRole,
       tenantId: domainUser.tenantId,
       createdAt: domainUser.createdAt.toISOString(),
+      jobTitle,
+      managerId: managerRecord?.id ?? null,
+      managerName: managerRecord?.name ?? null,
+      managerEmail: managerRecord?.email ?? null,
     },
     temporaryPassword,
   })

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

@@ -6,7 +6,7 @@ import type { Id } from "@/convex/_generated/dataModel"
 import { env } from "@/lib/env"
 import { assertAuthenticatedSession } from "@/lib/auth-server"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
-import { rowsToCsv } from "@/lib/csv"
+import { buildXlsxWorkbook } from "@/lib/xlsx"
 
 export const runtime = "nodejs"
 
@@ -35,7 +35,7 @@ export async function GET(request: Request) {
     })
     viewerId = ensuredUser?._id ?? null
   } catch (error) {
-    console.error("Failed to synchronize user with Convex for backlog CSV", error)
+    console.error("Failed to synchronize user with Convex for backlog export", error)
     return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
   }
 
@@ -54,14 +54,17 @@ export async function GET(request: Request) {
       companyId: companyId as unknown as Id<"companies">,
     })
 
-    const rows: Array<Array<unknown>> = []
+    const summaryRows: Array<Array<unknown>> = [
-    rows.push(["Relatório", "Backlog"])
+      ["Relatório", "Backlog"],
-    rows.push(["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : "—"])
+      ["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : "—"],
-    if (companyId) rows.push(["EmpresaId", companyId])
+    ]
-    rows.push([])
+    if (companyId) {
-    rows.push(["Seção", "Chave", "Valor"]) // header
+      summaryRows.push(["EmpresaId", companyId])
+    }
+    summaryRows.push(["Chamados em aberto", report.totalOpen])
+
+    const distributionRows: Array<Array<unknown>> = []
 
-    // Status
     const STATUS_PT: Record<string, string> = {
       PENDING: "Pendentes",
       AWAITING_ATTENDANCE: "Em andamento",
@@ -69,10 +72,9 @@ export async function GET(request: Request) {
       RESOLVED: "Resolvidos",
     }
     for (const [status, total] of Object.entries(report.statusCounts)) {
-      rows.push(["Status", STATUS_PT[status] ?? status, total])
+      distributionRows.push(["Status", STATUS_PT[status] ?? status, total])
     }
 
-    // Prioridade
     const PRIORITY_PT: Record<string, string> = {
       LOW: "Baixa",
       MEDIUM: "Média",
@@ -80,26 +82,37 @@ export async function GET(request: Request) {
       URGENT: "Crítica",
     }
     for (const [priority, total] of Object.entries(report.priorityCounts)) {
-      rows.push(["Prioridade", PRIORITY_PT[priority] ?? priority, total])
+      distributionRows.push(["Prioridade", PRIORITY_PT[priority] ?? priority, total])
     }
 
-    // Filas
     for (const q of report.queueCounts) {
-      rows.push(["Fila", q.name || q.id, q.total])
+      distributionRows.push(["Fila", q.name || q.id, q.total])
     }
 
-    rows.push(["Abertos", "Total", report.totalOpen])
+    const workbook = buildXlsxWorkbook([
+      {
+        name: "Resumo",
+        headers: ["Item", "Valor"],
+        rows: summaryRows,
+      },
+      {
+        name: "Distribuições",
+        headers: ["Categoria", "Chave", "Total"],
+        rows: distributionRows,
+      },
+    ])
 
-    const csv = rowsToCsv(rows)
+    const body = new Uint8Array(workbook)
-    return new NextResponse(csv, {
+
+    return new NextResponse(body, {
       headers: {
-        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Type": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
-        "Content-Disposition": `attachment; filename="backlog-${tenantId}-${report.rangeDays ?? 'all'}d.csv"`,
+        "Content-Disposition": `attachment; filename="backlog-${tenantId}-${report.rangeDays ?? 'all'}d.xlsx"`,
         "Cache-Control": "no-store",
       },
     })
   } catch (error) {
-    console.error("Failed to generate backlog CSV", error)
+    console.error("Failed to generate backlog export", error)
-    return NextResponse.json({ error: "Falha ao gerar CSV do backlog" }, { status: 500 })
+    return NextResponse.json({ error: "Falha ao gerar planilha do backlog" }, { status: 500 })
   }
 }

src/app/api/reports/csat.xlsx/route.ts

@@ -6,7 +6,7 @@ import type { Id } from "@/convex/_generated/dataModel"
 import { env } from "@/lib/env"
 import { assertAuthenticatedSession } from "@/lib/auth-server"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
-import { rowsToCsv } from "@/lib/csv"
+import { buildXlsxWorkbook } from "@/lib/xlsx"
 
 export const runtime = "nodejs"
 
@@ -39,7 +39,7 @@ export async function GET(request: Request) {
     })
     viewerId = ensuredUser?._id ?? null
   } catch (error) {
-    console.error("Failed to synchronize user with Convex for CSAT CSV", error)
+    console.error("Failed to synchronize user with Convex for CSAT export", error)
     return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
   }
 
@@ -55,36 +55,56 @@ export async function GET(request: Request) {
       companyId: companyId as unknown as Id<"companies">,
     })
 
-    const rows: Array<Array<unknown>> = []
+    const summaryRows: Array<Array<unknown>> = [
-    rows.push(["Relatório", "CSAT"])
+      ["Relatório", "CSAT"],
-    rows.push(["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : (range ?? '90d')])
+      ["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : range ?? "90d"],
-    if (companyId) rows.push(["EmpresaId", companyId])
+    ]
-    rows.push([])
+    if (companyId) {
-    rows.push(["Métrica", "Valor"]) // header
+      summaryRows.push(["EmpresaId", companyId])
-    rows.push(["CSAT médio", report.averageScore ?? "—"])
-    rows.push(["Total de respostas", report.totalSurveys ?? 0])
-    rows.push([])
-    rows.push(["Distribuição", "Total"])
-    for (const entry of report.distribution ?? []) {
-      rows.push([`Nota ${entry.score}`, entry.total])
-    }
-    rows.push([])
-    rows.push(["Recentes", "Nota", "Recebido em"])
-    for (const item of report.recent ?? []) {
-      const date = new Date(item.receivedAt).toISOString()
-      rows.push([`#${item.reference}`, item.score, date])
     }
+    summaryRows.push(["CSAT médio", report.averageScore ?? "—"])
+    summaryRows.push(["Total de respostas", report.totalSurveys ?? 0])
 
-    const csv = rowsToCsv(rows)
+    const distributionRows: Array<Array<unknown>> = (report.distribution ?? []).map((entry) => [
-    return new NextResponse(csv, {
+      entry.score,
+      entry.total,
+    ])
+
+    const recentRows: Array<Array<unknown>> = (report.recent ?? []).map((item) => [
+      `#${item.reference}`,
+      item.score,
+      new Date(item.receivedAt).toISOString(),
+    ])
+
+    const workbook = buildXlsxWorkbook([
+      {
+        name: "Resumo",
+        headers: ["Métrica", "Valor"],
+        rows: summaryRows,
+      },
+      {
+        name: "Distribuição",
+        headers: ["Nota", "Total"],
+        rows: distributionRows.length > 0 ? distributionRows : [["—", 0]],
+      },
+      {
+        name: "Respostas recentes",
+        headers: ["Ticket", "Nota", "Recebido em"],
+        rows: recentRows.length > 0 ? recentRows : [["—", "—", "—"]],
+      },
+    ])
+
+    const body = new Uint8Array(workbook)
+
+    return new NextResponse(body, {
       headers: {
-        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Type": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
-        "Content-Disposition": `attachment; filename="csat-${tenantId}-${report.rangeDays ?? '90'}d.csv"`,
+        "Content-Disposition": `attachment; filename="csat-${tenantId}-${report.rangeDays ?? '90'}d.xlsx"`,
         "Cache-Control": "no-store",
       },
     })
   } catch (error) {
-    console.error("Failed to generate CSAT CSV", error)
+    console.error("Failed to generate CSAT export", error)
-    return NextResponse.json({ error: "Falha ao gerar CSV de CSAT" }, { status: 500 })
+    return NextResponse.json({ error: "Falha ao gerar planilha de CSAT" }, { status: 500 })
   }
 }

src/app/api/reports/hours-by-client.xlsx/route.ts

@@ -6,12 +6,9 @@ import type { Id } from "@/convex/_generated/dataModel"
 import { env } from "@/lib/env"
 import { assertAuthenticatedSession } from "@/lib/auth-server"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
-import { rowsToCsv } from "@/lib/csv"
+import { buildXlsxWorkbook } from "@/lib/xlsx"
 
 export const runtime = "nodejs"
-function msToHours(ms: number) {
-  return (ms / 3600000).toFixed(2)
-}
 
 export async function GET(request: Request) {
   const session = await assertAuthenticatedSession()
@@ -49,33 +46,59 @@ export async function GET(request: Request) {
       range,
     })
 
-    const rows: Array<Array<unknown>> = []
+    const summaryRows: Array<Array<unknown>> = [
-    rows.push(["Relatório", "Horas por cliente"]) 
+      ["Relatório", "Horas por cliente"],
-    rows.push(["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : (range ?? '90d')])
+      ["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : range ?? "90d"],
-    if (q) rows.push(["Filtro", q])
+    ]
-    rows.push([])
+    if (q) summaryRows.push(["Filtro", q])
-    rows.push(["Cliente", "Avulso", "Horas internas", "Horas externas", "Horas totais", "Horas contratadas/mês", "% uso"])
+    if (companyId) summaryRows.push(["EmpresaId", companyId])
+    summaryRows.push(["Total de clientes", (report.items as Array<unknown>).length])
+
     type Item = { companyId: string; name: string; isAvulso: boolean; internalMs: number; externalMs: number; totalMs: number; contractedHoursPerMonth: number | null }
     let items = (report.items as Item[])
     if (companyId) items = items.filter((i) => String(i.companyId) === companyId)
     if (q) items = items.filter((i) => i.name.toLowerCase().includes(q))
-    for (const item of items) {
+
-      const internalH = msToHours(item.internalMs)
+    const dataRows = items.map((item) => {
-      const externalH = msToHours(item.externalMs)
+      const internalHours = item.internalMs / 3600000
-      const totalH = msToHours(item.totalMs)
+      const externalHours = item.externalMs / 3600000
-      const contracted = item.contractedHoursPerMonth ?? "—"
+      const totalHours = item.totalMs / 3600000
-      const pct = item.contractedHoursPerMonth ? ((item.totalMs / 3600000) / item.contractedHoursPerMonth * 100).toFixed(1) + "%" : "—"
+      const contracted = item.contractedHoursPerMonth
-      rows.push([item.name, item.isAvulso ? "Sim" : "Não", internalH, externalH, totalH, contracted, pct])
+      const usagePct = contracted ? (totalHours / contracted) * 100 : null
-    }
+      return [
-    const csv = rowsToCsv(rows)
+        item.name,
-    return new NextResponse(csv, {
+        item.isAvulso ? "Sim" : "Não",
+        Number(internalHours.toFixed(2)),
+        Number(externalHours.toFixed(2)),
+        Number(totalHours.toFixed(2)),
+        contracted ?? null,
+        usagePct !== null ? Number(usagePct.toFixed(1)) : null,
+      ]
+    })
+
+    const workbook = buildXlsxWorkbook([
+      {
+        name: "Resumo",
+        headers: ["Item", "Valor"],
+        rows: summaryRows,
+      },
+      {
+        name: "Clientes",
+        headers: ["Cliente", "Avulso", "Horas internas", "Horas externas", "Horas totais", "Horas contratadas/mês", "% uso"],
+        rows: dataRows.length > 0 ? dataRows : [["—", "—", 0, 0, 0, null, null]],
+      },
+    ])
+
+    const body = new Uint8Array(workbook)
+
+    return new NextResponse(body, {
       headers: {
-        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Type": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
-        "Content-Disposition": `attachment; filename="hours-by-client-${tenantId}-${report.rangeDays ?? '90'}d${companyId ? `-${companyId}` : ''}${q ? `-${encodeURIComponent(q)}` : ''}.csv"`,
+        "Content-Disposition": `attachment; filename="hours-by-client-${tenantId}-${report.rangeDays ?? '90'}d${companyId ? `-${companyId}` : ''}${q ? `-${encodeURIComponent(q)}` : ''}.xlsx"`,
         "Cache-Control": "no-store",
       },
     })
   } catch {
-    return NextResponse.json({ error: "Falha ao gerar CSV de horas por cliente" }, { status: 500 })
+    return NextResponse.json({ error: "Falha ao gerar planilha de horas por cliente" }, { status: 500 })
   }
 }

src/app/api/reports/machines-inventory.xlsx/route.ts

@@ -0,0 +1,266 @@
+import { NextResponse } from "next/server"
+import { ConvexHttpClient } from "convex/browser"
+
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+import { env } from "@/lib/env"
+import { assertAuthenticatedSession } from "@/lib/auth-server"
+import { DEFAULT_TENANT_ID } from "@/lib/constants"
+import { buildXlsxWorkbook } from "@/lib/xlsx"
+
+export const runtime = "nodejs"
+
+type MachineListEntry = {
+  id: Id<"machines">
+  tenantId: string
+  hostname: string
+  companyId: Id<"companies"> | null
+  companySlug: string | null
+  companyName: string | null
+  status: string | null
+  isActive: boolean
+  lastHeartbeatAt: number | null
+  persona: string | null
+  assignedUserName: string | null
+  assignedUserEmail: string | null
+  authEmail: string | null
+  osName: string
+  osVersion: string | null
+  architecture: string | null
+  macAddresses: string[]
+  serialNumbers: string[]
+  registeredBy: string | null
+  createdAt: number
+  updatedAt: number
+  token: { expiresAt: number; usageCount: number; lastUsedAt: number | null } | null
+  inventory: Record<string, unknown> | null
+  linkedUsers?: Array<{ id: string; email: string; name: string }>
+}
+
+function formatIso(value: number | null | undefined): string | null {
+  if (typeof value !== "number") return null
+  try {
+    return new Date(value).toISOString()
+  } catch {
+    return null
+  }
+}
+
+function formatMemory(bytes: unknown): number | null {
+  if (typeof bytes !== "number" || !Number.isFinite(bytes) || bytes <= 0) return null
+  const gib = bytes / (1024 ** 3)
+  return Number(gib.toFixed(2))
+}
+
+function extractPrimaryIp(inventory: Record<string, unknown> | null): string | null {
+  if (!inventory) return null
+  const network = inventory.network
+  if (!network) return null
+  if (Array.isArray(network)) {
+    for (const entry of network) {
+      if (entry && typeof entry === "object") {
+        const candidate = (entry as { ip?: unknown }).ip
+        if (typeof candidate === "string" && candidate.trim().length > 0) return candidate.trim()
+      }
+    }
+  } else if (typeof network === "object") {
+    const record = network as Record<string, unknown>
+    const ip =
+      typeof record.primaryIp === "string"
+        ? record.primaryIp
+        : typeof record.publicIp === "string"
+          ? record.publicIp
+          : null
+    if (ip && ip.trim().length > 0) return ip.trim()
+  }
+  return null
+}
+
+function extractHardware(inventory: Record<string, unknown> | null) {
+  if (!inventory) return {}
+  const hardware = inventory.hardware
+  if (!hardware || typeof hardware !== "object") return {}
+  const hw = hardware as Record<string, unknown>
+  return {
+    vendor: typeof hw.vendor === "string" ? hw.vendor : null,
+    model: typeof hw.model === "string" ? hw.model : null,
+    serial: typeof hw.serial === "string" ? hw.serial : null,
+    cpuType: typeof hw.cpuType === "string" ? hw.cpuType : null,
+    physicalCores: typeof hw.physicalCores === "number" ? hw.physicalCores : null,
+    logicalCores: typeof hw.logicalCores === "number" ? hw.logicalCores : null,
+    memoryBytes: typeof hw.memoryBytes === "number" ? hw.memoryBytes : null,
+  }
+}
+
+export async function GET(request: Request) {
+  const session = await assertAuthenticatedSession()
+  if (!session) return NextResponse.json({ error: "Não autorizado" }, { status: 401 })
+
+  const convexUrl = env.NEXT_PUBLIC_CONVEX_URL
+  if (!convexUrl) {
+    return NextResponse.json({ error: "Convex não configurado" }, { status: 500 })
+  }
+
+  const { searchParams } = new URL(request.url)
+  const companyId = searchParams.get("companyId") ?? undefined
+
+  const client = new ConvexHttpClient(convexUrl)
+  const tenantId = session.user.tenantId ?? DEFAULT_TENANT_ID
+
+  let viewerId: string | null = null
+  try {
+    const ensuredUser = await client.mutation(api.users.ensureUser, {
+      tenantId,
+      name: session.user.name ?? session.user.email,
+      email: session.user.email,
+      avatarUrl: session.user.avatarUrl ?? undefined,
+      role: session.user.role.toUpperCase(),
+    })
+    viewerId = ensuredUser?._id ?? null
+  } catch (error) {
+    console.error("Failed to synchronize user with Convex for machines export", error)
+    return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
+  }
+
+  if (!viewerId) {
+    return NextResponse.json({ error: "Usuário não encontrado no Convex" }, { status: 403 })
+  }
+
+  try {
+    const machines = (await client.query(api.machines.listByTenant, {
+      tenantId,
+      includeMetadata: true,
+    })) as MachineListEntry[]
+
+    const filtered = machines.filter((machine) => {
+      if (!companyId) return true
+      return String(machine.companyId ?? "") === companyId || machine.companySlug === companyId
+    })
+
+    const statusCounts = filtered.reduce<Record<string, number>>((acc, machine) => {
+      const key = machine.status ?? "unknown"
+      acc[key] = (acc[key] ?? 0) + 1
+      return acc
+    }, {})
+
+    const summaryRows: Array<Array<unknown>> = [
+      ["Tenant", tenantId],
+      ["Total de máquinas", filtered.length],
+    ]
+    if (companyId) summaryRows.push(["Filtro de empresa", companyId])
+    Object.entries(statusCounts).forEach(([status, total]) => {
+      summaryRows.push([`Status: ${status}`, total])
+    })
+
+    const inventorySheetRows = filtered.map((machine) => {
+      const inventory =
+        machine.inventory && typeof machine.inventory === "object"
+          ? (machine.inventory as Record<string, unknown>)
+          : null
+      const hardware = extractHardware(inventory)
+      const primaryIp = extractPrimaryIp(inventory)
+      const memoryGiB = formatMemory(hardware.memoryBytes)
+      return [
+        machine.hostname,
+        machine.companyName ?? "—",
+        machine.status ?? "unknown",
+        machine.isActive ? "Sim" : "Não",
+        formatIso(machine.lastHeartbeatAt),
+        machine.persona ?? null,
+        machine.assignedUserName ?? null,
+        machine.assignedUserEmail ?? null,
+        machine.authEmail ?? null,
+        machine.osName,
+        machine.osVersion ?? null,
+        machine.architecture ?? null,
+        machine.macAddresses.join(", "),
+        machine.serialNumbers.join(", "),
+        machine.registeredBy ?? null,
+        formatIso(machine.createdAt),
+        formatIso(machine.updatedAt),
+        hardware.vendor,
+        hardware.model,
+        hardware.serial,
+        hardware.cpuType,
+        hardware.physicalCores,
+        hardware.logicalCores,
+        memoryGiB,
+        primaryIp,
+        machine.token?.expiresAt ? formatIso(machine.token.expiresAt) : null,
+        machine.token?.usageCount ?? null,
+      ]
+    })
+
+    const linksSheetRows: Array<Array<unknown>> = []
+    filtered.forEach((machine) => {
+      if (!machine.linkedUsers || machine.linkedUsers.length === 0) return
+      machine.linkedUsers.forEach((user) => {
+        linksSheetRows.push([
+          machine.hostname,
+          machine.companyName ?? "—",
+          user.name ?? user.email ?? "—",
+          user.email ?? "—",
+        ])
+      })
+    })
+
+    const workbook = buildXlsxWorkbook([
+      {
+        name: "Resumo",
+        headers: ["Item", "Valor"],
+        rows: summaryRows,
+      },
+      {
+        name: "Máquinas",
+        headers: [
+          "Hostname",
+          "Empresa",
+          "Status",
+          "Ativa",
+          "Último heartbeat",
+          "Persona",
+          "Responsável",
+          "E-mail responsável",
+          "E-mail autenticado",
+          "Sistema operacional",
+          "Versão SO",
+          "Arquitetura",
+          "Endereços MAC",
+          "Seriais",
+          "Registrada via",
+          "Criada em",
+          "Atualizada em",
+          "Fabricante",
+          "Modelo",
+          "Serial hardware",
+          "Processador",
+          "Cores físicas",
+          "Cores lógicas",
+          "Memória (GiB)",
+          "IP principal",
+          "Token expira em",
+          "Uso do token",
+        ],
+        rows: inventorySheetRows.length > 0 ? inventorySheetRows : [["—"]],
+      },
+      {
+        name: "Vínculos",
+        headers: ["Hostname", "Empresa", "Usuário", "E-mail"],
+        rows: linksSheetRows.length > 0 ? linksSheetRows : [["—", "—", "—", "—"]],
+      },
+    ])
+
+    const body = new Uint8Array(workbook)
+
+    return new NextResponse(body, {
+      headers: {
+        "Content-Type": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
+        "Content-Disposition": `attachment; filename="machines-inventory-${tenantId}${companyId ? `-${companyId}` : ""}.xlsx"`,
+        "Cache-Control": "no-store",
+      },
+    })
+  } catch (error) {
+    console.error("Failed to generate machines inventory export", error)
+    return NextResponse.json({ error: "Falha ao gerar planilha de inventário" }, { status: 500 })
+  }
+}

src/app/api/reports/sla.xlsx/route.ts

@@ -6,21 +6,10 @@ import type { Id } from "@/convex/_generated/dataModel"
 import { env } from "@/lib/env"
 import { assertAuthenticatedSession } from "@/lib/auth-server"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
+import { buildXlsxWorkbook } from "@/lib/xlsx"
 
 export const runtime = "nodejs"
 
-function csvEscape(value: unknown): string {
-  const s = value == null ? "" : String(value)
-  if (/[",\n]/.test(s)) {
-    return '"' + s.replace(/"/g, '""') + '"'
-  }
-  return s
-}
-
-function rowsToCsv(rows: Array<Array<unknown>>): string {
-  return rows.map((row) => row.map(csvEscape).join(",")).join("\n") + "\n"
-}
-
 export async function GET(request: Request) {
   const session = await assertAuthenticatedSession()
   if (!session) {
@@ -50,7 +39,7 @@ export async function GET(request: Request) {
     })
     viewerId = ensuredUser?._id ?? null
   } catch (error) {
-    console.error("Failed to synchronize user with Convex for SLA CSV", error)
+    console.error("Failed to synchronize user with Convex for SLA export", error)
     return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
   }
 
@@ -66,42 +55,55 @@ export async function GET(request: Request) {
       companyId: companyId as unknown as Id<"companies">,
     })
 
-    const rows: Array<Array<unknown>> = []
+    const summaryRows: Array<Array<unknown>> = [
-    rows.push(["Relatório", "Produtividade"])
+      ["Relatório", "Produtividade"],
-    rows.push(["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : (range ?? "90d")])
+      ["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : (range ?? "90d")],
-    if (companyId) rows.push(["EmpresaId", companyId])
+    ]
-    rows.push([])
+    if (companyId) {
+      summaryRows.push(["EmpresaId", companyId])
+    }
+    summaryRows.push(["Tickets totais", report.totals.total])
+    summaryRows.push(["Tickets abertos", report.totals.open])
+    summaryRows.push(["Tickets resolvidos", report.totals.resolved])
+    summaryRows.push(["Atrasados (SLA)", report.totals.overdue])
+    summaryRows.push(["Tempo médio de 1ª resposta (min)", report.response.averageFirstResponseMinutes ?? "—"])
+    summaryRows.push(["Respostas registradas", report.response.responsesRegistered ?? 0])
+    summaryRows.push(["Tempo médio de resolução (min)", report.resolution.averageResolutionMinutes ?? "—"])
+    summaryRows.push(["Tickets resolvidos (amostra)", report.resolution.resolvedCount ?? 0])
 
-    rows.push(["Métrica", "Valor"]) // header
+    const queueRows: Array<Array<unknown>> = []
-    rows.push(["Tickets totais", report.totals.total])
+    for (const queue of report.queueBreakdown ?? []) {
-    rows.push(["Tickets abertos", report.totals.open])
+      queueRows.push([queue.name || queue.id, queue.open])
-    rows.push(["Tickets resolvidos", report.totals.resolved])
-    rows.push(["Atrasados (SLA)", report.totals.overdue])
-    rows.push([])
-    rows.push(["Tempo médio de 1ª resposta (min)", report.response.averageFirstResponseMinutes ?? "—"])
-    rows.push(["Respostas registradas", report.response.responsesRegistered ?? 0])
-    rows.push(["Tempo médio de resolução (min)", report.resolution.averageResolutionMinutes ?? "—"])
-    rows.push(["Tickets resolvidos (amostra)", report.resolution.resolvedCount ?? 0])
-    rows.push([])
-    rows.push(["Fila", "Abertos"])
-    for (const q of report.queueBreakdown ?? []) {
-      rows.push([q.name || q.id, q.open])
     }
 
-    const csv = rowsToCsv(rows)
+    const workbook = buildXlsxWorkbook([
+      {
+        name: "Resumo",
+        headers: ["Indicador", "Valor"],
+        rows: summaryRows,
+      },
+      {
+        name: "Filas",
+        headers: ["Fila", "Chamados abertos"],
+        rows: queueRows.length > 0 ? queueRows : [["—", 0]],
+      },
+    ])
+
     const daysLabel = (() => {
       const raw = (range ?? "90d").replace("d", "")
       return /^(7|30|90)$/.test(raw) ? `${raw}d` : "all"
     })()
-    return new NextResponse(csv, {
+    const body = new Uint8Array(workbook)
+
+    return new NextResponse(body, {
       headers: {
-        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Type": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
-        "Content-Disposition": `attachment; filename="sla-${tenantId}-${daysLabel}.csv"`,
+        "Content-Disposition": `attachment; filename="sla-${tenantId}-${daysLabel}.xlsx"`,
         "Cache-Control": "no-store",
       },
     })
   } catch (error) {
-    console.error("Failed to generate SLA CSV", error)
+    console.error("Failed to generate SLA export", error)
-    return NextResponse.json({ error: "Falha ao gerar CSV de SLA" }, { status: 500 })
+    return NextResponse.json({ error: "Falha ao gerar planilha de SLA" }, { status: 500 })
   }
 }

src/app/api/reports/tickets-by-channel.xlsx/route.ts

@@ -6,7 +6,7 @@ import type { Id } from "@/convex/_generated/dataModel"
 import { env } from "@/lib/env"
 import { assertAuthenticatedSession } from "@/lib/auth-server"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
-import { rowsToCsv } from "@/lib/csv"
+import { buildXlsxWorkbook } from "@/lib/xlsx"
 
 export const runtime = "nodejs"
 
@@ -39,7 +39,7 @@ export async function GET(request: Request) {
     })
     viewerId = ensuredUser?._id ?? null
   } catch (error) {
-    console.error("Failed to synchronize user with Convex for channel CSV", error)
+    console.error("Failed to synchronize user with Convex for channel export", error)
     return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
   }
 
@@ -66,28 +66,43 @@ export async function GET(request: Request) {
       WEB: "Portal",
       PORTAL: "Portal",
     }
+    const summaryRows: Array<Array<unknown>> = [
+      ["Relatório", "Tickets por canal"],
+      ["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : range ?? "90d"],
+    ]
+    if (companyId) summaryRows.push(["EmpresaId", companyId])
+    summaryRows.push(["Total de linhas", report.points.length])
+
     const header = ["Data", ...channels.map((ch) => CHANNEL_PT[ch] ?? ch)]
-    const rows: Array<Array<unknown>> = []
+    const dataRows: Array<Array<unknown>> = report.points.map((point) => {
-    rows.push(["Relatório", "Tickets por canal"]) 
-    rows.push(["Período", report.rangeDays ? `Últimos ${report.rangeDays} dias` : (range ?? '90d')])
-    rows.push([])
-    rows.push(header)
-
-    for (const point of report.points) {
       const values = channels.map((ch) => point.values[ch] ?? 0)
-      rows.push([point.date, ...values])
+      return [point.date, ...values]
-    }
+    })
 
-    const csv = rowsToCsv(rows)
+    const workbook = buildXlsxWorkbook([
-    return new NextResponse(csv, {
+      {
+        name: "Resumo",
+        headers: ["Item", "Valor"],
+        rows: summaryRows,
+      },
+      {
+        name: "Distribuição",
+        headers: header,
+        rows: dataRows.length > 0 ? dataRows : [[new Date().toISOString().slice(0, 10), ...channels.map(() => 0)]],
+      },
+    ])
+
+    const body = new Uint8Array(workbook)
+
+    return new NextResponse(body, {
       headers: {
-        "Content-Type": "text/csv; charset=UTF-8",
+        "Content-Type": "application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
-        "Content-Disposition": `attachment; filename="tickets-by-channel-${tenantId}-${range ?? '90d'}${companyId ? `-${companyId}` : ''}.csv"`,
+        "Content-Disposition": `attachment; filename="tickets-by-channel-${tenantId}-${range ?? '90d'}${companyId ? `-${companyId}` : ''}.xlsx"`,
         "Cache-Control": "no-store",
       },
     })
   } catch (error) {
-    console.error("Failed to generate tickets-by-channel CSV", error)
+    console.error("Failed to generate tickets-by-channel export", error)
-    return NextResponse.json({ error: "Falha ao gerar CSV de tickets por canal" }, { status: 500 })
+    return NextResponse.json({ error: "Falha ao gerar planilha de tickets por canal" }, { status: 500 })
   }
 }

src/app/api/tickets/[id]/export/pdf/route.ts

@@ -14,7 +14,7 @@ import { renderTicketPdfBuffer } from "@/server/pdf/ticket-pdf-template"
 export const runtime = "nodejs"
 
 async function readLogoAsDataUrl() {
-  const logoPath = path.join(process.cwd(), "public", "raven.png")
+  const logoPath = path.join(process.cwd(), "public", "logo-raven.png")
   try {
     const buffer = await fs.promises.readFile(logoPath)
     const base64 = buffer.toString("base64")

src/app/reports/company/page.tsx

@@ -0,0 +1,24 @@
+import { AppShell } from "@/components/app-shell"
+import { CompanyReport } from "@/components/reports/company-report"
+import { SiteHeader } from "@/components/site-header"
+import { requireAuthenticatedSession } from "@/lib/auth-server"
+
+export const dynamic = "force-dynamic"
+
+export default async function ReportsCompanyPage() {
+  await requireAuthenticatedSession()
+  return (
+    <AppShell
+      header={
+        <SiteHeader
+          title="Visão por Empresa"
+          lead="Monitore tickets, inventário e colaboradores de um cliente específico em um só lugar."
+        />
+      }
+    >
+      <div className="mx-auto w-full max-w-6xl px-4 pb-12 lg:px-6">
+        <CompanyReport />
+      </div>
+    </AppShell>
+  )
+}

src/components/admin/machines/admin-machines-overview.tsx

@@ -88,6 +88,18 @@ type MachineAlertEntry = {
   severity: string
   createdAt: number
 }
+type MachineTicketSummary = {
+  id: string
+  reference: number
+  subject: string
+  status: string
+  priority: string
+  updatedAt: number
+  createdAt: number
+  machine: { id: string | null; hostname: string | null } | null
+  assignee: { name: string | null; email: string | null } | null
+}
+
 
 type DetailLineProps = {
   label: string
@@ -774,6 +786,13 @@ const statusLabels: Record<string, string> = {
   unknown: "Desconhecida",
 }
 
+const TICKET_STATUS_LABELS: Record<string, string> = {
+  PENDING: "Pendente",
+  AWAITING_ATTENDANCE: "Em andamento",
+  PAUSED: "Pausado",
+  RESOLVED: "Resolvido",
+}
+
 const statusClasses: Record<string, string> = {
   online: "border-emerald-500/20 bg-emerald-500/15 text-emerald-600",
   offline: "border-rose-500/20 bg-rose-500/15 text-rose-600",
@@ -1109,7 +1128,16 @@ export function AdminMachinesOverview({ tenantId, initialCompanyFilterSlug = "al
       .sort((a, b) => a.name.localeCompare(b.name, "pt-BR"))
   }, [companies, machines])
 
-const filteredMachines = useMemo(() => {
+  const exportHref = useMemo(() => {
+    const params = new URLSearchParams()
+    if (companyFilterSlug !== "all") {
+      params.set("companyId", companyFilterSlug)
+    }
+    const qs = params.toString()
+    return `/api/reports/machines-inventory.xlsx${qs ? `?${qs}` : ""}`
+  }, [companyFilterSlug])
+
+  const filteredMachines = useMemo(() => {
     const text = q.trim().toLowerCase()
     return machines.filter((m) => {
       if (onlyAlerts && !(Array.isArray(m.postureAlerts) && m.postureAlerts.length > 0)) return false
@@ -1202,6 +1230,11 @@ const filteredMachines = useMemo(() => {
               <span>Somente com alertas</span>
             </label>
             <Button variant="outline" onClick={() => { setQ(""); setStatusFilter("all"); setCompanyFilterSlug("all"); setCompanySearch(""); setOnlyAlerts(false) }}>Limpar</Button>
+            <Button asChild size="sm" variant="outline">
+              <a href={exportHref} download>
+                Exportar XLSX
+              </a>
+            </Button>
           </div>
           {isLoading ? (
             <LoadingState />
@@ -1305,6 +1338,11 @@ export function MachineDetails({ machine }: MachineDetailsProps) {
     machine ? { machineId: machine.id as Id<"machines">, limit: 50 } : ("skip" as const)
   ) as MachineAlertEntry[] | undefined
   const machineAlertsHistory = alertsHistory ?? []
+  const openTickets = useQuery(
+    machine ? api.machines.listOpenTickets : "skip",
+    machine ? { machineId: machine.id as Id<"machines">, limit: 8 } : ("skip" as const)
+  ) as MachineTicketSummary[] | undefined
+  const machineTickets = openTickets ?? []
   const metadata = machine?.inventory ?? null
   const metrics = machine?.metrics ?? null
   const metricsCapturedAt = useMemo(() => getMetricsTimestamp(metrics), [metrics])
@@ -2175,6 +2213,43 @@ export function MachineDetails({ machine }: MachineDetailsProps) {
                   <InfoChip key={chip.key} label={chip.label} value={chip.value} icon={chip.icon} tone={chip.tone} />
                 ))}
               </div>
+              <div className="rounded-2xl border border-indigo-100 bg-indigo-50/40 px-4 py-4">
+                <div className="flex flex-wrap items-center justify-between gap-2">
+                  <h4 className="text-sm font-semibold text-indigo-900">Tickets abertos por esta máquina</h4>
+                  <Badge variant="outline" className="border-indigo-200 bg-white text-[11px] font-semibold uppercase tracking-wide text-indigo-700">
+                    {machineTickets.length}
+                  </Badge>
+                </div>
+                {machineTickets.length === 0 ? (
+                  <p className="mt-3 text-xs text-indigo-700">Nenhum chamado em aberto registrado diretamente por esta máquina.</p>
+                ) : (
+                  <ul className="mt-3 space-y-2">
+                    {machineTickets.map((ticket) => (
+                      <li
+                        key={ticket.id}
+                        className="flex flex-wrap items-center justify-between gap-3 rounded-xl border border-indigo-200 bg-white px-3 py-2 text-sm shadow-sm"
+                      >
+                        <div className="min-w-0 flex-1">
+                          <p className="truncate font-medium text-neutral-900">
+                            #{ticket.reference} · {ticket.subject}
+                          </p>
+                          <p className="text-xs text-neutral-500">
+                            Atualizado {formatRelativeTime(new Date(ticket.updatedAt))}
+                          </p>
+                        </div>
+                        <div className="flex items-center gap-2">
+                          <Badge variant="outline" className="border-slate-200 text-[11px] uppercase text-neutral-600">
+                            {ticket.priority}
+                          </Badge>
+                          <Badge className="bg-indigo-600 text-[11px] uppercase tracking-wide text-white">
+                            {TICKET_STATUS_LABELS[ticket.status] ?? ticket.status}
+                          </Badge>
+                        </div>
+                      </li>
+                    ))}
+                  </ul>
+                )}
+              </div>
               <div className="flex flex-wrap gap-2">
                 {machine.authEmail ? (
                   <Button size="sm" variant="outline" onClick={copyEmail} className="gap-2 border-dashed">

src/components/admin/users/admin-users-workspace.tsx

@@ -72,6 +72,10 @@ export type AdminAccount = {
   role: "MANAGER" | "COLLABORATOR"
   companyId: string | null
   companyName: string | null
+  jobTitle: string | null
+  managerId: string | null
+  managerName: string | null
+  managerEmail: string | null
   tenantId: string
   createdAt: string
   updatedAt: string
@@ -110,6 +114,7 @@ const ROLE_OPTIONS_DISPLAY: ReadonlyArray<{ value: AdminAccount["role"]; label:
 const DEFAULT_CREATE_ROLE: AdminAccount["role"] = "COLLABORATOR"
 
 const NO_COMPANY_SELECT_VALUE = "__none__"
+const NO_MANAGER_SELECT_VALUE = "__no_manager__"
 
 const NO_CONTACT_VALUE = "__none__"
 
@@ -118,6 +123,8 @@ type CreateAccountFormState = {
   email: string
   role: AdminAccount["role"]
   companyId: string
+  jobTitle: string
+  managerId: string
 }
 
 function createDefaultAccountForm(): CreateAccountFormState {
@@ -126,6 +133,8 @@ function createDefaultAccountForm(): CreateAccountFormState {
     email: "",
     role: DEFAULT_CREATE_ROLE,
     companyId: NO_COMPANY_SELECT_VALUE,
+    jobTitle: "",
+    managerId: NO_MANAGER_SELECT_VALUE,
   }
 }
 
@@ -188,6 +197,8 @@ function AccountsTable({
     email: "",
     role: "COLLABORATOR" as AdminAccount["role"],
     companyId: "",
+    jobTitle: "",
+    managerId: "",
   })
   const [isSavingAccount, setIsSavingAccount] = useState(false)
   const [isResettingPassword, setIsResettingPassword] = useState(false)
@@ -207,6 +218,9 @@ function AccountsTable({
       return (
         account.name.toLowerCase().includes(term) ||
         account.email.toLowerCase().includes(term) ||
+        (account.jobTitle ?? "").toLowerCase().includes(term) ||
+        (account.managerName ?? "").toLowerCase().includes(term) ||
+        (account.managerEmail ?? "").toLowerCase().includes(term) ||
         (account.companyName ?? "").toLowerCase().includes(term)
       )
     })
@@ -256,6 +270,34 @@ function AccountsTable({
     [companies],
   )
 
+  const managerOptions = useMemo<SearchableComboboxOption[]>(() => {
+    const base: SearchableComboboxOption[] = [
+      { value: NO_MANAGER_SELECT_VALUE, label: "Sem gestor", keywords: ["nenhum", "sem"] },
+    ]
+    const managers = accounts
+      .filter((account) => account.role === "MANAGER")
+      .map((manager) => {
+        const keywords: string[] = [manager.email]
+        if (manager.jobTitle) {
+          keywords.push(manager.jobTitle)
+        }
+        return {
+          value: manager.id,
+          label: manager.name,
+          description: manager.jobTitle ? `${manager.jobTitle} • ${manager.email}` : manager.email,
+          keywords,
+        }
+      })
+    return [...base, ...managers]
+  }, [accounts])
+
+  const editManagerOptions = useMemo<SearchableComboboxOption[]>(() => {
+    if (!editAccountId) return managerOptions
+    return managerOptions.filter(
+      (option) => option.value === NO_MANAGER_SELECT_VALUE || option.value !== editAccountId,
+    )
+  }, [managerOptions, editAccountId])
+
   const openDeleteDialog = useCallback((ids: string[]) => {
     setDeleteDialogIds(ids)
   }, [])
@@ -298,6 +340,17 @@ function AccountsTable({
         email: editAccount.email,
         role: editAccount.role,
         companyId: editAccount.companyId ?? "",
+        jobTitle: editAccount.jobTitle ?? "",
+        managerId: editAccount.managerId ?? "",
+      })
+    } else {
+      setEditForm({
+        name: "",
+        email: "",
+        role: "COLLABORATOR" as AdminAccount["role"],
+        companyId: "",
+        jobTitle: "",
+        managerId: "",
       })
     }
   }, [editAccount])
@@ -340,12 +393,21 @@ function AccountsTable({
         return
       }
 
+      const jobTitleValue = editForm.jobTitle.trim()
+      const managerIdValue = editForm.managerId ? editForm.managerId : null
+      if (managerIdValue && managerIdValue === editAccount.id) {
+        toast.error("Um usuário não pode ser gestor de si mesmo.")
+        return
+      }
+
       const payload = {
         name: editForm.name.trim(),
         email: editForm.email.trim().toLowerCase(),
         role: ROLE_TO_OPTION[editForm.role] ?? "collaborator",
         tenantId: editAccount.tenantId,
         companyId: editForm.companyId ? editForm.companyId : null,
+        jobTitle: jobTitleValue.length > 0 ? jobTitleValue : null,
+        managerId: managerIdValue,
       }
 
       if (!payload.name) {
@@ -424,11 +486,17 @@ function AccountsTable({
         return
       }
 
+      const jobTitleValue = createForm.jobTitle.trim()
+      const managerId =
+        createForm.managerId && createForm.managerId !== NO_MANAGER_SELECT_VALUE ? createForm.managerId : null
+
       const payload = {
         name,
         email,
         role: ROLE_TO_OPTION[createForm.role] ?? "collaborator",
         tenantId: effectiveTenantId,
+        jobTitle: jobTitleValue.length > 0 ? jobTitleValue : null,
+        managerId,
       }
 
       setIsCreatingAccount(true)
@@ -587,7 +655,7 @@ function AccountsTable({
         </div>
 
         <div className="overflow-x-auto">
-          <div className="min-w-[64rem] overflow-hidden rounded-lg border">
+          <div className="min-w-[80rem] overflow-hidden rounded-lg border">
             <Table className="w-full table-fixed text-sm">
               <TableHeader className="bg-muted">
                 <TableRow>
@@ -599,6 +667,8 @@ function AccountsTable({
                     />
                   </TableHead>
                   <TableHead className="min-w-[220px] px-4">Usuário</TableHead>
+                  <TableHead className="px-4">Cargo</TableHead>
+                  <TableHead className="px-4">Gestor</TableHead>
                   <TableHead className="px-4">Empresa</TableHead>
                   <TableHead className="px-4">Papel</TableHead>
                   <TableHead className="px-4">Último acesso</TableHead>
@@ -608,7 +678,7 @@ function AccountsTable({
               <TableBody>
                 {filteredAccounts.length === 0 ? (
                   <TableRow>
-                    <TableCell colSpan={6} className="px-6 py-6 text-center text-sm text-muted-foreground">
+                    <TableCell colSpan={8} className="px-6 py-6 text-center text-sm text-muted-foreground">
                       Nenhum usuário encontrado.
                     </TableCell>
                   </TableRow>
@@ -642,6 +712,25 @@ function AccountsTable({
                             </div>
                           </div>
                         </TableCell>
+                        <TableCell className="px-4 py-3 text-sm text-muted-foreground">
+                          {account.jobTitle ? (
+                            account.jobTitle
+                          ) : (
+                            <span className="italic text-muted-foreground/70">Sem cargo</span>
+                          )}
+                        </TableCell>
+                        <TableCell className="px-4 py-3 text-sm text-muted-foreground">
+                          {account.managerName ? (
+                            <div className="flex flex-col">
+                              <span>{account.managerName}</span>
+                              {account.managerEmail ? (
+                                <span className="text-xs text-muted-foreground">{account.managerEmail}</span>
+                              ) : null}
+                            </div>
+                          ) : (
+                            <span className="italic text-muted-foreground/70">Sem gestor</span>
+                          )}
+                        </TableCell>
                         <TableCell className="px-4 py-3 text-sm text-muted-foreground">
                           {account.companyName ?? <span className="italic text-muted-foreground/70">Sem empresa</span>}
                         </TableCell>
@@ -778,6 +867,34 @@ function AccountsTable({
                     disabled={isSavingAccount}
                   />
                 </div>
+                <div className="grid gap-2">
+                  <Label htmlFor="edit-job-title">Cargo</Label>
+                  <Input
+                    id="edit-job-title"
+                    value={editForm.jobTitle}
+                    onChange={(event) => setEditForm((prev) => ({ ...prev, jobTitle: event.target.value }))}
+                    placeholder="Cargo ou função"
+                    disabled={isSavingAccount}
+                  />
+                </div>
+                <div className="grid gap-2">
+                  <Label>Gestor direto</Label>
+                  <SearchableCombobox
+                    value={editForm.managerId ? editForm.managerId : NO_MANAGER_SELECT_VALUE}
+                    onValueChange={(next) =>
+                      setEditForm((prev) => ({
+                        ...prev,
+                        managerId: next === null || next === NO_MANAGER_SELECT_VALUE ? "" : next,
+                      }))
+                    }
+                    options={editManagerOptions}
+                    placeholder="Sem gestor definido"
+                    searchPlaceholder="Buscar gestor..."
+                    allowClear
+                    clearLabel="Remover gestor"
+                    disabled={isSavingAccount}
+                  />
+                </div>
               </div>
 
               <div className="rounded-lg border border-border/60 bg-muted/20 p-4">
@@ -871,6 +988,34 @@ function AccountsTable({
                 required
               />
             </div>
+            <div className="grid gap-2">
+              <Label htmlFor="create-job-title">Cargo</Label>
+              <Input
+                id="create-job-title"
+                value={createForm.jobTitle}
+                onChange={(event) => setCreateForm((prev) => ({ ...prev, jobTitle: event.target.value }))}
+                placeholder="Ex.: Analista de Suporte"
+                disabled={isCreatingAccount}
+              />
+            </div>
+            <div className="grid gap-2">
+              <Label>Gestor direto</Label>
+              <SearchableCombobox
+                value={createForm.managerId}
+                onValueChange={(value) =>
+                  setCreateForm((prev) => ({
+                    ...prev,
+                    managerId: value === null ? NO_MANAGER_SELECT_VALUE : value,
+                  }))
+                }
+                options={managerOptions}
+                placeholder="Sem gestor definido"
+                searchPlaceholder="Buscar gestor..."
+                allowClear
+                clearLabel="Remover gestor"
+                disabled={isCreatingAccount}
+              />
+            </div>
             <div className="grid gap-2">
               <Label>Papel</Label>
               <Select

src/components/app-sidebar.tsx

@@ -85,6 +85,7 @@ const navigation: NavigationGroup[] = [
       { title: "Produtividade", url: "/reports/sla", icon: TrendingUp, requiredRole: "staff" },
       { title: "Qualidade (CSAT)", url: "/reports/csat", icon: LifeBuoy, requiredRole: "staff" },
       { title: "Backlog", url: "/reports/backlog", icon: BarChart3, requiredRole: "staff" },
+      { title: "Empresas", url: "/reports/company", icon: Building2, requiredRole: "staff" },
       { title: "Horas", url: "/reports/hours", icon: Clock4, requiredRole: "staff" },
     ],
   },

src/components/chart-area-interactive.tsx

@@ -187,10 +187,10 @@ export function ChartAreaInteractive() {
             {/* Export button aligned at the end */}
             <Button asChild size="sm" variant="outline" className="sm:ml-1">
               <a
-                href={`/api/reports/tickets-by-channel.csv?range=${timeRange}${companyId !== "all" ? `&companyId=${companyId}` : ""}`}
+                href={`/api/reports/tickets-by-channel.xlsx?range=${timeRange}${companyId !== "all" ? `&companyId=${companyId}` : ""}`}
                 download
               >
-                Exportar CSV
+                Exportar XLSX
               </a>
             </Button>
           </div>

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

@@ -99,6 +99,7 @@ export function PortalTicketForm() {
         requesterId: viewerId,
         categoryId: categoryId as Id<"ticketCategories">,
         subcategoryId: subcategoryId as Id<"ticketSubcategories">,
+        machineId: machineContext?.machineId ? (machineContext.machineId as Id<"machines">) : undefined,
       })
 
       if (plainDescription.length > 0) {

src/components/reports/backlog-report.tsx

@@ -141,8 +141,8 @@ export function BacklogReport() {
               </ToggleGroup>
 
               <Button asChild size="sm" variant="outline">
-                <a href={`/api/reports/backlog.csv?range=${timeRange}${companyId !== "all" ? `&companyId=${companyId}` : ""}`} download>
+                <a href={`/api/reports/backlog.xlsx?range=${timeRange}${companyId !== "all" ? `&companyId=${companyId}` : ""}`} download>
-                  Exportar CSV
+                  Exportar XLSX
                 </a>
               </Button>
             </div>

src/components/reports/company-report.tsx

@@ -0,0 +1,355 @@
+"use client"
+
+import { useEffect, useState } from "react"
+import { useQuery } from "convex/react"
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+import { DEFAULT_TENANT_ID } from "@/lib/constants"
+import { useAuth } from "@/lib/auth-client"
+import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Skeleton } from "@/components/ui/skeleton"
+import { Badge } from "@/components/ui/badge"
+import {
+  Select,
+  SelectContent,
+  SelectItem,
+  SelectTrigger,
+  SelectValue,
+} from "@/components/ui/select"
+import {
+  ChartConfig,
+  ChartContainer,
+  ChartLegend,
+  ChartLegendContent,
+  ChartTooltip,
+  ChartTooltipContent,
+} from "@/components/ui/chart"
+import { Area, AreaChart, CartesianGrid, XAxis, Bar, BarChart, Pie, PieChart } from "recharts"
+
+type CompanyRecord = { id: Id<"companies">; name: string }
+
+const STATUS_LABELS: Record<string, string> = {
+  PENDING: "Pendente",
+  AWAITING_ATTENDANCE: "Em andamento",
+  PAUSED: "Pausado",
+  RESOLVED: "Resolvido",
+}
+
+const TICKET_TREND_CONFIG = {
+  opened: {
+    label: "Abertos",
+    color: "var(--chart-1)",
+  },
+  resolved: {
+    label: "Resolvidos",
+    color: "var(--chart-2)",
+  },
+} satisfies ChartConfig
+
+const MACHINE_STATUS_CONFIG = {
+  online: { label: "Online", color: "var(--chart-1)" },
+  offline: { label: "Offline", color: "var(--chart-2)" },
+  stale: { label: "Sem sinal", color: "var(--chart-3)" },
+  maintenance: { label: "Manutenção", color: "var(--chart-4)" },
+  blocked: { label: "Bloqueada", color: "var(--chart-5)" },
+  deactivated: { label: "Desativada", color: "var(--chart-6)" },
+  unknown: { label: "Desconhecida", color: "var(--muted)" },
+} satisfies ChartConfig
+
+export function CompanyReport() {
+  const { session, convexUserId, isStaff } = useAuth()
+  const tenantId = session?.user.tenantId ?? DEFAULT_TENANT_ID
+  const [selectedCompany, setSelectedCompany] = useState<string>("")
+  const [timeRange, setTimeRange] = useState<"7d" | "30d" | "90d">("30d")
+
+  const companies = useQuery(api.companies.list, isStaff && convexUserId ? { tenantId, viewerId: convexUserId as Id<"users"> } : "skip") as CompanyRecord[] | undefined
+
+  useEffect(() => {
+    if (!selectedCompany && companies && companies.length > 0) {
+      setSelectedCompany(companies[0].id)
+    }
+  }, [companies, selectedCompany])
+
+  const report = useQuery(
+    api.reports.companyOverview,
+    selectedCompany && convexUserId && isStaff
+      ? {
+          tenantId,
+          viewerId: convexUserId as Id<"users">,
+          companyId: selectedCompany as Id<"companies">,
+          range: timeRange,
+        }
+      : "skip"
+  )
+
+  const isLoading = selectedCompany !== "" && report === undefined
+
+  const openTickets = ((report?.tickets.open ?? []) as Array<{
+    id: string
+    reference: number
+    subject: string
+    status: string
+    priority: string
+    updatedAt: number
+  }>).slice(0, 6)
+
+  const openTicketCount = (() => {
+    const source = report?.tickets.byStatus ?? {}
+    return Object.entries(source).reduce((acc, [status, total]) => {
+      if (status === "RESOLVED") return acc
+      return acc + (typeof total === "number" ? total : 0)
+    }, 0)
+  })()
+
+  const statusData = Object.entries(report?.tickets.byStatus ?? {}).map(([status, value]) => ({
+    status,
+    value: typeof value === "number" ? value : 0,
+  }))
+
+  const osData = (report?.machines.byOs ?? []).map((item: { label: string; value: number }, index: number) => ({
+    ...item,
+    fill: `var(--chart-${(index % 6) + 1})`,
+  }))
+
+  if (!isStaff) {
+    return (
+      <Card className="border-slate-200">
+        <CardContent className="p-6">
+          <p className="text-sm text-muted-foreground">Somente a equipe interna pode acessar este relatório.</p>
+        </CardContent>
+      </Card>
+    )
+  }
+
+  if (companies && companies.length === 0) {
+    return (
+      <Card className="border-slate-200">
+        <CardContent className="p-6">
+          <p className="text-sm text-muted-foreground">Nenhuma empresa disponível para gerar relatórios.</p>
+        </CardContent>
+      </Card>
+    )
+  }
+
+  return (
+    <div className="space-y-8">
+      <div className="flex flex-wrap items-center justify-between gap-3">
+        <div className="space-y-1">
+          <h2 className="text-xl font-semibold text-neutral-900">Visão consolidada por empresa</h2>
+          <p className="text-sm text-neutral-500">Acompanhe tickets, inventário e colaboradores de um cliente específico.</p>
+        </div>
+        <div className="flex flex-wrap items-center gap-3">
+          <Select value={selectedCompany} onValueChange={setSelectedCompany} disabled={!companies?.length}>
+            <SelectTrigger className="w-[220px] rounded-xl border-slate-200">
+              <SelectValue placeholder="Selecione a empresa" />
+            </SelectTrigger>
+            <SelectContent className="rounded-xl">
+              {(companies ?? []).map((company) => (
+                <SelectItem key={company.id} value={company.id as string}>
+                  {company.name}
+                </SelectItem>
+              ))}
+            </SelectContent>
+          </Select>
+          <Select value={timeRange} onValueChange={(value) => setTimeRange(value as typeof timeRange)}>
+            <SelectTrigger className="w-[160px] rounded-xl border-slate-200">
+              <SelectValue placeholder="Período" />
+            </SelectTrigger>
+            <SelectContent className="rounded-xl">
+              <SelectItem value="7d">Últimos 7 dias</SelectItem>
+              <SelectItem value="30d">Últimos 30 dias</SelectItem>
+              <SelectItem value="90d">Últimos 90 dias</SelectItem>
+            </SelectContent>
+          </Select>
+        </div>
+      </div>
+
+      {!report || isLoading ? (
+        <div className="space-y-6">
+          <Skeleton className="h-24 w-full rounded-2xl" />
+          <Skeleton className="h-72 w-full rounded-2xl" />
+          <div className="grid gap-6 md:grid-cols-2">
+            <Skeleton className="h-72 w-full rounded-2xl" />
+            <Skeleton className="h-72 w-full rounded-2xl" />
+          </div>
+        </div>
+      ) : (
+        <>
+          <div className="grid gap-4 lg:grid-cols-3">
+            <Card className="border-slate-200">
+              <CardHeader>
+                <CardTitle className="text-xs font-semibold uppercase tracking-wide text-neutral-500">Tickets em aberto</CardTitle>
+                <CardDescription className="text-neutral-600">Chamados associados a esta empresa.</CardDescription>
+              </CardHeader>
+              <CardContent className="text-3xl font-semibold text-neutral-900">{openTicketCount}</CardContent>
+            </Card>
+            <Card className="border-slate-200">
+              <CardHeader>
+                <CardTitle className="text-xs font-semibold uppercase tracking-wide text-neutral-500">Máquinas monitoradas</CardTitle>
+                <CardDescription className="text-neutral-600">Inventário registrado nesta empresa.</CardDescription>
+              </CardHeader>
+              <CardContent className="text-3xl font-semibold text-neutral-900">{report.machines.total}</CardContent>
+            </Card>
+            <Card className="border-slate-200">
+              <CardHeader>
+                <CardTitle className="text-xs font-semibold uppercase tracking-wide text-neutral-500">Colaboradores ativos</CardTitle>
+                <CardDescription className="text-neutral-600">Usuários vinculados à empresa.</CardDescription>
+              </CardHeader>
+              <CardContent className="text-3xl font-semibold text-neutral-900">{report.users.total}</CardContent>
+            </Card>
+          </div>
+
+          <Card className="border-slate-200">
+            <CardHeader className="flex flex-col gap-2 sm:flex-row sm:items-center sm:justify-between">
+              <div>
+                <CardTitle className="text-lg font-semibold text-neutral-900">Abertura x resolução de tickets</CardTitle>
+                <CardDescription className="text-neutral-600">
+                  Comparativo diário no período selecionado.
+                </CardDescription>
+              </div>
+            </CardHeader>
+            <CardContent className="px-2 pb-6 sm:px-6">
+              <ChartContainer config={TICKET_TREND_CONFIG} className="aspect-auto h-[280px] w-full">
+                <AreaChart data={report.tickets.trend}>
+                  <defs>
+                    <linearGradient id="trendOpened" x1="0" y1="0" x2="0" y2="1">
+                      <stop offset="5%" stopColor="var(--color-opened)" stopOpacity={0.8} />
+                      <stop offset="95%" stopColor="var(--color-opened)" stopOpacity={0.1} />
+                    </linearGradient>
+                    <linearGradient id="trendResolved" x1="0" y1="0" x2="0" y2="1">
+                      <stop offset="5%" stopColor="var(--color-resolved)" stopOpacity={0.8} />
+                      <stop offset="95%" stopColor="var(--color-resolved)" stopOpacity={0.1} />
+                    </linearGradient>
+                  </defs>
+                  <CartesianGrid vertical={false} />
+                  <XAxis
+                    dataKey="date"
+                    tickLine={false}
+                    axisLine={false}
+                    tickMargin={8}
+                    minTickGap={32}
+                    tickFormatter={(value) => {
+                      const date = new Date(value)
+                      return date.toLocaleDateString("pt-BR", { day: "2-digit", month: "short" })
+                    }}
+                  />
+                  <ChartTooltip
+                    content={
+                      <ChartTooltipContent
+                        labelFormatter={(value) =>
+                          new Date(value).toLocaleDateString("pt-BR", {
+                            day: "2-digit",
+                            month: "long",
+                            year: "numeric",
+                          })
+                        }
+                      />
+                    }
+                  />
+                  <Area dataKey="opened" type="monotone" stroke="var(--color-opened)" fill="url(#trendOpened)" strokeWidth={2} />
+                  <Area dataKey="resolved" type="monotone" stroke="var(--color-resolved)" fill="url(#trendResolved)" strokeWidth={2} />
+                  <ChartLegend content={<ChartLegendContent />} />
+                </AreaChart>
+              </ChartContainer>
+            </CardContent>
+          </Card>
+
+          <div className="grid gap-6 lg:grid-cols-[1.2fr_1fr]">
+            <Card className="border-slate-200">
+              <CardHeader>
+                <CardTitle className="text-lg font-semibold text-neutral-900">Distribuição de status dos tickets</CardTitle>
+                <CardDescription className="text-neutral-600">Status atuais dos chamados da empresa.</CardDescription>
+              </CardHeader>
+              <CardContent className="px-2 pb-6 sm:px-6">
+                <ChartContainer config={{}} className="aspect-auto h-[280px] w-full">
+                  <BarChart data={statusData}>
+                    <CartesianGrid vertical={false} />
+                    <XAxis
+                      dataKey="status"
+                      tickLine={false}
+                      axisLine={false}
+                      tickMargin={8}
+                      tickFormatter={(value) => STATUS_LABELS[value] ?? value}
+                    />
+                    <ChartTooltip
+                      content={
+                        <ChartTooltipContent
+                          nameKey="value"
+                          labelFormatter={(value) => STATUS_LABELS[value] ?? value}
+                        />
+                      }
+                    />
+                    <Bar dataKey="value" fill="var(--chart-3)" radius={[4, 4, 0, 0]} />
+                  </BarChart>
+                </ChartContainer>
+              </CardContent>
+            </Card>
+
+            <Card className="border-slate-200">
+              <CardHeader>
+                <CardTitle className="text-lg font-semibold text-neutral-900">Sistemas operacionais</CardTitle>
+                <CardDescription className="text-neutral-600">Inventário das máquinas desta empresa.</CardDescription>
+              </CardHeader>
+              <CardContent className="pb-6">
+                <ChartContainer config={MACHINE_STATUS_CONFIG} className="mx-auto aspect-square max-h-[240px]">
+                  <PieChart>
+                    <ChartTooltip content={<ChartTooltipContent hideLabel />} />
+                    <Pie data={osData} dataKey="value" nameKey="label" label />
+                  </PieChart>
+                </ChartContainer>
+              </CardContent>
+            </Card>
+          </div>
+
+          <Card className="border-slate-200">
+            <CardHeader>
+              <CardTitle className="text-lg font-semibold text-neutral-900">Tickets recentes (máximo 6)</CardTitle>
+              <CardDescription className="text-neutral-600">
+                Chamados em aberto para a empresa filtrada.
+              </CardDescription>
+            </CardHeader>
+            <CardContent className="space-y-3">
+              {openTickets.length === 0 ? (
+                <p className="rounded-xl border border-dashed border-slate-200 p-6 text-sm text-neutral-500">
+                  Nenhum chamado aberto no período selecionado.
+                </p>
+              ) : (
+                <ul className="space-y-3">
+                  {openTickets.map((ticket) => (
+                    <li
+                      key={ticket.id}
+                      className="flex flex-wrap items-center justify-between gap-3 rounded-xl border border-slate-200 bg-white px-3 py-2 shadow-sm"
+                    >
+                      <div className="min-w-0 flex-1">
+                        <p className="truncate text-sm font-semibold text-neutral-900">
+                          #{ticket.reference} · {ticket.subject}
+                        </p>
+                        <p className="text-xs text-neutral-500">
+                          Atualizado{" "}
+                          {new Date(ticket.updatedAt).toLocaleString("pt-BR", {
+                            day: "2-digit",
+                            month: "short",
+                            hour: "2-digit",
+                            minute: "2-digit",
+                          })}
+                        </p>
+                      </div>
+                      <div className="flex items-center gap-2">
+                        <Badge variant="outline" className="border-slate-200 text-[11px] uppercase text-neutral-600">
+                          {ticket.priority}
+                        </Badge>
+                        <Badge className="bg-indigo-600 text-[11px] uppercase tracking-wide text-white">
+                          {STATUS_LABELS[ticket.status] ?? ticket.status}
+                        </Badge>
+                      </div>
+                    </li>
+                  ))}
+                </ul>
+              )}
+            </CardContent>
+          </Card>
+        </>
+      )}
+    </div>
+  )
+}

src/components/reports/csat-report.tsx

@@ -82,8 +82,8 @@ export function CsatReport() {
                 </ToggleGroup>
 
                 <Button asChild size="sm" variant="outline">
-                  <a href={`/api/reports/csat.csv?range=${timeRange}${companyId !== "all" ? `&companyId=${companyId}` : ""}`} download>
+                  <a href={`/api/reports/csat.xlsx?range=${timeRange}${companyId !== "all" ? `&companyId=${companyId}` : ""}`} download>
-                    Exportar CSV
+                    Exportar XLSX
                   </a>
                 </Button>
               </div>

src/components/reports/hours-report.tsx

@@ -193,10 +193,10 @@ export function HoursReport() {
               </ToggleGroup>
               <Button asChild size="sm" variant="outline">
                 <a
-                  href={`/api/reports/hours-by-client.csv?range=${timeRange}${query ? `&q=${encodeURIComponent(query)}` : ""}${companyId !== "all" ? `&companyId=${companyId}` : ""}`}
+                  href={`/api/reports/hours-by-client.xlsx?range=${timeRange}${query ? `&q=${encodeURIComponent(query)}` : ""}${companyId !== "all" ? `&companyId=${companyId}` : ""}`}
                   download
                 >
-                  Exportar CSV
+                  Exportar XLSX
                 </a>
               </Button>
             </div>

src/components/reports/sla-report.tsx

@@ -164,8 +164,8 @@ export function SlaReport() {
                 </ToggleGroup>
 
                 <Button asChild size="sm" variant="outline">
-                  <a href={`/api/reports/sla.csv?range=${timeRange}${companyId !== "all" ? `&companyId=${companyId}` : ""}`} download>
+                  <a href={`/api/reports/sla.xlsx?range=${timeRange}${companyId !== "all" ? `&companyId=${companyId}` : ""}`} download>
-                    Exportar CSV
+                    Exportar XLSX
                   </a>
                 </Button>
               </div>

src/components/tickets/ticket-timeline.tsx

@@ -258,13 +258,21 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
                     message = "Fila alterada" + (payload.queueName ? " para " + payload.queueName : "")
                   }
                   if (entry.type === "REQUESTER_CHANGED") {
-                    const payloadRequest = payload as { requesterName?: string | null; requesterEmail?: string | null; requesterId?: string | null; companyName?: string | null }
+                    const payloadRequest = payload as {
-                    const name = payloadRequest.requesterName || payloadRequest.requesterEmail || payloadRequest.requesterId
+                      requesterName?: string | null
-                    const company = payloadRequest.companyName
+                      requesterEmail?: string | null
-                    if (name && company) {
+                      requesterId?: string | null
-                      message = `Solicitante alterado para ${name} (${company})`
+                      companyName?: string | null
-                    } else if (name) {
+                    }
-                      message = `Solicitante alterado para ${name}`
+                    const name = payloadRequest.requesterName?.trim()
+                    const email = payloadRequest.requesterEmail?.trim()
+                    const fallback = payloadRequest.requesterId ?? null
+                    const identifier = name ? (email ? `${name} · ${email}` : name) : email ?? fallback
+                    const company = payloadRequest.companyName?.trim()
+                    if (identifier && company) {
+                      message = `Solicitante alterado para ${identifier} • Empresa: ${company}`
+                    } else if (identifier) {
+                      message = `Solicitante alterado para ${identifier}`
                     } else if (company) {
                       message = `Solicitante associado à empresa ${company}`
                     } else {

src/lib/mappers/ticket.ts

@@ -30,6 +30,15 @@ const serverUserSchema = z.object({
   teams: z.array(z.string()).optional(),
 });
 
+const serverMachineSummarySchema = z.object({
+  id: z.string().nullable().optional(),
+  hostname: z.string().nullable().optional(),
+  persona: z.string().nullable().optional(),
+  assignedUserName: z.string().nullable().optional(),
+  assignedUserEmail: z.string().nullable().optional(),
+  status: z.string().nullable().optional(),
+});
+
 const serverTicketSchema = z.object({
   id: z.string(),
   reference: z.number(),
@@ -46,6 +55,7 @@ const serverTicketSchema = z.object({
     .object({ id: z.string(), name: z.string(), isAvulso: z.boolean().optional() })
     .optional()
     .nullable(),
+  machine: serverMachineSummarySchema.optional().nullable(),
   slaPolicy: z.any().nullable().optional(),
   dueAt: z.number().nullable().optional(),
   firstResponseAt: z.number().nullable().optional(),
@@ -151,6 +161,16 @@ export function mapTicketFromServer(input: unknown) {
     company: s.company
       ? { id: s.company.id, name: s.company.name, isAvulso: s.company.isAvulso ?? false }
       : undefined,
+    machine: s.machine
+      ? {
+          id: s.machine.id ?? null,
+          hostname: s.machine.hostname ?? null,
+          persona: s.machine.persona ?? null,
+          assignedUserName: s.machine.assignedUserName ?? null,
+          assignedUserEmail: s.machine.assignedUserEmail ?? null,
+          status: s.machine.status ?? null,
+        }
+      : null,
     category: s.category ?? undefined,
     subcategory: s.subcategory ?? undefined,
     lastTimelineEntry: s.lastTimelineEntry ?? undefined,
@@ -223,6 +243,16 @@ export function mapTicketWithDetailsFromServer(input: unknown) {
     firstResponseAt: s.firstResponseAt ? new Date(s.firstResponseAt) : null,
     resolvedAt: s.resolvedAt ? new Date(s.resolvedAt) : null,
     company: s.company ? { id: s.company.id, name: s.company.name, isAvulso: s.company.isAvulso ?? false } : undefined,
+    machine: s.machine
+      ? {
+          id: s.machine.id ?? null,
+          hostname: s.machine.hostname ?? null,
+          persona: s.machine.persona ?? null,
+          assignedUserName: s.machine.assignedUserName ?? null,
+          assignedUserEmail: s.machine.assignedUserEmail ?? null,
+          status: s.machine.status ?? null,
+        }
+      : null,
     timeline: s.timeline.map((e) => ({ ...e, createdAt: new Date(e.createdAt) })),
     comments: s.comments.map((c) => ({
       ...c,

src/lib/schemas/ticket.ts

@@ -41,6 +41,16 @@ export const ticketCompanySummarySchema = z.object({
 })
 export type TicketCompanySummary = z.infer<typeof ticketCompanySummarySchema>
 
+export const ticketMachineSummarySchema = z.object({
+  id: z.string().nullable(),
+  hostname: z.string().nullable().optional(),
+  persona: z.string().nullable().optional(),
+  assignedUserName: z.string().nullable().optional(),
+  assignedUserEmail: z.string().nullable().optional(),
+  status: z.string().nullable().optional(),
+})
+export type TicketMachineSummary = z.infer<typeof ticketMachineSummarySchema>
+
 export const ticketCategorySummarySchema = z.object({
   id: z.string(),
   name: z.string(),
@@ -118,6 +128,7 @@ export const ticketSchema = z.object({
   requester: userSummarySchema,
   assignee: userSummarySchema.nullable(),
   company: ticketCompanySummarySchema.optional().nullable(),
+  machine: ticketMachineSummarySchema.nullable().optional(),
   slaPolicy: z
     .object({
       id: z.string(),

src/lib/xlsx.ts

@@ -0,0 +1,327 @@
+import { TextEncoder } from "util"
+
+type WorksheetRow = Array<unknown>
+
+export type WorksheetConfig = {
+  name: string
+  headers: string[]
+  rows: WorksheetRow[]
+}
+
+type ZipEntry = {
+  path: string
+  data: Buffer
+}
+
+const XML_DECLARATION = '<?xml version="1.0" encoding="UTF-8" standalone="yes"?>'
+
+function escapeXml(value: string): string {
+  return value
+    .replace(/&/g, "&amp;")
+    .replace(/</g, "&lt;")
+    .replace(/>/g, "&gt;")
+    .replace(/"/g, "&quot;")
+    .replace(/\u0008/g, "")
+    .replace(/\u000B/g, "")
+    .replace(/\u000C/g, "")
+    .replace(/\u0000/g, "")
+}
+
+function columnRef(index: number): string {
+  let col = ""
+  let n = index + 1
+  while (n > 0) {
+    const remainder = (n - 1) % 26
+    col = String.fromCharCode(65 + remainder) + col
+    n = Math.floor((n - 1) / 26)
+  }
+  return col
+}
+
+function formatCell(value: unknown, colIndex: number, rowIndex: number): string {
+  const ref = `${columnRef(colIndex)}${rowIndex + 1}`
+  if (value === null || value === undefined || value === "") {
+    return `<c r="${ref}"/>`
+  }
+
+  if (value instanceof Date) {
+    return `<c r="${ref}" t="inlineStr"><is><t>${escapeXml(value.toISOString())}</t></is></c>`
+  }
+
+  if (typeof value === "number" && Number.isFinite(value)) {
+    return `<c r="${ref}"><v>${value}</v></c>`
+  }
+
+  if (typeof value === "boolean") {
+    return `<c r="${ref}"><v>${value ? 1 : 0}</v></c>`
+  }
+
+  let text: string
+  if (typeof value === "string") {
+    text = value
+  } else {
+    text = JSON.stringify(value)
+  }
+  return `<c r="${ref}" t="inlineStr"><is><t>${escapeXml(text)}</t></is></c>`
+}
+
+function buildWorksheetXml(config: WorksheetConfig): string {
+  const rows: string[] = []
+  const headerRow = config.headers.map((header, idx) => formatCell(header, idx, 0)).join("")
+  rows.push(`<row r="1">${headerRow}</row>`)
+
+  config.rows.forEach((rowData, rowIdx) => {
+    const cells = config.headers.map((_, colIdx) => formatCell(rowData[colIdx], colIdx, rowIdx + 1)).join("")
+    rows.push(`<row r="${rowIdx + 2}">${cells}</row>`)
+  })
+
+  return [
+    XML_DECLARATION,
+    '<worksheet xmlns="http://schemas.openxmlformats.org/spreadsheetml/2006/main" xmlns:r="http://schemas.openxmlformats.org/officeDocument/2006/relationships">',
+    "  <sheetData>",
+    rows.map((row) => `    ${row}`).join("\n"),
+    "  </sheetData>",
+    "</worksheet>",
+  ].join("\n")
+}
+
+const CRC32_TABLE = (() => {
+  const table = new Uint32Array(256)
+  for (let i = 0; i < 256; i += 1) {
+    let c = i
+    for (let k = 0; k < 8; k += 1) {
+      c = (c & 1) !== 0 ? 0xedb88320 ^ (c >>> 1) : c >>> 1
+    }
+    table[i] = c >>> 0
+  }
+  return table
+})()
+
+function crc32(buffer: Buffer): number {
+  let crc = 0 ^ -1
+  for (let i = 0; i < buffer.length; i += 1) {
+    crc = (crc >>> 8) ^ CRC32_TABLE[(crc ^ buffer[i]!) & 0xff]
+  }
+  return (crc ^ -1) >>> 0
+}
+
+function toDosTime(date: Date): { time: number; date: number } {
+  const year = date.getFullYear()
+  const month = date.getMonth() + 1
+  const day = date.getDate()
+  const hours = date.getHours()
+  const minutes = date.getMinutes()
+  const seconds = Math.floor(date.getSeconds() / 2)
+  const dosTime = (hours << 11) | (minutes << 5) | seconds
+  const dosDate = ((year - 1980) << 9) | (month << 5) | day
+  return { time: dosTime, date: dosDate }
+}
+
+function writeUInt16LE(value: number): Buffer {
+  const buffer = Buffer.alloc(2)
+  buffer.writeUInt16LE(value & 0xffff, 0)
+  return buffer
+}
+
+function writeUInt32LE(value: number): Buffer {
+  const buffer = Buffer.alloc(4)
+  buffer.writeUInt32LE(value >>> 0, 0)
+  return buffer
+}
+
+function encodeZip(entries: ZipEntry[]): Buffer {
+  const encoder = new TextEncoder()
+  const localParts: Buffer[] = []
+  const centralParts: Buffer[] = []
+  let offset = 0
+  const now = new Date()
+  const { time: dosTime, date: dosDate } = toDosTime(now)
+
+  entries.forEach((entry) => {
+    const filenameBytes = encoder.encode(entry.path)
+    const crc = crc32(entry.data)
+    const compressedSize = entry.data.length
+    const uncompressedSize = entry.data.length
+
+    const localHeader = Buffer.concat([
+      writeUInt32LE(0x04034b50),
+      writeUInt16LE(20),
+      writeUInt16LE(0),
+      writeUInt16LE(0), // store (no compression)
+      writeUInt16LE(dosTime),
+      writeUInt16LE(dosDate),
+      writeUInt32LE(crc),
+      writeUInt32LE(compressedSize),
+      writeUInt32LE(uncompressedSize),
+      writeUInt16LE(filenameBytes.length),
+      writeUInt16LE(0),
+      Buffer.from(filenameBytes),
+    ])
+
+    localParts.push(localHeader, entry.data)
+
+    const centralHeader = Buffer.concat([
+      writeUInt32LE(0x02014b50),
+      writeUInt16LE(20),
+      writeUInt16LE(20),
+      writeUInt16LE(0),
+      writeUInt16LE(0),
+      writeUInt16LE(dosTime),
+      writeUInt16LE(dosDate),
+      writeUInt32LE(crc),
+      writeUInt32LE(compressedSize),
+      writeUInt32LE(uncompressedSize),
+      writeUInt16LE(filenameBytes.length),
+      writeUInt16LE(0),
+      writeUInt16LE(0),
+      writeUInt16LE(0),
+      writeUInt16LE(0),
+      writeUInt32LE(0),
+      writeUInt32LE(offset),
+      Buffer.from(filenameBytes),
+    ])
+
+    centralParts.push(centralHeader)
+
+    offset += localHeader.length + entry.data.length
+  })
+
+  const centralDirectory = Buffer.concat(centralParts)
+  const endOfCentralDirectory = Buffer.concat([
+    writeUInt32LE(0x06054b50),
+    writeUInt16LE(0),
+    writeUInt16LE(0),
+    writeUInt16LE(entries.length),
+    writeUInt16LE(entries.length),
+    writeUInt32LE(centralDirectory.length),
+    writeUInt32LE(offset),
+    writeUInt16LE(0),
+  ])
+
+  return Buffer.concat([...localParts, centralDirectory, endOfCentralDirectory])
+}
+
+export function buildXlsxWorkbook(sheets: WorksheetConfig[]): Buffer {
+  if (sheets.length === 0) {
+    throw new Error("Workbook requires at least one sheet")
+  }
+
+  const now = new Date()
+  const timestamp = now.toISOString()
+  const workbookRels: string[] = []
+  const sheetEntries: ZipEntry[] = []
+
+  const sheetRefs = sheets.map((sheet, index) => {
+    const sheetId = index + 1
+    const relId = `rId${sheetId}`
+    const worksheetXml = buildWorksheetXml(sheet)
+    sheetEntries.push({
+      path: `xl/worksheets/sheet${sheetId}.xml`,
+      data: Buffer.from(worksheetXml, "utf8"),
+    })
+    workbookRels.push(
+      `<Relationship Id="${relId}" Type="http://schemas.openxmlformats.org/officeDocument/2006/relationships/worksheet" Target="worksheets/sheet${sheetId}.xml"/>`,
+    )
+    return `<sheet name="${escapeXml(sheet.name)}" sheetId="${sheetId}" r:id="${relId}"/>`
+  })
+
+  const workbookXml = [
+    XML_DECLARATION,
+    '<workbook xmlns="http://schemas.openxmlformats.org/spreadsheetml/2006/main" xmlns:r="http://schemas.openxmlformats.org/officeDocument/2006/relationships">',
+    "  <sheets>",
+    sheetRefs.map((sheet) => `    ${sheet}`).join("\n"),
+    "  </sheets>",
+    "</workbook>",
+  ].join("\n")
+
+  workbookRels.push(
+    '<Relationship Id="rIdStyles" Type="http://schemas.openxmlformats.org/officeDocument/2006/relationships/styles" Target="styles.xml"/>',
+  )
+
+  const workbookRelsXml = [
+    XML_DECLARATION,
+    '<Relationships xmlns="http://schemas.openxmlformats.org/package/2006/relationships">',
+    workbookRels.map((rel) => `  ${rel}`).join("\n"),
+    "</Relationships>",
+  ].join("\n")
+
+  const stylesXml = [
+    XML_DECLARATION,
+    '<styleSheet xmlns="http://schemas.openxmlformats.org/spreadsheetml/2006/main">',
+    '  <fonts count="1"><font><sz val="11"/><color theme="1"/><name val="Calibri"/><family val="2"/></font></fonts>',
+    '  <fills count="2"><fill><patternFill patternType="none"/></fill><fill><patternFill patternType="gray125"/></fill></fills>',
+    '  <borders count="1"><border><left/><right/><top/><bottom/><diagonal/></border></borders>',
+    '  <cellStyleXfs count="1"><xf numFmtId="0" fontId="0" fillId="0" borderId="0"/></cellStyleXfs>',
+    '  <cellXfs count="1"><xf numFmtId="0" fontId="0" fillId="0" borderId="0" xfId="0"/></cellXfs>',
+    '  <cellStyles count="1"><cellStyle name="Normal" xfId="0" builtinId="0"/></cellStyles>',
+    "</styleSheet>",
+  ].join("\n")
+
+  const corePropsXml = [
+    XML_DECLARATION,
+    '<cp:coreProperties xmlns:cp="http://schemas.openxmlformats.org/package/2006/metadata/core-properties" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:dcterms="http://purl.org/dc/terms/" xmlns:dcmitype="http://purl.org/dc/dcmitype/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">',
+    "  <dc:creator>Raven</dc:creator>",
+    "  <cp:lastModifiedBy>Raven</cp:lastModifiedBy>",
+    `  <dcterms:created xsi:type="dcterms:W3CDTF">${escapeXml(timestamp)}</dcterms:created>`,
+    `  <dcterms:modified xsi:type="dcterms:W3CDTF">${escapeXml(timestamp)}</dcterms:modified>`,
+    "</cp:coreProperties>",
+  ].join("\n")
+
+  const appPropsXml = [
+    XML_DECLARATION,
+    '<Properties xmlns="http://schemas.openxmlformats.org/officeDocument/2006/extended-properties" xmlns:vt="http://schemas.openxmlformats.org/officeDocument/2006/docPropsVTypes">',
+    "  <Application>Raven</Application>",
+    "  <DocSecurity>0</DocSecurity>",
+    "  <ScaleCrop>false</ScaleCrop>",
+    "  <HeadingPairs>",
+    '    <vt:vector size="2" baseType="variant">',
+    '      <vt:variant><vt:lpstr>Worksheets</vt:lpstr></vt:variant>',
+    `      <vt:variant><vt:i4>${sheets.length}</vt:i4></vt:variant>`,
+    "    </vt:vector>",
+    "  </HeadingPairs>",
+    "  <TitlesOfParts>",
+    `    <vt:vector size="${sheets.length}" baseType="lpstr">`,
+    sheets.map((sheet) => `      <vt:lpstr>${escapeXml(sheet.name)}</vt:lpstr>`).join("\n"),
+    "    </vt:vector>",
+    "  </TitlesOfParts>",
+    "</Properties>",
+  ].join("\n")
+
+  const contentTypes = [
+    XML_DECLARATION,
+    '<Types xmlns="http://schemas.openxmlformats.org/package/2006/content-types">',
+    '  <Default Extension="rels" ContentType="application/vnd.openxmlformats-package.relationships+xml"/>',
+    '  <Default Extension="xml" ContentType="application/xml"/>',
+    '  <Override PartName="/xl/workbook.xml" ContentType="application/vnd.openxmlformats-officedocument.spreadsheetml.sheet.main+xml"/>',
+    '  <Override PartName="/xl/styles.xml" ContentType="application/vnd.openxmlformats-officedocument.spreadsheetml.styles+xml"/>',
+    '  <Override PartName="/docProps/core.xml" ContentType="application/vnd.openxmlformats-package.core-properties+xml"/>',
+    '  <Override PartName="/docProps/app.xml" ContentType="application/vnd.openxmlformats-officedocument.extended-properties+xml"/>',
+    ...sheets.map(
+      (_sheet, index) =>
+        `  <Override PartName="/xl/worksheets/sheet${index + 1}.xml" ContentType="application/vnd.openxmlformats-officedocument.spreadsheetml.worksheet+xml"/>`,
+    ),
+    "</Types>",
+  ].join("\n")
+
+  const rootRelsXml = [
+    XML_DECLARATION,
+    '<Relationships xmlns="http://schemas.openxmlformats.org/package/2006/relationships">',
+    '  <Relationship Id="rId1" Type="http://schemas.openxmlformats.org/officeDocument/2006/relationships/officeDocument" Target="xl/workbook.xml"/>',
+    '  <Relationship Id="rId2" Type="http://schemas.openxmlformats.org/package/2006/relationships/metadata/core-properties" Target="docProps/core.xml"/>',
+    '  <Relationship Id="rId3" Type="http://schemas.openxmlformats.org/officeDocument/2006/relationships/extended-properties" Target="docProps/app.xml"/>',
+    "</Relationships>",
+  ].join("\n")
+
+  const entries: ZipEntry[] = [
+    { path: "[Content_Types].xml", data: Buffer.from(contentTypes, "utf8") },
+    { path: "_rels/.rels", data: Buffer.from(rootRelsXml, "utf8") },
+    { path: "docProps/core.xml", data: Buffer.from(corePropsXml, "utf8") },
+    { path: "docProps/app.xml", data: Buffer.from(appPropsXml, "utf8") },
+    { path: "xl/workbook.xml", data: Buffer.from(workbookXml, "utf8") },
+    { path: "xl/_rels/workbook.xml.rels", data: Buffer.from(workbookRelsXml, "utf8") },
+    { path: "xl/styles.xml", data: Buffer.from(stylesXml, "utf8") },
+    ...sheetEntries,
+  ]
+
+  return encodeZip(entries)
+}

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

@@ -255,6 +255,8 @@ function buildTimelineMessage(type: string, payload: Record<string, unknown> | n
   const assignee = (p.assigneeName as string | undefined) ?? (p.assigneeId as string | undefined)
   const queue = (p.queueName as string | undefined) ?? (p.queueId as string | undefined)
   const requester = p.requesterName as string | undefined
+  const requesterEmail = p.requesterEmail as string | undefined
+  const requesterId = p.requesterId as string | undefined
   const author = (p.authorName as string | undefined) ?? (p.authorId as string | undefined)
   const actor = (p.actorName as string | undefined) ?? (p.actorId as string | undefined)
   const attachmentName = p.attachmentName as string | undefined
@@ -283,6 +285,21 @@ function buildTimelineMessage(type: string, payload: Record<string, unknown> | n
       const who = actor ?? author
       return who ? `Comentário editado por ${who}` : "Comentário editado"
     }
+    case "REQUESTER_CHANGED": {
+      let display: string | null = null
+      if (requester) {
+        display = requesterEmail ? `${requester} (${requesterEmail})` : requester
+      } else if (requesterEmail) {
+        display = requesterEmail
+      } else if (requesterId) {
+        display = requesterId
+      }
+      const companyName = (p.companyName as string | undefined) ?? null
+      if (display && companyName) return `Solicitante alterado para ${display} • Empresa: ${companyName}`
+      if (display) return `Solicitante alterado para ${display}`
+      if (companyName) return `Solicitante associado à empresa ${companyName}`
+      return "Solicitante alterado"
+    }
     case "SUBJECT_CHANGED":
       return subjectTo ? `Assunto alterado para "${subjectTo}"` : "Assunto alterado"
     case "SUMMARY_CHANGED":
@@ -389,6 +406,10 @@ function TicketPdfDocument({ ticket, logoDataUrl }: { ticket: TicketWithDetails;
     { label: "Criado em", value: formatDateTime(ticket.createdAt) },
     { label: "Atualizado em", value: formatDateTime(ticket.updatedAt) },
   ]
+  if (ticket.machine) {
+    const machineLabel = ticket.machine.hostname ?? (ticket.machine.id ? `ID ${ticket.machine.id}` : "—")
+    rightMeta.push({ label: "Máquina", value: machineLabel })
+  }
   if (ticket.resolvedAt) {
     rightMeta.push({ label: "Resolvido em", value: formatDateTime(ticket.resolvedAt) })
   }