feat: improve ticket export and navigation

2025-10-13 00:08:18 -03:00 · 2025-10-13 00:08:18 -03:00 · 7d6f3bea01
commit 7d6f3bea01
parent 0731c5d1ea
28 changed files with 1612 additions and 609 deletions
--- a/apps/desktop/src/main.tsx
+++ b/apps/desktop/src/main.tsx
@ -221,11 +221,17 @@ function App() {
  async function register() {
    if (!profile) return
    if (!provisioningSecret.trim()) { setError("Informe o código de provisionamento."); return }
+    const normalizedEmail = collabEmail.trim().toLowerCase()
+    if (!normalizedEmail) {
+      setError("Informe o e-mail do colaborador ou gestor para vincular esta máquina.")
+      return
+    }
    setBusy(true); setError(null)
    try {
-      const collaboratorPayload = collabEmail.trim()
-        ? { email: collabEmail.trim(), name: collabName.trim() || undefined }
-        : undefined
+      const collaboratorPayload = {
+        email: normalizedEmail,
+        name: collabName.trim() || undefined,
+      }
      const collaboratorMetadata = collaboratorPayload
        ? { ...collaboratorPayload, role: accessRole }
        : undefined
@ -437,7 +443,9 @@ function App() {
              </p>
            </div>
            <div className="grid gap-2">
-              <label className="text-sm font-medium">Colaborador (e-mail)</label>
+              <label className="text-sm font-medium">
+                Colaborador (e-mail) <span className="text-rose-500">*</span>
+              </label>
              <input className="w-full rounded-lg border border-slate-300 px-3 py-2 text-sm" placeholder="colaborador@empresa.com" value={collabEmail} onChange={(e)=>setCollabEmail(e.target.value)} />
            </div>
            <div className="grid gap-2">
@ -524,7 +532,9 @@ function App() {
              </TabsContent>
              <TabsContent value="config" className="mt-4 space-y-3">
                <div className="grid gap-2">
-                  <label className="label">E-mail do colaborador (opcional)</label>
+              <label className="label">
+                E-mail do colaborador <span className="text-rose-500">*</span>
+              </label>
                  <input className="input" placeholder="colaborador@empresa.com" value={collabEmail} onChange={(e)=>setCollabEmail(e.target.value)} />
                </div>
                <div className="grid gap-2">
--- a/convex/commentTemplates.ts
+++ b/convex/commentTemplates.ts
@ -50,20 +50,24 @@ export const list = query({
  args: {
    tenantId: v.string(),
    viewerId: v.id("users"),
+    kind: v.optional(v.string()),
  },
-  handler: async (ctx, { tenantId, viewerId }) => {
+  handler: async (ctx, { tenantId, viewerId, kind }) => {
    await requireStaff(ctx, viewerId, tenantId)
+    const normalizedKind = (kind ?? "comment").toLowerCase()
    const templates = await ctx.db
      .query("commentTemplates")
      .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
      .collect()

    return templates
+      .filter((template) => (template.kind ?? "comment") === normalizedKind)
      .sort((a, b) => a.title.localeCompare(b.title, "pt-BR", { sensitivity: "base" }))
      .map((template) => ({
        id: template._id,
        title: template.title,
        body: template.body,
+        kind: template.kind ?? "comment",
        createdAt: template.createdAt,
        updatedAt: template.updatedAt,
        createdBy: template.createdBy,
@ -78,8 +82,9 @@ export const create = mutation({
    actorId: v.id("users"),
    title: v.string(),
    body: v.string(),
+    kind: v.optional(v.string()),
  },
-  handler: async (ctx, { tenantId, actorId, title, body }) => {
+  handler: async (ctx, { tenantId, actorId, title, body, kind }) => {
    await requireStaff(ctx, actorId, tenantId)
    const normalizedTitle = normalizeTitle(title)
    if (!normalizedTitle || normalizedTitle.length < 3) {
@ -89,19 +94,21 @@ export const create = mutation({
    if (!sanitizedBody) {
      throw new ConvexError("Informe o conteúdo do template")
    }
+    const normalizedKind = (kind ?? "comment").toLowerCase()

    const existing = await ctx.db
      .query("commentTemplates")
      .withIndex("by_tenant_title", (q) => q.eq("tenantId", tenantId).eq("title", normalizedTitle))
      .first()

-    if (existing) {
+    if (existing && (existing.kind ?? "comment") === normalizedKind) {
      throw new ConvexError("Já existe um template com este título")
    }

    const now = Date.now()
    const id = await ctx.db.insert("commentTemplates", {
      tenantId,
+      kind: normalizedKind,
      title: normalizedTitle,
      body: sanitizedBody,
      createdBy: actorId,
@ -121,8 +128,9 @@ export const update = mutation({
    actorId: v.id("users"),
    title: v.string(),
    body: v.string(),
+    kind: v.optional(v.string()),
  },
-  handler: async (ctx, { templateId, tenantId, actorId, title, body }) => {
+  handler: async (ctx, { templateId, tenantId, actorId, title, body, kind }) => {
    await requireStaff(ctx, actorId, tenantId)
    const template = await ctx.db.get(templateId)
    if (!template || template.tenantId !== tenantId) {
@ -137,17 +145,19 @@ export const update = mutation({
    if (!sanitizedBody) {
      throw new ConvexError("Informe o conteúdo do template")
    }
+    const normalizedKind = (kind ?? "comment").toLowerCase()

    const duplicate = await ctx.db
      .query("commentTemplates")
      .withIndex("by_tenant_title", (q) => q.eq("tenantId", tenantId).eq("title", normalizedTitle))
      .first()
-    if (duplicate && duplicate._id !== templateId) {
+    if (duplicate && duplicate._id !== templateId && (duplicate.kind ?? "comment") === normalizedKind) {
      throw new ConvexError("Já existe um template com este título")
    }

    const now = Date.now()
    await ctx.db.patch(templateId, {
+      kind: normalizedKind,
      title: normalizedTitle,
      body: sanitizedBody,
      updatedBy: actorId,
--- a/convex/machines.ts
+++ b/convex/machines.ts
@ -65,6 +65,24 @@ function computeFingerprint(tenantId: string, companySlug: string | undefined, h
  return toHex(sha256(payload))
 }

+function extractCollaboratorEmail(metadata: unknown): string | null {
+  if (!metadata || typeof metadata !== "object") return null
+  const record = metadata as Record<string, unknown>
+  const collaborator = record["collaborator"]
+  if (!collaborator || typeof collaborator !== "object") return null
+  const email = (collaborator as { email?: unknown }).email
+  if (typeof email !== "string") return null
+  const trimmed = email.trim().toLowerCase()
+  return trimmed || null
+}
+
+function matchesExistingHardware(existing: Doc<"machines">, identifiers: NormalizedIdentifiers, hostname: string): boolean {
+  const intersectsMac = existing.macAddresses.some((mac) => identifiers.macs.includes(mac))
+  const intersectsSerial = existing.serialNumbers.some((serial) => identifiers.serials.includes(serial))
+  const sameHostname = existing.hostname.trim().toLowerCase() === hostname.trim().toLowerCase()
+  return intersectsMac || intersectsSerial || sameHostname
+}
+
 function hashToken(token: string) {
  return toHex(sha256(token))
 }
@ -305,11 +323,24 @@ export const register = mutation({
    const now = Date.now()
    const metadataPatch = args.metadata && typeof args.metadata === "object" ? (args.metadata as Record<string, unknown>) : undefined

-    const existing = await ctx.db
+    let existing = await ctx.db
      .query("machines")
      .withIndex("by_tenant_fingerprint", (q) => q.eq("tenantId", tenantId).eq("fingerprint", fingerprint))
      .first()

+    if (!existing) {
+      const collaboratorEmail = extractCollaboratorEmail(metadataPatch ?? args.metadata)
+      if (collaboratorEmail) {
+        const candidate = await ctx.db
+          .query("machines")
+          .withIndex("by_tenant_assigned_email", (q) => q.eq("tenantId", tenantId).eq("assignedUserEmail", collaboratorEmail))
+          .first()
+        if (candidate && matchesExistingHardware(candidate, identifiers, args.hostname)) {
+          existing = candidate
+        }
+      }
+    }
+
    let machineId: Id<"machines">

    if (existing) {
@ -323,6 +354,7 @@ export const register = mutation({
        architecture: args.os.architecture,
        macAddresses: identifiers.macs,
        serialNumbers: identifiers.serials,
+        fingerprint,
        metadata: metadataPatch ? mergeMetadata(existing.metadata, metadataPatch) : existing.metadata,
        lastHeartbeatAt: now,
        updatedAt: now,
@ -834,6 +866,28 @@ export const getContext = query({
  },
 })

+export const findByAuthEmail = query({
+  args: {
+    authEmail: v.string(),
+  },
+  handler: async (ctx, args) => {
+    const normalizedEmail = args.authEmail.trim().toLowerCase()
+
+    const machine = await ctx.db
+      .query("machines")
+      .withIndex("by_auth_email", (q) => q.eq("authEmail", normalizedEmail))
+      .first()
+
+    if (!machine) {
+      return null
+    }
+
+    return {
+      id: machine._id,
+    }
+  },
+})
+
 export const linkAuthAccount = mutation({
  args: {
    machineId: v.id("machines"),
--- a/convex/schema.ts
+++ b/convex/schema.ts
@ -146,6 +146,7 @@ export default defineSchema({

  commentTemplates: defineTable({
    tenantId: v.string(),
+    kind: v.optional(v.string()),
    title: v.string(),
    body: v.string(),
    createdBy: v.id("users"),
@ -154,7 +155,8 @@ export default defineSchema({
    updatedAt: v.number(),
  })
    .index("by_tenant", ["tenantId"])
-    .index("by_tenant_title", ["tenantId", "title"]),
+    .index("by_tenant_title", ["tenantId", "title"])
+    .index("by_tenant_kind", ["tenantId", "kind"]),

  ticketWorkSessions: defineTable({
    ticketId: v.id("tickets"),
@ -267,6 +269,7 @@ export default defineSchema({
    .index("by_tenant", ["tenantId"])
    .index("by_tenant_company", ["tenantId", "companyId"])
    .index("by_tenant_fingerprint", ["tenantId", "fingerprint"])
+    .index("by_tenant_assigned_email", ["tenantId", "assignedUserEmail"])
    .index("by_auth_email", ["authEmail"]),

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

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

 const STAFF_ROLES = new Set(["ADMIN", "MANAGER", "AGENT"]);
 const INTERNAL_STAFF_ROLES = new Set(["ADMIN", "AGENT"]);
@ -1343,8 +1343,13 @@ export const playNext = mutation({
 });

 export const remove = mutation({
-  args: { ticketId: v.id("tickets") },
-  handler: async (ctx, { ticketId }) => {
+  args: { ticketId: v.id("tickets"), actorId: v.id("users") },
+  handler: async (ctx, { ticketId, actorId }) => {
+    const ticket = await ctx.db.get(ticketId)
+    if (!ticket) {
+      throw new ConvexError("Ticket não encontrado")
+    }
+    await requireAdmin(ctx, actorId, ticket.tenantId)
    // delete comments (and attachments)
    const comments = await ctx.db
      .query("ticketComments")
--- a/package.json
+++ b/package.json
@ -54,6 +54,7 @@
    "next": "15.5.4",
    "next-themes": "^0.4.6",
    "pdfkit": "^0.17.2",
+    "@react-pdf/renderer": "^4.1.5",
    "postcss": "^8.5.6",
    "react": "19.2.0",
    "react-dom": "19.2.0",
--- a/pnpm-lock.yaml
+++ b/pnpm-lock.yaml
@ -71,6 +71,9 @@ importers:
      '@radix-ui/react-tooltip':
        specifier: ^1.2.8
        version: 1.2.8(@types/react-dom@19.2.0(@types/react@19.2.0))(@types/react@19.2.0)(react-dom@19.2.0(react@19.2.0))(react@19.2.0)
+      '@react-pdf/renderer':
+        specifier: ^4.1.5
+        version: 4.3.1(react@19.2.0)
      '@react-three/fiber':
        specifier: ^9.3.0
        version: 9.3.0(@types/react@19.2.0)(react-dom@19.2.0(react@19.2.0))(react@19.2.0)(three@0.180.0)
@ -1519,6 +1522,49 @@ packages:
  '@radix-ui/rect@1.1.1':
    resolution: {integrity: sha512-HPwpGIzkl28mWyZqG52jiqDJ12waP11Pa1lGoiyUkIEuMLBP0oeK/C89esbXrxsky5we7dfd8U58nm0SgAWpVw==}

+  '@react-pdf/fns@3.1.2':
+    resolution: {integrity: sha512-qTKGUf0iAMGg2+OsUcp9ffKnKi41RukM/zYIWMDJ4hRVYSr89Q7e3wSDW/Koqx3ea3Uy/z3h2y3wPX6Bdfxk6g==}
+
+  '@react-pdf/font@4.0.3':
+    resolution: {integrity: sha512-N1qQDZr6phXYQOp033Hvm2nkUkx2LkszjGPbmRavs9VOYzi4sp31MaccMKptL24ii6UhBh/z9yPUhnuNe/qHwA==}
+
+  '@react-pdf/image@3.0.3':
+    resolution: {integrity: sha512-lvP5ryzYM3wpbO9bvqLZYwEr5XBDX9jcaRICvtnoRqdJOo7PRrMnmB4MMScyb+Xw10mGeIubZAAomNAG5ONQZQ==}
+
+  '@react-pdf/layout@4.4.1':
+    resolution: {integrity: sha512-GVzdlWoZWldRDzlWj3SttRXmVDxg7YfraAohwy+o9gb9hrbDJaaAV6jV3pc630Evd3K46OAzk8EFu8EgPDuVuA==}
+
+  '@react-pdf/pdfkit@4.0.4':
+    resolution: {integrity: sha512-/nITLggsPlB66bVLnm0X7MNdKQxXelLGZG6zB5acF5cCgkFwmXHnLNyxYOUD4GMOMg1HOPShXDKWrwk2ZeHsvw==}
+
+  '@react-pdf/png-js@3.0.0':
+    resolution: {integrity: sha512-eSJnEItZ37WPt6Qv5pncQDxLJRK15eaRwPT+gZoujP548CodenOVp49GST8XJvKMFt9YqIBzGBV/j9AgrOQzVA==}
+
+  '@react-pdf/primitives@4.1.1':
+    resolution: {integrity: sha512-IuhxYls1luJb7NUWy6q5avb1XrNaVj9bTNI40U9qGRuS6n7Hje/8H8Qi99Z9UKFV74bBP3DOf3L1wV2qZVgVrQ==}
+
+  '@react-pdf/reconciler@1.1.4':
+    resolution: {integrity: sha512-oTQDiR/t4Z/Guxac88IavpU2UgN7eR0RMI9DRKvKnvPz2DUasGjXfChAdMqDNmJJxxV26mMy9xQOUV2UU5/okg==}
+    peerDependencies:
+      react: ^16.8.0 || ^17.0.0 || ^18.0.0 || ^19.0.0
+
+  '@react-pdf/render@4.3.1':
+    resolution: {integrity: sha512-v1WAaAhQShQZGcBxfjkEThGCHVH9CSuitrZ1bIOLvB5iBKM14abYK5D6djKhWCwF6FTzYeT2WRjRMVgze/ND2A==}
+
+  '@react-pdf/renderer@4.3.1':
+    resolution: {integrity: sha512-dPKHiwGTaOsKqNWCHPYYrx8CDfAGsUnV4tvRsEu0VPGxuot1AOq/M+YgfN/Pb+MeXCTe2/lv6NvA8haUtj3tsA==}
+    peerDependencies:
+      react: ^16.8.0 || ^17.0.0 || ^18.0.0 || ^19.0.0
+
+  '@react-pdf/stylesheet@6.1.1':
+    resolution: {integrity: sha512-Iyw0A3wRIeQLN4EkaKf8yF9MvdMxiZ8JjoyzLzDHSxnKYoOA4UGu84veCb8dT9N8MxY5x7a0BUv/avTe586Plg==}
+
+  '@react-pdf/textkit@6.0.0':
+    resolution: {integrity: sha512-fDt19KWaJRK/n2AaFoVm31hgGmpygmTV7LsHGJNGZkgzXcFyLsx+XUl63DTDPH3iqxj3xUX128t104GtOz8tTw==}
+
+  '@react-pdf/types@2.9.1':
+    resolution: {integrity: sha512-5GoCgG0G5NMgpPuHbKG2xcVRQt7+E5pg3IyzVIIozKG3nLcnsXW4zy25vG1ZBQA0jmo39q34au/sOnL/0d1A4w==}
+
  '@react-three/fiber@9.3.0':
    resolution: {integrity: sha512-myPe3YL/C8+Eq939/4qIVEPBW/uxV0iiUbmjfwrs9sGKYDG8ib8Dz3Okq7BQt8P+0k4igedONbjXMQy84aDFmQ==}
    peerDependencies:
@ -2320,6 +2366,9 @@ packages:
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+  abs-svg-path@0.1.1:
+    resolution: {integrity: sha512-d8XPSGjfyzlXC3Xx891DJRyZfqk5JU0BJrDQcsWomFIV1/BIzPW5HDH5iDdWpqWaav0YVIEzT1RHTwWr0FFshA==}
+
  acorn-jsx@5.3.2:
    resolution: {integrity: sha512-rq9s+JNhf0IChjtDXxllJ7g41oZk5SlXtp0LHwyA5cejwn7vKmKp4pPri6YEePv2PU65sAsegbXtIinmDFDXgQ==}
    peerDependencies:
@ -2453,6 +2502,9 @@ packages:
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+  bidi-js@1.0.3:
+    resolution: {integrity: sha512-RKshQI1R3YQ+n9YJz2QQ147P66ELpa1FQEg20Dk8oW9t2KgLbpDLLp9aGZ7y8WHSshDknG0bknqGw5/tyCs5tw==}
+
  brace-expansion@1.1.12:
    resolution: {integrity: sha512-9T9UjW3r0UW5c1Q7GTwllptXwhvYmEzFhzMfZ9H7FQWt+uZePjZPjBP/W1ZEyZ1twGWom5/56TF4lPcqjnDHcg==}

@ -2466,6 +2518,9 @@ packages:
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+  browserify-zlib@0.2.0:
+    resolution: {integrity: sha512-Z942RysHXmJrhqk88FmKBVq/v5tqmSkDz7p54G/MGyjMnCFFnC79XWNbg+Vta8W6Wb2qtSZTSxIGkJrRpCFEiA==}
+
  browserslist@4.26.3:
    resolution: {integrity: sha512-lAUU+02RFBuCKQPj/P6NgjlbCnLBMp4UtgTx7vNHd3XSIJF87s9a5rA3aH2yw3GS9DqZAUbOtZdCCiZeVRqt0w==}
    engines: {node: ^6 || ^7 || ^8 || ^9 || ^10 || ^11 || ^12 || >=13.7}
@ -2549,6 +2604,9 @@ packages:
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+  color-string@1.9.1:
+    resolution: {integrity: sha512-shrVawQFojnZv6xM40anx4CkoDP+fZsw/ZerEMsW/pyzsRbElpsL/DBVW7q3ExxwusdNXI3lXpuhEZkzs8p5Eg==}
+
  concat-map@0.0.1:
    resolution: {integrity: sha512-/Srv4dswyQNBfohGpz9o6Yb3Gz3SrUDqBH5rTuhGR7ahtlbYKnVxw2bCFMRljaA7EXHaXZ8wsHdodFvbkhKmqg==}

@ -2746,6 +2804,9 @@ packages:
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    resolution: {integrity: sha512-RXfEp2x+VRYn8jbKfQlRImzoJU01kyDvVPBmG39eU2iuRVhuS6vQNocB8J0/8GrIMLnPzgz4eW6WiRnJkTuNWg==}

+  emoji-regex-xs@1.0.0:
+    resolution: {integrity: sha512-LRlerrMYoIDrT6jgpeZ2YYl/L8EulRTt5hQcYjy5AInh7HWXKimpqx68aknBFpGL2+/IcogTcaydJEgaTmOpDg==}
+
  emoji-regex@9.2.2:
    resolution: {integrity: sha512-L18DaJsXSUk2+42pv8mLs5jJT2hqFkFE4j21wOmgbUqsZ2hL72NsUU785g9RXgo3s0ZNgVl42TiHp3ZtOv/Vyg==}

@ -2936,6 +2997,10 @@ packages:
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+  events@3.3.0:
+    resolution: {integrity: sha512-mQw+2fkQbALzQ7V0MY0IqdnXNOeTtP4r0lN9z7AAawCXgqea7bDii20AYrIBrFd/Hx0M2Ocz6S111CaFkUcb0Q==}
+    engines: {node: '>=0.8.x'}
+
  expect-type@1.2.2:
    resolution: {integrity: sha512-JhFGDVJ7tmDJItKhYgJCGLOWjuK9vPxiXoUFLwLDc99NlmklilbiQJwoctZtt13+xMw91MCk/REan6MWHqDjyA==}
    engines: {node: '>=12.0.0'}
@ -3108,9 +3173,18 @@ packages:
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    engines: {node: '>= 0.4'}

+  hsl-to-hex@1.0.0:
+    resolution: {integrity: sha512-K6GVpucS5wFf44X0h2bLVRDsycgJmf9FF2elg+CrqD8GcFU8c6vYhgXn8NjUkFCwj+xDFb70qgLbTUm6sxwPmA==}
+
+  hsl-to-rgb-for-reals@1.1.1:
+    resolution: {integrity: sha512-LgOWAkrN0rFaQpfdWBQlv/VhkOxb5AsBjk6NQVx4yEzWS923T07X0M1Y0VNko2H52HeSpZrZNNMJ0aFqsdVzQg==}
+
  htmlparser2@8.0.2:
    resolution: {integrity: sha512-GYdjWKDkbRLkZ5geuHs5NY1puJ+PXwP7+fHPRz06Eirsb9ugf6d8kkXav6ADhcODhFFPMIXyxkxSuMf3D6NCFA==}

+  hyphen@1.10.6:
+    resolution: {integrity: sha512-fXHXcGFTXOvZTSkPJuGOQf5Lv5T/R2itiiCVPg9LxAje5D00O0pP83yJShFq5V89Ly//Gt6acj7z8pbBr34stw==}
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@ -3260,6 +3343,9 @@ packages:
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+  jay-peg@1.1.1:
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+
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+
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+
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+  pako@1.0.11:
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+  postcss-value-parser@4.2.0:
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+
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+
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+  scheduler@0.25.0-rc-603e6108-20241029:
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+
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+  simple-swizzle@0.2.4:
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+
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+  string_decoder@1.3.0:
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+
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@ -4049,6 +4169,9 @@ packages:
    peerDependencies:
      react: '>=17.0'

+  svg-arc-to-cubic-bezier@3.2.0:
+    resolution: {integrity: sha512-djbJ/vZKZO+gPoSDThGNpKDO+o+bAeA4XQKovvkNCqnIS2t+S4qnLAGQhyyrulhCFRl1WWzAp0wUDV8PpTVU3g==}
+
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@ -4220,6 +4343,9 @@ packages:
    peerDependencies:
      react: ^16.8.0 || ^17.0.0 || ^18.0.0 || ^19.0.0

+  util-deprecate@1.0.2:
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+
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+  vite-compatible-readable-stream@3.6.1:
+    resolution: {integrity: sha512-t20zYkrSf868+j/p31cRIGN28Phrjm3nRSLR2fyc2tiWi4cZGVdv68yNlwnIINTkMTmPoMiSlc0OadaO7DXZaQ==}
+    engines: {node: '>= 6'}
+
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    engines: {node: '>=10'}

+  yoga-layout@3.2.1:
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+
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@ -5554,6 +5687,107 @@ snapshots:

  '@radix-ui/rect@1.1.1': {}

+  '@react-pdf/fns@3.1.2': {}
+
+  '@react-pdf/font@4.0.3':
+    dependencies:
+      '@react-pdf/pdfkit': 4.0.4
+      '@react-pdf/types': 2.9.1
+      fontkit: 2.0.4
+      is-url: 1.2.4
+
+  '@react-pdf/image@3.0.3':
+    dependencies:
+      '@react-pdf/png-js': 3.0.0
+      jay-peg: 1.1.1
+
+  '@react-pdf/layout@4.4.1':
+    dependencies:
+      '@react-pdf/fns': 3.1.2
+      '@react-pdf/image': 3.0.3
+      '@react-pdf/primitives': 4.1.1
+      '@react-pdf/stylesheet': 6.1.1
+      '@react-pdf/textkit': 6.0.0
+      '@react-pdf/types': 2.9.1
+      emoji-regex-xs: 1.0.0
+      queue: 6.0.2
+      yoga-layout: 3.2.1
+
+  '@react-pdf/pdfkit@4.0.4':
+    dependencies:
+      '@babel/runtime': 7.28.4
+      '@react-pdf/png-js': 3.0.0
+      browserify-zlib: 0.2.0
+      crypto-js: 4.2.0
+      fontkit: 2.0.4
+      jay-peg: 1.1.1
+      linebreak: 1.1.0
+      vite-compatible-readable-stream: 3.6.1
+
+  '@react-pdf/png-js@3.0.0':
+    dependencies:
+      browserify-zlib: 0.2.0
+
+  '@react-pdf/primitives@4.1.1': {}
+
+  '@react-pdf/reconciler@1.1.4(react@19.2.0)':
+    dependencies:
+      object-assign: 4.1.1
+      react: 19.2.0
+      scheduler: 0.25.0-rc-603e6108-20241029
+
+  '@react-pdf/render@4.3.1':
+    dependencies:
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+      '@react-pdf/fns': 3.1.2
+      '@react-pdf/primitives': 4.1.1
+      '@react-pdf/textkit': 6.0.0
+      '@react-pdf/types': 2.9.1
+      abs-svg-path: 0.1.1
+      color-string: 1.9.1
+      normalize-svg-path: 1.1.0
+      parse-svg-path: 0.1.2
+      svg-arc-to-cubic-bezier: 3.2.0
+
+  '@react-pdf/renderer@4.3.1(react@19.2.0)':
+    dependencies:
+      '@babel/runtime': 7.28.4
+      '@react-pdf/fns': 3.1.2
+      '@react-pdf/font': 4.0.3
+      '@react-pdf/layout': 4.4.1
+      '@react-pdf/pdfkit': 4.0.4
+      '@react-pdf/primitives': 4.1.1
+      '@react-pdf/reconciler': 1.1.4(react@19.2.0)
+      '@react-pdf/render': 4.3.1
+      '@react-pdf/types': 2.9.1
+      events: 3.3.0
+      object-assign: 4.1.1
+      prop-types: 15.8.1
+      queue: 6.0.2
+      react: 19.2.0
+
+  '@react-pdf/stylesheet@6.1.1':
+    dependencies:
+      '@react-pdf/fns': 3.1.2
+      '@react-pdf/types': 2.9.1
+      color-string: 1.9.1
+      hsl-to-hex: 1.0.0
+      media-engine: 1.0.3
+      postcss-value-parser: 4.2.0
+
+  '@react-pdf/textkit@6.0.0':
+    dependencies:
+      '@react-pdf/fns': 3.1.2
+      bidi-js: 1.0.3
+      hyphen: 1.10.6
+      unicode-properties: 1.4.1
+
+  '@react-pdf/types@2.9.1':
+    dependencies:
+      '@react-pdf/font': 4.0.3
+      '@react-pdf/primitives': 4.1.1
+      '@react-pdf/stylesheet': 6.1.1
+
  '@react-three/fiber@9.3.0(@types/react@19.2.0)(react-dom@19.2.0(react@19.2.0))(react@19.2.0)(three@0.180.0)':
    dependencies:
      '@babel/runtime': 7.28.4
@ -6319,6 +6553,8 @@ snapshots:

  '@webgpu/types@0.1.65': {}

+  abs-svg-path@0.1.1: {}
+
  acorn-jsx@5.3.2(acorn@8.15.0):
    dependencies:
      acorn: 8.15.0
@ -6467,6 +6703,10 @@ snapshots:
      set-cookie-parser: 2.7.1
      uncrypto: 0.1.3

+  bidi-js@1.0.3:
+    dependencies:
+      require-from-string: 2.0.2
+
  brace-expansion@1.1.12:
    dependencies:
      balanced-match: 1.0.2
@ -6484,6 +6724,10 @@ snapshots:
    dependencies:
      base64-js: 1.5.1

+  browserify-zlib@0.2.0:
+    dependencies:
+      pako: 1.0.11
+
  browserslist@4.26.3:
    dependencies:
      baseline-browser-mapping: 2.8.16
@ -6576,6 +6820,11 @@ snapshots:

  color-name@1.1.4: {}

+  color-string@1.9.1:
+    dependencies:
+      color-name: 1.1.4
+      simple-swizzle: 0.2.4
+
  concat-map@0.0.1: {}

  confbox@0.2.2: {}
@ -6746,6 +6995,8 @@ snapshots:

  electron-to-chromium@1.5.234: {}

+  emoji-regex-xs@1.0.0: {}
+
  emoji-regex@9.2.2: {}

  empathic@2.0.0: {}
@ -7121,6 +7372,8 @@ snapshots:

  eventemitter3@4.0.7: {}

+  events@3.3.0: {}
+
  expect-type@1.2.2: {}

  exsolve@1.0.7: {}
@ -7301,6 +7554,12 @@ snapshots:
    dependencies:
      function-bind: 1.1.2

+  hsl-to-hex@1.0.0:
+    dependencies:
+      hsl-to-rgb-for-reals: 1.1.1
+
+  hsl-to-rgb-for-reals@1.1.1: {}
+
  htmlparser2@8.0.2:
    dependencies:
      domelementtype: 2.3.0
@ -7308,6 +7567,8 @@ snapshots:
      domutils: 3.2.2
      entities: 4.5.0

+  hyphen@1.10.6: {}
+
  ieee754@1.2.1: {}

  ignore@5.3.2: {}
@ -7321,6 +7582,8 @@ snapshots:

  imurmurhash@0.1.4: {}

+  inherits@2.0.4: {}
+
  internal-slot@1.1.0:
    dependencies:
      es-errors: 1.3.0
@ -7335,6 +7598,8 @@ snapshots:
      call-bound: 1.0.4
      get-intrinsic: 1.3.0

+  is-arrayish@0.3.4: {}
+
  is-async-function@2.1.1:
    dependencies:
      async-function: 1.0.0
@ -7432,6 +7697,8 @@ snapshots:
    dependencies:
      which-typed-array: 1.1.19

+  is-url@1.2.4: {}
+
  is-weakmap@2.0.2: {}

  is-weakref@1.1.1:
@ -7463,6 +7730,10 @@ snapshots:
    transitivePeerDependencies:
      - '@types/react'

+  jay-peg@1.1.1:
+    dependencies:
+      restructure: 3.0.2
+
  jiti@2.6.1: {}

  jose@6.1.0: {}
@ -7610,6 +7881,8 @@ snapshots:

  mdurl@2.0.0: {}

+  media-engine@1.0.3: {}
+
  merge2@1.4.1: {}

  meshoptimizer@0.22.0: {}
@ -7677,6 +7950,10 @@ snapshots:

  node-releases@2.0.23: {}

+  normalize-svg-path@1.1.0:
+    dependencies:
+      svg-arc-to-cubic-bezier: 3.2.0
+
  nypm@0.6.2:
    dependencies:
      citty: 0.1.6
@ -7756,12 +8033,16 @@ snapshots:

  pako@0.2.9: {}

+  pako@1.0.11: {}
+
  parent-module@1.0.1:
    dependencies:
      callsites: 3.1.0

  parse-srcset@1.0.2: {}

+  parse-svg-path@0.1.2: {}
+
  path-exists@4.0.0: {}

  path-key@3.1.1: {}
@ -7800,6 +8081,8 @@ snapshots:

  possible-typed-array-names@1.1.0: {}

+  postcss-value-parser@4.2.0: {}
+
  postcss@8.4.31:
    dependencies:
      nanoid: 3.3.11
@ -7948,6 +8231,10 @@ snapshots:

  queue-microtask@1.2.3: {}

+  queue@6.0.2:
+    dependencies:
+      inherits: 2.0.4
+
  rc9@2.1.2:
    dependencies:
      defu: 6.1.4
@ -8066,6 +8353,8 @@ snapshots:
      gopd: 1.2.0
      set-function-name: 2.0.2

+  require-from-string@2.0.2: {}
+
  resolve-from@4.0.0: {}

  resolve-pkg-maps@1.0.0: {}
@ -8130,6 +8419,8 @@ snapshots:
      has-symbols: 1.1.0
      isarray: 2.0.5

+  safe-buffer@5.2.1: {}
+
  safe-push-apply@1.0.0:
    dependencies:
      es-errors: 1.3.0
@ -8152,6 +8443,8 @@ snapshots:

  scheduler@0.25.0: {}

+  scheduler@0.25.0-rc-603e6108-20241029: {}
+
  scheduler@0.27.0: {}

  semver@6.3.1: {}
@ -8248,6 +8541,10 @@ snapshots:

  siginfo@2.0.0: {}

+  simple-swizzle@0.2.4:
+    dependencies:
+      is-arrayish: 0.3.4
+
  sonner@2.0.7(react-dom@19.2.0(react@19.2.0))(react@19.2.0):
    dependencies:
      react: 19.2.0
@ -8316,6 +8613,10 @@ snapshots:
      define-properties: 1.2.1
      es-object-atoms: 1.1.1

+  string_decoder@1.3.0:
+    dependencies:
+      safe-buffer: 5.2.1
+
  strip-bom@3.0.0: {}

  strip-json-comments@3.1.1: {}
@ -8335,6 +8636,8 @@ snapshots:
    dependencies:
      react: 19.2.0

+  svg-arc-to-cubic-bezier@3.2.0: {}
+
  tailwind-merge@3.3.1: {}

  tailwindcss@4.1.14: {}
@ -8521,6 +8824,8 @@ snapshots:
    dependencies:
      react: 19.2.0

+  util-deprecate@1.0.2: {}
+
  vaul@1.1.2(@types/react-dom@19.2.0(@types/react@19.2.0))(@types/react@19.2.0)(react-dom@19.2.0(react@19.2.0))(react@19.2.0):
    dependencies:
      '@radix-ui/react-dialog': 1.1.15(@types/react-dom@19.2.0(@types/react@19.2.0))(@types/react@19.2.0)(react-dom@19.2.0(react@19.2.0))(react@19.2.0)
@ -8547,6 +8852,12 @@ snapshots:
      d3-time: 3.1.0
      d3-timer: 3.0.1

+  vite-compatible-readable-stream@3.6.1:
+    dependencies:
+      inherits: 2.0.4
+      string_decoder: 1.3.0
+      util-deprecate: 1.0.2
+
  vite-node@2.1.9(@types/node@20.19.19)(lightningcss@1.30.1):
    dependencies:
      cac: 6.7.14
@ -8684,6 +8995,8 @@ snapshots:

  yocto-queue@0.1.0: {}

+  yoga-layout@3.2.1: {}
+
  zod@4.1.11: {}

  zustand@5.0.8(@types/react@19.2.0)(react@19.2.0)(use-sync-external-store@1.6.0(react@19.2.0)):
--- a/src/app/api/machines/session/route.ts
+++ b/src/app/api/machines/session/route.ts
@ -1,4 +1,4 @@
-import { NextResponse } from "next/server"
+import { NextRequest, NextResponse } from "next/server"
 import { cookies } from "next/headers"
 import { ConvexHttpClient } from "convex/browser"

@ -25,33 +25,55 @@ function decodeMachineCookie(value: string) {
  }
 }

-export async function GET() {
+function encodeMachineCookie(payload: {
+  machineId: string
+  persona: string | null
+  assignedUserId: string | null
+  assignedUserEmail: string | null
+  assignedUserName: string | null
+  assignedUserRole: string | null
+}) {
+  return Buffer.from(JSON.stringify(payload)).toString("base64url")
+}
+
+export async function GET(request: NextRequest) {
  const session = await assertAuthenticatedSession()
  if (!session || session.user?.role !== "machine") {
    return NextResponse.json({ error: "Sessão de máquina não encontrada." }, { status: 403 })
  }

-  const cookieStore = await cookies()
-  const cookieValue = cookieStore.get(MACHINE_CTX_COOKIE)?.value
-  if (!cookieValue) {
-    return NextResponse.json({ error: "Contexto da máquina ausente." }, { status: 404 })
-  }
-
-  const decoded = decodeMachineCookie(cookieValue)
-  if (!decoded?.machineId) {
-    return NextResponse.json({ error: "Contexto da máquina inválido." }, { status: 400 })
-  }
-
  const convexUrl = env.NEXT_PUBLIC_CONVEX_URL
  if (!convexUrl) {
    return NextResponse.json({ error: "Convex não configurado." }, { status: 500 })
  }

  const client = new ConvexHttpClient(convexUrl)
+  const cookieStore = await cookies()
+  const cookieValue = cookieStore.get(MACHINE_CTX_COOKIE)?.value ?? null
+
+  const decoded = cookieValue ? decodeMachineCookie(cookieValue) : null
+  let machineId: Id<"machines"> | null = decoded?.machineId ? (decoded.machineId as Id<"machines">) : null
+
+  if (!machineId) {
+    try {
+      const lookup = (await client.query(api.machines.findByAuthEmail, {
+        authEmail: session.user.email.toLowerCase(),
+      })) as { id: string } | null
+
+      if (!lookup?.id) {
+        return NextResponse.json({ error: "Máquina não vinculada à sessão atual." }, { status: 404 })
+      }
+
+      machineId = lookup.id as Id<"machines">
+    } catch (error) {
+      console.error("[machines.session] Falha ao localizar máquina por e-mail", error)
+      return NextResponse.json({ error: "Não foi possível localizar a máquina." }, { status: 500 })
+    }
+  }

  try {
    const context = (await client.query(api.machines.getContext, {
-      machineId: decoded.machineId as Id<"machines">,
+      machineId,
    })) as {
      id: string
      tenantId: string
@ -66,10 +88,32 @@ export async function GET() {
      authEmail: string | null
    }

-    return NextResponse.json({
+    const responsePayload = {
+      machineId: context.id,
+      persona: context.persona,
+      assignedUserId: context.assignedUserId,
+      assignedUserEmail: context.assignedUserEmail,
+      assignedUserName: context.assignedUserName,
+      assignedUserRole: context.assignedUserRole,
+    }
+
+    const response = NextResponse.json({
      machine: context,
-      cookie: decoded,
+      cookie: responsePayload,
    })
+
+    const isSecure = request.nextUrl.protocol === "https:"
+    response.cookies.set({
+      name: MACHINE_CTX_COOKIE,
+      value: encodeMachineCookie(responsePayload),
+      httpOnly: true,
+      sameSite: "lax",
+      secure: isSecure,
+      path: "/",
+      maxAge: 60 * 60 * 24 * 30,
+    })
+
+    return response
  } catch (error) {
    console.error("[machines.session] Falha ao obter contexto da máquina", error)
    return NextResponse.json({ error: "Falha ao obter contexto da máquina." }, { status: 500 })
--- a/src/app/api/machines/sessions/route.ts
+++ b/src/app/api/machines/sessions/route.ts
@ -55,12 +55,13 @@ export async function POST(request: Request) {
      assignedUserName: session.machine.assignedUserName,
      assignedUserRole: session.machine.assignedUserRole,
    }
+    const isSecure = new URL(request.url).protocol === "https:"
    response.cookies.set({
      name: "machine_ctx",
      value: Buffer.from(JSON.stringify(machineCookiePayload)).toString("base64url"),
      httpOnly: true,
      sameSite: "lax",
-      secure: true,
+      secure: isSecure,
      path: "/",
      maxAge: 60 * 60 * 24 * 30,
    })
--- a/src/app/api/tickets/[id]/export/pdf/route.ts
+++ b/src/app/api/tickets/[id]/export/pdf/route.ts
@ -1,13 +1,6 @@
-import { NextResponse } from "next/server"
-// Use the standalone build to avoid AFM filesystem lookups
-// and ensure compatibility in serverless/traced environments.
-// eslint-disable-next-line @typescript-eslint/ban-ts-comment
-// @ts-ignore – no ambient types for this path; declared in types/
-import PDFDocument from "pdfkit/js/pdfkit.standalone.js"
-import { format } from "date-fns"
-import fs from "fs"
 import path from "path"
-import { ptBR } from "date-fns/locale"
+import fs from "fs"
+import { NextResponse } from "next/server"
 import { ConvexHttpClient } from "convex/browser"

 import { api } from "@/convex/_generated/api"
@ -16,161 +9,19 @@ import { env } from "@/lib/env"
 import { assertAuthenticatedSession } from "@/lib/auth-server"
 import { mapTicketWithDetailsFromServer } from "@/lib/mappers/ticket"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
-import { TICKET_TIMELINE_LABELS } from "@/lib/ticket-timeline-labels"
+import { renderTicketPdfBuffer } from "@/server/pdf/ticket-pdf-template"

-// Force Node.js runtime for pdfkit compatibility
 export const runtime = "nodejs"

-const statusLabel: Record<string, string> = {
-  PENDING: "Pendente",
-  AWAITING_ATTENDANCE: "Aguardando atendimento",
-  PAUSED: "Pausado",
-  RESOLVED: "Resolvido",
-}
-
-const statusColors: Record<string, string> = {
-  PENDING: "#64748B", // slate-500
-  AWAITING_ATTENDANCE: "#0EA5E9", // sky-500
-  PAUSED: "#F59E0B", // amber-500
-  RESOLVED: "#10B981", // emerald-500
-}
-
-const priorityLabel: Record<string, string> = {
-  LOW: "Baixa",
-  MEDIUM: "Média",
-  HIGH: "Alta",
-  URGENT: "Urgente",
-  CRITICAL: "Crítica",
-}
-
-const channelLabel: Record<string, string> = {
-  EMAIL: "E-mail",
-  PHONE: "Telefone",
-  CHAT: "Chat",
-  PORTAL: "Portal",
-  WEB: "Portal",
-  API: "API",
-  SOCIAL: "Redes sociais",
-  OTHER: "Outro",
-}
-
-
-function formatDateTime(date: Date | null | undefined) {
-  if (!date) return "—"
-  return format(date, "dd/MM/yyyy HH:mm", { locale: ptBR })
-}
-
-function htmlToPlainText(html?: string | null) {
-  if (!html) return ""
-  const withBreaks = html
-    .replace(/<\s*br\s*\/?>/gi, "\n")
-    .replace(/<\/p>/gi, "\n\n")
-  const stripped = withBreaks.replace(/<[^>]+>/g, "")
-  return decodeHtmlEntities(stripped).replace(/\u00A0/g, " ").trim()
-}
-
-function decodeHtmlEntities(input: string) {
-  return input
-    .replace(/&amp;/g, "&")
-    .replace(/&lt;/g, "<")
-    .replace(/&gt;/g, ">")
-    .replace(/&quot;/g, '"')
-    .replace(/&#39;/g, "'")
-    .replace(/&nbsp;/g, " ")
-}
-
-function stringifyPayload(payload: unknown): string | null {
-  if (!payload) return null
-  if (typeof payload === "object") {
-    if (Array.isArray(payload)) {
-      if (payload.length === 0) return null
-    } else if (payload) {
-      if (Object.keys(payload as Record<string, unknown>).length === 0) return null
-    }
-  }
-  if (typeof payload === "string" && payload.trim() === "") return null
+async function readLogoAsDataUrl() {
+  const logoPath = path.join(process.cwd(), "public", "raven.png")
  try {
-    return JSON.stringify(payload, null, 2)
-  } catch {
-    return String(payload)
-  }
-}
-
-function formatDurationMs(ms: number | null | undefined) {
-  if (!ms || ms <= 0) return null
-  const totalSeconds = Math.floor(ms / 1000)
-  const hours = Math.floor(totalSeconds / 3600)
-  const minutes = Math.floor((totalSeconds % 3600) / 60)
-  const seconds = totalSeconds % 60
-  if (hours > 0) return `${hours}h ${String(minutes).padStart(2, "0")}m`
-  if (minutes > 0) return `${minutes}m ${String(seconds).padStart(2, "0")}s`
-  return `${seconds}s`
-}
-
-function buildTimelineMessage(type: string, payload: Record<string, unknown> | null | undefined): string | null {
-  const p = payload ?? {}
-  const to = (p.toLabel as string | undefined) ?? (p.to as string | undefined)
-  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 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
-  const subjectTo = p.to as string | undefined
-  const pauseReason = (p.pauseReasonLabel as string | undefined) ?? (p.pauseReason as string | undefined)
-  const pauseNote = p.pauseNote as string | undefined
-  const sessionDuration = formatDurationMs((p.sessionDurationMs as number | undefined) ?? null)
-  const categoryName = p.categoryName as string | undefined
-  const subcategoryName = p.subcategoryName as string | undefined
-
-  switch (type) {
-    case "STATUS_CHANGED":
-      return to ? `Status alterado para ${to}` : "Status alterado"
-    case "ASSIGNEE_CHANGED":
-      return assignee ? `Responsável alterado para ${assignee}` : "Responsável alterado"
-    case "QUEUE_CHANGED":
-      return queue ? `Fila alterada para ${queue}` : "Fila alterada"
-    case "PRIORITY_CHANGED":
-      return to ? `Prioridade alterada para ${to}` : "Prioridade alterada"
-    case "CREATED":
-      return requester ? `Criado por ${requester}` : "Criado"
-    case "COMMENT_ADDED":
-      return author ? `Comentário adicionado por ${author}` : "Comentário adicionado"
-    case "COMMENT_EDITED": {
-      const who = actor ?? author
-      return who ? `Comentário editado por ${who}` : "Comentário editado"
-    }
-    case "SUBJECT_CHANGED":
-      return subjectTo ? `Assunto alterado para "${subjectTo}"` : "Assunto alterado"
-    case "SUMMARY_CHANGED":
-      return "Resumo atualizado"
-    case "ATTACHMENT_REMOVED":
-      return attachmentName ? `Anexo removido: ${attachmentName}` : "Anexo removido"
-    case "WORK_PAUSED": {
-      const parts: string[] = []
-      if (pauseReason) parts.push(`Motivo: ${pauseReason}`)
-      if (sessionDuration) parts.push(`Tempo registrado: ${sessionDuration}`)
-      if (pauseNote) parts.push(`Observação: ${pauseNote}`)
-      return parts.length > 0 ? parts.join(" • ") : "Atendimento pausado"
-    }
-    case "WORK_STARTED":
-      return "Atendimento iniciado"
-    case "CATEGORY_CHANGED": {
-      if (categoryName || subcategoryName) {
-        return `Categoria alterada para ${categoryName ?? ""}${subcategoryName ? ` • ${subcategoryName}` : ""}`.trim()
-      }
-      return "Categoria removida"
-    }
-    case "MANAGER_NOTIFIED":
-      return "Gestor notificado"
-    case "VISIT_SCHEDULED":
-      return "Visita agendada"
-    case "CSAT_RECEIVED":
-      return "CSAT recebido"
-    case "CSAT_RATED":
-      return "CSAT avaliado"
-    default:
-      return null
+    const buffer = await fs.promises.readFile(logoPath)
+    const base64 = buffer.toString("base64")
+    return `data:image/png;base64,${base64}`
+  } catch (error) {
+    console.warn("[tickets.export.pdf] Logo não encontrado, seguindo sem imagem", error)
+    return null
  }
 }

@ -188,6 +39,7 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st

  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, {
@ -199,8 +51,8 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
    })
    viewerId = ensuredUser?._id ?? null
  } catch (error) {
-    console.error("Failed to synchronize user with Convex for PDF export", error)
-    return NextResponse.json({ error: "Falha ao sincronizar usuário com Convex" }, { status: 500 })
+    console.error("[tickets.export.pdf] Falha ao sincronizar usuário no Convex", error)
+    return NextResponse.json({ error: "Não foi possível preparar a exportação" }, { status: 500 })
  }

  if (!viewerId) {
@ -215,12 +67,8 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
      viewerId: viewerId as unknown as Id<"users">,
    })
  } catch (error) {
-    console.error("Failed to load ticket from Convex for PDF export", error, {
-      tenantId,
-      ticketId,
-      viewerId,
-    })
-    return NextResponse.json({ error: "Falha ao carregar ticket no Convex" }, { status: 500 })
+    console.error("[tickets.export.pdf] Falha ao carregar ticket", error, { tenantId, ticketId, viewerId })
+    return NextResponse.json({ error: "Não foi possível carregar o ticket" }, { status: 500 })
  }

  if (!ticketRaw) {
@ -228,284 +76,20 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
  }

  const ticket = mapTicketWithDetailsFromServer(ticketRaw)
-  const doc = new PDFDocument({ size: "A4", margin: 56 })
-  const chunks: Buffer[] = []

-  doc.on("data", (chunk: unknown) => {
-    const buf = typeof chunk === "string" ? Buffer.from(chunk) : (chunk as Buffer)
-    chunks.push(buf)
-  })
-
-  const pdfBufferPromise = new Promise<Buffer>((resolve, reject) => {
-    doc.on("end", () => resolve(Buffer.concat(chunks)))
-    doc.on("error", reject)
-  })
-
-  // Register custom fonts (Inter) if available
+  const logoDataUrl = await readLogoAsDataUrl()
  try {
-    const pubRegular = path.join(process.cwd(), "public", "fonts", "Inter-Regular.ttf")
-    const pubBold = path.join(process.cwd(), "public", "fonts", "Inter-Bold.ttf")
-    const fontRegular = fs.existsSync(pubRegular)
-      ? pubRegular
-      : path.join(process.cwd(), "Inter,Manrope", "Inter", "static", "Inter_24pt-Regular.ttf")
-    const fontBold = fs.existsSync(pubBold)
-      ? pubBold
-      : path.join(process.cwd(), "Inter,Manrope", "Inter", "static", "Inter_24pt-Bold.ttf")
-    const D = doc as unknown as {
-      registerFont?: (name: string, src: string) => void
-      _fontFamilies?: Record<string, unknown>
-      roundedRect?: (x: number, y: number, w: number, h: number, r: number) => void
-    }
-    if (fs.existsSync(fontRegular)) {
-      D.registerFont?.("Inter", fontRegular)
-    }
-    if (fs.existsSync(fontBold)) {
-      D.registerFont?.("Inter-Bold", fontBold)
-    }
-  } catch {}
-
-  const D = doc as unknown as { _fontFamilies?: Record<string, unknown>; roundedRect?: (x:number,y:number,w:number,h:number,r:number)=>void }
-  const hasInter = Boolean(D._fontFamilies && (D._fontFamilies as Record<string, unknown>)["Inter-Bold"]) 
-
-  // Header with logo and brand bar
-  try {
-    const logoPath = path.join(process.cwd(), "public", "raven.png")
-    if (fs.existsSync(logoPath)) {
-      doc.image(logoPath, doc.page.margins.left, doc.y, { width: 120 })
-    }
-  } catch {}
-  doc.moveDown(0.5)
-  doc
-    .fillColor("#00e8ff")
-    .rect(doc.page.margins.left, doc.y, doc.page.width - doc.page.margins.left - doc.page.margins.right, 3)
-    .fill()
-  doc.moveDown(0.5)
-
-  // Título
-  doc.fillColor("#0F172A").font(hasInter ? "Inter-Bold" : "Helvetica-Bold").fontSize(18).text(`Ticket #${ticket.reference} — ${ticket.subject}`)
-  doc.moveDown(0.25)
-  // Linha abaixo do título
-  doc
-    .strokeColor("#E2E8F0")
-    .moveTo(doc.page.margins.left, doc.y)
-    .lineTo(doc.page.width - doc.page.margins.right, doc.y)
-    .stroke()
-
-  // Badge de status
-  doc.moveDown(0.5)
-  const statusText = statusLabel[ticket.status] ?? ticket.status
-  const badgeColor = statusColors[ticket.status] ?? "#475569"
-  const badgeFontSize = 10
-  const badgePaddingX = 6
-  const badgePaddingY = 3
-  const badgeX = doc.page.margins.left
-  const badgeY = doc.y
-  doc.save()
-  doc.font(hasInter ? "Inter-Bold" : "Helvetica-Bold").fontSize(badgeFontSize)
-  const badgeTextWidth = doc.widthOfString(statusText)
-  const badgeHeight = badgeFontSize + badgePaddingY * 2
-  const badgeWidth = badgeTextWidth + badgePaddingX * 2
-  if (typeof D.roundedRect === "function") {
-    D.roundedRect(badgeX, badgeY, badgeWidth, badgeHeight, 4)
-  } else {
-    doc.rect(badgeX, badgeY, badgeWidth, badgeHeight)
-  }
-  doc.fill(badgeColor)
-  doc.fillColor("#FFFFFF").text(statusText, badgeX + badgePaddingX, badgeY + badgePaddingY)
-  doc.restore()
-  doc.y = badgeY + badgeHeight + 8
-
-  // Metadados em duas colunas
-  const leftX = doc.page.margins.left
-  const colGap = 24
-  const colWidth = (doc.page.width - doc.page.margins.left - doc.page.margins.right - colGap) / 2
-  const rightX = leftX + colWidth + colGap
-  // const startY = doc.y
-  const drawMeta = (x: number, lines: string[]) => {
-    doc.save()
-    doc.x = x
-    doc.fillColor("#0F172A").font(hasInter ? "Inter" : "Helvetica").fontSize(11)
-    for (const line of lines) {
-      doc.text(line, { width: colWidth, lineGap: 2 })
-    }
-    const currY = doc.y
-    doc.restore()
-    return currY
-  }
-  const leftLines = [
-    `Status: ${statusText}`,
-    `Prioridade: ${priorityLabel[ticket.priority] ?? ticket.priority}`,
-    `Canal: ${channelLabel[ticket.channel] ?? ticket.channel ?? "—"}`,
-    `Fila: ${ticket.queue ?? "—"}`,
-  ]
-  const rightLines = [
-    `Solicitante: ${ticket.requester.name} (${ticket.requester.email})`,
-    `Responsável: ${ticket.assignee ? `${ticket.assignee.name} (${ticket.assignee.email})` : "Não atribuído"}`,
-    `Criado em: ${formatDateTime(ticket.createdAt)}`,
-    `Atualizado em: ${formatDateTime(ticket.updatedAt)}`,
-  ]
-  const leftY = drawMeta(leftX, leftLines)
-  const rightY = drawMeta(rightX, rightLines)
-  doc.y = Math.max(leftY, rightY)
-  doc.moveDown(0.5)
-
-  doc.moveDown(0.75)
-  doc
-    .font(hasInter ? "Inter-Bold" : "Helvetica-Bold")
-    .fontSize(12)
-    .text("Solicitante")
-  doc
-    .strokeColor("#E2E8F0")
-    .moveTo(doc.page.margins.left, doc.y)
-    .lineTo(doc.page.width - doc.page.margins.right, doc.y)
-    .stroke()
-  doc.moveDown(0.3)
-  doc
-    .font(hasInter ? "Inter" : "Helvetica")
-    .fontSize(11)
-    .text(`${ticket.requester.name} (${ticket.requester.email})`)
-
-  doc.moveDown(0.5)
-  doc.font(hasInter ? "Inter-Bold" : "Helvetica-Bold").fontSize(12).text("Responsável")
-  doc
-    .strokeColor("#E2E8F0")
-    .moveTo(doc.page.margins.left, doc.y)
-    .lineTo(doc.page.width - doc.page.margins.right, doc.y)
-    .stroke()
-  doc.moveDown(0.3)
-  doc
-    .font(hasInter ? "Inter" : "Helvetica")
-    .fontSize(11)
-    .text(ticket.assignee ? `${ticket.assignee.name} (${ticket.assignee.email})` : "Não atribuído")
-
-  doc.moveDown(0.75)
-  doc.font("Helvetica-Bold").fontSize(12).text("Datas")
-  doc
-    .strokeColor("#E2E8F0")
-    .moveTo(doc.page.margins.left, doc.y)
-    .lineTo(doc.page.width - doc.page.margins.right, doc.y)
-    .stroke()
-  doc.moveDown(0.3)
-  doc
-    .font("Helvetica")
-    .fontSize(11)
-    .text(`Criado em: ${formatDateTime(ticket.createdAt)}`)
-    .moveDown(0.15)
-    .text(`Atualizado em: ${formatDateTime(ticket.updatedAt)}`)
-    .moveDown(0.15)
-    .text(`Resolvido em: ${formatDateTime(ticket.resolvedAt ?? null)}`)
-
-  if (ticket.summary) {
-    doc.moveDown(0.75)
-    doc.font(hasInter ? "Inter-Bold" : "Helvetica-Bold").fontSize(12).text("Resumo")
-    doc
-      .strokeColor("#E2E8F0")
-      .moveTo(doc.page.margins.left, doc.y)
-      .lineTo(doc.page.width - doc.page.margins.right, doc.y)
-      .stroke()
-    doc
-      .font(hasInter ? "Inter" : "Helvetica")
-      .fontSize(11)
-      .text(ticket.summary, { align: "justify", lineGap: 2 })
-  }
-
-  if (ticket.description) {
-    doc.moveDown(0.75)
-    doc.font(hasInter ? "Inter-Bold" : "Helvetica-Bold").fontSize(12).text("Descrição")
-    doc
-      .strokeColor("#E2E8F0")
-      .moveTo(doc.page.margins.left, doc.y)
-      .lineTo(doc.page.width - doc.page.margins.right, doc.y)
-      .stroke()
-    doc
-      .font(hasInter ? "Inter" : "Helvetica")
-      .fontSize(11)
-      .text(htmlToPlainText(ticket.description), { align: "justify", lineGap: 2 })
-  }
-
-  if (ticket.comments.length > 0) {
-    doc.addPage()
-    doc.font(hasInter ? "Inter-Bold" : "Helvetica-Bold").fontSize(14).text("Comentários")
-    doc.moveDown(0.6)
-    const commentsSorted = [...ticket.comments].sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
-    commentsSorted.forEach((comment, index) => {
-      const visibility =
-        comment.visibility === "PUBLIC" ? "Público" : "Interno"
-      doc
-        .font(hasInter ? "Inter-Bold" : "Helvetica-Bold")
-        .fontSize(11)
-        .text(`${comment.author.name} • ${visibility} • ${formatDateTime(comment.createdAt)}`)
-      doc.moveDown(0.15)
-      const body = htmlToPlainText(comment.body)
-      if (body) {
-        doc
-          .font(hasInter ? "Inter" : "Helvetica")
-          .fontSize(11)
-          .text(body, { align: "justify", lineGap: 2, indent: 6 })
-      }
-      if (comment.attachments.length > 0) {
-        doc.moveDown(0.25)
-        doc.font(hasInter ? "Inter" : "Helvetica").fontSize(10).text("Anexos:")
-        comment.attachments.forEach((attachment) => {
-          doc
-            .font(hasInter ? "Inter" : "Helvetica")
-            .fontSize(10)
-            .text(`• ${attachment.name ?? attachment.id}`, { indent: 16, lineGap: 1 })
-        })
-      }
-      if (index < commentsSorted.length - 1) {
-        doc.moveDown(1)
-        doc
-          .strokeColor("#E2E8F0")
-          .moveTo(doc.x, doc.y)
-          .lineTo(doc.page.width - doc.page.margins.right, doc.y)
-          .stroke()
-        doc.moveDown(0.9)
-      }
+    const pdfBuffer = await renderTicketPdfBuffer({ ticket, logoDataUrl })
+    const payload = pdfBuffer instanceof Uint8Array ? pdfBuffer : new Uint8Array(pdfBuffer)
+    return new NextResponse(payload as unknown as BodyInit, {
+      headers: {
+        "Content-Type": "application/pdf",
+        "Content-Disposition": `attachment; filename="ticket-${ticket.reference}.pdf"`,
+        "Cache-Control": "no-store",
+      },
    })
+  } catch (error) {
+    console.error("[tickets.export.pdf] Falha ao renderizar PDF", error)
+    return NextResponse.json({ error: "Não foi possível gerar o PDF" }, { status: 500 })
  }
-
-  if (ticket.timeline.length > 0) {
-    doc.addPage()
-    doc.font(hasInter ? "Inter-Bold" : "Helvetica-Bold").fontSize(14).text("Linha do tempo")
-    doc.moveDown(0.6)
-    const timelineSorted = [...ticket.timeline].sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
-    timelineSorted.forEach((event) => {
-      const label = TICKET_TIMELINE_LABELS[event.type] ?? event.type
-      doc
-        .font(hasInter ? "Inter-Bold" : "Helvetica-Bold")
-        .fontSize(11)
-        .text(`${label} • ${formatDateTime(event.createdAt)}`)
-      doc.moveDown(0.15)
-
-      const friendly = buildTimelineMessage(event.type, event.payload)
-      if (friendly) {
-        doc
-          .font(hasInter ? "Inter" : "Helvetica")
-          .fontSize(10)
-          .text(friendly, { indent: 16, lineGap: 1 })
-      } else {
-        const payloadText = stringifyPayload(event.payload)
-        if (payloadText) {
-          doc
-            .font(hasInter ? "Inter" : "Helvetica")
-            .fontSize(10)
-            .text(payloadText, { indent: 16, lineGap: 1 })
-        }
-      }
-      doc.moveDown(0.7)
-    })
-  }
-
-  doc.end()
-  const pdfBuffer = await pdfBufferPromise
-  const pdfBytes = new Uint8Array(pdfBuffer)
-
-  return new NextResponse(pdfBytes, {
-    headers: {
-      "Content-Type": "application/pdf",
-      "Content-Disposition": `attachment; filename="ticket-${ticket.reference}.pdf"`,
-      "Cache-Control": "no-store",
-    },
-  })
 }
--- a/src/app/icon.png
+++ b/src/app/icon.png
--- a/src/app/layout.tsx
+++ b/src/app/layout.tsx
@ -18,10 +18,10 @@ const jetBrainsMono = JetBrains_Mono({
 })

 export const metadata: Metadata = {
-  title: "Raven",
+  title: "Raven - Sistema de chamados",
  description: "Plataforma Raven da Rever",
  icons: {
-    icon: "/raven.png",
+    icon: "/icon.png",
  },
 }

--- a/src/app/machines/handshake/route.ts
+++ b/src/app/machines/handshake/route.ts
@ -67,12 +67,13 @@ export async function GET(request: NextRequest) {
      assignedUserRole: session.machine.assignedUserRole,
    }
    const encodedContext = Buffer.from(JSON.stringify(machineCookiePayload)).toString("base64url")
+    const isSecure = redirectUrl.protocol === "https:"
    response.cookies.set({
      name: "machine_ctx",
      value: encodedContext,
      httpOnly: true,
      sameSite: "lax",
-      secure: true,
+      secure: isSecure,
      path: "/",
      maxAge: 60 * 60 * 24 * 30,
    })
--- a/src/app/tickets/resolved/page.tsx
+++ b/src/app/tickets/resolved/page.tsx
@ -0,0 +1,5 @@
+import { TicketsResolvedPageClient } from "./tickets-resolved-page-client"
+
+export default function TicketsResolvedPage() {
+  return <TicketsResolvedPageClient />
+}
--- a/src/app/tickets/resolved/tickets-resolved-page-client.tsx
+++ b/src/app/tickets/resolved/tickets-resolved-page-client.tsx
@ -0,0 +1,31 @@
+"use client"
+
+import dynamic from "next/dynamic"
+
+import { AppShell } from "@/components/app-shell"
+import { SiteHeader } from "@/components/site-header"
+
+const TicketsView = dynamic(
+  () =>
+    import("@/components/tickets/tickets-view").then((module) => ({
+      default: module.TicketsView,
+    })),
+  { ssr: false }
+)
+
+export function TicketsResolvedPageClient() {
+  return (
+    <AppShell
+      header={
+        <SiteHeader
+          title="Tickets resolvidos"
+          lead="Histórico de atendimentos concluídos. Pesquise ou filtre por fila, empresa e canal."
+        />
+      }
+    >
+      <div className="flex flex-col gap-6">
+        <TicketsView initialFilters={{ view: "completed" }} />
+      </div>
+    </AppShell>
+  )
+}
--- a/src/components/admin/admin-users-manager.tsx
+++ b/src/components/admin/admin-users-manager.tsx
@ -55,6 +55,25 @@ type Props = {
  defaultTenantId: string
 }

+const ROLE_LABELS: Record<string, string> = {
+  admin: "Administrador",
+  manager: "Gestor",
+  agent: "Agente",
+  collaborator: "Colaborador",
+  machine: "Agente de máquina",
+}
+
+function formatRole(role: string) {
+  const key = role?.toLowerCase?.() ?? ""
+  return ROLE_LABELS[key] ?? role
+}
+
+function formatTenantLabel(tenantId: string, defaultTenantId: string) {
+  if (!tenantId) return "Principal"
+  if (tenantId === defaultTenantId) return "Principal"
+  return tenantId
+}
+
 function formatDate(dateIso: string) {
  const date = new Date(dateIso)
  return new Intl.DateTimeFormat("pt-BR", {
@ -206,8 +225,6 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
      <TabsList className="h-12 w-full justify-start rounded-xl bg-slate-100 p-1">
        <TabsTrigger value="invites" className="rounded-lg">Convites</TabsTrigger>
        <TabsTrigger value="users" className="rounded-lg">Usuários</TabsTrigger>
-        <TabsTrigger value="queues" className="rounded-lg">Filas</TabsTrigger>
-        <TabsTrigger value="categories" className="rounded-lg">Categorias</TabsTrigger>
      </TabsList>

      <TabsContent value="invites" className="mt-6 space-y-6">
@ -255,25 +272,23 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
                  <SelectContent>
                    {normalizedRoles.map((item) => (
                      <SelectItem key={item} value={item}>
-                        {item === "admin"
-                          ? "Administrador"
-                          : item === "manager"
-                          ? "Gestor"
-                          : item === "agent"
-                          ? "Agente"
-                          : "Colaborador"}
+                        {formatRole(item)}
                      </SelectItem>
                    ))}
                  </SelectContent>
                </Select>
              </div>
              <div className="grid gap-2">
-                <Label htmlFor="invite-tenant">Tenant</Label>
+                <Label htmlFor="invite-tenant">Espaço (ID interno)</Label>
                <Input
                  id="invite-tenant"
                  value={tenantId}
                  onChange={(event) => setTenantId(event.target.value)}
+                  placeholder="ex.: principal"
                />
+                <p className="text-xs text-neutral-500">
+                  Use este campo apenas se trabalhar com múltiplos espaços de clientes. Caso contrário, mantenha o valor padrão.
+                </p>
              </div>
              <div className="grid gap-2">
                <Label>Expira em</Label>
@ -377,7 +392,7 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
                <tr className="text-left text-xs uppercase tracking-wide text-neutral-500">
                  <th className="py-3 pr-4 font-medium">Colaborador</th>
                  <th className="py-3 pr-4 font-medium">Papel</th>
-                  <th className="py-3 pr-4 font-medium">Tenant</th>
+                  <th className="py-3 pr-4 font-medium">Espaço</th>
                  <th className="py-3 pr-4 font-medium">Expira em</th>
                  <th className="py-3 pr-4 font-medium">Status</th>
                  <th className="py-3 font-medium">Ações</th>
@ -392,8 +407,8 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
                        <span className="text-xs text-neutral-500">{invite.email}</span>
                      </div>
                    </td>
-                    <td className="py-3 pr-4 uppercase text-neutral-600">{invite.role}</td>
-                    <td className="py-3 pr-4 text-neutral-600">{invite.tenantId}</td>
+                    <td className="py-3 pr-4 text-neutral-600">{formatRole(invite.role)}</td>
+                    <td className="py-3 pr-4 text-neutral-600">{formatTenantLabel(invite.tenantId, defaultTenantId)}</td>
                    <td className="py-3 pr-4 text-neutral-600">{formatDate(invite.expiresAt)}</td>
                    <td className="py-3 pr-4">
                      <Badge
@ -449,7 +464,7 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
                  <th className="py-3 pr-4 font-medium">Nome</th>
                  <th className="py-3 pr-4 font-medium">E-mail</th>
                  <th className="py-3 pr-4 font-medium">Papel</th>
-                  <th className="py-3 pr-4 font-medium">Tenant</th>
+                  <th className="py-3 pr-4 font-medium">Espaço</th>
                  <th className="py-3 font-medium">Criado em</th>
                </tr>
              </thead>
@ -458,8 +473,8 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
                  <tr key={user.id} className="hover:bg-slate-50">
                    <td className="py-3 pr-4 font-medium text-neutral-800">{user.name || "—"}</td>
                    <td className="py-3 pr-4 text-neutral-600">{user.email}</td>
-                    <td className="py-3 pr-4 uppercase text-neutral-600">{user.role}</td>
-                    <td className="py-3 pr-4 text-neutral-600">{user.tenantId}</td>
+                    <td className="py-3 pr-4 text-neutral-600">{formatRole(user.role)}</td>
+                    <td className="py-3 pr-4 text-neutral-600">{formatTenantLabel(user.tenantId, defaultTenantId)}</td>
                    <td className="py-3 text-neutral-500">{formatDate(user.createdAt)}</td>
                  </tr>
                ))}
@ -476,27 +491,6 @@ export function AdminUsersManager({ initialUsers, initialInvites, roleOptions, d
        </Card>
      </TabsContent>

-      <TabsContent value="queues" className="mt-6">
-        <Card>
-          <CardHeader>
-            <CardTitle>Gestão de filas</CardTitle>
-            <CardDescription>
-              Em breve será possível criar e reordenar as filas utilizadas na triagem dos tickets.
-            </CardDescription>
-          </CardHeader>
-        </Card>
-      </TabsContent>
-
-      <TabsContent value="categories" className="mt-6">
-        <Card>
-          <CardHeader>
-            <CardTitle>Gestão de categorias</CardTitle>
-            <CardDescription>
-              Estamos preparando o painel completo para organizar categorias e subcategorias do catálogo.
-            </CardDescription>
-          </CardHeader>
-        </Card>
-      </TabsContent>
    </Tabs>
  )
 }
--- a/src/components/app-sidebar.tsx
+++ b/src/components/app-sidebar.tsx
@ -18,6 +18,7 @@ import {
  Layers3,
  UserPlus,
  BellRing,
+  ChevronDown,
 } from "lucide-react"
 import { usePathname } from "next/navigation"

@ -39,6 +40,7 @@ import {
 import { Skeleton } from "@/components/ui/skeleton"
 import { NavUser } from "@/components/nav-user"
 import { useAuth } from "@/lib/auth-client"
+import { cn } from "@/lib/utils"

 import type { LucideIcon } from "lucide-react"

@ -47,9 +49,10 @@ type NavRoleRequirement = "staff" | "admin"
 type NavigationItem = {
  title: string
  url: string
-  icon: LucideIcon
+  icon?: LucideIcon
  requiredRole?: NavRoleRequirement
  exact?: boolean
+  children?: NavigationItem[]
 }

 type NavigationGroup = {
@ -65,7 +68,13 @@ const navigation: { versions: string[]; navMain: NavigationGroup[] } = {
      title: "Operação",
      items: [
        { title: "Dashboard", url: "/dashboard", icon: LayoutDashboard, requiredRole: "staff" },
-        { title: "Tickets", url: "/tickets", icon: Ticket, requiredRole: "staff" },
+        {
+          title: "Tickets",
+          url: "/tickets",
+          icon: Ticket,
+          requiredRole: "staff",
+          children: [{ title: "Resolvidos", url: "/tickets/resolved", requiredRole: "staff" }],
+        },
        { title: "Visualizações", url: "/views", icon: PanelsTopLeft, requiredRole: "staff" },
        { title: "Modo Play", url: "/play", icon: PlayCircle, requiredRole: "staff" },
      ],
@ -108,6 +117,31 @@ export function AppSidebar({ ...props }: React.ComponentProps<typeof Sidebar>) {
  const pathname = usePathname()
  const { session, isLoading, isAdmin, isStaff } = useAuth()
  const [isHydrated, setIsHydrated] = React.useState(false)
+  const initialExpanded = React.useMemo(() => {
+    const open = new Set<string>()
+    navigation.navMain.forEach((group) => {
+      group.items.forEach((item) => {
+        if (!item.children || item.children.length === 0) return
+        const shouldOpen = item.children.some((child) => {
+          if (!canAccess(child.requiredRole)) return false
+          return pathname === child.url || pathname.startsWith(`${child.url}/`)
+        })
+        if (shouldOpen) {
+          open.add(item.title)
+        }
+      })
+    })
+    return open
+  }, [pathname])
+  const [expanded, setExpanded] = React.useState<Set<string>>(initialExpanded)
+
+  React.useEffect(() => {
+    setExpanded((prev) => {
+      const next = new Set(prev)
+      initialExpanded.forEach((key) => next.add(key))
+      return next
+    })
+  }, [initialExpanded])

  React.useEffect(() => {
    setIsHydrated(true)
@ -132,6 +166,18 @@ export function AppSidebar({ ...props }: React.ComponentProps<typeof Sidebar>) {
    return false
  }

+  const toggleExpanded = React.useCallback((title: string) => {
+    setExpanded((prev) => {
+      const next = new Set(prev)
+      if (next.has(title)) {
+        next.delete(title)
+      } else {
+        next.add(title)
+      }
+      return next
+    })
+  }, [])
+
  if (!isHydrated) {
    return (
      <Sidebar {...props}>
@ -180,16 +226,64 @@ export function AppSidebar({ ...props }: React.ComponentProps<typeof Sidebar>) {
              <SidebarGroupLabel>{group.title}</SidebarGroupLabel>
              <SidebarGroupContent>
                <SidebarMenu>
-                  {visibleItems.map((item) => (
-                    <SidebarMenuItem key={item.title}>
-                      <SidebarMenuButton asChild isActive={isActive(item)}>
-                        <a href={item.url} className="gap-2">
-                          <item.icon className="size-4" />
-                          <span>{item.title}</span>
-                        </a>
-                      </SidebarMenuButton>
-                    </SidebarMenuItem>
-                  ))}
+                  {visibleItems.map((item) => {
+                    if (item.children && item.children.length > 0) {
+                      const childItems = item.children.filter((child) => canAccess(child.requiredRole))
+                      const isExpanded = expanded.has(item.title)
+                      const isChildActive = childItems.some((child) => isActive(child))
+                      const parentActive = isActive(item) || isChildActive
+
+                      return (
+                        <React.Fragment key={item.title}>
+                          <SidebarMenuItem>
+                            <SidebarMenuButton asChild isActive={parentActive}>
+                              <a href={item.url} className={cn("gap-2", "relative pr-7") }>
+                                {item.icon ? <item.icon className="size-4" /> : null}
+                                <span className="flex-1">{item.title}</span>
+                                <span
+                                  role="button"
+                                  aria-label={isExpanded ? "Recolher submenu" : "Expandir submenu"}
+                                  onClick={(event) => {
+                                    event.preventDefault()
+                                    event.stopPropagation()
+                                    toggleExpanded(item.title)
+                                  }}
+                                  className={cn(
+                                    "absolute right-1.5 top-1/2 inline-flex h-6 w-6 -translate-y-1/2 items-center justify-center rounded-md text-neutral-500 transition hover:bg-slate-200 hover:text-neutral-700",
+                                    isExpanded && "rotate-180"
+                                  )}
+                                >
+                                  <ChevronDown className="size-3" />
+                                </span>
+                              </a>
+                            </SidebarMenuButton>
+                          </SidebarMenuItem>
+                          {isExpanded
+                            ? childItems.map((child) => (
+                                <SidebarMenuItem key={`${item.title}-${child.title}`}>
+                                  <SidebarMenuButton asChild isActive={isActive(child)}>
+                                    <a href={child.url} className="gap-2 pl-7 text-sm">
+                                      <span>{child.title}</span>
+                                    </a>
+                                  </SidebarMenuButton>
+                                </SidebarMenuItem>
+                              ))
+                            : null}
+                        </React.Fragment>
+                      )
+                    }
+
+                    return (
+                      <SidebarMenuItem key={item.title}>
+                        <SidebarMenuButton asChild isActive={isActive(item)}>
+                          <a href={item.url} className="gap-2">
+                            {item.icon ? <item.icon className="size-4" /> : null}
+                            <span>{item.title}</span>
+                          </a>
+                        </SidebarMenuButton>
+                      </SidebarMenuItem>
+                    )
+                  })}
                </SidebarMenu>
              </SidebarGroupContent>
            </SidebarGroup>
--- a/src/components/portal/portal-shell.tsx
+++ b/src/components/portal/portal-shell.tsx
@ -26,9 +26,11 @@ export function PortalShell({ children }: PortalShellProps) {
  const { session, machineContext } = useAuth()
  const [isSigningOut, setIsSigningOut] = useState(false)

+  const isMachineSession = session?.user.role === "machine"
+  const personaValue = machineContext?.persona ?? session?.user.machinePersona ?? null
  const displayName = machineContext?.assignedUserName ?? session?.user.name ?? session?.user.email ?? "Cliente"
  const displayEmail = machineContext?.assignedUserEmail ?? session?.user.email ?? ""
-  const personaLabel = machineContext?.persona === "manager" ? "Gestor" : "Colaborador"
+  const personaLabel = personaValue === "manager" ? "Gestor" : "Colaborador"

  const initials = useMemo(() => {
    const name = displayName || displayEmail || "Cliente"
@ -64,7 +66,7 @@ export function PortalShell({ children }: PortalShellProps) {
              <GalleryVerticalEnd className="size-4" />
            </span>
            <div className="flex flex-col">
-              <span className="text-xs font-semibold uppercase tracking-[0.28em] text-neutral-500">
+              <span className="text-xs font-semibold uppercase tracking-[0.12em] text-neutral-500">
                Portal do cliente
              </span>
              <span className="text-lg font-semibold text-neutral-900">Raven</span>
@ -100,12 +102,12 @@ export function PortalShell({ children }: PortalShellProps) {
              <div className="flex flex-col leading-tight">
                <span className="font-semibold text-neutral-900">{displayName}</span>
                <span className="text-xs text-neutral-500">{displayEmail}</span>
-                {machineContext ? (
+                {personaValue ? (
                  <span className="text-[10px] uppercase tracking-wide text-neutral-400">{personaLabel}</span>
                ) : null}
              </div>
            </div>
-            {!machineContext ? (
+            {!isMachineSession ? (
              <Button
                size="sm"
                variant="outline"
--- a/src/components/portal/portal-ticket-form.tsx
+++ b/src/components/portal/portal-ticket-form.tsx
@ -31,11 +31,12 @@ function toHtml(text: string) {

 export function PortalTicketForm() {
  const router = useRouter()
-  const { convexUserId, session } = useAuth()
+  const { convexUserId, session, machineContext } = useAuth()
  const createTicket = useMutation(api.tickets.create)
  const addComment = useMutation(api.tickets.addComment)

  const tenantId = session?.user.tenantId ?? DEFAULT_TENANT_ID
+  const viewerId = (convexUserId ?? machineContext?.assignedUserId ?? null) as Id<"users"> | null

  const [subject, setSubject] = useState("")
  const [summary, setSummary] = useState("")
@ -51,7 +52,7 @@ export function PortalTicketForm() {

  async function handleSubmit(event: React.FormEvent) {
    event.preventDefault()
-    if (!convexUserId || !isFormValid || isSubmitting) return
+    if (!viewerId || !isFormValid || isSubmitting) return

    const trimmedSubject = subject.trim()
    const trimmedSummary = summary.trim()
@ -66,14 +67,14 @@ export function PortalTicketForm() {
    toast.loading("Abrindo chamado...", { id: "portal-new-ticket" })
    try {
      const id = await createTicket({
-        actorId: convexUserId as Id<"users">,
+        actorId: viewerId,
        tenantId,
        subject: trimmedSubject,
        summary: trimmedSummary || undefined,
        priority: DEFAULT_PRIORITY,
        channel: "MANUAL",
        queueId: undefined,
-        requesterId: convexUserId as Id<"users">,
+        requesterId: viewerId,
        categoryId: categoryId as Id<"ticketCategories">,
        subcategoryId: subcategoryId as Id<"ticketSubcategories">,
      })
@ -89,7 +90,7 @@ export function PortalTicketForm() {
        }))
        await addComment({
          ticketId: id as Id<"tickets">,
-          authorId: convexUserId as Id<"users">,
+          authorId: viewerId,
          visibility: "PUBLIC",
          body: htmlBody,
          attachments: typedAttachments,
@ -186,7 +187,7 @@ export function PortalTicketForm() {
            </Button>
            <Button
              type="submit"
-              disabled={!isFormValid || isSubmitting}
+              disabled={!isFormValid || isSubmitting || !viewerId}
              className="rounded-full bg-neutral-900 px-6 text-sm font-semibold text-white hover:bg-neutral-900/90"
            >
              Registrar chamado
--- a/src/components/portal/portal-ticket-list.tsx
+++ b/src/components/portal/portal-ticket-list.tsx
@ -16,14 +16,16 @@ import { Button } from "@/components/ui/button"
 import { PortalTicketCard } from "@/components/portal/portal-ticket-card"

 export function PortalTicketList() {
-  const { convexUserId, session } = useAuth()
+  const { convexUserId, session, machineContext } = useAuth()
+
+  const viewerId = (convexUserId ?? machineContext?.assignedUserId ?? null) as Id<"users"> | null

  const ticketsRaw = useQuery(
    api.tickets.list,
-    convexUserId
+    viewerId
      ? {
          tenantId: session?.user.tenantId ?? DEFAULT_TENANT_ID,
-          viewerId: convexUserId as Id<"users">,
+          viewerId,
          limit: 100,
        }
      : "skip"
@ -34,7 +36,9 @@ export function PortalTicketList() {
    return mapTicketsFromServerList((ticketsRaw as unknown[]) ?? [])
  }, [ticketsRaw])

-  if (ticketsRaw === undefined) {
+  const isLoading = Boolean(viewerId && ticketsRaw === undefined)
+
+  if (isLoading) {
    return (
      <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
        <CardHeader className="flex items-center gap-2 px-5 py-5">
@ -48,7 +52,7 @@ export function PortalTicketList() {
    )
  }

-  if (!tickets.length) {
+  if (!viewerId || !tickets.length) {
    return (
      <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
        <CardHeader className="px-5 py-5">
--- a/src/components/settings/comment-templates-manager.tsx
+++ b/src/components/settings/comment-templates-manager.tsx
@ -15,15 +15,17 @@ import { Input } from "@/components/ui/input"
 import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
 import { Empty, EmptyDescription, EmptyHeader, EmptyMedia, EmptyTitle } from "@/components/ui/empty"
 import { Spinner } from "@/components/ui/spinner"
+import { Tabs, TabsList, TabsTrigger } from "@/components/ui/tabs"

 export function CommentTemplatesManager() {
  const { convexUserId, session } = useAuth()
  const tenantId = session?.user.tenantId ?? DEFAULT_TENANT_ID
  const viewerId = convexUserId as Id<"users"> | undefined
+  const [activeKind, setActiveKind] = useState<"comment" | "closing">("comment")

  const templates = useQuery(
    viewerId ? api.commentTemplates.list : "skip",
-    viewerId ? { tenantId, viewerId } : "skip"
+    viewerId ? { tenantId, viewerId, kind: activeKind } : "skip"
  ) as
    | {
        id: Id<"commentTemplates">
@ -33,6 +35,7 @@ export function CommentTemplatesManager() {
        updatedAt: number
        createdBy: Id<"users">
        updatedBy: Id<"users"> | null
+        kind: "comment" | "closing" | string
      }[]
    | undefined

@ -48,6 +51,27 @@ export function CommentTemplatesManager() {

  const orderedTemplates = useMemo(() => templates ?? [], [templates])

+  const kindLabels: Record<typeof activeKind, { title: string; description: string; placeholder: string; empty: { title: string; description: string } }> = {
+    comment: {
+      title: "Templates de comentário",
+      description: "Mantenha respostas rápidas prontas para uso. Administradores e agentes podem criar, editar e remover templates.",
+      placeholder: "Escreva a mensagem padrão...",
+      empty: {
+        title: "Nenhum template cadastrado",
+        description: "Crie seu primeiro template de comentário usando o formulário acima.",
+      },
+    },
+    closing: {
+      title: "Templates de encerramento",
+      description: "Padronize as mensagens de fechamento de tickets. Os nomes dos clientes podem ser inseridos automaticamente com {{cliente}}.",
+      placeholder: "Conteúdo da mensagem de encerramento...",
+      empty: {
+        title: "Nenhum template de encerramento",
+        description: "Cadastre mensagens padrão para encerrar tickets rapidamente.",
+      },
+    },
+  }
+
  async function handleCreate(event: React.FormEvent<HTMLFormElement>) {
    event.preventDefault()
    if (!viewerId) return
@ -64,7 +88,7 @@ export function CommentTemplatesManager() {
    setIsSubmitting(true)
    toast.loading("Criando template...", { id: "create-template" })
    try {
-      await createTemplate({ tenantId, actorId: viewerId, title: trimmedTitle, body: sanitizedBody })
+      await createTemplate({ tenantId, actorId: viewerId, title: trimmedTitle, body: sanitizedBody, kind: activeKind })
      toast.success("Template criado!", { id: "create-template" })
      setTitle("")
      setBody("")
@ -76,7 +100,7 @@ export function CommentTemplatesManager() {
    }
  }

-  async function handleUpdate(templateId: Id<"commentTemplates">, nextTitle: string, nextBody: string) {
+  async function handleUpdate(templateId: Id<"commentTemplates">, nextTitle: string, nextBody: string, kind: "comment" | "closing" | string) {
    if (!viewerId) return
    const trimmedTitle = nextTitle.trim()
    const sanitizedBody = sanitizeEditorHtml(nextBody)
@ -97,6 +121,7 @@ export function CommentTemplatesManager() {
        actorId: viewerId,
        title: trimmedTitle,
        body: sanitizedBody,
+        kind,
      })
      toast.success("Template atualizado!", { id: toastId })
      return true
@ -134,13 +159,24 @@ export function CommentTemplatesManager() {
  return (
    <div className="space-y-6">
      <Card className="border border-slate-200">
-        <CardHeader className="flex flex-col gap-1">
-          <CardTitle className="text-xl font-semibold text-neutral-900">Templates de comentário</CardTitle>
-          <CardDescription className="text-sm text-neutral-600">
-            Mantenha respostas rápidas prontas para uso. Administradores e agentes podem criar, editar e remover templates.
-          </CardDescription>
+        <CardHeader className="flex flex-col gap-3">
+          <div className="flex flex-col gap-1">
+            <CardTitle className="text-xl font-semibold text-neutral-900">Templates rápidos</CardTitle>
+            <CardDescription className="text-sm text-neutral-600">
+              Gerencie mensagens padrão para comentários e encerramentos de tickets.
+            </CardDescription>
+          </div>
+          <Tabs value={activeKind} onValueChange={(value) => setActiveKind(value as "comment" | "closing")} className="w-full">
+            <TabsList className="h-10 w-full justify-start rounded-lg bg-slate-100 p-1">
+              <TabsTrigger value="comment" className="rounded-md px-4 py-1.5 text-sm font-medium">Comentários</TabsTrigger>
+              <TabsTrigger value="closing" className="rounded-md px-4 py-1.5 text-sm font-medium">Encerramentos</TabsTrigger>
+            </TabsList>
+          </Tabs>
        </CardHeader>
        <CardContent>
+          <CardDescription className="mb-4 text-sm text-neutral-600">
+            {kindLabels[activeKind].description}
+          </CardDescription>
          <form className="space-y-4" onSubmit={handleCreate}>
            <div className="space-y-2">
              <label htmlFor="template-title" className="text-sm font-medium text-neutral-800">
@ -158,7 +194,7 @@ export function CommentTemplatesManager() {
              <label htmlFor="template-body" className="text-sm font-medium text-neutral-800">
                Conteúdo padrão
              </label>
-              <RichTextEditor value={body} onChange={setBody} minHeight={180} placeholder="Escreva a mensagem padrão..." />
+              <RichTextEditor value={body} onChange={setBody} minHeight={180} placeholder={kindLabels[activeKind].placeholder} />
            </div>
            <div className="flex justify-end gap-2">
              {body ? (
@ -189,7 +225,7 @@ export function CommentTemplatesManager() {
            <IconFileText className="size-5 text-neutral-500" /> Templates cadastrados
          </CardTitle>
          <CardDescription className="text-sm text-neutral-600">
-            Gerencie as mensagens prontas utilizadas nos comentários de tickets.
+            Gerencie as mensagens prontas utilizadas nos {activeKind === "comment" ? "comentários" : "encerramentos"} de tickets.
          </CardDescription>
        </CardHeader>
        <CardContent>
@ -203,8 +239,8 @@ export function CommentTemplatesManager() {
                <EmptyMedia variant="icon">
                  <IconFileText className="size-5 text-neutral-500" />
                </EmptyMedia>
-                <EmptyTitle>Nenhum template cadastrado</EmptyTitle>
-                <EmptyDescription>Crie seu primeiro template usando o formulário acima.</EmptyDescription>
+                <EmptyTitle>{kindLabels[activeKind].empty.title}</EmptyTitle>
+                <EmptyDescription>{kindLabels[activeKind].empty.description}</EmptyDescription>
              </EmptyHeader>
            </Empty>
          ) : (
@ -231,8 +267,9 @@ type TemplateItemProps = {
    title: string
    body: string
    updatedAt: number
+    kind: "comment" | "closing" | string
  }
-  onSave: (templateId: Id<"commentTemplates">, title: string, body: string) => Promise<boolean | void>
+  onSave: (templateId: Id<"commentTemplates">, title: string, body: string, kind: "comment" | "closing" | string) => Promise<boolean | void>
  onDelete: (templateId: Id<"commentTemplates">) => Promise<void>
 }

@ -247,7 +284,7 @@ function TemplateItem({ template, onSave, onDelete }: TemplateItemProps) {

  async function handleSave() {
    setIsSaving(true)
-    const ok = await onSave(template.id, title, body)
+    const ok = await onSave(template.id, title, body, template.kind ?? "comment")
    setIsSaving(false)
    if (ok !== false) {
      setIsEditing(false)
--- a/src/components/tickets/delete-ticket-dialog.tsx
+++ b/src/components/tickets/delete-ticket-dialog.tsx
@ -1,7 +1,7 @@
 "use client"

 import { useRouter } from "next/navigation"
-import { useState } from "react"
+import { useMemo, useState } from "react"
 import { useMutation } from "convex/react"
 import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
@ -10,17 +10,28 @@ import { Button } from "@/components/ui/button"
 import { AlertTriangle, Trash2 } from "lucide-react"
 import { toast } from "sonner"

+import { useAuth } from "@/lib/auth-client"
+
 export function DeleteTicketDialog({ ticketId }: { ticketId: Id<"tickets"> }) {
  const router = useRouter()
  const remove = useMutation(api.tickets.remove)
+  const { convexUserId, isAdmin } = useAuth()
  const [open, setOpen] = useState(false)
  const [loading, setLoading] = useState(false)
+  const viewerId = useMemo(() => (isAdmin && convexUserId ? (convexUserId as Id<"users">) : null), [isAdmin, convexUserId])
+
+  if (!viewerId) {
+    return null
+  }

  async function confirm() {
    setLoading(true)
    toast.loading("Excluindo ticket...", { id: "del" })
    try {
-      await remove({ ticketId })
+      if (!viewerId) {
+        throw new Error("missing actor")
+      }
+      await remove({ ticketId, actorId: viewerId })
      toast.success("Ticket excluído.", { id: "del" })
      setOpen(false)
      router.push("/tickets")
--- a/src/components/tickets/status-select.tsx
+++ b/src/components/tickets/status-select.tsx
@ -1,15 +1,20 @@
 "use client"

-import { useState } from "react"
-import { useMutation } from "convex/react"
+import { useEffect, useMemo, useState } from "react"
+import { useMutation, useQuery } from "convex/react"
 import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
 import type { TicketStatus } from "@/lib/schemas/ticket"
 import { useAuth } from "@/lib/auth-client"
 import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
 import { Badge } from "@/components/ui/badge"
+import { Button } from "@/components/ui/button"
+import { Dialog, DialogContent, DialogDescription, DialogFooter, DialogHeader, DialogTitle } from "@/components/ui/dialog"
+import { Spinner } from "@/components/ui/spinner"
+import { RichTextEditor } from "@/components/ui/rich-text-editor"
 import { toast } from "sonner"
 import { cn } from "@/lib/utils"
+import { sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
 import { ChevronDown } from "lucide-react"

 type StatusKey = TicketStatus | "NEW" | "OPEN" | "ON_HOLD";
@ -32,44 +37,289 @@ const itemClass = "rounded-md px-2 py-2 text-sm text-neutral-800 transition hove
 const baseBadgeClass =
  "inline-flex h-9 items-center gap-2 rounded-full border border-slate-200 px-3 text-sm font-semibold transition hover:border-slate-300"

-export function StatusSelect({ ticketId, value }: { ticketId: string; value: TicketStatus }) {
+type ClosingTemplate = {
+  id: string
+  title: string
+  body: string
+}
+
+const DEFAULT_PHONE_NUMBER = "(11) 4173-5368"
+
+const DEFAULT_CLOSING_TEMPLATES: ClosingTemplate[] = [
+  {
+    id: "default-standard",
+    title: "Encerramento padrão",
+    body: sanitizeEditorHtml(`
+      <p>Olá {{cliente}},</p>
+      <p>A equipe da Raven agradece o contato. Este ticket está sendo encerrado.</p>
+      <p>Se surgirem novas questões, você pode reabrir o ticket em até 7 dias ou nos contatar pelo número <strong>${DEFAULT_PHONE_NUMBER}</strong>. Obrigado.</p>
+      <p>👍 👀 🙌<br />Gabriel Henrique · Raven</p>
+    `),
+  },
+  {
+    id: "default-no-contact",
+    title: "Tentativa de contato sem sucesso",
+    body: sanitizeEditorHtml(`
+      <p>Prezado(a) {{cliente}},</p>
+      <p>Realizamos uma tentativa de contato, mas não obtivemos sucesso.</p>
+      <p>Por favor, retorne assim que possível para seguirmos com as verificações necessárias.</p>
+      <p>Este ticket será encerrado após 3 tentativas realizadas sem sucesso.</p>
+      <p>Telefone para contato: <strong>${DEFAULT_PHONE_NUMBER}</strong>.</p>
+      <p>👍 👀 🙌<br />Gabriel Henrique · Raven</p>
+    `),
+  },
+  {
+    id: "default-closed-after-attempts",
+    title: "Encerramento após 3 tentativas",
+    body: sanitizeEditorHtml(`
+      <p>Prezado(a) {{cliente}},</p>
+      <p>Esse ticket está sendo encerrado pois realizamos 3 tentativas sem retorno.</p>
+      <p>Você pode reabrir este ticket em até 7 dias ou entrar em contato pelo telefone <strong>${DEFAULT_PHONE_NUMBER}</strong> quando preferir.</p>
+      <p>👍 👀 🙌<br />Gabriel Henrique · Raven</p>
+    `),
+  },
+]
+
+function applyTemplatePlaceholders(html: string, customerName?: string | null) {
+  const normalizedName = customerName?.trim()
+  const fallback = normalizedName && normalizedName.length > 0 ? normalizedName : "cliente"
+  return html.replace(/{{\s*(cliente|customer|customername|nome|nomecliente)\s*}}/gi, fallback)
+}
+
+export function StatusSelect({
+  ticketId,
+  value,
+  tenantId,
+  requesterName,
+}: {
+  ticketId: string
+  value: TicketStatus
+  tenantId: string
+  requesterName?: string | null
+}) {
  const updateStatus = useMutation(api.tickets.updateStatus)
-  const [status, setStatus] = useState<TicketStatus>(value)
  const { convexUserId } = useAuth()
+  const actorId = (convexUserId ?? null) as Id<"users"> | null
+  const [status, setStatus] = useState<TicketStatus>(value)
+  const [closeDialogOpen, setCloseDialogOpen] = useState(false)
+
+  useEffect(() => {
+    setStatus(value)
+  }, [value])
+
+  const handleStatusChange = async (selected: string) => {
+    const next = selected as TicketStatus
+    if (next === "RESOLVED") {
+      setCloseDialogOpen(true)
+      return
+    }
+
+    const previous = status
+    setStatus(next)
+    toast.loading("Atualizando status...", { id: "status" })
+    try {
+      if (!actorId) {
+        throw new Error("missing user")
+      }
+      await updateStatus({ ticketId: ticketId as unknown as Id<"tickets">, status: next, actorId })
+      toast.success("Status alterado para " + (statusStyles[next]?.label ?? next) + ".", { id: "status" })
+    } catch (error) {
+      console.error(error)
+      setStatus(previous)
+      toast.error("Não foi possível atualizar o status.", { id: "status" })
+    }
+  }

  return (
-    <Select
-      value={status}
-      onValueChange={async (selected) => {
-        const previous = status
-        const next = selected as TicketStatus
-        setStatus(next)
-        toast.loading("Atualizando status...", { id: "status" })
-        try {
-          if (!convexUserId) throw new Error("missing user")
-          await updateStatus({ ticketId: ticketId as unknown as Id<"tickets">, status: next, actorId: convexUserId as Id<"users"> })
-          toast.success("Status alterado para " + (statusStyles[next]?.label ?? next) + ".", { id: "status" })
-        } catch {
-          setStatus(previous)
-          toast.error("Não foi possível atualizar o status.", { id: "status" })
-        }
-      }}
-    >
-      <SelectTrigger className={triggerClass} aria-label="Atualizar status">
-        <SelectValue asChild>
-          <Badge className={cn(baseBadgeClass, statusStyles[status]?.badgeClass ?? statusStyles.PENDING.badgeClass)}>
-            {statusStyles[status]?.label ?? statusStyles.PENDING.label}
-            <ChevronDown className="size-3 text-current transition group-data-[state=open]:rotate-180" />
-          </Badge>
-        </SelectValue>
-      </SelectTrigger>
-      <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
-        {STATUS_OPTIONS.map((option) => (
-          <SelectItem key={option} value={option} className={itemClass}>
-            {statusStyles[option].label}
-          </SelectItem>
-        ))}
-      </SelectContent>
-    </Select>
+    <>
+      <Select value={status} onValueChange={handleStatusChange}>
+        <SelectTrigger className={triggerClass} aria-label="Atualizar status">
+          <SelectValue asChild>
+            <Badge className={cn(baseBadgeClass, statusStyles[status]?.badgeClass ?? statusStyles.PENDING.badgeClass)}>
+              {statusStyles[status]?.label ?? statusStyles.PENDING.label}
+              <ChevronDown className="size-3 text-current transition group-data-[state=open]:rotate-180" />
+            </Badge>
+          </SelectValue>
+        </SelectTrigger>
+        <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
+          {STATUS_OPTIONS.map((option) => (
+            <SelectItem key={option} value={option} className={itemClass}>
+              {statusStyles[option].label}
+            </SelectItem>
+          ))}
+        </SelectContent>
+      </Select>
+      <CloseTicketDialog
+        open={closeDialogOpen}
+        onOpenChange={(open) => {
+          if (!open) setCloseDialogOpen(false)
+        }}
+        ticketId={ticketId}
+        tenantId={tenantId}
+        actorId={actorId}
+        requesterName={requesterName}
+        onSuccess={() => {
+          setStatus("RESOLVED")
+          setCloseDialogOpen(false)
+        }}
+      />
+    </>
+  )
+}
+
+type CloseTicketDialogProps = {
+  open: boolean
+  onOpenChange: (open: boolean) => void
+  ticketId: string
+  tenantId: string
+  actorId: Id<"users"> | null
+  requesterName?: string | null
+  onSuccess: () => void
+}
+
+function CloseTicketDialog({ open, onOpenChange, ticketId, tenantId, actorId, requesterName, onSuccess }: CloseTicketDialogProps) {
+  const updateStatus = useMutation(api.tickets.updateStatus)
+  const addComment = useMutation(api.tickets.addComment)
+
+  const closingTemplates = useQuery(
+    actorId && open ? api.commentTemplates.list : "skip",
+    actorId && open ? { tenantId, viewerId: actorId, kind: "closing" as const } : "skip"
+  ) as { id: string; title: string; body: string }[] | undefined
+
+  const templatesLoading = Boolean(actorId && open && closingTemplates === undefined)
+
+  const templates = useMemo<ClosingTemplate[]>(() => {
+    if (closingTemplates && closingTemplates.length > 0) {
+      return closingTemplates.map((template) => ({ id: template.id, title: template.title, body: template.body }))
+    }
+    return DEFAULT_CLOSING_TEMPLATES
+  }, [closingTemplates])
+
+  const [selectedTemplateId, setSelectedTemplateId] = useState<string | null>(null)
+  const [message, setMessage] = useState<string>("")
+  const [isSubmitting, setIsSubmitting] = useState(false)
+
+  useEffect(() => {
+    if (!open) {
+      setSelectedTemplateId(null)
+      setMessage("")
+      setIsSubmitting(false)
+      return
+    }
+    if (templates.length > 0 && !selectedTemplateId && !message) {
+      const first = templates[0]
+      const hydrated = sanitizeEditorHtml(applyTemplatePlaceholders(first.body, requesterName))
+      setSelectedTemplateId(first.id)
+      setMessage(hydrated)
+    }
+  }, [open, templates, requesterName, selectedTemplateId, message])
+
+  const handleTemplateSelect = (template: ClosingTemplate) => {
+    setSelectedTemplateId(template.id)
+    const filled = sanitizeEditorHtml(applyTemplatePlaceholders(template.body, requesterName))
+    setMessage(filled)
+  }
+
+  const handleSubmit = async () => {
+    if (!actorId) {
+      toast.error("É necessário estar autenticado para encerrar o ticket.")
+      return
+    }
+    setIsSubmitting(true)
+    toast.loading("Encerrando ticket...", { id: "close-ticket" })
+    try {
+      await updateStatus({ ticketId: ticketId as unknown as Id<"tickets">, status: "RESOLVED", actorId })
+      const withPlaceholders = applyTemplatePlaceholders(message, requesterName)
+      const sanitized = sanitizeEditorHtml(withPlaceholders)
+      const hasContent = sanitized.replace(/<[^>]*>/g, "").trim().length > 0
+      if (hasContent) {
+        await addComment({
+          ticketId: ticketId as unknown as Id<"tickets">,
+          authorId: actorId,
+          visibility: "PUBLIC",
+          body: sanitized,
+          attachments: [],
+        })
+      }
+      toast.success("Ticket encerrado com sucesso!", { id: "close-ticket" })
+      onOpenChange(false)
+      onSuccess()
+    } catch (error) {
+      console.error(error)
+      toast.error("Não foi possível encerrar o ticket.", { id: "close-ticket" })
+    } finally {
+      setIsSubmitting(false)
+    }
+  }
+
+  return (
+    <Dialog open={open} onOpenChange={onOpenChange}>
+      <DialogContent className="max-w-2xl">
+        <DialogHeader>
+          <DialogTitle>Encerrar ticket</DialogTitle>
+          <DialogDescription>
+            Confirme a mensagem de encerramento que será enviada ao cliente. Você pode personalizar o texto antes de concluir.
+          </DialogDescription>
+        </DialogHeader>
+        <div className="space-y-4">
+          <div className="space-y-2">
+            <p className="text-sm font-medium text-neutral-800">Modelos rápidos</p>
+            {templatesLoading ? (
+              <div className="flex items-center gap-2 text-sm text-neutral-600">
+                <Spinner className="size-4" /> Carregando templates...
+              </div>
+            ) : (
+              <div className="flex flex-wrap gap-2">
+                {templates.map((template) => (
+                  <Button
+                    key={template.id}
+                    type="button"
+                    variant={selectedTemplateId === template.id ? "default" : "outline"}
+                    size="sm"
+                    onClick={() => handleTemplateSelect(template)}
+                  >
+                    {template.title}
+                  </Button>
+                ))}
+              </div>
+            )}
+            <p className="text-xs text-neutral-500">
+              Use <code className="rounded bg-slate-100 px-1 py-0.5">{"{{cliente}}"}</code> dentro do template para inserir automaticamente o nome do solicitante.
+            </p>
+          </div>
+          <div className="space-y-2">
+            <p className="text-sm font-medium text-neutral-800">Mensagem de encerramento</p>
+            <RichTextEditor
+              value={message}
+              onChange={setMessage}
+              minHeight={220}
+              placeholder="Escreva uma mensagem final para o cliente..."
+            />
+            <p className="text-xs text-neutral-500">Você pode editar o conteúdo antes de enviar. Deixe em branco para encerrar sem comentário adicional.</p>
+          </div>
+        </div>
+        <DialogFooter className="flex flex-wrap justify-between gap-3 pt-4">
+          <div className="text-xs text-neutral-500">
+            O comentário será público e ficará registrado no histórico do ticket.
+          </div>
+          <div className="flex items-center gap-2">
+            <Button
+              type="button"
+              variant="outline"
+              onClick={() => {
+                setMessage("")
+                setSelectedTemplateId(null)
+              }}
+              disabled={isSubmitting}
+            >
+              Limpar mensagem
+            </Button>
+            <Button type="button" onClick={handleSubmit} disabled={isSubmitting || !actorId}>
+              {isSubmitting ? <Spinner className="size-4 text-white" /> : "Encerrar ticket"}
+            </Button>
+          </div>
+        </DialogFooter>
+      </DialogContent>
+    </Dialog>
  )
 }
--- a/src/components/tickets/ticket-comments.rich.tsx
+++ b/src/components/tickets/ticket-comments.rich.tsx
@ -51,7 +51,7 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
  const [localBodies, setLocalBodies] = useState<Record<string, string>>({})

  const templateArgs = convexUserId && isStaff
-    ? { tenantId: ticket.tenantId, viewerId: convexUserId as Id<"users"> }
+    ? { tenantId: ticket.tenantId, viewerId: convexUserId as Id<"users">, kind: "comment" as const }
    : "skip"
  const templatesResult = useQuery(convexUserId && isStaff ? api.commentTemplates.list : "skip", templateArgs) as
    | { id: string; title: string; body: string }[]
--- a/src/components/tickets/ticket-summary-header.tsx
+++ b/src/components/tickets/ticket-summary-header.tsx
@ -499,7 +499,12 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
          </Badge>
        ) : null}
        <PrioritySelect ticketId={ticket.id} value={ticket.priority} />
-        <StatusSelect ticketId={ticket.id} value={status} />
+        <StatusSelect
+          ticketId={ticket.id}
+          value={status}
+          tenantId={ticket.tenantId}
+          requesterName={ticket.requester?.name ?? ticket.requester?.email ?? null}
+        />
            {isPlaying ? (
              <Button
                size="sm"
--- a/src/components/tickets/tickets-filters.tsx
+++ b/src/components/tickets/tickets-filters.tsx
@ -84,12 +84,24 @@ interface TicketsFiltersProps {
  onChange?: (filters: TicketFiltersState) => void
  queues?: QueueOption[]
  companies?: string[]
+  initialState?: Partial<TicketFiltersState>
 }

 const ALL_VALUE = "ALL"

-export function TicketsFilters({ onChange, queues = [], companies = [] }: TicketsFiltersProps) {
-  const [filters, setFilters] = useState<TicketFiltersState>(defaultTicketFilters)
+export function TicketsFilters({ onChange, queues = [], companies = [], initialState }: TicketsFiltersProps) {
+  const mergedDefaults = useMemo(
+    () => ({
+      ...defaultTicketFilters,
+      ...(initialState ?? {}),
+    }),
+    [initialState]
+  )
+  const [filters, setFilters] = useState<TicketFiltersState>(mergedDefaults)
+
+  useEffect(() => {
+    setFilters(mergedDefaults)
+  }, [mergedDefaults])

  function setPartial(partial: Partial<TicketFiltersState>) {
    setFilters((prev) => ({ ...prev, ...partial }))
--- a/src/components/tickets/tickets-view.tsx
+++ b/src/components/tickets/tickets-view.tsx
@ -1,6 +1,6 @@
 "use client"

-import { useMemo, useState } from "react"
+import { useEffect, useMemo, useState } from "react"
 import { useQuery } from "convex/react"
 import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
@ -12,8 +12,23 @@ import { TicketsTable } from "@/components/tickets/tickets-table"
 import { useAuth } from "@/lib/auth-client"
 import { useDefaultQueues } from "@/hooks/use-default-queues"

-export function TicketsView() {
-  const [filters, setFilters] = useState<TicketFiltersState>(defaultTicketFilters)
+type TicketsViewProps = {
+  initialFilters?: Partial<TicketFiltersState>
+}
+
+export function TicketsView({ initialFilters }: TicketsViewProps = {}) {
+  const mergedInitialFilters = useMemo(
+    () => ({
+      ...defaultTicketFilters,
+      ...(initialFilters ?? {}),
+    }),
+    [initialFilters]
+  )
+  const [filters, setFilters] = useState<TicketFiltersState>(mergedInitialFilters)
+
+  useEffect(() => {
+    setFilters(mergedInitialFilters)
+  }, [mergedInitialFilters])
  const { session, convexUserId, isStaff } = useAuth()
  const tenantId = session?.user.tenantId ?? DEFAULT_TENANT_ID

@ -73,7 +88,12 @@ export function TicketsView() {

  return (
    <div className="flex flex-col gap-6 px-4 lg:px-6">
-      <TicketsFilters onChange={setFilters} queues={(queues ?? []).map((q) => q.name)} companies={companies} />
+      <TicketsFilters
+        onChange={setFilters}
+        queues={(queues ?? []).map((q) => q.name)}
+        companies={companies}
+        initialState={mergedInitialFilters}
+      />
      {ticketsRaw === undefined ? (
        <div className="rounded-2xl border border-slate-200 bg-white p-4 shadow-sm">
          <div className="grid gap-3">
--- a/src/server/pdf/ticket-pdf-template.tsx
+++ b/src/server/pdf/ticket-pdf-template.tsx
@ -0,0 +1,511 @@
+/* eslint-disable jsx-a11y/alt-text */
+import path from "path"
+import fs from "fs"
+import { format } from "date-fns"
+import { ptBR } from "date-fns/locale"
+import sanitizeHtml from "sanitize-html"
+import {
+  Document,
+  Font,
+  Image,
+  Page,
+  StyleSheet,
+  Text,
+  View,
+  renderToBuffer,
+} from "@react-pdf/renderer"
+
+import type { TicketWithDetails, TicketComment, TicketEvent } from "../../lib/schemas/ticket"
+import { TICKET_TIMELINE_LABELS } from "../../lib/ticket-timeline-labels"
+
+Font.register({ family: "Inter", fonts: [] })
+
+const interRegular = path.join(process.cwd(), "Inter,Manrope", "Inter", "static", "Inter_24pt-Regular.ttf")
+const interSemiBold = path.join(process.cwd(), "Inter,Manrope", "Inter", "static", "Inter_24pt-SemiBold.ttf")
+const fallbackRegular = path.join(process.cwd(), "Inter,Manrope", "Inter", "static", "Inter_18pt-Regular.ttf")
+
+try {
+  if (fs.existsSync(interRegular)) {
+    Font.register({ family: "Inter", src: interRegular })
+  } else if (fs.existsSync(fallbackRegular)) {
+    Font.register({ family: "Inter", src: fallbackRegular })
+  }
+
+  if (fs.existsSync(interSemiBold)) {
+    Font.register({ family: "Inter-Semi", src: interSemiBold, fontWeight: 600 })
+  }
+} catch (error) {
+  console.warn("[pdf] Não foi possível registrar fontes Inter, usando Helvetica", error)
+}
+
+const BASE_FONT = Font.getRegisteredFontFamilies().includes("Inter") ? "Inter" : "Helvetica"
+const SEMI_FONT = Font.getRegisteredFontFamilies().includes("Inter-Semi") ? "Inter-Semi" : BASE_FONT
+
+const styles = StyleSheet.create({
+  page: {
+    paddingTop: 32,
+    paddingBottom: 32,
+    paddingHorizontal: 36,
+    fontFamily: BASE_FONT,
+    backgroundColor: "#F8FAFC",
+    color: "#0F172A",
+    fontSize: 11,
+  },
+  header: {
+    backgroundColor: "#FFFFFF",
+    borderRadius: 12,
+    borderColor: "#E2E8F0",
+    borderWidth: 1,
+    padding: 18,
+    flexDirection: "row",
+    gap: 16,
+    alignItems: "center",
+    marginBottom: 18,
+  },
+  headerText: {
+    flex: 1,
+    gap: 4,
+  },
+  headerTitle: {
+    fontFamily: SEMI_FONT,
+    fontSize: 20,
+    color: "#0F172A",
+  },
+  headerSubtitle: {
+    fontSize: 10,
+    letterSpacing: 1,
+    textTransform: "uppercase",
+    color: "#64748B",
+    fontFamily: SEMI_FONT,
+  },
+  statusBadge: {
+    paddingHorizontal: 10,
+    paddingVertical: 6,
+    borderRadius: 999,
+    fontSize: 10,
+    fontFamily: SEMI_FONT,
+    textTransform: "uppercase",
+  },
+  section: {
+    marginBottom: 20,
+    backgroundColor: "#FFFFFF",
+    borderRadius: 12,
+    borderColor: "#E2E8F0",
+    borderWidth: 1,
+    padding: 18,
+  },
+  sectionTitle: {
+    fontFamily: SEMI_FONT,
+    fontSize: 13,
+    color: "#1E293B",
+    marginBottom: 10,
+  },
+  metaGrid: {
+    flexDirection: "row",
+    gap: 18,
+  },
+  metaColumn: {
+    flex: 1,
+    gap: 8,
+  },
+  metaItem: {
+    gap: 4,
+  },
+  metaLabel: {
+    fontSize: 9,
+    letterSpacing: 1,
+    color: "#64748B",
+    textTransform: "uppercase",
+    fontFamily: SEMI_FONT,
+  },
+  metaValue: {
+    color: "#0F172A",
+  },
+  bodyText: {
+    color: "#334155",
+    lineHeight: 1.45,
+  },
+  chipList: {
+    flexDirection: "row",
+    flexWrap: "wrap",
+    gap: 6,
+    marginTop: 6,
+  },
+  chip: {
+    backgroundColor: "#E2E8F0",
+    borderRadius: 999,
+    paddingHorizontal: 6,
+    paddingVertical: 4,
+    fontSize: 9,
+    fontFamily: SEMI_FONT,
+    color: "#475569",
+  },
+  card: {
+    borderColor: "#E2E8F0",
+    borderWidth: 1,
+    borderRadius: 12,
+    padding: 14,
+    marginBottom: 12,
+    backgroundColor: "#FFFFFF",
+    gap: 6,
+  },
+  cardHeader: {
+    flexDirection: "row",
+    justifyContent: "space-between",
+    alignItems: "flex-start",
+  },
+  cardTitle: {
+    fontFamily: SEMI_FONT,
+    fontSize: 11,
+    color: "#0F172A",
+  },
+  cardSubtitle: {
+    color: "#64748B",
+    fontSize: 9,
+  },
+  cardFooterTitle: {
+    fontFamily: SEMI_FONT,
+    fontSize: 9,
+    marginTop: 6,
+    color: "#475569",
+  },
+  timelineCard: {
+    marginBottom: 10,
+  },
+  timelineDetails: {
+    fontSize: 10,
+    color: "#4B5563",
+  },
+})
+
+const statusStyles: Record<string, { backgroundColor: string; color: string; label: string }> = {
+  PENDING: { backgroundColor: "#F1F5F9", color: "#0F172A", label: "Pendente" },
+  AWAITING_ATTENDANCE: { backgroundColor: "#E0F2FE", color: "#0369A1", label: "Aguardando atendimento" },
+  PAUSED: { backgroundColor: "#FEF3C7", color: "#92400E", label: "Pausado" },
+  RESOLVED: { backgroundColor: "#DCFCE7", color: "#166534", label: "Resolvido" },
+}
+
+const priorityLabel: Record<string, string> = {
+  LOW: "Baixa",
+  MEDIUM: "Média",
+  HIGH: "Alta",
+  URGENT: "Urgente",
+  CRITICAL: "Crítica",
+}
+
+const channelLabel: Record<string, string> = {
+  EMAIL: "E-mail",
+  PHONE: "Telefone",
+  CHAT: "Chat",
+  PORTAL: "Portal",
+  WEB: "Portal",
+  API: "API",
+  SOCIAL: "Redes sociais",
+  OTHER: "Outro",
+  WHATSAPP: "WhatsApp",
+  MANUAL: "Manual",
+}
+
+const sanitizeOptions: sanitizeHtml.IOptions = {
+  allowedTags: ["p", "br", "strong", "em", "u", "s", "ul", "ol", "li", "blockquote"],
+  allowedAttributes: {},
+  selfClosing: ["br"],
+  allowVulnerableTags: false,
+}
+
+function formatDateTime(date: Date | null | undefined) {
+  if (!date) return "—"
+  return format(date, "dd/MM/yyyy HH:mm", { locale: ptBR })
+}
+
+function sanitizeToPlainText(html?: string | null) {
+  if (!html) return ""
+  const stripped = sanitizeHtml(html, sanitizeOptions)
+  return stripped
+    .replace(/<br\s*\/>/gi, "\n")
+    .replace(/<\/p>/gi, "\n\n")
+    .replace(/<[^>]+>/g, "")
+    .replace(/&nbsp;/g, " ")
+    .replace(/&amp;/g, "&")
+    .replace(/&lt;/g, "<")
+    .replace(/&gt;/g, ">")
+    .replace(/&quot;/g, '"')
+    .replace(/&#39;/g, "'")
+    .trim()
+}
+
+function buildTimelineMessage(type: string, payload: Record<string, unknown> | null | undefined): string | null {
+  const p = payload ?? {}
+  const to = (p.toLabel as string | undefined) ?? (p.to as string | undefined)
+  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 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
+  const subjectTo = p.to as string | undefined
+  const pauseReason = (p.pauseReasonLabel as string | undefined) ?? (p.pauseReason as string | undefined)
+  const pauseNote = p.pauseNote as string | undefined
+  const sessionDuration = (p.sessionDurationMs as number | undefined) ?? null
+  const sessionText = sessionDuration ? formatDurationMs(sessionDuration) : null
+  const categoryName = p.categoryName as string | undefined
+  const subcategoryName = p.subcategoryName as string | undefined
+
+  switch (type) {
+    case "STATUS_CHANGED":
+      return to ? `Status alterado para ${to}` : "Status alterado"
+    case "ASSIGNEE_CHANGED":
+      return assignee ? `Responsável alterado para ${assignee}` : "Responsável alterado"
+    case "QUEUE_CHANGED":
+      return queue ? `Fila alterada para ${queue}` : "Fila alterada"
+    case "PRIORITY_CHANGED":
+      return to ? `Prioridade alterada para ${to}` : "Prioridade alterada"
+    case "CREATED":
+      return requester ? `Criado por ${requester}` : "Criado"
+    case "COMMENT_ADDED":
+      return author ? `Comentário adicionado por ${author}` : "Comentário adicionado"
+    case "COMMENT_EDITED": {
+      const who = actor ?? author
+      return who ? `Comentário editado por ${who}` : "Comentário editado"
+    }
+    case "SUBJECT_CHANGED":
+      return subjectTo ? `Assunto alterado para "${subjectTo}"` : "Assunto alterado"
+    case "SUMMARY_CHANGED":
+      return "Resumo atualizado"
+    case "ATTACHMENT_REMOVED":
+      return attachmentName ? `Anexo removido: ${attachmentName}` : "Anexo removido"
+    case "WORK_PAUSED": {
+      const parts: string[] = []
+      if (pauseReason) parts.push(`Motivo: ${pauseReason}`)
+      if (sessionText) parts.push(`Tempo registrado: ${sessionText}`)
+      if (pauseNote) parts.push(`Observação: ${pauseNote}`)
+      return parts.length > 0 ? parts.join(" • ") : "Atendimento pausado"
+    }
+    case "WORK_STARTED":
+      return "Atendimento iniciado"
+    case "CATEGORY_CHANGED": {
+      if (categoryName || subcategoryName) {
+        return `Categoria alterada para ${categoryName ?? ""}${subcategoryName ? ` • ${subcategoryName}` : ""}`.trim()
+      }
+      return "Categoria removida"
+    }
+    case "MANAGER_NOTIFIED":
+      return "Gestor notificado"
+    case "VISIT_SCHEDULED":
+      return "Visita agendada"
+    case "CSAT_RECEIVED":
+      return "CSAT recebido"
+    case "CSAT_RATED":
+      return "CSAT avaliado"
+    default:
+      return null
+  }
+}
+
+function formatDurationMs(ms: number) {
+  if (!ms || ms <= 0) return "0s"
+  const totalSeconds = Math.floor(ms / 1000)
+  const hours = Math.floor(totalSeconds / 3600)
+  const minutes = Math.floor((totalSeconds % 3600) / 60)
+  const seconds = totalSeconds % 60
+  if (hours > 0) return `${hours}h ${String(minutes).padStart(2, "0")}m`
+  if (minutes > 0) return `${minutes}m ${String(seconds).padStart(2, "0")}s`
+  return `${seconds}s`
+}
+
+function stringifyPayload(payload: unknown) {
+  if (!payload) return null
+  try {
+    return JSON.stringify(payload, null, 2)
+  } catch {
+    return String(payload)
+  }
+}
+
+const statusInfo = (status: string) => statusStyles[status] ?? statusStyles.PENDING
+
+function TicketPdfDocument({ ticket, logoDataUrl }: { ticket: TicketWithDetails; logoDataUrl?: string | null }) {
+  const status = statusInfo(ticket.status)
+  const requester = ticket.requester
+  const assignee = ticket.assignee
+  const comments = [...ticket.comments]
+    .sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
+    .map((comment) => ({
+      ...comment,
+      safeBody: sanitizeToPlainText(comment.body) || "Sem texto",
+    })) as Array<TicketComment & { safeBody: string }>
+
+  const timeline = [...ticket.timeline]
+    .sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
+    .map((event) => {
+      const label = TICKET_TIMELINE_LABELS[event.type] ?? event.type
+      const details = buildTimelineMessage(event.type, event.payload)
+      const raw = details ?? stringifyPayload(event.payload)
+      return {
+        ...event,
+        label,
+        description: raw,
+      }
+    }) as Array<TicketEvent & { label: string; description: string | null }>
+
+  const leftMeta = [
+    { label: "Status", value: status.label },
+    { label: "Prioridade", value: priorityLabel[ticket.priority] ?? ticket.priority },
+    { label: "Canal", value: channelLabel[ticket.channel] ?? ticket.channel ?? "—" },
+    { label: "Fila", value: ticket.queue ?? "—" },
+  ]
+
+  if (ticket.company?.name) {
+    leftMeta.push({ label: "Empresa", value: ticket.company.name })
+  }
+  if (ticket.category?.name) {
+    leftMeta.push({
+      label: "Categoria",
+      value: ticket.subcategory?.name ? `${ticket.category.name} • ${ticket.subcategory.name}` : ticket.category.name,
+    })
+  }
+  if (ticket.tags?.length) {
+    leftMeta.push({ label: "Tags", value: ticket.tags.join(", ") })
+  }
+
+  const rightMeta = [
+    { label: "Solicitante", value: `${requester.name} (${requester.email})` },
+    { label: "Responsável", value: assignee ? `${assignee.name} (${assignee.email})` : "Não atribuído" },
+    { label: "Criado em", value: formatDateTime(ticket.createdAt) },
+    { label: "Atualizado em", value: formatDateTime(ticket.updatedAt) },
+  ]
+  if (ticket.resolvedAt) {
+    rightMeta.push({ label: "Resolvido em", value: formatDateTime(ticket.resolvedAt) })
+  }
+
+  const description = sanitizeToPlainText(ticket.description)
+
+  return (
+    <Document title={`Ticket #${ticket.reference}`}>
+      <Page size="A4" style={styles.page}>
+        <View style={styles.header}>
+          {logoDataUrl ? <Image src={logoDataUrl} style={{ width: 72, height: 72, borderRadius: 12 }} /> : null}
+          <View style={styles.headerText}>
+            <Text style={styles.headerSubtitle}>Ticket #{ticket.reference}</Text>
+            <Text style={styles.headerTitle}>{ticket.subject}</Text>
+          </View>
+          <View style={{ paddingLeft: 6 }}>
+            <Text
+              style={{
+                ...styles.statusBadge,
+                backgroundColor: status.backgroundColor,
+                color: status.color,
+              }}
+            >
+              {status.label}
+            </Text>
+          </View>
+        </View>
+
+        <View style={styles.section}>
+          <View style={styles.metaGrid}>
+            <View style={styles.metaColumn}>
+              {leftMeta.map((item) => (
+                <View key={item.label} style={styles.metaItem}>
+                  <Text style={styles.metaLabel}>{item.label}</Text>
+                  <Text style={styles.metaValue}>{item.value}</Text>
+                </View>
+              ))}
+            </View>
+            <View style={styles.metaColumn}>
+              {rightMeta.map((item) => (
+                <View key={item.label} style={styles.metaItem}>
+                  <Text style={styles.metaLabel}>{item.label}</Text>
+                  <Text style={styles.metaValue}>{item.value}</Text>
+                </View>
+              ))}
+            </View>
+          </View>
+        </View>
+
+        {ticket.summary ? (
+          <View style={styles.section}>
+            <Text style={styles.sectionTitle}>Resumo</Text>
+            <Text style={styles.bodyText}>{ticket.summary}</Text>
+          </View>
+        ) : null}
+
+        {description ? (
+          <View style={styles.section}>
+            <Text style={styles.sectionTitle}>Descrição</Text>
+            <Text style={styles.bodyText}>{description}</Text>
+          </View>
+        ) : null}
+
+        {ticket.tags && ticket.tags.length > 0 ? (
+          <View style={styles.section}>
+            <Text style={styles.sectionTitle}>Etiquetas</Text>
+            <View style={styles.chipList}>
+              {ticket.tags.map((tag) => (
+                <Text key={tag} style={styles.chip}>
+                  {tag}
+                </Text>
+              ))}
+            </View>
+          </View>
+        ) : null}
+
+        {comments.length > 0 ? (
+          <View style={styles.section}>
+            <Text style={styles.sectionTitle}>Comentários</Text>
+            {comments.map((comment) => (
+              <View key={comment.id} style={styles.card} wrap={false}>
+                <View style={styles.cardHeader}>
+                  <View>
+                    <Text style={styles.cardTitle}>{comment.author.name}</Text>
+                    <Text style={styles.cardSubtitle}>
+                      {formatDateTime(comment.createdAt)} • {comment.visibility === "PUBLIC" ? "Público" : "Interno"}
+                    </Text>
+                  </View>
+                </View>
+                <Text style={styles.bodyText}>{comment.safeBody}</Text>
+                {comment.attachments.length > 0 ? (
+                  <View>
+                    <Text style={styles.cardFooterTitle}>Anexos</Text>
+                    {comment.attachments.map((attachment) => (
+                      <Text key={attachment.id} style={{ fontSize: 9, color: "#475569" }}>
+                        • {attachment.name ?? attachment.id}
+                      </Text>
+                    ))}
+                  </View>
+                ) : null}
+              </View>
+            ))}
+          </View>
+        ) : null}
+
+        {timeline.length > 0 ? (
+          <View style={styles.section}>
+            <Text style={styles.sectionTitle}>Linha do tempo</Text>
+            {timeline.map((event) => (
+              <View key={event.id} style={[styles.card, styles.timelineCard]} wrap={false}>
+                <Text style={styles.cardTitle}>{event.label}</Text>
+                <Text style={styles.cardSubtitle}>{formatDateTime(event.createdAt)}</Text>
+                {event.description ? (
+                  <Text style={styles.timelineDetails}>{event.description}</Text>
+                ) : null}
+              </View>
+            ))}
+          </View>
+        ) : null}
+      </Page>
+    </Document>
+  )
+}
+
+export async function renderTicketPdfBuffer({
+  ticket,
+  logoDataUrl,
+}: {
+  ticket: TicketWithDetails
+  logoDataUrl?: string | null
+}) {
+  const doc = <TicketPdfDocument ticket={ticket} logoDataUrl={logoDataUrl} />
+  const buffer = await renderToBuffer(doc)
+  return buffer instanceof Uint8Array ? buffer : new Uint8Array(buffer)
+}