:root{--bg:#f4f5f7;--panel:#fff;--border:#e1e4e8;--text:#1f2328;--muted:#6b7280;--brand:#1b2a41;--accent:#2563eb;--accent-soft:#e8efff;--danger:#dc2626;--ok:#16a34a;--warn:#d97706;--radius:8px;--font:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Helvetica,Arial,sans-serif}
*{box-sizing:border-box}html,body{margin:0;padding:0}
body{font:14px/1.5 var(--font);color:var(--text);background:var(--bg);min-height:100vh}
a{color:var(--accent);text-decoration:none}a:hover{text-decoration:underline}
h1{font-size:20px;margin:0 0 16px}h2{font-size:16px;margin:0 0 12px}h3{font-size:13px;text-transform:uppercase;letter-spacing:.04em;color:var(--muted);margin:0 0 8px}
.topbar{background:var(--brand);color:#fff;display:flex;align-items:center;gap:24px;padding:0 20px;height:48px}
.topbar .logo{font-weight:700;font-size:15px;color:#fff;letter-spacing:.02em}
.topbar nav{display:flex;gap:4px;flex:1}
.topbar nav a{color:#cfd6e0;padding:6px 10px;border-radius:6px;font-weight:500}
.topbar nav a:hover,.topbar nav a.active{background:rgba(255,255,255,.12);color:#fff;text-decoration:none}
.topbar .right{display:flex;align-items:center;gap:12px;color:#cfd6e0}
.topbar .right a{color:#cfd6e0}
.topbar form{display:inline}
main{padding:20px;max-width:1400px;margin:0 auto}
.page-head{display:flex;align-items:center;justify-content:space-between;gap:16px;margin-bottom:16px;flex-wrap:wrap}
.page-head h1{margin:0}
.card{background:var(--panel);border:1px solid var(--border);border-radius:var(--radius);padding:16px;margin-bottom:16px}
.grid{display:grid;gap:16px}.grid-2{grid-template-columns:1fr 1fr}.grid-3{grid-template-columns:repeat(3,1fr)}.grid-4{grid-template-columns:repeat(4,1fr)}
@media(max-width:900px){.grid-2,.grid-3,.grid-4{grid-template-columns:1fr}}
.layout{display:grid;grid-template-columns:220px 1fr;gap:16px}
.layout-detail{display:grid;grid-template-columns:minmax(0,1fr) 300px;gap:16px;align-items:start}
.layout-detail>*{min-width:0}
@media(max-width:900px){.layout,.layout-detail{grid-template-columns:1fr}}
.sidenav a{display:flex;justify-content:space-between;padding:7px 10px;border-radius:6px;color:var(--text)}
.sidenav a:hover{background:#eef0f3;text-decoration:none}.sidenav a.active{background:var(--accent-soft);color:var(--accent);font-weight:600}
.sidenav .count{color:var(--muted);font-size:12px}
table{width:100%;border-collapse:collapse;background:var(--panel)}
th,td{padding:9px 10px;border-bottom:1px solid var(--border);text-align:left;vertical-align:top}
th{font-size:12px;color:var(--muted);text-transform:uppercase;letter-spacing:.03em;font-weight:600;background:#fafbfc}
tr:hover td{background:#fafbfc}
.table-wrap{background:var(--panel);border:1px solid var(--border);border-radius:var(--radius);overflow:auto}
.muted{color:var(--muted)}.small{font-size:12px}.nowrap{white-space:nowrap}.right{text-align:right}
.badge{display:inline-block;padding:1px 8px;border-radius:999px;font-size:12px;font-weight:600;background:#e5e7eb;color:#374151;white-space:nowrap}
.badge.open{background:#dcfce7;color:#166534}.badge.pending{background:#fef3c7;color:#92400e}.badge.on_hold{background:#e0e7ff;color:#3730a3}
.badge.resolved{background:#e5e7eb;color:#374151}.badge.closed{background:#f3f4f6;color:#6b7280}
.badge.low{background:#f3f4f6;color:#6b7280}.badge.medium{background:#dbeafe;color:#1e40af}.badge.high{background:#ffedd5;color:#9a3412}.badge.urgent{background:#fee2e2;color:#991b1b}
.btn{display:inline-block;padding:7px 14px;border-radius:6px;border:1px solid var(--border);background:#fff;color:var(--text);font:inherit;font-weight:500;cursor:pointer;line-height:1.3}
.btn:hover{background:#f3f4f6;text-decoration:none}
.btn-primary{background:var(--accent);border-color:var(--accent);color:#fff}.btn-primary:hover{background:#1d4ed8}
.btn-sm{padding:4px 10px;font-size:13px}.btn-link{border:none;background:none;color:var(--accent);padding:0}
form .field{margin-bottom:12px}label{display:block;font-weight:600;font-size:13px;margin-bottom:4px}
input[type=text],input[type=email],input[type=password],input[type=number],input[type=url],select,textarea{width:100%;padding:7px 10px;border:1px solid #cfd4da;border-radius:6px;font:inherit;background:#fff}
input:focus,select:focus,textarea:focus{outline:2px solid var(--accent-soft);border-color:var(--accent)}
textarea{min-height:120px;resize:vertical}
.check{display:flex;align-items:center;gap:8px;font-weight:normal}
.inline-form{display:flex;gap:8px;align-items:center;flex-wrap:wrap}.inline-form input,.inline-form select{width:auto}
.flash{padding:10px 14px;border-radius:6px;margin-bottom:16px;background:#dcfce7;color:#166534;border:1px solid #bbf7d0}
.flash.error{background:#fee2e2;color:#991b1b;border-color:#fecaca}
.error{color:var(--danger);font-size:13px}
.avatar{display:inline-flex;align-items:center;justify-content:center;width:32px;height:32px;border-radius:50%;background:var(--accent-soft);color:var(--accent);font-weight:700;font-size:12px;flex-shrink:0}
.avatar.contact{background:#fef3c7;color:#92400e}
.msg{display:flex;gap:12px;padding:14px 0;border-bottom:1px solid var(--border)}
.msg:last-child{border-bottom:none}
.msg .body{flex:1;min-width:0}
.msg .meta{display:flex;justify-content:space-between;gap:8px;margin-bottom:6px;font-size:13px}
.msg .meta b{font-weight:600}
.msg .content{white-space:pre-wrap;word-wrap:break-word;line-height:1.55}
.msg.internal{background:#fffbeb;margin:0 -16px;padding:14px 16px;border-left:3px solid var(--warn)}
.msg.system{color:var(--muted);font-size:13px;padding:6px 0}
.attachments{margin-top:8px;display:flex;gap:8px;flex-wrap:wrap}
.attachments a{font-size:12px;background:#f3f4f6;padding:3px 8px;border-radius:4px}
.props dt{font-size:12px;color:var(--muted);text-transform:uppercase;letter-spacing:.03em;margin-top:10px}.props dd{margin:2px 0 0;overflow-wrap:anywhere}
.props.compact dt{margin-top:6px;font-size:11px}
.card{min-width:0;overflow-wrap:anywhere}
.domains .tag{margin:1px 2px 1px 0}
.tabs{display:flex;gap:4px;margin-bottom:10px}
.tabs label{font-weight:500;padding:5px 12px;border-radius:6px;cursor:pointer;border:1px solid var(--border)}
.tabs input{display:none}.tabs input:checked+label{background:var(--accent-soft);color:var(--accent);border-color:var(--accent)}
.setup-grid{display:grid;grid-template-columns:repeat(auto-fill,minmax(240px,1fr));gap:16px}
.setup-grid .card h3{border-bottom:1px solid var(--border);padding-bottom:8px;margin-bottom:8px}
.setup-grid .card a{display:block;padding:4px 0;color:var(--text)}.setup-grid .card a:hover{color:var(--accent)}
.setup-grid .card .desc{font-size:12px;color:var(--muted)}
.auth{max-width:380px;margin:80px auto}.auth .card{padding:28px}
.auth .logo{font-size:22px;font-weight:700;color:var(--brand);margin-bottom:4px}
.pager{display:flex;gap:8px;align-items:center;margin-top:12px;color:var(--muted)}
.ticket-subject{font-weight:600;color:var(--text)}
.stack>*+*{margin-top:8px}
.portal .topbar{background:#0f172a}
code{background:#f3f4f6;padding:1px 5px;border-radius:4px;font-size:13px}
/* ---- Help Centre (customer-facing) ---------------------------------------- */
:root{--hc-orange:#f0762b;--hc-pink:#e8336d;--hc-blue:#1a6fe8;--hc-text:#222;--hc-muted:#777}
body.hc{background:#fff;color:var(--hc-text);font-size:14px}
.hc-header{display:flex;align-items:center;justify-content:space-between;height:72px;padding:0 20px;border-bottom:1px solid #e9e9e9}
body.hc .hc-brand{display:flex;align-items:center;gap:14px;text-decoration:none;color:var(--hc-text)}
.hc-brand img{height:34px}
.hc-brand .sep{width:1px;height:28px;background:#ddd}
.hc-brand .title{font-size:19px;font-weight:600;letter-spacing:.01em}
.hc-nav{display:flex;align-items:center;gap:30px}
body.hc .hc-nav a{color:var(--hc-text);font-size:16px;font-weight:600;text-decoration:none;letter-spacing:.02em}
body.hc .hc-nav a:hover{color:var(--hc-orange)}
body.hc .hc-nav a.hot{color:var(--hc-pink)}
.hc-nav form{display:inline}.hc-nav button{background:none;border:none;font:inherit;font-size:16px;font-weight:600;color:var(--hc-text);cursor:pointer;padding:0}
.hc-nav button:hover{color:var(--hc-orange)}
.hc-sub{background:#f4f4f4;display:flex;align-items:center;justify-content:space-between;padding:12px 15px;gap:16px;flex-wrap:wrap}
.hc-crumbs{font-size:14px;color:#555}body.hc .hc-crumbs a{color:#555;text-decoration:none}.hc-crumbs span{margin:0 8px;color:#999}
.hc-search{display:flex;width:560px;max-width:100%;background:#fff;border:1px solid #ddd}
.hc-search input{border:none;padding:10px 12px;flex:1;font:inherit;outline:none;border-radius:0}
.hc-search button{background:none;border:none;color:var(--hc-orange);padding:0 14px;cursor:pointer;display:flex;align-items:center}.hc-search svg{width:18px;height:18px}
body.hc main{max-width:1200px;margin:0 auto;padding:30px 20px}
body.hc h1{font-size:22px;font-weight:600}
body.hc a{color:var(--hc-orange)}
.signin-grid{display:grid;grid-template-columns:1fr 1fr;gap:60px;padding:40px 90px}
@media(max-width:900px){.signin-grid{grid-template-columns:1fr;padding:10px}}
.signin-form h1{font-size:24px;font-weight:600;margin:0 0 2px}
.signin-form .sub{color:#444;margin-bottom:22px}
.signin-form input[type=email],.signin-form input[type=password],.signin-form input[type=text]{height:44px;border:1px solid #d9d9d9;border-radius:3px;font-size:15px;padding:0 14px;margin-bottom:16px;max-width:440px}
.signin-form .btn-hc{background:var(--hc-blue);color:#fff;border:none;border-radius:3px;font-size:15px;font-weight:600;padding:12px 44px;cursor:pointer}
.signin-form .btn-hc:hover{background:#1559c0}
.signin-form .hidden{display:none}
.signin-links{padding-top:6px}
.signin-links .row{display:flex;gap:28px;align-items:flex-start;padding:14px 0 18px;border-bottom:1px solid #e6e6e6}
.signin-links .row:last-child{border-bottom:none}
.signin-links .icon{width:44px;flex-shrink:0;color:#222;display:flex;justify-content:center}
.signin-links .icon svg{width:36px;height:36px}
.signin-links .head{font-size:16px;color:#222}
.signin-links .head a{color:var(--hc-orange);text-decoration:none}
.signin-links .desc{color:var(--hc-muted);font-size:13px;margin-top:4px;line-height:1.5}
.hc .flash{max-width:900px;margin:0 auto 16px}
.hc .card{border-color:#e9e9e9}
.hc .btn-primary{background:var(--hc-blue);border-color:var(--hc-blue)}
.hc .badge.open{background:#e6f4ea}
/* ---- Phase 2 additions ------------------------------------------------------ */
.dropdown{position:relative;display:flex;align-items:center}
.dropdown .menu{display:none;position:absolute;top:100%;left:0;background:#fff;border:1px solid var(--border);border-radius:6px;min-width:170px;padding:6px 0;z-index:50;box-shadow:0 6px 18px rgba(0,0,0,.12)}
.dropdown:hover .menu{display:block}
.dropdown .menu a{display:block;color:var(--text);padding:7px 14px;border-radius:0;font-weight:500}
.dropdown .menu a:hover{background:#f3f4f6;color:var(--text)}
.timer-pill{background:#fef3c7;color:#92400e!important;padding:4px 10px;border-radius:999px;font-size:12px;font-weight:600;font-variant-numeric:tabular-nums}
.timer-box{display:flex;align-items:center;gap:10px;flex-wrap:wrap}
.timer-box .elapsed{font-size:20px;font-weight:700;font-variant-numeric:tabular-nums}
.kpi-row{display:grid;grid-template-columns:repeat(auto-fit,minmax(150px,1fr));gap:12px;margin-bottom:16px}
.kpi{background:var(--panel);border:1px solid var(--border);border-radius:var(--radius);padding:12px 14px}
.kpi .v{font-size:22px;font-weight:700}.kpi .l{font-size:12px;color:var(--muted);text-transform:uppercase;letter-spacing:.03em}
.bars{display:flex;align-items:flex-end;gap:4px;height:120px;border-bottom:1px solid var(--border);padding-bottom:2px}
.bars .bar{flex:1;background:var(--accent);border-radius:3px 3px 0 0;min-width:4px;position:relative}
.bars .bar:hover{background:#1d4ed8}.bars .bar span{position:absolute;bottom:100%;left:50%;transform:translateX(-50%);font-size:10px;color:var(--muted);white-space:nowrap}
.bar-labels{display:flex;gap:4px;font-size:10px;color:var(--muted)}.bar-labels span{flex:1;text-align:center;overflow:hidden;white-space:nowrap}
.editor-toolbar{display:flex;gap:4px;flex-wrap:wrap;margin-bottom:6px}
.editor-toolbar button{padding:3px 8px;font-size:12px}
.editor{min-height:320px;border:1px solid #cfd4da;border-radius:6px;padding:10px 12px;background:#fff;overflow:auto;line-height:1.6}
.editor:focus{outline:2px solid var(--accent-soft);border-color:var(--accent)}
.editor img,.article-body img{max-width:100%}.article-body{line-height:1.7;font-size:15px}
.article-body h2{font-size:20px;margin:22px 0 8px}.article-body h3{font-size:16px;text-transform:none;letter-spacing:0;color:var(--text);margin:18px 0 6px}
.article-body pre,.editor pre{background:#f3f4f6;padding:10px;border-radius:6px;overflow:auto}
.video-wrap{position:relative;padding-top:56.25%;margin:16px 0}.video-wrap iframe,.video-wrap video{position:absolute;inset:0;width:100%;height:100%;border:0;border-radius:8px}
.kb-cat{display:block;padding:14px 16px;border:1px solid var(--border);border-radius:var(--radius);background:#fff;color:var(--text)!important;text-decoration:none!important}
.kb-cat:hover{border-color:var(--accent)}.kb-cat b{font-size:15px}.kb-cat .desc{color:var(--muted);font-size:13px}
.kb-list a{display:block;padding:8px 0;border-bottom:1px solid var(--border)}
.hours-grid{display:grid;grid-template-columns:120px 70px 1fr 1fr;gap:6px 10px;align-items:center;max-width:460px}
.rating-btns{display:flex;gap:12px;justify-content:center;margin:20px 0}
.rating-btns a{display:inline-block;padding:14px 26px;border-radius:8px;font-size:18px;font-weight:600;text-decoration:none!important;border:2px solid var(--border);color:var(--text)!important}
.rating-btns a.good{border-color:#16a34a}.rating-btns a.okay{border-color:#d97706}.rating-btns a.bad{border-color:#dc2626}
.rating-btns a:hover{background:#f3f4f6}
.step{display:inline-block;width:22px;height:22px;border-radius:50%;background:var(--accent);color:#fff;text-align:center;line-height:22px;font-size:12px;font-weight:700;margin-right:6px}
.map-grid{display:grid;grid-template-columns:1fr 1fr 1fr;gap:8px 12px;align-items:center}
.map-grid .hdr{font-size:12px;color:var(--muted);text-transform:uppercase}
.progress{height:10px;background:#e5e7eb;border-radius:999px;overflow:hidden}.progress div{height:100%;background:var(--accent)}
.sticky-note{background:#fffbeb;border:1px solid #fde68a;border-radius:6px;padding:10px 12px;font-size:13px}
/* --- v2.1 notifications -------------------------------------------------- */
.notif-group{padding:0;overflow:hidden}
.notif-row{display:grid;grid-template-columns:1fr 80px 80px 300px;gap:12px;align-items:center;padding:10px 16px;border-bottom:1px solid var(--border)}
.notif-row:last-child{border-bottom:0}
.notif-head{background:#fafbfc;align-items:end}
.notif-col{text-align:center;font-size:12px;color:var(--muted)}
.notif-tpl{display:flex;gap:6px;align-items:center;justify-content:flex-end}
.notif-tpl select{max-width:200px}
@media(max-width:900px){.notif-row{grid-template-columns:1fr 56px 56px}.notif-tpl{grid-column:1/-1;justify-content:flex-start}}
.switch{position:relative;display:inline-block;width:36px;height:20px;vertical-align:middle}
.switch input{opacity:0;width:0;height:0}
.switch span,.switch.on{position:absolute;inset:0;border-radius:20px;background:#cfd4da;cursor:pointer;transition:.15s}
.switch span:before{content:"";position:absolute;width:14px;height:14px;left:3px;top:3px;border-radius:50%;background:#fff;transition:.15s}
.switch input:checked+span{background:var(--ok)}
.switch input:checked+span:before{transform:translateX(16px)}
.switch.on{position:relative;display:inline-block;background:var(--ok);opacity:.55;cursor:not-allowed}
.switch.on:before{content:"";position:absolute;width:14px;height:14px;left:19px;top:3px;border-radius:50%;background:#fff}
.sticky-save{position:sticky;bottom:0;background:var(--bg);padding:10px 0;border-top:1px solid var(--border)}
.tpl-layout{display:grid;grid-template-columns:minmax(0,1fr) minmax(0,1fr);gap:16px;align-items:start}
@media(max-width:1100px){.tpl-layout{grid-template-columns:1fr}}
.tpl-msg-head{display:flex;justify-content:space-between;align-items:center;gap:8px;margin-bottom:6px;flex-wrap:wrap}
.ph-select{max-width:320px}
.tpl-editor{min-height:380px}
.tpl-source{width:100%;min-height:380px;font:12px/1.5 ui-monospace,Consolas,monospace;border:1px solid #cfd4da;border-radius:6px;padding:10px}
.tpl-preview{position:sticky;top:12px}
.tpl-preview iframe{width:100%;height:640px;border:1px solid var(--border);border-radius:6px;background:#fff;margin-top:8px}
.tpl-preview pre{white-space:pre-wrap;background:#fafbfc;border:1px solid var(--border);border-radius:6px;padding:12px;height:640px;overflow:auto;margin-top:8px}
.editor-toolbar select{font-size:12px;padding:2px 4px;height:26px}
.editor-toolbar .btn.active{background:var(--accent-soft);color:var(--accent)}
.colour-btn{display:inline-flex;align-items:center;gap:2px;border:1px solid var(--border);border-radius:6px;padding:0 6px;font-weight:700;font-size:12px;cursor:pointer;background:#fff;height:26px}
.colour-btn input{width:18px;height:18px;border:0;padding:0;background:none;cursor:pointer}
.colour-btn.hl{color:#e0a100}
.flash.warn{background:#fef3c7;color:#92400e;border-color:#fde68a;margin:6px 0 0;max-width:none;padding:6px 10px}
.check-grid{display:grid;grid-template-columns:repeat(auto-fill,minmax(200px,1fr));gap:4px 12px}
/* bell */
.bell-wrap{position:relative}
.bell{position:relative;font-size:16px;text-decoration:none!important}
.bell-count{position:absolute;top:-6px;right:-10px;background:#ef4444;color:#fff;border-radius:10px;font-size:10px;font-weight:700;padding:1px 5px;line-height:1.4}
.notif-panel{position:absolute;right:-60px;top:34px;width:380px;max-height:480px;overflow:auto;background:#fff;color:var(--text);border:1px solid var(--border);border-radius:8px;box-shadow:0 10px 30px rgba(0,0,0,.18);z-index:50}
.notif-panel-head{display:flex;justify-content:space-between;align-items:center;padding:10px 12px;border-bottom:1px solid var(--border)}
.notif-item{display:flex;justify-content:space-between;gap:10px;padding:9px 12px;border-bottom:1px solid var(--border);color:var(--text)!important}
.notif-item:hover{background:#fafbfc;text-decoration:none}
.notif-item.unread{background:#f0f6ff}
.notif-item.unread b:before{content:"● ";color:var(--accent);font-size:10px}
.notif-all{display:block;text-align:center;padding:8px}
.notif-list{padding:0}
.clamp{display:-webkit-box;-webkit-line-clamp:2;-webkit-box-orient:vertical;overflow:hidden}
.linkish{background:none;border:0;color:var(--accent);cursor:pointer;padding:0}
.mention{background:#fff1d6;color:#8a5300;border-radius:4px;padding:0 3px;font-weight:600}
.mention-bar{margin:-4px 0 8px}
.mention-bar select{font-size:12px;padding:2px 4px}
.note-actions{margin-top:6px}
.note-actions textarea{width:100%;min-height:80px;margin:6px 0}
.note-actions form{display:inline-block;margin-right:6px}
.note-actions form:first-of-type{display:block}
.notif-panel{text-align:left;font-size:13px;line-height:1.4}
.notif-panel a.notif-all,.notif-panel .linkish{color:var(--accent)!important}
.notif-panel .notif-item b{font-weight:600}
.editor-toolbar select,.mention-bar select,.notif-tpl select{width:auto}
input[type=color]{width:56px;min-width:56px;height:32px;padding:2px;cursor:pointer}
/* --- v3 criteria builder --- */
.crit-row{margin-bottom:6px;align-items:flex-start;flex-wrap:wrap}
.crit-row select,.crit-row input{width:auto}
.crit-multi{min-width:180px}
/* --- v3 lists --- */
.sidenav-group{font-size:11px;text-transform:uppercase;letter-spacing:.04em;color:var(--muted);padding:10px 10px 4px;display:flex;justify-content:space-between}
.list-table th a.sort{color:inherit;text-decoration:none}.list-table th a.sort.on{color:var(--accent)}
.filter-row td{padding:4px 6px;background:#fafbfc}
.filter-row input,.filter-row select{font-size:12px;padding:3px 6px;width:100%;min-width:70px}
.check-col{width:28px;text-align:center}
.bulk-bar{display:flex;gap:10px;align-items:center;padding:8px 12px;margin-bottom:10px;background:var(--accent-soft);border-color:var(--accent)}
.colpick{position:relative;display:inline-block}.colpick summary{list-style:none;cursor:pointer}.colpick summary::-webkit-details-marker{display:none}
.colpick-menu{position:absolute;right:0;top:34px;z-index:40;background:#fff;border:1px solid var(--border);border-radius:8px;box-shadow:0 8px 24px rgba(0,0,0,.14);padding:10px;width:260px;max-height:420px;overflow:auto;display:grid;gap:3px}
.tag{display:inline-block;background:#eef0f3;border-radius:4px;padding:0 6px;font-size:12px;margin:1px 0}
.badge.danger{background:#fee2e2;color:#991b1b}
.row-overdue td:first-child{box-shadow:inset 3px 0 var(--danger)}
td.overdue{color:var(--danger);font-weight:600}
.pager{display:flex;gap:10px;align-items:center;margin-top:10px}
.menu{position:relative;display:inline-block}.menu summary{list-style:none;cursor:pointer}.menu summary::-webkit-details-marker{display:none}
.menu-items{position:absolute;right:0;top:36px;z-index:40;background:#fff;border:1px solid var(--border);border-radius:8px;box-shadow:0 8px 24px rgba(0,0,0,.14);padding:8px;min-width:300px;display:grid;gap:6px;text-align:left}
.menu-items form{display:flex;gap:6px;align-items:center}.menu-items .btn{white-space:nowrap}
.tagline{margin-top:2px}
.sla-panel dd .overdue{color:var(--danger);font-weight:600}
/* --- v3 reports --- */
.kpi-row a.kpi{text-decoration:none;color:inherit}.kpi.kpi-bad .v{color:var(--danger)}
.bars2{display:flex;align-items:flex-end;gap:4px;height:140px}.bars2 .pair{flex:1;display:flex;align-items:flex-end;gap:1px;height:100%}
.bars2 .bar{flex:1;border-radius:3px 3px 0 0;min-height:1px}.bars2 .bar.a{background:var(--accent)}.bars2 .bar.b{background:var(--ok)}
.legend{display:inline-block;width:10px;height:10px;border-radius:2px;vertical-align:middle}.legend.a{background:var(--accent)}.legend.b{background:var(--ok)}
.ok{color:var(--ok);font-weight:600}.warn{color:var(--warn);font-weight:600}.bad{color:var(--danger);font-weight:600}
.avail .dot{display:inline-block;width:10px;height:10px;border-radius:50%;background:#9aa0a6;vertical-align:middle}
.avail .dot.on{background:#22c55e;box-shadow:0 0 0 3px rgba(34,197,94,.25)}.avail .dot.off{background:#f59e0b}
.avail button{padding:4px}
/* --- v3.1 ticket page (Zoho layout: properties left, tabs right) ------------------- */
.ticket-head{display:flex;justify-content:space-between;gap:16px;align-items:flex-start;margin-bottom:14px;flex-wrap:wrap}
.ticket-title{min-width:0;flex:1}.ticket-title h1{margin:4px 0 2px;font-size:22px;overflow-wrap:anywhere}
.ticket-meta form{display:inline}.ticket-meta .linkish{font-variant-numeric:tabular-nums}
.ticket-actions{display:flex;gap:6px;align-items:center;flex-wrap:wrap}
.btn-outline{border-color:var(--accent);color:var(--accent)}
.layout-ticket{display:grid;grid-template-columns:320px minmax(0,1fr);gap:16px;align-items:start}
.layout-ticket>*{min-width:0}
@media(max-width:1000px){.layout-ticket{grid-template-columns:1fr}}
.ticket-props .card{padding:12px 14px;margin-bottom:12px}.ticket-props .field{margin-bottom:8px}.ticket-props label{font-size:12px;color:var(--muted);font-weight:600}
.ticket-props h3{display:flex;justify-content:space-between;align-items:center}
.contact-card .badge.small{font-size:10px;padding:0 6px;vertical-align:middle}
.pick{font-size:11px;padding:0 7px;border-radius:999px;border:1px solid var(--border);background:#f3f4f6;cursor:pointer;margin-left:6px;vertical-align:middle}
.pick:hover{background:var(--accent-soft);color:var(--accent)}
.overdue{color:var(--danger);font-weight:600}
.menu-list{display:grid;gap:2px;min-width:220px}
.menu-list a,.menu-list .linkish{display:block;width:100%;text-align:left;padding:7px 10px;border-radius:6px;color:var(--text);font:inherit}
.menu-list a:hover,.menu-list .linkish:hover{background:#f3f4f6;text-decoration:none}
.menu-list form{display:block}.menu-list .menu-form{display:flex;gap:6px;padding:6px 10px}
.tabbar{display:flex;gap:2px;border-bottom:2px solid var(--border);margin-bottom:14px;overflow-x:auto}
.tabbar a{padding:9px 14px;color:var(--muted);font-weight:600;font-size:12px;text-transform:uppercase;letter-spacing:.04em;white-space:nowrap;border-bottom:2px solid transparent;margin-bottom:-2px;text-decoration:none}
.tabbar a:hover{color:var(--text)}.tabbar a.on{color:var(--text);border-bottom-color:var(--accent)}
.tabbar .count{display:inline-block;background:#e5e7eb;color:#374151;border-radius:999px;padding:0 6px;font-size:11px;margin-left:2px}
.tabbar .count.warn{background:#fef3c7;color:#92400e}
.empty{text-align:center;padding:30px 10px}.empty .big{font-size:40px}.empty h2{margin:8px 0 4px}
.compose-kinds{align-items:center}
.recipients .field.inline{display:flex;align-items:center;gap:10px;margin-bottom:6px}.recipients .field.inline label{width:34px;margin:0;color:var(--muted);font-size:12px}
.composer .rte{margin-bottom:6px}
/* rich-text editor */
.rte-bar{align-items:center;gap:2px;border:1px solid #cfd4da;border-bottom:0;border-radius:6px 6px 0 0;background:#fafbfc;padding:4px 6px;margin:0}
.rte-bar button{border:1px solid transparent;background:none;border-radius:4px;padding:3px 7px;font-size:13px;cursor:pointer;min-width:28px;line-height:1.3}
.rte-bar button:hover{background:#eef0f3;border-color:var(--border)}.rte-bar button.active{background:var(--accent-soft);color:var(--accent)}
.rte-bar .sep{width:1px;height:18px;background:var(--border);margin:0 3px}
.rte-bar select{height:26px;padding:0 4px;font-size:12px}
.rte .editor{border-radius:0 0 6px 6px;min-height:160px;font-size:14px}
.rte .editor:empty:before{content:attr(data-placeholder);color:#9aa0a6}
.rte .tpl-source:not([hidden]){border-radius:0 0 6px 6px;display:block}
.rte-bar input[type=color],.colour-btn input[type=color]{width:18px;min-width:18px;height:18px;padding:0;border:0}
.rte.is-note .editor{background:#fffdf5}
.rte .editor blockquote{margin:6px 0 6px 6px;padding-left:10px;border-left:2px solid #d0d5dc;color:#374151}
.rte .editor table,.msg .content table{border-collapse:collapse}.rte .editor td,.rte .editor th{border:1px solid #d0d5dc;padding:4px 6px}
/* messages with HTML */
.msg .content.html{white-space:normal}
.msg .content.html p{margin:0 0 .6em}.msg .content.html p:last-child{margin-bottom:0}
.msg .content.html img{max-width:100%;height:auto}
.msg .content.html blockquote{margin:6px 0 6px 6px;padding-left:10px;border-left:2px solid #d0d5dc;color:#4b5563}
.msg .content.html ul,.msg .content.html ol{margin:4px 0;padding-left:24px}
.msg .content.html table{max-width:100%}.msg .content.html td,.msg .content.html th{padding:2px 6px;vertical-align:top}
.msg .content.html pre{background:#f3f4f6;padding:8px;border-radius:6px;overflow:auto}
.msg .content.html .quote-head{color:var(--muted);font-size:12px;margin:12px 0 4px}
.msg.forward{background:#f0f6ff;margin:0 -16px;padding:14px 16px;border-left:3px solid var(--accent)}
.msg.original .avatar{box-shadow:0 0 0 2px var(--accent-soft)}
.msg-actions{margin-top:6px;display:flex;gap:14px;align-items:center;flex-wrap:wrap}
.note-actions.inline{display:inline-block}.note-actions.inline summary{display:inline}
.msg .content{overflow-wrap:anywhere}
.resolution-current{padding-bottom:12px;border-bottom:1px solid var(--border);margin-bottom:12px}
.totals{display:flex;gap:18px;align-items:center;flex-wrap:wrap}
.approval{padding:10px 0;border-bottom:1px solid var(--border)}.approval:last-of-type{border-bottom:0}
.approval.pending{background:#fffbeb;margin:0 -16px;padding:10px 16px}
.history .hist-row{display:grid;grid-template-columns:130px 14px 1fr;gap:8px;padding:6px 0;align-items:start}
.history .dot{width:8px;height:8px;border-radius:50%;background:#cfd4da;margin-top:7px}
.history .hist-row[data-kind=status] .dot{background:var(--accent)}.history .hist-row[data-kind=email] .dot{background:var(--ok)}
.act-form{background:#fafbfc;border:1px solid var(--border);border-radius:6px;padding:12px;margin-bottom:12px}
tr.unread td a.ticket-subject,tr.unread td:first-child a{font-weight:700}
tr.unread td.subject-cell:before{content:"●";color:var(--accent);font-size:9px;margin-right:4px;vertical-align:middle}
.quote-toggle{display:inline-block;background:#e5e7eb;border:0;border-radius:10px;padding:0 10px;font-weight:700;color:#4b5563;cursor:pointer;margin:6px 0 2px;line-height:16px}
.quote-toggle:hover{background:#d1d5db}
/* ===== v3.1 ticket page — Zoho Desk layout ===================================== */
body.ticketpage{background:#f3f4f6;overflow:hidden}
body.ticketpage main{max-width:none;padding:0;margin:0;height:calc(100vh - 48px);display:flex;flex-direction:column}
body.ticketpage main>.flash{margin:8px 12px 0;flex:none}
.tk{display:flex;flex:1;min-height:0;font-size:14px}
.tk-rail{width:40px;flex:none;background:#fff;border-right:1px solid var(--border);display:flex;flex-direction:column;align-items:center;padding-top:10px;gap:6px}
.tk-rail button{width:30px;height:30px;border:0;background:none;border-radius:6px;cursor:pointer;color:#5f6b7a;font-size:15px}
.tk-rail button:hover{background:#eef0f3}.tk-rail button.on{background:var(--accent-soft);color:var(--accent)}
.tk-props{width:330px;flex:none;background:#fff;border-right:1px solid var(--border);display:flex;flex-direction:column;min-height:0;transition:width .15s}
.tk-props.hide{width:0;overflow:hidden;border:0}
.tk-props-head{display:flex;justify-content:space-between;align-items:center;padding:12px 16px;font-size:16px;font-weight:600;border-bottom:1px solid var(--border);flex:none}
.tk-props-scroll{overflow-y:auto;flex:1;padding:8px 10px 20px;background:#f7f8fa}
.icon-btn{display:inline-flex;align-items:center;justify-content:center;width:30px;height:30px;border-radius:6px;border:0;background:none;color:#4b5563;cursor:pointer;font-size:15px;text-decoration:none!important}
.icon-btn:hover{background:#eef0f3;color:var(--text)}.icon-btn.framed{border:1px solid var(--border);background:#fff;width:34px;height:34px}
.icon-btn.collapse{color:#9aa0a6}
.psec{background:#fff;border:1px solid var(--border);border-radius:8px;margin-bottom:10px}
.psec>summary{list-style:none;cursor:pointer;padding:12px 16px;font-size:15px;font-weight:600;display:flex;justify-content:space-between;align-items:center}
.psec>summary::-webkit-details-marker{display:none}
.psec>summary:after{content:"⌃";color:#9aa0a6;font-size:13px;transform:translateY(3px)}
.psec:not([open])>summary:after{content:"⌄";transform:translateY(-3px)}
.psec-body{padding:0 16px 12px}
.psec .prop{margin:0 0 12px}.psec .prop:last-child{margin-bottom:2px}
.psec label,.psec .field>label{display:block;font-size:13px;color:#6b7280;font-weight:400;margin:0 0 3px}
.psec .field{margin:0 0 12px}
.prop-val{font-size:14px;color:var(--text);line-height:1.4;overflow-wrap:anywhere}
.prop-val.owner{display:flex;align-items:center;gap:8px}
.owner-ic{display:inline-flex;align-items:center;justify-content:center;width:28px;height:28px;border-radius:50%;border:1px solid var(--border);background:#fff;font-size:13px;flex:none}
.tk-props input.ctl,.tk-props select.ctl,.psec .field input,.psec .field select,.psec .field textarea{width:100%;border:1px solid transparent;background:transparent;padding:4px 6px;margin:0 -6px;border-radius:5px;font:inherit;color:var(--text);cursor:pointer;min-height:30px}
.tk-props input.ctl:hover,.tk-props select.ctl:hover,.psec .field input:hover,.psec .field select:hover{border-color:#cfd4da;background:#fff}
.tk-props input.ctl:focus,.tk-props select.ctl:focus,.psec .field input:focus,.psec .field select:focus{border-color:var(--accent);background:#fff;outline:2px solid var(--accent-soft);cursor:text}
.tk-props select.ctl{appearance:none;-webkit-appearance:none;background-image:url("data:image/svg+xml;utf8,");background-repeat:no-repeat;background-position:right 8px center;padding-right:22px}
/* status pill in the properties column: the visible pill (tint + dot + label) is sized to the
current value; the