/* Dispatch Desk — light theme */
:root{
  --bg:#f5f7fb;            /* app background */
  --bg2:#ffffff;           /* sidebar / topbar */
  --card:#ffffff;          /* raised surfaces */
  --card2:#f1f4f9;         /* hover / inset surfaces */
  --line:#e6eaf1;
  --line2:#d5dbe6;
  --text:#1b2430;
  --mut:#647089;
  --mut2:#95a0b4;
  --acc:#2563eb;           /* primary blue */
  --acc-h:#1d4ed8;
  --acc-soft:#eaf1ff;
  --ok:#16a34a;
  --warn:#d97706;
  --bad:#dc2626;
  --radius:12px;
  --shadow:0 1px 2px rgba(20,30,50,.06), 0 6px 20px rgba(20,30,50,.05);
  color-scheme:light;
}
*{box-sizing:border-box}
html,body{margin:0;padding:0}
body{
  background:var(--bg);color:var(--text);
  font:14px/1.55 -apple-system,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif;
  -webkit-font-smoothing:antialiased;
}
a{color:var(--acc);text-decoration:none}
a:hover{text-decoration:underline}
h1{font-size:23px;font-weight:700;letter-spacing:-.01em;margin:0 0 4px}
h2{font-size:15px;font-weight:650;margin:24px 0 10px}
h3{font-size:14px;font-weight:650;margin:0 0 8px}
.sub{color:var(--mut);margin:0 0 18px;font-size:13px}

/* ---------- shell ---------- */
.shell{display:flex;min-height:100vh}
.side{
  width:222px;flex:0 0 222px;background:var(--bg2);
  border-right:1px solid var(--line);
  padding:14px 12px 16px;display:flex;flex-direction:column;gap:1px;
  position:sticky;top:0;height:100vh;overflow-y:auto;
}
.brand{font-size:15px;font-weight:700;letter-spacing:.2px;padding:4px 10px 16px;color:#0f1a2b;display:flex;align-items:center;gap:8px}
.brand-mark{display:inline-flex;width:26px;height:26px;border-radius:8px;background:linear-gradient(135deg,var(--acc),#7c3aed);align-items:center;justify-content:center;font-size:13px;color:#fff}
.nav-group{font-size:10.5px;letter-spacing:.12em;text-transform:uppercase;color:var(--mut2);padding:16px 10px 5px}
.nav-item{
  display:flex;align-items:center;gap:9px;padding:7px 10px;border-radius:8px;
  color:#3f4a5c;font-size:13.5px;
}
.nav-item .i{width:18px;text-align:center;opacity:.8}
.nav-item:hover{background:var(--card2);text-decoration:none;color:#0f1a2b}
.nav-item.on{background:var(--acc);color:#fff}
.nav-item.on .i{opacity:1}
.side-foot{margin-top:auto;padding-top:14px;border-top:1px solid var(--line)}
.who{padding:6px 10px;color:var(--mut);font-size:12px}

.main{flex:1;min-width:0;display:flex;flex-direction:column}
.topbar{
  display:flex;align-items:center;gap:12px;padding:11px 28px;
  background:var(--bg2);border-bottom:1px solid var(--line);
  position:sticky;top:0;z-index:20;
}
.topbar .title{font-weight:650;font-size:15px}
.topbar .grow{flex:1}
.topbar form{display:flex}
.content{padding:26px 28px 60px;width:100%}

/* ---------- buttons & forms ---------- */
.btn{
  display:inline-flex;align-items:center;gap:6px;
  background:var(--acc);color:#fff;border:1px solid transparent;border-radius:9px;
  padding:8px 15px;font-size:13px;font-weight:600;cursor:pointer;
}
.btn:hover{background:var(--acc-h);text-decoration:none}
.btn.block{width:100%;justify-content:center}
.btn.ghost{background:#fff;color:#3f4a5c;border-color:var(--line2)}
.btn.ghost:hover{background:var(--card2);color:#0f1a2b}
.btn.danger{background:#fff;color:#c0392b;border-color:#f0c7c2}
.btn.danger:hover{background:#fdece9;color:#a5271a}
.btn.small{padding:5px 10px;font-size:12px}
.btn.ok{background:var(--ok)}
.btn.ok:hover{background:#128a3f}

label{display:block;font-size:12px;color:var(--mut);margin:10px 0 4px;font-weight:600}
input[type=text],input[type=email],input[type=password],input[type=number],input[type=date],
input[type=datetime-local],input[type=file],select,textarea{
  width:100%;background:#fff;color:var(--text);
  border:1px solid var(--line2);border-radius:9px;padding:9px 11px;font:inherit;
}
input:focus,select:focus,textarea:focus{outline:none;border-color:var(--acc);box-shadow:0 0 0 3px rgba(37,99,235,.15)}
input:disabled{background:var(--card2);color:var(--mut)}
textarea{min-height:100px;resize:vertical}
select{appearance:auto}
.row{display:flex;gap:14px}
.row>div{flex:1;min-width:0}
.stack label:first-child{margin-top:0}
.inline-form{display:inline}
.hint{color:var(--mut);font-size:12px;font-weight:400}
.search-in{width:230px;background:#fff;border:1px solid var(--line2);border-radius:9px;padding:8px 11px;color:var(--text)}

/* ---------- cards / stats ---------- */
.card{background:var(--card);border:1px solid var(--line);border-radius:var(--radius);padding:18px 20px;margin:0 0 16px;box-shadow:var(--shadow)}
.stats{display:grid;grid-template-columns:repeat(auto-fit,minmax(155px,1fr));gap:14px;margin:0 0 22px}
.stat{background:var(--card);border:1px solid var(--line);border-radius:var(--radius);padding:15px 18px;box-shadow:var(--shadow)}
.stat .n{font-size:25px;font-weight:700;letter-spacing:-.02em}
.stat .l{color:var(--mut);font-size:12px;margin-top:2px}
.stat.alert .n{color:var(--bad)}
.page-head{display:flex;align-items:flex-start;justify-content:space-between;gap:16px;margin-bottom:16px}
.cols{display:flex;gap:20px;align-items:flex-start}
.col-main{flex:1;min-width:0}
.col-side{width:330px;flex:0 0 330px}
.dash-grid{display:grid;grid-template-columns:2fr 1fr;gap:22px;align-items:start}

/* ---------- tables ---------- */
table.grid{width:100%;border-collapse:collapse;background:var(--card);border:1px solid var(--line);border-radius:var(--radius);overflow:hidden;box-shadow:var(--shadow)}
table.grid th{
  text-align:left;font-size:11px;letter-spacing:.06em;text-transform:uppercase;
  color:var(--mut);padding:11px 14px;border-bottom:1px solid var(--line);background:#fafbfe;
}
table.grid td{padding:11px 14px;border-bottom:1px solid var(--line);vertical-align:middle}
table.grid tr:last-child td{border-bottom:none}
table.grid tbody tr:hover td,table.grid tr:hover td{background:#fafbfe}

/* ---------- pills / badges ---------- */
.pill{display:inline-block;padding:2px 10px;border-radius:999px;font-size:11.5px;font-weight:600;white-space:nowrap}
.st-open{background:#e4edff;color:#1d4ed8}
.st-pending{background:#fef2d9;color:#b45309}
.st-waiting_customer{background:#efe6fd;color:#7c3aed}
.st-resolved{background:#dcfae7;color:#15803d}
.st-closed{background:#eef1f6;color:#64748b}
.pr-low{background:#eef1f6;color:#64748b}
.pr-medium{background:#e4edff;color:#2563eb}
.pr-high{background:#ffedd7;color:#c2410c}
.pr-urgent{background:#fde2e1;color:#dc2626}
.tag{display:inline-block;background:#eef1f6;color:#586178;border-radius:6px;padding:1px 8px;font-size:11px;margin-right:4px}
.sla-chip{display:inline-block;padding:2px 9px;border-radius:6px;font-size:11.5px;font-weight:650}
.sla-ok{background:#dcfae7;color:#15803d}
.sla-warn{background:#fef2d9;color:#b45309}
.sla-breach{background:#fde2e1;color:#b91c1c}
.sla-none{background:#eef1f6;color:#64748b}

/* ---------- avatar ---------- */
.av{
  display:inline-flex;width:34px;height:34px;flex:0 0 34px;border-radius:50%;
  align-items:center;justify-content:center;color:#fff;font-weight:700;font-size:14px;
}

/* ---------- ticket list ---------- */
.tabs{display:flex;gap:4px;flex-wrap:wrap;margin-bottom:16px}
.tabs a{padding:7px 13px;border-radius:9px;color:#3f4a5c;font-size:13px;border:1px solid transparent}
.tabs a:hover{background:var(--card2);text-decoration:none}
.tabs a.on{background:#fff;border-color:var(--line2);color:#0f1a2b;font-weight:600;box-shadow:var(--shadow)}
.tabs a .cnt{display:inline-block;min-width:20px;text-align:center;background:#eef1f6;color:#647089;
  border-radius:999px;padding:0 6px;font-size:11px;font-weight:650;margin-left:5px}
.tabs a.on .cnt{background:var(--acc);color:#fff}
.tlist{display:flex;flex-direction:column;gap:10px}
.tcard{
  display:flex;gap:14px;align-items:flex-start;
  background:var(--card);border:1px solid var(--line);border-radius:var(--radius);
  padding:14px 16px;transition:border-color .12s, box-shadow .12s;box-shadow:var(--shadow);
}
.tcard:hover{border-color:var(--line2);box-shadow:0 2px 6px rgba(20,30,50,.08),0 10px 26px rgba(20,30,50,.07)}
.tcard .body{flex:1;min-width:0}
.tcard .subj{font-weight:650;font-size:14px}
.tcard .subj a{color:var(--text)}
.tcard .subj .num{color:var(--mut);font-weight:500}
.tcard .meta{color:var(--mut);font-size:12.5px;margin-top:3px;display:flex;flex-wrap:wrap;gap:4px 6px;align-items:center}
.tcard .meta b{color:#3f4a5c;font-weight:600}
.tcard .meta .dot::before{content:"·";margin:0 2px;color:var(--mut)}
.tcard .right{display:flex;flex-direction:column;align-items:flex-end;gap:6px;flex:0 0 auto;font-size:12.5px;color:var(--mut)}
.badge-over{display:inline-block;background:#fde2e1;color:#b91c1c;border-radius:5px;padding:1px 8px;font-size:11px;font-weight:650;margin-bottom:6px}
.badge-warn{display:inline-block;background:#fef2d9;color:#b45309;border-radius:5px;padding:1px 8px;font-size:11px;font-weight:650;margin-bottom:6px}

/* list + filter drawer layout */
.list-wrap{display:flex;gap:20px;align-items:flex-start}
.list-wrap .listing{flex:1;min-width:0}
.filters{
  width:252px;flex:0 0 252px;background:var(--card);border:1px solid var(--line);
  border-radius:var(--radius);padding:16px 18px;position:sticky;top:70px;box-shadow:var(--shadow);
}
.filters h3{margin:0 0 4px;font-size:11px;letter-spacing:.08em;text-transform:uppercase;color:var(--mut)}
.filters label{margin-top:12px}

/* ---------- message thread (agent) ---------- */
.msg{background:var(--card);border:1px solid var(--line);border-radius:var(--radius);margin:0 0 12px;overflow:hidden;box-shadow:var(--shadow)}
.msg .meta{display:flex;justify-content:space-between;gap:10px;padding:9px 15px;background:#fafbfe;border-bottom:1px solid var(--line);font-size:12px;color:var(--mut)}
.msg .meta b{color:var(--text)}
.msg .body{padding:13px 15px;white-space:pre-wrap}
.msg.agent{border-left:3px solid var(--acc)}
.msg.contact{border-left:3px solid #94a3b8}
.msg.private{border-left:3px solid var(--warn);background:#fffbf2}
.msg.private .meta{background:#fdf6e7}

/* ---------- timeline ---------- */
.timeline{list-style:none;margin:0;padding:0}
.timeline li{padding:7px 0 7px 16px;border-left:2px solid var(--line2);margin-left:6px;font-size:13px;position:relative}
.timeline li::before{content:"";width:8px;height:8px;border-radius:50%;background:var(--acc);position:absolute;left:-5px;top:13px}
.timeline .t{color:var(--mut);font-size:11.5px}

/* ---------- bars ---------- */
.bar-row{display:flex;align-items:center;gap:10px;margin:8px 0;font-size:13px}
.bar-row>span:first-child{width:150px;color:var(--mut)}
.bar{flex:1;background:#eef1f6;border-radius:6px;height:14px;overflow:hidden;border:1px solid var(--line)}
.bar>span{display:block;height:100%;background:linear-gradient(90deg,var(--acc),#7c3aed)}
.bar-row .n{width:36px;text-align:right}

/* ---------- flash ---------- */
.flash{padding:11px 15px;border-radius:10px;margin:14px 28px 0;font-size:13.5px}
.content .flash{margin:0 0 16px}
.flash-ok{background:#dcfae7;color:#15803d;border:1px solid #b3ebc9}
.flash-err{background:#fde2e1;color:#b91c1c;border:1px solid #f4c3bd}

/* ---------- login (agent + demo idp) ---------- */
.login-wrap{min-height:100vh;display:flex;align-items:center;justify-content:center;background:
  radial-gradient(1000px 460px at 20% -10%, #e2ebff 0%, transparent 60%), var(--bg)}
.login-card{width:384px;background:var(--card);border:1px solid var(--line);border-radius:16px;padding:30px;box-shadow:var(--shadow)}
.login-card h1{margin-bottom:2px;font-size:20px}
.login-card .brand-mark{margin-bottom:14px}

/* ---------- misc ---------- */
.kv{display:grid;grid-template-columns:130px 1fr;gap:6px 12px;font-size:13px}
.kv .k{color:var(--mut)}
.timer-box{display:flex;align-items:center;gap:10px}
.timer-run{font-variant-numeric:tabular-nums;font-weight:700;color:var(--ok)}
.right-num{text-align:right;font-variant-numeric:tabular-nums}
.muted{color:var(--mut)}
details.box{background:var(--card);border:1px solid var(--line);border-radius:var(--radius);padding:0;margin-bottom:16px;box-shadow:var(--shadow)}
details.box summary{cursor:pointer;padding:13px 16px;font-weight:650;list-style:none}
details.box summary::-webkit-details-marker{display:none}
details.box summary::after{content:"▾";float:right;color:var(--mut)}
details.box[open] summary{border-bottom:1px solid var(--line)}
details.box .inner{padding:15px 16px}

/* =====================================================================
   Client portal (light, standalone) — all classes prefixed .pt-
   ===================================================================== */
.portal-body{background:#f6f8fc}
.pt-shell{max-width:1080px;margin:0 auto;padding:0 20px 70px;--pcolor:#2563eb}
.pt-top{display:flex;justify-content:space-between;align-items:center;gap:16px;padding:20px 0 14px;flex-wrap:wrap}
.pt-brand{display:flex;align-items:center;gap:10px;font-size:16px;font-weight:700;color:#0f1a2b}
.pt-brand:hover{text-decoration:none}
.pt-brand img{height:34px;max-width:150px;object-fit:contain}
/* Portal primary buttons follow the client's brand colour (--pcolor) so the
   "Novo pedido" / "Enviar pedido" CTAs match the hero instead of the app blue. */
.pt-shell .btn:not(.ghost):not(.danger){background:var(--pcolor);border-color:transparent}
.pt-shell .btn:not(.ghost):not(.danger):hover{filter:brightness(0.93)}
.pt-brand-mark{display:inline-flex;width:30px;height:30px;border-radius:9px;background:var(--pcolor);color:#fff;align-items:center;justify-content:center}
.pt-nav{display:flex;align-items:center;gap:4px;flex-wrap:wrap}
.pt-nav a{padding:8px 13px;border-radius:9px;color:#4a5568;font-size:14px}
.pt-nav a:hover{background:#fff;text-decoration:none}
.pt-nav a.on{background:#fff;color:var(--pcolor);font-weight:650;box-shadow:var(--shadow)}
.pt-who{color:var(--mut);font-size:13px;margin-left:8px}
.pt-signout{padding:8px 13px;border-radius:9px;color:#4a5568;font-size:14px;border:1px solid var(--line2);background:#fff}
.pt-signout:hover{text-decoration:none;background:var(--card2)}

.pt-hero{
  border-radius:20px;padding:44px 40px;margin-bottom:26px;color:#fff;
  background:linear-gradient(135deg,var(--pcolor),color-mix(in srgb,var(--pcolor) 62%, #0b1220));
  box-shadow:0 10px 34px rgba(20,30,50,.14);
}
.pt-hero h1{font-size:30px;font-weight:750;letter-spacing:-.02em;margin:0 0 8px}
.pt-hero p{margin:0;font-size:15px;color:rgba(255,255,255,.82);max-width:640px}

.pt-main{min-height:200px}
.pt-flash{padding:12px 16px;border-radius:11px;margin:0 0 18px;font-size:13.5px}
.pt-flash.ok{background:#dcfae7;color:#15803d;border:1px solid #b3ebc9}
.pt-flash.err{background:#fde2e1;color:#b91c1c;border:1px solid #f4c3bd}

.pt-card{background:#fff;border:1px solid var(--line);border-radius:16px;padding:24px 26px;margin:0 0 18px;box-shadow:var(--shadow)}
.pt-card.pad0{padding:0;overflow:hidden}
.pt-card h2{margin:0 0 6px;font-size:19px;font-weight:700;letter-spacing:-.01em}
.pt-card h3{margin:0 0 10px;font-size:15px}

.pt-auth{max-width:430px;margin:36px auto;text-align:center}
.pt-auth h2{margin-top:6px}
.pt-auth .muted{margin:0 0 18px}
.pt-auth-logo{max-height:52px;max-width:180px;margin:0 auto 6px;display:block}
.pt-auth .pt-form{text-align:left}
.pt-form label{margin-top:14px}
.pt-form label:first-child{margin-top:0}
.pt-form input,.pt-form select,.pt-form textarea{border-radius:10px}
.pt-form textarea{min-height:120px}
/* Category cascade on the portal: force readable colours and normal height so the
   selects never render as an empty/dark bar on branded portals. */
.pt-form .cat-cascade select,.cat-cascade select{background:#fff;color:#0f1a2b;min-height:40px;line-height:1.4}
.cat-cascade select option{background:#fff;color:#0f1a2b}
.pt-2col{display:grid;grid-template-columns:1fr 1fr;gap:14px}

.pt-eyebrow{display:block;text-transform:uppercase;font-size:11px;letter-spacing:.09em;color:var(--mut);font-weight:700;margin-bottom:4px}
.pt-prose{white-space:pre-wrap;line-height:1.65;color:#2b3648;margin-top:6px}
.pt-back{color:var(--mut);font-size:13px}

.pt-home{display:grid;grid-template-columns:1fr 1fr;gap:28px;align-items:start}
.pt-home h2{font-size:16px;margin:4px 0 12px}
.pt-kb{display:grid;gap:10px}
.pt-kb-card{display:block;background:#fff;border:1px solid var(--line);border-radius:12px;padding:15px 17px;box-shadow:var(--shadow);color:var(--text)}
.pt-kb-card:hover{text-decoration:none;border-color:var(--line2);transform:translateY(-1px);transition:.12s}
.pt-kb-card b{display:block;margin-top:2px;font-size:14px}

.pt-list-head{display:flex;justify-content:space-between;align-items:center;margin-bottom:14px}
.pt-list-head h2{margin:0;font-size:19px}
.pt-table{width:100%;border-collapse:collapse;font-size:13.5px}
.pt-table th{text-align:left;font-size:11px;letter-spacing:.05em;text-transform:uppercase;color:var(--mut);padding:12px 18px;border-bottom:1px solid var(--line);background:#fafbfe}
.pt-table td{padding:13px 18px;border-bottom:1px solid var(--line)}
.pt-table tr:last-child td{border-bottom:none}
.pt-table tbody tr{cursor:pointer}
.pt-table tbody tr:hover td{background:#fafbfe}

.pt-pill{display:inline-block;padding:3px 11px;border-radius:999px;font-size:11.5px;font-weight:600}
.pt-pill.s-open{background:#e4edff;color:#1d4ed8}
.pt-pill.s-pending{background:#fef2d9;color:#b45309}
.pt-pill.s-waiting_customer{background:#efe6fd;color:#7c3aed}
.pt-pill.s-resolved{background:#dcfae7;color:#15803d}
.pt-pill.s-closed{background:#eef1f6;color:#64748b}

.pt-ticket-head{display:flex;justify-content:space-between;align-items:flex-start;gap:16px}
.pt-thread{margin:0 0 18px;display:flex;flex-direction:column;gap:12px}
.pt-msg{max-width:82%;padding:13px 16px;border-radius:14px;box-shadow:var(--shadow)}
.pt-msg-head{display:flex;justify-content:space-between;gap:12px;font-size:12px;color:var(--mut);margin-bottom:5px}
.pt-msg-head b{color:var(--text)}
.pt-msg-body{white-space:pre-wrap;line-height:1.55}
.pt-msg.them{align-self:flex-start;background:#fff;border:1px solid var(--line);border-top-left-radius:4px}
.pt-msg.us{align-self:flex-end;background:var(--acc-soft);border:1px solid #d3e1ff;border-top-right-radius:4px}

.pt-foot{text-align:center;padding:26px 0 0;color:var(--mut);font-size:13px}
.small{font-size:12px}

/* ---------- responsive ---------- */
@media (max-width:1100px){
  .filters{display:none}
  .col-side{width:100%;flex-basis:auto}
  .cols{flex-direction:column}
  .dash-grid{grid-template-columns:1fr}
  .pt-home{grid-template-columns:1fr}
}
@media (max-width:820px){
  .side{display:none}
  .row{flex-direction:column}
  .pt-2col{grid-template-columns:1fr}
  .pt-hero{padding:32px 24px}
  .pt-hero h1{font-size:24px}
}
@media (prefers-reduced-motion: reduce){*{transition:none!important}}