Merge pull request #5 from esdrasrenan/feat/convex-tickets-core

Feat/convex tickets core

agents.md

@@ -265,3 +265,35 @@ Médio prazo:
 - Prioridade: alterar no cabeçalho; observar evento de timeline e toasts.
 - Exclusão: acionar modal no cabeçalho e confirmar; conferir redirecionamento para `/tickets`.
 - Novo ticket: usar Dialog; assunto com menos de 3 chars deve bloquear submit com erro no campo.
+
+---
+
+## Atualizações recentes (abr/2025)
+
+Resumo do que foi integrado nesta rodada para o núcleo de tickets e UX:
+
+- Header do ticket
+  - Status como dropdown‑badge (padrão visual alinhado às badges existentes).
+  - Edição inline de Assunto/Resumo com Cancelar/Salvar e toasts.
+  - Ação de Play/Pause (toggle de atendimento) com eventos WORK_STARTED/WORK_PAUSED na timeline.
+  - Layout dos campos reorganizado: labels acima e controles abaixo (evita redundância do valor + dropdown lado a lado). 
+- Tabela e comentários
+  - Empty states padronizados com Empty + CTA de novo ticket.
+- Notificações
+  - Toaster centralizado no rodapé (bottom‑center) com estilo consistente.
+- Título do app
+  - Atualizado para “Sistema de chamados”.
+
+Backend Convex
+- 	ickets.updateSubject e 	ickets.updateSummary adicionadas para edição do cabeçalho.
+- 	ickets.toggleWork adicionada; campo opcional working no schema de 	ickets.
+
+Próximos passos sugeridos
+- Status dropdown‑badge também na tabela (edição rápida opcional com confirmação).
+- Combobox (command) para busca de responsável no select.
+- Tokens de cor: manter badges padrão do design atual; quando migração completa para paleta Rever estiver definida, aplicar via globals.css para herdar em todos os componentes.
+- Testes (Vitest): adicionar casos de mappers e smoke tests de páginas.
+
+Observações de codificação
+- Evitar ny; usar TicketStatus/TicketPriority e Id<>/Doc<> do Convex.
+- Não retornar Date do Convex; sempre epoch (number) e converter via mappers Zod.

web/convex/schema.ts

@@ -48,6 +48,7 @@ export default defineSchema({
     queueId: v.optional(v.id("queues")),
     requesterId: v.id("users"),
     assigneeId: v.optional(v.id("users")),
+    working: v.optional(v.boolean()),
     slaPolicyId: v.optional(v.id("slaPolicies")),
     dueAt: v.optional(v.number()), // ms since epoch
     firstResponseAt: v.optional(v.number()),

web/convex/tickets.ts

@@ -220,6 +220,7 @@ export const create = mutation({
       queueId: args.queueId,
       requesterId: args.requesterId,
       assigneeId: undefined,
+      working: false,
       createdAt: now,
       updatedAt: now,
       firstResponseAt: undefined,
@@ -348,6 +349,59 @@ export const updatePriority = mutation({
   },
 });
 
+export const toggleWork = mutation({
+  args: { ticketId: v.id("tickets"), actorId: v.id("users") },
+  handler: async (ctx, { ticketId, actorId }) => {
+    const t = await ctx.db.get(ticketId)
+    if (!t) return
+    const now = Date.now()
+    const next = !(t.working ?? false)
+    await ctx.db.patch(ticketId, { working: next, updatedAt: now })
+    const actor = (await ctx.db.get(actorId)) as Doc<"users"> | null
+    await ctx.db.insert("ticketEvents", {
+      ticketId,
+      type: next ? "WORK_STARTED" : "WORK_PAUSED",
+      payload: { actorId, actorName: actor?.name, actorAvatar: actor?.avatarUrl },
+      createdAt: now,
+    })
+    return next
+  },
+})
+
+export const updateSubject = mutation({
+  args: { ticketId: v.id("tickets"), subject: v.string(), actorId: v.id("users") },
+  handler: async (ctx, { ticketId, subject, actorId }) => {
+    const now = Date.now();
+    const t = await ctx.db.get(ticketId);
+    if (!t) return;
+    await ctx.db.patch(ticketId, { subject, updatedAt: now });
+    const actor = await ctx.db.get(actorId);
+    await ctx.db.insert("ticketEvents", {
+      ticketId,
+      type: "SUBJECT_CHANGED",
+      payload: { from: t.subject, to: subject, actorId, actorName: (actor as Doc<"users"> | null)?.name, actorAvatar: (actor as Doc<"users"> | null)?.avatarUrl },
+      createdAt: now,
+    });
+  },
+});
+
+export const updateSummary = mutation({
+  args: { ticketId: v.id("tickets"), summary: v.optional(v.string()), actorId: v.id("users") },
+  handler: async (ctx, { ticketId, summary, actorId }) => {
+    const now = Date.now();
+    const t = await ctx.db.get(ticketId);
+    if (!t) return;
+    await ctx.db.patch(ticketId, { summary, updatedAt: now });
+    const actor = await ctx.db.get(actorId);
+    await ctx.db.insert("ticketEvents", {
+      ticketId,
+      type: "SUMMARY_CHANGED",
+      payload: { actorId, actorName: (actor as Doc<"users"> | null)?.name, actorAvatar: (actor as Doc<"users"> | null)?.avatarUrl },
+      createdAt: now,
+    });
+  },
+});
+
 export const playNext = mutation({
   args: {
     tenantId: v.string(),

web/src/app/layout.tsx

@@ -19,8 +19,8 @@ const jetBrainsMono = JetBrains_Mono({
 })
 
 export const metadata: Metadata = {
-  title: "Atlas Support",
-  description: "Plataforma omnichannel de gestão de chamados",
+  title: "Sistema de chamados",
+  description: "Plataforma de chamados da Rever",
 }
 
 export default async function RootLayout({
@@ -43,7 +43,7 @@ export default async function RootLayout({
         <ConvexClientProvider>
           <AuthProvider demoUser={demoUser} tenantId={tenantId}>
             {children}
-            <Toaster position="top-right" richColors />
+            <Toaster position="bottom-center" richColors />
           </AuthProvider>
         </ConvexClientProvider>
       </body>

web/src/components/tickets/play-next-ticket-card.tsx

@@ -5,7 +5,6 @@ import { useState } from "react"
 import { useRouter } from "next/navigation"
 import { IconArrowRight, IconPlayerPlayFilled } from "@tabler/icons-react"
 import { useMutation, useQuery } from "convex/react"
-// eslint-disable-next-line @typescript-eslint/ban-ts-comment
 // @ts-ignore
 import { api } from "@/convex/_generated/api"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
@@ -26,6 +25,10 @@ interface PlayNextTicketCardProps {
   context?: TicketPlayContext
 }
 
+const queueBadgeClass = "inline-flex items-center rounded-full border border-slate-200 bg-white px-2.5 py-1 text-xs font-semibold text-neutral-700"
+const startButtonClass = "inline-flex items-center gap-2 rounded-lg border border-black bg-[#00e8ff] px-3 py-2 text-sm font-semibold text-black transition hover:bg-[#00d6eb]"
+const secondaryButtonClass = "inline-flex items-center gap-2 rounded-lg border border-slate-300 bg-white px-3 py-2 text-sm font-semibold text-neutral-700 hover:bg-slate-100"
+
 export function PlayNextTicketCard({ context }: PlayNextTicketCardProps) {
   const router = useRouter()
   const { userId } = useAuth()
@@ -43,16 +46,29 @@ export function PlayNextTicketCard({ context }: PlayNextTicketCardProps) {
   })?.[0]
   const nextTicketUi = nextTicketFromServer ? mapTicketFromServer(nextTicketFromServer as unknown) : null
 
-  const cardContext: TicketPlayContext | null = context ?? (nextTicketUi ? { queue: { id: "default", name: "Geral", pending: queueSummary.reduce((a, b) => a + b.pending, 0), waiting: queueSummary.reduce((a, b) => a + b.waiting, 0), breached: 0 }, nextTicket: nextTicketUi } : null)
+  const cardContext: TicketPlayContext | null =
+    context ??
+    (nextTicketUi
+      ? {
+          queue: {
+            id: "default",
+            name: "Geral",
+            pending: queueSummary.reduce((acc, item) => acc + item.pending, 0),
+            waiting: queueSummary.reduce((acc, item) => acc + item.waiting, 0),
+            breached: 0,
+          },
+          nextTicket: nextTicketUi,
+        }
+      : null)
 
   if (!cardContext || !cardContext.nextTicket) {
     return (
-      <Card className="border-dashed">
+      <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
         <CardHeader>
-          <CardTitle>Fila sem tickets pendentes</CardTitle>
+          <CardTitle className="text-lg font-semibold text-neutral-900">Fila sem tickets pendentes</CardTitle>
         </CardHeader>
-        <CardContent className="text-sm text-muted-foreground">
-          Nenhum ticket disponivel no momento. Excelente trabalho!
+        <CardContent className="text-sm text-neutral-600">
+          Nenhum ticket disponível no momento. Excelente trabalho!
         </CardContent>
       </Card>
     )
@@ -61,61 +77,73 @@ export function PlayNextTicketCard({ context }: PlayNextTicketCardProps) {
   const ticket = cardContext.nextTicket
 
   return (
-    <Card className="border-dashed">
+    <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
       <CardHeader className="flex flex-row items-center justify-between gap-2">
-        <CardTitle className="text-lg font-semibold">
-          Proximo ticket • #{ticket.reference}
+        <CardTitle className="text-lg font-semibold text-neutral-900">
+          Próximo ticket • #{ticket.reference}
         </CardTitle>
         <TicketPriorityPill priority={ticket.priority} />
       </CardHeader>
-      <CardContent className="flex flex-col gap-4">
+      <CardContent className="flex flex-col gap-4 text-sm text-neutral-700">
         <div className="flex items-center justify-end gap-2">
-          <span className="text-sm text-muted-foreground">Fila:</span>
-          <Select value={selectedQueueId ?? "ALL"} onValueChange={(v) => setSelectedQueueId(v === "ALL" ? undefined : v)}>
-            <SelectTrigger className="h-8 w-[180px]"><SelectValue placeholder="Todas" /></SelectTrigger>
-            <SelectContent>
+          <span className="text-xs uppercase tracking-wide text-neutral-500">Fila</span>
+          <Select value={selectedQueueId ?? "ALL"} onValueChange={(value) => setSelectedQueueId(value === "ALL" ? undefined : value)}>
+            <SelectTrigger className="h-8 w-[180px] rounded-lg border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]">
+              <SelectValue placeholder="Todas" />
+            </SelectTrigger>
+            <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
               <SelectItem value="ALL">Todas</SelectItem>
-              {queueSummary.map((q) => (
-                <SelectItem key={q.id} value={q.id}>{q.name}</SelectItem>
+              {queueSummary.map((queue) => (
+                <SelectItem key={queue.id} value={queue.id}>
+                  {queue.name}
+                </SelectItem>
               ))}
             </SelectContent>
           </Select>
         </div>
         <div className="space-y-1">
-          <h2 className="text-xl font-medium text-foreground">{ticket.subject}</h2>
-          <p className="text-sm text-muted-foreground">{ticket.summary}</p>
+          <h2 className="text-xl font-semibold text-neutral-900">{ticket.subject}</h2>
+          <p className="text-sm text-neutral-600">{ticket.summary}</p>
         </div>
-        <div className="flex flex-wrap gap-2 text-sm text-muted-foreground">
-          <Badge variant="outline">{ticket.queue ?? "Sem fila"}</Badge>
+        <div className="flex flex-wrap gap-2 text-xs text-neutral-600">
+          <Badge className={queueBadgeClass}>{ticket.queue ?? "Sem fila"}</Badge>
           <TicketStatusBadge status={ticket.status} />
-          <span>Solicitante: {ticket.requester.name}</span>
+          <span className="font-medium text-neutral-900">Solicitante: {ticket.requester.name}</span>
         </div>
-        <Separator />
-        <div className="flex flex-col gap-3 text-sm text-muted-foreground">
+        <Separator className="bg-slate-200" />
+        <div className="flex flex-col gap-3 text-sm text-neutral-700">
           <div className="flex items-center justify-between">
             <span>Pendentes na fila</span>
-            <span className="font-medium text-foreground">{cardContext.queue.pending}</span>
+            <span className="font-semibold text-neutral-900">{cardContext.queue.pending}</span>
           </div>
           <div className="flex items-center justify-between">
             <span>Em espera</span>
-            <span className="font-medium text-foreground">{cardContext.queue.waiting}</span>
+            <span className="font-semibold text-neutral-900">{cardContext.queue.waiting}</span>
           </div>
           <div className="flex items-center justify-between">
             <span>SLA violado</span>
-            <span className="font-medium text-destructive">{cardContext.queue.breached}</span>
+            <span className="font-semibold text-red-600">{cardContext.queue.breached}</span>
           </div>
         </div>
         <Button
-          className="gap-2"
+          className={startButtonClass}
           onClick={async () => {
             if (!userId) return
             const chosen = await playNext({ tenantId: DEFAULT_TENANT_ID, queueId: (selectedQueueId as Id<"queues">) || undefined, agentId: userId as Id<"users"> })
             if (chosen?.id) router.push(`/tickets/${chosen.id}`)
           }}
         >
-          {userId ? (<><IconPlayerPlayFilled className="size-4" /> Iniciar atendimento</>) : (<><Spinner className="me-2" /> Carregando…</>)}
+          {userId ? (
+            <>
+              <IconPlayerPlayFilled className="size-4 text-black" /> Iniciar atendimento
+            </>
+          ) : (
+            <>
+              <Spinner className="me-2" /> Carregando...
+            </>
+          )}
         </Button>
-        <Button variant="ghost" asChild className="gap-2 text-sm">
+        <Button variant="ghost" asChild className={secondaryButtonClass}>
           <Link href="/tickets">
             Ver lista completa
             <IconArrowRight className="size-4" />

web/src/components/tickets/priority-pill.tsx

@@ -1,40 +1,21 @@
-import { cn } from "@/lib/utils"
+import { type TicketPriority } from "@/lib/schemas/ticket"
 import { Badge } from "@/components/ui/badge"
+import { cn } from "@/lib/utils"
 
-const priorityConfig = {
-  LOW: {
-    label: "Baixa",
-    className: "bg-slate-100 text-slate-600 border-transparent",
-  },
-  MEDIUM: {
-    label: "Media",
-    className: "bg-blue-100 text-blue-600 border-transparent",
-  },
-  HIGH: {
-    label: "Alta",
-    className: "bg-amber-100 text-amber-700 border-transparent",
-  },
-  URGENT: {
-    label: "Urgente",
-    className: "bg-red-100 text-red-700 border-transparent",
-  },
-} satisfies Record<string, { label: string; className: string }>
-
-type TicketPriorityPillProps = {
-  priority: keyof typeof priorityConfig
+const priorityStyles: Record<TicketPriority, { label: string; className: string }> = {
+  LOW: { label: "Baixa", className: "border border-slate-200 bg-slate-100 text-slate-700" },
+  MEDIUM: { label: "Média", className: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
+  HIGH: { label: "Alta", className: "border border-slate-200 bg-[#fde8d1] text-[#7d3b05]" },
+  URGENT: { label: "Urgente", className: "border border-slate-200 bg-[#fbd9dd] text-[#8b0f1c]" },
 }
 
-export function TicketPriorityPill({ priority }: TicketPriorityPillProps) {
-  const config = priorityConfig[priority]
+const baseClass = "inline-flex items-center rounded-full px-3 py-0.5 text-xs font-semibold"
+
+export function TicketPriorityPill({ priority }: { priority: TicketPriority }) {
+  const styles = priorityStyles[priority]
   return (
-    <Badge
-      variant="outline"
-      className={cn(
-        "rounded-full px-2.5 py-1 text-xs font-medium",
-        config?.className ?? ""
-      )}
-    >
-      {config?.label ?? priority}
+    <Badge className={cn(baseClass, styles?.className)}>
+      {styles?.label ?? priority}
     </Badge>
   )
 }

web/src/components/tickets/priority-select.tsx

@@ -5,61 +5,71 @@ import { useMutation } from "convex/react"
 // @ts-ignore
 import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
+import type { TicketPriority } from "@/lib/schemas/ticket"
 import { useAuth } from "@/lib/auth-client"
 import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
 import { Badge } from "@/components/ui/badge"
 import { toast } from "sonner"
+import { ArrowDown, ArrowRight, ArrowUp, ChevronsUp } from "lucide-react"
+import { cn } from "@/lib/utils"
 
-const labels: Record<string, string> = {
-  LOW: "Baixa",
-  MEDIUM: "Média",
-  HIGH: "Alta",
-  URGENT: "Urgente",
+const priorityStyles: Record<TicketPriority, { label: string; badgeClass: string }> = {
+  LOW: { label: "Baixa", badgeClass: "border border-slate-200 bg-slate-100 text-slate-700" },
+  MEDIUM: { label: "Média", badgeClass: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
+  HIGH: { label: "Alta", badgeClass: "border border-slate-200 bg-[#fde8d1] text-[#7d3b05]" },
+  URGENT: { label: "Urgente", badgeClass: "border border-slate-200 bg-[#fbd9dd] text-[#8b0f1c]" },
 }
 
-function badgeClass(p: string) {
-  switch (p) {
-    case "URGENT":
-      return "bg-red-100 text-red-700"
-    case "HIGH":
-      return "bg-amber-100 text-amber-700"
-    case "MEDIUM":
-      return "bg-blue-100 text-blue-700"
-    default:
-      return "bg-slate-100 text-slate-700"
-  }
+const triggerClass = "h-8 w-[160px] rounded-full border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
+const itemClass = "flex items-center gap-2 rounded-md px-2 py-2 text-sm text-neutral-800 transition data-[state=checked]:bg-[#00e8ff]/15 data-[state=checked]:text-neutral-900 focus:bg-[#00e8ff]/10"
+const iconClass = "size-4 text-neutral-700"
+const baseBadgeClass = "inline-flex items-center gap-2 rounded-full px-3 py-0.5 text-xs font-semibold"
+
+function PriorityIcon({ value }: { value: TicketPriority }) {
+  if (value === "LOW") return <ArrowDown className={iconClass} />
+  if (value === "MEDIUM") return <ArrowRight className={iconClass} />
+  if (value === "HIGH") return <ArrowUp className={iconClass} />
+  return <ChevronsUp className={iconClass} />
 }
 
-export function PrioritySelect({ ticketId, value }: { ticketId: Id<"tickets">; value: "LOW" | "MEDIUM" | "HIGH" | "URGENT" }) {
+export function PrioritySelect({ ticketId, value }: { ticketId: string; value: TicketPriority }) {
   const updatePriority = useMutation(api.tickets.updatePriority)
-  const [priority, setPriority] = useState(value)
+  const [priority, setPriority] = useState<TicketPriority>(value)
   const { userId } = useAuth()
+
   return (
     <Select
       value={priority}
-      onValueChange={async (val) => {
-        const prev = priority
-        setPriority(val as typeof priority)
-        toast.loading("Atualizando prioridade...", { id: "prio" })
+      onValueChange={async (selected) => {
+        const previous = priority
+        const next = selected as TicketPriority
+        setPriority(next)
+        toast.loading("Atualizando prioridade...", { id: "priority" })
         try {
-          if (!userId) throw new Error("No user")
-          await updatePriority({ ticketId, priority: val as any, actorId: userId as Id<"users"> })
-          toast.success("Prioridade atualizada!", { id: "prio" })
+          if (!userId) throw new Error("missing user")
+          await updatePriority({ ticketId: ticketId as unknown as Id<"tickets">, priority: next, actorId: userId as Id<"users"> })
+          toast.success("Prioridade atualizada!", { id: "priority" })
         } catch {
-          setPriority(prev)
-          toast.error("Não foi possível atualizar a prioridade.", { id: "prio" })
+          setPriority(previous)
+          toast.error("Não foi possível atualizar a prioridade.", { id: "priority" })
         }
       }}
     >
-      <SelectTrigger className="h-7 w-[140px] border-transparent bg-muted/50 px-2">
+      <SelectTrigger className={triggerClass}>
         <SelectValue>
-          <Badge className={`rounded-full px-2 py-0.5 ${badgeClass(priority)}`}>{labels[priority]}</Badge>
+          <Badge className={cn(baseBadgeClass, priorityStyles[priority]?.badgeClass)}>
+            <PriorityIcon value={priority} />
+            {priorityStyles[priority]?.label ?? priority}
+          </Badge>
         </SelectValue>
       </SelectTrigger>
-      <SelectContent>
-        {(["LOW","MEDIUM","HIGH","URGENT"] as const).map((p) => (
-          <SelectItem key={p} value={p}>
-            <span className="inline-flex items-center gap-2"><span className={`h-2 w-2 rounded-full ${p==="URGENT"?"bg-red-500":p==="HIGH"?"bg-amber-500":p==="MEDIUM"?"bg-blue-500":"bg-slate-400"}`}></span>{labels[p]}</span>
+      <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
+        {(["LOW", "MEDIUM", "HIGH", "URGENT"] as const).map((option) => (
+          <SelectItem key={option} value={option} className={itemClass}>
+            <span className="inline-flex items-center gap-2">
+              <PriorityIcon value={option} />
+              {priorityStyles[option].label}
+            </span>
           </SelectItem>
         ))}
       </SelectContent>

web/src/components/tickets/recent-tickets-panel.tsx

@@ -6,19 +6,17 @@ import { api } from "@/convex/_generated/api";
 import { DEFAULT_TENANT_ID } from "@/lib/constants";
 import { mapTicketsFromServerList } from "@/lib/mappers/ticket";
 import { TicketsTable } from "@/components/tickets/tickets-table";
-import { Spinner } from "@/components/ui/spinner";
-import type { Ticket } from "@/lib/schemas/ticket";
 
 export function RecentTicketsPanel() {
   const ticketsRaw = useQuery(api.tickets.list, { tenantId: DEFAULT_TENANT_ID, limit: 10 });
   if (ticketsRaw === undefined) {
     return (
-      <div className="rounded-xl border bg-card p-4">
+      <div className="rounded-2xl border border-slate-200 bg-white p-4 shadow-sm">
         <div className="grid gap-3">
           {Array.from({ length: 4 }).map((_, i) => (
             <div key={i} className="flex items-center justify-between gap-3">
-              <div className="h-4 w-56 animate-pulse rounded bg-muted" />
-              <div className="h-4 w-20 animate-pulse rounded bg-muted" />
+              <div className="h-4 w-56 animate-pulse rounded bg-slate-100" />
+              <div className="h-4 w-20 animate-pulse rounded bg-slate-100" />
             </div>
           ))}
         </div>
@@ -27,7 +25,7 @@ export function RecentTicketsPanel() {
   }
   const tickets = mapTicketsFromServerList((ticketsRaw ?? []) as unknown[]);
   return (
-    <div className="rounded-xl border bg-card">
+    <div className="rounded-2xl border border-slate-200 bg-white shadow-sm">
       <TicketsTable tickets={tickets} />
     </div>
   );

web/src/components/tickets/status-badge.tsx

@@ -2,26 +2,25 @@
 
 import { ticketStatusSchema, type TicketStatus } from "@/lib/schemas/ticket"
 import { Badge } from "@/components/ui/badge"
+import { cn } from "@/lib/utils"
 
-const statusConfig = {
-  NEW: { label: "Novo", className: "bg-slate-100 text-slate-700 border-transparent" },
-  OPEN: { label: "Aberto", className: "bg-blue-100 text-blue-700 border-transparent" },
-  PENDING: { label: "Pendente", className: "bg-amber-100 text-amber-700 border-transparent" },
-  ON_HOLD: { label: "Em espera", className: "bg-purple-100 text-purple-700 border-transparent" },
-  RESOLVED: { label: "Resolvido", className: "bg-emerald-100 text-emerald-700 border-transparent" },
-  CLOSED: { label: "Fechado", className: "bg-slate-100 text-slate-700 border-transparent" },
-} satisfies Record<TicketStatus, { label: string; className: string }>
+const statusStyles: Record<TicketStatus, { label: string; className: string }> = {
+  NEW: { label: "Novo", className: "border border-slate-200 bg-slate-100 text-slate-700" },
+  OPEN: { label: "Aberto", className: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
+  PENDING: { label: "Pendente", className: "border border-slate-200 bg-[#fdebd6] text-[#7b4107]" },
+  ON_HOLD: { label: "Em espera", className: "border border-slate-200 bg-[#ede8ff] text-[#4f2f96]" },
+  RESOLVED: { label: "Resolvido", className: "border border-slate-200 bg-[#dcf4eb] text-[#1f6a45]" },
+  CLOSED: { label: "Fechado", className: "border border-slate-200 bg-slate-200 text-slate-700" },
+}
 
 type TicketStatusBadgeProps = { status: TicketStatus }
 
 export function TicketStatusBadge({ status }: TicketStatusBadgeProps) {
-  const config = statusConfig[status]
+  const parsed = ticketStatusSchema.parse(status)
+  const styles = statusStyles[parsed]
   return (
-    <Badge
-      variant="outline"
-      className={`rounded-full px-2.5 py-1 text-xs font-medium ${config?.className ?? ""}`}
-    >
-      {config?.label ?? status}
+    <Badge className={cn('inline-flex items-center rounded-full px-3 py-0.5 text-xs font-semibold', styles?.className)}>
+      {styles?.label ?? parsed}
     </Badge>
   )
 }

web/src/components/tickets/status-select.tsx

@@ -0,0 +1,67 @@
+"use client"
+
+import { useState } from "react"
+import { useMutation } from "convex/react"
+// @ts-ignore
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+import type { TicketStatus } from "@/lib/schemas/ticket"
+import { useAuth } from "@/lib/auth-client"
+import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
+import { Badge } from "@/components/ui/badge"
+import { toast } from "sonner"
+import { cn } from "@/lib/utils"
+
+const statusStyles: Record<TicketStatus, { label: string; badgeClass: string }> = {
+  NEW: { label: "Novo", badgeClass: "border border-slate-200 bg-slate-100 text-slate-700" },
+  OPEN: { label: "Aberto", badgeClass: "border border-slate-200 bg-[#dff1fb] text-[#0a4760]" },
+  PENDING: { label: "Pendente", badgeClass: "border border-slate-200 bg-[#fdebd6] text-[#7b4107]" },
+  ON_HOLD: { label: "Em espera", badgeClass: "border border-slate-200 bg-[#ede8ff] text-[#4f2f96]" },
+  RESOLVED: { label: "Resolvido", badgeClass: "border border-slate-200 bg-[#dcf4eb] text-[#1f6a45]" },
+  CLOSED: { label: "Fechado", badgeClass: "border border-slate-200 bg-slate-200 text-slate-700" },
+}
+
+const triggerClass = "h-8 w-[180px] rounded-full border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
+const itemClass = "rounded-md px-2 py-2 text-sm text-neutral-800 transition hover:bg-slate-100 data-[state=checked]:bg-[#00e8ff]/15 data-[state=checked]:text-neutral-900 focus:bg-[#00e8ff]/10"
+const baseBadgeClass = "inline-flex items-center rounded-full px-3 py-0.5 text-xs font-semibold"
+
+export function StatusSelect({ ticketId, value }: { ticketId: string; value: TicketStatus }) {
+  const updateStatus = useMutation(api.tickets.updateStatus)
+  const [status, setStatus] = useState<TicketStatus>(value)
+  const { userId } = useAuth()
+
+  return (
+    <Select
+      value={status}
+      onValueChange={async (selected) => {
+        const previous = status
+        const next = selected as TicketStatus
+        setStatus(next)
+        toast.loading("Atualizando status...", { id: "status" })
+        try {
+          if (!userId) throw new Error("missing user")
+          await updateStatus({ ticketId: ticketId as unknown as Id<"tickets">, status: next, actorId: userId as Id<"users"> })
+          toast.success("Status alterado para " + (statusStyles[next]?.label ?? next) + ".", { id: "status" })
+        } catch {
+          setStatus(previous)
+          toast.error("Não foi possível atualizar o status.", { id: "status" })
+        }
+      }}
+    >
+      <SelectTrigger className={triggerClass}>
+        <SelectValue>
+          <Badge className={cn(baseBadgeClass, statusStyles[status]?.badgeClass)}>
+            {statusStyles[status]?.label ?? status}
+          </Badge>
+        </SelectValue>
+      </SelectTrigger>
+      <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
+        {(["NEW", "OPEN", "PENDING", "ON_HOLD", "RESOLVED", "CLOSED"] as const).map((option) => (
+          <SelectItem key={option} value={option} className={itemClass}>
+            {statusStyles[option].label}
+          </SelectItem>
+        ))}
+      </SelectContent>
+    </Select>
+  )
+}

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

@@ -5,8 +5,7 @@ import { formatDistanceToNow } from "date-fns"
 import { ptBR } from "date-fns/locale"
 import { IconLock, IconMessage } from "@tabler/icons-react"
 import { Download, FileIcon } from "lucide-react"
-import { useAction, useMutation } from "convex/react"
-// eslint-disable-next-line @typescript-eslint/ban-ts-comment
+import { useMutation } from "convex/react"
 // @ts-ignore
 import { api } from "@/convex/_generated/api"
 import { useAuth } from "@/lib/auth-client"
@@ -21,71 +20,93 @@ import { Dropzone } from "@/components/ui/dropzone"
 import { RichTextEditor, RichTextContent, sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
 import { Dialog, DialogContent } from "@/components/ui/dialog"
 import { Select, SelectTrigger, SelectValue, SelectContent, SelectItem } from "@/components/ui/select"
+import { Empty, EmptyDescription, EmptyHeader, EmptyMedia, EmptyTitle } from "@/components/ui/empty"
 
 interface TicketCommentsProps {
   ticket: TicketWithDetails
 }
 
+const badgeInternal = "gap-1 rounded-full border border-slate-300 bg-neutral-900 px-2 py-0.5 text-xs font-semibold uppercase tracking-wide text-white"
+const selectTriggerClass = "h-8 w-[140px] rounded-lg border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
+const submitButtonClass = "inline-flex items-center gap-2 rounded-lg border border-black bg-[#00e8ff] px-3 py-2 text-sm font-semibold text-black transition hover:bg-[#00d6eb]"
+
 export function TicketComments({ ticket }: TicketCommentsProps) {
   const { userId } = useAuth()
   const addComment = useMutation(api.tickets.addComment)
-  const generateUploadUrl = useAction(api.files.generateUploadUrl)
   const [body, setBody] = useState("")
   const [attachmentsToSend, setAttachmentsToSend] = useState<Array<{ storageId: string; name: string; size?: number; type?: string; previewUrl?: string }>>([])
   const [preview, setPreview] = useState<string | null>(null)
-  const [pending, setPending] = useState<Pick<TicketWithDetails["comments"][number], "id"|"author"|"visibility"|"body"|"attachments"|"createdAt"|"updatedAt">[]>([])
+  const [pending, setPending] = useState<Pick<TicketWithDetails["comments"][number], "id" | "author" | "visibility" | "body" | "attachments" | "createdAt" | "updatedAt">[]>([])
   const [visibility, setVisibility] = useState<"PUBLIC" | "INTERNAL">("PUBLIC")
 
   const commentsAll = useMemo(() => {
     return [...pending, ...ticket.comments]
   }, [pending, ticket.comments])
 
-  async function handleSubmit(e: React.FormEvent) {
-    e.preventDefault()
+  async function handleSubmit(event: React.FormEvent) {
+    event.preventDefault()
     if (!userId) return
-    const attachments = attachmentsToSend
     const now = new Date()
+    const attachments = attachmentsToSend
     const optimistic = {
       id: `temp-${now.getTime()}`,
       author: ticket.requester,
       visibility,
       body: sanitizeEditorHtml(body),
-      attachments: attachments.map((a) => ({ id: a.storageId, name: a.name, url: a.previewUrl })),
+      attachments: attachments.map((attachment) => ({
+        id: attachment.storageId,
+        name: attachment.name,
+        url: attachment.previewUrl,
+      })),
       createdAt: now,
       updatedAt: now,
     }
-    setPending((p) => [optimistic, ...p])
+
+    setPending((current) => [optimistic, ...current])
     setBody("")
     setAttachmentsToSend([])
-    toast.loading("Enviando comentário.", { id: "comment" })
+    toast.loading("Enviando comentário...", { id: "comment" })
+
     try {
-      const typedAttachments = attachments.map((a) => ({
-        storageId: a.storageId as unknown as Id<"_storage">,
-        name: a.name,
-        size: a.size,
-        type: a.type,
+      const payload = attachments.map((attachment) => ({
+        storageId: attachment.storageId as unknown as Id<"_storage">,
+        name: attachment.name,
+        size: attachment.size,
+        type: attachment.type,
       }))
-      await addComment({ ticketId: ticket.id as Id<"tickets">, authorId: userId as Id<"users">, visibility, body: optimistic.body, attachments: typedAttachments })
+      await addComment({
+        ticketId: ticket.id as Id<"tickets">,
+        authorId: userId as Id<"users">,
+        visibility,
+        body: optimistic.body,
+        attachments: payload,
+      })
       setPending([])
       toast.success("Comentário enviado!", { id: "comment" })
-    } catch (err) {
+    } catch {
       setPending([])
       toast.error("Falha ao enviar comentário.", { id: "comment" })
     }
   }
 
   return (
-    <Card className="rounded-xl border bg-card shadow-sm">
-      <CardHeader className="px-4">
-        <CardTitle className="flex items-center gap-2 text-lg font-semibold">
-          <IconMessage className="size-5" /> Conversa
+    <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
+      <CardHeader className="px-4 pb-3">
+        <CardTitle className="flex items-center gap-2 text-lg font-semibold text-neutral-900">
+          <IconMessage className="size-5 text-neutral-900" /> Conversa
         </CardTitle>
       </CardHeader>
       <CardContent className="space-y-6 px-4 pb-6">
         {commentsAll.length === 0 ? (
-          <p className="text-sm text-muted-foreground">
-            Ainda sem comentários. Que tal registrar o próximo passo?
-          </p>
+          <Empty>
+            <EmptyHeader>
+              <EmptyMedia variant="icon">
+                <IconMessage className="size-5 text-neutral-900" />
+              </EmptyMedia>
+              <EmptyTitle className="text-neutral-900">Nenhum comentário ainda</EmptyTitle>
+              <EmptyDescription className="text-neutral-600">Registre o próximo passo abaixo.</EmptyDescription>
+            </EmptyHeader>
+          </Empty>
         ) : (
           commentsAll.map((comment) => {
             const initials = comment.author.name
@@ -93,56 +114,62 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
               .slice(0, 2)
               .map((part) => part[0]?.toUpperCase())
               .join("")
+
             return (
               <div key={comment.id} className="flex gap-3">
-                <Avatar className="size-9">
+                <Avatar className="size-9 border border-slate-200">
                   <AvatarImage src={comment.author.avatarUrl} alt={comment.author.name} />
                   <AvatarFallback>{initials}</AvatarFallback>
                 </Avatar>
                 <div className="flex flex-col gap-2">
                   <div className="flex flex-wrap items-center gap-2 text-sm">
-                    <span className="font-medium text-foreground">{comment.author.name}</span>
+                    <span className="font-semibold text-neutral-900">{comment.author.name}</span>
                     {comment.visibility === "INTERNAL" ? (
-                      <Badge variant="outline" className="gap-1">
-                        <IconLock className="size-3" /> Interno
+                      <Badge className={badgeInternal}>
+                        <IconLock className="size-3 text-[#00e8ff]" /> Interno
                       </Badge>
                     ) : null}
-                    <span className="text-xs text-muted-foreground">
+                    <span className="text-xs text-neutral-500">
                       {formatDistanceToNow(comment.createdAt, { addSuffix: true, locale: ptBR })}
                     </span>
                   </div>
-                  <div className="rounded-lg border border-dashed bg-card px-3 py-2 text-sm leading-relaxed text-muted-foreground break-words">
+                  <div className="break-words rounded-xl border border-slate-200 bg-white px-3 py-2 text-sm leading-relaxed text-neutral-700">
                     <RichTextContent html={comment.body} />
                   </div>
-          {comment.attachments?.length ? (
-            <div className="grid max-w-xl grid-cols-[repeat(auto-fill,minmax(96px,1fr))] gap-3">
-              {comment.attachments.map((att) => {
-                const isImg = (att?.url ?? "").match(/\.(png|jpe?g|gif|webp|svg)$/i)
-                if (isImg && att.url) {
-                  return (
-                    <button
-                      key={att.id}
-                      type="button"
-                      onClick={() => setPreview(att.url || null)}
-                      className="group overflow-hidden rounded-lg border bg-card p-0.5 hover:shadow"
-                    >
-                      {/* eslint-disable-next-line @next/next/no-img-element */}
-                      <img src={att.url} alt={att.name} className="h-24 w-24 rounded-md object-cover" />
-                      <div className="mt-1 line-clamp-1 w-24 text-ellipsis text-center text-[11px] text-muted-foreground">
-                        {att.name}
-                      </div>
-                    </button>
-                  )
-                }
-                return (
-                  <a key={att.id} href={att.url} download={att.name} target="_blank" className="flex items-center gap-2 rounded-md border px-2 py-1 text-xs hover:bg-muted">
-                    <FileIcon className="size-3.5" /> {att.name}
-                    {att.url ? <Download className="size-3.5" /> : null}
-                  </a>
-                )
-              })}
-            </div>
-          ) : null}
+                  {comment.attachments?.length ? (
+                    <div className="grid max-w-xl grid-cols-[repeat(auto-fill,minmax(96px,1fr))] gap-3">
+                      {comment.attachments.map((attachment) => {
+                        const isImage = (attachment?.url ?? "").match(/\.(png|jpe?g|gif|webp|svg)$/i)
+                        if (isImage && attachment.url) {
+                          return (
+                            <button
+                              key={attachment.id}
+                              type="button"
+                              onClick={() => setPreview(attachment.url || null)}
+                              className="group overflow-hidden rounded-lg border border-slate-200 bg-white p-0.5 hover:border-slate-400"
+                            >
+                              <img src={attachment.url} alt={attachment.name} className="h-24 w-24 rounded-md object-cover" />
+                              <div className="mt-1 line-clamp-1 w-24 text-ellipsis text-center text-[11px] text-neutral-500">
+                                {attachment.name}
+                              </div>
+                            </button>
+                          )
+                        }
+                        return (
+                          <a
+                            key={attachment.id}
+                            href={attachment.url}
+                            download={attachment.name}
+                            target="_blank"
+                            className="flex items-center gap-2 rounded-md border border-slate-200 px-2 py-1 text-xs text-neutral-800 hover:border-slate-400"
+                          >
+                            <FileIcon className="size-3.5 text-neutral-700" /> {attachment.name}
+                            {attachment.url ? <Download className="size-3.5 text-neutral-700" /> : null}
+                          </a>
+                        )
+                      })}
+                    </div>
+                  ) : null}
                 </div>
               </div>
             )
@@ -152,25 +179,26 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
           <RichTextEditor value={body} onChange={setBody} placeholder="Escreva um comentário..." />
           <Dropzone onUploaded={(files) => setAttachmentsToSend((prev) => [...prev, ...files])} />
           <div className="flex items-center justify-between gap-2">
-            <div className="flex items-center gap-2 text-xs text-muted-foreground">
+            <div className="flex items-center gap-2 text-xs text-neutral-600">
               Visibilidade:
-                  <Select value={visibility} onValueChange={(v) => setVisibility(v as "PUBLIC" | "INTERNAL")}>
-                <SelectTrigger className="h-8 w-[140px]"><SelectValue placeholder="Visibilidade" /></SelectTrigger>
-                <SelectContent>
+              <Select value={visibility} onValueChange={(value) => setVisibility(value as "PUBLIC" | "INTERNAL")}>
+                <SelectTrigger className={selectTriggerClass}>
+                  <SelectValue placeholder="Visibilidade" />
+                </SelectTrigger>
+                <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
                   <SelectItem value="PUBLIC">Pública</SelectItem>
                   <SelectItem value="INTERNAL">Interna</SelectItem>
                 </SelectContent>
               </Select>
             </div>
-            <Button type="submit" size="sm">Enviar</Button>
+            <Button type="submit" size="sm" className={submitButtonClass}>
+              Enviar
+            </Button>
           </div>
         </form>
-        <Dialog open={!!preview} onOpenChange={(o) => !o && setPreview(null)}>
+        <Dialog open={!!preview} onOpenChange={(open) => !open && setPreview(null)}>
           <DialogContent className="max-w-3xl p-0">
-            {preview ? (
-              // eslint-disable-next-line @next/next/no-img-element
-              <img src={preview} alt="Preview" className="h-auto w-full rounded-xl" />
-            ) : null}
+            {preview ? <img src={preview} alt="Preview" className="h-auto w-full rounded-xl" /> : null}
           </DialogContent>
         </Dialog>
       </CardContent>

web/src/components/tickets/ticket-detail-view.tsx

@@ -10,7 +10,6 @@ import type { Id } from "@/convex/_generated/dataModel";
 import type { TicketWithDetails } from "@/lib/schemas/ticket";
 import { getTicketById } from "@/lib/mocks/tickets";
 import { Card, CardContent } from "@/components/ui/card";
-import { Separator } from "@/components/ui/separator";
 import { Skeleton } from "@/components/ui/skeleton";
 import { TicketComments } from "@/components/tickets/ticket-comments.rich";
 import { TicketDetailsPanel } from "@/components/tickets/ticket-details-panel";
@@ -28,7 +27,7 @@ export function TicketDetailView({ id }: { id: string }) {
   }
   if (!ticket) return (
     <div className="flex flex-col gap-6 px-4 lg:px-6">
-      <Card className="rounded-xl border bg-card shadow-sm">
+      <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
         <CardContent className="space-y-3 p-6">
           <div className="flex items-center gap-2"><Skeleton className="h-5 w-24" /><Skeleton className="h-5 w-20" /></div>
           <Skeleton className="h-7 w-2/3" />
@@ -36,7 +35,7 @@ export function TicketDetailView({ id }: { id: string }) {
         </CardContent>
       </Card>
       <div className="grid gap-6 lg:grid-cols-[2fr_1fr]">
-        <Card className="rounded-xl border bg-card shadow-sm">
+        <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
           <CardContent className="space-y-4 p-6">
             {Array.from({ length: 3 }).map((_, i) => (
               <div key={i} className="space-y-2">
@@ -46,7 +45,7 @@ export function TicketDetailView({ id }: { id: string }) {
             ))}
           </CardContent>
         </Card>
-        <Card className="rounded-xl border bg-card shadow-sm">
+        <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
           <CardContent className="space-y-3 p-6">
             {Array.from({ length: 5 }).map((_, i) => (<Skeleton key={i} className="h-3 w-full" />))}
           </CardContent>

web/src/components/tickets/ticket-details-panel.tsx

@@ -11,75 +11,75 @@ interface TicketDetailsPanelProps {
   ticket: TicketWithDetails
 }
 
+const queueBadgeClass = "inline-flex items-center rounded-full border border-slate-200 bg-white px-2.5 py-1 text-xs font-semibold text-neutral-700"
+const tagBadgeClass = "inline-flex items-center gap-1 rounded-full border border-slate-200 bg-slate-100 px-2 py-0.5 text-[11px] font-medium text-neutral-700"
+const iconAccentClass = "size-3 text-neutral-700"
+
 export function TicketDetailsPanel({ ticket }: TicketDetailsPanelProps) {
   return (
-    <Card className="rounded-xl border bg-card shadow-sm">
-      <CardHeader className="px-4">
-        <CardTitle className="text-lg font-semibold">Detalhes</CardTitle>
+    <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
+      <CardHeader className="px-4 pb-3">
+        <CardTitle className="text-lg font-semibold text-neutral-900">Detalhes</CardTitle>
       </CardHeader>
-      <CardContent className="flex flex-col gap-5 px-4 pb-6 text-sm text-muted-foreground">
+      <CardContent className="flex flex-col gap-5 px-4 pb-6 text-sm text-neutral-700">
         <div className="space-y-1 break-words">
-          <p className="text-xs font-semibold uppercase tracking-wide">Fila</p>
-          <Badge variant="outline" className="max-w-full truncate">{ticket.queue ?? "Sem fila"}</Badge>
+          <p className="text-xs font-semibold uppercase tracking-wide text-neutral-500">Fila</p>
+          <Badge className={queueBadgeClass}>{ticket.queue ?? "Sem fila"}</Badge>
         </div>
-        <Separator />
+        <Separator className="bg-slate-200" />
         <div className="space-y-2 break-words">
-          <p className="text-xs font-semibold uppercase tracking-wide">SLA</p>
+          <p className="text-xs font-semibold uppercase tracking-wide text-neutral-500">SLA</p>
           {ticket.slaPolicy ? (
-            <div className="flex flex-col gap-2 rounded-lg border border-dashed bg-card px-3 py-2">
-              <span className="text-foreground text-sm font-medium leading-tight">{ticket.slaPolicy.name}</span>
-              <div className="flex flex-col gap-1 text-xs text-muted-foreground">
+            <div className="flex flex-col gap-2 rounded-xl border border-slate-200 bg-white px-3 py-2 shadow-sm">
+              <span className="text-sm font-semibold text-neutral-900">{ticket.slaPolicy.name}</span>
+              <div className="flex flex-col gap-1 text-xs text-neutral-600">
                 {ticket.slaPolicy.targetMinutesToFirstResponse ? (
-                  <span className="leading-normal">
-                    Resposta inicial: {ticket.slaPolicy.targetMinutesToFirstResponse} min
-                  </span>
+                  <span>Resposta inicial: {ticket.slaPolicy.targetMinutesToFirstResponse} min</span>
                 ) : null}
                 {ticket.slaPolicy.targetMinutesToResolution ? (
-                  <span className="leading-normal">
-                    Resolução: {ticket.slaPolicy.targetMinutesToResolution} min
-                  </span>
+                  <span>Resolução: {ticket.slaPolicy.targetMinutesToResolution} min</span>
                 ) : null}
               </div>
             </div>
           ) : (
-            <span>Sem política atribuída.</span>
+            <span className="text-neutral-600">Sem política atribuída.</span>
           )}
         </div>
-        <Separator />
+        <Separator className="bg-slate-200" />
         <div className="space-y-2">
-          <p className="text-xs font-semibold uppercase tracking-wide">Métricas</p>
+          <p className="text-xs font-semibold uppercase tracking-wide text-neutral-500">Métricas</p>
           {ticket.metrics ? (
-            <div className="flex flex-col gap-2 text-xs text-muted-foreground">
+            <div className="flex flex-col gap-2 text-xs text-neutral-700">
               <span className="flex items-center gap-2">
-                <IconClockHour4 className="size-3" /> Tempo aguardando: {ticket.metrics.timeWaitingMinutes ?? "-"} min
+                <IconClockHour4 className={iconAccentClass} /> Tempo aguardando: {ticket.metrics.timeWaitingMinutes ?? "-"} min
               </span>
               <span className="flex items-center gap-2">
-                <IconAlertTriangle className="size-3" /> Tempo aberto: {ticket.metrics.timeOpenedMinutes ?? "-"} min
+                <IconAlertTriangle className={iconAccentClass} /> Tempo aberto: {ticket.metrics.timeOpenedMinutes ?? "-"} min
               </span>
             </div>
           ) : (
-            <span>Sem dados de SLA ainda.</span>
+            <span className="text-neutral-600">Sem dados de SLA ainda.</span>
           )}
         </div>
-        <Separator />
+        <Separator className="bg-slate-200" />
         <div className="space-y-2 break-words">
-          <p className="text-xs font-semibold uppercase tracking-wide">Tags</p>
+          <p className="text-xs font-semibold uppercase tracking-wide text-neutral-500">Tags</p>
           <div className="flex flex-wrap gap-2">
             {ticket.tags?.length ? (
               ticket.tags.map((tag) => (
-                <Badge key={tag} variant="outline" className="gap-1">
-                  <IconTags className="size-3" /> {tag}
+                <Badge key={tag} className={tagBadgeClass}>
+                  <IconTags className={iconAccentClass} /> {tag}
                 </Badge>
               ))
             ) : (
-              <span>Sem tags.</span>
+              <span className="text-neutral-600">Sem tags.</span>
             )}
           </div>
         </div>
-        <Separator />
+        <Separator className="bg-slate-200" />
         <div className="space-y-1">
-          <p className="text-xs font-semibold uppercase tracking-wide">Histórico</p>
-          <div className="flex flex-col gap-1 text-xs text-muted-foreground">
+          <p className="text-xs font-semibold uppercase tracking-wide text-neutral-500">Histórico</p>
+          <div className="flex flex-col gap-1 text-xs text-neutral-600">
             <span>Criado: {format(ticket.createdAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
             <span>Atualizado: {format(ticket.updatedAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
             {ticket.resolvedAt ? (

web/src/components/tickets/ticket-queue-summary.tsx

@@ -1,7 +1,6 @@
 "use client"
 
 import { useQuery } from "convex/react"
-// eslint-disable-next-line @typescript-eslint/ban-ts-comment
 // @ts-ignore
 import { api } from "@/convex/_generated/api"
 import { DEFAULT_TENANT_ID } from "@/lib/constants"
@@ -16,45 +15,47 @@ interface TicketQueueSummaryProps {
 export function TicketQueueSummaryCards({ queues }: TicketQueueSummaryProps) {
   const fromServer = useQuery(api.queues.summary, { tenantId: DEFAULT_TENANT_ID })
   const data: TicketQueueSummary[] = (queues ?? (fromServer as TicketQueueSummary[] | undefined) ?? [])
+
   if (!queues && fromServer === undefined) {
     return (
       <div className="grid gap-4 md:grid-cols-2 xl:grid-cols-3">
-        {Array.from({ length: 3 }).map((_, i) => (
-          <div key={i} className="rounded-xl border bg-card p-4">
-            <div className="h-4 w-24 animate-pulse rounded bg-muted" />
-            <div className="mt-4 h-3 w-full animate-pulse rounded bg-muted" />
+        {Array.from({ length: 3 }).map((_, index) => (
+          <div key={index} className="rounded-2xl border border-slate-200 bg-white p-4 shadow-sm">
+            <div className="h-4 w-24 animate-pulse rounded bg-slate-100" />
+            <div className="mt-4 h-3 w-full animate-pulse rounded bg-slate-100" />
           </div>
         ))}
       </div>
     )
   }
+
   return (
     <div className="grid gap-4 md:grid-cols-2 xl:grid-cols-3">
       {data.map((queue) => {
         const total = queue.pending + queue.waiting
         const breachPercent = total === 0 ? 0 : Math.round((queue.breached / total) * 100)
         return (
-          <Card key={queue.id} className="border border-border/60 bg-gradient-to-br from-background to-card p-4">
+          <Card key={queue.id} className="rounded-2xl border border-slate-200 bg-white p-4 shadow-sm">
             <CardHeader className="pb-2">
-              <CardDescription>Fila</CardDescription>
-              <CardTitle className="text-lg font-semibold">{queue.name}</CardTitle>
+              <CardDescription className="text-xs uppercase tracking-wide text-neutral-500">Fila</CardDescription>
+              <CardTitle className="text-lg font-semibold text-neutral-900">{queue.name}</CardTitle>
             </CardHeader>
-            <CardContent className="flex flex-col gap-3 text-sm">
-              <div className="flex justify-between text-muted-foreground">
+            <CardContent className="flex flex-col gap-3 text-sm text-neutral-600">
+              <div className="flex justify-between">
                 <span>Pendentes</span>
-                <span className="font-medium text-foreground">{queue.pending}</span>
+                <span className="font-semibold text-neutral-900">{queue.pending}</span>
               </div>
-              <div className="flex justify-between text-muted-foreground">
+              <div className="flex justify-between">
                 <span>Aguardando resposta</span>
-                <span className="font-medium text-foreground">{queue.waiting}</span>
+                <span className="font-semibold text-neutral-900">{queue.waiting}</span>
               </div>
-              <div className="flex items-center justify-between text-muted-foreground">
+              <div className="flex items-center justify-between">
                 <span>Violados</span>
-                <span className="font-medium text-destructive">{queue.breached}</span>
+                <span className="font-semibold text-red-600">{queue.breached}</span>
               </div>
               <div className="pt-1.5">
-                <Progress value={breachPercent} className="h-1.5" />
-                <span className="mt-2 block text-xs text-muted-foreground">
+                <Progress value={breachPercent} className="h-1.5 bg-slate-100" indicatorClassName="bg-[#00e8ff]" />
+                <span className="mt-2 block text-xs text-neutral-500">
                   {breachPercent}% com SLA violado nesta fila
                 </span>
               </div>

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

@@ -1,9 +1,9 @@
 "use client"
 
-import { useState } from "react"
+import { useMemo, useState } from "react"
 import { format } from "date-fns"
 import { ptBR } from "date-fns/locale"
-import { IconClock, IconUserCircle } from "@tabler/icons-react"
+import { IconPlayerPause, IconPlayerPlay } from "@tabler/icons-react"
 import { useMutation, useQuery } from "convex/react"
 import { toast } from "sonner"
 // eslint-disable-next-line @typescript-eslint/ban-ts-comment
@@ -15,91 +15,154 @@ import type { Doc, Id } from "@/convex/_generated/dataModel"
 import type { TicketWithDetails, TicketQueueSummary, TicketStatus } from "@/lib/schemas/ticket"
 import { Badge } from "@/components/ui/badge"
 import { Separator } from "@/components/ui/separator"
-import { TicketPriorityPill } from "@/components/tickets/priority-pill"
 import { PrioritySelect } from "@/components/tickets/priority-select"
 import { DeleteTicketDialog } from "@/components/tickets/delete-ticket-dialog"
-import { TicketStatusBadge } from "@/components/tickets/status-badge"
+import { StatusSelect } from "@/components/tickets/status-select"
 import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
+import { Button } from "@/components/ui/button"
+import { Input } from "@/components/ui/input"
 
 interface TicketHeaderProps {
   ticket: TicketWithDetails
 }
 
+const cardClass = "space-y-4 rounded-2xl border border-slate-200 bg-white p-6 shadow-sm"
+const referenceBadgeClass = "inline-flex items-center gap-1 rounded-full border border-slate-200 bg-white px-3 py-1 text-xs font-semibold text-neutral-700"
+const startButtonClass = "inline-flex items-center gap-1 rounded-lg border border-black bg-[#00e8ff] px-3 py-1.5 text-sm font-semibold text-black transition hover:bg-[#00d6eb]"
+const pauseButtonClass = "inline-flex items-center gap-1 rounded-lg border border-black bg-black px-3 py-1.5 text-sm font-semibold text-white transition hover:bg-black/90"
+const editButtonClass = "inline-flex items-center gap-1 rounded-lg border border-black bg-black px-3 py-1.5 text-sm font-semibold text-white transition hover:bg-black/90"
+const selectTriggerClass = "h-8 w-[220px] rounded-lg border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
+const smallSelectTriggerClass = "h-8 w-[180px] rounded-lg border border-slate-300 bg-white px-3 text-left text-sm font-medium text-neutral-800 shadow-sm focus:ring-0 data-[state=open]:border-[#00d6eb]"
+const sectionLabelClass = "text-xs font-semibold uppercase tracking-wide text-neutral-500"
+const sectionValueClass = "font-medium text-neutral-900"
+
 export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
   const { userId } = useAuth()
-  const updateStatus = useMutation(api.tickets.updateStatus)
   const changeAssignee = useMutation(api.tickets.changeAssignee)
   const changeQueue = useMutation(api.tickets.changeQueue)
+  const updateSubject = useMutation(api.tickets.updateSubject)
+  const updateSummary = useMutation(api.tickets.updateSummary)
+  const toggleWork = useMutation(api.tickets.toggleWork)
   const agents = (useQuery(api.users.listAgents, { tenantId: ticket.tenantId }) as Doc<"users">[] | undefined) ?? []
   const queues = (useQuery(api.queues.summary, { tenantId: ticket.tenantId }) as TicketQueueSummary[] | undefined) ?? []
-  const [status, setStatus] = useState<TicketStatus>(ticket.status)
-  const statusPt: Record<string, string> = {
-    NEW: "Novo",
-    OPEN: "Aberto",
-    PENDING: "Pendente",
-    ON_HOLD: "Em espera",
-    RESOLVED: "Resolvido",
-    CLOSED: "Fechado",
+  const [status] = useState<TicketStatus>(ticket.status)
+
+  const [editing, setEditing] = useState(false)
+  const [subject, setSubject] = useState(ticket.subject)
+  const [summary, setSummary] = useState(ticket.summary ?? "")
+  const dirty = useMemo(
+    () => subject !== ticket.subject || (summary ?? "") !== (ticket.summary ?? ""),
+    [subject, summary, ticket.subject, ticket.summary]
+  )
+
+  async function handleSave() {
+    if (!userId) return
+    toast.loading("Salvando alterações...", { id: "save-header" })
+    try {
+      if (subject !== ticket.subject) {
+        await updateSubject({ ticketId: ticket.id as Id<"tickets">, subject: subject.trim(), actorId: userId as Id<"users"> })
+      }
+      if ((summary ?? "") !== (ticket.summary ?? "")) {
+        await updateSummary({ ticketId: ticket.id as Id<"tickets">, summary: (summary ?? "").trim(), actorId: userId as Id<"users"> })
+      }
+      toast.success("Cabeçalho atualizado!", { id: "save-header" })
+      setEditing(false)
+    } catch {
+      toast.error("Não foi possível salvar.", { id: "save-header" })
+    }
   }
+
+  function handleCancel() {
+    setSubject(ticket.subject)
+    setSummary(ticket.summary ?? "")
+    setEditing(false)
+  }
+
+  const lastWork = [...ticket.timeline].reverse().find((e) => e.type === "WORK_STARTED" || e.type === "WORK_PAUSED")
+  const isPlaying = lastWork?.type === "WORK_STARTED"
+
   return (
-    <div className="space-y-4 rounded-xl border bg-card p-6 shadow-sm">
+    <div className={cardClass}>
       <div className="flex flex-wrap items-start justify-between gap-3">
-        <div className="space-y-2">
-          <div className="flex items-center gap-3">
-            <Badge variant="outline" className="rounded-full px-3 py-1 text-xs uppercase tracking-wide">
-              #{ticket.reference}
-            </Badge>
-            <PrioritySelect ticketId={ticket.id as any} value={ticket.priority as any} />
-            <TicketStatusBadge status={status} />
-            <Select
-              value={status}
-              onValueChange={async (value) => {
-                const prev = status
-                setStatus(value as import("@/lib/schemas/ticket").TicketStatus) // otimista
+        <div className="space-y-3">
+          <div className="flex flex-wrap items-center gap-3">
+            <Badge className={referenceBadgeClass}>#{ticket.reference}</Badge>
+            <PrioritySelect ticketId={ticket.id} value={ticket.priority} />
+            <StatusSelect ticketId={ticket.id} value={status} />
+            <Button
+              size="sm"
+              className={isPlaying ? pauseButtonClass : startButtonClass}
+              onClick={async () => {
                 if (!userId) return
-                toast.loading("Atualizando status…", { id: "status" })
-                try {
-                  await updateStatus({ ticketId: ticket.id as Id<"tickets">, status: value, actorId: userId as Id<"users"> })
-                  toast.success(`Status alterado para ${statusPt[value]}.`, { id: "status" })
-                } catch (e) {
-                  setStatus(prev)
-                  toast.error("Não foi possível alterar o status.", { id: "status" })
-                }
+                const next = await toggleWork({ ticketId: ticket.id as Id<"tickets">, actorId: userId as Id<"users"> })
+                if (next) toast.success("Atendimento iniciado", { id: "work" })
+                else toast.success("Atendimento pausado", { id: "work" })
               }}
             >
-              <SelectTrigger className="h-8 w-[150px]">
-                <SelectValue placeholder="Alterar status" />
-              </SelectTrigger>
-              <SelectContent>
-                {(["NEW","OPEN","PENDING","ON_HOLD","RESOLVED","CLOSED"]).map((s) => (
-                  <SelectItem key={s} value={s}>{statusPt[s]}</SelectItem>
-                ))}
-              </SelectContent>
-            </Select>
+              {isPlaying ? (
+                <>
+                  <IconPlayerPause className="size-4 text-white" /> Pausar
+                </>
+              ) : (
+                <>
+                  <IconPlayerPlay className="size-4 text-black" /> Iniciar
+                </>
+              )}
+            </Button>
           </div>
-          <h1 className="text-2xl font-semibold text-foreground break-words">{ticket.subject}</h1>
-          <p className="max-w-2xl text-sm text-muted-foreground">{ticket.summary}</p>
-          <div className="ms-auto flex items-center gap-2">
-            <DeleteTicketDialog ticketId={ticket.id as any} />
+          {editing ? (
+            <div className="space-y-2">
+              <Input
+                value={subject}
+                onChange={(e) => setSubject(e.target.value)}
+                className="h-10 rounded-lg border border-slate-300 text-lg font-semibold text-neutral-900"
+              />
+              <textarea
+                value={summary}
+                onChange={(e) => setSummary(e.target.value)}
+                rows={3}
+                className="w-full rounded-lg border border-slate-300 bg-white p-3 text-sm text-neutral-800 shadow-sm"
+                placeholder="Adicione um resumo opcional"
+              />
+            </div>
+          ) : (
+            <div className="space-y-1">
+              <h1 className="break-words text-2xl font-semibold text-neutral-900">{subject}</h1>
+              {summary ? <p className="max-w-2xl text-sm text-neutral-600">{summary}</p> : null}
+            </div>
+          )}
+          <div className="flex items-center gap-2">
+            {editing ? (
+              <>
+                <Button variant="ghost" size="sm" className="text-sm font-semibold text-neutral-700" onClick={handleCancel}>
+                  Cancelar
+                </Button>
+                <Button size="sm" className={startButtonClass} onClick={handleSave} disabled={!dirty}>
+                  Salvar
+                </Button>
+              </>
+            ) : (
+              <Button size="sm" className={editButtonClass} onClick={() => setEditing(true)}>
+                Editar
+              </Button>
+            )}
+            <DeleteTicketDialog ticketId={ticket.id as Id<"tickets">} />
           </div>
         </div>
       </div>
-      <Separator />
-      <div className="grid gap-4 text-sm text-muted-foreground sm:grid-cols-2 lg:grid-cols-3">
-        <div className="flex items-center gap-2">
-          <IconUserCircle className="size-4" />
-          Solicitante:
-          <span className="font-medium text-foreground">{ticket.requester.name}</span>
+      <Separator className="bg-slate-200" />
+      <div className="grid gap-4 text-sm text-neutral-600 sm:grid-cols-2 lg:grid-cols-3">
+        <div className="flex flex-col gap-1">
+          <span className={sectionLabelClass}>Solicitante</span>
+          <span className={sectionValueClass}>{ticket.requester.name}</span>
         </div>
-        <div className="flex items-center gap-2">
-          <IconUserCircle className="size-4" />
-          Responsável:
-          <span className="font-medium text-foreground">{ticket.assignee?.name ?? "Aguardando atribuição"}</span>
+        <div className="flex flex-col gap-1">
+          <span className={sectionLabelClass}>Responsável</span>
           <Select
             value={ticket.assignee?.id ?? ""}
             onValueChange={async (value) => {
               if (!userId) return
-              toast.loading("Atribuindo responsável…", { id: "assignee" })
+              toast.loading("Atribuindo responsável...", { id: "assignee" })
               try {
                 await changeAssignee({ ticketId: ticket.id as Id<"tickets">, assigneeId: value as Id<"users">, actorId: userId as Id<"users"> })
                 toast.success("Responsável atualizado!", { id: "assignee" })
@@ -108,77 +171,65 @@ export function TicketSummaryHeader({ ticket }: TicketHeaderProps) {
               }
             }}
           >
-            <SelectTrigger className="h-8 w-[220px]"><SelectValue placeholder="Selecionar" /></SelectTrigger>
-            <SelectContent>
-              {agents.map((a) => (
-                <SelectItem key={a._id} value={a._id}>
-                  <span className="inline-flex items-center gap-2">
-                    <span className="inline-flex size-6 items-center justify-center overflow-hidden rounded-full bg-muted">
-                      {/* eslint-disable-next-line @next/next/no-img-element */}
-                      {a.avatarUrl ? <img src={a.avatarUrl} alt={a.name} className="h-6 w-6 rounded-full object-cover" /> : <span className="text-[10px] font-medium">{a.name.split(' ').slice(0,2).map(p=>p[0]).join('').toUpperCase()}</span>}
-                    </span>
-                    {a.name}
-                  </span>
+            <SelectTrigger className={selectTriggerClass}>
+              <SelectValue placeholder="Selecionar" />
+            </SelectTrigger>
+            <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
+              {agents.map((agent) => (
+                <SelectItem key={agent._id} value={agent._id}>
+                  {agent.name}
                 </SelectItem>
               ))}
             </SelectContent>
           </Select>
         </div>
-        <div className="flex items-center gap-2">
-          <IconClock className="size-4" />
-          Fila:
-          <span className="font-medium text-foreground">{ticket.queue ?? "Sem fila"}</span>
+        <div className="flex flex-col gap-1">
+          <span className={sectionLabelClass}>Fila</span>
           <Select
             value={ticket.queue ?? ""}
             onValueChange={async (value) => {
               if (!userId) return
-              const q = queues.find((qq) => qq.name === value)
-              if (!q) return
-              toast.loading("Atualizando fila…", { id: "queue" })
+              const queue = queues.find((item) => item.name === value)
+              if (!queue) return
+              toast.loading("Atualizando fila...", { id: "queue" })
               try {
-                await changeQueue({ ticketId: ticket.id as Id<"tickets">, queueId: q.id as Id<"queues">, actorId: userId as Id<"users"> })
+                await changeQueue({ ticketId: ticket.id as Id<"tickets">, queueId: queue.id as Id<"queues">, actorId: userId as Id<"users"> })
                 toast.success("Fila atualizada!", { id: "queue" })
               } catch {
                 toast.error("Não foi possível atualizar a fila.", { id: "queue" })
               }
             }}
           >
-            <SelectTrigger className="h-8 w-[180px]"><SelectValue placeholder="Selecionar" /></SelectTrigger>
-            <SelectContent>
-              {queues.map((q) => (
-                <SelectItem key={q.id} value={q.name}>{q.name}</SelectItem>
+            <SelectTrigger className={smallSelectTriggerClass}>
+              <SelectValue placeholder="Selecionar" />
+            </SelectTrigger>
+            <SelectContent className="rounded-lg border border-slate-200 bg-white text-neutral-800 shadow-sm">
+              {queues.map((queue) => (
+                <SelectItem key={queue.id} value={queue.name}>
+                  {queue.name}
+                </SelectItem>
               ))}
             </SelectContent>
           </Select>
         </div>
-        <div className="flex items-center gap-2">
-          <IconClock className="size-4" />
-          Atualizado em:
-          <span className="font-medium text-foreground">
-            {format(ticket.updatedAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}
-          </span>
+        <div className="flex flex-col gap-1">
+          <span className={sectionLabelClass}>Atualizado em</span>
+          <span className={sectionValueClass}>{format(ticket.updatedAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
         </div>
-        <div className="flex items-center gap-2">
-          <IconClock className="size-4" />
-          Criado em:
-          <span className="font-medium text-foreground">
-            {format(ticket.createdAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}
-          </span>
+        <div className="flex flex-col gap-1">
+          <span className={sectionLabelClass}>Criado em</span>
+          <span className={sectionValueClass}>{format(ticket.createdAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
         </div>
         {ticket.dueAt ? (
-          <div className="flex items-center gap-2">
-            <IconClock className="size-4" />
-            SLA ate:
-            <span className="font-medium text-foreground">
-              {format(ticket.dueAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}
-            </span>
+          <div className="flex flex-col gap-1">
+            <span className={sectionLabelClass}>SLA até</span>
+            <span className={sectionValueClass}>{format(ticket.dueAt, "dd/MM/yyyy HH:mm", { locale: ptBR })}</span>
           </div>
         ) : null}
         {ticket.slaPolicy ? (
-          <div className="flex items-center gap-2">
-            <IconClock className="size-4" />
-            Politica:
-            <span className="font-medium text-foreground">{ticket.slaPolicy.name}</span>
+          <div className="flex flex-col gap-1">
+            <span className={sectionLabelClass}>Política</span>
+            <span className={sectionValueClass}>{ticket.slaPolicy.name}</span>
           </div>
         ) : null}
       </div>

web/src/components/tickets/ticket-timeline.tsx

@@ -9,7 +9,6 @@ import {
 } from "@tabler/icons-react"
 
 import type { TicketWithDetails } from "@/lib/schemas/ticket"
-import { cn } from "@/lib/utils"
 import { Card, CardContent } from "@/components/ui/card"
 import { Avatar, AvatarFallback, AvatarImage } from "@/components/ui/avatar"
 import { Separator } from "@/components/ui/separator"
@@ -19,6 +18,11 @@ const timelineIcons: Record<string, ComponentType<{ className?: string }>> = {
   STATUS_CHANGED: IconSquareCheck,
   ASSIGNEE_CHANGED: IconUserCircle,
   COMMENT_ADDED: IconNote,
+  WORK_STARTED: IconClockHour4,
+  WORK_PAUSED: IconClockHour4,
+  SUBJECT_CHANGED: IconNote,
+  SUMMARY_CHANGED: IconNote,
+  QUEUE_CHANGED: IconSquareCheck,
 }
 
 const timelineLabels: Record<string, string> = {
@@ -26,6 +30,10 @@ const timelineLabels: Record<string, string> = {
   STATUS_CHANGED: "Status alterado",
   ASSIGNEE_CHANGED: "Responsável alterado",
   COMMENT_ADDED: "Comentário adicionado",
+  WORK_STARTED: "Atendimento iniciado",
+  WORK_PAUSED: "Atendimento pausado",
+  SUBJECT_CHANGED: "Assunto atualizado",
+  SUMMARY_CHANGED: "Resumo atualizado",
   QUEUE_CHANGED: "Fila alterada",
 }
 
@@ -35,50 +43,79 @@ interface TicketTimelineProps {
 
 export function TicketTimeline({ ticket }: TicketTimelineProps) {
   return (
-    <Card className="rounded-xl border bg-card shadow-sm">
-      <CardContent className="space-y-6 px-4 pb-6">
+    <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
+      <CardContent className="space-y-5 px-4 pb-6">
         {ticket.timeline.map((entry, index) => {
           const Icon = timelineIcons[entry.type] ?? IconClockHour4
           const isLast = index === ticket.timeline.length - 1
           return (
-            <div key={entry.id} className="relative pl-10">
+            <div key={entry.id} className="relative pl-11">
               {!isLast && (
-                <span className="absolute left-[17px] top-6 h-full w-px bg-border" aria-hidden />
+                <span className="absolute left-[14px] top-6 h-full w-px bg-slate-200" aria-hidden />
               )}
-              <span className="absolute left-0 top-0 flex size-8 items-center justify-center rounded-full bg-muted text-muted-foreground">
+              <span className="absolute left-0 top-0 flex size-8 items-center justify-center rounded-full border border-slate-200 bg-white text-neutral-700 shadow-sm">
                 <Icon className="size-4" />
               </span>
               <div className="flex flex-col gap-2">
                 <div className="flex flex-wrap items-center gap-x-3 gap-y-1">
-                  <span className="text-sm font-medium text-foreground">
+                  <span className="text-sm font-semibold text-neutral-900">
                     {timelineLabels[entry.type] ?? entry.type}
                   </span>
                   {entry.payload?.actorName ? (
-                    <span className="flex items-center gap-1 text-xs text-muted-foreground">
-                      <Avatar className="size-5">
+                    <span className="flex items-center gap-1 text-xs text-neutral-500">
+                      <Avatar className="size-5 border border-slate-200">
                         <AvatarImage src={entry.payload?.actorAvatar as string | undefined} alt={String(entry.payload?.actorName ?? "")} />
                         <AvatarFallback>
-                          {String(entry.payload?.actorName ?? '').split(' ').slice(0,2).map((p:string)=>p[0]).join('').toUpperCase()}
+                          {String(entry.payload?.actorName ?? "").split(" ").slice(0, 2).map((part: string) => part[0]).join("").toUpperCase()}
                         </AvatarFallback>
                       </Avatar>
-                      por {String(entry.payload?.actorName ?? '')}
+                      por {String(entry.payload?.actorName ?? "")}
                     </span>
                   ) : null}
-                  <span className="text-xs text-muted-foreground">
+                  <span className="text-xs text-neutral-500">
                     {format(entry.createdAt, "dd MMM yyyy HH:mm", { locale: ptBR })}
                   </span>
                 </div>
                 {(() => {
-                  const p = (entry.payload || {}) as { toLabel?: string; to?: string; assigneeName?: string; assigneeId?: string; queueName?: string; queueId?: string; requesterName?: string; authorName?: string; authorId?: string }
+                  const payload = (entry.payload || {}) as {
+                    toLabel?: string
+                    to?: string
+                    assigneeName?: string
+                    assigneeId?: string
+                    queueName?: string
+                    queueId?: string
+                    requesterName?: string
+                    authorName?: string
+                    authorId?: string
+                    from?: string
+                  }
+
                   let message: string | null = null
-                  if (entry.type === "STATUS_CHANGED" && (p.toLabel || p.to)) message = `Status alterado para ${p.toLabel || p.to}`
-                  if (entry.type === "ASSIGNEE_CHANGED" && (p.assigneeName || p.assigneeId)) message = `Responsável alterado${p.assigneeName ? ` para ${p.assigneeName}` : ""}`
-                  if (entry.type === "QUEUE_CHANGED" && (p.queueName || p.queueId)) message = `Fila alterada${p.queueName ? ` para ${p.queueName}` : ""}`
-                  if (entry.type === "CREATED" && (p.requesterName)) message = `Criado por ${p.requesterName}`
-                  if (entry.type === "COMMENT_ADDED" && (p.authorName || p.authorId)) message = `Comentário adicionado${p.authorName ? ` por ${p.authorName}` : ""}`
+                  if (entry.type === "STATUS_CHANGED" && (payload.toLabel || payload.to)) {
+                    message = "Status alterado para " + (payload.toLabel || payload.to)
+                  }
+                  if (entry.type === "ASSIGNEE_CHANGED" && (payload.assigneeName || payload.assigneeId)) {
+                    message = "Responsável alterado" + (payload.assigneeName ? " para " + payload.assigneeName : "")
+                  }
+                  if (entry.type === "QUEUE_CHANGED" && (payload.queueName || payload.queueId)) {
+                    message = "Fila alterada" + (payload.queueName ? " para " + payload.queueName : "")
+                  }
+                  if (entry.type === "CREATED" && payload.requesterName) {
+                    message = "Criado por " + payload.requesterName
+                  }
+                  if (entry.type === "COMMENT_ADDED" && (payload.authorName || payload.authorId)) {
+                    message = "Comentário adicionado" + (payload.authorName ? " por " + payload.authorName : "")
+                  }
+                  if (entry.type === "SUBJECT_CHANGED" && (payload.to || payload.toLabel)) {
+                    message = "Assunto alterado" + (payload.to ? " para \"" + payload.to + "\"" : "")
+                  }
+                  if (entry.type === "SUMMARY_CHANGED") {
+                    message = "Resumo atualizado"
+                  }
                   if (!message) return null
+
                   return (
-                    <div className="rounded-lg border border-dashed bg-card px-3 py-2 text-sm text-muted-foreground">
+                    <div className="rounded-xl border border-slate-200 bg-white px-3 py-2 text-sm text-neutral-600">
                       {message}
                     </div>
                   )
@@ -87,8 +124,8 @@ export function TicketTimeline({ ticket }: TicketTimelineProps) {
             </div>
           )
         })}
+        <Separator className="bg-slate-200" />
       </CardContent>
     </Card>
   )
 }
-

web/src/components/tickets/tickets-filters.tsx

@@ -40,7 +40,7 @@ const priorityOptions = ticketPrioritySchema.options.map((priority) => ({
   value: priority,
   label: {
     LOW: "Baixa",
-    MEDIUM: "Media",
+    MEDIUM: "Média",
     HIGH: "Alta",
     URGENT: "Urgente",
   }[priority],
@@ -90,7 +90,7 @@ export function TicketsFilters({ onChange, queues = [] }: TicketsFiltersProps) {
     setFilters((prev) => ({ ...prev, ...partial }))
   }
 
-  // Propaga as mudanças de filtros para o pai sem disparar durante render
+  // Propaga as mudancas de filtros para o componente pai sem disparar durante a renderizacao
   useEffect(() => {
     onChange?.(filters)
   }, [filters, onChange])
@@ -134,14 +134,18 @@ export function TicketsFilters({ onChange, queues = [] }: TicketsFiltersProps) {
         <div className="flex items-center gap-2">
           <Popover>
             <PopoverTrigger asChild>
-              <Button variant="outline" size="sm" className="gap-2">
-                <IconFilter className="size-4" />
+              <Button
+                variant="outline"
+                size="sm"
+                className="gap-2 rounded-lg border border-slate-300 bg-white px-3 py-2 text-sm font-medium text-neutral-800 shadow-sm hover:bg-slate-50"
+              >
+                <IconFilter className="size-4 text-neutral-800" />
                 Filtros
               </Button>
             </PopoverTrigger>
             <PopoverContent className="w-64 space-y-4">
               <div className="space-y-2">
-                <p className="text-xs font-semibold uppercase text-muted-foreground">
+                <p className="text-xs font-semibold uppercase text-neutral-500">
                   Status
                 </p>
                 <Select
@@ -162,7 +166,7 @@ export function TicketsFilters({ onChange, queues = [] }: TicketsFiltersProps) {
                 </Select>
               </div>
               <div className="space-y-2">
-                <p className="text-xs font-semibold uppercase text-muted-foreground">
+                <p className="text-xs font-semibold uppercase text-neutral-500">
                   Prioridade
                 </p>
                 <Select
@@ -183,7 +187,7 @@ export function TicketsFilters({ onChange, queues = [] }: TicketsFiltersProps) {
                 </Select>
               </div>
               <div className="space-y-2">
-                <p className="text-xs font-semibold uppercase text-muted-foreground">
+                <p className="text-xs font-semibold uppercase text-neutral-500">
                   Canal
                 </p>
                 <Select
@@ -208,7 +212,7 @@ export function TicketsFilters({ onChange, queues = [] }: TicketsFiltersProps) {
           <Button
             variant="ghost"
             size="sm"
-            className="gap-2"
+            className="gap-2 rounded-lg px-3 py-2 text-sm font-medium text-neutral-700 hover:bg-slate-100"
             onClick={() => setPartial(defaultTicketFilters)}
           >
             <IconRefresh className="size-4" />
@@ -219,7 +223,7 @@ export function TicketsFilters({ onChange, queues = [] }: TicketsFiltersProps) {
       {activeFilters.length > 0 && (
         <div className="flex flex-wrap gap-2">
           {activeFilters.map((chip) => (
-            <Badge key={chip} variant="secondary" className="rounded-full px-3 py-1 text-xs">
+            <Badge key={chip} className="rounded-full border border-slate-300 bg-slate-100 px-3 py-1 text-xs font-medium text-neutral-700">
               {chip}
             </Badge>
           ))}

web/src/components/tickets/tickets-table.tsx

@@ -7,6 +7,8 @@ import type { Ticket } from "@/lib/schemas/ticket"
 import { Avatar, AvatarFallback, AvatarImage } from "@/components/ui/avatar"
 import { Badge } from "@/components/ui/badge"
 import { Card, CardContent } from "@/components/ui/card"
+import { Empty, EmptyContent, EmptyDescription, EmptyHeader, EmptyMedia, EmptyTitle } from "@/components/ui/empty"
+import { NewTicketDialog } from "@/components/tickets/new-ticket-dialog"
 import {
   Table,
   TableBody,
@@ -28,10 +30,13 @@ const channelLabel: Record<string, string> = {
 }
 
 const cellClass = "py-4 align-top"
+const queueBadgeClass = "inline-flex items-center rounded-full border border-slate-200 bg-white px-2.5 py-1 text-xs font-semibold text-neutral-700"
+const channelBadgeClass = "inline-flex items-center gap-2 rounded-full border border-[#00c4d7]/40 bg-[#00e8ff]/15 px-2.5 py-1 text-xs font-semibold text-neutral-900"
+const tagBadgeClass = "inline-flex items-center rounded-full border border-slate-200 bg-slate-100 px-2 py-0.5 text-[11px] font-medium text-neutral-700"
 
 function AssigneeCell({ ticket }: { ticket: Ticket }) {
   if (!ticket.assignee) {
-    return <span className="text-sm text-muted-foreground">Sem responsável</span>
+    return <span className="text-sm text-neutral-600">Sem responsável</span>
   }
 
   const initials = ticket.assignee.name
@@ -42,15 +47,15 @@ function AssigneeCell({ ticket }: { ticket: Ticket }) {
 
   return (
     <div className="flex items-center gap-2">
-      <Avatar className="size-8">
+      <Avatar className="size-8 border border-slate-200">
         <AvatarImage src={ticket.assignee.avatarUrl} alt={ticket.assignee.name} />
         <AvatarFallback>{initials}</AvatarFallback>
       </Avatar>
       <div className="flex flex-col">
-        <span className="text-sm font-medium leading-none text-foreground">
+        <span className="text-sm font-semibold leading-none text-neutral-900">
           {ticket.assignee.name}
         </span>
-        <span className="text-xs text-muted-foreground">
+        <span className="text-xs text-neutral-600">
           {ticket.assignee.teams?.[0] ?? "Agente"}
         </span>
       </div>
@@ -58,17 +63,17 @@ function AssigneeCell({ ticket }: { ticket: Ticket }) {
   )
 }
 
-type TicketsTableProps = {
+export type TicketsTableProps = {
   tickets?: Ticket[]
 }
 
 export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
   return (
-    <Card className="border bg-card/90 shadow-sm">
+    <Card className="rounded-2xl border border-slate-200 bg-white shadow-sm">
       <CardContent className="px-4 py-4 sm:px-6">
         <Table className="min-w-full">
           <TableHeader>
-            <TableRow className="text-xs uppercase tracking-wide text-muted-foreground">
+            <TableRow className="text-[11px] uppercase tracking-wide text-neutral-500">
               <TableHead className="w-[110px]">Ticket</TableHead>
               <TableHead>Assunto</TableHead>
               <TableHead className="hidden lg:table-cell">Fila</TableHead>
@@ -81,16 +86,16 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
           </TableHeader>
           <TableBody>
             {tickets.map((ticket) => (
-              <TableRow key={ticket.id} className="group hover:bg-muted/40">
+              <TableRow key={ticket.id} className="group border-b border-slate-100 transition hover:bg-[#00e8ff]/8">
                 <TableCell className={cellClass}>
                   <div className="flex flex-col gap-0.5">
                     <Link
                       href={`/tickets/${ticket.id}`}
-                      className="font-semibold tracking-tight text-primary hover:underline"
+                      className="font-semibold tracking-tight text-neutral-900 hover:text-[#00b8ce]"
                     >
                       #{ticket.reference}
                     </Link>
-                    <span className="text-xs text-muted-foreground">
+                    <span className="text-xs text-neutral-500">
                       {ticket.queue ?? "Sem fila"}
                     </span>
                   </div>
@@ -99,21 +104,17 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                   <div className="flex flex-col gap-1">
                     <Link
                       href={`/tickets/${ticket.id}`}
-                      className="line-clamp-1 font-medium text-foreground hover:underline"
+                      className="line-clamp-1 font-semibold text-neutral-900 hover:text-[#00b8ce]"
                     >
                       {ticket.subject}
                     </Link>
-                    <span className="line-clamp-1 text-sm text-muted-foreground">
+                    <span className="line-clamp-1 text-sm text-neutral-600">
                       {ticket.summary ?? "Sem resumo"}
                     </span>
-                    <div className="flex flex-wrap gap-2 text-xs text-muted-foreground">
-                      <span>{ticket.requester.name}</span>
+                    <div className="flex flex-wrap gap-2 text-xs text-neutral-500">
+                      <span className="font-medium text-neutral-900">{ticket.requester.name}</span>
                       {ticket.tags?.map((tag) => (
-                        <Badge
-                          key={tag}
-                          variant="outline"
-                          className="rounded-full border-transparent bg-slate-100 px-2 py-1 text-xs text-slate-600"
-                        >
+                        <Badge key={tag} className={tagBadgeClass}>
                           {tag}
                         </Badge>
                       ))}
@@ -121,12 +122,11 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                   </div>
                 </TableCell>
                 <TableCell className={`${cellClass} hidden lg:table-cell`}>
-                  <Badge className="rounded-full bg-slate-100 px-2.5 py-1 text-xs font-medium text-slate-600">
-                    {ticket.queue ?? "Sem fila"}
-                  </Badge>
+                  <Badge className={queueBadgeClass}>{ticket.queue ?? "Sem fila"}</Badge>
                 </TableCell>
                 <TableCell className={`${cellClass} hidden md:table-cell`}>
-                  <Badge className="rounded-full bg-blue-50 px-2.5 py-1 text-xs font-medium text-blue-600">
+                  <Badge className={channelBadgeClass}>
+                    <span className="inline-block size-2 rounded-full border border-[#009bb1] bg-[#00e8ff]" />
                     {channelLabel[ticket.channel] ?? ticket.channel}
                   </Badge>
                 </TableCell>
@@ -137,8 +137,8 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                   <div className="flex flex-col gap-1">
                     <TicketStatusBadge status={ticket.status} />
                     {ticket.metrics?.timeWaitingMinutes ? (
-                      <span className="text-xs text-muted-foreground">
-                        Espera {ticket.metrics.timeWaitingMinutes} min
+                      <span className="text-xs text-neutral-500">
+                        Em espera há {ticket.metrics.timeWaitingMinutes} min
                       </span>
                     ) : null}
                   </div>
@@ -147,11 +147,8 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
                   <AssigneeCell ticket={ticket} />
                 </TableCell>
                 <TableCell className={cellClass}>
-                  <span className="text-sm text-muted-foreground">
-                    {formatDistanceToNow(ticket.updatedAt, {
-                      addSuffix: true,
-                      locale: ptBR,
-                    })}
+                  <span className="text-sm text-neutral-500">
+                    {formatDistanceToNow(ticket.updatedAt, { addSuffix: true, locale: ptBR })}
                   </span>
                 </TableCell>
               </TableRow>
@@ -159,12 +156,20 @@ export function TicketsTable({ tickets = ticketsMock }: TicketsTableProps) {
           </TableBody>
         </Table>
         {tickets.length === 0 && (
-          <div className="flex flex-col items-center justify-center gap-2 py-10 text-center text-sm">
-            <p className="text-sm font-medium">Nenhum ticket encontrado</p>
-            <p className="text-sm text-muted-foreground">
-              Ajuste os filtros ou selecione outra fila.
-            </p>
-          </div>
+          <Empty className="my-6">
+            <EmptyHeader>
+              <EmptyMedia variant="icon">
+                <span className="inline-block size-3 rounded-full border border-slate-300 bg-[#00e8ff]" />
+              </EmptyMedia>
+              <EmptyTitle className="text-neutral-900">Nenhum ticket encontrado</EmptyTitle>
+              <EmptyDescription className="text-neutral-600">
+                Ajuste os filtros ou crie um novo ticket.
+              </EmptyDescription>
+            </EmptyHeader>
+            <EmptyContent>
+              <NewTicketDialog />
+            </EmptyContent>
+          </Empty>
         )}
       </CardContent>
     </Card>

web/src/components/tickets/tickets-view.tsx

@@ -10,7 +10,6 @@ import { mapTicketsFromServerList } from "@/lib/mappers/ticket"
 import type { Ticket, TicketQueueSummary } from "@/lib/schemas/ticket"
 import { TicketsFilters, TicketFiltersState, defaultTicketFilters } from "@/components/tickets/tickets-filters"
 import { TicketsTable } from "@/components/tickets/tickets-table"
-import { Spinner } from "@/components/ui/spinner"
 
 export function TicketsView() {
   const [filters, setFilters] = useState<TicketFiltersState>(defaultTicketFilters)
@@ -36,12 +35,12 @@ export function TicketsView() {
     <div className="flex flex-col gap-6 px-4 lg:px-6">
       <TicketsFilters onChange={setFilters} queues={(queues ?? []).map((q) => q.name)} />
       {ticketsRaw === undefined ? (
-        <div className="rounded-xl border bg-card p-4">
+        <div className="rounded-2xl border border-slate-200 bg-white p-4 shadow-sm">
           <div className="grid gap-3">
             {Array.from({ length: 6 }).map((_, i) => (
               <div key={i} className="flex items-center justify-between gap-3">
-                <div className="h-4 w-48 animate-pulse rounded bg-muted" />
-                <div className="h-4 w-24 animate-pulse rounded bg-muted" />
+                <div className="h-4 w-48 animate-pulse rounded bg-slate-100" />
+                <div className="h-4 w-24 animate-pulse rounded bg-slate-100" />
               </div>
             ))}
           </div>

web/src/components/ui/progress.tsx

@@ -4,10 +4,11 @@ import { cn } from "@/lib/utils"
 
 type ProgressProps = React.HTMLAttributes<HTMLDivElement> & {
   value?: number
+  indicatorClassName?: string
 }
 
 export const Progress = React.forwardRef<HTMLDivElement, ProgressProps>(
-  ({ className, value = 0, ...props }, ref) => {
+  ({ className, value = 0, indicatorClassName, ...props }, ref) => {
     const clamped = Math.min(100, Math.max(0, value))
     return (
       <div
@@ -19,7 +20,7 @@ export const Progress = React.forwardRef<HTMLDivElement, ProgressProps>(
         {...props}
       >
         <div
-          className="h-full w-full flex-1 bg-primary transition-all"
+          className={cn("h-full w-full flex-1 bg-primary transition-all", indicatorClassName)}
           style={{ transform: `translateX(-${100 - clamped}%)` }}
         />
       </div>

web/src/components/ui/sonner.tsx

@@ -10,6 +10,16 @@ const Toaster = ({ ...props }: ToasterProps) => {
     <Sonner
       theme={theme as ToasterProps["theme"]}
       className="toaster group"
+      toastOptions={{
+        classNames: {
+          toast: "border border-black bg-black text-white shadow-md",
+          title: "font-medium",
+          description: "text-white/80",
+          icon: "text-cyan-400",
+          actionButton: "bg-white text-black border border-black",
+          cancelButton: "bg-transparent text-white border border-white/40",
+        },
+      }}
       style={
         {
           "--normal-bg": "var(--popover)",