/* Helpdesk — utility-first hand-rolled CSS, no framework needed. */
:root {
  --bg: #f6f7f9;
  --surface: #ffffff;
  --border: #e3e6eb;
  --text: #1f2328;
  --muted: #6b7280;
  --primary: #2563eb;
  --primary-fg: #ffffff;
  --warn: #b45309;
  --danger: #b91c1c;
  --ok: #15803d;
  --radius: 8px;
  --shadow: 0 1px 2px rgba(0,0,0,0.05), 0 1px 1px rgba(0,0,0,0.03);
}
* { box-sizing: border-box; }
html, body { margin: 0; padding: 0; }
body {
  font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif;
  font-size: 14px;
  color: var(--text);
  background: var(--bg);
}
a { color: var(--primary); text-decoration: none; }
a:hover { text-decoration: underline; }
code { font-family: Menlo, Consolas, monospace; font-size: 12px; background:#f0f1f4; padding:1px 4px; border-radius:4px; }
hr { border: 0; border-top: 1px solid var(--border); margin: 16px 0; }

/* ----- Layout: agent app (sidebar + content) ----- */
.layout-agent .shell { display: grid; grid-template-columns: 220px 1fr; min-height: 100vh; }
.sidebar { background: #0f172a; color: #e2e8f0; padding: 16px; display: flex; flex-direction: column; }
.sidebar .brand { font-weight: 700; font-size: 16px; color: #fff; }
.sidebar .brand a { color: #fff; }
.sidebar nav { display: flex; flex-direction: column; gap: 2px; margin-top: 20px; flex: 1; }
.sidebar nav a { color: #cbd5e1; padding: 6px 8px; border-radius: 4px; }
.sidebar nav a:hover { background:#1e293b; color:#fff; text-decoration:none; }
.sidebar .nav-sep { font-size: 11px; color: #64748b; text-transform: uppercase; margin: 14px 0 4px; letter-spacing: 0.06em; }
.sidebar .user-box { border-top:1px solid #1e293b; padding-top:10px; font-size:12px; }
.sidebar .user-box .who { color:#fff; margin-bottom:2px; }
.sidebar .user-box .muted { color:#94a3b8; }
.content { padding: 24px; min-width: 0; }

/* ----- Layout: portal & KB ----- */
.layout-portal .topbar { display:flex; align-items:center; justify-content:space-between; background:#fff; padding:12px 24px; border-bottom:1px solid var(--border); }
.layout-portal .topbar nav { display:flex; gap:12px; align-items:center; }
.layout-portal .container { max-width: 880px; margin: 24px auto; padding: 0 16px; }

/* ----- Layout: auth ----- */
.layout-auth { display:flex; align-items:center; justify-content:center; min-height:100vh; background:#0f172a; }
.auth-card { background:#fff; padding:32px; border-radius: var(--radius); width: 360px; box-shadow:var(--shadow); }
.auth-card h1 { margin: 0 0 4px; }
.auth-card form { display:flex; flex-direction:column; gap:12px; margin-top:16px; }

/* ----- Common ----- */
.page-header { display:flex; align-items:flex-start; justify-content:space-between; gap:16px; margin-bottom: 16px; }
.page-header h1 { margin: 0; font-size: 22px; }
.card { background: var(--surface); border:1px solid var(--border); border-radius: var(--radius); padding: 16px; margin-bottom: 16px; box-shadow: var(--shadow); }
.card header { display:flex; justify-content:space-between; align-items:center; margin-bottom: 8px; }
.muted { color: var(--muted); }
.small { font-size: 12px; }
.center { text-align: center; }

.btn { display: inline-flex; align-items: center; gap: 6px; padding: 6px 12px; border: 1px solid var(--border); background:#fff; color: var(--text); border-radius: 6px; cursor: pointer; font-size: 13px; }
.btn:hover { background: #f3f4f6; text-decoration:none; }
.btn-primary { background: var(--primary); color: var(--primary-fg); border-color: var(--primary); }
.btn-primary:hover { background: #1d4ed8; }

input, select, textarea {
  width: 100%; padding: 7px 10px; border: 1px solid var(--border);
  border-radius: 6px; background: #fff; font: inherit; color: inherit;
}
textarea { resize: vertical; }
label { display: flex; flex-direction: column; gap: 4px; font-size: 13px; color: var(--muted); }
label.inline { flex-direction: row; align-items: center; gap: 6px; color: var(--text); }
.form { display: flex; flex-direction: column; gap: 12px; }
.row { display: grid; grid-template-columns: repeat(auto-fit, minmax(160px, 1fr)); gap: 12px; }
.filters { display:flex; gap:8px; align-items:center; margin-bottom:12px; }
.filters input, .filters select { width: auto; flex: 0 0 auto; }
.filters input[name="q"] { flex: 1; }

/* ----- Stats ----- */
.stats { display: grid; grid-template-columns: repeat(6, 1fr); gap: 12px; margin-bottom: 24px; }
.stat { background: var(--surface); padding: 16px; border-radius: var(--radius); border:1px solid var(--border); text-align:center; color: var(--text); }
.stat .num { font-size: 24px; font-weight: 700; }
.stat .label { font-size: 12px; color: var(--muted); text-transform: uppercase; letter-spacing: 0.06em; margin-top: 4px; }
.stat.warn { border-top: 3px solid var(--warn); }
.stat.danger { border-top: 3px solid var(--danger); }
@media (max-width: 1100px) { .stats { grid-template-columns: repeat(3, 1fr); } }

/* ----- Tables ----- */
.ticket-table { width: 100%; border-collapse: collapse; }
.ticket-table th, .ticket-table td { text-align: left; padding: 9px 10px; border-bottom: 1px solid var(--border); vertical-align: top; }
.ticket-table th { font-size: 12px; color: var(--muted); text-transform: uppercase; letter-spacing: 0.04em; }
.ticket-table td.subject { max-width: 460px; overflow:hidden; text-overflow:ellipsis; white-space: nowrap; }

/* ----- Badges ----- */
.badge { display:inline-block; padding: 2px 8px; border-radius: 999px; font-size: 11px; font-weight: 600; text-transform: uppercase; background: #eef2f7; color: #1e293b; letter-spacing: 0.04em; }
.badge.danger { background: #fee2e2; color: #991b1b; }
.badge.warn { background: #fef3c7; color: #92400e; }
.badge.p-low { background: #e2e8f0; color: #334155; }
.badge.p-normal { background: #dbeafe; color: #1e40af; }
.badge.p-high { background: #fed7aa; color: #9a3412; }
.badge.p-urgent { background: #fecaca; color: #991b1b; }
.badge.s-new { background: #ede9fe; color: #5b21b6; }
.badge.s-open { background: #dbeafe; color: #1e40af; }
.badge.s-pending { background: #fef3c7; color: #92400e; }
.badge.s-on_hold { background: #f3f4f6; color: #374151; }
.badge.s-resolved { background: #dcfce7; color: #166534; }
.badge.s-closed { background: #e5e7eb; color: #374151; }

/* ----- Ticket detail ----- */
.ticket-grid { display: grid; grid-template-columns: 1fr 320px; gap: 16px; align-items: flex-start; }
@media (max-width: 980px) { .ticket-grid { grid-template-columns: 1fr; } }
.conversation { display: flex; flex-direction: column; gap: 12px; }
.message { background: var(--surface); border: 1px solid var(--border); border-radius: var(--radius); padding: 14px; }
.message header { display:flex; gap: 10px; align-items: baseline; margin-bottom: 8px; flex-wrap: wrap; }
.message .body { line-height: 1.55; white-space: normal; word-wrap: break-word; }
.message.internal { background: #fff8e1; border-color: #f59e0b40; }
.message.from-self { background: #eff6ff; }
.reply textarea { margin-bottom: 8px; }
.reply-actions { display:flex; justify-content: space-between; align-items: center; }
.properties dl.meta { display: grid; grid-template-columns: 110px 1fr; gap: 4px 8px; margin: 0; }
.properties dl.meta dt { color: var(--muted); font-size: 12px; }
.properties dl.meta dd { margin: 0; font-size: 13px; }
.properties form { display: flex; flex-direction: column; gap: 10px; }
.tags { display: flex; gap: 4px; flex-wrap: wrap; margin-top: 10px; }
.tag { padding: 2px 8px; border-radius: 999px; font-size: 11px; color: white; }

/* ----- Admin & KB ----- */
.admin-grid { display: grid; grid-template-columns: repeat(auto-fit, minmax(220px, 1fr)); gap: 12px; }
.admin-card { background: var(--surface); padding: 18px; border-radius: var(--radius); border: 1px solid var(--border); color: var(--text); }
.admin-card h3 { margin: 0 0 4px; }
.admin-card p { margin: 0; color: var(--muted); font-size: 13px; }
.kb-cats { display: flex; gap: 8px; flex-wrap: wrap; margin-bottom: 16px; }
.chip { background: #fff; border: 1px solid var(--border); padding: 4px 10px; border-radius: 999px; font-size: 12px; }
.kb-list { display: grid; grid-template-columns: repeat(auto-fill, minmax(280px, 1fr)); gap: 12px; }
.kb-item { background: var(--surface); padding: 16px; border-radius: var(--radius); border: 1px solid var(--border); color: var(--text); }
.kb-item h3 { margin: 0 0 4px; font-size: 16px; }
.kb-article { background: var(--surface); padding: 24px; border-radius: var(--radius); border: 1px solid var(--border); }
.kb-article .content { line-height: 1.65; }
.kb-article .content pre { background: #0f172a; color: #e2e8f0; padding: 12px; border-radius: 6px; overflow: auto; }
.kb-article .helpful { display: flex; gap: 8px; align-items: center; margin-top: 24px; padding-top: 16px; border-top: 1px solid var(--border); }

.alert { padding: 10px 12px; border-radius: 6px; margin-bottom: 12px; font-size: 13px; }
.alert.error { background: #fee2e2; color: #991b1b; border: 1px solid #fecaca; }
.alert.success { background: #dcfce7; color: #166534; border: 1px solid #bbf7d0; }

fieldset.card.sub { border: 1px solid var(--border); background: #fbfbfc; }
fieldset.card.sub legend { font-weight: 600; padding: 0 6px; font-size: 13px; color: var(--text); }

.hint { display: block; margin-top: 2px; }

.callout {
  background: #eff6ff; border: 1px solid #bfdbfe; padding: 10px 12px;
  border-radius: 6px; margin: 10px 0;
}
.callout code.block {
  display: block; background: #fff; border: 1px solid var(--border);
  padding: 8px 10px; margin: 6px 0; border-radius: 4px;
  word-break: break-all; font-size: 12px;
}

dl.meta.inline-meta { grid-template-columns: 100px 1fr; margin-top: 10px; }
.actions { display: flex; gap: 8px; justify-content: flex-end; }

.pager { display:flex; gap:8px; align-items:center; margin-top:12px; color: var(--muted); }
.csat { display: flex; gap: 12px; margin-bottom: 8px; }
.csat label { flex-direction: row; align-items: center; gap: 4px; }