:root{--brand-primary: #4f46e5;--brand-primary-hover: #4338ca;--brand-primary-soft: #eef2ff;--brand-primary-ring: rgba(79, 70, 229, .18);--accent-customer: #4f46e5;--accent-support: #0891b2;--accent-admin: #6366f1;--color-bg: #f4f6fb;--color-bg-elevated: #ffffff;--color-surface-muted: #f8fafc;--color-border: #e2e8f0;--color-border-strong: #cbd5e1;--color-text: #0f172a;--color-text-secondary: #475569;--color-text-muted: #64748b;--color-sidebar: #0f172a;--color-sidebar-hover: #1e293b;--color-sidebar-text: #cbd5e1;--color-sidebar-active: #ffffff;--color-success: #059669;--color-success-soft: #ecfdf5;--color-warning: #d97706;--color-warning-soft: #fffbeb;--color-danger: #dc2626;--color-danger-soft: #fef2f2;--color-info: #2563eb;--color-info-soft: #eff6ff;--font-sans: "Inter", system-ui, -apple-system, "Segoe UI", sans-serif;--text-xs: .75rem;--text-sm: .875rem;--text-base: 1rem;--text-lg: 1.125rem;--text-xl: 1.25rem;--text-2xl: 1.5rem;--text-3xl: 1.875rem;--radius-sm: 8px;--radius-md: 12px;--radius-lg: 16px;--radius-full: 999px;--shadow-xs: 0 1px 2px rgba(15, 23, 42, .05);--shadow-sm: 0 1px 3px rgba(15, 23, 42, .08), 0 1px 2px rgba(15, 23, 42, .04);--shadow-md: 0 8px 24px rgba(15, 23, 42, .08);--shadow-lg: 0 16px 40px rgba(15, 23, 42, .12);--sidebar-width: 260px;--topbar-height: 64px;--content-max: 1280px}*,*:before,*:after{box-sizing:border-box}html{-webkit-font-smoothing:antialiased;-moz-osx-font-smoothing:grayscale}body{margin:0;font-family:var(--font-sans);font-size:15px;line-height:1.55;color:var(--color-text);background:var(--color-bg)}a{color:var(--brand-primary);text-decoration:none;transition:color .15s ease}a:hover{color:var(--brand-primary-hover)}h1,h2,h3,h4{margin:0;font-weight:600;letter-spacing:-.02em;line-height:1.25}h1{font-size:var(--text-2xl)}h2{font-size:var(--text-xl)}h3{font-size:var(--text-lg)}input,textarea,select,button{font:inherit}.app-shell{min-height:100vh;display:grid;grid-template-columns:var(--sidebar-width) 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.55rem;border-radius:var(--radius-full);background:#f1f5f9}.priority:before{content:"";width:5px;height:5px;border-radius:50%;background:currentColor}.priority-LOW{color:#64748b;background:#f8fafc}.priority-MEDIUM{color:#2563eb;background:#eff6ff}.priority-HIGH{color:#ea580c;background:#fff7ed}.priority-URGENT{color:#dc2626;background:#fef2f2}.sla-breached,.sla-badge{font-weight:700;font-size:var(--text-sm);text-transform:uppercase;letter-spacing:.03em;padding:.2rem .5rem;border-radius:var(--radius-full)}.sla-breached,.sla-badge.sla-breached{color:var(--color-danger);background:var(--color-danger-soft)}.sla-badge.sla-ok{color:#047857;background:#ecfdf5}.sla-badge.sla-approaching{color:#b45309;background:#fffbeb}.sla-badge.sla-paused{color:#1d4ed8;background:#eff6ff}.sla-badge.sla-met,.sla-badge.sla-none{color:#475569;background:#f1f5f9}.sla-panel{margin-top:1.25rem}.message-list{display:grid;gap:.75rem}.message{padding:1rem 1.1rem;border-radius:var(--radius-md);border:1px solid 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