/* tickets.css — Ticket inbox, triage kanban, drawer, convert modal */

/* Shim: map friendlier names onto existing design tokens.
   Existing tokens use --bg-surface / --bg-subtle / --ink-strong etc. */
.tickets-page, .td-drawer, .td-backdrop, .convert-modal, .tk-card, .tk-column, .tk-column-header {
  --surface:      var(--bg-surface);
  --surface-2:    var(--bg-subtle);
  --ink:          var(--ink-strong);
  --brand-faint:  var(--brand-soft);
}
/* Also apply the shim to the drawer portal root so variables resolve everywhere it renders */
.td-drawer, .td-backdrop { --surface: #ffffff; --surface-2: #f5f6f8; --ink: #0f1729; --brand-faint: #e5f1ff; }
.tickets-page            { --surface: #ffffff; --surface-2: #f5f6f8; --ink: #0f1729; --brand-faint: #e5f1ff; }

.tickets-page {
  flex: 1; overflow: auto;
  background: var(--surface-2, #f6f7fb);
}

.tickets-header {
  background: var(--surface, #fff);
  border-bottom: 1px solid var(--border);
  padding: 18px 28px 0;
}
.tickets-title-row { display: flex; align-items: center; gap: 14px; margin-bottom: 12px; }
.tickets-title { font-size: 22px; font-weight: 700; color: var(--ink); letter-spacing: -.01em; }
.tickets-sub { font-size: 13px; color: var(--ink-muted); margin-top: 2px; }

.tickets-kpis {
  display: flex; gap: 10px; flex-wrap: wrap;
  margin-left: auto;
}
.tickets-kpi {
  display: flex; flex-direction: column;
  background: var(--surface-2, #f6f7fb);
  border: 1px solid var(--border);
  border-radius: 8px;
  padding: 6px 12px;
  min-width: 92px;
}
.tickets-kpi-label { font-size: 10px; font-weight: 700; color: var(--ink-muted); text-transform: uppercase; letter-spacing: .06em; }
.tickets-kpi-value { font-size: 17px; font-weight: 700; color: var(--ink); letter-spacing: -.01em; font-variant-numeric: tabular-nums; }
.tickets-kpi.danger .tickets-kpi-value { color: #e2445c; }
.tickets-kpi.warn   .tickets-kpi-value { color: #fdab3d; }
.tickets-kpi.good   .tickets-kpi-value { color: #00c875; }

.tickets-tabs {
  display: flex; gap: 4px;
  border-bottom: 1px solid var(--border); margin: 0 -28px;
  padding: 0 28px;
}
.tickets-tab {
  border: none; background: transparent;
  padding: 10px 14px;
  font: inherit; font-size: 13px; font-weight: 600; color: var(--ink-muted);
  cursor: pointer;
  border-bottom: 2px solid transparent;
  margin-bottom: -1px;
  display: inline-flex; align-items: center; gap: 8px;
}
.tickets-tab:hover { color: var(--ink); }
.tickets-tab.is-active { color: var(--brand, #0073ea); border-bottom-color: var(--brand); }
.tickets-tab-count { background: var(--surface-2, #f1f4f9); border-radius: 10px; font-size: 11px; padding: 0 7px; color: var(--ink-muted); }
.tickets-tab.is-active .tickets-tab-count { background: rgba(0,115,234,.14); color: var(--brand); }

.tickets-view-switch {
  margin-left: auto;
  display: inline-flex;
  background: var(--surface-2);
  border-radius: 6px; padding: 3px;
  align-self: center;
}
.tickets-view-switch button {
  border: none; background: transparent;
  padding: 5px 10px; font: inherit; font-size: 12px; font-weight: 600;
  color: var(--ink-muted); cursor: pointer; border-radius: 4px;
  display: inline-flex; align-items: center; gap: 5px;
}
.tickets-view-switch button.is-active { background: var(--surface); color: var(--ink); box-shadow: 0 1px 3px rgba(0,0,0,.08); }

/* Filters */
.tickets-filters {
  display: flex; align-items: center; gap: 10px;
  padding: 12px 28px;
  background: var(--surface, #fff);
  border-bottom: 1px solid var(--border);
  flex-wrap: wrap;
}

/* ────── Inbox Table ────── */
.tickets-table-wrap { padding: 16px 28px 28px; }
.tickets-table {
  width: 100%;
  background: var(--surface, #fff);
  border: 1px solid var(--border);
  border-radius: 10px;
  border-collapse: separate; border-spacing: 0;
  overflow: hidden;
}
.tickets-table thead th {
  text-align: left; padding: 10px 12px;
  font-size: 11px; font-weight: 700; color: var(--ink-muted);
  text-transform: uppercase; letter-spacing: .06em;
  background: var(--surface-2, #fafbfd);
  border-bottom: 1px solid var(--border);
  white-space: nowrap;
}
.tickets-table tbody td {
  padding: 10px 12px; border-bottom: 1px solid var(--border);
  font-size: 13px; vertical-align: middle;
}
.tickets-table tbody tr:last-child td { border-bottom: none; }
.tickets-table tbody tr { cursor: pointer; }
.tickets-table tbody tr:hover { background: var(--surface-2, #fafbfd); }

.ticket-id { font-family: ui-monospace, SFMono-Regular, Menlo, monospace; font-size: 11px; color: var(--ink-muted); letter-spacing: .02em; }
.ticket-subject { font-weight: 600; color: var(--ink); display: flex; align-items: center; gap: 8px; }
.ticket-subject-body { flex: 1; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.ticket-requester {
  display: flex; flex-direction: column; gap: 1px; min-width: 160px;
}
.ticket-requester-name { font-weight: 500; color: var(--ink); font-size: 12.5px; }
.ticket-requester-co { font-size: 11px; color: var(--ink-muted); }

/* Severity chips */
.sev-chip {
  display: inline-flex; align-items: center; gap: 5px;
  border-radius: 4px; padding: 2px 8px;
  font-size: 11px; font-weight: 700;
  letter-spacing: .02em;
  border: 1px solid transparent;
}
.sev-chip::before { content: ""; width: 6px; height: 6px; border-radius: 50%; }
.sev-p0 { background: rgba(226,68,92,.12);  color: #c2253a; border-color: rgba(226,68,92,.3); }
.sev-p0::before { background: #e2445c; }
.sev-p1 { background: rgba(253,113,61,.14); color: #c9491e; border-color: rgba(253,113,61,.3); }
.sev-p1::before { background: #fd713d; }
.sev-p2 { background: rgba(253,171,61,.14); color: #b07416; border-color: rgba(253,171,61,.3); }
.sev-p2::before { background: #fdab3d; }
.sev-p3 { background: var(--surface-2); color: var(--ink-muted); border-color: var(--border); }
.sev-p3::before { background: #c4c4c4; }

/* Status chips */
.ts-chip {
  display: inline-flex; align-items: center; gap: 5px;
  border-radius: 4px; padding: 2px 10px;
  font-size: 11px; font-weight: 700;
  color: #fff;
}
.ts-new       { background: #0073ea; }
.ts-triaging  { background: #a25ddc; }
.ts-accepted  { background: #00c875; }
.ts-waiting   { background: #fdab3d; color: #3a2a00; }
.ts-resolved  { background: #037f4c; }
.ts-rejected  { background: #676879; }
.ts-duplicate { background: #c4c4c4; color: #3a3a3a; }

/* Channel chip */
.ch-chip {
  display: inline-flex; align-items: center; gap: 5px;
  font-size: 11px; font-weight: 600;
  color: var(--ink-muted);
}
.ch-chip svg { opacity: .7; }

/* SLA chip */
.sla-chip {
  display: inline-flex; align-items: center; gap: 4px;
  font-size: 11px; font-weight: 600;
  padding: 2px 7px; border-radius: 4px;
  border: 1px solid transparent;
}
.sla-chip.met       { color: #037f4c; background: rgba(0,200,117,.1);  border-color: rgba(0,200,117,.3); }
.sla-chip.on-track  { color: #676879; background: var(--surface-2);    border-color: var(--border); }
.sla-chip.at-risk   { color: #b07416; background: rgba(253,171,61,.12); border-color: rgba(253,171,61,.3); }
.sla-chip.breached  { color: #c2253a; background: rgba(226,68,92,.12); border-color: rgba(226,68,92,.3); animation: slaBreach 1.6s infinite; }
@keyframes slaBreach {
  0%, 100% { background: rgba(226,68,92,.12); }
  50%      { background: rgba(226,68,92,.22); }
}

.ticket-linked {
  display: inline-flex; align-items: center; gap: 4px;
  font-size: 11px; font-weight: 600;
  color: var(--brand);
  background: var(--brand-faint);
  padding: 2px 7px; border-radius: 4px;
}

/* ────── Triage Kanban ────── */
.tickets-kanban {
  display: flex; gap: 14px;
  padding: 16px 20px 28px;
  overflow-x: auto;
  flex: 1;
}
.tk-column {
  flex: 1 0 280px;
  min-width: 280px;
  background: var(--surface-2);
  border: 1px solid var(--border);
  border-radius: 10px;
  display: flex; flex-direction: column;
  max-height: 100%;
}
.tk-column-header {
  display: flex; align-items: center; gap: 8px;
  padding: 10px 14px; border-bottom: 1px solid var(--border);
  background: var(--surface);
  border-radius: 10px 10px 0 0;
}
.tk-column-dot { width: 8px; height: 8px; border-radius: 50%; }
.tk-column-name { font-size: 12px; font-weight: 700; letter-spacing: .02em; text-transform: uppercase; color: var(--ink); }
.tk-column-count { font-size: 11px; font-weight: 700; color: var(--ink-muted); background: var(--surface-2); border-radius: 10px; padding: 1px 7px; }

.tk-column-body {
  padding: 10px; display: flex; flex-direction: column; gap: 8px;
  overflow-y: auto; flex: 1;
}
.tk-card {
  background: var(--surface);
  border: 1px solid var(--border);
  border-radius: 8px;
  padding: 10px 12px;
  cursor: pointer;
  transition: border-color .15s, transform .05s;
  display: flex; flex-direction: column; gap: 6px;
}
.tk-card:hover { border-color: var(--brand); }
.tk-card-top {
  display: flex; align-items: center; gap: 6px;
  font-size: 10.5px; color: var(--ink-muted); font-weight: 600;
}
.tk-card-title {
  font-size: 13px; font-weight: 600; color: var(--ink); line-height: 1.3;
  display: -webkit-box; -webkit-line-clamp: 2; -webkit-box-orient: vertical; overflow: hidden;
}
.tk-card-meta {
  display: flex; align-items: center; gap: 6px;
  font-size: 11px;
}
.tk-card-meta .ticket-linked { padding: 1px 6px; font-size: 10px; }
.tk-card-assignee { margin-left: auto; }

/* ────── Ticket drawer ────── */
.td-drawer {
  position: absolute; top: 0; right: 0; bottom: 0;
  width: 640px; max-width: 94%;
  background: #ffffff;
  border-left: 1px solid var(--border);
  box-shadow: -16px 0 40px rgba(16,22,40,.18);
  display: flex; flex-direction: column;
  z-index: 100;
  animation: tdSlide .22s ease-out;
  overflow: hidden;
}
@keyframes tdSlide { from { transform: translateX(40px); opacity: 0; } to { transform: none; opacity: 1; } }
.td-backdrop {
  position: absolute; inset: 0;
  background: rgba(16,22,40,.35);
  z-index: 99;
}

.td-header {
  padding: 14px 20px 10px;
  border-bottom: 1px solid var(--border);
  display: flex; align-items: flex-start; gap: 12px;
}
.td-header-main { flex: 1; min-width: 0; }
.td-header-meta { display: flex; align-items: center; gap: 8px; margin-bottom: 6px; }
.td-header-title {
  font-size: 18px; font-weight: 700; color: var(--ink);
  letter-spacing: -.01em; line-height: 1.3;
}
.td-close {
  border: none; background: transparent; color: var(--ink-muted);
  padding: 6px; border-radius: 4px; cursor: pointer;
}
.td-close:hover { background: var(--surface-2); color: var(--ink); }

.td-body {
  flex: 1; display: grid;
  grid-template-columns: 1fr 240px;
  overflow: hidden;
  min-height: 0;
  background: #ffffff;
}
.td-thread {
  overflow-y: auto;
  padding: 18px 20px;
  display: flex; flex-direction: column; gap: 12px;
}
.td-msg {
  background: var(--surface);
  border: 1px solid var(--border);
  border-radius: 8px;
  padding: 10px 14px;
}
.td-msg.is-internal {
  background: #fffce5;
  border-color: #ffe998;
}
.td-msg-head {
  display: flex; align-items: center; gap: 8px;
  margin-bottom: 6px;
  font-size: 12px;
}
.td-msg-from { font-weight: 700; color: var(--ink); }
.td-msg-role {
  font-size: 10px; font-weight: 700;
  padding: 1px 6px; border-radius: 3px;
  text-transform: uppercase; letter-spacing: .05em;
}
.td-msg-role.customer { background: rgba(0,115,234,.1); color: #0073ea; }
.td-msg-role.internal { background: rgba(253,171,61,.15); color: #9a6500; }
.td-msg-time { color: var(--ink-muted); margin-left: auto; font-size: 11px; }
.td-msg-body { font-size: 13.5px; color: var(--ink); line-height: 1.55; white-space: pre-wrap; }

.td-reply {
  border-top: 1px solid var(--border);
  padding: 12px 20px;
  background: var(--surface);
}
.td-reply-tabs {
  display: inline-flex; background: var(--surface-2); border-radius: 6px; padding: 3px; gap: 2px;
  margin-bottom: 8px;
}
.td-reply-tabs button {
  border: none; background: transparent; padding: 4px 10px;
  font: inherit; font-size: 12px; font-weight: 600; color: var(--ink-muted);
  border-radius: 4px; cursor: pointer;
}
.td-reply-tabs button.is-active { background: var(--surface); color: var(--ink); box-shadow: 0 1px 3px rgba(0,0,0,.08); }
.td-reply textarea {
  width: 100%; border: 1px solid var(--border); border-radius: 6px;
  padding: 8px 10px; font: inherit; font-size: 13px; min-height: 70px; resize: vertical;
  outline: none; background: var(--surface);
}
.td-reply textarea:focus { border-color: var(--brand); }
.td-reply-actions {
  display: flex; gap: 8px; margin-top: 8px; align-items: center;
}

/* Sidebar panel */
.td-side {
  border-left: 1px solid var(--border);
  background: var(--surface-2);
  overflow-y: auto;
  padding: 16px 16px 20px;
  display: flex; flex-direction: column; gap: 14px;
}
.td-side-section { }
.td-side-label {
  font-size: 10px; font-weight: 700; color: var(--ink-muted);
  text-transform: uppercase; letter-spacing: .06em; margin-bottom: 6px;
}
.td-side-field {
  display: flex; justify-content: space-between; align-items: center;
  font-size: 12px; padding: 4px 0;
}
.td-side-key { color: var(--ink-muted); }
.td-side-val { font-weight: 600; color: var(--ink); }

.td-requester-card {
  background: var(--surface); border: 1px solid var(--border);
  border-radius: 8px; padding: 10px 12px;
  display: flex; flex-direction: column; gap: 4px;
}
.td-requester-name { font-size: 13px; font-weight: 700; color: var(--ink); }
.td-requester-email { font-size: 11.5px; color: var(--brand); word-break: break-all; }
.td-requester-co { font-size: 11px; color: var(--ink-muted); }

.td-convert-btn {
  width: 100%;
  background: var(--brand);
  color: #fff; border: none;
  border-radius: 6px;
  padding: 9px 12px;
  font: inherit; font-size: 13px; font-weight: 700;
  cursor: pointer;
  display: inline-flex; align-items: center; justify-content: center; gap: 6px;
}
.td-convert-btn:hover { background: #005fc4; }

.td-linked-task {
  background: var(--surface); border: 1px solid var(--border);
  border-radius: 6px; padding: 6px 10px;
  display: flex; align-items: center; gap: 8px;
  cursor: pointer;
  margin-top: 4px;
}
.td-linked-task:hover { border-color: var(--brand); }
.td-linked-task-id {
  font-family: ui-monospace, SFMono-Regular, Menlo, monospace;
  font-size: 10.5px; color: var(--ink-muted); font-weight: 700;
}
.td-linked-task-name {
  flex: 1; font-size: 12px; color: var(--ink); font-weight: 500;
  overflow: hidden; text-overflow: ellipsis; white-space: nowrap;
}

/* Convert modal */
.convert-modal { width: 640px; }
.convert-suggestion {
  display: flex; gap: 10px;
  background: var(--brand-faint);
  border: 1px solid rgba(0,115,234,.2);
  border-radius: 8px;
  padding: 10px 14px;
  margin-bottom: 14px;
  font-size: 12.5px; color: var(--ink);
  line-height: 1.5;
}
.convert-suggestion-icon {
  width: 28px; height: 28px; border-radius: 6px;
  background: var(--brand); color: #fff;
  display: flex; align-items: center; justify-content: center;
  flex-shrink: 0;
}

.convert-tasks-list {
  border: 1px solid var(--border);
  border-radius: 8px;
  background: var(--surface);
  margin-bottom: 14px;
}
.convert-task-row {
  display: flex; align-items: center; gap: 10px;
  padding: 8px 12px;
  border-bottom: 1px solid var(--border);
}
.convert-task-row:last-child { border-bottom: none; }
.convert-task-row input[type="text"] {
  flex: 1; border: none; background: transparent;
  font: inherit; font-size: 13px; color: var(--ink); outline: none;
}
.convert-task-row-remove {
  border: none; background: transparent; color: var(--ink-muted);
  cursor: pointer; padding: 4px; border-radius: 4px;
}
.convert-task-row-remove:hover { background: rgba(226,68,92,.1); color: #e2445c; }
.convert-add-task-row {
  padding: 8px 12px;
  border-top: 1px solid var(--border);
  display: flex; gap: 8px; align-items: center;
  background: var(--surface-2);
  border-radius: 0 0 8px 8px;
  cursor: pointer; color: var(--brand); font-size: 12.5px; font-weight: 600;
}
.convert-add-task-row:hover { background: var(--brand-faint); }

.convert-grid {
  display: grid; grid-template-columns: 1fr 1fr; gap: 10px;
  margin-bottom: 14px;
}
.convert-grid-full { grid-column: 1 / -1; }
.convert-field label {
  font-size: 11px; font-weight: 600; color: var(--ink);
  display: block; margin-bottom: 4px;
}
.convert-field select, .convert-field input {
  width: 100%; border: 1px solid var(--border); border-radius: 6px;
  padding: 7px 10px; font: inherit; font-size: 13px; outline: none;
  background: var(--surface); color: var(--ink);
}
.convert-field select:focus, .convert-field input:focus { border-color: var(--brand); }

.convert-after {
  display: flex; flex-direction: column; gap: 6px;
}
.convert-after-opt {
  display: flex; gap: 10px; align-items: flex-start;
  padding: 10px 12px;
  border: 1px solid var(--border);
  border-radius: 8px;
  cursor: pointer;
  background: var(--surface);
}
.convert-after-opt.is-active { border-color: var(--brand); background: var(--brand-faint); }
.convert-after-opt input[type="radio"] { margin-top: 2px; accent-color: var(--brand); }
.convert-after-opt-title { font-size: 13px; font-weight: 600; color: var(--ink); }
.convert-after-opt-desc { font-size: 11.5px; color: var(--ink-muted); margin-top: 2px; line-height: 1.4; }