Ajusta timeline, comentários internos e contadores de trabalho

convex/tickets.ts

@@ -413,6 +413,10 @@ export const getById = query({
       .query("ticketComments")
       .withIndex("by_ticket", (q) => q.eq("ticketId", id))
       .collect();
+    const canViewInternalComments = role === "ADMIN" || role === "AGENT";
+    const visibleComments = canViewInternalComments
+      ? comments
+      : comments.filter((comment) => comment.visibility !== "INTERNAL");
     const timeline = await ctx.db
       .query("ticketEvents")
       .withIndex("by_ticket", (q) => q.eq("ticketId", id))
@@ -423,7 +427,7 @@ export const getById = query({
     );
 
     const commentsHydrated = await Promise.all(
-      comments.map(async (c) => {
+      visibleComments.map(async (c) => {
         const author = (await ctx.db.get(c.authorId)) as Doc<"users"> | null;
         const attachments = await Promise.all(
           (c.attachments ?? []).map(async (att) => ({
@@ -707,6 +711,10 @@ export const addComment = mutation({
         throw new ConvexError("Gestores só podem registrar comentários públicos")
       }
     }
+    const canUseInternalComments = normalizedRole === "ADMIN" || normalizedRole === "AGENT"
+    if (args.visibility === "INTERNAL" && !canUseInternalComments) {
+      throw new ConvexError("Apenas administradores e agentes podem registrar comentários internos")
+    }
 
     if (ticketDoc.requesterId === args.authorId) {
       // requester commenting: managers restricted to PUBLIC (handled above);

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

@@ -16,6 +16,7 @@ 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"
 
 // Force Node.js runtime for pdfkit compatibility
 export const runtime = "nodejs"
@@ -53,25 +54,6 @@ const channelLabel: Record<string, string> = {
   OTHER: "Outro",
 }
 
-const timelineLabel: Record<string, string> = {
-  CREATED: "Chamado criado",
-  STATUS_CHANGED: "Status atualizado",
-  ASSIGNEE_CHANGED: "Responsável alterado",
-  COMMENT_ADDED: "Novo comentário",
-  COMMENT_EDITED: "Comentário editado",
-  ATTACHMENT_REMOVED: "Anexo removido",
-  QUEUE_CHANGED: "Fila alterada",
-  PRIORITY_CHANGED: "Prioridade alterada",
-  WORK_STARTED: "Atendimento iniciado",
-  WORK_PAUSED: "Atendimento pausado",
-  CATEGORY_CHANGED: "Categoria alterada",
-  MANAGER_NOTIFIED: "Gestor notificado",
-  SUBJECT_CHANGED: "Assunto atualizado",
-  SUMMARY_CHANGED: "Resumo atualizado",
-  VISIT_SCHEDULED: "Visita agendada",
-  CSAT_RECEIVED: "CSAT recebido",
-  CSAT_RATED: "CSAT avaliado",
-}
 
 function formatDateTime(date: Date | null | undefined) {
   if (!date) return "—"
@@ -485,7 +467,7 @@ export async function GET(_request: Request, context: { params: Promise<{ id: st
     doc.moveDown(0.6)
     const timelineSorted = [...ticket.timeline].sort((a, b) => a.createdAt.getTime() - b.createdAt.getTime())
     timelineSorted.forEach((event) => {
-      const label = timelineLabel[event.type] ?? event.type
+      const label = TICKET_TIMELINE_LABELS[event.type] ?? event.type
       doc
         .font(hasInter ? "Inter-Bold" : "Helvetica-Bold")
         .fontSize(11)

src/components/app-sidebar.tsx

@@ -7,14 +7,17 @@ import {
   Ticket,
   PlayCircle,
   BarChart3,
-  Gauge,
+  TrendingUp,
   PanelsTopLeft,
-  Users,
+  UserCog,
+  Building2,
   Waypoints,
+  Clock4,
   Timer,
   MonitorCog,
   Layers3,
   UserPlus,
+  BellRing,
 } from "lucide-react"
 import { usePathname } from "next/navigation"
 
@@ -71,10 +74,10 @@ const navigation: { versions: string[]; navMain: NavigationGroup[] } = {
       title: "Relatórios",
       requiredRole: "staff",
       items: [
-        { title: "SLA e produtividade", url: "/reports/sla", icon: Gauge, requiredRole: "staff" },
+        { title: "SLA e produtividade", url: "/reports/sla", icon: TrendingUp, requiredRole: "staff" },
         { title: "Qualidade (CSAT)", url: "/reports/csat", icon: LifeBuoy, requiredRole: "staff" },
         { title: "Backlog", url: "/reports/backlog", icon: BarChart3, requiredRole: "staff" },
-        { title: "Horas por cliente", url: "/reports/hours", icon: Gauge, requiredRole: "staff" },
+        { title: "Horas por cliente", url: "/reports/hours", icon: Clock4, requiredRole: "staff" },
       ],
     },
     {
@@ -89,12 +92,12 @@ const navigation: { versions: string[]; navMain: NavigationGroup[] } = {
           exact: true,
         },
         { title: "Canais & roteamento", url: "/admin/channels", icon: Waypoints, requiredRole: "admin" },
-        { title: "Times & papéis", url: "/admin/teams", icon: Users, requiredRole: "admin" },
+        { title: "Times & papéis", url: "/admin/teams", icon: UserCog, requiredRole: "admin" },
-        { title: "Empresas & clientes", url: "/admin/companies", icon: Users, requiredRole: "admin" },
+        { title: "Empresas & clientes", url: "/admin/companies", icon: Building2, requiredRole: "admin" },
         { title: "Máquinas", url: "/admin/machines", icon: MonitorCog, requiredRole: "admin" },
         { title: "Campos personalizados", url: "/admin/fields", icon: Layers3, requiredRole: "admin" },
         { title: "SLAs", url: "/admin/slas", icon: Timer, requiredRole: "admin" },
-        { title: "Alertas enviados", url: "/admin/alerts", icon: Gauge, requiredRole: "admin" },
+        { title: "Alertas enviados", url: "/admin/alerts", icon: BellRing, requiredRole: "admin" },
       ],
     },
     // Removido grupo "Conta" (Configurações) para evitar redundância com o menu do usuário no rodapé

src/components/tickets/ticket-comments.rich.tsx

@@ -27,14 +27,16 @@ interface TicketCommentsProps {
   ticket: TicketWithDetails
 }
 
-const badgeInternal = "gap-1 rounded-full border border-slate-300 bg-neutral-900 px-2 py-0.5 text-xs font-semibold uppercase tracking-wide text-white"
+const badgeInternal = "gap-1 rounded-full border border-slate-300 bg-neutral-900 px-2 py-0.5 text-xs font-semibold tracking-wide text-white"
 const selectTriggerClass = "h-8 w-[140px] rounded-lg border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
 const submitButtonClass =
   "inline-flex items-center gap-2 rounded-lg border border-black bg-black px-3 py-2 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30"
 
 export function TicketComments({ ticket }: TicketCommentsProps) {
   const { convexUserId, isStaff, role } = useAuth()
-  const isManager = role === "manager"
+  const normalizedRole = role ?? null
+  const isManager = normalizedRole === "manager"
+  const canSeeInternalComments = normalizedRole === "admin" || normalizedRole === "agent"
   const addComment = useMutation(api.tickets.addComment)
   const removeAttachment = useMutation(api.tickets.removeCommentAttachment)
   const updateComment = useMutation(api.tickets.updateComment)
@@ -119,7 +121,7 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
     event.preventDefault()
     if (!convexUserId) return
     const now = new Date()
-    const selectedVisibility = isManager ? "PUBLIC" : visibility
+    const selectedVisibility = canSeeInternalComments ? visibility : "PUBLIC"
     const attachments = attachmentsToSend.map((item) => ({ ...item }))
     const previewsToRevoke = attachments
       .map((attachment) => attachment.previewUrl)
@@ -226,9 +228,22 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
             const isPending = commentId.startsWith("temp-")
             const canEdit = Boolean(convexUserId && String(comment.author.id) === convexUserId && !isPending)
             const hasBody = bodyPlain.length > 0 || isEditing
+            const isInternal = comment.visibility === "INTERNAL" && canSeeInternalComments
+            const containerClass = isInternal
+              ? "group/comment flex gap-3 rounded-2xl border border-amber-200/80 bg-amber-50/80 px-3 py-3 shadow-[0_0_0_1px_rgba(217,119,6,0.15)]"
+              : "group/comment flex gap-3"
+            const bodyClass = isInternal
+              ? "relative break-words rounded-xl border border-amber-200/80 bg-white px-3 py-2 text-sm leading-relaxed text-neutral-700 shadow-[0_0_0_1px_rgba(217,119,6,0.08)]"
+              : "relative break-words rounded-xl border border-slate-200 bg-white px-3 py-2 text-sm leading-relaxed text-neutral-700"
+            const bodyEditButtonClass = isInternal
+              ? "absolute right-2 top-2 inline-flex size-7 items-center justify-center rounded-full border border-amber-200 bg-white text-amber-700 opacity-0 transition hover:border-amber-500 hover:text-amber-900 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-amber-500/30 group-hover/comment:opacity-100"
+              : "absolute right-2 top-2 inline-flex size-7 items-center justify-center rounded-full border border-slate-300 bg-white text-neutral-700 opacity-0 transition hover:border-black hover:text-black focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-black/20 group-hover/comment:opacity-100"
+            const addContentButtonClass = isInternal
+              ? "inline-flex items-center gap-2 text-sm font-medium text-amber-700 transition hover:text-amber-900"
+              : "inline-flex items-center gap-2 text-sm font-medium text-neutral-600 transition hover:text-neutral-900"
 
             return (
-              <div key={comment.id} className="group/comment flex gap-3">
+              <div key={comment.id} className={containerClass}>
                 <Avatar className="size-9 border border-slate-200">
                   <AvatarImage src={comment.author.avatarUrl} alt={comment.author.name} />
                   <AvatarFallback>{initials}</AvatarFallback>
@@ -236,7 +251,7 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
                 <div className="flex flex-col gap-2">
                   <div className="flex flex-wrap items-center gap-2 text-sm">
                     <span className="font-semibold text-neutral-900">{comment.author.name}</span>
-                    {comment.visibility === "INTERNAL" ? (
+                    {comment.visibility === "INTERNAL" && canSeeInternalComments ? (
                       <Badge className={badgeInternal}>
                         <IconLock className="size-3 text-[#00e8ff]" /> Interno
                       </Badge>
@@ -245,8 +260,19 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
                       {formatDistanceToNow(comment.createdAt, { addSuffix: true, locale: ptBR })}
                     </span>
                   </div>
+                  {isInternal ? (
+                    <span className="text-xs font-semibold tracking-wide text-amber-700/80">
+                      Comentário interno — visível apenas para administradores e agentes
+                    </span>
+                  ) : null}
                   {isEditing ? (
-                    <div className="rounded-xl border border-slate-200 bg-white px-3 py-2">
+                    <div
+                      className={
+                        isInternal
+                          ? "rounded-xl border border-amber-200/80 bg-white px-3 py-2 shadow-[0_0_0_1px_rgba(217,119,6,0.08)]"
+                          : "rounded-xl border border-slate-200 bg-white px-3 py-2"
+                      }
+                    >
                       <RichTextEditor
                         value={editingComment?.value ?? ""}
                         onChange={(next) =>
@@ -276,12 +302,12 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
                       </div>
                     </div>
                   ) : hasBody ? (
-                    <div className="relative break-words rounded-xl border border-slate-200 bg-white px-3 py-2 text-sm leading-relaxed text-neutral-700">
+                    <div className={bodyClass}>
                       {canEdit ? (
                         <button
                           type="button"
                           onClick={() => startEditingComment(commentId, storedBody)}
-                          className="absolute right-2 top-2 inline-flex size-7 items-center justify-center rounded-full border border-slate-300 bg-white text-neutral-700 opacity-0 transition hover:border-black hover:text-black focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-black/20 group-hover/comment:opacity-100"
+                          className={bodyEditButtonClass}
                           aria-label="Editar comentário"
                         >
                           <PencilLine className="size-3.5" />
@@ -290,11 +316,17 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
                       <RichTextContent html={storedBody} />
                     </div>
                   ) : canEdit ? (
-                    <div className="rounded-xl border border-dashed border-slate-300 bg-white/60 px-3 py-2 text-sm text-neutral-500">
+                    <div
+                      className={
+                        isInternal
+                          ? "rounded-xl border border-dashed border-amber-300 bg-amber-50/60 px-3 py-2 text-sm text-amber-700"
+                          : "rounded-xl border border-dashed border-slate-300 bg-white/60 px-3 py-2 text-sm text-neutral-500"
+                      }
+                    >
                       <button
                         type="button"
                         onClick={() => startEditingComment(commentId, storedBody)}
-                        className="inline-flex items-center gap-2 text-sm font-medium text-neutral-600 transition hover:text-neutral-900"
+                        className={addContentButtonClass}
                       >
                         <PencilLine className="size-4" />
                         Adicionar conteúdo ao comentário
@@ -418,17 +450,17 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
                 <Select
                   value={visibility}
                   onValueChange={(value) => {
-                    if (isManager) return
+                    if (!canSeeInternalComments) return
                     setVisibility(value as "PUBLIC" | "INTERNAL")
                   }}
-                  disabled={isManager}
+                  disabled={!canSeeInternalComments}
                 >
                   <SelectTrigger className={selectTriggerClass}>
                     <SelectValue placeholder="Visibilidade" />
                   </SelectTrigger>
                   <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
                     <SelectItem value="PUBLIC">Pública</SelectItem>
-                    {!isManager ? <SelectItem value="INTERNAL">Interna</SelectItem> : null}
+                    {canSeeInternalComments ? <SelectItem value="INTERNAL">Interna</SelectItem> : null}
                   </SelectContent>
                 </Select>
               </div>

src/components/tickets/ticket-summary-header.tsx

@@ -35,6 +35,19 @@ interface TicketHeaderProps {
   ticket: TicketWithDetails
 }
 
+type WorkSummarySnapshot = {
+  ticketId: Id<"tickets">
+  totalWorkedMs: number
+  internalWorkedMs: number
+  externalWorkedMs: number
+  activeSession: {
+    id: Id<"ticketWorkSessions">
+    agentId: Id<"users">
+    startedAt: number
+    workType?: string
+  } | null
+}
+
 const cardClass = "relative space-y-4 rounded-2xl border border-slate-200 bg-white p-6 shadow-sm"
 const referenceBadgeClass = "inline-flex h-9 items-center gap-2 rounded-full border border-slate-200 bg-white px-3 text-sm font-semibold text-neutral-700"
 const startButtonClass =
@@ -102,7 +115,14 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
     | {
         ticketId: Id<"tickets">
         totalWorkedMs: number
-        activeSession: { id: Id<"ticketWorkSessions">; agentId: Id<"users">; startedAt: number } | null
+        internalWorkedMs?: number
+        externalWorkedMs?: number
+        activeSession: {
+          id: Id<"ticketWorkSessions">
+          agentId: Id<"users">
+          startedAt: number
+          workType?: string
+        } | null
       }
     | null
     | undefined
@@ -264,24 +284,63 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
     }
   }, [editing, secondaryOptions, selectedCategoryId, selectedSubcategoryId])
 
-  const workSummary = useMemo(() => {
+  const ticketActiveSession = ticket.workSummary?.activeSession ?? null
-    if (workSummaryRemote !== undefined) return workSummaryRemote ?? null
+  const ticketActiveSessionStartedAtMs = ticketActiveSession ? ticketActiveSession.startedAt.getTime() : undefined
+  const ticketActiveSessionWorkType = (ticketActiveSession as { workType?: string } | null)?.workType
+
+  const initialWorkSummary = useMemo<WorkSummarySnapshot | null>(() => {
     if (!ticket.workSummary) return null
     return {
       ticketId: ticket.id as Id<"tickets">,
-      totalWorkedMs: ticket.workSummary.totalWorkedMs,
+      totalWorkedMs: ticket.workSummary.totalWorkedMs ?? 0,
       internalWorkedMs: ticket.workSummary.internalWorkedMs ?? 0,
       externalWorkedMs: ticket.workSummary.externalWorkedMs ?? 0,
-      activeSession: ticket.workSummary.activeSession
+      activeSession: ticketActiveSession
         ? {
-            id: ticket.workSummary.activeSession.id as Id<"ticketWorkSessions">,
+            id: ticketActiveSession.id as Id<"ticketWorkSessions">,
-            agentId: ticket.workSummary.activeSession.agentId as Id<"users">,
+            agentId: ticketActiveSession.agentId as Id<"users">,
-            startedAt: ticket.workSummary.activeSession.startedAt.getTime(),
+            startedAt: ticketActiveSessionStartedAtMs ?? ticketActiveSession.startedAt.getTime(),
-            workType: (ticket.workSummary.activeSession as any).workType ?? "INTERNAL",
+            workType: (ticketActiveSessionWorkType ?? "INTERNAL").toString().toUpperCase(),
           }
         : null,
     }
-  }, [ticket.id, ticket.workSummary, workSummaryRemote])
+  }, [
+    ticket.id,
+    ticket.workSummary?.totalWorkedMs,
+    ticket.workSummary?.internalWorkedMs,
+    ticket.workSummary?.externalWorkedMs,
+    ticketActiveSession?.id,
+    ticketActiveSessionStartedAtMs,
+    ticketActiveSessionWorkType,
+  ])
+
+  const [workSummary, setWorkSummary] = useState<WorkSummarySnapshot | null>(initialWorkSummary)
+
+  useEffect(() => {
+    setWorkSummary(initialWorkSummary)
+  }, [initialWorkSummary])
+
+  useEffect(() => {
+    if (workSummaryRemote === undefined) return
+    if (workSummaryRemote === null) {
+      setWorkSummary(null)
+      return
+    }
+    setWorkSummary({
+      ticketId: workSummaryRemote.ticketId,
+      totalWorkedMs: workSummaryRemote.totalWorkedMs ?? 0,
+      internalWorkedMs: workSummaryRemote.internalWorkedMs ?? 0,
+      externalWorkedMs: workSummaryRemote.externalWorkedMs ?? 0,
+      activeSession: workSummaryRemote.activeSession
+        ? {
+            id: workSummaryRemote.activeSession.id,
+            agentId: workSummaryRemote.activeSession.agentId,
+            startedAt: workSummaryRemote.activeSession.startedAt,
+            workType: (workSummaryRemote.activeSession.workType ?? "INTERNAL").toString().toUpperCase(),
+          }
+        : null,
+    })
+  }, [workSummaryRemote])
 
   const isPlaying = Boolean(workSummary?.activeSession)
   const [now, setNow] = useState(() => Date.now())
@@ -292,7 +351,7 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
       setNow(Date.now())
     }, 1000)
     return () => clearInterval(interval)
-  }, [workSummary?.activeSession])
+  }, [workSummary?.activeSession?.id])
 
   useEffect(() => {
     if (!pauseDialogOpen) {
@@ -305,10 +364,10 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
   const currentSessionMs = workSummary?.activeSession ? Math.max(0, now - workSummary.activeSession.startedAt) : 0
   const totalWorkedMs = workSummary ? workSummary.totalWorkedMs + currentSessionMs : 0
   const internalWorkedMs = workSummary
-    ? (((workSummary as any).internalWorkedMs ?? 0) + (((workSummary?.activeSession as any)?.workType === "INTERNAL") ? currentSessionMs : 0))
+    ? workSummary.internalWorkedMs + (workSummary.activeSession?.workType === "INTERNAL" ? currentSessionMs : 0)
     : 0
   const externalWorkedMs = workSummary
-    ? (((workSummary as any).externalWorkedMs ?? 0) + (((workSummary?.activeSession as any)?.workType === "EXTERNAL") ? currentSessionMs : 0))
+    ? workSummary.externalWorkedMs + (workSummary.activeSession?.workType === "EXTERNAL" ? currentSessionMs : 0)
     : 0
 
   const formattedTotalWorked = useMemo(() => formatDuration(totalWorkedMs), [totalWorkedMs])

src/components/tickets/ticket-timeline.tsx

@@ -2,11 +2,13 @@ import { format } from "date-fns"
 import type { ComponentType, ReactNode } from "react"
 import { ptBR } from "date-fns/locale"
 import {
+  IconCalendar,
   IconClockHour4,
   IconFolders,
   IconNote,
   IconPaperclip,
   IconSquareCheck,
+  IconStar,
   IconUserCircle,
 } from "@tabler/icons-react"
 
@@ -14,6 +16,7 @@ import type { TicketWithDetails } from "@/lib/schemas/ticket"
 import { Card, CardContent } from "@/components/ui/card"
 import { Avatar, AvatarFallback, AvatarImage } from "@/components/ui/avatar"
 import { Separator } from "@/components/ui/separator"
+import { TICKET_TIMELINE_LABELS } from "@/lib/ticket-timeline-labels"
 
 const timelineIcons: Record<string, ComponentType<{ className?: string }>> = {
   CREATED: IconUserCircle,
@@ -29,23 +32,13 @@ const timelineIcons: Record<string, ComponentType<{ className?: string }>> = {
   PRIORITY_CHANGED: IconSquareCheck,
   ATTACHMENT_REMOVED: IconPaperclip,
   CATEGORY_CHANGED: IconFolders,
+  MANAGER_NOTIFIED: IconUserCircle,
+  VISIT_SCHEDULED: IconCalendar,
+  CSAT_RECEIVED: IconStar,
+  CSAT_RATED: IconStar,
 }
 
-const timelineLabels: Record<string, string> = {
+const timelineLabels: Record<string, string> = TICKET_TIMELINE_LABELS
-  CREATED: "Criado",
-  STATUS_CHANGED: "Status alterado",
-  ASSIGNEE_CHANGED: "Responsável alterado",
-  COMMENT_ADDED: "Comentário adicionado",
-  COMMENT_EDITED: "Comentário editado",
-  WORK_STARTED: "Atendimento iniciado",
-  WORK_PAUSED: "Atendimento pausado",
-  SUBJECT_CHANGED: "Assunto atualizado",
-  SUMMARY_CHANGED: "Resumo atualizado",
-  QUEUE_CHANGED: "Fila alterada",
-  PRIORITY_CHANGED: "Prioridade alterada",
-  ATTACHMENT_REMOVED: "Anexo removido",
-  CATEGORY_CHANGED: "Categoria alterada",
-}
 
 interface TicketTimelineProps {
   ticket: TicketWithDetails
@@ -122,6 +115,17 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
                     pauseReason?: string
                     pauseReasonLabel?: string
                     pauseNote?: string
+                    managerName?: string
+                    managerUserName?: string
+                    manager?: string
+                    managerId?: string
+                    managerUserId?: string
+                    scheduledFor?: number | string
+                    scheduledAt?: number | string
+                    score?: number
+                    rating?: number
+                    maxScore?: number
+                    max?: number
                   }
 
                   let message: ReactNode = null
@@ -182,6 +186,42 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
                       message = "Categoria removida"
                     }
                   }
+                  if (entry.type === "MANAGER_NOTIFIED") {
+                    const manager =
+                      payload.managerName ??
+                      payload.managerUserName ??
+                      payload.manager ??
+                      payload.managerId ??
+                      payload.managerUserId
+                    message = manager ? `Gestor notificado: ${manager}` : "Gestor notificado"
+                  }
+                  if (entry.type === "VISIT_SCHEDULED") {
+                    const scheduledRaw = payload.scheduledFor ?? payload.scheduledAt
+                    let formatted: string | null = null
+                    if (typeof scheduledRaw === "number" || typeof scheduledRaw === "string") {
+                      const date = new Date(scheduledRaw)
+                      if (!Number.isNaN(date.getTime())) {
+                        formatted = format(date, "dd MMM yyyy HH:mm", { locale: ptBR })
+                      }
+                    }
+                    message = formatted ? `Visita agendada para ${formatted}` : "Visita agendada"
+                  }
+                  if (entry.type === "CSAT_RECEIVED") {
+                    message = "CSAT recebido"
+                  }
+                  if (entry.type === "CSAT_RATED") {
+                    const score = typeof payload.score === "number" ? payload.score : payload.rating
+                    const maxScore =
+                      typeof payload.maxScore === "number"
+                        ? payload.maxScore
+                        : typeof payload.max === "number"
+                          ? payload.max
+                          : undefined
+                    message =
+                      typeof score === "number"
+                        ? `CSAT avaliado: ${score}${typeof maxScore === "number" ? `/${maxScore}` : ""}`
+                        : "CSAT avaliado"
+                  }
                   if (!message) return null
 
                   return (

src/lib/ticket-timeline-labels.ts

@@ -0,0 +1,19 @@
+export const TICKET_TIMELINE_LABELS: Record<string, string> = {
+  CREATED: "Criado",
+  STATUS_CHANGED: "Status alterado",
+  ASSIGNEE_CHANGED: "Responsável alterado",
+  COMMENT_ADDED: "Comentário adicionado",
+  COMMENT_EDITED: "Comentário editado",
+  WORK_STARTED: "Atendimento iniciado",
+  WORK_PAUSED: "Atendimento pausado",
+  SUBJECT_CHANGED: "Assunto atualizado",
+  SUMMARY_CHANGED: "Resumo atualizado",
+  QUEUE_CHANGED: "Fila alterada",
+  PRIORITY_CHANGED: "Prioridade alterada",
+  ATTACHMENT_REMOVED: "Anexo removido",
+  CATEGORY_CHANGED: "Categoria alterada",
+  MANAGER_NOTIFIED: "Gestor notificado",
+  VISIT_SCHEDULED: "Visita agendada",
+  CSAT_RECEIVED: "CSAT recebido",
+  CSAT_RATED: "CSAT avaliado",
+};