diff --git a/src/components/tickets/close-ticket-dialog.tsx b/src/components/tickets/close-ticket-dialog.tsx
index 3c974df..2ae6d4f 100644
--- a/src/components/tickets/close-ticket-dialog.tsx
+++ b/src/components/tickets/close-ticket-dialog.tsx
@@ -1,58 +1,66 @@
 "use client"
 
-import { useEffect, useMemo, useState } from "react"
+import { useCallback, 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 { Dialog, DialogContent, DialogDescription, DialogFooter, DialogHeader, DialogTitle } from "@/components/ui/dialog"
 import { Button } from "@/components/ui/button"
 import { Spinner } from "@/components/ui/spinner"
-import { RichTextEditor, sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
+import { RichTextEditor, sanitizeEditorHtml, stripLeadingEmptyParagraphs } from "@/components/ui/rich-text-editor"
 import { toast } from "sonner"
 
 type ClosingTemplate = { id: string; title: string; body: string }
 
 const DEFAULT_PHONE_NUMBER = "(11) 4173-5368"
+const DEFAULT_COMPANY_NAME = "Rever Tecnologia"
+
+const sanitizeTemplate = (html: string) => stripLeadingEmptyParagraphs(sanitizeEditorHtml(html.trim()))
 
 const DEFAULT_CLOSING_TEMPLATES: ClosingTemplate[] = [
   {
     id: "default-standard",
     title: "Encerramento padrão",
-    body: sanitizeEditorHtml(`
+    body: sanitizeTemplate(`
       <p>Olá {{cliente}},</p>
-      <p>A equipe da Raven agradece o contato. Este ticket está sendo encerrado.</p>
+      <p>A equipe da ${DEFAULT_COMPANY_NAME} agradece o contato. Este ticket está sendo encerrado.</p>
       <p>Se surgirem novas questões, você pode reabrir o ticket em até 7 dias ou nos contatar pelo número <strong>${DEFAULT_PHONE_NUMBER}</strong>. Obrigado.</p>
-      <p>👍 👀 🙌<br />Gabriel Henrique · Raven</p>
+      <p>{{agente}} · ${DEFAULT_COMPANY_NAME}</p>
     `),
   },
   {
     id: "default-no-contact",
     title: "Tentativa de contato sem sucesso",
-    body: sanitizeEditorHtml(`
+    body: sanitizeTemplate(`
       <p>Prezado(a) {{cliente}},</p>
       <p>Realizamos uma tentativa de contato, mas não obtivemos sucesso.</p>
       <p>Por favor, retorne assim que possível para seguirmos com as verificações necessárias.</p>
       <p>Este ticket será encerrado após 3 tentativas realizadas sem sucesso.</p>
       <p>Telefone para contato: <strong>${DEFAULT_PHONE_NUMBER}</strong>.</p>
-      <p>👍 👀 🙌<br />Gabriel Henrique · Raven</p>
+      <p>{{agente}} · ${DEFAULT_COMPANY_NAME}</p>
     `),
   },
   {
     id: "default-closed-after-attempts",
     title: "Encerramento após 3 tentativas",
-    body: sanitizeEditorHtml(`
+    body: sanitizeTemplate(`
       <p>Prezado(a) {{cliente}},</p>
       <p>Esse ticket está sendo encerrado pois realizamos 3 tentativas sem retorno.</p>
       <p>Você pode reabrir este ticket em até 7 dias ou entrar em contato pelo telefone <strong>${DEFAULT_PHONE_NUMBER}</strong> quando preferir.</p>
-      <p>👍 👀 🙌<br />Gabriel Henrique · Raven</p>
+      <p>{{agente}} · ${DEFAULT_COMPANY_NAME}</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)
+function applyTemplatePlaceholders(html: string, customerName?: string | null, agentName?: string | null) {
+  const normalizedCustomer = customerName?.trim()
+  const customerFallback = normalizedCustomer && normalizedCustomer.length > 0 ? normalizedCustomer : "cliente"
+  const normalizedAgent = agentName?.trim()
+  const agentFallback = normalizedAgent && normalizedAgent.length > 0 ? normalizedAgent : "Equipe Rever"
+  return html
+    .replace(/{{\s*(cliente|customer|customername|nome|nomecliente)\s*}}/gi, customerFallback)
+    .replace(/{{\s*(agente|agent|atendente|responsavel|usu[aá]rio|usuario)\s*}}/gi, agentFallback)
+    .replace(/{{\s*(empresa|company|companhia)\s*}}/gi, DEFAULT_COMPANY_NAME)
 }
 
 export function CloseTicketDialog({
@@ -62,6 +70,7 @@ export function CloseTicketDialog({
   tenantId,
   actorId,
   requesterName,
+  agentName,
   onSuccess,
 }: {
   open: boolean
@@ -70,6 +79,7 @@ export function CloseTicketDialog({
   tenantId: string
   actorId: Id<"users"> | null
   requesterName?: string | null
+  agentName?: string | null
   onSuccess: () => void
 }) {
   const updateStatus = useMutation(api.tickets.updateStatus)
@@ -92,6 +102,11 @@ export function CloseTicketDialog({
   const [message, setMessage] = useState<string>("")
   const [isSubmitting, setIsSubmitting] = useState(false)
 
+  const hydrateTemplateBody = useCallback((templateHtml: string) => {
+    const withPlaceholders = applyTemplatePlaceholders(templateHtml, requesterName, agentName)
+    return stripLeadingEmptyParagraphs(sanitizeEditorHtml(withPlaceholders))
+  }, [requesterName, agentName])
+
   useEffect(() => {
     if (!open) {
       setSelectedTemplateId(null)
@@ -101,16 +116,15 @@ export function CloseTicketDialog({
     }
     if (templates.length > 0 && !selectedTemplateId && !message) {
       const first = templates[0]
-      const hydrated = sanitizeEditorHtml(applyTemplatePlaceholders(first.body, requesterName))
+      const hydrated = hydrateTemplateBody(first.body)
       setSelectedTemplateId(first.id)
       setMessage(hydrated)
     }
-  }, [open, templates, requesterName, selectedTemplateId, message])
+  }, [open, templates, selectedTemplateId, message, hydrateTemplateBody])
 
   const handleTemplateSelect = (template: ClosingTemplate) => {
     setSelectedTemplateId(template.id)
-    const filled = sanitizeEditorHtml(applyTemplatePlaceholders(template.body, requesterName))
-    setMessage(filled)
+    setMessage(hydrateTemplateBody(template.body))
   }
 
   const handleSubmit = async () => {
@@ -122,8 +136,8 @@ export function CloseTicketDialog({
     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 withPlaceholders = applyTemplatePlaceholders(message, requesterName, agentName)
+      const sanitized = stripLeadingEmptyParagraphs(sanitizeEditorHtml(withPlaceholders))
       const hasContent = sanitized.replace(/<[^>]*>/g, "").trim().length > 0
       if (hasContent) {
         await addComment({
diff --git a/src/components/tickets/status-select.tsx b/src/components/tickets/status-select.tsx
index e247fc2..31d1102 100644
--- a/src/components/tickets/status-select.tsx
+++ b/src/components/tickets/status-select.tsx
@@ -1,8 +1,6 @@
 "use client"
 
-import { useEffect, useMemo, useState } from "react"
-import { useMutation, useQuery } from "convex/react"
-import { api } from "@/convex/_generated/api"
+import { useEffect, useState } from "react"
 import type { Id } from "@/convex/_generated/dataModel"
 import type { TicketStatus } from "@/lib/schemas/ticket"
 import { useAuth } from "@/lib/auth-client"
@@ -12,7 +10,6 @@ import { Tooltip, TooltipContent, TooltipTrigger } from "@/components/ui/tooltip
 import { CheckCircle2 } from "lucide-react"
 import { CloseTicketDialog } from "@/components/tickets/close-ticket-dialog"
 import { cn } from "@/lib/utils"
-import { sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
 
 type StatusKey = TicketStatus | "NEW" | "OPEN" | "ON_HOLD";
 
@@ -29,54 +26,6 @@ const statusStyles: Record<StatusKey, { label: string; badgeClass: string }> = {
 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"
 
-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,
@@ -91,8 +40,16 @@ export function StatusSelect({
   requesterName?: string | null
   showCloseButton?: boolean
 }) {
-  const { convexUserId } = useAuth()
+  const { convexUserId, session, machineContext } = useAuth()
   const actorId = (convexUserId ?? null) as Id<"users"> | null
+  const sessionName = session?.user?.name?.trim()
+  const machineAssignedName = machineContext?.assignedUserName?.trim()
+  const agentName =
+    sessionName && sessionName.length > 0
+      ? sessionName
+      : machineAssignedName && machineAssignedName.length > 0
+        ? machineAssignedName
+        : null
   const [status, setStatus] = useState<TicketStatus>(value)
   const [closeDialogOpen, setCloseDialogOpen] = useState(false)
 
@@ -136,6 +93,7 @@ export function StatusSelect({
           tenantId={tenantId}
           actorId={actorId}
           requesterName={requesterName}
+          agentName={agentName}
           onSuccess={() => {
             setStatus("RESOLVED")
             setCloseDialogOpen(false)
diff --git a/src/components/tickets/ticket-comments.rich.tsx b/src/components/tickets/ticket-comments.rich.tsx
index 7db871c..d85e2ea 100644
--- a/src/components/tickets/ticket-comments.rich.tsx
+++ b/src/components/tickets/ticket-comments.rich.tsx
@@ -16,7 +16,7 @@ import { Card, CardContent, CardHeader, CardTitle } from "@/components/ui/card"
 import { Button } from "@/components/ui/button"
 import { toast } from "sonner"
 import { Dropzone } from "@/components/ui/dropzone"
-import { RichTextEditor, RichTextContent, sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
+import { RichTextEditor, RichTextContent, sanitizeEditorHtml, stripLeadingEmptyParagraphs } from "@/components/ui/rich-text-editor"
 import { Dialog, DialogClose, DialogContent, DialogDescription, DialogHeader, DialogTitle } from "@/components/ui/dialog"
 import { DropdownMenu, DropdownMenuContent, DropdownMenuItem, DropdownMenuTrigger } from "@/components/ui/dropdown-menu"
 import { Select, SelectTrigger, SelectValue, SelectContent, SelectItem } from "@/components/ui/select"
@@ -71,11 +71,12 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
   const canUseTemplates = Boolean(convexUserId && isStaff)
 
   const insertTemplateIntoBody = (html: string) => {
-    const sanitized = sanitizeEditorHtml(html)
+    const sanitizedTemplate = stripLeadingEmptyParagraphs(sanitizeEditorHtml(html))
     setBody((current) => {
-      if (!current) return sanitized
-      const merged = `${current}<p><br /></p>${sanitized}`
-      return sanitizeEditorHtml(merged)
+      if (!sanitizedTemplate) return current
+      if (!current) return sanitizedTemplate
+      const merged = `${current}<p><br /></p>${sanitizedTemplate}`
+      return stripLeadingEmptyParagraphs(sanitizeEditorHtml(merged))
     })
   }
 
diff --git a/src/components/tickets/ticket-summary-header.tsx b/src/components/tickets/ticket-summary-header.tsx
index e7f5454..52f7e84 100644
--- a/src/components/tickets/ticket-summary-header.tsx
+++ b/src/components/tickets/ticket-summary-header.tsx
@@ -95,10 +95,18 @@ function formatDuration(durationMs: number) {
 }
 
 export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
-  const { convexUserId, role, isStaff } = useAuth()
+  const { convexUserId, role, isStaff, session, machineContext } = useAuth()
   const normalizedRole = (role ?? "").toLowerCase()
   const isManager = normalizedRole === "manager"
   const isAdmin = normalizedRole === "admin"
+  const sessionName = session?.user?.name?.trim()
+  const machineAssignedName = machineContext?.assignedUserName?.trim()
+  const agentName =
+    sessionName && sessionName.length > 0
+      ? sessionName
+      : machineAssignedName && machineAssignedName.length > 0
+        ? machineAssignedName
+        : null
   useDefaultQueues(ticket.tenantId)
   const changeAssignee = useMutation(api.tickets.changeAssignee)
   const changeQueue = useMutation(api.tickets.changeQueue)
@@ -621,7 +629,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
       <div className="absolute right-6 top-6 flex items-center gap-3">
         <Button
           type="button"
-          className="inline-flex items-center gap-2 rounded-lg border border-[var(--sidebar-primary)] bg-[var(--sidebar-primary)] px-3 py-1.5 text-sm font-semibold text-black transition hover:bg-[var(--sidebar-primary)]/90 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[var(--sidebar-ring)]/30"
+          className="inline-flex items-center gap-2 rounded-lg border border-[var(--sidebar-primary)] bg-[var(--sidebar-primary)] px-3 py-1.5 text-sm font-semibold text-black shadow-sm transition-all duration-200 ease-out hover:-translate-y-0.5 hover:bg-[var(--sidebar-primary)]/90 hover:shadow-[0_12px_22px_-12px_rgba(15,23,42,0.45)] focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[var(--sidebar-ring)]/30 active:translate-y-0 active:shadow-sm"
           onClick={() => setCloseOpen(true)}
         >
           <CheckCircle2 className="size-4" /> Encerrar
@@ -675,6 +683,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
         tenantId={ticket.tenantId}
         actorId={convexUserId as Id<"users"> | null}
         requesterName={ticket.requester?.name ?? ticket.requester?.email ?? null}
+        agentName={agentName}
         onSuccess={() => {}}
       />
       <div className="flex flex-wrap items-start justify-between gap-3">
diff --git a/src/components/ui/rich-text-editor.tsx b/src/components/ui/rich-text-editor.tsx
index 3abd499..36a4be7 100644
--- a/src/components/ui/rich-text-editor.tsx
+++ b/src/components/ui/rich-text-editor.tsx
@@ -318,6 +318,14 @@ export function sanitizeEditorHtml(html: string): string {
   }
 }
 
+export function stripLeadingEmptyParagraphs(html: string): string {
+  if (!html) return ""
+  return html.replace(
+    /^(?:\s|&nbsp;|&#160;|<br\s*\/?>|<p>(?:\s|&nbsp;|&#160;|<br\s*\/?>)*<\/p>)+/gi,
+    ""
+  )
+}
+
 export function RichTextContent({ html, className }: { html: string; className?: string }) {
   return (
     <div