diff --git a/src/app/globals.css b/src/app/globals.css
index 76a6741..836fec6 100644
--- a/src/app/globals.css
+++ b/src/app/globals.css
@@ -154,6 +154,11 @@
 }
 
 @layer components {
+  /* Tippy.js (menções do editor) */
+  .tippy-box {
+    @apply rounded-lg border border-slate-200 bg-white shadow-lg;
+  }
+  .tippy-content { @apply p-0; }
   /* Tipografia básica para conteúdos rich text (Tiptap) */
   .rich-text {
     @apply text-foreground;
diff --git a/src/app/tickets/new/page.tsx b/src/app/tickets/new/page.tsx
index 3777c0e..8a39268 100644
--- a/src/app/tickets/new/page.tsx
+++ b/src/app/tickets/new/page.tsx
@@ -28,7 +28,7 @@ import { CategorySelectFields } from "@/components/tickets/category-select"
 
 export default function NewTicketPage() {
   const router = useRouter()
-  const { convexUserId, isStaff } = useAuth()
+  const { convexUserId, isStaff, role } = useAuth()
   const queuesEnabled = Boolean(isStaff && convexUserId)
   const queueArgs = queuesEnabled
     ? { tenantId: DEFAULT_TENANT_ID, viewerId: convexUserId as Id<"users"> }
@@ -79,6 +79,11 @@ export default function NewTicketPage() {
     if (hasChamados) setQueueName("Chamados")
   }, [queueOptions, queueName])
 
+  const allowTicketMentions = useMemo(() => {
+    const normalized = (role ?? "").toLowerCase()
+    return normalized === "admin" || normalized === "agent" || normalized === "collaborator"
+  }, [role])
+
   async function submit(event: React.FormEvent) {
     event.preventDefault()
     if (!convexUserId || loading) return
@@ -201,6 +206,7 @@ export default function NewTicketPage() {
                   }
                 }}
                 placeholder="Detalhe o problema, passos para reproduzir, links, etc."
+                ticketMention={{ enabled: allowTicketMentions }}
               />
               {descriptionError ? <p className="text-xs font-medium text-red-500">{descriptionError}</p> : null}
             </div>
diff --git a/src/components/portal/portal-ticket-form.tsx b/src/components/portal/portal-ticket-form.tsx
index d2254a6..a51cb8d 100644
--- a/src/components/portal/portal-ticket-form.tsx
+++ b/src/components/portal/portal-ticket-form.tsx
@@ -198,6 +198,7 @@ export function PortalTicketForm() {
                 placeholder="Compartilhe passos para reproduzir, mensagens de erro ou informações adicionais."
                 className="rounded-2xl border border-slate-200 shadow-sm focus-within:border-neutral-900 focus-within:ring-neutral-900/20"
                 disabled={machineInactive || isSubmitting}
+                ticketMention={{ enabled: allowTicketMentions }}
               />
             </div>
           </div>
@@ -252,3 +253,4 @@ export function PortalTicketForm() {
     </Card>
   )
 }
+  const allowTicketMentions = true
diff --git a/src/components/tickets/new-ticket-dialog.tsx b/src/components/tickets/new-ticket-dialog.tsx
index 436506a..c6f76bd 100644
--- a/src/components/tickets/new-ticket-dialog.tsx
+++ b/src/components/tickets/new-ticket-dialog.tsx
@@ -57,7 +57,7 @@ export function NewTicketDialog({ triggerClassName }: { triggerClassName?: strin
     },
     mode: "onTouched",
   })
-  const { convexUserId, isStaff } = useAuth()
+  const { convexUserId, isStaff, role } = useAuth()
   const queuesEnabled = Boolean(isStaff && convexUserId)
   const queueArgs = queuesEnabled
     ? { tenantId: DEFAULT_TENANT_ID, viewerId: convexUserId as Id<"users"> }
@@ -297,6 +297,7 @@ export function NewTicketDialog({ triggerClassName }: { triggerClassName?: strin
                           })
                         }
                         placeholder="Detalhe o problema, passos para reproduzir, links, etc."
+                        ticketMention={{ enabled: allowTicketMentions }}
                       />
                       <FieldError
                         errors={
@@ -440,3 +441,7 @@ export function NewTicketDialog({ triggerClassName }: { triggerClassName?: strin
     </Dialog>
   )
 }
+  const allowTicketMentions = useMemo(() => {
+    const normalized = (role ?? "").toLowerCase()
+    return normalized === "admin" || normalized === "agent" || normalized === "collaborator"
+  }, [role])
diff --git a/src/components/ui/rich-text-editor.tsx b/src/components/ui/rich-text-editor.tsx
index c68ddf4..96ad54a 100644
--- a/src/components/ui/rich-text-editor.tsx
+++ b/src/components/ui/rich-text-editor.tsx
@@ -16,6 +16,9 @@ import Placeholder from "@tiptap/extension-placeholder"
 import Mention from "@tiptap/extension-mention"
 import { ReactRenderer } from "@tiptap/react"
 import tippy, { type Instance, type Props as TippyProps } from "tippy.js"
+// Nota: o CSS do Tippy não é obrigatório, mas melhora muito a renderização
+// do popover de sugestões. O componente aplica um z-index alto e estratégia
+// "fixed" para evitar problemas de sobreposição/scrolling mesmo sem CSS global.
 import { cn } from "@/lib/utils"
 import sanitize from "sanitize-html"
 import { Button } from "@/components/ui/button"
@@ -357,6 +360,8 @@ const TicketMentionExtension = Mention.extend({
             interactive: true,
             trigger: "manual",
             placement: "bottom-start",
+            zIndex: 99999,
+            popperOptions: { strategy: "fixed" },
           })
         },
         onUpdate(props) {