feat: sistema completo de notificacoes por e-mail

Implementa sistema de notificacoes por e-mail com: - Notificacoes de ciclo de vida (abertura, resolucao, atribuicao, status) - Sistema de avaliacao de chamados com estrelas (1-5) - Deep linking via protocolo raven:// para abrir chamados no desktop - Tokens de acesso seguro para visualizacao sem login - Preferencias de notificacao configuraveis por usuario - Templates HTML responsivos com design tokens da plataforma - API completa para preferencias, tokens e avaliacoes Modelos Prisma: - TicketRating: avaliacoes de chamados - TicketAccessToken: tokens de acesso direto - NotificationPreferences: preferencias por usuario Turbopack como bundler padrao (Next.js 16) 🤖 Generated with [Claude Code](https://claude.com/claude-code) Co-Authored-By: Claude Opus 4.5 <noreply@anthropic.com>
2025-12-07 20:45:37 -03:00 · 2025-12-07 20:45:37 -03:00 · f2c0298285
commit f2c0298285
parent cb6add1a4a
23 changed files with 4387 additions and 9 deletions
--- a/src/app/api/notifications/preferences/route.ts
+++ b/src/app/api/notifications/preferences/route.ts
@ -0,0 +1,231 @@
+/**
+ * API de Preferências de Notificação
+ * GET - Retorna preferências do usuário
+ * PUT - Atualiza preferências do usuário
+ */
+
+import { NextRequest, NextResponse } from "next/server"
+import { getServerSession } from "@/lib/auth-server"
+import { prisma } from "@/lib/prisma"
+import {
+  NOTIFICATION_TYPES,
+  canCollaboratorDisable,
+  isRequiredNotification,
+  type NotificationType,
+} from "@/server/email"
+
+// Tipos de notificação que colaboradores podem ver
+const COLLABORATOR_VISIBLE_TYPES: NotificationType[] = [
+  "ticket_created",
+  "ticket_assigned",
+  "ticket_resolved",
+  "ticket_reopened",
+  "ticket_status_changed",
+  "ticket_priority_changed",
+  "comment_public",
+  "security_password_reset",
+  "security_email_verify",
+  "security_email_change",
+  "security_new_login",
+]
+
+export async function GET(_request: NextRequest) {
+  try {
+    const session = await getServerSession()
+
+    if (!session?.user?.id) {
+      return NextResponse.json(
+        { error: "Não autorizado" },
+        { status: 401 }
+      )
+    }
+
+    const userId = session.user.id
+    const userRole = session.user.role as string
+    const isStaff = ["ADMIN", "MANAGER", "AGENT"].includes(userRole)
+
+    // Busca preferências existentes
+    let prefs = await prisma.notificationPreferences.findUnique({
+      where: { userId },
+    })
+
+    // Se não existir, cria com valores padrão
+    if (!prefs) {
+      const user = await prisma.user.findFirst({
+        where: { email: session.user.email },
+        select: { tenantId: true },
+      })
+
+      if (!user) {
+        return NextResponse.json(
+          { error: "Usuário não encontrado" },
+          { status: 404 }
+        )
+      }
+
+      prefs = await prisma.notificationPreferences.create({
+        data: {
+          userId,
+          tenantId: user.tenantId,
+          emailEnabled: true,
+          digestFrequency: "immediate",
+          typePreferences: {},
+          categoryPreferences: {},
+        },
+      })
+    }
+
+    // Filtra tipos disponíveis baseado no role
+    const availableTypes = isStaff
+      ? Object.keys(NOTIFICATION_TYPES)
+      : COLLABORATOR_VISIBLE_TYPES
+
+    // Monta resposta com configuração de cada tipo
+    const typeConfigs = availableTypes.map((type) => {
+      const config = NOTIFICATION_TYPES[type as NotificationType]
+      const typePrefs = prefs!.typePreferences as Record<string, boolean>
+      const enabled = typePrefs[type] ?? config.defaultEnabled
+
+      return {
+        type,
+        label: config.label,
+        enabled,
+        required: config.required ?? false,
+        canDisable: isStaff
+          ? !config.required
+          : canCollaboratorDisable(type as NotificationType),
+      }
+    })
+
+    return NextResponse.json({
+      emailEnabled: prefs.emailEnabled,
+      quietHoursStart: prefs.quietHoursStart,
+      quietHoursEnd: prefs.quietHoursEnd,
+      timezone: prefs.timezone,
+      digestFrequency: prefs.digestFrequency,
+      types: typeConfigs,
+      categoryPreferences: prefs.categoryPreferences,
+      isStaff,
+    })
+  } catch (error) {
+    console.error("[notifications/preferences] Erro ao buscar preferências:", error)
+    return NextResponse.json(
+      { error: "Erro interno do servidor" },
+      { status: 500 }
+    )
+  }
+}
+
+export async function PUT(request: NextRequest) {
+  try {
+    const session = await getServerSession()
+
+    if (!session?.user?.id) {
+      return NextResponse.json(
+        { error: "Não autorizado" },
+        { status: 401 }
+      )
+    }
+
+    const userId = session.user.id
+    const userRole = session.user.role as string
+    const isStaff = ["ADMIN", "MANAGER", "AGENT"].includes(userRole)
+
+    const body = await request.json()
+    const {
+      emailEnabled,
+      quietHoursStart,
+      quietHoursEnd,
+      timezone,
+      digestFrequency,
+      typePreferences,
+      categoryPreferences,
+    } = body
+
+    // Valida typePreferences
+    const validatedTypePrefs: Record<string, boolean> = {}
+
+    if (typePreferences && typeof typePreferences === "object") {
+      for (const [type, enabled] of Object.entries(typePreferences)) {
+        // Verifica se é um tipo válido
+        if (!(type in NOTIFICATION_TYPES)) continue
+
+        // Verifica se o tipo é obrigatório
+        if (isRequiredNotification(type as NotificationType)) {
+          validatedTypePrefs[type] = true // Força true para obrigatórios
+          continue
+        }
+
+        // Para colaboradores, verifica se pode desativar
+        if (!isStaff && !canCollaboratorDisable(type as NotificationType)) {
+          continue // Ignora tipos que colaboradores não podem modificar
+        }
+
+        validatedTypePrefs[type] = Boolean(enabled)
+      }
+    }
+
+    // Busca preferências existentes
+    const existingPrefs = await prisma.notificationPreferences.findUnique({
+      where: { userId },
+    })
+
+    if (!existingPrefs) {
+      // Busca tenantId do usuário
+      const user = await prisma.user.findFirst({
+        where: { email: session.user.email },
+        select: { tenantId: true },
+      })
+
+      if (!user) {
+        return NextResponse.json(
+          { error: "Usuário não encontrado" },
+          { status: 404 }
+        )
+      }
+
+      // Cria novas preferências
+      await prisma.notificationPreferences.create({
+        data: {
+          userId,
+          tenantId: user.tenantId,
+          emailEnabled: emailEnabled ?? true,
+          quietHoursStart: quietHoursStart ?? null,
+          quietHoursEnd: quietHoursEnd ?? null,
+          timezone: timezone ?? "America/Sao_Paulo",
+          digestFrequency: digestFrequency ?? "immediate",
+          typePreferences: validatedTypePrefs,
+          categoryPreferences: categoryPreferences ?? {},
+        },
+      })
+    } else {
+      // Atualiza preferências existentes
+      await prisma.notificationPreferences.update({
+        where: { userId },
+        data: {
+          emailEnabled: emailEnabled ?? existingPrefs.emailEnabled,
+          quietHoursStart: quietHoursStart !== undefined ? quietHoursStart : existingPrefs.quietHoursStart,
+          quietHoursEnd: quietHoursEnd !== undefined ? quietHoursEnd : existingPrefs.quietHoursEnd,
+          timezone: timezone ?? existingPrefs.timezone,
+          digestFrequency: digestFrequency ?? existingPrefs.digestFrequency,
+          typePreferences: {
+            ...(existingPrefs.typePreferences as Record<string, boolean>),
+            ...validatedTypePrefs,
+          },
+          categoryPreferences: categoryPreferences ?? existingPrefs.categoryPreferences,
+        },
+      })
+    }
+
+    return NextResponse.json({
+      success: true,
+      message: "Preferências atualizadas com sucesso",
+    })
+  } catch (error) {
+    console.error("[notifications/preferences] Erro ao atualizar preferências:", error)
+    return NextResponse.json(
+      { error: "Erro interno do servidor" },
+      { status: 500 }
+    )
+  }
+}
--- a/src/app/api/ticket-access/[token]/route.ts
+++ b/src/app/api/ticket-access/[token]/route.ts
@ -0,0 +1,181 @@
+/**
+ * API de Acesso a Ticket por Token
+ * GET - Valida token e retorna informações do ticket
+ * POST - Marca token como usado e cria sessão temporária
+ */
+
+import { NextRequest, NextResponse } from "next/server"
+import { prisma } from "@/lib/prisma"
+import { validateAccessToken, markTokenAsUsed } from "@/server/notification"
+
+export async function GET(
+  request: NextRequest,
+  { params }: { params: Promise<{ token: string }> }
+) {
+  try {
+    const { token } = await params
+
+    // Valida o token
+    const validatedToken = await validateAccessToken(token)
+
+    if (!validatedToken) {
+      return NextResponse.json(
+        { error: "Token inválido ou expirado" },
+        { status: 401 }
+      )
+    }
+
+    // Busca informações do ticket
+    const ticket = await prisma.ticket.findUnique({
+      where: { id: validatedToken.ticketId },
+      include: {
+        requester: {
+          select: {
+            id: true,
+            name: true,
+            email: true,
+          },
+        },
+        assignee: {
+          select: {
+            id: true,
+            name: true,
+          },
+        },
+        company: {
+          select: {
+            id: true,
+            name: true,
+          },
+        },
+        comments: {
+          where: {
+            visibility: "PUBLIC",
+          },
+          orderBy: {
+            createdAt: "desc",
+          },
+          take: 10,
+          include: {
+            author: {
+              select: {
+                id: true,
+                name: true,
+              },
+            },
+          },
+        },
+        rating: true,
+      },
+    })
+
+    if (!ticket) {
+      return NextResponse.json(
+        { error: "Chamado não encontrado" },
+        { status: 404 }
+      )
+    }
+
+    // Verifica se o usuário tem acesso ao ticket
+    if (
+      ticket.requesterId !== validatedToken.userId &&
+      ticket.assigneeId !== validatedToken.userId
+    ) {
+      return NextResponse.json(
+        { error: "Acesso negado a este chamado" },
+        { status: 403 }
+      )
+    }
+
+    return NextResponse.json({
+      token: {
+        id: validatedToken.id,
+        scope: validatedToken.scope,
+        expiresAt: validatedToken.expiresAt.toISOString(),
+        used: validatedToken.usedAt !== null,
+      },
+      ticket: {
+        id: ticket.id,
+        reference: ticket.reference,
+        subject: ticket.subject,
+        summary: ticket.summary,
+        status: ticket.status,
+        priority: ticket.priority,
+        channel: ticket.channel,
+        createdAt: ticket.createdAt.toISOString(),
+        resolvedAt: ticket.resolvedAt?.toISOString() ?? null,
+        requester: {
+          id: ticket.requester.id,
+          name: ticket.requester.name,
+        },
+        assignee: ticket.assignee
+          ? {
+              id: ticket.assignee.id,
+              name: ticket.assignee.name,
+            }
+          : null,
+        company: ticket.company
+          ? {
+              id: ticket.company.id,
+              name: ticket.company.name,
+            }
+          : null,
+        comments: ticket.comments.map((comment) => ({
+          id: comment.id,
+          body: comment.body,
+          createdAt: comment.createdAt.toISOString(),
+          author: {
+            id: comment.author.id,
+            name: comment.author.name,
+          },
+        })),
+        rating: ticket.rating
+          ? {
+              rating: ticket.rating.rating,
+              comment: ticket.rating.comment,
+              createdAt: ticket.rating.createdAt.toISOString(),
+            }
+          : null,
+      },
+    })
+  } catch (error) {
+    console.error("[ticket-access] Erro ao validar token:", error)
+    return NextResponse.json(
+      { error: "Erro interno do servidor" },
+      { status: 500 }
+    )
+  }
+}
+
+export async function POST(
+  request: NextRequest,
+  { params }: { params: Promise<{ token: string }> }
+) {
+  try {
+    const { token } = await params
+
+    // Valida o token
+    const validatedToken = await validateAccessToken(token)
+
+    if (!validatedToken) {
+      return NextResponse.json(
+        { error: "Token inválido ou expirado" },
+        { status: 401 }
+      )
+    }
+
+    // Marca o token como usado
+    await markTokenAsUsed(token)
+
+    return NextResponse.json({
+      success: true,
+      message: "Token marcado como usado",
+    })
+  } catch (error) {
+    console.error("[ticket-access] Erro ao usar token:", error)
+    return NextResponse.json(
+      { error: "Erro interno do servidor" },
+      { status: 500 }
+    )
+  }
+}
--- a/src/app/api/tickets/rate/route.ts
+++ b/src/app/api/tickets/rate/route.ts
@ -0,0 +1,203 @@
+/**
+ * API de Avaliação de Ticket
+ * GET - Registra avaliação via link do e-mail
+ * POST - Registra avaliação com comentário opcional
+ */
+
+import { NextRequest, NextResponse } from "next/server"
+import { prisma } from "@/lib/prisma"
+import { validateAccessToken, markTokenAsUsed, hasScope } from "@/server/notification"
+
+export async function GET(request: NextRequest) {
+  try {
+    const { searchParams } = new URL(request.url)
+    const token = searchParams.get("token")
+    const ratingStr = searchParams.get("rating")
+
+    if (!token) {
+      return NextResponse.redirect(new URL("/error?message=token_missing", request.url))
+    }
+
+    if (!ratingStr) {
+      return NextResponse.redirect(new URL("/error?message=rating_missing", request.url))
+    }
+
+    const rating = parseInt(ratingStr, 10)
+
+    if (isNaN(rating) || rating < 1 || rating > 5) {
+      return NextResponse.redirect(new URL("/error?message=rating_invalid", request.url))
+    }
+
+    // Valida o token
+    const validatedToken = await validateAccessToken(token)
+
+    if (!validatedToken) {
+      return NextResponse.redirect(new URL("/error?message=token_expired", request.url))
+    }
+
+    // Verifica se o token tem escopo de avaliação
+    if (!hasScope(validatedToken.scope, "rate")) {
+      return NextResponse.redirect(new URL("/error?message=token_scope_invalid", request.url))
+    }
+
+    // Busca o ticket
+    const ticket = await prisma.ticket.findUnique({
+      where: { id: validatedToken.ticketId },
+      select: {
+        id: true,
+        tenantId: true,
+        reference: true,
+        subject: true,
+        status: true,
+        requesterId: true,
+        rating: true,
+      },
+    })
+
+    if (!ticket) {
+      return NextResponse.redirect(new URL("/error?message=ticket_not_found", request.url))
+    }
+
+    // Verifica se o usuário é o solicitante
+    if (ticket.requesterId !== validatedToken.userId) {
+      return NextResponse.redirect(new URL("/error?message=access_denied", request.url))
+    }
+
+    // Verifica se já existe avaliação
+    if (ticket.rating) {
+      // Redireciona para página de confirmação mostrando que já foi avaliado
+      return NextResponse.redirect(
+        new URL(`/rate/${token}?already_rated=true&existing_rating=${ticket.rating.rating}`, request.url)
+      )
+    }
+
+    // Registra a avaliação
+    await prisma.ticketRating.create({
+      data: {
+        tenantId: ticket.tenantId,
+        ticketId: ticket.id,
+        userId: validatedToken.userId,
+        rating,
+      },
+    })
+
+    // Marca o token como usado
+    await markTokenAsUsed(token)
+
+    // Redireciona para página de confirmação com opção de adicionar comentário
+    return NextResponse.redirect(
+      new URL(`/rate/${token}?success=true&rating=${rating}`, request.url)
+    )
+  } catch (error) {
+    console.error("[tickets/rate] Erro ao registrar avaliação:", error)
+    return NextResponse.redirect(new URL("/error?message=server_error", request.url))
+  }
+}
+
+export async function POST(request: NextRequest) {
+  try {
+    const body = await request.json()
+    const { token, rating, comment } = body
+
+    if (!token) {
+      return NextResponse.json(
+        { error: "Token é obrigatório" },
+        { status: 400 }
+      )
+    }
+
+    if (!rating || typeof rating !== "number" || rating < 1 || rating > 5) {
+      return NextResponse.json(
+        { error: "Avaliação deve ser um número entre 1 e 5" },
+        { status: 400 }
+      )
+    }
+
+    // Valida o token
+    const validatedToken = await validateAccessToken(token)
+
+    if (!validatedToken) {
+      return NextResponse.json(
+        { error: "Token inválido ou expirado" },
+        { status: 401 }
+      )
+    }
+
+    // Verifica se o token tem escopo de avaliação
+    if (!hasScope(validatedToken.scope, "rate")) {
+      return NextResponse.json(
+        { error: "Token não permite avaliação" },
+        { status: 403 }
+      )
+    }
+
+    // Busca o ticket
+    const ticket = await prisma.ticket.findUnique({
+      where: { id: validatedToken.ticketId },
+      select: {
+        id: true,
+        tenantId: true,
+        requesterId: true,
+        rating: true,
+      },
+    })
+
+    if (!ticket) {
+      return NextResponse.json(
+        { error: "Chamado não encontrado" },
+        { status: 404 }
+      )
+    }
+
+    // Verifica se o usuário é o solicitante
+    if (ticket.requesterId !== validatedToken.userId) {
+      return NextResponse.json(
+        { error: "Acesso negado" },
+        { status: 403 }
+      )
+    }
+
+    // Verifica se já existe avaliação
+    if (ticket.rating) {
+      // Atualiza o comentário se já existe avaliação
+      await prisma.ticketRating.update({
+        where: { ticketId: ticket.id },
+        data: {
+          rating,
+          comment: comment ?? null,
+        },
+      })
+
+      return NextResponse.json({
+        success: true,
+        message: "Avaliação atualizada com sucesso",
+        updated: true,
+      })
+    }
+
+    // Registra a avaliação
+    await prisma.ticketRating.create({
+      data: {
+        tenantId: ticket.tenantId,
+        ticketId: ticket.id,
+        userId: validatedToken.userId,
+        rating,
+        comment: comment ?? null,
+      },
+    })
+
+    // Marca o token como usado
+    await markTokenAsUsed(token)
+
+    return NextResponse.json({
+      success: true,
+      message: "Avaliação registrada com sucesso",
+    })
+  } catch (error) {
+    console.error("[tickets/rate] Erro ao registrar avaliação:", error)
+    return NextResponse.json(
+      { error: "Erro interno do servidor" },
+      { status: 500 }
+    )
+  }
+}
--- a/src/app/portal/profile/notifications/page.tsx
+++ b/src/app/portal/profile/notifications/page.tsx
@ -0,0 +1,43 @@
+import type { Metadata } from "next"
+import { redirect } from "next/navigation"
+
+import { NotificationPreferencesForm } from "@/components/settings/notification-preferences-form"
+import { requireAuthenticatedSession } from "@/lib/auth-server"
+
+export const metadata: Metadata = {
+  title: "Preferencias de notificacao",
+  description: "Configure quais notificacoes por e-mail deseja receber.",
+}
+
+export default async function PortalNotificationSettingsPage() {
+  const session = await requireAuthenticatedSession()
+  const role = (session.user.role ?? "").toLowerCase()
+  const persona = (session.user.machinePersona ?? "").toLowerCase()
+
+  // Colaboradores e maquinas com persona de colaborador podem acessar
+  const allowedRoles = new Set(["collaborator", "manager", "admin", "agent"])
+  const isMachinePersonaAllowed = role === "machine" && (persona === "collaborator" || persona === "manager")
+  const allowed = allowedRoles.has(role) || isMachinePersonaAllowed
+
+  if (!allowed) {
+    redirect("/portal")
+  }
+
+  // Staff deve usar a pagina de configuracoes completa
+  const staffRoles = new Set(["admin", "manager", "agent"])
+  if (staffRoles.has(role)) {
+    redirect("/settings/notifications")
+  }
+
+  return (
+    <div className="space-y-6">
+      <div>
+        <h1 className="text-2xl font-semibold tracking-tight">Preferencias de notificacao</h1>
+        <p className="text-muted-foreground">
+          Configure quais notificacoes por e-mail deseja receber sobre seus chamados.
+        </p>
+      </div>
+      <NotificationPreferencesForm isPortal />
+    </div>
+  )
+}
--- a/src/app/rate/[token]/page.tsx
+++ b/src/app/rate/[token]/page.tsx
@ -0,0 +1,270 @@
+"use client"
+
+import { useEffect, useState } from "react"
+import { useParams, useSearchParams } from "next/navigation"
+import { Card, CardContent, CardHeader, CardTitle, CardDescription } from "@/components/ui/card"
+import { Button } from "@/components/ui/button"
+import { Textarea } from "@/components/ui/textarea"
+import { Label } from "@/components/ui/label"
+import { Loader2, CheckCircle, Star, AlertCircle } from "lucide-react"
+
+export default function RatePage() {
+  const params = useParams()
+  const searchParams = useSearchParams()
+  const token = params.token as string
+
+  const success = searchParams.get("success") === "true"
+  const alreadyRated = searchParams.get("already_rated") === "true"
+  const existingRatingStr = searchParams.get("existing_rating")
+  const initialRatingStr = searchParams.get("rating")
+
+  const existingRating = existingRatingStr ? parseInt(existingRatingStr, 10) : null
+  const initialRating = initialRatingStr ? parseInt(initialRatingStr, 10) : null
+
+  const [loading, setLoading] = useState(false)
+  const [submitted, setSubmitted] = useState(success)
+  const [rating, setRating] = useState<number>(initialRating ?? existingRating ?? 0)
+  const [hoveredRating, setHoveredRating] = useState<number>(0)
+  const [comment, setComment] = useState("")
+  const [error, setError] = useState<string | null>(null)
+
+  // Se ja avaliou, mostra mensagem
+  if (alreadyRated && existingRating) {
+    return (
+      <div className="min-h-screen bg-background flex items-center justify-center p-4">
+        <Card className="w-full max-w-md">
+          <CardHeader className="text-center">
+            <div className="flex justify-center mb-4">
+              <CheckCircle className="h-16 w-16 text-emerald-500" />
+            </div>
+            <CardTitle>Chamado ja avaliado</CardTitle>
+            <CardDescription>
+              Voce ja avaliou este chamado anteriormente.
+            </CardDescription>
+          </CardHeader>
+          <CardContent className="text-center">
+            <div className="flex justify-center gap-1 mb-4">
+              {[1, 2, 3, 4, 5].map((star) => (
+                <Star
+                  key={star}
+                  className={`h-8 w-8 ${
+                    star <= existingRating ? "fill-amber-400 text-amber-400" : "text-muted"
+                  }`}
+                />
+              ))}
+            </div>
+            <p className="text-muted-foreground text-sm">
+              Sua avaliacao: {existingRating} estrela{existingRating > 1 ? "s" : ""}
+            </p>
+          </CardContent>
+        </Card>
+      </div>
+    )
+  }
+
+  // Se acabou de avaliar, mostra formulario para comentario
+  if (submitted && rating > 0) {
+    return (
+      <div className="min-h-screen bg-background flex items-center justify-center p-4">
+        <Card className="w-full max-w-md">
+          <CardHeader className="text-center">
+            <div className="flex justify-center mb-4">
+              <CheckCircle className="h-16 w-16 text-emerald-500" />
+            </div>
+            <CardTitle>Obrigado pela avaliacao!</CardTitle>
+            <CardDescription>
+              Sua opiniao e muito importante para nos.
+            </CardDescription>
+          </CardHeader>
+          <CardContent className="space-y-6">
+            <div className="flex justify-center gap-1">
+              {[1, 2, 3, 4, 5].map((star) => (
+                <Star
+                  key={star}
+                  className={`h-8 w-8 ${
+                    star <= rating ? "fill-amber-400 text-amber-400" : "text-muted"
+                  }`}
+                />
+              ))}
+            </div>
+
+            <div className="space-y-2">
+              <Label htmlFor="comment">Gostaria de deixar um comentario? (opcional)</Label>
+              <Textarea
+                id="comment"
+                placeholder="Conte-nos mais sobre sua experiencia..."
+                value={comment}
+                onChange={(e) => setComment(e.target.value)}
+                rows={4}
+              />
+            </div>
+
+            {error && (
+              <div className="text-destructive text-sm text-center">{error}</div>
+            )}
+
+            <div className="flex gap-2">
+              <Button
+                variant="outline"
+                className="flex-1"
+                onClick={() => {
+                  window.close()
+                }}
+              >
+                Fechar
+              </Button>
+              <Button
+                className="flex-1"
+                disabled={loading}
+                onClick={async () => {
+                  if (!comment.trim()) {
+                    window.close()
+                    return
+                  }
+
+                  setLoading(true)
+                  setError(null)
+
+                  try {
+                    const response = await fetch("/api/tickets/rate", {
+                      method: "POST",
+                      headers: { "Content-Type": "application/json" },
+                      body: JSON.stringify({ token, rating, comment }),
+                    })
+
+                    if (!response.ok) {
+                      const data = await response.json()
+                      throw new Error(data.error || "Erro ao enviar comentario")
+                    }
+
+                    window.close()
+                  } catch (err) {
+                    setError(err instanceof Error ? err.message : "Erro desconhecido")
+                  } finally {
+                    setLoading(false)
+                  }
+                }}
+              >
+                {loading ? (
+                  <>
+                    <Loader2 className="h-4 w-4 mr-2 animate-spin" />
+                    Enviando...
+                  </>
+                ) : (
+                  "Enviar comentario"
+                )}
+              </Button>
+            </div>
+          </CardContent>
+        </Card>
+      </div>
+    )
+  }
+
+  // Formulario de avaliacao
+  return (
+    <div className="min-h-screen bg-background flex items-center justify-center p-4">
+      <Card className="w-full max-w-md">
+        <CardHeader className="text-center">
+          <div className="flex items-center justify-center gap-2 mb-4">
+            <div className="w-10 h-10 bg-primary rounded-lg flex items-center justify-center">
+              <span className="text-primary-foreground font-bold text-lg">R</span>
+            </div>
+            <span className="text-xl font-semibold">Raven</span>
+          </div>
+          <CardTitle>Como foi o atendimento?</CardTitle>
+          <CardDescription>
+            Sua avaliacao nos ajuda a melhorar nosso servico.
+          </CardDescription>
+        </CardHeader>
+        <CardContent className="space-y-6">
+          {/* Estrelas */}
+          <div className="flex justify-center gap-2">
+            {[1, 2, 3, 4, 5].map((star) => (
+              <button
+                key={star}
+                type="button"
+                className="p-1 transition-transform hover:scale-110 focus:outline-none focus:ring-2 focus:ring-primary focus:ring-offset-2 rounded"
+                onMouseEnter={() => setHoveredRating(star)}
+                onMouseLeave={() => setHoveredRating(0)}
+                onClick={() => setRating(star)}
+              >
+                <Star
+                  className={`h-10 w-10 transition-colors ${
+                    star <= (hoveredRating || rating)
+                      ? "fill-amber-400 text-amber-400"
+                      : "text-muted hover:text-amber-200"
+                  }`}
+                />
+              </button>
+            ))}
+          </div>
+
+          {/* Labels */}
+          <div className="flex justify-between text-xs text-muted-foreground px-2">
+            <span>Ruim</span>
+            <span>Excelente</span>
+          </div>
+
+          {/* Comentario */}
+          <div className="space-y-2">
+            <Label htmlFor="comment">Comentario (opcional)</Label>
+            <Textarea
+              id="comment"
+              placeholder="Conte-nos mais sobre sua experiencia..."
+              value={comment}
+              onChange={(e) => setComment(e.target.value)}
+              rows={4}
+            />
+          </div>
+
+          {error && (
+            <div className="flex items-center gap-2 text-destructive text-sm">
+              <AlertCircle className="h-4 w-4" />
+              {error}
+            </div>
+          )}
+
+          {/* Botao */}
+          <Button
+            className="w-full"
+            size="lg"
+            disabled={rating === 0 || loading}
+            onClick={async () => {
+              setLoading(true)
+              setError(null)
+
+              try {
+                const response = await fetch("/api/tickets/rate", {
+                  method: "POST",
+                  headers: { "Content-Type": "application/json" },
+                  body: JSON.stringify({ token, rating, comment }),
+                })
+
+                if (!response.ok) {
+                  const data = await response.json()
+                  throw new Error(data.error || "Erro ao enviar avaliacao")
+                }
+
+                setSubmitted(true)
+              } catch (err) {
+                setError(err instanceof Error ? err.message : "Erro desconhecido")
+              } finally {
+                setLoading(false)
+              }
+            }}
+          >
+            {loading ? (
+              <>
+                <Loader2 className="h-4 w-4 mr-2 animate-spin" />
+                Enviando...
+              </>
+            ) : (
+              "Enviar avaliacao"
+            )}
+          </Button>
+        </CardContent>
+      </Card>
+    </div>
+  )
+}
--- a/src/app/settings/notifications/page.tsx
+++ b/src/app/settings/notifications/page.tsx
@ -0,0 +1,38 @@
+import type { Metadata } from "next"
+import { redirect } from "next/navigation"
+
+import { AppShell } from "@/components/app-shell"
+import { SiteHeader } from "@/components/site-header"
+import { NotificationPreferencesForm } from "@/components/settings/notification-preferences-form"
+import { requireAuthenticatedSession } from "@/lib/auth-server"
+
+export const metadata: Metadata = {
+  title: "Preferencias de notificacao",
+  description: "Configure quais notificacoes por e-mail deseja receber.",
+}
+
+export default async function NotificationSettingsPage() {
+  const session = await requireAuthenticatedSession()
+  const role = (session.user.role ?? "").toLowerCase()
+
+  // Apenas staff pode acessar esta pagina
+  const staffRoles = new Set(["admin", "manager", "agent"])
+  if (!staffRoles.has(role)) {
+    redirect("/portal/profile/notifications")
+  }
+
+  return (
+    <AppShell
+      header={
+        <SiteHeader
+          title="Preferencias de notificacao"
+          lead="Configure como e quando deseja receber notificacoes por e-mail"
+        />
+      }
+    >
+      <div className="mx-auto w-full max-w-3xl px-4 pb-12 lg:px-6">
+        <NotificationPreferencesForm />
+      </div>
+    </AppShell>
+  )
+}
--- a/src/app/ticket-view/[token]/page.tsx
+++ b/src/app/ticket-view/[token]/page.tsx
@ -0,0 +1,340 @@
+"use client"
+
+import { useEffect, useState, useCallback } from "react"
+import { useParams } from "next/navigation"
+import { Card, CardContent, CardHeader, CardTitle } from "@/components/ui/card"
+import { Badge } from "@/components/ui/badge"
+import { Button } from "@/components/ui/button"
+import { Loader2, ExternalLink, CheckCircle, AlertCircle, Clock, MessageSquare } from "lucide-react"
+import { getTicketStatusMeta } from "@/lib/ticket-status-style"
+import { getTicketPriorityMeta } from "@/lib/ticket-priority-style"
+
+interface TicketData {
+  id: string
+  reference: number
+  subject: string
+  summary: string | null
+  status: string
+  priority: string
+  channel: string
+  createdAt: string
+  resolvedAt: string | null
+  requester: {
+    id: string
+    name: string
+  }
+  assignee: {
+    id: string
+    name: string
+  } | null
+  company: {
+    id: string
+    name: string
+  } | null
+  comments: Array<{
+    id: string
+    body: string
+    createdAt: string
+    author: {
+      id: string
+      name: string
+    }
+  }>
+  rating: {
+    rating: number
+    comment: string | null
+    createdAt: string
+  } | null
+}
+
+interface TokenData {
+  id: string
+  scope: string
+  expiresAt: string
+  used: boolean
+}
+
+export default function TicketViewPage() {
+  const params = useParams()
+  const token = params.token as string
+
+  const [loading, setLoading] = useState(true)
+  const [error, setError] = useState<string | null>(null)
+  const [ticket, setTicket] = useState<TicketData | null>(null)
+  const [tokenData, setTokenData] = useState<TokenData | null>(null)
+  const [tryingRaven, setTryingRaven] = useState(true)
+  const [ravenAvailable, setRavenAvailable] = useState(false)
+
+  const loadTicket = useCallback(async () => {
+    try {
+      setLoading(true)
+      const response = await fetch(`/api/ticket-access/${token}`)
+
+      if (!response.ok) {
+        const data = await response.json()
+        throw new Error(data.error || "Erro ao carregar chamado")
+      }
+
+      const data = await response.json()
+      setTicket(data.ticket)
+      setTokenData(data.token)
+    } catch (err) {
+      setError(err instanceof Error ? err.message : "Erro desconhecido")
+    } finally {
+      setLoading(false)
+    }
+  }, [token])
+
+  // Tenta abrir o protocolo raven://
+  useEffect(() => {
+    if (!token) return
+
+    const tryRavenProtocol = async () => {
+      setTryingRaven(true)
+
+      // Tenta abrir o protocolo raven://
+      const ravenUrl = `raven://ticket/${token}`
+
+      // Cria um iframe oculto para detectar se o protocolo foi aceito
+      const iframe = document.createElement("iframe")
+      iframe.style.display = "none"
+      document.body.appendChild(iframe)
+
+      let protocolHandled = false
+
+      // Listener para detectar se o navegador aceitou o protocolo
+      const handleBlur = () => {
+        protocolHandled = true
+        setRavenAvailable(true)
+      }
+
+      window.addEventListener("blur", handleBlur)
+
+      // Tenta navegar para o protocolo
+      try {
+        window.location.href = ravenUrl
+      } catch {
+        // Protocolo nao suportado
+      }
+
+      // Aguarda 2 segundos para ver se o protocolo foi aceito
+      setTimeout(() => {
+        window.removeEventListener("blur", handleBlur)
+        document.body.removeChild(iframe)
+
+        if (!protocolHandled) {
+          // Protocolo nao foi aceito, carrega o ticket no navegador
+          setTryingRaven(false)
+          loadTicket()
+        }
+      }, 2000)
+    }
+
+    tryRavenProtocol()
+  }, [token, loadTicket])
+
+  const formatDate = (dateStr: string) => {
+    return new Date(dateStr).toLocaleString("pt-BR", {
+      timeZone: "America/Sao_Paulo",
+      day: "2-digit",
+      month: "2-digit",
+      year: "numeric",
+      hour: "2-digit",
+      minute: "2-digit",
+    })
+  }
+
+  // Mostra tela de "Abrindo no Raven..."
+  if (tryingRaven) {
+    return (
+      <div className="min-h-screen bg-background flex items-center justify-center p-4">
+        <Card className="w-full max-w-md">
+          <CardContent className="pt-6 text-center">
+            <Loader2 className="h-12 w-12 animate-spin mx-auto mb-4 text-primary" />
+            <h2 className="text-xl font-semibold mb-2">Abrindo no Raven...</h2>
+            <p className="text-muted-foreground text-sm">
+              Se o aplicativo Raven estiver instalado, ele abrira automaticamente.
+            </p>
+            <p className="text-muted-foreground text-sm mt-2">
+              Caso contrario, o chamado sera exibido aqui em instantes.
+            </p>
+          </CardContent>
+        </Card>
+      </div>
+    )
+  }
+
+  // Mostra loading
+  if (loading) {
+    return (
+      <div className="min-h-screen bg-background flex items-center justify-center p-4">
+        <Card className="w-full max-w-md">
+          <CardContent className="pt-6 text-center">
+            <Loader2 className="h-12 w-12 animate-spin mx-auto mb-4 text-primary" />
+            <h2 className="text-xl font-semibold">Carregando chamado...</h2>
+          </CardContent>
+        </Card>
+      </div>
+    )
+  }
+
+  // Mostra erro
+  if (error) {
+    return (
+      <div className="min-h-screen bg-background flex items-center justify-center p-4">
+        <Card className="w-full max-w-md">
+          <CardContent className="pt-6 text-center">
+            <AlertCircle className="h-12 w-12 mx-auto mb-4 text-destructive" />
+            <h2 className="text-xl font-semibold mb-2">Erro ao carregar</h2>
+            <p className="text-muted-foreground">{error}</p>
+            <Button className="mt-4" onClick={() => loadTicket()}>
+              Tentar novamente
+            </Button>
+          </CardContent>
+        </Card>
+      </div>
+    )
+  }
+
+  if (!ticket) return null
+
+  const statusMeta = getTicketStatusMeta(ticket.status)
+  const priorityMeta = getTicketPriorityMeta(ticket.priority)
+
+  return (
+    <div className="min-h-screen bg-background p-4">
+      <div className="max-w-3xl mx-auto space-y-6">
+        {/* Header */}
+        <div className="flex items-center justify-between">
+          <div className="flex items-center gap-2">
+            <div className="w-10 h-10 bg-primary rounded-lg flex items-center justify-center">
+              <span className="text-primary-foreground font-bold text-lg">R</span>
+            </div>
+            <span className="text-xl font-semibold">Raven</span>
+          </div>
+          {ravenAvailable && (
+            <Button variant="outline" size="sm" asChild>
+              <a href={`raven://ticket/${token}`}>
+                <ExternalLink className="h-4 w-4 mr-2" />
+                Abrir no Raven
+              </a>
+            </Button>
+          )}
+        </div>
+
+        {/* Ticket Card */}
+        <Card>
+          <CardHeader>
+            <div className="flex items-start justify-between gap-4">
+              <div>
+                <div className="flex items-center gap-2 mb-2">
+                  <Badge variant="outline" className="font-mono">
+                    #{ticket.reference}
+                  </Badge>
+                  <Badge className={statusMeta.badgeClass}>
+                    {statusMeta.label}
+                  </Badge>
+                  <Badge className={priorityMeta.badgeClass}>
+                    {priorityMeta.label}
+                  </Badge>
+                </div>
+                <CardTitle className="text-xl">{ticket.subject}</CardTitle>
+              </div>
+            </div>
+          </CardHeader>
+          <CardContent className="space-y-6">
+            {/* Informacoes */}
+            <div className="grid grid-cols-2 gap-4 text-sm">
+              <div>
+                <span className="text-muted-foreground">Solicitante</span>
+                <p className="font-medium">{ticket.requester.name}</p>
+              </div>
+              <div>
+                <span className="text-muted-foreground">Responsavel</span>
+                <p className="font-medium">{ticket.assignee?.name ?? "Nao atribuido"}</p>
+              </div>
+              <div>
+                <span className="text-muted-foreground">Criado em</span>
+                <p className="font-medium">{formatDate(ticket.createdAt)}</p>
+              </div>
+              {ticket.resolvedAt && (
+                <div>
+                  <span className="text-muted-foreground">Resolvido em</span>
+                  <p className="font-medium">{formatDate(ticket.resolvedAt)}</p>
+                </div>
+              )}
+              {ticket.company && (
+                <div>
+                  <span className="text-muted-foreground">Empresa</span>
+                  <p className="font-medium">{ticket.company.name}</p>
+                </div>
+              )}
+            </div>
+
+            {/* Resumo */}
+            {ticket.summary && (
+              <div>
+                <h3 className="text-sm font-medium text-muted-foreground mb-2">Descricao</h3>
+                <p className="text-sm whitespace-pre-wrap">{ticket.summary}</p>
+              </div>
+            )}
+
+            {/* Avaliacao */}
+            {ticket.rating && (
+              <div className="bg-muted/50 rounded-lg p-4">
+                <div className="flex items-center gap-2 mb-2">
+                  <CheckCircle className="h-4 w-4 text-emerald-500" />
+                  <span className="text-sm font-medium">Avaliacao</span>
+                </div>
+                <div className="flex items-center gap-1 mb-2">
+                  {[1, 2, 3, 4, 5].map((star) => (
+                    <span
+                      key={star}
+                      className={`text-xl ${star <= ticket.rating!.rating ? "text-amber-400" : "text-muted"}`}
+                    >
+                      ★
+                    </span>
+                  ))}
+                </div>
+                {ticket.rating.comment && (
+                  <p className="text-sm text-muted-foreground">{ticket.rating.comment}</p>
+                )}
+              </div>
+            )}
+
+            {/* Comentarios */}
+            {ticket.comments.length > 0 && (
+              <div>
+                <h3 className="text-sm font-medium text-muted-foreground mb-4 flex items-center gap-2">
+                  <MessageSquare className="h-4 w-4" />
+                  Ultimas atualizacoes
+                </h3>
+                <div className="space-y-4">
+                  {ticket.comments.map((comment) => (
+                    <div key={comment.id} className="border-l-2 border-primary pl-4">
+                      <div className="flex items-center gap-2 mb-1">
+                        <span className="text-sm font-medium">{comment.author.name}</span>
+                        <span className="text-xs text-muted-foreground flex items-center gap-1">
+                          <Clock className="h-3 w-3" />
+                          {formatDate(comment.createdAt)}
+                        </span>
+                      </div>
+                      <p className="text-sm whitespace-pre-wrap">{comment.body}</p>
+                    </div>
+                  ))}
+                </div>
+              </div>
+            )}
+          </CardContent>
+        </Card>
+
+        {/* Footer */}
+        <p className="text-center text-xs text-muted-foreground">
+          Este link expira em {tokenData ? formatDate(tokenData.expiresAt) : "breve"}.
+          <br />
+          Para acesso completo, utilize o aplicativo Raven ou acesse o portal.
+        </p>
+      </div>
+    </div>
+  )
+}
--- a/src/components/portal/portal-profile-settings.tsx
+++ b/src/components/portal/portal-profile-settings.tsx
@ -1,9 +1,11 @@
 "use client"

 import { FormEvent, useMemo, useState } from "react"
+import Link from "next/link"
 import { toast } from "sonner"
+import { Bell } from "lucide-react"

-import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Card, CardContent, CardDescription, CardFooter, CardHeader, CardTitle } from "@/components/ui/card"
 import { Input } from "@/components/ui/input"
 import { Button } from "@/components/ui/button"

@ -115,11 +117,24 @@ export function PortalProfileSettings({ initialEmail }: PortalProfileSettingsPro
          </div>
          <div className="flex justify-end">
            <Button type="submit" disabled={isSubmitting || !hasChanges}>
-              {isSubmitting ? "Salvando..." : "Salvar alterações"}
+              {isSubmitting ? "Salvando..." : "Salvar alteracoes"}
            </Button>
          </div>
        </form>
      </CardContent>
+      <CardFooter className="border-t bg-muted/30 px-6 py-4">
+        <div className="flex items-center justify-between w-full">
+          <div className="flex items-center gap-2 text-sm text-muted-foreground">
+            <Bell className="h-4 w-4" />
+            <span>Configurar notificacoes por e-mail</span>
+          </div>
+          <Button variant="outline" size="sm" asChild>
+            <Link href="/portal/profile/notifications">
+              Preferencias
+            </Link>
+          </Button>
+        </div>
+      </CardFooter>
    </Card>
  )
 }
--- a/src/components/settings/notification-preferences-form.tsx
+++ b/src/components/settings/notification-preferences-form.tsx
@ -0,0 +1,361 @@
+"use client"
+
+import { useEffect, useState } from "react"
+import { toast } from "sonner"
+import { Loader2, Bell, BellOff, Clock, Mail, Lock } from "lucide-react"
+
+import { Button } from "@/components/ui/button"
+import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Label } from "@/components/ui/label"
+import { Switch } from "@/components/ui/switch"
+import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
+import { Separator } from "@/components/ui/separator"
+import { Badge } from "@/components/ui/badge"
+import { Input } from "@/components/ui/input"
+
+interface NotificationType {
+  type: string
+  label: string
+  enabled: boolean
+  required: boolean
+  canDisable: boolean
+}
+
+interface NotificationPreferences {
+  emailEnabled: boolean
+  quietHoursStart: string | null
+  quietHoursEnd: string | null
+  timezone: string
+  digestFrequency: string
+  types: NotificationType[]
+  categoryPreferences: Record<string, boolean>
+  isStaff: boolean
+}
+
+interface NotificationPreferencesFormProps {
+  isPortal?: boolean
+}
+
+// Agrupamento de tipos de notificacao
+const TYPE_GROUPS = {
+  lifecycle: {
+    label: "Ciclo de vida do chamado",
+    description: "Notificacoes sobre abertura, resolucao e mudancas de status",
+    types: ["ticket_created", "ticket_assigned", "ticket_resolved", "ticket_reopened", "ticket_status_changed", "ticket_priority_changed"],
+  },
+  communication: {
+    label: "Comunicacao",
+    description: "Comentarios e respostas nos chamados",
+    types: ["comment_public", "comment_response", "comment_mention"],
+  },
+  sla: {
+    label: "SLA e alertas",
+    description: "Alertas de prazo e metricas",
+    types: ["sla_at_risk", "sla_breached", "sla_daily_digest"],
+  },
+  security: {
+    label: "Seguranca",
+    description: "Notificacoes de autenticacao e acesso",
+    types: ["security_password_reset", "security_email_verify", "security_email_change", "security_new_login", "security_invite"],
+  },
+}
+
+export function NotificationPreferencesForm({ isPortal = false }: NotificationPreferencesFormProps) {
+  const [loading, setLoading] = useState(true)
+  const [saving, setSaving] = useState(false)
+  const [preferences, setPreferences] = useState<NotificationPreferences | null>(null)
+  const [localTypePrefs, setLocalTypePrefs] = useState<Record<string, boolean>>({})
+
+  useEffect(() => {
+    loadPreferences()
+  }, [])
+
+  async function loadPreferences() {
+    try {
+      const response = await fetch("/api/notifications/preferences")
+      if (!response.ok) {
+        throw new Error("Erro ao carregar preferencias")
+      }
+      const data = await response.json()
+      setPreferences(data)
+
+      // Inicializa preferencias locais
+      const typePrefs: Record<string, boolean> = {}
+      data.types.forEach((t: NotificationType) => {
+        typePrefs[t.type] = t.enabled
+      })
+      setLocalTypePrefs(typePrefs)
+    } catch (error) {
+      console.error("Erro ao carregar preferencias:", error)
+      toast.error("Nao foi possivel carregar suas preferencias")
+    } finally {
+      setLoading(false)
+    }
+  }
+
+  async function savePreferences() {
+    if (!preferences) return
+
+    setSaving(true)
+    try {
+      const response = await fetch("/api/notifications/preferences", {
+        method: "PUT",
+        headers: { "Content-Type": "application/json" },
+        body: JSON.stringify({
+          emailEnabled: preferences.emailEnabled,
+          quietHoursStart: preferences.quietHoursStart,
+          quietHoursEnd: preferences.quietHoursEnd,
+          timezone: preferences.timezone,
+          digestFrequency: preferences.digestFrequency,
+          typePreferences: localTypePrefs,
+        }),
+      })
+
+      if (!response.ok) {
+        throw new Error("Erro ao salvar preferencias")
+      }
+
+      toast.success("Preferencias salvas com sucesso")
+    } catch (error) {
+      console.error("Erro ao salvar preferencias:", error)
+      toast.error("Nao foi possivel salvar suas preferencias")
+    } finally {
+      setSaving(false)
+    }
+  }
+
+  function toggleType(type: string, enabled: boolean) {
+    setLocalTypePrefs(prev => ({ ...prev, [type]: enabled }))
+  }
+
+  function toggleEmailEnabled(enabled: boolean) {
+    setPreferences(prev => prev ? { ...prev, emailEnabled: enabled } : null)
+  }
+
+  function setQuietHours(start: string | null, end: string | null) {
+    setPreferences(prev => prev ? { ...prev, quietHoursStart: start, quietHoursEnd: end } : null)
+  }
+
+  function setDigestFrequency(frequency: string) {
+    setPreferences(prev => prev ? { ...prev, digestFrequency: frequency } : null)
+  }
+
+  if (loading) {
+    return (
+      <div className="flex items-center justify-center py-12">
+        <Loader2 className="h-8 w-8 animate-spin text-muted-foreground" />
+      </div>
+    )
+  }
+
+  if (!preferences) {
+    return (
+      <Card>
+        <CardContent className="py-8">
+          <p className="text-center text-muted-foreground">
+            Nao foi possivel carregar suas preferencias de notificacao.
+          </p>
+          <div className="flex justify-center mt-4">
+            <Button onClick={loadPreferences}>Tentar novamente</Button>
+          </div>
+        </CardContent>
+      </Card>
+    )
+  }
+
+  // Filtra tipos visiveis para o usuario
+  const visibleTypes = preferences.types
+
+  // Agrupa tipos por categoria
+  const groupedTypes: Record<string, NotificationType[]> = {}
+  for (const [groupKey, group] of Object.entries(TYPE_GROUPS)) {
+    const types = visibleTypes.filter(t => group.types.includes(t.type))
+    if (types.length > 0) {
+      groupedTypes[groupKey] = types
+    }
+  }
+
+  return (
+    <div className="space-y-6">
+      {/* Configuracao global de e-mail */}
+      <Card>
+        <CardHeader>
+          <CardTitle className="flex items-center gap-2">
+            <Mail className="h-5 w-5" />
+            Notificacoes por e-mail
+          </CardTitle>
+          <CardDescription>
+            Controle se deseja receber notificacoes por e-mail.
+          </CardDescription>
+        </CardHeader>
+        <CardContent className="space-y-6">
+          <div className="flex items-center justify-between">
+            <div className="space-y-0.5">
+              <Label className="text-base">Receber e-mails</Label>
+              <p className="text-sm text-muted-foreground">
+                {preferences.emailEnabled
+                  ? "Voce recebera notificacoes por e-mail conforme suas preferencias"
+                  : "Todas as notificacoes por e-mail estao desativadas"}
+              </p>
+            </div>
+            <Switch
+              checked={preferences.emailEnabled}
+              onCheckedChange={toggleEmailEnabled}
+            />
+          </div>
+
+          {preferences.emailEnabled && preferences.isStaff && (
+            <>
+              <Separator />
+
+              {/* Horario de silencio - apenas staff */}
+              <div className="space-y-4">
+                <div className="flex items-center gap-2">
+                  <Clock className="h-4 w-4 text-muted-foreground" />
+                  <Label className="text-base">Horario de silencio</Label>
+                </div>
+                <p className="text-sm text-muted-foreground">
+                  Durante este periodo, notificacoes nao urgentes serao adiadas.
+                </p>
+                <div className="flex items-center gap-4">
+                  <div className="flex items-center gap-2">
+                    <Label htmlFor="quietStart" className="text-sm">Das</Label>
+                    <Input
+                      id="quietStart"
+                      type="time"
+                      value={preferences.quietHoursStart || ""}
+                      onChange={(e) => setQuietHours(e.target.value || null, preferences.quietHoursEnd)}
+                      className="w-32"
+                    />
+                  </div>
+                  <div className="flex items-center gap-2">
+                    <Label htmlFor="quietEnd" className="text-sm">as</Label>
+                    <Input
+                      id="quietEnd"
+                      type="time"
+                      value={preferences.quietHoursEnd || ""}
+                      onChange={(e) => setQuietHours(preferences.quietHoursStart, e.target.value || null)}
+                      className="w-32"
+                    />
+                  </div>
+                  {(preferences.quietHoursStart || preferences.quietHoursEnd) && (
+                    <Button
+                      variant="ghost"
+                      size="sm"
+                      onClick={() => setQuietHours(null, null)}
+                    >
+                      Limpar
+                    </Button>
+                  )}
+                </div>
+              </div>
+
+              <Separator />
+
+              {/* Frequencia de resumo - apenas staff */}
+              <div className="space-y-4">
+                <Label className="text-base">Frequencia de resumo</Label>
+                <p className="text-sm text-muted-foreground">
+                  Como voce prefere receber as notificacoes nao urgentes.
+                </p>
+                <Select
+                  value={preferences.digestFrequency}
+                  onValueChange={setDigestFrequency}
+                >
+                  <SelectTrigger className="w-[200px]">
+                    <SelectValue />
+                  </SelectTrigger>
+                  <SelectContent>
+                    <SelectItem value="immediate">Imediato</SelectItem>
+                    <SelectItem value="daily">Resumo diario</SelectItem>
+                    <SelectItem value="weekly">Resumo semanal</SelectItem>
+                  </SelectContent>
+                </Select>
+              </div>
+            </>
+          )}
+        </CardContent>
+      </Card>
+
+      {/* Tipos de notificacao */}
+      {preferences.emailEnabled && (
+        <Card>
+          <CardHeader>
+            <CardTitle className="flex items-center gap-2">
+              <Bell className="h-5 w-5" />
+              Tipos de notificacao
+            </CardTitle>
+            <CardDescription>
+              Escolha quais tipos de notificacao deseja receber.
+              {!preferences.isStaff && (
+                <span className="block mt-1 text-amber-600">
+                  Algumas notificacoes sao obrigatorias e nao podem ser desativadas.
+                </span>
+              )}
+            </CardDescription>
+          </CardHeader>
+          <CardContent className="space-y-8">
+            {Object.entries(groupedTypes).map(([groupKey, types]) => {
+              const group = TYPE_GROUPS[groupKey as keyof typeof TYPE_GROUPS]
+              return (
+                <div key={groupKey} className="space-y-4">
+                  <div>
+                    <h3 className="font-medium">{group.label}</h3>
+                    <p className="text-sm text-muted-foreground">{group.description}</p>
+                  </div>
+                  <div className="space-y-3">
+                    {types.map((notifType) => (
+                      <div
+                        key={notifType.type}
+                        className="flex items-center justify-between rounded-lg border p-4"
+                      >
+                        <div className="flex items-center gap-3">
+                          {notifType.required ? (
+                            <Lock className="h-4 w-4 text-muted-foreground" />
+                          ) : localTypePrefs[notifType.type] ? (
+                            <Bell className="h-4 w-4 text-primary" />
+                          ) : (
+                            <BellOff className="h-4 w-4 text-muted-foreground" />
+                          )}
+                          <div>
+                            <Label className="text-sm font-medium">
+                              {notifType.label}
+                            </Label>
+                            {notifType.required && (
+                              <Badge variant="secondary" className="ml-2 text-xs">
+                                Obrigatorio
+                              </Badge>
+                            )}
+                          </div>
+                        </div>
+                        <Switch
+                          checked={localTypePrefs[notifType.type] ?? notifType.enabled}
+                          onCheckedChange={(checked) => toggleType(notifType.type, checked)}
+                          disabled={!notifType.canDisable}
+                        />
+                      </div>
+                    ))}
+                  </div>
+                </div>
+              )
+            })}
+          </CardContent>
+        </Card>
+      )}
+
+      {/* Botao de salvar */}
+      <div className="flex justify-end">
+        <Button onClick={savePreferences} disabled={saving}>
+          {saving ? (
+            <>
+              <Loader2 className="mr-2 h-4 w-4 animate-spin" />
+              Salvando...
+            </>
+          ) : (
+            "Salvar preferencias"
+          )}
+        </Button>
+      </div>
+    </div>
+  )
+}
--- a/src/components/settings/settings-content.tsx
+++ b/src/components/settings/settings-content.tsx
@ -84,10 +84,18 @@ const SETTINGS_ACTIONS: SettingsAction[] = [
    icon: MessageSquareText,
  },
  {
-    title: "Preferências da equipe",
-    description: "Defina padrões de notificação e comportamento do modo play para toda a equipe.",
+    title: "Notificacoes por e-mail",
+    description: "Configure quais notificacoes por e-mail deseja receber e como recebe-las.",
+    href: "/settings/notifications",
+    cta: "Configurar notificacoes",
+    requiredRole: "staff",
+    icon: BellRing,
+  },
+  {
+    title: "Preferencias da equipe",
+    description: "Defina padroes de notificacao e comportamento do modo play para toda a equipe.",
    href: "#preferencias",
-    cta: "Ajustar preferências",
+    cta: "Ajustar preferencias",
    requiredRole: "staff",
    icon: Settings2,
  },
--- a/src/server/email/email-service.ts
+++ b/src/server/email/email-service.ts
@ -0,0 +1,305 @@
+/**
+ * Serviço centralizado de envio de e-mails
+ * Sistema de Chamados Raven
+ */
+
+import { sendSmtpMail } from "../email-smtp"
+import { renderTemplate, type TemplateData, type TemplateName } from "./email-templates"
+
+// ============================================
+// Tipos
+// ============================================
+
+export type NotificationType =
+  // Ciclo de vida do ticket
+  | "ticket_created"
+  | "ticket_assigned"
+  | "ticket_resolved"
+  | "ticket_reopened"
+  | "ticket_status_changed"
+  | "ticket_priority_changed"
+  // Comunicação
+  | "comment_public"
+  | "comment_response"
+  | "comment_mention"
+  // SLA
+  | "sla_at_risk"
+  | "sla_breached"
+  | "sla_daily_digest"
+  // Autenticação
+  | "security_password_reset"
+  | "security_email_verify"
+  | "security_email_change"
+  | "security_new_login"
+  | "security_invite"
+
+export interface NotificationConfig {
+  label: string
+  defaultEnabled: boolean
+  staffOnly?: boolean
+  required?: boolean
+  collaboratorCanDisable?: boolean
+}
+
+export const NOTIFICATION_TYPES: Record<NotificationType, NotificationConfig> = {
+  // Ciclo de vida do ticket
+  ticket_created: {
+    label: "Abertura de chamado",
+    defaultEnabled: true,
+    required: true,
+  },
+  ticket_assigned: {
+    label: "Atribuição de chamado",
+    defaultEnabled: true,
+    collaboratorCanDisable: false,
+  },
+  ticket_resolved: {
+    label: "Resolução de chamado",
+    defaultEnabled: true,
+    required: true,
+  },
+  ticket_reopened: {
+    label: "Reabertura de chamado",
+    defaultEnabled: true,
+    collaboratorCanDisable: true,
+  },
+  ticket_status_changed: {
+    label: "Mudança de status",
+    defaultEnabled: false,
+    collaboratorCanDisable: true,
+  },
+  ticket_priority_changed: {
+    label: "Mudança de prioridade",
+    defaultEnabled: true,
+    collaboratorCanDisable: true,
+  },
+  // Comunicação
+  comment_public: {
+    label: "Comentários públicos",
+    defaultEnabled: true,
+    collaboratorCanDisable: true,
+  },
+  comment_response: {
+    label: "Resposta do solicitante",
+    defaultEnabled: true,
+    staffOnly: true,
+  },
+  comment_mention: {
+    label: "Menções em comentários",
+    defaultEnabled: true,
+    staffOnly: true,
+  },
+  // SLA
+  sla_at_risk: {
+    label: "SLA em risco",
+    defaultEnabled: true,
+    staffOnly: true,
+  },
+  sla_breached: {
+    label: "SLA violado",
+    defaultEnabled: true,
+    staffOnly: true,
+  },
+  sla_daily_digest: {
+    label: "Resumo diário de SLA",
+    defaultEnabled: false,
+    staffOnly: true,
+  },
+  // Autenticação
+  security_password_reset: {
+    label: "Redefinição de senha",
+    defaultEnabled: true,
+    required: true,
+  },
+  security_email_verify: {
+    label: "Verificação de e-mail",
+    defaultEnabled: true,
+    required: true,
+  },
+  security_email_change: {
+    label: "Alteração de e-mail",
+    defaultEnabled: true,
+    required: true,
+  },
+  security_new_login: {
+    label: "Novo login detectado",
+    defaultEnabled: true,
+    collaboratorCanDisable: false,
+  },
+  security_invite: {
+    label: "Convite de usuário",
+    defaultEnabled: true,
+    required: true,
+  },
+}
+
+export interface EmailRecipient {
+  email: string
+  name?: string
+  userId?: string
+  role?: "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR"
+}
+
+export interface SendEmailOptions {
+  to: EmailRecipient | EmailRecipient[]
+  subject: string
+  template: TemplateName
+  data: TemplateData
+  notificationType?: NotificationType
+  tenantId?: string
+  skipPreferenceCheck?: boolean
+}
+
+export interface SendEmailResult {
+  success: boolean
+  skipped?: boolean
+  reason?: string
+  recipientCount?: number
+}
+
+// ============================================
+// Configuração SMTP
+// ============================================
+
+function getSmtpConfig() {
+  const host = process.env.SMTP_HOST
+  const port = process.env.SMTP_PORT
+  const username = process.env.SMTP_USER
+  const password = process.env.SMTP_PASS
+  const fromEmail = process.env.SMTP_FROM_EMAIL
+  const fromName = process.env.SMTP_FROM_NAME ?? "Sistema de Chamados"
+
+  if (!host || !port || !username || !password || !fromEmail) {
+    return null
+  }
+
+  return {
+    host,
+    port: parseInt(port, 10),
+    username,
+    password,
+    from: `"${fromName}" <${fromEmail}>`,
+    tls: process.env.SMTP_SECURE === "true",
+    rejectUnauthorized: false,
+    timeoutMs: 15000,
+  }
+}
+
+// ============================================
+// Serviço de E-mail
+// ============================================
+
+/**
+ * Envia um e-mail usando o sistema de templates
+ */
+export async function sendEmail(options: SendEmailOptions): Promise<SendEmailResult> {
+  const config = getSmtpConfig()
+
+  if (!config) {
+    console.warn("[EmailService] SMTP não configurado, e-mail ignorado")
+    return { success: false, skipped: true, reason: "smtp_not_configured" }
+  }
+
+  const recipients = Array.isArray(options.to) ? options.to : [options.to]
+
+  if (recipients.length === 0) {
+    return { success: false, skipped: true, reason: "no_recipients" }
+  }
+
+  // Renderiza o template
+  const html = renderTemplate(options.template, options.data)
+
+  // Extrai apenas os e-mails
+  const emailAddresses = recipients.map((r) => r.email)
+
+  try {
+    await sendSmtpMail(config, emailAddresses, options.subject, html)
+
+    console.log(`[EmailService] E-mail enviado para ${emailAddresses.length} destinatário(s)`)
+
+    return {
+      success: true,
+      recipientCount: emailAddresses.length,
+    }
+  } catch (error) {
+    console.error("[EmailService] Erro ao enviar e-mail:", error)
+    return {
+      success: false,
+      reason: error instanceof Error ? error.message : "unknown_error",
+    }
+  }
+}
+
+/**
+ * Verifica se um tipo de notificação é obrigatório
+ */
+export function isRequiredNotification(type: NotificationType): boolean {
+  return NOTIFICATION_TYPES[type]?.required === true
+}
+
+/**
+ * Verifica se um tipo de notificação é apenas para staff
+ */
+export function isStaffOnlyNotification(type: NotificationType): boolean {
+  return NOTIFICATION_TYPES[type]?.staffOnly === true
+}
+
+/**
+ * Verifica se um colaborador pode desativar um tipo de notificação
+ */
+export function canCollaboratorDisable(type: NotificationType): boolean {
+  return NOTIFICATION_TYPES[type]?.collaboratorCanDisable === true
+}
+
+/**
+ * Retorna o label de um tipo de notificação
+ */
+export function getNotificationLabel(type: NotificationType): string {
+  return NOTIFICATION_TYPES[type]?.label ?? type
+}
+
+/**
+ * Retorna todos os tipos de notificação disponíveis para um role
+ */
+export function getAvailableNotificationTypes(role: "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR"): NotificationType[] {
+  const isStaff = ["ADMIN", "MANAGER", "AGENT"].includes(role)
+
+  return (Object.entries(NOTIFICATION_TYPES) as [NotificationType, NotificationConfig][])
+    .filter(([, config]) => {
+      if (config.staffOnly && !isStaff) return false
+      return true
+    })
+    .map(([type]) => type)
+}
+
+/**
+ * Retorna os tipos de notificação que um colaborador pode desativar
+ */
+export function getCollaboratorDisableableTypes(): NotificationType[] {
+  return (Object.entries(NOTIFICATION_TYPES) as [NotificationType, NotificationConfig][])
+    .filter(([, config]) => config.collaboratorCanDisable === true)
+    .map(([type]) => type)
+}
+
+// ============================================
+// E-mail de Teste
+// ============================================
+
+const TEST_EMAIL_RECIPIENT = process.env.TEST_EMAIL_RECIPIENT ?? "monkeyesdras@gmail.com"
+
+/**
+ * Envia um e-mail de teste
+ */
+export async function sendTestEmail(to?: string): Promise<SendEmailResult> {
+  return sendEmail({
+    to: { email: to ?? TEST_EMAIL_RECIPIENT },
+    subject: "Teste - Sistema de Chamados Raven",
+    template: "test",
+    data: {
+      title: "E-mail de Teste",
+      message: "Este é um e-mail de teste do Sistema de Chamados Raven.",
+      timestamp: new Date().toLocaleString("pt-BR", { timeZone: "America/Sao_Paulo" }),
+    },
+    skipPreferenceCheck: true,
+  })
+}
--- a/src/server/email/email-templates.ts
+++ b/src/server/email/email-templates.ts
@ -0,0 +1,767 @@
+/**
+ * Sistema de Templates de E-mail
+ * Sistema de Chamados Raven
+ */
+
+// ============================================
+// Tipos
+// ============================================
+
+export type TemplateName =
+  | "test"
+  | "ticket_created"
+  | "ticket_resolved"
+  | "ticket_assigned"
+  | "ticket_status"
+  | "ticket_comment"
+  | "password_reset"
+  | "email_verify"
+  | "invite"
+  | "new_login"
+  | "sla_warning"
+  | "sla_breached"
+
+export type TemplateData = Record<string, unknown>
+
+// ============================================
+// Design Tokens
+// ============================================
+
+const COLORS = {
+  // Primárias
+  primary: "#00e8ff",
+  primaryDark: "#00c4d6",
+  primaryForeground: "#020617",
+
+  // Background
+  background: "#f7f8fb",
+  card: "#ffffff",
+  border: "#e2e8f0",
+
+  // Texto
+  textPrimary: "#0f172a",
+  textSecondary: "#475569",
+  textMuted: "#64748b",
+
+  // Status
+  statusPending: "#64748b",
+  statusPendingBg: "#f1f5f9",
+  statusProgress: "#0ea5e9",
+  statusProgressBg: "#e0f2fe",
+  statusPaused: "#f59e0b",
+  statusPausedBg: "#fef3c7",
+  statusResolved: "#10b981",
+  statusResolvedBg: "#d1fae5",
+
+  // Prioridade
+  priorityLow: "#64748b",
+  priorityLowBg: "#f1f5f9",
+  priorityMedium: "#0a4760",
+  priorityMediumBg: "#dff1fb",
+  priorityHigh: "#7d3b05",
+  priorityHighBg: "#fde8d1",
+  priorityUrgent: "#8b0f1c",
+  priorityUrgentBg: "#fbd9dd",
+
+  // Estrelas
+  starActive: "#fbbf24",
+  starInactive: "#d1d5db",
+}
+
+// ============================================
+// Helpers
+// ============================================
+
+function escapeHtml(str: unknown): string {
+  if (str === null || str === undefined) return ""
+  const s = String(str)
+  return s
+    .replace(/&/g, "&amp;")
+    .replace(/</g, "&lt;")
+    .replace(/>/g, "&gt;")
+    .replace(/"/g, "&quot;")
+    .replace(/'/g, "&#39;")
+}
+
+function formatDate(date: Date | string | number, options?: Intl.DateTimeFormatOptions): string {
+  const d = date instanceof Date ? date : new Date(date)
+  return d.toLocaleDateString("pt-BR", {
+    timeZone: "America/Sao_Paulo",
+    day: "2-digit",
+    month: "2-digit",
+    year: "numeric",
+    hour: "2-digit",
+    minute: "2-digit",
+    ...options,
+  })
+}
+
+// ============================================
+// Componentes de E-mail
+// ============================================
+
+function getStatusStyle(status: string): { bg: string; color: string; label: string } {
+  const statusMap: Record<string, { bg: string; color: string; label: string }> = {
+    PENDING: { bg: COLORS.statusPendingBg, color: COLORS.statusPending, label: "Pendente" },
+    AWAITING_ATTENDANCE: { bg: COLORS.statusProgressBg, color: COLORS.statusProgress, label: "Em andamento" },
+    PAUSED: { bg: COLORS.statusPausedBg, color: COLORS.statusPaused, label: "Pausado" },
+    RESOLVED: { bg: COLORS.statusResolvedBg, color: COLORS.statusResolved, label: "Resolvido" },
+  }
+  return statusMap[status] ?? { bg: COLORS.statusPendingBg, color: COLORS.statusPending, label: status }
+}
+
+function getPriorityStyle(priority: string): { bg: string; color: string; label: string } {
+  const priorityMap: Record<string, { bg: string; color: string; label: string }> = {
+    LOW: { bg: COLORS.priorityLowBg, color: COLORS.priorityLow, label: "Baixa" },
+    MEDIUM: { bg: COLORS.priorityMediumBg, color: COLORS.priorityMedium, label: "Média" },
+    HIGH: { bg: COLORS.priorityHighBg, color: COLORS.priorityHigh, label: "Alta" },
+    URGENT: { bg: COLORS.priorityUrgentBg, color: COLORS.priorityUrgent, label: "Urgente" },
+  }
+  return priorityMap[priority] ?? { bg: COLORS.priorityMediumBg, color: COLORS.priorityMedium, label: priority }
+}
+
+function badge(label: string, bg: string, color: string): string {
+  return `<span style="display:inline-block;padding:4px 12px;border-radius:16px;font-size:12px;font-weight:500;background:${bg};color:${color};">${escapeHtml(label)}</span>`
+}
+
+function statusBadge(status: string): string {
+  const style = getStatusStyle(status)
+  return badge(style.label, style.bg, style.color)
+}
+
+function priorityBadge(priority: string): string {
+  const style = getPriorityStyle(priority)
+  return badge(style.label, style.bg, style.color)
+}
+
+function button(label: string, url: string, variant: "primary" | "secondary" = "primary"): string {
+  const bg = variant === "primary" ? COLORS.primary : COLORS.card
+  const color = variant === "primary" ? COLORS.primaryForeground : COLORS.textPrimary
+  const border = variant === "primary" ? COLORS.primary : COLORS.border
+
+  return `<a href="${escapeHtml(url)}" style="display:inline-block;padding:12px 24px;background:${bg};color:${color};text-decoration:none;border-radius:8px;font-weight:600;font-size:14px;border:1px solid ${border};">${escapeHtml(label)}</a>`
+}
+
+function ticketInfoCard(data: {
+  reference: number | string
+  subject: string
+  status?: string
+  priority?: string
+  requesterName?: string
+  assigneeName?: string
+  createdAt?: Date | string
+}): string {
+  const rows: string[] = []
+
+  rows.push(`
+    <tr>
+      <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;vertical-align:top;">Chamado</td>
+      <td style="color:${COLORS.textPrimary};font-size:14px;font-weight:600;padding:4px 0;">#${escapeHtml(data.reference)}</td>
+    </tr>
+  `)
+
+  rows.push(`
+    <tr>
+      <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;vertical-align:top;">Assunto</td>
+      <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${escapeHtml(data.subject)}</td>
+    </tr>
+  `)
+
+  if (data.status) {
+    rows.push(`
+      <tr>
+        <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;vertical-align:top;">Status</td>
+        <td style="padding:4px 0;">${statusBadge(data.status)}</td>
+      </tr>
+    `)
+  }
+
+  if (data.priority) {
+    rows.push(`
+      <tr>
+        <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;vertical-align:top;">Prioridade</td>
+        <td style="padding:4px 0;">${priorityBadge(data.priority)}</td>
+      </tr>
+    `)
+  }
+
+  if (data.requesterName) {
+    rows.push(`
+      <tr>
+        <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;vertical-align:top;">Solicitante</td>
+        <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${escapeHtml(data.requesterName)}</td>
+      </tr>
+    `)
+  }
+
+  if (data.assigneeName) {
+    rows.push(`
+      <tr>
+        <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;vertical-align:top;">Responsável</td>
+        <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${escapeHtml(data.assigneeName)}</td>
+      </tr>
+    `)
+  }
+
+  if (data.createdAt) {
+    rows.push(`
+      <tr>
+        <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;vertical-align:top;">Criado em</td>
+        <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${formatDate(data.createdAt)}</td>
+      </tr>
+    `)
+  }
+
+  return `
+    <table width="100%" cellpadding="0" cellspacing="0" style="background:${COLORS.background};border-radius:8px;margin:16px 0;">
+      <tr>
+        <td style="padding:16px;">
+          <table width="100%" cellpadding="0" cellspacing="0">
+            ${rows.join("")}
+          </table>
+        </td>
+      </tr>
+    </table>
+  `
+}
+
+function ratingStars(rateUrl: string): string {
+  const stars: string[] = []
+  for (let i = 1; i <= 5; i++) {
+    stars.push(`
+      <td style="padding:0 4px;">
+        <a href="${escapeHtml(rateUrl)}?rating=${i}" style="text-decoration:none;font-size:28px;color:${COLORS.starActive};">&#9733;</a>
+      </td>
+    `)
+  }
+
+  return `
+    <table cellpadding="0" cellspacing="0" style="margin:16px 0;">
+      <tr>
+        ${stars.join("")}
+      </tr>
+    </table>
+    <p style="color:${COLORS.textMuted};font-size:12px;margin:4px 0 0 0;">Clique em uma estrela para avaliar</p>
+  `
+}
+
+// ============================================
+// Template Base
+// ============================================
+
+function baseTemplate(content: string, data: TemplateData): string {
+  const appUrl = process.env.NEXT_PUBLIC_APP_URL ?? "https://tickets.esdrasrenan.com.br"
+  const preferencesUrl = `${appUrl}/settings/notifications`
+  const helpUrl = `${appUrl}/help`
+
+  return `<!DOCTYPE html>
+<html lang="pt-BR">
+<head>
+  <meta charset="utf-8">
+  <meta name="viewport" content="width=device-width, initial-scale=1.0">
+  <meta http-equiv="X-UA-Compatible" content="IE=edge">
+  <title>${escapeHtml(data.subject ?? "Notificação")}</title>
+  <!--[if mso]>
+  <noscript>
+    <xml>
+      <o:OfficeDocumentSettings>
+        <o:PixelsPerInch>96</o:PixelsPerInch>
+      </o:OfficeDocumentSettings>
+    </xml>
+  </noscript>
+  <![endif]-->
+</head>
+<body style="margin:0;padding:0;background:${COLORS.background};font-family:'Inter',-apple-system,BlinkMacSystemFont,'Segoe UI',Roboto,'Helvetica Neue',Arial,sans-serif;-webkit-font-smoothing:antialiased;">
+
+  <table width="100%" cellpadding="0" cellspacing="0" style="background:${COLORS.background};padding:32px 16px;">
+    <tr>
+      <td align="center">
+        <table width="600" cellpadding="0" cellspacing="0" style="max-width:600px;width:100%;">
+
+          <!-- Header com logo -->
+          <tr>
+            <td style="padding:0 0 24px 0;text-align:center;">
+              <table cellpadding="0" cellspacing="0" style="margin:0 auto;">
+                <tr>
+                  <td style="background:${COLORS.primary};width:40px;height:40px;border-radius:8px;text-align:center;vertical-align:middle;">
+                    <span style="color:${COLORS.primaryForeground};font-size:20px;font-weight:bold;">R</span>
+                  </td>
+                  <td style="padding-left:12px;">
+                    <span style="color:${COLORS.textPrimary};font-size:20px;font-weight:600;">Raven</span>
+                  </td>
+                </tr>
+              </table>
+            </td>
+          </tr>
+
+          <!-- Card principal -->
+          <tr>
+            <td style="background:${COLORS.card};border-radius:12px;padding:32px;border:1px solid ${COLORS.border};">
+              ${content}
+            </td>
+          </tr>
+
+          <!-- Footer -->
+          <tr>
+            <td style="padding:24px 0;text-align:center;">
+              <p style="color:${COLORS.textMuted};font-size:12px;margin:0 0 8px 0;">
+                Este e-mail foi enviado pelo Sistema de Chamados Raven.
+              </p>
+              <p style="margin:0;">
+                <a href="${preferencesUrl}" style="color:${COLORS.primaryDark};font-size:12px;text-decoration:none;">Gerenciar notificações</a>
+                <span style="color:${COLORS.textMuted};margin:0 8px;">|</span>
+                <a href="${helpUrl}" style="color:${COLORS.primaryDark};font-size:12px;text-decoration:none;">Ajuda</a>
+              </p>
+            </td>
+          </tr>
+
+        </table>
+      </td>
+    </tr>
+  </table>
+
+</body>
+</html>`
+}
+
+// ============================================
+// Templates
+// ============================================
+
+const templates: Record<TemplateName, (data: TemplateData) => string> = {
+  // Template de teste
+  test: (data) => {
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 16px 0;">
+        ${escapeHtml(data.title)}
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        ${escapeHtml(data.message)}
+      </p>
+      <p style="color:${COLORS.textMuted};font-size:12px;margin:0;">
+        Enviado em: ${escapeHtml(data.timestamp)}
+      </p>
+    `,
+      data
+    )
+  },
+
+  // Abertura de chamado
+  ticket_created: (data) => {
+    const viewUrl = data.viewUrl as string
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        Chamado Aberto
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        Seu chamado foi registrado com sucesso. Nossa equipe irá analisá-lo em breve.
+      </p>
+
+      ${ticketInfoCard({
+        reference: data.reference as number,
+        subject: data.subject as string,
+        status: data.status as string,
+        priority: data.priority as string,
+        createdAt: data.createdAt as string,
+      })}
+
+      <div style="text-align:center;margin-top:24px;">
+        ${button("Ver Chamado", viewUrl)}
+      </div>
+    `,
+      data
+    )
+  },
+
+  // Resolução de chamado
+  ticket_resolved: (data) => {
+    const viewUrl = data.viewUrl as string
+    const rateUrl = data.rateUrl as string
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        Chamado Resolvido
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        Seu chamado foi marcado como resolvido. Esperamos que o atendimento tenha sido satisfatório!
+      </p>
+
+      ${ticketInfoCard({
+        reference: data.reference as number,
+        subject: data.subject as string,
+        status: "RESOLVED",
+        assigneeName: data.assigneeName as string,
+      })}
+
+      ${
+        data.resolutionSummary
+          ? `
+        <div style="background:${COLORS.statusResolvedBg};border-radius:8px;padding:16px;margin:16px 0;">
+          <p style="color:${COLORS.statusResolved};font-size:12px;font-weight:600;margin:0 0 8px 0;">RESUMO DA RESOLUÇÃO</p>
+          <p style="color:${COLORS.textPrimary};font-size:14px;line-height:1.6;margin:0;">${escapeHtml(data.resolutionSummary)}</p>
+        </div>
+      `
+          : ""
+      }
+
+      <div style="text-align:center;margin:32px 0 16px 0;">
+        <p style="color:${COLORS.textPrimary};font-size:16px;font-weight:600;margin:0 0 8px 0;">Como foi o atendimento?</p>
+        <p style="color:${COLORS.textSecondary};font-size:14px;margin:0 0 16px 0;">Sua avaliação nos ajuda a melhorar!</p>
+        ${ratingStars(rateUrl)}
+      </div>
+
+      <div style="text-align:center;margin-top:24px;">
+        ${button("Ver Chamado", viewUrl)}
+      </div>
+    `,
+      data
+    )
+  },
+
+  // Atribuição de chamado
+  ticket_assigned: (data) => {
+    const viewUrl = data.viewUrl as string
+    const isForRequester = data.isForRequester as boolean
+
+    const title = isForRequester ? "Agente Atribuído ao Chamado" : "Novo Chamado Atribuído"
+    const message = isForRequester
+      ? `O agente ${escapeHtml(data.assigneeName)} foi atribuído ao seu chamado e em breve entrará em contato.`
+      : `Um novo chamado foi atribuído a você. Por favor, verifique os detalhes abaixo.`
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        ${title}
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        ${message}
+      </p>
+
+      ${ticketInfoCard({
+        reference: data.reference as number,
+        subject: data.subject as string,
+        status: data.status as string,
+        priority: data.priority as string,
+        requesterName: data.requesterName as string,
+        assigneeName: data.assigneeName as string,
+      })}
+
+      <div style="text-align:center;margin-top:24px;">
+        ${button("Ver Chamado", viewUrl)}
+      </div>
+    `,
+      data
+    )
+  },
+
+  // Mudança de status
+  ticket_status: (data) => {
+    const viewUrl = data.viewUrl as string
+    const oldStatus = getStatusStyle(data.oldStatus as string)
+    const newStatus = getStatusStyle(data.newStatus as string)
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        Status Atualizado
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        O status do seu chamado foi alterado.
+      </p>
+
+      ${ticketInfoCard({
+        reference: data.reference as number,
+        subject: data.subject as string,
+      })}
+
+      <div style="text-align:center;margin:24px 0;">
+        <table cellpadding="0" cellspacing="0" style="margin:0 auto;">
+          <tr>
+            <td style="text-align:center;">
+              ${badge(oldStatus.label, oldStatus.bg, oldStatus.color)}
+            </td>
+            <td style="padding:0 16px;color:${COLORS.textMuted};font-size:20px;">→</td>
+            <td style="text-align:center;">
+              ${badge(newStatus.label, newStatus.bg, newStatus.color)}
+            </td>
+          </tr>
+        </table>
+      </div>
+
+      <div style="text-align:center;margin-top:24px;">
+        ${button("Ver Chamado", viewUrl)}
+      </div>
+    `,
+      data
+    )
+  },
+
+  // Novo comentário
+  ticket_comment: (data) => {
+    const viewUrl = data.viewUrl as string
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        Nova Atualização no Chamado
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        ${escapeHtml(data.authorName)} adicionou um comentário ao seu chamado.
+      </p>
+
+      ${ticketInfoCard({
+        reference: data.reference as number,
+        subject: data.subject as string,
+      })}
+
+      <div style="background:${COLORS.background};border-radius:8px;padding:16px;margin:16px 0;border-left:4px solid ${COLORS.primary};">
+        <p style="color:${COLORS.textMuted};font-size:12px;margin:0 0 8px 0;">
+          ${escapeHtml(data.authorName)} • ${formatDate(data.commentedAt as string)}
+        </p>
+        <p style="color:${COLORS.textPrimary};font-size:14px;line-height:1.6;margin:0;">
+          ${escapeHtml(data.commentBody)}
+        </p>
+      </div>
+
+      <div style="text-align:center;margin-top:24px;">
+        ${button("Ver Chamado", viewUrl)}
+      </div>
+    `,
+      data
+    )
+  },
+
+  // Reset de senha
+  password_reset: (data) => {
+    const resetUrl = data.resetUrl as string
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        Redefinição de Senha
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        Recebemos uma solicitação para redefinir a senha da sua conta. Se você não fez essa solicitação, pode ignorar este e-mail.
+      </p>
+
+      <div style="text-align:center;margin:32px 0;">
+        ${button("Redefinir Senha", resetUrl)}
+      </div>
+
+      <p style="color:${COLORS.textMuted};font-size:12px;margin:24px 0 0 0;">
+        Este link expira em 24 horas. Se você não solicitou a redefinição de senha,
+        pode ignorar este e-mail com segurança.
+      </p>
+    `,
+      data
+    )
+  },
+
+  // Verificação de e-mail
+  email_verify: (data) => {
+    const verifyUrl = data.verifyUrl as string
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        Confirme seu E-mail
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        Clique no botão abaixo para confirmar seu endereço de e-mail e ativar sua conta.
+      </p>
+
+      <div style="text-align:center;margin:32px 0;">
+        ${button("Confirmar E-mail", verifyUrl)}
+      </div>
+
+      <p style="color:${COLORS.textMuted};font-size:12px;margin:24px 0 0 0;">
+        Se você não criou uma conta, pode ignorar este e-mail com segurança.
+      </p>
+    `,
+      data
+    )
+  },
+
+  // Convite de usuário
+  invite: (data) => {
+    const inviteUrl = data.inviteUrl as string
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        Você foi convidado!
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        ${escapeHtml(data.inviterName)} convidou você para acessar o Sistema de Chamados Raven.
+      </p>
+
+      <div style="background:${COLORS.background};border-radius:8px;padding:16px;margin:16px 0;">
+        <table width="100%" cellpadding="0" cellspacing="0">
+          <tr>
+            <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;">Função</td>
+            <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${escapeHtml(data.roleName)}</td>
+          </tr>
+          ${
+            data.companyName
+              ? `
+          <tr>
+            <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;">Empresa</td>
+            <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${escapeHtml(data.companyName)}</td>
+          </tr>
+          `
+              : ""
+          }
+        </table>
+      </div>
+
+      <div style="text-align:center;margin:32px 0;">
+        ${button("Aceitar Convite", inviteUrl)}
+      </div>
+
+      <p style="color:${COLORS.textMuted};font-size:12px;margin:24px 0 0 0;">
+        Este convite expira em 7 dias. Se você não esperava este convite, pode ignorá-lo com segurança.
+      </p>
+    `,
+      data
+    )
+  },
+
+  // Novo login detectado
+  new_login: (data) => {
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.textPrimary};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        Novo Acesso Detectado
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        Detectamos um novo acesso à sua conta. Se foi você, pode ignorar este e-mail.
+      </p>
+
+      <div style="background:${COLORS.background};border-radius:8px;padding:16px;margin:16px 0;">
+        <table width="100%" cellpadding="0" cellspacing="0">
+          <tr>
+            <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;">Data/Hora</td>
+            <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${formatDate(data.loginAt as string)}</td>
+          </tr>
+          <tr>
+            <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;">Dispositivo</td>
+            <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${escapeHtml(data.userAgent)}</td>
+          </tr>
+          <tr>
+            <td style="color:${COLORS.textMuted};font-size:12px;padding:4px 8px 4px 0;">Endereço IP</td>
+            <td style="color:${COLORS.textPrimary};font-size:14px;padding:4px 0;">${escapeHtml(data.ipAddress)}</td>
+          </tr>
+        </table>
+      </div>
+
+      <p style="color:${COLORS.textMuted};font-size:12px;margin:24px 0 0 0;">
+        Se você não reconhece este acesso, recomendamos alterar sua senha imediatamente.
+      </p>
+    `,
+      data
+    )
+  },
+
+  // Alerta de SLA em risco
+  sla_warning: (data) => {
+    const viewUrl = data.viewUrl as string
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.statusPaused};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        SLA em Risco
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        O chamado abaixo está próximo de violar o SLA. Ação necessária!
+      </p>
+
+      ${ticketInfoCard({
+        reference: data.reference as number,
+        subject: data.subject as string,
+        status: data.status as string,
+        priority: data.priority as string,
+        requesterName: data.requesterName as string,
+        assigneeName: data.assigneeName as string,
+      })}
+
+      <div style="background:${COLORS.statusPausedBg};border-radius:8px;padding:16px;margin:16px 0;">
+        <p style="color:${COLORS.statusPaused};font-size:14px;font-weight:600;margin:0 0 8px 0;">
+          Tempo restante: ${escapeHtml(data.timeRemaining)}
+        </p>
+        <p style="color:${COLORS.textSecondary};font-size:12px;margin:0;">
+          Prazo: ${formatDate(data.dueAt as string)}
+        </p>
+      </div>
+
+      <div style="text-align:center;margin-top:24px;">
+        ${button("Ver Chamado", viewUrl)}
+      </div>
+    `,
+      data
+    )
+  },
+
+  // Alerta de SLA violado
+  sla_breached: (data) => {
+    const viewUrl = data.viewUrl as string
+
+    return baseTemplate(
+      `
+      <h1 style="color:${COLORS.priorityUrgent};font-size:24px;font-weight:600;margin:0 0 8px 0;">
+        SLA Violado
+      </h1>
+      <p style="color:${COLORS.textSecondary};font-size:14px;line-height:1.6;margin:0 0 24px 0;">
+        O chamado abaixo violou o SLA estabelecido. Atenção urgente necessária!
+      </p>
+
+      ${ticketInfoCard({
+        reference: data.reference as number,
+        subject: data.subject as string,
+        status: data.status as string,
+        priority: data.priority as string,
+        requesterName: data.requesterName as string,
+        assigneeName: data.assigneeName as string,
+      })}
+
+      <div style="background:${COLORS.priorityUrgentBg};border-radius:8px;padding:16px;margin:16px 0;">
+        <p style="color:${COLORS.priorityUrgent};font-size:14px;font-weight:600;margin:0 0 8px 0;">
+          Tempo excedido: ${escapeHtml(data.timeExceeded)}
+        </p>
+        <p style="color:${COLORS.textSecondary};font-size:12px;margin:0;">
+          Prazo era: ${formatDate(data.dueAt as string)}
+        </p>
+      </div>
+
+      <div style="text-align:center;margin-top:24px;">
+        ${button("Ver Chamado", viewUrl)}
+      </div>
+    `,
+      data
+    )
+  },
+}
+
+// ============================================
+// Exportação
+// ============================================
+
+/**
+ * Renderiza um template de e-mail com os dados fornecidos
+ */
+export function renderTemplate(name: TemplateName, data: TemplateData): string {
+  const template = templates[name]
+  if (!template) {
+    throw new Error(`Template "${name}" não encontrado`)
+  }
+  return template(data)
+}
+
+/**
+ * Retorna a lista de templates disponíveis
+ */
+export function getAvailableTemplates(): TemplateName[] {
+  return Object.keys(templates) as TemplateName[]
+}
--- a/src/server/email/index.ts
+++ b/src/server/email/index.ts
@ -0,0 +1,28 @@
+/**
+ * Módulo de E-mail
+ * Sistema de Chamados Raven
+ */
+
+export {
+  sendEmail,
+  sendTestEmail,
+  isRequiredNotification,
+  isStaffOnlyNotification,
+  canCollaboratorDisable,
+  getNotificationLabel,
+  getAvailableNotificationTypes,
+  getCollaboratorDisableableTypes,
+  NOTIFICATION_TYPES,
+  type NotificationType,
+  type NotificationConfig,
+  type EmailRecipient,
+  type SendEmailOptions,
+  type SendEmailResult,
+} from "./email-service"
+
+export {
+  renderTemplate,
+  getAvailableTemplates,
+  type TemplateName,
+  type TemplateData,
+} from "./email-templates"
--- a/src/server/notification/index.ts
+++ b/src/server/notification/index.ts
@ -0,0 +1,33 @@
+/**
+ * Módulo de Notificações
+ * Sistema de Chamados Raven
+ */
+
+// Serviço de Notificações
+export {
+  notifyTicketCreated,
+  notifyTicketAssigned,
+  notifyTicketResolved,
+  notifyTicketStatusChanged,
+  notifyPublicComment,
+  notifyRequesterResponse,
+  notifyPasswordReset,
+  notifyEmailVerification,
+  notifyUserInvite,
+  notifyNewLogin,
+  notifySlaAtRisk,
+  notifySlaBreached,
+} from "./notification-service"
+
+// Serviço de Tokens
+export {
+  generateAccessToken,
+  validateAccessToken,
+  markTokenAsUsed,
+  invalidateTicketTokens,
+  invalidateUserTokens,
+  cleanupExpiredTokens,
+  hasScope,
+  type GenerateTokenOptions,
+  type ValidatedToken,
+} from "./token-service"
--- a/src/server/notification/notification-service.ts
+++ b/src/server/notification/notification-service.ts
@ -0,0 +1,635 @@
+/**
+ * Serviço de Notificações
+ * Orquestrador de notificações por e-mail
+ * Sistema de Chamados Raven
+ */
+
+import { prisma } from "@/lib/prisma"
+import { sendEmail, type NotificationType } from "../email"
+import { generateAccessToken } from "./token-service"
+
+// ============================================
+// Tipos
+// ============================================
+
+interface TicketData {
+  id: string
+  tenantId: string
+  reference: number
+  subject: string
+  status: string
+  priority: string
+  createdAt: Date
+  resolvedAt?: Date | null
+  requester: {
+    id: string
+    name: string
+    email: string
+    role: string
+  }
+  assignee?: {
+    id: string
+    name: string
+    email: string
+    role: string
+  } | null
+  company?: {
+    id: string
+    name: string
+  } | null
+}
+
+interface CommentData {
+  id: string
+  body: string
+  visibility: string
+  createdAt: Date
+  author: {
+    id: string
+    name: string
+    email: string
+    role: string
+  }
+}
+
+// ============================================
+// Helpers
+// ============================================
+
+const APP_URL = process.env.NEXT_PUBLIC_APP_URL ?? "https://tickets.esdrasrenan.com.br"
+
+function getTicketViewUrl(ticketId: string, token?: string): string {
+  if (token) {
+    return `${APP_URL}/ticket-view/${token}`
+  }
+  return `${APP_URL}/portal/tickets/${ticketId}`
+}
+
+function getRateUrl(token: string): string {
+  return `${APP_URL}/rate/${token}`
+}
+
+async function shouldSendNotification(
+  userId: string,
+  notificationType: NotificationType,
+  tenantId: string
+): Promise<boolean> {
+  try {
+    const prefs = await prisma.notificationPreferences.findUnique({
+      where: { userId },
+    })
+
+    // Se não tem preferências, usa os defaults
+    if (!prefs) return true
+
+    // Se e-mail está desabilitado globalmente
+    if (!prefs.emailEnabled) return false
+
+    // Verifica preferências por tipo
+    const typePrefs = prefs.typePreferences as Record<string, boolean>
+    if (typePrefs && notificationType in typePrefs) {
+      return typePrefs[notificationType] !== false
+    }
+
+    return true
+  } catch {
+    // Em caso de erro, envia a notificação
+    return true
+  }
+}
+
+// ============================================
+// Notificações de Ciclo de Vida
+// ============================================
+
+/**
+ * Notificação de abertura de chamado
+ * Enviada para: Solicitante
+ */
+export async function notifyTicketCreated(ticket: TicketData): Promise<void> {
+  const { requester } = ticket
+
+  // Gera token de acesso para visualização
+  const accessToken = await generateAccessToken({
+    tenantId: ticket.tenantId,
+    ticketId: ticket.id,
+    userId: requester.id,
+    scope: "view",
+    expiresInDays: 7,
+  })
+
+  const viewUrl = getTicketViewUrl(ticket.id, accessToken)
+
+  await sendEmail({
+    to: {
+      email: requester.email,
+      name: requester.name,
+      userId: requester.id,
+      role: requester.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+    },
+    subject: `[#${ticket.reference}] Chamado Aberto - ${ticket.subject}`,
+    template: "ticket_created",
+    data: {
+      reference: ticket.reference,
+      subject: ticket.subject,
+      status: ticket.status,
+      priority: ticket.priority,
+      createdAt: ticket.createdAt.toISOString(),
+      viewUrl,
+    },
+    notificationType: "ticket_created",
+    tenantId: ticket.tenantId,
+  })
+}
+
+/**
+ * Notificação de atribuição de chamado
+ * Enviada para: Solicitante e Agente atribuído
+ */
+export async function notifyTicketAssigned(ticket: TicketData): Promise<void> {
+  if (!ticket.assignee) return
+
+  const { requester, assignee } = ticket
+
+  // Gera tokens de acesso
+  const requesterToken = await generateAccessToken({
+    tenantId: ticket.tenantId,
+    ticketId: ticket.id,
+    userId: requester.id,
+    scope: "view",
+    expiresInDays: 7,
+  })
+
+  const assigneeToken = await generateAccessToken({
+    tenantId: ticket.tenantId,
+    ticketId: ticket.id,
+    userId: assignee.id,
+    scope: "interact",
+    expiresInDays: 7,
+  })
+
+  // Notifica o solicitante
+  if (await shouldSendNotification(requester.id, "ticket_assigned", ticket.tenantId)) {
+    await sendEmail({
+      to: {
+        email: requester.email,
+        name: requester.name,
+        userId: requester.id,
+        role: requester.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+      },
+      subject: `[#${ticket.reference}] Agente Atribuído - ${ticket.subject}`,
+      template: "ticket_assigned",
+      data: {
+        reference: ticket.reference,
+        subject: ticket.subject,
+        status: ticket.status,
+        priority: ticket.priority,
+        requesterName: requester.name,
+        assigneeName: assignee.name,
+        isForRequester: true,
+        viewUrl: getTicketViewUrl(ticket.id, requesterToken),
+      },
+      notificationType: "ticket_assigned",
+      tenantId: ticket.tenantId,
+    })
+  }
+
+  // Notifica o agente atribuído
+  if (await shouldSendNotification(assignee.id, "ticket_assigned", ticket.tenantId)) {
+    await sendEmail({
+      to: {
+        email: assignee.email,
+        name: assignee.name,
+        userId: assignee.id,
+        role: assignee.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+      },
+      subject: `[#${ticket.reference}] Novo Chamado Atribuído - ${ticket.subject}`,
+      template: "ticket_assigned",
+      data: {
+        reference: ticket.reference,
+        subject: ticket.subject,
+        status: ticket.status,
+        priority: ticket.priority,
+        requesterName: requester.name,
+        assigneeName: assignee.name,
+        isForRequester: false,
+        viewUrl: getTicketViewUrl(ticket.id, assigneeToken),
+      },
+      notificationType: "ticket_assigned",
+      tenantId: ticket.tenantId,
+    })
+  }
+}
+
+/**
+ * Notificação de resolução de chamado
+ * Enviada para: Solicitante (com link de avaliação)
+ */
+export async function notifyTicketResolved(
+  ticket: TicketData,
+  resolutionSummary?: string
+): Promise<void> {
+  const { requester, assignee } = ticket
+
+  // Gera token de acesso para avaliação
+  const rateToken = await generateAccessToken({
+    tenantId: ticket.tenantId,
+    ticketId: ticket.id,
+    userId: requester.id,
+    scope: "rate",
+    expiresInDays: 30, // 30 dias para avaliar
+  })
+
+  const viewToken = await generateAccessToken({
+    tenantId: ticket.tenantId,
+    ticketId: ticket.id,
+    userId: requester.id,
+    scope: "view",
+    expiresInDays: 7,
+  })
+
+  await sendEmail({
+    to: {
+      email: requester.email,
+      name: requester.name,
+      userId: requester.id,
+      role: requester.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+    },
+    subject: `[#${ticket.reference}] Chamado Resolvido - ${ticket.subject}`,
+    template: "ticket_resolved",
+    data: {
+      reference: ticket.reference,
+      subject: ticket.subject,
+      assigneeName: assignee?.name ?? "Equipe de Suporte",
+      resolutionSummary,
+      viewUrl: getTicketViewUrl(ticket.id, viewToken),
+      rateUrl: getRateUrl(rateToken),
+    },
+    notificationType: "ticket_resolved",
+    tenantId: ticket.tenantId,
+  })
+}
+
+/**
+ * Notificação de mudança de status
+ * Enviada para: Solicitante
+ */
+export async function notifyTicketStatusChanged(
+  ticket: TicketData,
+  oldStatus: string,
+  newStatus: string
+): Promise<void> {
+  const { requester } = ticket
+
+  if (!(await shouldSendNotification(requester.id, "ticket_status_changed", ticket.tenantId))) {
+    return
+  }
+
+  const accessToken = await generateAccessToken({
+    tenantId: ticket.tenantId,
+    ticketId: ticket.id,
+    userId: requester.id,
+    scope: "view",
+    expiresInDays: 7,
+  })
+
+  await sendEmail({
+    to: {
+      email: requester.email,
+      name: requester.name,
+      userId: requester.id,
+      role: requester.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+    },
+    subject: `[#${ticket.reference}] Status Atualizado - ${ticket.subject}`,
+    template: "ticket_status",
+    data: {
+      reference: ticket.reference,
+      subject: ticket.subject,
+      oldStatus,
+      newStatus,
+      viewUrl: getTicketViewUrl(ticket.id, accessToken),
+    },
+    notificationType: "ticket_status_changed",
+    tenantId: ticket.tenantId,
+  })
+}
+
+/**
+ * Notificação de novo comentário público
+ * Enviada para: Solicitante (quando agente comenta)
+ */
+export async function notifyPublicComment(
+  ticket: TicketData,
+  comment: CommentData
+): Promise<void> {
+  // Só notifica comentários públicos
+  if (comment.visibility !== "PUBLIC") return
+
+  // Não notifica se o autor é o próprio solicitante
+  if (comment.author.id === ticket.requester.id) return
+
+  const { requester } = ticket
+
+  if (!(await shouldSendNotification(requester.id, "comment_public", ticket.tenantId))) {
+    return
+  }
+
+  const accessToken = await generateAccessToken({
+    tenantId: ticket.tenantId,
+    ticketId: ticket.id,
+    userId: requester.id,
+    scope: "view",
+    expiresInDays: 7,
+  })
+
+  await sendEmail({
+    to: {
+      email: requester.email,
+      name: requester.name,
+      userId: requester.id,
+      role: requester.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+    },
+    subject: `[#${ticket.reference}] Nova Atualização - ${ticket.subject}`,
+    template: "ticket_comment",
+    data: {
+      reference: ticket.reference,
+      subject: ticket.subject,
+      authorName: comment.author.name,
+      commentBody: comment.body,
+      commentedAt: comment.createdAt.toISOString(),
+      viewUrl: getTicketViewUrl(ticket.id, accessToken),
+    },
+    notificationType: "comment_public",
+    tenantId: ticket.tenantId,
+  })
+}
+
+/**
+ * Notificação de resposta do solicitante
+ * Enviada para: Agente atribuído
+ */
+export async function notifyRequesterResponse(
+  ticket: TicketData,
+  comment: CommentData
+): Promise<void> {
+  // Só notifica se tem agente atribuído
+  if (!ticket.assignee) return
+
+  // Só notifica se o autor é o solicitante
+  if (comment.author.id !== ticket.requester.id) return
+
+  const { assignee } = ticket
+
+  if (!(await shouldSendNotification(assignee.id, "comment_response", ticket.tenantId))) {
+    return
+  }
+
+  const accessToken = await generateAccessToken({
+    tenantId: ticket.tenantId,
+    ticketId: ticket.id,
+    userId: assignee.id,
+    scope: "interact",
+    expiresInDays: 7,
+  })
+
+  await sendEmail({
+    to: {
+      email: assignee.email,
+      name: assignee.name,
+      userId: assignee.id,
+      role: assignee.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+    },
+    subject: `[#${ticket.reference}] Resposta do Solicitante - ${ticket.subject}`,
+    template: "ticket_comment",
+    data: {
+      reference: ticket.reference,
+      subject: ticket.subject,
+      authorName: comment.author.name,
+      commentBody: comment.body,
+      commentedAt: comment.createdAt.toISOString(),
+      viewUrl: getTicketViewUrl(ticket.id, accessToken),
+    },
+    notificationType: "comment_response",
+    tenantId: ticket.tenantId,
+  })
+}
+
+// ============================================
+// Notificações de Autenticação
+// ============================================
+
+/**
+ * Notificação de reset de senha
+ */
+export async function notifyPasswordReset(
+  email: string,
+  name: string,
+  resetUrl: string
+): Promise<void> {
+  await sendEmail({
+    to: { email, name },
+    subject: "Redefinição de Senha - Sistema de Chamados Raven",
+    template: "password_reset",
+    data: { resetUrl },
+    notificationType: "security_password_reset",
+    skipPreferenceCheck: true,
+  })
+}
+
+/**
+ * Notificação de verificação de e-mail
+ */
+export async function notifyEmailVerification(
+  email: string,
+  name: string,
+  verifyUrl: string
+): Promise<void> {
+  await sendEmail({
+    to: { email, name },
+    subject: "Confirme seu E-mail - Sistema de Chamados Raven",
+    template: "email_verify",
+    data: { verifyUrl },
+    notificationType: "security_email_verify",
+    skipPreferenceCheck: true,
+  })
+}
+
+/**
+ * Notificação de convite de usuário
+ */
+export async function notifyUserInvite(
+  email: string,
+  name: string | null,
+  inviterName: string,
+  roleName: string,
+  companyName: string | null,
+  inviteUrl: string
+): Promise<void> {
+  await sendEmail({
+    to: { email, name: name ?? undefined },
+    subject: "Você foi convidado! - Sistema de Chamados Raven",
+    template: "invite",
+    data: {
+      inviterName,
+      roleName,
+      companyName,
+      inviteUrl,
+    },
+    notificationType: "security_invite",
+    skipPreferenceCheck: true,
+  })
+}
+
+/**
+ * Notificação de novo login
+ */
+export async function notifyNewLogin(
+  userId: string,
+  email: string,
+  name: string,
+  loginAt: Date,
+  userAgent: string,
+  ipAddress: string,
+  tenantId: string
+): Promise<void> {
+  if (!(await shouldSendNotification(userId, "security_new_login", tenantId))) {
+    return
+  }
+
+  await sendEmail({
+    to: { email, name, userId },
+    subject: "Novo Acesso Detectado - Sistema de Chamados Raven",
+    template: "new_login",
+    data: {
+      loginAt: loginAt.toISOString(),
+      userAgent,
+      ipAddress,
+    },
+    notificationType: "security_new_login",
+    tenantId,
+  })
+}
+
+// ============================================
+// Notificações de SLA
+// ============================================
+
+/**
+ * Notificação de SLA em risco
+ * Enviada para: Agente atribuído e supervisor
+ */
+export async function notifySlaAtRisk(
+  ticket: TicketData,
+  dueAt: Date,
+  timeRemaining: string
+): Promise<void> {
+  const recipients: Array<{ email: string; name: string; userId: string; role: string }> = []
+
+  // Adiciona o agente atribuído
+  if (ticket.assignee) {
+    if (await shouldSendNotification(ticket.assignee.id, "sla_at_risk", ticket.tenantId)) {
+      recipients.push({
+        email: ticket.assignee.email,
+        name: ticket.assignee.name,
+        userId: ticket.assignee.id,
+        role: ticket.assignee.role,
+      })
+    }
+  }
+
+  if (recipients.length === 0) return
+
+  for (const recipient of recipients) {
+    const accessToken = await generateAccessToken({
+      tenantId: ticket.tenantId,
+      ticketId: ticket.id,
+      userId: recipient.userId,
+      scope: "interact",
+      expiresInDays: 7,
+    })
+
+    await sendEmail({
+      to: {
+        email: recipient.email,
+        name: recipient.name,
+        userId: recipient.userId,
+        role: recipient.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+      },
+      subject: `[ATENÇÃO] SLA em Risco - #${ticket.reference} ${ticket.subject}`,
+      template: "sla_warning",
+      data: {
+        reference: ticket.reference,
+        subject: ticket.subject,
+        status: ticket.status,
+        priority: ticket.priority,
+        requesterName: ticket.requester.name,
+        assigneeName: ticket.assignee?.name,
+        dueAt: dueAt.toISOString(),
+        timeRemaining,
+        viewUrl: getTicketViewUrl(ticket.id, accessToken),
+      },
+      notificationType: "sla_at_risk",
+      tenantId: ticket.tenantId,
+    })
+  }
+}
+
+/**
+ * Notificação de SLA violado
+ * Enviada para: Agente atribuído e administradores
+ */
+export async function notifySlaBreached(
+  ticket: TicketData,
+  dueAt: Date,
+  timeExceeded: string
+): Promise<void> {
+  const recipients: Array<{ email: string; name: string; userId: string; role: string }> = []
+
+  // Adiciona o agente atribuído
+  if (ticket.assignee) {
+    if (await shouldSendNotification(ticket.assignee.id, "sla_breached", ticket.tenantId)) {
+      recipients.push({
+        email: ticket.assignee.email,
+        name: ticket.assignee.name,
+        userId: ticket.assignee.id,
+        role: ticket.assignee.role,
+      })
+    }
+  }
+
+  if (recipients.length === 0) return
+
+  for (const recipient of recipients) {
+    const accessToken = await generateAccessToken({
+      tenantId: ticket.tenantId,
+      ticketId: ticket.id,
+      userId: recipient.userId,
+      scope: "interact",
+      expiresInDays: 7,
+    })
+
+    await sendEmail({
+      to: {
+        email: recipient.email,
+        name: recipient.name,
+        userId: recipient.userId,
+        role: recipient.role as "ADMIN" | "MANAGER" | "AGENT" | "COLLABORATOR",
+      },
+      subject: `[URGENTE] SLA Violado - #${ticket.reference} ${ticket.subject}`,
+      template: "sla_breached",
+      data: {
+        reference: ticket.reference,
+        subject: ticket.subject,
+        status: ticket.status,
+        priority: ticket.priority,
+        requesterName: ticket.requester.name,
+        assigneeName: ticket.assignee?.name,
+        dueAt: dueAt.toISOString(),
+        timeExceeded,
+        viewUrl: getTicketViewUrl(ticket.id, accessToken),
+      },
+      notificationType: "sla_breached",
+      tenantId: ticket.tenantId,
+    })
+  }
+}
--- a/src/server/notification/token-service.ts
+++ b/src/server/notification/token-service.ts
@ -0,0 +1,171 @@
+/**
+ * Serviço de Tokens de Acesso
+ * Gera e valida tokens para acesso direto aos chamados
+ * Sistema de Chamados Raven
+ */
+
+import { prisma } from "@/lib/prisma"
+import { randomBytes } from "crypto"
+
+// ============================================
+// Tipos
+// ============================================
+
+export interface GenerateTokenOptions {
+  tenantId: string
+  ticketId: string
+  userId: string
+  machineId?: string
+  scope: "view" | "interact" | "rate"
+  expiresInDays?: number
+}
+
+export interface ValidatedToken {
+  id: string
+  tenantId: string
+  ticketId: string
+  userId: string
+  machineId: string | null
+  scope: string
+  expiresAt: Date
+  usedAt: Date | null
+  createdAt: Date
+}
+
+// ============================================
+// Geração de Token
+// ============================================
+
+/**
+ * Gera um token seguro de acesso ao chamado
+ */
+export async function generateAccessToken(options: GenerateTokenOptions): Promise<string> {
+  const {
+    tenantId,
+    ticketId,
+    userId,
+    machineId,
+    scope,
+    expiresInDays = 7,
+  } = options
+
+  // Gera um token aleatório de 32 bytes (64 caracteres hex)
+  const token = randomBytes(32).toString("hex")
+
+  // Calcula a data de expiração
+  const expiresAt = new Date()
+  expiresAt.setDate(expiresAt.getDate() + expiresInDays)
+
+  // Salva o token no banco
+  await prisma.ticketAccessToken.create({
+    data: {
+      tenantId,
+      token,
+      ticketId,
+      userId,
+      machineId,
+      scope,
+      expiresAt,
+    },
+  })
+
+  return token
+}
+
+/**
+ * Valida um token de acesso
+ */
+export async function validateAccessToken(token: string): Promise<ValidatedToken | null> {
+  const tokenRecord = await prisma.ticketAccessToken.findUnique({
+    where: { token },
+  })
+
+  if (!tokenRecord) {
+    return null
+  }
+
+  // Verifica se o token expirou
+  if (tokenRecord.expiresAt < new Date()) {
+    return null
+  }
+
+  return {
+    id: tokenRecord.id,
+    tenantId: tokenRecord.tenantId,
+    ticketId: tokenRecord.ticketId,
+    userId: tokenRecord.userId,
+    machineId: tokenRecord.machineId,
+    scope: tokenRecord.scope,
+    expiresAt: tokenRecord.expiresAt,
+    usedAt: tokenRecord.usedAt,
+    createdAt: tokenRecord.createdAt,
+  }
+}
+
+/**
+ * Marca um token como usado
+ */
+export async function markTokenAsUsed(token: string): Promise<void> {
+  await prisma.ticketAccessToken.update({
+    where: { token },
+    data: { usedAt: new Date() },
+  })
+}
+
+/**
+ * Invalida todos os tokens de um chamado
+ */
+export async function invalidateTicketTokens(ticketId: string): Promise<void> {
+  await prisma.ticketAccessToken.updateMany({
+    where: { ticketId },
+    data: { expiresAt: new Date() },
+  })
+}
+
+/**
+ * Invalida todos os tokens de um usuário
+ */
+export async function invalidateUserTokens(userId: string): Promise<void> {
+  await prisma.ticketAccessToken.updateMany({
+    where: { userId },
+    data: { expiresAt: new Date() },
+  })
+}
+
+/**
+ * Limpa tokens expirados (pode ser chamado periodicamente)
+ */
+export async function cleanupExpiredTokens(): Promise<number> {
+  const result = await prisma.ticketAccessToken.deleteMany({
+    where: {
+      expiresAt: {
+        lt: new Date(),
+      },
+    },
+  })
+
+  return result.count
+}
+
+/**
+ * Verifica se um token tem o escopo necessário
+ */
+export function hasScope(tokenScope: string, requiredScope: "view" | "interact" | "rate"): boolean {
+  const scopeHierarchy: Record<string, number> = {
+    view: 1,
+    interact: 2,
+    rate: 3,
+  }
+
+  const tokenLevel = scopeHierarchy[tokenScope] ?? 0
+  const requiredLevel = scopeHierarchy[requiredScope] ?? 0
+
+  // rate é especial, só pode avaliar
+  if (requiredScope === "rate") {
+    return tokenScope === "rate"
+  }
+
+  // interact permite view
+  // view só permite view
+  return tokenLevel >= requiredLevel
+}