:root {
  --bg: #eef3f8;
  --panel: #ffffff;
  --panel-soft: #f7f9fc;
  --text: #172033;
  --muted: #65738a;
  --line: #d9e1ec;
  --primary: #2357d8;
  --primary-dark: #163d9d;
  --green: #18875d;
  --orange: #b85f00;
  --red: #b42318;
  --blue-soft: #eaf1ff;
  --yellow-soft: #fff5d7;
  --green-soft: #e8f7ef;
  --shadow: 0 18px 45px rgba(22, 36, 64, 0.12);
  font-family: Arial, Helvetica, sans-serif;
}

* { box-sizing: border-box; }
body { margin: 0; background: var(--bg); color: var(--text); font-size: 16px; }
button, input, textarea, select { font: inherit; }
button { cursor: pointer; }
button:focus, input:focus, textarea:focus, select:focus { outline: 3px solid rgba(35, 87, 216, 0.22); outline-offset: 2px; }

.app-shell { display: grid; grid-template-columns: 280px 1fr; min-height: 100vh; }
.sidebar { background: #111827; color: white; padding: 24px; display: flex; flex-direction: column; gap: 24px; }
.brand { display: flex; gap: 14px; align-items: center; }
.brand-mark { width: 52px; height: 52px; border-radius: 16px; background: #2f6bff; display: grid; place-items: center; font-weight: 800; }
.brand span { display: block; color: #aab7cf; margin-top: 4px; font-size: 14px; }
.main-nav { display: grid; gap: 8px; }
.nav-item { border: 0; text-align: left; padding: 14px 16px; border-radius: 12px; color: #dbe6ff; background: transparent; }
.nav-item:hover, .nav-item.active { background: rgba(255,255,255,0.12); color: white; }
.side-note { margin-top: auto; background: rgba(255,255,255,0.08); padding: 16px; border-radius: 16px; color: #e8eefc; }
.side-note p { margin-bottom: 0; color: #c3cee4; }
.version-badge { border: 1px solid rgba(255,255,255,0.14); background: rgba(255,255,255,0.06); border-radius: 14px; padding: 12px 14px; color: #c3cee4; display: flex; justify-content: space-between; }
.version-badge strong { color: white; }

.content { padding: 28px; overflow: hidden; }
.topbar { display: flex; justify-content: space-between; gap: 24px; align-items: center; margin-bottom: 24px; }
.eyebrow { color: var(--primary); font-weight: 700; text-transform: uppercase; letter-spacing: 0.08em; margin: 0 0 6px; font-size: 12px; }
h1, h2, h3, p { margin-top: 0; }
h1 { margin-bottom: 0; font-size: 32px; }
.top-actions { display: flex; gap: 10px; align-items: center; }
.search { width: 340px; border: 1px solid var(--line); border-radius: 14px; padding: 13px 16px; }
.primary, .ghost { border-radius: 12px; padding: 12px 16px; border: 1px solid transparent; font-weight: 700; }
.primary { background: var(--primary); color: white; }
.primary:hover { background: var(--primary-dark); }
.ghost { background: var(--panel-soft); color: var(--text); border-color: var(--line); }
.large { font-size: 18px; padding: 16px 22px; }
.muted { color: var(--muted); }
.small-text { font-size: 13px; margin: 6px 0 0; }

.view { display: none; }
.active-view { display: block; }
.cards-grid { display: grid; grid-template-columns: repeat(4, minmax(180px, 1fr)); gap: 16px; margin-bottom: 18px; }
.metric-card, .panel, .admin-card, .employee-hero, .flow-card { background: var(--panel); border: 1px solid var(--line); border-radius: 22px; box-shadow: var(--shadow); }
.metric-card { padding: 20px; }
.metric-card span { color: var(--muted); display: block; margin-bottom: 8px; }
.metric-card strong { font-size: 34px; display: block; }
.metric-card small { color: var(--muted); }
.metric-card.urgent { border-left: 7px solid var(--primary); }
.metric-card.warning { border-left: 7px solid var(--orange); }
.metric-card.good { border-left: 7px solid var(--green); }

.split-layout { display: grid; grid-template-columns: 1.4fr 0.8fr; gap: 18px; }
.dashboard-grid { display: grid; grid-template-columns: minmax(520px, 1.35fr) minmax(320px, 0.85fr); gap: 18px; align-items: stretch; }
.panel { padding: 20px; }
.panel-head { display: flex; justify-content: space-between; gap: 12px; align-items: center; margin-bottom: 16px; }
.panel-head h2 { margin-bottom: 0; }
.stacked-head { align-items: flex-start; flex-direction: column; }
.rule-list, .next-actions { display: grid; gap: 12px; padding-left: 20px; }
.next-actions li { padding-left: 4px; }
.next-actions span { display: block; color: var(--muted); margin-top: 4px; }
.queue-summary { display: grid; grid-template-columns: repeat(2, minmax(130px, 1fr)); gap: 10px; }
.queue.mini { align-items: center; }
.queue.mini strong { font-size: 22px; }

.workspace-grid { display: grid; grid-template-columns: 240px minmax(520px, 1fr) 460px; gap: 16px; align-items: start; }
.queue-panel { display: grid; gap: 10px; }
.queue { display: flex; justify-content: space-between; border: 1px solid var(--line); background: var(--panel-soft); padding: 13px 14px; border-radius: 12px; text-align: left; }
.queue.active { background: var(--blue-soft); border-color: #b6c9ff; }
.queue.warning { background: var(--yellow-soft); }
.queue.danger { background: #fee4e2; }
.table-wrap { overflow-x: auto; }
.ticket-table, .simple-table { width: 100%; border-collapse: collapse; }
th, td { text-align: left; padding: 12px; border-bottom: 1px solid var(--line); vertical-align: top; }
th { color: var(--muted); font-size: 13px; }
td small { display: block; color: var(--muted); margin-top: 4px; }
tr[data-ticket] { cursor: pointer; }
tr[data-ticket]:hover, .selected-row { background: var(--panel-soft); }
.ticket-number { font-weight: 800; color: var(--primary); }
.chip { display: inline-flex; padding: 6px 10px; border-radius: 999px; font-size: 13px; font-weight: 700; background: var(--panel-soft); }
.chip.blue { background: var(--blue-soft); color: var(--primary-dark); }
.chip.orange { background: var(--yellow-soft); color: var(--orange); }
.chip.green { background: var(--green-soft); color: var(--green); }
.chip.red { background: #fee4e2; color: var(--red); }

.detail-panel { display: grid; gap: 16px; }
.ticket-headline h2 { margin: 8px 0; }
.status-line { display: flex; gap: 8px; flex-wrap: wrap; }
.detail-meta { display: grid; grid-template-columns: repeat(3, 1fr); gap: 8px; }
.detail-meta div { background: var(--panel-soft); border: 1px solid var(--line); border-radius: 14px; padding: 10px; }
.detail-meta span { color: var(--muted); display: block; font-size: 12px; margin-bottom: 4px; }
.detail-meta strong { font-size: 13px; }
.context-box { background: var(--panel-soft); border-radius: 16px; padding: 14px; }
.context-box p { margin-bottom: 0; color: var(--muted); }
.timeline { display: grid; gap: 10px; max-height: 320px; overflow: auto; padding-right: 4px; }
.message { border-radius: 16px; padding: 14px; border: 1px solid var(--line); }
.message p { margin-bottom: 0; }
.message.employee { background: var(--blue-soft); }
.message.it { background: var(--green-soft); }
.message.internal { background: var(--yellow-soft); border-style: dashed; }
.reply-box { border-top: 1px solid var(--line); padding-top: 14px; }
.reply-tabs { display: flex; gap: 8px; margin-bottom: 10px; }
.reply-tabs button { border: 1px solid var(--line); background: var(--panel-soft); border-radius: 10px; padding: 9px 12px; }
.reply-tabs button.active { background: #111827; color: white; }
textarea, input, select { width: 100%; border: 1px solid var(--line); border-radius: 12px; padding: 12px; background: white; }
.button-row { display: flex; gap: 10px; align-items: center; flex-wrap: wrap; }
.button-row.right { justify-content: flex-end; margin-top: 10px; }

.employee-hero { padding: 28px; display: flex; justify-content: space-between; gap: 24px; align-items: center; margin-bottom: 18px; }
.employee-flow { display: grid; grid-template-columns: repeat(3, 1fr); gap: 16px; margin-bottom: 18px; }
.flow-card { padding: 20px; }
.flow-card strong { width: 42px; height: 42px; display: grid; place-items: center; border-radius: 50%; background: var(--blue-soft); color: var(--primary-dark); margin-bottom: 12px; }
.flow-card span { display: block; font-weight: 800; margin-bottom: 6px; }
.flow-card p { color: var(--muted); margin-bottom: 0; }
.employee-ticket-list { display: grid; gap: 14px; }
.employee-ticket { border: 1px solid var(--line); border-radius: 18px; padding: 18px; background: var(--panel-soft); }
.employee-ticket.needs-action { background: var(--yellow-soft); }
.employee-ticket h3 { margin: 8px 0; }
.employee-ticket p { color: var(--muted); }

.template-list { display: grid; gap: 10px; }
.template-item { border: 1px solid var(--line); background: var(--panel-soft); border-radius: 12px; padding: 14px; text-align: left; font-weight: 700; }
.template-item span { display: block; color: var(--muted); font-weight: 400; margin-top: 8px; }
.admin-layout { display: grid; gap: 18px; }
.admin-intro { display: flex; justify-content: space-between; gap: 24px; align-items: center; }
.admin-stats { display: flex; gap: 10px; flex-wrap: wrap; }
.admin-stats span { background: var(--panel-soft); border: 1px solid var(--line); border-radius: 12px; padding: 10px 12px; color: var(--muted); }
.admin-stats strong { color: var(--text); }
.admin-grid { display: grid; grid-template-columns: repeat(3, minmax(220px, 1fr)); gap: 16px; }
.admin-card { padding: 22px; }
.admin-card p { color: var(--muted); min-height: 52px; }
.admin-detail { min-height: 190px; }

.ticket-list.compact { display: grid; gap: 10px; }
.compact-ticket { display: flex; justify-content: space-between; gap: 12px; padding: 14px; background: var(--panel-soft); border-radius: 14px; border: 1px solid var(--line); cursor: pointer; }
.compact-ticket:hover { border-color: #b6c9ff; }
.compact-ticket strong { display: block; }
.compact-ticket small, .compact-ticket em { color: var(--muted); display: block; font-style: normal; margin-top: 3px; }

.modal { position: fixed; inset: 0; display: none; align-items: center; justify-content: center; background: rgba(15, 23, 42, 0.55); padding: 24px; z-index: 20; }
.modal.open { display: flex; }
.modal-card { width: min(720px, 100%); max-height: calc(100vh - 48px); overflow: auto; background: white; border-radius: 24px; padding: 24px; box-shadow: var(--shadow); display: grid; gap: 14px; }
.status-card { width: min(820px, 100%); }
.status-timeline { max-height: 260px; margin: 14px 0; }
label { display: grid; gap: 8px; font-weight: 700; }

.toast { position: fixed; right: 24px; bottom: 24px; background: #111827; color: white; padding: 14px 18px; border-radius: 14px; box-shadow: var(--shadow); transform: translateY(20px); opacity: 0; pointer-events: none; transition: opacity 0.2s ease, transform 0.2s ease; z-index: 30; max-width: 420px; }
.toast.show { opacity: 1; transform: translateY(0); }

@media (min-width: 1900px) {
  .content { padding: 34px; }
  .dashboard-grid { grid-template-columns: minmax(760px, 1.45fr) minmax(430px, 0.9fr); }
  .workspace-grid { grid-template-columns: 260px minmax(760px, 1fr) 520px; }
  .cards-grid { grid-template-columns: repeat(4, minmax(240px, 1fr)); }
}
@media (max-width: 1400px) {
  .workspace-grid { grid-template-columns: 220px 1fr; }
  .detail-panel { grid-column: 1 / -1; }
  .dashboard-grid { grid-template-columns: 1fr; }
}
@media (max-width: 960px) {
  .app-shell { grid-template-columns: 1fr; }
  .sidebar { position: static; }
  .topbar, .employee-hero, .admin-intro { flex-direction: column; align-items: stretch; }
  .search { width: 100%; }
  .cards-grid, .split-layout, .workspace-grid, .admin-grid, .employee-flow { grid-template-columns: 1fr; }
  .detail-meta { grid-template-columns: 1fr; }
}