docs: update CLAUDE.md, redesign AGENTS.md, add design-system.md

- CLAUDE.md: updated API endpoints, dev workflow, current stack
- web/AGENTS.md: replaced auto-generated text with Tessera design rules
- docs/design-system.md: new — component patterns, typography scale,
  color tokens, anti-patterns to avoid

Ensures design consistency across all future work.

Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>

.gitignore

@@ -33,3 +33,6 @@ bun.lock
 
 # Finder (MacOS) folder config
 .DS_Store
+
+# Codegraph index (MCP tool)
+.codegraph

CLAUDE.md

@@ -1,106 +1,110 @@
+# Tessera
 
-Default to using Bun instead of Node.js.
+Open-source ticketing system — Request Tracker's paradigm rebuilt in modern TypeScript.
 
-- Use `bun <file>` instead of `node <file>` or `ts-node <file>`
-- Use `bun test` instead of `jest` or `vitest`
-- Use `bun build <file.html|file.ts|file.css>` instead of `webpack` or `esbuild`
-- Use `bun install` instead of `npm install` or `yarn install` or `pnpm install`
-- Use `bun run <script>` instead of `npm run <script>` or `yarn run <script>` or `pnpm run <script>`
-- Use `bunx <package> <command>` instead of `npx <package> <command>`
-- Bun automatically loads .env, so don't use dotenv.
+## Architecture
 
-## APIs
-
-- `Bun.serve()` supports WebSockets, HTTPS, and routes. Don't use `express`.
-- `bun:sqlite` for SQLite. Don't use `better-sqlite3`.
-- `Bun.redis` for Redis. Don't use `ioredis`.
-- `Bun.sql` for Postgres. Don't use `pg` or `postgres.js`.
-- `WebSocket` is built-in. Don't use `ws`.
-- Prefer `Bun.file` over `node:fs`'s readFile/writeFile
-- Bun.$`ls` instead of execa.
-
-## Testing
-
-Use `bun test` to run tests.
-
-```ts#index.test.ts
-import { test, expect } from "bun:test";
-
-test("hello world", () => {
-  expect(1).toBe(1);
-});
+```
+tessera/
+├── src/                    # Backend: Bun + Hono + Drizzle ORM
+│   ├── index.ts            # Hono server entry (port 9876)
+│   ├── config.ts           # Zod-validated env config
+│   ├── db/                 # Drizzle ORM schema + migrations
+│   ├── routes/             # REST API endpoints
+│   ├── models/             # TypeScript types + Zod schemas
+│   ├── scrip/              # Scrip engine (prepare/commit two-phase)
+│   └── lifecycle/          # State machine validator
+├── web/                    # Frontend: Next.js 16 + shadcn/ui
+│   ├── src/app/            # App Router pages
+│   ├── src/components/     # Reusable components + widgets
+│   └── src/lib/            # API client + types + utils
+├── drizzle/                # SQL migration files
+└── docs/                   # Architecture + design specs
 ```
 
-## Frontend
+## Stack
 
-Use HTML imports with `Bun.serve()`. Don't use `vite`. HTML imports fully support React, CSS, Tailwind.
+**Backend:** Bun runtime, Hono web framework, Drizzle ORM, PostgreSQL 17, Zod validation, Handlebars templates, nodemailer
 
-Server:
+**Frontend:** Next.js 16 App Router (Turbopack), shadcn/ui (Tailwind CSS), next-themes, date-fns, lucide-react icons
 
-```ts#index.ts
-import index from "./index.html"
+**Fonts:** Inter (variable), JetBrains Mono
 
-Bun.serve({
-  routes: {
-    "/": index,
-    "/api/users/:id": {
-      GET: (req) => {
-        return new Response(JSON.stringify({ id: req.params.id }));
-      },
-    },
-  },
-  // optional websocket support
-  websocket: {
-    open: (ws) => {
-      ws.send("Hello, world!");
-    },
-    message: (ws, message) => {
-      ws.send(message);
-    },
-    close: (ws) => {
-      // handle close
-    }
-  },
-  development: {
-    hmr: true,
-    console: true,
-  }
-})
+## Running Locally
+
+### Prerequisites
+- Bun (`nix-shell -p bun` or install globally)
+- Node.js 22+ (`nix-shell -p nodejs_22`)
+- Docker (for PostgreSQL)
+- PostgreSQL container: `docker run -d --name tessera-db -e POSTGRES_USER=tessera -e POSTGRES_PASSWORD=*** -e POSTGRES_DB=tessera -p 127.0.0.1:5433:5432 postgres:17-alpine`
+
+### Start backend
+```bash
+cd ~/projects/tessera
+cp .env.example .env
+npm run dev:backend   # Starts API on port 9876
 ```
 
-HTML files can import .tsx, .jsx or .js files directly and Bun's bundler will transpile & bundle automatically. `<link>` tags can point to stylesheets and Bun's CSS bundler will bundle.
-
-```html#index.html
-<html>
-  <body>
-    <h1>Hello, world!</h1>
-    <script type="module" src="./frontend.tsx"></script>
-  </body>
-</html>
+### Run migrations
+```bash
+npm run db:migrate
+npm run db:seed         # Demo data
+npm run db:seed:reset   # Reset + re-seed
 ```
 
-With the following `frontend.tsx`:
-
-```tsx#frontend.tsx
-import React from "react";
-import { createRoot } from "react-dom/client";
-
-// import .css files directly and it works
-import './index.css';
-
-const root = createRoot(document.body);
-
-export default function Frontend() {
-  return <h1>Hello, world!</h1>;
-}
-
-root.render(<Frontend />);
+### Start frontend
+```bash
+cd web
+npm install             # Use npm, NOT bun
+bun run dev             # Dev server on 127.0.0.1:3100 (HMR)
 ```
 
-Then, run index.ts
+## API Endpoints
 
-```sh
-bun --hot ./index.ts
+All endpoints on port 9876. Frontend proxies `/api/*` via `next.config.ts`.
+
+| Method | Path | Description |
+|--------|------|-------------|
+| GET | /health | Health check |
+| GET | /tickets | List tickets (?queue_id=&status=&owner_id=&team_id=&q=&limit=&cf.*=) |
+| POST | /tickets | Create ticket |
+| GET | /tickets/:id | Get ticket with custom fields |
+| PATCH | /tickets/:id | Update ticket (validates lifecycle, runs scrips, returns scrip_results) |
+| POST | /tickets/:id/preview | Dry-run scrips for status change |
+| POST | /tickets/:id/comment | Add comment to ticket |
+| GET | /tickets/:id/transactions | List ticket transactions |
+| GET/POST/PATCH | /queues | CRUD queues |
+| GET/POST/PATCH/DELETE | /scrips | CRUD scrips |
+| GET/POST/PATCH | /custom-fields | CRUD custom fields |
+| GET/POST/PATCH | /lifecycles | CRUD lifecycles |
+| GET/POST/PATCH/DELETE | /users | CRUD users |
+| GET/POST/PATCH/DELETE | /templates | CRUD templates + POST /preview |
+| GET/POST/PATCH/DELETE | /views | CRUD saved views |
+| GET/POST/PATCH/DELETE | /teams | CRUD teams + POST/DELETE members |
+| GET/POST/PATCH/DELETE | /dashboards | CRUD dashboards + widgets + widget data |
+
+## Key Design Decisions
+
+- **Ticket IDs are sequential integers** (1, 2, 3...), formatted as `TKT-0001` for display. No UUIDs.
+- **Transaction-centric:** Every state change creates a transaction record. The scrip engine runs on transactions.
+- **Two-phase scrip engine:** Prepare (no side effects) then Commit (execute actions). Supports dry-run mode.
+- **Lifecycle state machines:** Per-queue configurable status transitions with wildcard support.
+- **SQL-level filtering:** Ticket filters (status, queue, owner, team, custom fields) pushed to PostgreSQL via Drizzle WHERE clauses.
+- **No ORM for frontend:** Drizzle is only on the backend. Frontend uses a typed fetch wrapper (`web/src/lib/api.ts`).
+- **Dev server over production:** Use `bun run dev` (port 3100) with HMR. Build+restart only when dev server has issues.
+- **Design consistency:** See `docs/design-system.md` for the design rules applied across the app.
+
+## Git Workflow
+
+Repo: `https://git.gjermund.xyz/gjermund/tessera`
+
+```bash
+git remote set-url origin https://gjermund:TOKEN@git.gjermund.xyz/gjermund/tessera.git
 ```
 
-For more information, read the Bun API docs in `node_modules/bun-types/docs/**.mdx`.
+## Common Issues
+
+- **Frontend shows skeleton/blank page:** Dev server may have HMR issues. Kill port 3100, rebuild with `npm run build`, restart with `npm run start`.
+- **Backend not running on 9876:** Restart with `bun run src/index.ts`. Check port with `ss -tlnp | grep 9876`.
+- **Database connection refused:** Docker container may be stopped. `docker start tessera-db`.
+- **Build errors after migration:** Run `bun run src/db/migrate.ts` to apply new migrations.

docs/design-system.md

@@ -0,0 +1,118 @@
+# Tessera Design System
+
+The app follows a clean, minimal aesthetic — no heavy borders, no unnecessary shadows, flat hierarchy.
+
+## Principles
+
+1. **Flat, not boxed.** Avoid bordered containers around every section. Use whitespace for separation.
+2. **Soft borders.** Never full-opacity borders. Always `/50` or `/30`.
+3. **No shadows.** Cards and sections don't need shadows. The sidebar has the only subtle shadow.
+4. **Consistent typography.** Three font sizes: labels (10px), content (12-13px), headings (14-24px).
+5. **Dimmed by default.** Icons, borders, and secondary text start dimmed. They brighten on hover/focus.
+
+## Component Patterns
+
+### Section Wrapper
+```tsx
+<section className="overflow-hidden rounded-lg border border-border/50">
+  ...
+</section>
+```
+
+### Section Header / Title Bar
+```tsx
+<div className="flex items-center justify-between border-b border-border/50 bg-muted/20 px-4 py-3">
+  <h2 className="text-sm font-semibold">Title</h2>
+  <Button size="sm">Action</Button>
+</div>
+```
+
+### List Item (clickable)
+```tsx
+<button className={cn(
+  "rounded-lg border p-3 text-left transition",
+  "border-border/50 hover:border-primary/30 hover:bg-accent/30",
+  isActive && "border-primary/50 bg-primary/5"
+)}>
+  <div className="text-sm font-semibold">Name</div>
+  <div className="text-xs text-muted-foreground">Description</div>
+</button>
+```
+
+### Property Row (key-value)
+```tsx
+<div className="flex items-baseline justify-between gap-2 text-sm">
+  <span className="text-muted-foreground">Label</span>
+  <span className="text-foreground">Value</span>
+</div>
+```
+
+### Sidebar Nav Item
+```tsx
+<Link href={href} className={cn(
+  "flex items-center px-2.5 py-1.5 rounded-md text-[13px] transition-colors",
+  active
+    ? "bg-sidebar-accent text-sidebar-foreground font-medium"
+    : "text-sidebar-foreground/55 hover:text-sidebar-foreground hover:bg-sidebar-accent/50"
+)}>
+  <Icon className={cn("w-4 h-4", active ? "opacity-90" : "opacity-50 group-hover:opacity-70")} />
+  <span className="truncate">{label}</span>
+</Link>
+```
+
+### Section Label (small caps)
+```tsx
+<div className="text-[10px] font-medium uppercase tracking-wider text-muted-foreground/60">
+  LABEL
+</div>
+```
+
+### Form Input
+```tsx
+<input className="h-8 w-full rounded-md border border-input bg-transparent px-2.5 text-sm outline-none focus:border-ring" />
+```
+
+### Form Select
+```tsx
+<select className="h-8 w-full rounded-md border border-input bg-transparent px-2.5 text-sm outline-none focus:border-ring">
+  <option>...</option>
+</select>
+```
+
+## Typography Scale
+
+| Size | Weight | Use |
+|------|--------|-----|
+| `text-[10px]` | `font-medium` | Section labels, form labels |
+| `text-[11px]` | `font-medium` | Meta, timestamps, badges |
+| `text-[13px]` | `font-normal` | Nav items, list items |
+| `text-sm` | `font-normal` | Body, property values |
+| `text-sm` | `font-semibold` | Card titles, list item names |
+| `text-base` | `font-semibold` | Section headings |
+| `text-lg` | `font-semibold` | Form titles |
+| `text-xl` | `font-semibold` | Page headings |
+
+## Color Tokens
+
+| Token | Use |
+|-------|-----|
+| `border-border/50` | Section borders, card borders |
+| `border-border/30` | Subtle dividers, list separators |
+| `border-border/50` | Sidebar border |
+| `bg-muted/20` | Section header background |
+| `bg-muted/40` | Tab bar background |
+| `bg-sidebar-accent` | Active nav item |
+| `text-sidebar-foreground/55` | Inactive nav item |
+| `text-muted-foreground/60` | Section labels |
+| `text-foreground/90` | Slightly muted body text |
+
+## What to Avoid
+
+- ❌ `rounded-md` — use `rounded-lg` for cards, `rounded-md` for small elements
+- ❌ `shadow-sm` or `shadow-md` on any card or section
+- ❌ `bg-card/82` — use solid `bg-card` or `bg-transparent`
+- ❌ `border-border` (full opacity) — always `/50` or `/30`
+- ❌ `backdrop-blur` on headers
+- ❌ `<dl>`/`<dt>`/`<dd>` grids for property lists — use flex rows
+- ❌ `text-[11px] font-semibold uppercase` — use the section label pattern
+- ❌ Heavy icon usage in section headers — keep icons small (`h-3 w-3`)

docs/rt-architecture-analysis.md

@@ -0,0 +1,207 @@
+# Request Tracker Architecture: Deep-Dive Technical Analysis
+
+## Source: RT 5.0.5 codebase analysis + official docs (docs.bestpractical.com)
+## Purpose: Reference for reimplementing RT's paradigm in Rust
+
+---
+
+## 1. SCRIPS — Event-Driven Automation Engine
+
+### Conceptual Model
+
+A Scrip is a rule: "When X happens, if condition Y is met, execute action Z using template W."
+
+Four primitives compose a scrip:
+- **Condition** (RT::ScripCondition): Has `ApplicableTransTypes` — comma-separated string of transaction types it matches (e.g., "Create,Correspond") or "Any". Modules like OnCreate, OnStatusChange, UserDefined.
+- **Action** (RT::ScripAction): Maps via `ExecModule` to a Perl module under `RT::Action::*` (SendEmail, AutoReply, CreateTickets, etc.). Has Argument field for parameterization.
+- **Template** (RT::Template): Global or queue-specific. Types: "Perl" (Text::Template) or "Simple" (variable substitution).
+- **Stage**: `TransactionCreate` (fires per-transaction) or `TransactionBatch` (fires once after batched updates).
+
+### Data Model
+
+```
+Scrips: id, Queue(0=global), Template(name), ScripCondition(id), ScripAction(id),
+        Description, Disabled, CustomPrepareCode, CustomCommitCode, CustomIsApplicableCode
+ObjectScrips: id, Scrip(FK), Stage, ObjectId(0=global or Queue id), SortOrder
+```
+
+Key insight: The same Scrip record can be applied to multiple queues via ObjectScrips, each with different Stage and SortOrder.
+
+### Dispatch Model — Prepare/Commit Two-Phase
+
+**Prepare phase** (`RT::Scrips::Prepare`):
+1. Load Ticket + Transaction as SystemUser (bypass ACL)
+2. Find matching Scrips: global + queue-specific, filtered by Stage, matched by Condition.ApplicableTransTypes using SQL LIKE
+3. Sort by SortOrder
+4. For each: `IsApplicable` (no-side-effects check), then `Prepare` (builds message, determines recipients — no send), push to prepared_scrips
+
+**Commit phase** (`RT::Scrips::Commit`): Iterate prepared_scrips in order, call `Commit` (actual side effects)
+
+**Dry-run mode**: On Ticket Update page load, ALL scrips run in dry-run (Prepare only, no Commit) to populate the "Scrips and Recipients" preview.
+
+**Batch mode**: With `$UseTransactionBatch`, multiple updates accumulate in `_TransactionBatch`. `RanTransactionBatch` flag prevents infinite loops. TransactionBatch-stage scrips see ALL batched transactions.
+
+### Invariants & Edge Cases
+
+- Prepare failures silently skip the scrip; Commit failures are NOT retried
+- Template scoping: queue-specific template overrides global for the same name
+- Global + queue-specific scrips both apply; their union runs sorted together
+- SystemUser escalation is essential — automation must not be gated by the triggering user's ACL
+- `CustomIsApplicableCode`/`CustomPrepareCode`/`CustomCommitCode` allow code injection at three points, guarded by `ExecuteCode` right
+- The `Disabled` boolean on Scrips is separate from the deprecated `Disabled` stage
+
+---
+
+## 2. TRANSACTION QUERY BUILDER
+
+### Conceptual Model
+
+Five-layer pipeline: UI Tree → QueryBuilder::Tree (AST) → RT::SQL parser → RT::Tickets dispatch → DBIx::SearchBuilder SQL generation.
+
+### Transaction Model
+
+**Everything is a Transaction**: Status changes, owner changes, comments, correspondence, CF updates, link changes, time worked — all create Transaction records.
+
+Schema: `id, ObjectType, ObjectId, Type, Field, OldValue, NewValue, Data, Creator, Created`
+
+Each transaction can have MIME attachments.
+
+### Dispatch Table Architecture
+
+`RT::Tickets::%FIELD_METADATA` maps searchable fields to type handlers:
+
+```
+Status => [STRING], Queue => [QUEUE], Owner => [WATCHERFIELD => 'Owner'],
+Requestor => [WATCHERFIELD => 'Requestor'], LinkedTo => [LINK => 'To'],
+DependsOn => [LINK => To => 'DependsOn'], CF => [CUSTOMFIELD => 'Ticket'],
+TxnCF => [CUSTOMFIELD => 'Transaction'], Content => [TRANSCONTENT],
+Lifecycle => [LIFECYCLE], Created => [DATE => 'Created']
+```
+
+Each type dispatches to a handler (STRING → `_StringLimit`, WATCHERFIELD → `_WatcherLimit`, CUSTOMFIELD → `_CustomFieldLimit`, etc.) that generates appropriate SQL JOINs.
+
+### TicketSQL Parser
+
+State-machine parser with states: KEYWORD, OP, VALUE, AGGREGATOR, OPEN_PAREN, CLOSE_PAREN.
+
+Supports:
+- Cross-field references (`Due < CF.{TargetDate}`)
+- IS/IS NOT NULL
+- LIKE/STARTSWITH/ENDSWITH
+- SHALLOW modifier
+
+### Key Optimizations
+
+- **OR→IN conversion**: `(Status='new' OR Status='open' OR Status='stalled')` → `Status IN ('new','open','stalled')`
+- **EntryAggregator intelligence**: String fields default to OR for =, AND for !=; dates default to OR for equality, AND for ranges
+- **Join deduplication**: `_sql_aliases` hash tracks which JOINs exist, preventing duplicates
+- **Post-filtering**: Deleted tickets and ACL checks applied after SQL, not in SQL
+
+### Edge Cases
+
+- CF name ambiguity (same name, global vs queue-scoped) falls back to name-based query
+- IPAddressRange queries decompose = into two range comparisons
+- DateTime day-equality decomposes = into >= midnight AND < next midnight
+- NULL handling on CFs adds extra EXISTS check on CFs.Name
+- `UseSQLForACLChecks` injects ACL JOINs at SQL level
+
+---
+
+## 3. CUSTOM FIELDS
+
+### Attachment Model
+
+Two join tables:
+
+**ObjectCustomFields**: Maps CF to container (Queue id, or 0 for global). Controls *which* CFs appear.
+**ObjectCustomFieldValues**: Stores actual values on records. `CustomField(FK), ObjectType, ObjectId, Content, LargeContent, Disabled`.
+
+LookupTypes encode the relationship: `RT::Queue-RT::Ticket` (ticket CFs), `RT::Queue-RT::Ticket-RT::Transaction` (txn CFs), `RT::User`, `RT::Queue`, `RT::Group`.
+
+### Typing System
+
+13 types: Select, Freeform, Text, HTML, Wikitext, Image, Binary, Combobox, Autocomplete, Date, DateTime, IPAddress, IPAddressRange.
+
+Each has: sort_order, selection_type flag, canonicalization flag, render types, labels.
+
+**Values system**: MaxValues (0=unlimited, 1=single, N=capped), UniqueValues, ValuesClass (external sources), CanonicalizeClass (normalization), Pattern (validation regex), BasedOn (cascading), LinkValueTo (object linking).
+
+### Permissions
+
+Five distinct rights: SeeCustomField, AdminCustomField, AdminCustomFieldValues, ModifyCustomField, SetInitialCustomField.
+
+The last creates a "set-once-at-creation" pattern. Rights are contextual (per-queue for tickets).
+
+### Queryability
+
+Notation: `CF.{Name}`, `TxnCF.{Name}`, `QueueCF.{Name}`, `QueueID.CF.{Name}.Content`, cross-field comparison.
+
+Compilation: `_CustomFieldDecipher` resolves name/id to CF object → `_CustomFieldJoin` performs LEFT JOINs → `_LimitCustomField` applies operator with type-aware value parsing.
+
+Sorting: `ORDER BY CF.{Name}` joins ObjectCustomFieldValues and, for selection types, CustomFieldValues to sort by SortOrder.
+
+### Edge Cases
+
+- Context-aware permissions (user sees CF on Queue A but not Queue B)
+- CF name collision detection and fallback
+- External values sources never stored locally
+- Content vs LargeContent transparent handling
+- SingleValue optimization (DISTINCT joins when MaxValues=1)
+
+---
+
+## 4. LIFECYCLES
+
+### Conceptual Model
+
+A Lifecycle defines: valid statuses (initial/active/inactive), allowed transitions (directed graph), transition-gating rights, UI actions, defaults, and cross-lifecycle move maps.
+
+Stored on Queue (not ticket); tickets inherit through queue.
+
+### State Machine Semantics
+
+**Date invariants**:
+- Moving FROM initial TO active/inactive → set Started
+- Moving FROM initial/active TO inactive → set Resolved
+- Moving BACK from inactive → clear Resolved (critical!)
+- Moving FROM initial directly TO inactive → sets BOTH Started AND Resolved
+
+**Transition validation** (`ValidateStatusChange`):
+1. Is new status valid in lifecycle?
+2. Is transition allowed? (`IsTransition`)
+3. Does user have the required right? (`CheckRight` with 4-level priority: exact→wildcard-from→wildcard-to→full-wildcard→fallback)
+
+**CheckRight priority**: `'new→open'` > `'*→open'` > `'new→*'` > `'*→*'` > fallback (DeleteTicket for deleted, ModifyTicket otherwise).
+
+Lifecycle rights REPLACE ModifyTicket, not supplement it.
+
+### Queue Changes
+
+Move maps are directional (`'default→orders'` vs `'orders→default'`). Maps MUST be complete — any missing status causes a hard error.
+
+On queue change, if owner lacks OwnTicket on new queue, ticket is auto-reassigned to Nobody (safety invariant).
+
+### Rights Model
+
+Custom named rights are auto-created: `'* → rejected' => 'RejectTicket'` creates a RejectTicket right.
+
+No explicit guards for behavioral hooks — handled entirely through Scrips (OnStatusChange, OnResolve conditions).
+
+### Edge Cases
+
+- Action deduplication: specific `'from→to'` overrides wildcard `'*→to'`
+- Lifecycle caching; no hot-reload without restart
+- Disabled lifecycles: existing queues keep working, can't be selected for new queues
+- Default statuses cover specific named contexts: on_create, approved, denied, reminder_on_open, reminder_on_resolve
+- Batched status changes: TransactionBatch scrips see all transactions atomically
+
+---
+
+## Cross-Cutting Architectural Patterns
+
+1. **Transaction-centric**: Everything produces a transaction → unified audit trail, unified query interface, single Scrip event stream
+2. **Container-scoped config**: CFs, Scrips, Templates all follow global→queue override pattern
+3. **Prepare/Commit**: Separates planning from execution (essential for dry-run, safety)
+4. **Dispatch tables**: Field types → handlers, ApplicableTransTypes → conditions — config-driven, not code-driven extensibility
+5. **SystemUser identity**: Automation runs elevated; reimplementation needs explicit service account concept
+6. **Aggressive caching**: Lifecycle configs, CF join aliases, ACL roles, group memberships — essential at scale

drizzle/migrations/0001_lovely_quentin_quire.sql

@@ -0,0 +1,29 @@
+-- Drop foreign key constraints referencing tickets.id
+ALTER TABLE "custom_field_values" DROP CONSTRAINT IF EXISTS "custom_field_values_ticket_id_tickets_id_fk";
+ALTER TABLE "transactions" DROP CONSTRAINT IF EXISTS "transactions_ticket_id_tickets_id_fk";
+
+-- Drop dependent indexes
+DROP INDEX IF EXISTS "custom_field_values_ticket_id_idx";
+DROP INDEX IF EXISTS "transactions_ticket_id_idx";
+
+-- Clear all data from affected tables (UUIDs cannot cast to integer)
+DELETE FROM "custom_field_values";
+DELETE FROM "transactions";
+DELETE FROM "tickets";
+
+-- Alter column types with USING clause for empty tables
+ALTER TABLE "custom_field_values" ALTER COLUMN "ticket_id" SET DATA TYPE integer USING (0);
+ALTER TABLE "transactions" ALTER COLUMN "ticket_id" SET DATA TYPE integer USING (0);
+
+-- Alter tickets.id to serial
+ALTER TABLE "tickets" ALTER COLUMN "id" DROP DEFAULT;
+ALTER TABLE "tickets" ALTER COLUMN "id" SET DATA TYPE integer USING (0);
+ALTER TABLE "tickets" ALTER COLUMN "id" ADD GENERATED ALWAYS AS IDENTITY (sequence name "tickets_id_seq" INCREMENT BY 1 MINVALUE 1 MAXVALUE 2147483647 START WITH 1 CACHE 1);
+
+-- Re-add foreign key constraints
+ALTER TABLE "custom_field_values" ADD CONSTRAINT "custom_field_values_ticket_id_tickets_id_fk" FOREIGN KEY ("ticket_id") REFERENCES "public"."tickets"("id") ON DELETE cascade ON UPDATE no action;
+ALTER TABLE "transactions" ADD CONSTRAINT "transactions_ticket_id_tickets_id_fk" FOREIGN KEY ("ticket_id") REFERENCES "public"."tickets"("id") ON DELETE cascade ON UPDATE no action;
+
+-- Re-create indexes
+CREATE INDEX "custom_field_values_ticket_id_idx" ON "custom_field_values" USING btree ("ticket_id");
+CREATE INDEX "transactions_ticket_id_idx" ON "transactions" USING btree ("ticket_id");

drizzle/migrations/0002_short_custom_field_keys.sql

@@ -0,0 +1,10 @@
+ALTER TABLE "custom_fields" ADD COLUMN "key" text;
+--> statement-breakpoint
+UPDATE "custom_fields"
+SET "key" = trim(both '_' from regexp_replace(lower("name"), '[^a-z0-9]+', '_', 'g'));
+--> statement-breakpoint
+UPDATE "custom_fields" SET "key" = 'field_' || substring("id"::text, 1, 8) WHERE "key" IS NULL OR "key" = '';
+--> statement-breakpoint
+ALTER TABLE "custom_fields" ALTER COLUMN "key" SET NOT NULL;
+--> statement-breakpoint
+ALTER TABLE "custom_fields" ADD CONSTRAINT "custom_fields_key_unique" UNIQUE("key");

drizzle/migrations/0003_dry_caretaker.sql

@@ -0,0 +1,12 @@
+CREATE TABLE "views" (
+	"id" uuid PRIMARY KEY DEFAULT gen_random_uuid() NOT NULL,
+	"name" text NOT NULL,
+	"filters" jsonb DEFAULT '[]' NOT NULL,
+	"sort_key" text DEFAULT 'updated',
+	"columns" jsonb DEFAULT '[]',
+	"is_public" boolean DEFAULT false,
+	"creator_id" uuid,
+	"created_at" timestamp with time zone DEFAULT now()
+);
+--> statement-breakpoint
+ALTER TABLE "views" ADD CONSTRAINT "views_creator_id_users_id_fk" FOREIGN KEY ("creator_id") REFERENCES "public"."users"("id") ON DELETE no action ON UPDATE no action;

drizzle/migrations/0004_sturdy_natasha_romanoff.sql

@@ -0,0 +1,22 @@
+CREATE TABLE "dashboard_widgets" (
+	"id" uuid PRIMARY KEY DEFAULT gen_random_uuid() NOT NULL,
+	"dashboard_id" uuid NOT NULL,
+	"view_id" uuid NOT NULL,
+	"title" text NOT NULL,
+	"widget_type" text NOT NULL,
+	"position" jsonb DEFAULT '{"x":0,"y":0,"w":4,"h":2}',
+	"config" jsonb DEFAULT '{}',
+	"created_at" timestamp with time zone DEFAULT now()
+);
+--> statement-breakpoint
+CREATE TABLE "dashboards" (
+	"id" uuid PRIMARY KEY DEFAULT gen_random_uuid() NOT NULL,
+	"name" text NOT NULL,
+	"description" text,
+	"layout" jsonb DEFAULT '[]',
+	"is_default" boolean DEFAULT false,
+	"created_at" timestamp with time zone DEFAULT now()
+);
+--> statement-breakpoint
+ALTER TABLE "dashboard_widgets" ADD CONSTRAINT "dashboard_widgets_dashboard_id_dashboards_id_fk" FOREIGN KEY ("dashboard_id") REFERENCES "public"."dashboards"("id") ON DELETE cascade ON UPDATE no action;--> statement-breakpoint
+ALTER TABLE "dashboard_widgets" ADD CONSTRAINT "dashboard_widgets_view_id_views_id_fk" FOREIGN KEY ("view_id") REFERENCES "public"."views"("id") ON DELETE cascade ON UPDATE no action;

drizzle/migrations/0005_spotty_leader.sql

@@ -0,0 +1,19 @@
+CREATE TABLE "team_members" (
+	"id" uuid PRIMARY KEY DEFAULT gen_random_uuid() NOT NULL,
+	"team_id" uuid NOT NULL,
+	"user_id" uuid NOT NULL,
+	CONSTRAINT "team_members_team_id_user_id_unique" UNIQUE("team_id","user_id")
+);
+--> statement-breakpoint
+CREATE TABLE "teams" (
+	"id" uuid PRIMARY KEY DEFAULT gen_random_uuid() NOT NULL,
+	"name" text NOT NULL,
+	"description" text,
+	"created_at" timestamp with time zone DEFAULT now(),
+	CONSTRAINT "teams_name_unique" UNIQUE("name")
+);
+--> statement-breakpoint
+ALTER TABLE "dashboards" ADD COLUMN "team_id" uuid;--> statement-breakpoint
+ALTER TABLE "team_members" ADD CONSTRAINT "team_members_team_id_teams_id_fk" FOREIGN KEY ("team_id") REFERENCES "public"."teams"("id") ON DELETE cascade ON UPDATE no action;--> statement-breakpoint
+ALTER TABLE "team_members" ADD CONSTRAINT "team_members_user_id_users_id_fk" FOREIGN KEY ("user_id") REFERENCES "public"."users"("id") ON DELETE cascade ON UPDATE no action;--> statement-breakpoint
+ALTER TABLE "dashboards" ADD CONSTRAINT "dashboards_team_id_teams_id_fk" FOREIGN KEY ("team_id") REFERENCES "public"."teams"("id") ON DELETE set null ON UPDATE no action;

drizzle/migrations/0006_nosy_black_queen.sql

@@ -0,0 +1,2 @@
+ALTER TABLE "tickets" ADD COLUMN "team_id" uuid;--> statement-breakpoint
+ALTER TABLE "tickets" ADD CONSTRAINT "tickets_team_id_teams_id_fk" FOREIGN KEY ("team_id") REFERENCES "public"."teams"("id") ON DELETE set null ON UPDATE no action;

drizzle/migrations/0007_flimsy_roughhouse.sql

@@ -0,0 +1,2 @@
+ALTER TABLE "queues" ADD COLUMN "team_id" uuid;--> statement-breakpoint
+ALTER TABLE "queues" ADD CONSTRAINT "queues_team_id_teams_id_fk" FOREIGN KEY ("team_id") REFERENCES "public"."teams"("id") ON DELETE set null ON UPDATE no action;

drizzle/migrations/meta/0001_snapshot.json

@@ -0,0 +1,916 @@
+{
+  "id": "042752b4-e1ad-4b6d-96ed-81f836028826",
+  "prevId": "981c2ca0-1a37-4fbd-8624-2e7f43cd8361",
+  "version": "7",
+  "dialect": "postgresql",
+  "tables": {
+    "public.custom_field_values": {
+      "name": "custom_field_values",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "custom_field_id": {
+          "name": "custom_field_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "ticket_id": {
+          "name": "ticket_id",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "value": {
+          "name": "value",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        }
+      },
+      "indexes": {
+        "custom_field_values_ticket_id_idx": {
+          "name": "custom_field_values_ticket_id_idx",
+          "columns": [
+            {
+              "expression": "ticket_id",
+              "isExpression": false,
+              "asc": true,
+              "nulls": "last"
+            }
+          ],
+          "isUnique": false,
+          "concurrently": false,
+          "method": "btree",
+          "with": {}
+        },
+        "custom_field_values_custom_field_id_idx": {
+          "name": "custom_field_values_custom_field_id_idx",
+          "columns": [
+            {
+              "expression": "custom_field_id",
+              "isExpression": false,
+              "asc": true,
+              "nulls": "last"
+            }
+          ],
+          "isUnique": false,
+          "concurrently": false,
+          "method": "btree",
+          "with": {}
+        }
+      },
+      "foreignKeys": {
+        "custom_field_values_custom_field_id_custom_fields_id_fk": {
+          "name": "custom_field_values_custom_field_id_custom_fields_id_fk",
+          "tableFrom": "custom_field_values",
+          "tableTo": "custom_fields",
+          "columnsFrom": [
+            "custom_field_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "cascade",
+          "onUpdate": "no action"
+        },
+        "custom_field_values_ticket_id_tickets_id_fk": {
+          "name": "custom_field_values_ticket_id_tickets_id_fk",
+          "tableFrom": "custom_field_values",
+          "tableTo": "tickets",
+          "columnsFrom": [
+            "ticket_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "cascade",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {
+        "custom_field_values_cf_id_ticket_id_value_unique": {
+          "name": "custom_field_values_cf_id_ticket_id_value_unique",
+          "nullsNotDistinct": false,
+          "columns": [
+            "custom_field_id",
+            "ticket_id",
+            "value"
+          ]
+        }
+      },
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.custom_fields": {
+      "name": "custom_fields",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "name": {
+          "name": "name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "field_type": {
+          "name": "field_type",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "values": {
+          "name": "values",
+          "type": "jsonb",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "max_values": {
+          "name": "max_values",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "default": 1
+        },
+        "pattern": {
+          "name": "pattern",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {},
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.lifecycles": {
+      "name": "lifecycles",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "name": {
+          "name": "name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "definition": {
+          "name": "definition",
+          "type": "jsonb",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {},
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {
+        "lifecycles_name_unique": {
+          "name": "lifecycles_name_unique",
+          "nullsNotDistinct": false,
+          "columns": [
+            "name"
+          ]
+        }
+      },
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.queue_custom_fields": {
+      "name": "queue_custom_fields",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "queue_id": {
+          "name": "queue_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "custom_field_id": {
+          "name": "custom_field_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "sort_order": {
+          "name": "sort_order",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "default": 0
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {
+        "queue_custom_fields_queue_id_queues_id_fk": {
+          "name": "queue_custom_fields_queue_id_queues_id_fk",
+          "tableFrom": "queue_custom_fields",
+          "tableTo": "queues",
+          "columnsFrom": [
+            "queue_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        },
+        "queue_custom_fields_custom_field_id_custom_fields_id_fk": {
+          "name": "queue_custom_fields_custom_field_id_custom_fields_id_fk",
+          "tableFrom": "queue_custom_fields",
+          "tableTo": "custom_fields",
+          "columnsFrom": [
+            "custom_field_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "cascade",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {
+        "queue_custom_fields_queue_id_custom_field_id_unique": {
+          "name": "queue_custom_fields_queue_id_custom_field_id_unique",
+          "nullsNotDistinct": false,
+          "columns": [
+            "queue_id",
+            "custom_field_id"
+          ]
+        }
+      },
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.queues": {
+      "name": "queues",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "name": {
+          "name": "name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "description": {
+          "name": "description",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "lifecycle_id": {
+          "name": "lifecycle_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {
+        "queues_lifecycle_id_lifecycles_id_fk": {
+          "name": "queues_lifecycle_id_lifecycles_id_fk",
+          "tableFrom": "queues",
+          "tableTo": "lifecycles",
+          "columnsFrom": [
+            "lifecycle_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {
+        "queues_name_unique": {
+          "name": "queues_name_unique",
+          "nullsNotDistinct": false,
+          "columns": [
+            "name"
+          ]
+        }
+      },
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.scrips": {
+      "name": "scrips",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "queue_id": {
+          "name": "queue_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "name": {
+          "name": "name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "description": {
+          "name": "description",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "condition_type": {
+          "name": "condition_type",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "condition_config": {
+          "name": "condition_config",
+          "type": "jsonb",
+          "primaryKey": false,
+          "notNull": true,
+          "default": "'{}'::jsonb"
+        },
+        "action_type": {
+          "name": "action_type",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "action_config": {
+          "name": "action_config",
+          "type": "jsonb",
+          "primaryKey": false,
+          "notNull": true,
+          "default": "'{}'::jsonb"
+        },
+        "template_id": {
+          "name": "template_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "stage": {
+          "name": "stage",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "default": "'TransactionCreate'"
+        },
+        "sort_order": {
+          "name": "sort_order",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "default": 0
+        },
+        "disabled": {
+          "name": "disabled",
+          "type": "boolean",
+          "primaryKey": false,
+          "notNull": true,
+          "default": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        }
+      },
+      "indexes": {
+        "scrips_queue_id_idx": {
+          "name": "scrips_queue_id_idx",
+          "columns": [
+            {
+              "expression": "queue_id",
+              "isExpression": false,
+              "asc": true,
+              "nulls": "last"
+            }
+          ],
+          "isUnique": false,
+          "concurrently": false,
+          "method": "btree",
+          "with": {}
+        }
+      },
+      "foreignKeys": {
+        "scrips_queue_id_queues_id_fk": {
+          "name": "scrips_queue_id_queues_id_fk",
+          "tableFrom": "scrips",
+          "tableTo": "queues",
+          "columnsFrom": [
+            "queue_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        },
+        "scrips_template_id_templates_id_fk": {
+          "name": "scrips_template_id_templates_id_fk",
+          "tableFrom": "scrips",
+          "tableTo": "templates",
+          "columnsFrom": [
+            "template_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.templates": {
+      "name": "templates",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "name": {
+          "name": "name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "queue_id": {
+          "name": "queue_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "subject_template": {
+          "name": "subject_template",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "body_template": {
+          "name": "body_template",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {
+        "templates_queue_id_queues_id_fk": {
+          "name": "templates_queue_id_queues_id_fk",
+          "tableFrom": "templates",
+          "tableTo": "queues",
+          "columnsFrom": [
+            "queue_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.tickets": {
+      "name": "tickets",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "integer",
+          "primaryKey": true,
+          "notNull": true,
+          "identity": {
+            "type": "always",
+            "name": "tickets_id_seq",
+            "schema": "public",
+            "increment": "1",
+            "startWith": "1",
+            "minValue": "1",
+            "maxValue": "2147483647",
+            "cache": "1",
+            "cycle": false
+          }
+        },
+        "subject": {
+          "name": "subject",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "queue_id": {
+          "name": "queue_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "status": {
+          "name": "status",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "owner_id": {
+          "name": "owner_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "creator_id": {
+          "name": "creator_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        },
+        "updated_at": {
+          "name": "updated_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        },
+        "started_at": {
+          "name": "started_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "resolved_at": {
+          "name": "resolved_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false
+        }
+      },
+      "indexes": {
+        "tickets_queue_id_idx": {
+          "name": "tickets_queue_id_idx",
+          "columns": [
+            {
+              "expression": "queue_id",
+              "isExpression": false,
+              "asc": true,
+              "nulls": "last"
+            }
+          ],
+          "isUnique": false,
+          "concurrently": false,
+          "method": "btree",
+          "with": {}
+        },
+        "tickets_status_idx": {
+          "name": "tickets_status_idx",
+          "columns": [
+            {
+              "expression": "status",
+              "isExpression": false,
+              "asc": true,
+              "nulls": "last"
+            }
+          ],
+          "isUnique": false,
+          "concurrently": false,
+          "method": "btree",
+          "with": {}
+        }
+      },
+      "foreignKeys": {
+        "tickets_queue_id_queues_id_fk": {
+          "name": "tickets_queue_id_queues_id_fk",
+          "tableFrom": "tickets",
+          "tableTo": "queues",
+          "columnsFrom": [
+            "queue_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        },
+        "tickets_owner_id_users_id_fk": {
+          "name": "tickets_owner_id_users_id_fk",
+          "tableFrom": "tickets",
+          "tableTo": "users",
+          "columnsFrom": [
+            "owner_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        },
+        "tickets_creator_id_users_id_fk": {
+          "name": "tickets_creator_id_users_id_fk",
+          "tableFrom": "tickets",
+          "tableTo": "users",
+          "columnsFrom": [
+            "creator_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.transactions": {
+      "name": "transactions",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "ticket_id": {
+          "name": "ticket_id",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "transaction_type": {
+          "name": "transaction_type",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "field": {
+          "name": "field",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "old_value": {
+          "name": "old_value",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "new_value": {
+          "name": "new_value",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "data": {
+          "name": "data",
+          "type": "jsonb",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "creator_id": {
+          "name": "creator_id",
+          "type": "uuid",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        }
+      },
+      "indexes": {
+        "transactions_ticket_id_idx": {
+          "name": "transactions_ticket_id_idx",
+          "columns": [
+            {
+              "expression": "ticket_id",
+              "isExpression": false,
+              "asc": true,
+              "nulls": "last"
+            }
+          ],
+          "isUnique": false,
+          "concurrently": false,
+          "method": "btree",
+          "with": {}
+        },
+        "transactions_created_at_idx": {
+          "name": "transactions_created_at_idx",
+          "columns": [
+            {
+              "expression": "created_at",
+              "isExpression": false,
+              "asc": true,
+              "nulls": "last"
+            }
+          ],
+          "isUnique": false,
+          "concurrently": false,
+          "method": "btree",
+          "with": {}
+        }
+      },
+      "foreignKeys": {
+        "transactions_ticket_id_tickets_id_fk": {
+          "name": "transactions_ticket_id_tickets_id_fk",
+          "tableFrom": "transactions",
+          "tableTo": "tickets",
+          "columnsFrom": [
+            "ticket_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "cascade",
+          "onUpdate": "no action"
+        },
+        "transactions_creator_id_users_id_fk": {
+          "name": "transactions_creator_id_users_id_fk",
+          "tableFrom": "transactions",
+          "tableTo": "users",
+          "columnsFrom": [
+            "creator_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "no action",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    },
+    "public.users": {
+      "name": "users",
+      "schema": "",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "uuid",
+          "primaryKey": true,
+          "notNull": true,
+          "default": "gen_random_uuid()"
+        },
+        "username": {
+          "name": "username",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true
+        },
+        "email": {
+          "name": "email",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "timestamp with time zone",
+          "primaryKey": false,
+          "notNull": false,
+          "default": "now()"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {},
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {
+        "users_username_unique": {
+          "name": "users_username_unique",
+          "nullsNotDistinct": false,
+          "columns": [
+            "username"
+          ]
+        }
+      },
+      "policies": {},
+      "checkConstraints": {},
+      "isRLSEnabled": false
+    }
+  },
+  "enums": {},
+  "schemas": {},
+  "sequences": {},
+  "roles": {},
+  "policies": {},
+  "views": {},
+  "_meta": {
+    "columns": {},
+    "schemas": {},
+    "tables": {}
+  }
+}

drizzle/migrations/meta/_journal.json

@@ -8,6 +8,55 @@
       "when": 1780859982396,
       "tag": "0000_acoustic_wendell_vaughn",
       "breakpoints": true
+    },
+    {
+      "idx": 1,
+      "version": "7",
+      "when": 1780867177929,
+      "tag": "0001_lovely_quentin_quire",
+      "breakpoints": true
+    },
+    {
+      "idx": 2,
+      "version": "7",
+      "when": 1780904200000,
+      "tag": "0002_short_custom_field_keys",
+      "breakpoints": true
+    },
+    {
+      "idx": 3,
+      "version": "7",
+      "when": 1780995910694,
+      "tag": "0003_dry_caretaker",
+      "breakpoints": true
+    },
+    {
+      "idx": 4,
+      "version": "7",
+      "when": 1780996807814,
+      "tag": "0004_sturdy_natasha_romanoff",
+      "breakpoints": true
+    },
+    {
+      "idx": 5,
+      "version": "7",
+      "when": 1781004398567,
+      "tag": "0005_spotty_leader",
+      "breakpoints": true
+    },
+    {
+      "idx": 6,
+      "version": "7",
+      "when": 1781008559188,
+      "tag": "0006_nosy_black_queen",
+      "breakpoints": true
+    },
+    {
+      "idx": 7,
+      "version": "7",
+      "when": 1781009018666,
+      "tag": "0007_flimsy_roughhouse",
+      "breakpoints": true
     }
   ]
 }

package.json

@@ -3,6 +3,13 @@
   "module": "src/index.ts",
   "type": "module",
   "private": true,
+  "scripts": {
+    "dev:backend": "bun run src/index.ts",
+    "db:migrate": "bun run src/db/migrate.ts",
+    "db:seed": "bun run src/db/seed.ts",
+    "db:seed:reset": "bun run src/db/seed.ts --reset",
+    "smoke": "bun run scripts/smoke-test.ts"
+  },
   "devDependencies": {
     "@types/bun": "latest",
     "@types/handlebars": "^4.1.0",

scripts/smoke-test.ts

@@ -0,0 +1,112 @@
+const backendUrl = process.env.BACKEND_URL ?? 'http://127.0.0.1:9876';
+const frontendUrl = process.env.FRONTEND_URL ?? 'http://127.0.0.1:3100';
+
+interface Ticket {
+  id: number;
+  subject: string;
+}
+
+interface Queue {
+  id: string;
+  name: string;
+}
+
+interface Transaction {
+  id: string;
+  ticket_id: number;
+  transaction_type: string;
+}
+
+async function requestJson<T>(url: string): Promise<T> {
+  const response = await fetch(url);
+  if (!response.ok) {
+    throw new Error(`${url} returned ${response.status} ${response.statusText}`);
+  }
+  return response.json() as Promise<T>;
+}
+
+async function requestOk(url: string): Promise<void> {
+  const response = await fetch(url, { method: 'HEAD' });
+  if (!response.ok) {
+    throw new Error(`${url} returned ${response.status} ${response.statusText}`);
+  }
+}
+
+async function check(name: string, fn: () => Promise<void>): Promise<void> {
+  try {
+    await fn();
+    console.log(`ok   ${name}`);
+  } catch (err) {
+    const message = err instanceof Error ? err.message : String(err);
+    console.error(`fail ${name}`);
+    console.error(`     ${message}`);
+    process.exitCode = 1;
+  }
+}
+
+async function main() {
+  let ticketForDetail: Ticket | null = null;
+
+  await check('backend health', async () => {
+    const health = await requestJson<{ status: string }>(`${backendUrl}/health`);
+    if (health.status !== 'ok') {
+      throw new Error(`expected status ok, got ${JSON.stringify(health)}`);
+    }
+  });
+
+  await check('queues exist', async () => {
+    const queues = await requestJson<Queue[]>(`${backendUrl}/queues`);
+    if (queues.length < 1) {
+      throw new Error('expected at least one queue');
+    }
+  });
+
+  await check('tickets exist', async () => {
+    const tickets = await requestJson<Ticket[]>(`${backendUrl}/tickets`);
+    if (tickets.length < 1) {
+      throw new Error('expected at least one ticket');
+    }
+    ticketForDetail = tickets.find((ticket) => ticket.subject.includes('VPN access')) ?? tickets[0] ?? null;
+  });
+
+  await check('ticket detail has activity', async () => {
+    if (!ticketForDetail) {
+      throw new Error('no ticket available for detail check');
+    }
+    const transactions = await requestJson<Transaction[]>(
+      `${backendUrl}/tickets/${ticketForDetail.id}/transactions`,
+    );
+    if (transactions.length < 1) {
+      throw new Error(`expected ticket ${ticketForDetail.id} to have transactions`);
+    }
+  });
+
+  await check('frontend index responds', async () => {
+    await requestOk(frontendUrl);
+  });
+
+  await check('frontend ticket detail responds', async () => {
+    if (!ticketForDetail) {
+      throw new Error('no ticket available for frontend detail check');
+    }
+    await requestOk(`${frontendUrl}/tickets/${ticketForDetail.id}`);
+  });
+
+  await check('frontend api proxy responds', async () => {
+    const health = await requestJson<{ status: string }>(`${frontendUrl}/api/health`);
+    if (health.status !== 'ok') {
+      throw new Error(`expected status ok, got ${JSON.stringify(health)}`);
+    }
+  });
+
+  if (process.exitCode) {
+    process.exit(process.exitCode);
+  }
+
+  console.log('Smoke test passed');
+}
+
+main().catch((err) => {
+  console.error(err);
+  process.exit(1);
+});

scripts/watch-frontend.sh

@@ -0,0 +1,15 @@
+#!/usr/bin/env bash
+# Watch for source changes and auto-rebuild + restart Tessera frontend
+DIR="/home/gjermund/projects/tessera/web/src"
+LAST_BUILD=0
+
+echo "Watching $DIR for changes..."
+
+inotifywait -m -r -e modify,create,delete "$DIR" --format '%w%f' 2>/dev/null | while read FILE; do
+  NOW=$(date +%s)
+  if [ $((NOW - LAST_BUILD)) -gt 3 ]; then
+    echo "[$(date +%H:%M:%S)] Change detected, rebuilding..."
+    cd /home/gjermund/projects/tessera/web && npx next build 2>&1 | tail -1
+    LAST_BUILD=$NOW
+  fi
+done

src/db/schema.ts

@@ -1,5 +1,5 @@
 import { pgTable, uuid, text, jsonb, integer, boolean, timestamp, unique, index } from 'drizzle-orm/pg-core';
-import { sql } from 'drizzle-orm';
+import { relations, sql } from 'drizzle-orm';
 
 export const users = pgTable('users', {
   id: uuid('id').primaryKey().defaultRandom(),
@@ -13,6 +13,7 @@ export const queues = pgTable('queues', {
   name: text('name').notNull().unique(),
   description: text('description'),
   lifecycle_id: uuid('lifecycle_id').references(() => lifecycles.id),
+  team_id: uuid('team_id').references(() => teams.id, { onDelete: 'set null' }),
   created_at: timestamp('created_at', { withTimezone: true }).defaultNow(),
 });
 
@@ -24,11 +25,12 @@ export const lifecycles = pgTable('lifecycles', {
 });
 
 export const tickets = pgTable('tickets', {
-  id: uuid('id').primaryKey().defaultRandom(),
+  id: integer('id').primaryKey().generatedAlwaysAsIdentity(),
   subject: text('subject').notNull(),
   queue_id: uuid('queue_id').notNull().references(() => queues.id),
   status: text('status').notNull(),
   owner_id: uuid('owner_id').references(() => users.id),
+  team_id: uuid('team_id').references(() => teams.id, { onDelete: 'set null' }),
   creator_id: uuid('creator_id').notNull().references(() => users.id),
   created_at: timestamp('created_at', { withTimezone: true }).defaultNow(),
   updated_at: timestamp('updated_at', { withTimezone: true }).defaultNow(),
@@ -41,7 +43,7 @@ export const tickets = pgTable('tickets', {
 
 export const transactions = pgTable('transactions', {
   id: uuid('id').primaryKey().defaultRandom(),
-  ticket_id: uuid('ticket_id').notNull().references(() => tickets.id, { onDelete: 'cascade' }),
+  ticket_id: integer('ticket_id').notNull().references(() => tickets.id, { onDelete: 'cascade' }),
   transaction_type: text('transaction_type').notNull(),
   field: text('field'),
   old_value: text('old_value'),
@@ -83,6 +85,7 @@ export const scrips = pgTable('scrips', {
 
 export const customFields = pgTable('custom_fields', {
   id: uuid('id').primaryKey().defaultRandom(),
+  key: text('key').notNull().unique(),
   name: text('name').notNull(),
   field_type: text('field_type').notNull(),
   values: jsonb('values'),
@@ -103,7 +106,7 @@ export const queueCustomFields = pgTable('queue_custom_fields', {
 export const customFieldValues = pgTable('custom_field_values', {
   id: uuid('id').primaryKey().defaultRandom(),
   custom_field_id: uuid('custom_field_id').notNull().references(() => customFields.id, { onDelete: 'cascade' }),
-  ticket_id: uuid('ticket_id').notNull().references(() => tickets.id, { onDelete: 'cascade' }),
+  ticket_id: integer('ticket_id').notNull().references(() => tickets.id, { onDelete: 'cascade' }),
   value: text('value').notNull(),
   created_at: timestamp('created_at', { withTimezone: true }).defaultNow(),
 }, (table) => ({
@@ -111,3 +114,59 @@ export const customFieldValues = pgTable('custom_field_values', {
   ticketIdIdx: index('custom_field_values_ticket_id_idx').on(table.ticket_id),
   cfIdIdx: index('custom_field_values_custom_field_id_idx').on(table.custom_field_id),
 }));
+
+export const views = pgTable('views', {
+  id: uuid('id').primaryKey().defaultRandom(),
+  name: text('name').notNull(),
+  filters: jsonb('filters').notNull().default('[]'),
+  sort_key: text('sort_key').default('updated'),
+  columns: jsonb('columns').default('[]'),
+  is_public: boolean('is_public').default(false),
+  creator_id: uuid('creator_id').references(() => users.id),
+  created_at: timestamp('created_at', { withTimezone: true }).defaultNow(),
+});
+
+export const teams = pgTable('teams', {
+  id: uuid('id').primaryKey().defaultRandom(),
+  name: text('name').notNull().unique(),
+  description: text('description'),
+  created_at: timestamp('created_at', { withTimezone: true }).defaultNow(),
+});
+
+export const teamsRelations = relations(teams, ({ many }) => ({
+  members: many(teamMembers),
+}));
+
+export const teamMembers = pgTable('team_members', {
+  id: uuid('id').primaryKey().defaultRandom(),
+  team_id: uuid('team_id').notNull().references(() => teams.id, { onDelete: 'cascade' }),
+  user_id: uuid('user_id').notNull().references(() => users.id, { onDelete: 'cascade' }),
+}, (table) => ({
+  uniqueMember: unique('team_members_team_id_user_id_unique').on(table.team_id, table.user_id),
+}));
+
+export const teamMembersRelations = relations(teamMembers, ({ one }) => ({
+  team: one(teams, { fields: [teamMembers.team_id], references: [teams.id] }),
+  user: one(users, { fields: [teamMembers.user_id], references: [users.id] }),
+}));
+
+export const dashboards = pgTable('dashboards', {
+  id: uuid('id').primaryKey().defaultRandom(),
+  name: text('name').notNull(),
+  description: text('description'),
+  team_id: uuid('team_id').references(() => teams.id, { onDelete: 'set null' }),
+  layout: jsonb('layout').default('[]'),
+  is_default: boolean('is_default').default(false),
+  created_at: timestamp('created_at', { withTimezone: true }).defaultNow(),
+});
+
+export const dashboardWidgets = pgTable('dashboard_widgets', {
+  id: uuid('id').primaryKey().defaultRandom(),
+  dashboard_id: uuid('dashboard_id').notNull().references(() => dashboards.id, { onDelete: 'cascade' }),
+  view_id: uuid('view_id').notNull().references(() => views.id, { onDelete: 'cascade' }),
+  title: text('title').notNull(),
+  widget_type: text('widget_type').notNull(),
+  position: jsonb('position').default('{"x":0,"y":0,"w":4,"h":2}'),
+  config: jsonb('config').default('{}'),
+  created_at: timestamp('created_at', { withTimezone: true }).defaultNow(),
+});

src/db/seed.ts

@@ -0,0 +1,843 @@
+import { drizzle } from 'drizzle-orm/node-postgres';
+import { Pool } from 'pg';
+import { eq, inArray } from 'drizzle-orm';
+import * as schema from './schema.ts';
+import {
+  customFields,
+  customFieldValues,
+  lifecycles,
+  queueCustomFields,
+  queues,
+  scrips,
+  templates,
+  tickets,
+  transactions,
+  views,
+  dashboards,
+  dashboardWidgets,
+  users,
+} from './schema.ts';
+
+const SYSTEM_USER_ID = '00000000-0000-0000-0000-000000000000';
+
+const lifecycleDefinition = {
+  statuses: {
+    initial: ['new'],
+    active: ['open', 'in_progress'],
+    inactive: ['resolved', 'closed'],
+  },
+  transitions: {
+    new: ['open', 'in_progress', 'closed'],
+    open: ['in_progress', 'resolved', 'closed'],
+    in_progress: ['open', 'resolved', 'closed'],
+    resolved: ['open', 'closed'],
+    closed: ['open'],
+    '*': ['closed'],
+  },
+};
+
+function daysAgo(days: number, hour = 9, minute = 0): Date {
+  const date = new Date();
+  date.setDate(date.getDate() - days);
+  date.setHours(hour, minute, 0, 0);
+  return date;
+}
+
+function hoursAgo(hours: number): Date {
+  return new Date(Date.now() - hours * 60 * 60 * 1000);
+}
+
+function createSeedDb(pool: Pool) {
+  return drizzle(pool, { schema });
+}
+
+type Db = ReturnType<typeof createSeedDb>;
+type UserSeed = { id: string; username: string; email: string };
+type QueueSeed = { name: string; description: string };
+type FieldSeed = {
+  key?: string;
+  name: string;
+  field_type: string;
+  values?: unknown;
+  max_values?: number;
+  pattern?: string | null;
+};
+
+function makeFieldKey(value: string): string {
+  const key = value
+    .trim()
+    .toLowerCase()
+    .replace(/[^a-z0-9]+/g, '_')
+    .replace(/^_+|_+$/g, '');
+  return key || 'field';
+}
+
+async function ensureUser(db: Db, seed: UserSeed): Promise<string> {
+  const existingById = await db.query.users.findFirst({
+    where: eq(users.id, seed.id),
+  });
+  if (existingById) {
+    await db.update(users)
+      .set({ username: seed.username, email: seed.email })
+      .where(eq(users.id, seed.id));
+    return existingById.id;
+  }
+
+  const existingByUsername = await db.query.users.findFirst({
+    where: eq(users.username, seed.username),
+  });
+  if (existingByUsername) {
+    await db.update(users)
+      .set({ email: seed.email })
+      .where(eq(users.id, existingByUsername.id));
+    return existingByUsername.id;
+  }
+
+  const [created] = await db.insert(users).values(seed).returning();
+  if (!created) throw new Error(`Failed to seed user ${seed.username}`);
+  return created.id;
+}
+
+async function ensureLifecycle(db: Db) {
+  const existing = await db.query.lifecycles.findFirst({
+    where: eq(lifecycles.name, 'Demo service lifecycle'),
+  });
+
+  if (existing) {
+    const [updated] = await db.update(lifecycles)
+      .set({ definition: lifecycleDefinition })
+      .where(eq(lifecycles.id, existing.id))
+      .returning();
+    if (!updated) throw new Error('Failed to update demo lifecycle');
+    return updated;
+  }
+
+  const [created] = await db.insert(lifecycles).values({
+    name: 'Demo service lifecycle',
+    definition: lifecycleDefinition,
+  }).returning();
+  if (!created) throw new Error('Failed to seed demo lifecycle');
+  return created;
+}
+
+async function ensureQueue(db: Db, lifecycleId: string, seed: QueueSeed) {
+  const existing = await db.query.queues.findFirst({
+    where: eq(queues.name, seed.name),
+  });
+
+  if (existing) {
+    const [updated] = await db.update(queues)
+      .set({
+        description: seed.description,
+        lifecycle_id: lifecycleId,
+      })
+      .where(eq(queues.id, existing.id))
+      .returning();
+    if (!updated) throw new Error(`Failed to update queue ${seed.name}`);
+    return updated;
+  }
+
+  const [created] = await db.insert(queues).values({
+    name: seed.name,
+    description: seed.description,
+    lifecycle_id: lifecycleId,
+  }).returning();
+  if (!created) throw new Error(`Failed to seed queue ${seed.name}`);
+  return created;
+}
+
+async function ensureCustomField(db: Db, seed: FieldSeed) {
+  const existing = await db.query.customFields.findFirst({
+    where: eq(customFields.name, seed.name),
+  });
+
+  const values = {
+    key: seed.key ?? makeFieldKey(seed.name),
+    field_type: seed.field_type,
+    values: seed.values ?? null,
+    max_values: seed.max_values ?? 1,
+    pattern: seed.pattern ?? null,
+  };
+
+  if (existing) {
+    const [updated] = await db.update(customFields)
+      .set(values)
+      .where(eq(customFields.id, existing.id))
+      .returning();
+    if (!updated) throw new Error(`Failed to update custom field ${seed.name}`);
+    return updated;
+  }
+
+  const [created] = await db.insert(customFields).values({
+    name: seed.name,
+    ...values,
+  }).returning();
+  if (!created) throw new Error(`Failed to seed custom field ${seed.name}`);
+  return created;
+}
+
+async function attachFieldToQueue(db: Db, queueId: string, fieldId: string, sortOrder: number) {
+  await db.insert(queueCustomFields)
+    .values({
+      queue_id: queueId,
+      custom_field_id: fieldId,
+      sort_order: sortOrder,
+    })
+    .onConflictDoUpdate({
+      target: [queueCustomFields.queue_id, queueCustomFields.custom_field_id],
+      set: { sort_order: sortOrder },
+    });
+}
+
+async function ensureTemplate(
+  db: Db,
+  name: string,
+  queueId: string | null,
+  subjectTemplate: string,
+  bodyTemplate: string,
+) {
+  const existing = await db.query.templates.findFirst({
+    where: (row, { and, eq, isNull }) =>
+      queueId ? and(eq(row.name, name), eq(row.queue_id, queueId)) : and(eq(row.name, name), isNull(row.queue_id)),
+  });
+
+  if (existing) {
+    const [updated] = await db.update(templates)
+      .set({ subject_template: subjectTemplate, body_template: bodyTemplate })
+      .where(eq(templates.id, existing.id))
+      .returning();
+    if (!updated) throw new Error(`Failed to update template ${name}`);
+    return updated;
+  }
+
+  const [created] = await db.insert(templates).values({
+    name,
+    queue_id: queueId,
+    subject_template: subjectTemplate,
+    body_template: bodyTemplate,
+  }).returning();
+  if (!created) throw new Error(`Failed to seed template ${name}`);
+  return created;
+}
+
+async function ensureScrip(
+  db: Db,
+  seed: {
+    name: string;
+    description: string;
+    queueId: string | null;
+    conditionType: string;
+    actionType: string;
+    actionConfig: Record<string, unknown>;
+    templateId?: string | null;
+    sortOrder: number;
+    disabled?: boolean;
+  },
+) {
+  const existing = await db.query.scrips.findFirst({
+    where: (row, { and, eq, isNull }) =>
+      seed.queueId
+        ? and(eq(row.name, seed.name), eq(row.queue_id, seed.queueId))
+        : and(eq(row.name, seed.name), isNull(row.queue_id)),
+  });
+
+  const values = {
+    queue_id: seed.queueId,
+    name: seed.name,
+    description: seed.description,
+    condition_type: seed.conditionType,
+    condition_config: {},
+    action_type: seed.actionType,
+    action_config: seed.actionConfig,
+    template_id: seed.templateId ?? null,
+    stage: 'TransactionCreate',
+    sort_order: seed.sortOrder,
+    disabled: seed.disabled ?? false,
+  };
+
+  if (existing) {
+    const [updated] = await db.update(scrips)
+      .set(values)
+      .where(eq(scrips.id, existing.id))
+      .returning();
+    if (!updated) throw new Error(`Failed to update scrip ${seed.name}`);
+    return updated;
+  }
+
+  const [created] = await db.insert(scrips).values(values).returning();
+  if (!created) throw new Error(`Failed to seed scrip ${seed.name}`);
+  return created;
+}
+
+async function ensureTicket(
+  db: Db,
+  seed: {
+    subject: string;
+    queueId: string;
+    status: string;
+    ownerId: string | null;
+    creatorId: string;
+    createdAt: Date;
+    updatedAt: Date;
+    startedAt?: Date | null;
+    resolvedAt?: Date | null;
+  },
+) {
+  const existing = await db.query.tickets.findFirst({
+    where: eq(tickets.subject, seed.subject),
+  });
+
+  const values = {
+    subject: seed.subject,
+    queue_id: seed.queueId,
+    status: seed.status,
+    owner_id: seed.ownerId,
+    creator_id: seed.creatorId,
+    created_at: seed.createdAt,
+    updated_at: seed.updatedAt,
+    started_at: seed.startedAt ?? null,
+    resolved_at: seed.resolvedAt ?? null,
+  };
+
+  if (existing) {
+    const [updated] = await db.update(tickets)
+      .set(values)
+      .where(eq(tickets.id, existing.id))
+      .returning();
+    if (!updated) throw new Error(`Failed to update ticket ${seed.subject}`);
+    return updated;
+  }
+
+  const [created] = await db.insert(tickets).values(values).returning();
+  if (!created) throw new Error(`Failed to seed ticket ${seed.subject}`);
+  return created;
+}
+
+async function resetDatabase(db: Db) {
+  await db.delete(customFieldValues);
+  await db.delete(transactions);
+  await db.delete(queueCustomFields);
+  await db.delete(dashboardWidgets);
+  await db.delete(dashboards);
+  await db.delete(views);
+  await db.delete(scrips);
+  await db.delete(templates);
+  await db.delete(tickets);
+  await db.delete(queues);
+  await db.delete(customFields);
+  await db.delete(lifecycles);
+  await db.delete(users);
+}
+
+async function main() {
+  const databaseUrl = process.env.DATABASE_URL;
+  if (!databaseUrl) {
+    console.error('DATABASE_URL is required');
+    process.exit(1);
+  }
+
+  const pool = new Pool({ connectionString: databaseUrl });
+  const db = createSeedDb(pool);
+  const reset = process.argv.includes('--reset');
+
+  try {
+    if (reset) {
+      console.log('Resetting database before seeding demo data...');
+      await resetDatabase(db);
+    }
+
+    const userIds = {
+      system: await ensureUser(db, {
+        id: SYSTEM_USER_ID,
+        username: 'system',
+        email: 'system@tessera.local',
+      }),
+      dispatcher: await ensureUser(db, {
+        id: '11111111-1111-4111-8111-111111111111',
+        username: 'maria.dispatch',
+        email: 'maria.dispatch@tessera.local',
+      }),
+      technician: await ensureUser(db, {
+        id: '22222222-2222-4222-8222-222222222222',
+        username: 'liam.field',
+        email: 'liam.field@tessera.local',
+      }),
+      facilities: await ensureUser(db, {
+        id: '33333333-3333-4333-8333-333333333333',
+        username: 'nora.facilities',
+        email: 'nora.facilities@tessera.local',
+      }),
+      security: await ensureUser(db, {
+        id: '44444444-4444-4444-8444-444444444444',
+        username: 'sam.security',
+        email: 'sam.security@tessera.local',
+      }),
+    };
+
+    const lifecycle = await ensureLifecycle(db);
+
+    const supportQueue = await ensureQueue(db, lifecycle.id, {
+      name: 'Support Desk',
+      description: 'Employee requests, account access, hardware, and everyday service desk intake.',
+    });
+    const fieldQueue = await ensureQueue(db, lifecycle.id, {
+      name: 'Field Operations',
+      description: 'Technician dispatch, site work, parts, and customer-impacting operational issues.',
+    });
+    const facilitiesQueue = await ensureQueue(db, lifecycle.id, {
+      name: 'Facilities',
+      description: 'Building maintenance, access, meeting rooms, and office environment requests.',
+    });
+    const securityQueue = await ensureQueue(db, lifecycle.id, {
+      name: 'Security',
+      description: 'Badge access, incident review, and compliance-sensitive operational requests.',
+    });
+
+    const impactField = await ensureCustomField(db, {
+      key: 'impact',
+      name: 'Impact',
+      field_type: 'select',
+      values: ['Low', 'Medium', 'High', 'Critical'],
+    });
+    const locationField = await ensureCustomField(db, {
+      key: 'location',
+      name: 'Location',
+      field_type: 'text',
+    });
+    const assetField = await ensureCustomField(db, {
+      key: 'asset_tag',
+      name: 'Asset tag',
+      field_type: 'text',
+      pattern: '^ASSET-[0-9]{4}$',
+    });
+    const channelField = await ensureCustomField(db, {
+      key: 'channel',
+      name: 'Channel',
+      field_type: 'select',
+      values: ['Portal', 'Email', 'Phone', 'Walk-up', 'Monitoring'],
+    });
+    const outcomeField = await ensureCustomField(db, {
+      key: 'resolution_outcome',
+      name: 'Resolution outcome',
+      field_type: 'select',
+      values: ['Completed', 'Workaround', 'Duplicate', 'Declined'],
+    });
+
+    for (const queue of [supportQueue, fieldQueue, facilitiesQueue, securityQueue]) {
+      await attachFieldToQueue(db, queue.id, impactField.id, 10);
+      await attachFieldToQueue(db, queue.id, locationField.id, 20);
+      await attachFieldToQueue(db, queue.id, channelField.id, 30);
+    }
+    await attachFieldToQueue(db, supportQueue.id, assetField.id, 40);
+    await attachFieldToQueue(db, fieldQueue.id, assetField.id, 40);
+    await attachFieldToQueue(db, supportQueue.id, outcomeField.id, 50);
+
+    const resolveTemplate = await ensureTemplate(
+      db,
+      'Demo resolution note',
+      null,
+      'Ticket {{ticket.id}} resolved: {{ticket.subject}}',
+      'Ticket {{ticket.id}} in {{queue.name}} moved from {{transaction.old_value}} to {{transaction.new_value}}.',
+    );
+
+    await ensureScrip(db, {
+      name: 'Demo: mark outcome on resolve',
+      description: 'When a ticket resolves, set the Resolution outcome custom field to Completed.',
+      queueId: null,
+      conditionType: 'OnResolve',
+      actionType: 'SetCustomField',
+      actionConfig: {
+        field_key: 'resolution_outcome',
+        value: 'Completed',
+      },
+      sortOrder: 10,
+    });
+    await ensureScrip(db, {
+      name: 'Demo: customer notification template',
+      description: 'Disabled sample email action showing how resolution templates render.',
+      queueId: null,
+      conditionType: 'OnResolve',
+      actionType: 'SendEmail',
+      actionConfig: {
+        recipients: ['requester@example.com'],
+      },
+      templateId: resolveTemplate.id,
+      sortOrder: 20,
+      disabled: true,
+    });
+
+    const demoTickets = [
+      await ensureTicket(db, {
+        subject: 'VPN access fails after password reset',
+        queueId: supportQueue.id,
+        status: 'open',
+        ownerId: userIds.dispatcher,
+        creatorId: userIds.system,
+        createdAt: daysAgo(4, 8, 40),
+        updatedAt: hoursAgo(3),
+        startedAt: daysAgo(4, 9, 10),
+      }),
+      await ensureTicket(db, {
+        subject: 'Warehouse scanner ASSET-1042 will not sync inventory',
+        queueId: fieldQueue.id,
+        status: 'in_progress',
+        ownerId: userIds.technician,
+        creatorId: userIds.system,
+        createdAt: daysAgo(2, 10, 15),
+        updatedAt: hoursAgo(1),
+        startedAt: daysAgo(2, 11, 0),
+      }),
+      await ensureTicket(db, {
+        subject: 'Badge reader intermittently denies access at north entrance',
+        queueId: securityQueue.id,
+        status: 'new',
+        ownerId: null,
+        creatorId: userIds.system,
+        createdAt: hoursAgo(7),
+        updatedAt: hoursAgo(7),
+      }),
+      await ensureTicket(db, {
+        subject: 'Conference room display flickers during video calls',
+        queueId: facilitiesQueue.id,
+        status: 'open',
+        ownerId: userIds.facilities,
+        creatorId: userIds.system,
+        createdAt: daysAgo(1, 14, 20),
+        updatedAt: hoursAgo(4),
+        startedAt: daysAgo(1, 15, 0),
+      }),
+      await ensureTicket(db, {
+        subject: 'New hire laptop provisioning for Monday start',
+        queueId: supportQueue.id,
+        status: 'resolved',
+        ownerId: userIds.dispatcher,
+        creatorId: userIds.system,
+        createdAt: daysAgo(6, 13, 30),
+        updatedAt: daysAgo(1, 16, 45),
+        startedAt: daysAgo(6, 14, 0),
+        resolvedAt: daysAgo(1, 16, 45),
+      }),
+      await ensureTicket(db, {
+        subject: 'Temperature alert in server closet B',
+        queueId: facilitiesQueue.id,
+        status: 'in_progress',
+        ownerId: userIds.facilities,
+        creatorId: userIds.system,
+        createdAt: hoursAgo(18),
+        updatedAt: hoursAgo(2),
+        startedAt: hoursAgo(17),
+      }),
+      await ensureTicket(db, {
+        subject: 'Quarterly access review export requested',
+        queueId: securityQueue.id,
+        status: 'closed',
+        ownerId: userIds.security,
+        creatorId: userIds.system,
+        createdAt: daysAgo(9, 10, 0),
+        updatedAt: daysAgo(3, 11, 20),
+        startedAt: daysAgo(9, 10, 30),
+        resolvedAt: daysAgo(3, 11, 20),
+      }),
+      await ensureTicket(db, {
+        subject: 'POS terminal receipt printer jam at front desk',
+        queueId: fieldQueue.id,
+        status: 'new',
+        ownerId: null,
+        creatorId: userIds.system,
+        createdAt: hoursAgo(5),
+        updatedAt: hoursAgo(5),
+      }),
+    ];
+
+    const demoTicketIds = demoTickets.map((ticket) => ticket.id);
+    if (demoTicketIds.length > 0) {
+      await db.delete(customFieldValues).where(inArray(customFieldValues.ticket_id, demoTicketIds));
+      await db.delete(transactions).where(inArray(transactions.ticket_id, demoTicketIds));
+    }
+
+    const ticketBySubject = new Map(demoTickets.map((ticket) => [ticket.subject, ticket]));
+
+    const txRows = [
+      {
+        ticket_id: ticketBySubject.get('VPN access fails after password reset')!.id,
+        transaction_type: 'Create',
+        field: 'status',
+        new_value: 'new',
+        creator_id: userIds.system,
+        created_at: daysAgo(4, 8, 40),
+      },
+      {
+        ticket_id: ticketBySubject.get('VPN access fails after password reset')!.id,
+        transaction_type: 'StatusChange',
+        field: 'status',
+        old_value: 'new',
+        new_value: 'open',
+        creator_id: userIds.dispatcher,
+        created_at: daysAgo(4, 9, 10),
+      },
+      {
+        ticket_id: ticketBySubject.get('VPN access fails after password reset')!.id,
+        transaction_type: 'Correspond',
+        data: { body: 'I reset my password this morning and now the VPN client rejects the new password. Browser login works.' },
+        creator_id: userIds.system,
+        created_at: daysAgo(4, 9, 12),
+      },
+      {
+        ticket_id: ticketBySubject.get('VPN access fails after password reset')!.id,
+        transaction_type: 'Comment',
+        data: { body: 'Likely stale cached credentials. Ask user to clear saved VPN profile and confirm MFA prompt.' },
+        creator_id: userIds.dispatcher,
+        created_at: hoursAgo(3),
+      },
+      {
+        ticket_id: ticketBySubject.get('Warehouse scanner ASSET-1042 will not sync inventory')!.id,
+        transaction_type: 'Create',
+        field: 'status',
+        new_value: 'new',
+        creator_id: userIds.system,
+        created_at: daysAgo(2, 10, 15),
+      },
+      {
+        ticket_id: ticketBySubject.get('Warehouse scanner ASSET-1042 will not sync inventory')!.id,
+        transaction_type: 'StatusChange',
+        field: 'status',
+        old_value: 'new',
+        new_value: 'in_progress',
+        creator_id: userIds.technician,
+        created_at: daysAgo(2, 11, 0),
+      },
+      {
+        ticket_id: ticketBySubject.get('Warehouse scanner ASSET-1042 will not sync inventory')!.id,
+        transaction_type: 'Comment',
+        data: { body: 'Device reaches Wi-Fi but sync service returns 409. Pulling logs before factory reset.' },
+        creator_id: userIds.technician,
+        created_at: hoursAgo(1),
+      },
+      {
+        ticket_id: ticketBySubject.get('Badge reader intermittently denies access at north entrance')!.id,
+        transaction_type: 'Create',
+        field: 'status',
+        new_value: 'new',
+        creator_id: userIds.system,
+        created_at: hoursAgo(7),
+      },
+      {
+        ticket_id: ticketBySubject.get('Badge reader intermittently denies access at north entrance')!.id,
+        transaction_type: 'Correspond',
+        data: { body: 'Three employees reported failures between 07:40 and 08:05. Security desk can override manually.' },
+        creator_id: userIds.security,
+        created_at: hoursAgo(6),
+      },
+      {
+        ticket_id: ticketBySubject.get('Conference room display flickers during video calls')!.id,
+        transaction_type: 'Create',
+        field: 'status',
+        new_value: 'new',
+        creator_id: userIds.system,
+        created_at: daysAgo(1, 14, 20),
+      },
+      {
+        ticket_id: ticketBySubject.get('Conference room display flickers during video calls')!.id,
+        transaction_type: 'StatusChange',
+        field: 'status',
+        old_value: 'new',
+        new_value: 'open',
+        creator_id: userIds.facilities,
+        created_at: daysAgo(1, 15, 0),
+      },
+      {
+        ticket_id: ticketBySubject.get('Conference room display flickers during video calls')!.id,
+        transaction_type: 'Comment',
+        data: { body: 'Cable path looks strained. Spare HDMI and USB-C adapters staged in the room.' },
+        creator_id: userIds.facilities,
+        created_at: hoursAgo(4),
+      },
+      {
+        ticket_id: ticketBySubject.get('New hire laptop provisioning for Monday start')!.id,
+        transaction_type: 'Create',
+        field: 'status',
+        new_value: 'new',
+        creator_id: userIds.system,
+        created_at: daysAgo(6, 13, 30),
+      },
+      {
+        ticket_id: ticketBySubject.get('New hire laptop provisioning for Monday start')!.id,
+        transaction_type: 'StatusChange',
+        field: 'status',
+        old_value: 'new',
+        new_value: 'open',
+        creator_id: userIds.dispatcher,
+        created_at: daysAgo(6, 14, 0),
+      },
+      {
+        ticket_id: ticketBySubject.get('New hire laptop provisioning for Monday start')!.id,
+        transaction_type: 'Correspond',
+        data: { body: 'Laptop imaged, account created, and pickup instructions sent to hiring manager.' },
+        creator_id: userIds.dispatcher,
+        created_at: daysAgo(1, 16, 20),
+      },
+      {
+        ticket_id: ticketBySubject.get('New hire laptop provisioning for Monday start')!.id,
+        transaction_type: 'StatusChange',
+        field: 'status',
+        old_value: 'open',
+        new_value: 'resolved',
+        creator_id: userIds.dispatcher,
+        created_at: daysAgo(1, 16, 45),
+      },
+      {
+        ticket_id: ticketBySubject.get('Temperature alert in server closet B')!.id,
+        transaction_type: 'Create',
+        field: 'status',
+        new_value: 'new',
+        creator_id: userIds.system,
+        created_at: hoursAgo(18),
+      },
+      {
+        ticket_id: ticketBySubject.get('Temperature alert in server closet B')!.id,
+        transaction_type: 'StatusChange',
+        field: 'status',
+        old_value: 'new',
+        new_value: 'in_progress',
+        creator_id: userIds.facilities,
+        created_at: hoursAgo(17),
+      },
+      {
+        ticket_id: ticketBySubject.get('Temperature alert in server closet B')!.id,
+        transaction_type: 'Comment',
+        data: { body: 'Portable cooling installed. HVAC vendor scheduled; rack intake is back under threshold.' },
+        creator_id: userIds.facilities,
+        created_at: hoursAgo(2),
+      },
+      {
+        ticket_id: ticketBySubject.get('Quarterly access review export requested')!.id,
+        transaction_type: 'Create',
+        field: 'status',
+        new_value: 'new',
+        creator_id: userIds.system,
+        created_at: daysAgo(9, 10, 0),
+      },
+      {
+        ticket_id: ticketBySubject.get('Quarterly access review export requested')!.id,
+        transaction_type: 'StatusChange',
+        field: 'status',
+        old_value: 'new',
+        new_value: 'closed',
+        creator_id: userIds.security,
+        created_at: daysAgo(3, 11, 20),
+      },
+      {
+        ticket_id: ticketBySubject.get('POS terminal receipt printer jam at front desk')!.id,
+        transaction_type: 'Create',
+        field: 'status',
+        new_value: 'new',
+        creator_id: userIds.system,
+        created_at: hoursAgo(5),
+      },
+      {
+        ticket_id: ticketBySubject.get('POS terminal receipt printer jam at front desk')!.id,
+        transaction_type: 'Correspond',
+        data: { body: 'Front desk can still email receipts, but lunch rush needs a working printer.' },
+        creator_id: userIds.system,
+        created_at: hoursAgo(5),
+      },
+    ];
+
+    await db.insert(transactions).values(txRows);
+
+    const fieldRows = [
+      ['VPN access fails after password reset', impactField.id, 'Medium'],
+      ['VPN access fails after password reset', channelField.id, 'Portal'],
+      ['VPN access fails after password reset', locationField.id, 'Remote'],
+      ['Warehouse scanner ASSET-1042 will not sync inventory', impactField.id, 'High'],
+      ['Warehouse scanner ASSET-1042 will not sync inventory', channelField.id, 'Phone'],
+      ['Warehouse scanner ASSET-1042 will not sync inventory', locationField.id, 'Warehouse A'],
+      ['Warehouse scanner ASSET-1042 will not sync inventory', assetField.id, 'ASSET-1042'],
+      ['Badge reader intermittently denies access at north entrance', impactField.id, 'High'],
+      ['Badge reader intermittently denies access at north entrance', channelField.id, 'Walk-up'],
+      ['Badge reader intermittently denies access at north entrance', locationField.id, 'North entrance'],
+      ['Conference room display flickers during video calls', impactField.id, 'Medium'],
+      ['Conference room display flickers during video calls', channelField.id, 'Email'],
+      ['Conference room display flickers during video calls', locationField.id, 'Room 4B'],
+      ['New hire laptop provisioning for Monday start', impactField.id, 'Low'],
+      ['New hire laptop provisioning for Monday start', channelField.id, 'Portal'],
+      ['New hire laptop provisioning for Monday start', assetField.id, 'ASSET-2201'],
+      ['New hire laptop provisioning for Monday start', outcomeField.id, 'Completed'],
+      ['Temperature alert in server closet B', impactField.id, 'Critical'],
+      ['Temperature alert in server closet B', channelField.id, 'Monitoring'],
+      ['Temperature alert in server closet B', locationField.id, 'Server closet B'],
+      ['Quarterly access review export requested', impactField.id, 'Low'],
+      ['Quarterly access review export requested', channelField.id, 'Portal'],
+      ['Quarterly access review export requested', outcomeField.id, 'Completed'],
+      ['POS terminal receipt printer jam at front desk', impactField.id, 'Medium'],
+      ['POS terminal receipt printer jam at front desk', channelField.id, 'Phone'],
+      ['POS terminal receipt printer jam at front desk', locationField.id, 'Front desk'],
+    ] as const;
+
+    await db.insert(customFieldValues).values(fieldRows.map(([subject, fieldId, value]) => ({
+      ticket_id: ticketBySubject.get(subject)!.id,
+      custom_field_id: fieldId,
+      value,
+    })));
+
+    console.log(`${reset ? 'Reset and seeded' : 'Seeded'} ${demoTickets.length} demo tickets across 4 queues`);
+
+    // ── Dashboard seeding ──
+    const dashboardViews = [
+      { name: 'Open tickets', filters: [{ field: 'status', operator: 'is', value: 'open' }] },
+      { name: 'My tickets', filters: [{ field: 'owner', operator: 'is', value: userIds.dispatcher }] },
+      { name: 'Unassigned', filters: [{ field: 'owner', operator: 'is', value: 'unassigned' }] },
+      { name: 'All tickets', filters: [] },
+    ];
+
+    const viewRecords: Record<string, string> = {};
+    for (const v of dashboardViews) {
+      const [row] = await db.insert(views).values({
+        name: v.name,
+        filters: v.filters,
+        is_public: true,
+      }).returning();
+      if (row) viewRecords[v.name] = row.id;
+    }
+
+    const [dashboard] = await db.insert(dashboards).values({
+      name: 'Support overview',
+      description: 'Daily support team dashboard',
+      is_default: true,
+    }).returning();
+
+    if (dashboard) {
+      const widgetDefs = [
+        { view: 'Open tickets', type: 'count', title: 'Open tickets', x: 0, y: 0, w: 3, h: 1 },
+        { view: 'My tickets', type: 'count', title: 'My tickets', x: 3, y: 0, w: 3, h: 1 },
+        { view: 'Unassigned', type: 'count', title: 'Unassigned', x: 6, y: 0, w: 3, h: 1 },
+        { view: 'All tickets', type: 'count', title: 'Total tickets', x: 9, y: 0, w: 3, h: 1 },
+        { view: 'Open tickets', type: 'status_chart', title: 'Status breakdown', x: 0, y: 1, w: 4, h: 2 },
+        { view: 'Open tickets', type: 'ticket_list', title: 'Recent open', x: 4, y: 1, w: 5, h: 2, config: { limit: 5 } },
+        { view: 'All tickets', type: 'grouped_counts', title: 'By queue', x: 9, y: 1, w: 3, h: 2, config: { group_by: 'queue' } },
+      ];
+
+      for (const w of widgetDefs) {
+        await db.insert(dashboardWidgets).values({
+          dashboard_id: dashboard.id,
+          view_id: viewRecords[w.view],
+          title: w.title,
+          widget_type: w.type,
+          position: { x: w.x, y: w.y, w: w.w, h: w.h },
+          config: w.config ?? {},
+        });
+      }
+
+      console.log(`Seeded dashboard "${dashboard.name}" with ${widgetDefs.length} widgets`);
+    }
+
+    console.log('Demo data ready');
+  } finally {
+    await pool.end();
+  }
+}
+
+main().catch((err) => {
+  console.error(err);
+  process.exit(1);
+});

src/index.ts

@@ -10,6 +10,11 @@ import { createQueuesRouter } from './routes/queues.ts';
 import { createScripsRouter } from './routes/scrips.ts';
 import { createCustomFieldsRouter } from './routes/custom-fields.ts';
 import { createLifecyclesRouter } from './routes/lifecycles.ts';
+import { createUsersRouter } from './routes/users.ts';
+import { createTemplatesRouter } from './routes/templates.ts';
+import { createViewsRouter } from './routes/views.ts';
+import { createDashboardsRouter } from './routes/dashboards.ts';
+import { createTeamsRouter } from './routes/teams.ts';
 
 let db: Db | null = null;
 
@@ -31,6 +36,11 @@ app.route('/queues', createQueuesRouter(getDb()));
 app.route('/scrips', createScripsRouter(getDb()));
 app.route('/custom-fields', createCustomFieldsRouter(getDb()));
 app.route('/lifecycles', createLifecyclesRouter(getDb()));
+app.route('/users', createUsersRouter(getDb()));
+app.route('/templates', createTemplatesRouter(getDb()));
+app.route('/views', createViewsRouter(getDb()));
+app.route('/dashboards', createDashboardsRouter(getDb()));
+app.route('/teams', createTeamsRouter(getDb()));
 
 export default app;
 export { app };
@@ -41,6 +51,7 @@ if (Bun.main === import.meta.path) {
     fetch: app.fetch,
     port: config.SERVER_PORT,
     hostname: config.SERVER_HOST,
+    development: false,
   });
   console.log(`Server running at http://${config.SERVER_HOST}:${config.SERVER_PORT}`);
 }

src/models/queue.ts

@@ -8,4 +8,5 @@ export const CreateQueueSchema = z.object({
   name: z.string().min(1),
   description: z.string().optional(),
   lifecycle_id: z.string().uuid().optional(),
+  team_id: z.string().uuid().nullable().optional(),
 });

src/models/ticket.ts

@@ -7,10 +7,19 @@ export type Ticket = InferSelectModel<typeof tickets>;
 export const CreateTicketSchema = z.object({
   subject: z.string().min(1),
   queue_id: z.string().uuid(),
+  description: z.string().trim().optional(),
+  custom_fields: z.record(z.string(), z.string()).optional(),
 });
 
 export const UpdateTicketSchema = z.object({
   subject: z.string().min(1).optional(),
   status: z.string().min(1).optional(),
-  owner_id: z.string().uuid().optional(),
+  owner_id: z.string().uuid().nullable().optional(),
+  team_id: z.string().uuid().nullable().optional(),
+});
+
+export const CommentSchema = z.object({
+  body: z.string().min(1),
+  creator_id: z.string().optional().default('00000000-0000-0000-0000-000000000000'),
+  internal: z.boolean().optional().default(false),
 });

src/routes/custom-fields.ts

@@ -1,8 +1,17 @@
 import { Hono } from 'hono';
 import { HTTPException } from 'hono/http-exception';
 import type { Db } from '../db/index.ts';
-import { customFields } from '../db/schema.ts';
-import { asc } from 'drizzle-orm';
+import { customFields, queueCustomFields } from '../db/schema.ts';
+import { and, asc, eq } from 'drizzle-orm';
+
+function makeFieldKey(value: string): string {
+  const key = value
+    .trim()
+    .toLowerCase()
+    .replace(/[^a-z0-9]+/g, '_')
+    .replace(/^_+|_+$/g, '');
+  return key || 'field';
+}
 
 export function createCustomFieldsRouter(db: Db): Hono {
   const router = new Hono();
@@ -17,12 +26,14 @@ export function createCustomFieldsRouter(db: Db): Hono {
   router.post('/', async (c) => {
     const body = await c.req.json();
     const { name, field_type, values, max_values, pattern } = body;
+    const key = makeFieldKey(String(body.key ?? name ?? ''));
 
     if (!name || !field_type) {
       throw new HTTPException(400, { message: 'name and field_type are required' });
     }
 
     const [cf] = await db.insert(customFields).values({
+      key,
       name,
       field_type,
       values: values ?? null,
@@ -37,5 +48,94 @@ export function createCustomFieldsRouter(db: Db): Hono {
     return c.json(cf, 201);
   });
 
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.customFields.findFirst({
+      where: eq(customFields.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Custom field not found' });
+    }
+
+    const updateData: Partial<typeof customFields.$inferInsert> = {};
+    if (body.key !== undefined) updateData.key = makeFieldKey(String(body.key));
+    if (body.name !== undefined) updateData.name = String(body.name);
+    if (body.field_type !== undefined) updateData.field_type = String(body.field_type);
+    if (body.values !== undefined) updateData.values = body.values ?? null;
+    if (body.max_values !== undefined) updateData.max_values = Number(body.max_values);
+    if (body.pattern !== undefined) updateData.pattern = body.pattern ? String(body.pattern) : null;
+
+    const [updated] = await db.update(customFields)
+      .set(updateData)
+      .where(eq(customFields.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
+  router.get('/queues/:queueId', async (c) => {
+    const queueId = c.req.param('queueId');
+    const assignments = await db.query.queueCustomFields.findMany({
+      where: eq(queueCustomFields.queue_id, queueId),
+      orderBy: asc(queueCustomFields.sort_order),
+    });
+    const fieldIds = assignments.map((assignment) => assignment.custom_field_id);
+    const fields = fieldIds.length > 0
+      ? await db.query.customFields.findMany({
+          where: (table, { inArray }) => inArray(table.id, fieldIds),
+        })
+      : [];
+    const fieldMap = new Map(fields.map((field) => [field.id, field]));
+
+    return c.json(assignments.map((assignment) => ({
+      ...assignment,
+      custom_field: fieldMap.get(assignment.custom_field_id) ?? null,
+    })));
+  });
+
+  router.post('/queues/:queueId', async (c) => {
+    const queueId = c.req.param('queueId');
+    const body = await c.req.json();
+    const customFieldId = body.custom_field_id;
+
+    if (!customFieldId) {
+      throw new HTTPException(400, { message: 'custom_field_id is required' });
+    }
+
+    const [assignment] = await db.insert(queueCustomFields).values({
+      queue_id: queueId,
+      custom_field_id: customFieldId,
+      sort_order: Number(body.sort_order ?? 0),
+    }).onConflictDoNothing().returning();
+
+    if (assignment) {
+      return c.json(assignment, 201);
+    }
+
+    const existing = await db.query.queueCustomFields.findFirst({
+      where: and(
+        eq(queueCustomFields.queue_id, queueId),
+        eq(queueCustomFields.custom_field_id, customFieldId),
+      ),
+    });
+
+    return c.json(existing, 200);
+  });
+
+  router.delete('/queues/:queueId/:fieldId', async (c) => {
+    const queueId = c.req.param('queueId');
+    const fieldId = c.req.param('fieldId');
+
+    await db.delete(queueCustomFields).where(and(
+      eq(queueCustomFields.queue_id, queueId),
+      eq(queueCustomFields.custom_field_id, fieldId),
+    ));
+
+    return c.json({ ok: true });
+  });
+
   return router;
 }

src/routes/dashboards.ts

@@ -0,0 +1,386 @@
+import { Hono } from 'hono';
+import { HTTPException } from 'hono/http-exception';
+import { asc, eq } from 'drizzle-orm';
+import type { Db } from '../db/index.ts';
+import {
+  dashboards,
+  dashboardWidgets,
+  tickets,
+  customFieldValues,
+  customFields,
+  lifecycles,
+  queues,
+  views,
+} from '../db/schema.ts';
+
+function statusClass(def: { statuses: { initial: string[]; active: string[]; inactive: string[] } }, status: string): string {
+  if (def.statuses.initial.includes(status)) return 'initial';
+  if (def.statuses.active.includes(status)) return 'active';
+  if (def.statuses.inactive.includes(status)) return 'inactive';
+  return 'unknown';
+}
+
+export function createDashboardsRouter(db: Db): Hono {
+  const router = new Hono();
+
+  // ── Dashboards CRUD ──
+
+  router.get('/', async (c) => {
+    const result = await db.query.dashboards.findMany({
+      orderBy: asc(dashboards.name),
+    });
+    return c.json(result);
+  });
+
+  router.post('/', async (c) => {
+    const body = await c.req.json();
+    const name = String(body.name ?? '').trim();
+    if (!name) {
+      throw new HTTPException(400, { message: 'name is required' });
+    }
+
+    const [dashboard] = await db.insert(dashboards).values({
+      name,
+      description: body.description ?? null,
+      team_id: body.team_id || null,
+      layout: body.layout ?? [],
+      is_default: body.is_default ?? false,
+    }).returning();
+
+    if (!dashboard) {
+      throw new HTTPException(500, { message: 'Failed to create dashboard' });
+    }
+
+    return c.json(dashboard, 201);
+  });
+
+  router.get('/:id', async (c) => {
+    const id = c.req.param('id');
+    const dashboard = await db.query.dashboards.findFirst({
+      where: eq(dashboards.id, id),
+    });
+
+    if (!dashboard) {
+      throw new HTTPException(404, { message: 'Dashboard not found' });
+    }
+
+    const widgets = await db.query.dashboardWidgets.findMany({
+      where: eq(dashboardWidgets.dashboard_id, id),
+      orderBy: asc(dashboardWidgets.created_at),
+    });
+
+    return c.json({ ...dashboard, widgets });
+  });
+
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.dashboards.findFirst({
+      where: eq(dashboards.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Dashboard not found' });
+    }
+
+    const updateData: Partial<typeof dashboards.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name).trim();
+    if (body.description !== undefined) updateData.description = body.description ?? null;
+    if (body.layout !== undefined) updateData.layout = body.layout;
+    if (body.team_id !== undefined) updateData.team_id = body.team_id || null;
+    if (body.is_default !== undefined) {
+      updateData.is_default = body.is_default;
+      if (body.is_default) {
+        await db.update(dashboards)
+          .set({ is_default: false })
+          .where(eq(dashboards.is_default, true));
+      }
+    }
+
+    const [updated] = await db.update(dashboards)
+      .set(updateData)
+      .where(eq(dashboards.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
+  router.delete('/:id', async (c) => {
+    const id = c.req.param('id');
+    const existing = await db.query.dashboards.findFirst({
+      where: eq(dashboards.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Dashboard not found' });
+    }
+
+    await db.delete(dashboards).where(eq(dashboards.id, id));
+    return c.json({ ok: true });
+  });
+
+  // ── Widgets CRUD ──
+
+  router.get('/:id/widgets', async (c) => {
+    const dashboardId = c.req.param('id');
+    const result = await db.query.dashboardWidgets.findMany({
+      where: eq(dashboardWidgets.dashboard_id, dashboardId),
+      orderBy: asc(dashboardWidgets.created_at),
+    });
+    return c.json(result);
+  });
+
+  router.post('/:id/widgets', async (c) => {
+    const dashboardId = c.req.param('id');
+    const dashboard = await db.query.dashboards.findFirst({
+      where: eq(dashboards.id, dashboardId),
+    });
+
+    if (!dashboard) {
+      throw new HTTPException(404, { message: 'Dashboard not found' });
+    }
+
+    const body = await c.req.json();
+    const title = String(body.title ?? 'Widget').trim();
+    const widgetType = String(body.widget_type ?? 'count').trim();
+    const viewId = String(body.view_id ?? '').trim();
+
+    if (!viewId) {
+      throw new HTTPException(400, { message: 'view_id is required' });
+    }
+
+    const [widget] = await db.insert(dashboardWidgets).values({
+      dashboard_id: dashboardId,
+      view_id: viewId,
+      title,
+      widget_type: widgetType,
+      position: body.position ?? { x: 0, y: 0, w: 4, h: 2 },
+      config: body.config ?? {},
+    }).returning();
+
+    if (!widget) {
+      throw new HTTPException(500, { message: 'Failed to create widget' });
+    }
+
+    return c.json(widget, 201);
+  });
+
+  router.patch('/:id/widgets/:widgetId', async (c) => {
+    const widgetId = c.req.param('widgetId');
+    const body = await c.req.json();
+
+    const existing = await db.query.dashboardWidgets.findFirst({
+      where: eq(dashboardWidgets.id, widgetId),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Widget not found' });
+    }
+
+    const updateData: Partial<typeof dashboardWidgets.$inferInsert> = {};
+    if (body.title !== undefined) updateData.title = String(body.title).trim();
+    if (body.widget_type !== undefined) updateData.widget_type = String(body.widget_type);
+    if (body.position !== undefined) updateData.position = body.position;
+    if (body.config !== undefined) updateData.config = body.config;
+
+    const [updated] = await db.update(dashboardWidgets)
+      .set(updateData)
+      .where(eq(dashboardWidgets.id, widgetId))
+      .returning();
+
+    return c.json(updated);
+  });
+
+  router.delete('/:id/widgets/:widgetId', async (c) => {
+    const widgetId = c.req.param('widgetId');
+    const existing = await db.query.dashboardWidgets.findFirst({
+      where: eq(dashboardWidgets.id, widgetId),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Widget not found' });
+    }
+
+    await db.delete(dashboardWidgets).where(eq(dashboardWidgets.id, widgetId));
+    return c.json({ ok: true });
+  });
+
+  // ── Widget data endpoint ──
+
+  router.get('/:id/widgets/:widgetId/data', async (c) => {
+    const widgetId = c.req.param('widgetId');
+
+    const widget = await db.query.dashboardWidgets.findFirst({
+      where: eq(dashboardWidgets.id, widgetId),
+    });
+
+    if (!widget) {
+      throw new HTTPException(404, { message: 'Widget not found' });
+    }
+
+    const view = await db.query.views.findFirst({
+      where: eq(views.id, widget.view_id),
+    });
+
+    if (!view) {
+      return c.json({ error: 'View not found' }, 404);
+    }
+
+    // Apply saved view filters
+    const savedFilters = (view.filters ?? []) as { field: string; operator: string; value: string }[];
+    let result = await db.query.tickets.findMany({
+      orderBy: asc(tickets.created_at),
+    });
+
+    for (const f of savedFilters) {
+      if (f.field === 'status') {
+        result = result.filter((t) => t.status === f.value);
+      } else if (f.field === 'queue') {
+        result = result.filter((t) => t.queue_id === f.value);
+      } else if (f.field === 'owner') {
+        result = f.value === 'unassigned'
+          ? result.filter((t) => !t.owner_id)
+          : result.filter((t) => t.owner_id === f.value);
+      } else if (f.field.startsWith('cf.')) {
+        const cfKey = f.field.slice(3);
+        const ticketIds = result.map((t) => t.id);
+        if (ticketIds.length > 0) {
+          const cfValues = await db.query.customFieldValues.findMany({
+            where: (table, { and, inArray, eq }) =>
+              and(
+                inArray(table.ticket_id, ticketIds),
+                eq(table.value, f.value),
+              ),
+          });
+          const matchingIds = new Set(cfValues.map((v) => v.ticket_id));
+          // Also find the field ID for the key
+          const cfField = await db.query.customFields.findFirst({
+            where: eq(customFields.key, cfKey),
+          });
+          if (cfField) {
+            const cfValuesForField = await db.query.customFieldValues.findMany({
+              where: (table, { and, inArray, eq }) =>
+                and(
+                  inArray(table.ticket_id, ticketIds),
+                  eq(table.custom_field_id, cfField.id),
+                  eq(table.value, f.value),
+                ),
+            });
+            const matchSet = new Set(cfValuesForField.map((v) => v.ticket_id));
+            result = result.filter((t) => matchSet.has(t.id));
+          } else {
+            result = result.filter((t) => matchingIds.has(t.id));
+          }
+        }
+      }
+    }
+
+    const limit = (widget.config as Record<string, unknown>)?.limit as number ?? 5;
+
+    // Find lifecycle for status classification
+    const queueIds = [...new Set(result.map((r) => r.queue_id))];
+    const queueRecords = queueIds.length > 0
+      ? await db.query.queues.findMany({
+          where: (table, { inArray }) => inArray(table.id, queueIds),
+        })
+      : [];
+    const lifecycleIds = [...new Set(queueRecords.map((q) => q.lifecycle_id).filter(Boolean))] as string[];
+    const lifecycleRecords = lifecycleIds.length > 0
+      ? await db.query.lifecycles.findMany({
+          where: (table, { inArray }) => inArray(table.id, lifecycleIds),
+        })
+      : [];
+    const lifecycleByQueue = new Map<string, { statuses: { initial: string[]; active: string[]; inactive: string[] } }>();
+    for (const qr of queueRecords) {
+      if (qr.lifecycle_id) {
+        const lc = lifecycleRecords.find((l) => l.id === qr.lifecycle_id);
+        if (lc) lifecycleByQueue.set(qr.id, lc.definition as any);
+      }
+    }
+
+    // Get owner usernames
+    const ownerIds = [...new Set(result.map((t) => t.owner_id).filter(Boolean))] as string[];
+    const ownerUsers = ownerIds.length > 0
+      ? await db.query.users.findMany({
+          where: (table, { inArray }) => inArray(table.id, ownerIds),
+        })
+      : [];
+    const ownerName = new Map(ownerUsers.map((u) => [u.id, u.username]));
+
+    // Get queue names
+    const queueName = new Map(queueRecords.map((q) => [q.id, q.name]));
+
+    switch (widget.widget_type) {
+      case 'count': {
+        return c.json({ type: 'count', total: result.length, title: widget.title, view_id: view.id });
+      }
+
+      case 'ticket_list': {
+        const slice = result.slice(0, limit).map((ticket) => ({
+          id: ticket.id,
+          subject: ticket.subject,
+          status: ticket.status,
+          owner_id: ticket.owner_id,
+          owner_name: ticket.owner_id ? ownerName.get(ticket.owner_id) ?? null : null,
+          queue_name: queueName.get(ticket.queue_id) ?? ticket.queue_id.slice(0, 8),
+          updated_at: ticket.updated_at?.toISOString(),
+        }));
+        return c.json({ type: 'ticket_list', tickets: slice, total: result.length, title: widget.title, view_id: view.id });
+      }
+
+      case 'status_chart': {
+        const counts: Record<string, number> = {};
+        for (const ticket of result) {
+          counts[ticket.status] = (counts[ticket.status] ?? 0) + 1;
+        }
+        return c.json({ type: 'status_chart', counts, total: result.length, title: widget.title, view_id: view.id });
+      }
+
+      case 'grouped_counts': {
+        const groupBy = (widget.config as Record<string, unknown>)?.group_by as string ?? 'owner';
+        const groups: Record<string, number> = {};
+
+        if (groupBy === 'owner') {
+          for (const ticket of result) {
+            const label = ticket.owner_id
+              ? (ownerName.get(ticket.owner_id) ?? ticket.owner_id.slice(0, 8))
+              : 'Unassigned';
+            groups[label] = (groups[label] ?? 0) + 1;
+          }
+        } else if (groupBy === 'queue') {
+          for (const ticket of result) {
+            const label = queueName.get(ticket.queue_id) ?? ticket.queue_id.slice(0, 8);
+            groups[label] = (groups[label] ?? 0) + 1;
+          }
+        } else if (groupBy.startsWith('cf.')) {
+          const cfKey = groupBy.slice(3);
+          const cfField = await db.query.customFields.findFirst({
+            where: eq(customFields.key, cfKey),
+          });
+          if (cfField) {
+            const ticketIds = result.map((t) => t.id);
+            const cfValues = ticketIds.length > 0
+              ? await db.query.customFieldValues.findMany({
+                  where: (table, { and, inArray, eq }) =>
+                    and(
+                      inArray(table.ticket_id, ticketIds),
+                      eq(table.custom_field_id, cfField.id),
+                    ),
+                })
+              : [];
+            for (const v of cfValues) {
+              groups[v.value] = (groups[v.value] ?? 0) + 1;
+            }
+          }
+        }
+        return c.json({ type: 'grouped_counts', groups, total: result.length, group_by: groupBy, title: widget.title, view_id: view.id });
+      }
+
+      default:
+        return c.json({ type: 'count', total: result.length, title: widget.title, view_id: view.id });
+    }
+  });
+
+  return router;
+}

src/routes/lifecycles.ts

@@ -2,7 +2,7 @@ import { Hono } from 'hono';
 import { HTTPException } from 'hono/http-exception';
 import type { Db } from '../db/index.ts';
 import { lifecycles } from '../db/schema.ts';
-import { asc } from 'drizzle-orm';
+import { asc, eq } from 'drizzle-orm';
 
 export function createLifecyclesRouter(db: Db): Hono {
   const router = new Hono();
@@ -34,5 +34,29 @@ export function createLifecyclesRouter(db: Db): Hono {
     return c.json(lifecycle, 201);
   });
 
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.lifecycles.findFirst({
+      where: eq(lifecycles.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Lifecycle not found' });
+    }
+
+    const updateData: Partial<typeof lifecycles.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name);
+    if (body.definition !== undefined) updateData.definition = body.definition;
+
+    const [updated] = await db.update(lifecycles)
+      .set(updateData)
+      .where(eq(lifecycles.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
   return router;
 }

src/routes/queues.ts

@@ -2,7 +2,7 @@ import { Hono } from 'hono';
 import { HTTPException } from 'hono/http-exception';
 import type { Db } from '../db/index.ts';
 import { queues } from '../db/schema.ts';
-import { asc } from 'drizzle-orm';
+import { asc, eq } from 'drizzle-orm';
 import { CreateQueueSchema } from '../models/queue.ts';
 
 export function createQueuesRouter(db: Db): Hono {
@@ -23,6 +23,7 @@ export function createQueuesRouter(db: Db): Hono {
       name: parsed.name,
       description: parsed.description ?? null,
       lifecycle_id: parsed.lifecycle_id ?? null,
+      team_id: parsed.team_id ?? null,
     }).returning();
 
     if (!queue) {
@@ -32,5 +33,31 @@ export function createQueuesRouter(db: Db): Hono {
     return c.json(queue, 201);
   });
 
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.queues.findFirst({
+      where: eq(queues.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Queue not found' });
+    }
+
+    const updateData: Partial<typeof queues.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name);
+    if (body.description !== undefined) updateData.description = body.description ? String(body.description) : null;
+    if (body.lifecycle_id !== undefined) updateData.lifecycle_id = body.lifecycle_id || null;
+    if (body.team_id !== undefined) updateData.team_id = body.team_id || null;
+
+    const [updated] = await db.update(queues)
+      .set(updateData)
+      .where(eq(queues.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
   return router;
 }

src/routes/teams.ts

@@ -0,0 +1,98 @@
+import { Hono } from 'hono';
+import { HTTPException } from 'hono/http-exception';
+import { and, asc, eq, inArray } from 'drizzle-orm';
+import type { Db } from '../db/index.ts';
+import { teams, teamMembers, users, dashboards } from '../db/schema.ts';
+
+export function createTeamsRouter(db: Db): Hono {
+  const router = new Hono();
+
+  // GET /teams — list all with member details
+  router.get('/', async (c) => {
+    const allTeams = await db.query.teams.findMany({
+      orderBy: asc(teams.name),
+    });
+
+    const result = await Promise.all(allTeams.map(async (team) => {
+      const members = await db.query.teamMembers.findMany({
+        where: eq(teamMembers.team_id, team.id),
+      });
+      const memberUsers = members.length > 0
+        ? await db.query.users.findMany({
+            where: (table, { inArray }) => inArray(table.id, members.map((m) => m.user_id)),
+          })
+        : [];
+      return { ...team, members: memberUsers };
+    }));
+
+    return c.json(result);
+  });
+
+  // POST /teams
+  router.post('/', async (c) => {
+    const body = await c.req.json();
+    const name = String(body.name ?? '').trim();
+    if (!name) throw new HTTPException(400, { message: 'name is required' });
+
+    const [team] = await db.insert(teams).values({
+      name,
+      description: body.description ?? null,
+    }).returning();
+    if (!team) throw new HTTPException(500, { message: 'Failed to create team' });
+    return c.json(team, 201);
+  });
+
+  // PATCH /teams/:id
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+    const existing = await db.query.teams.findFirst({ where: eq(teams.id, id) });
+    if (!existing) throw new HTTPException(404, { message: 'Team not found' });
+
+    const updateData: Partial<typeof teams.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name).trim();
+    if (body.description !== undefined) updateData.description = body.description ?? null;
+
+    const [updated] = await db.update(teams).set(updateData).where(eq(teams.id, id)).returning();
+    return c.json(updated);
+  });
+
+  // DELETE /teams/:id
+  router.delete('/:id', async (c) => {
+    const id = c.req.param('id');
+    const existing = await db.query.teams.findFirst({ where: eq(teams.id, id) });
+    if (!existing) throw new HTTPException(404, { message: 'Team not found' });
+    await db.delete(teams).where(eq(teams.id, id));
+    return c.json({ ok: true });
+  });
+
+  // POST /teams/:id/members — add member
+  router.post('/:id/members', async (c) => {
+    const teamId = c.req.param('id');
+    const body = await c.req.json();
+    const userId = String(body.user_id ?? '').trim();
+    if (!userId) throw new HTTPException(400, { message: 'user_id is required' });
+
+    const team = await db.query.teams.findFirst({ where: eq(teams.id, teamId) });
+    if (!team) throw new HTTPException(404, { message: 'Team not found' });
+
+    const [member] = await db.insert(teamMembers).values({
+      team_id: teamId,
+      user_id: userId,
+    }).returning();
+    if (!member) throw new HTTPException(500, { message: 'Failed to add member' });
+    return c.json(member, 201);
+  });
+
+  // DELETE /teams/:id/members/:userId
+  router.delete('/:id/members/:userId', async (c) => {
+    const teamId = c.req.param('id');
+    const userId = c.req.param('userId');
+    await db.delete(teamMembers).where(
+      and(eq(teamMembers.team_id, teamId), eq(teamMembers.user_id, userId))
+    );
+    return c.json({ ok: true });
+  });
+
+  return router;
+}

src/routes/templates.ts

@@ -0,0 +1,189 @@
+import { Hono } from 'hono';
+import { HTTPException } from 'hono/http-exception';
+import { asc, desc, eq } from 'drizzle-orm';
+import type { Db } from '../db/index.ts';
+import { customFieldValues, queues, templates, tickets, transactions } from '../db/schema.ts';
+import { TemplateRenderer } from '../scrip/templates.ts';
+import type { TemplateContext } from '../scrip/templates.ts';
+
+function buildDemoContext(): TemplateContext {
+  return {
+    ticket: {
+      id: 1001,
+      subject: 'Replace access badge reader',
+      status: 'open',
+      queue_id: 'demo-queue',
+      owner_id: null,
+      creator_id: 'demo-user',
+      created_at: new Date('2026-06-08T08:00:00.000Z').toISOString(),
+      updated_at: new Date('2026-06-08T09:15:00.000Z').toISOString(),
+    },
+    queue: { name: 'Support Desk' },
+    transaction: {
+      type: 'StatusChange',
+      field: 'status',
+      old_value: 'new',
+      new_value: 'open',
+    },
+    custom_fields: {
+      impact: 'High',
+      location: 'HQ 2nd floor',
+      channel: 'Portal',
+    },
+  };
+}
+
+async function buildTicketContext(db: Db, ticketId: number): Promise<TemplateContext> {
+  const ticket = await db.query.tickets.findFirst({
+    where: eq(tickets.id, ticketId),
+  });
+
+  if (!ticket) {
+    throw new HTTPException(404, { message: 'Ticket not found' });
+  }
+
+  const queue = await db.query.queues.findFirst({
+    where: eq(queues.id, ticket.queue_id),
+  });
+  const latestTx = await db.query.transactions.findFirst({
+    where: eq(transactions.ticket_id, ticket.id),
+    orderBy: desc(transactions.created_at),
+  });
+  const cfValues = await db.query.customFieldValues.findMany({
+    where: eq(customFieldValues.ticket_id, ticket.id),
+  });
+  const fieldIds = [...new Set(cfValues.map((value) => value.custom_field_id))];
+  const fields = fieldIds.length > 0
+    ? await db.query.customFields.findMany({
+        where: (table, { inArray }) => inArray(table.id, fieldIds),
+      })
+    : [];
+  const fieldById = new Map(fields.map((field) => [field.id, field]));
+  const customFieldsMap: Record<string, string> = {};
+
+  for (const value of cfValues) {
+    const field = fieldById.get(value.custom_field_id);
+    if (field) customFieldsMap[field.key] = value.value;
+  }
+
+  return {
+    ticket: {
+      id: ticket.id,
+      subject: ticket.subject,
+      status: ticket.status,
+      queue_id: ticket.queue_id,
+      owner_id: ticket.owner_id,
+      creator_id: ticket.creator_id,
+      created_at: ticket.created_at?.toISOString() ?? new Date().toISOString(),
+      updated_at: ticket.updated_at?.toISOString() ?? new Date().toISOString(),
+    },
+    queue: {
+      name: queue?.name ?? 'unknown',
+    },
+    transaction: {
+      type: latestTx?.transaction_type ?? 'Preview',
+      field: latestTx?.field ?? null,
+      old_value: latestTx?.old_value ?? null,
+      new_value: latestTx?.new_value ?? null,
+    },
+    custom_fields: customFieldsMap,
+  };
+}
+
+export function createTemplatesRouter(db: Db): Hono {
+  const router = new Hono();
+  const renderer = new TemplateRenderer();
+
+  router.get('/', async (c) => {
+    const result = await db.query.templates.findMany({
+      orderBy: asc(templates.name),
+    });
+    return c.json(result);
+  });
+
+  router.post('/', async (c) => {
+    const body = await c.req.json();
+    const name = String(body.name ?? '').trim();
+    const subjectTemplate = String(body.subject_template ?? '');
+    const bodyTemplate = String(body.body_template ?? '');
+
+    if (!name || !subjectTemplate || !bodyTemplate) {
+      throw new HTTPException(400, { message: 'name, subject_template, and body_template are required' });
+    }
+
+    const [template] = await db.insert(templates).values({
+      name,
+      queue_id: body.queue_id || null,
+      subject_template: subjectTemplate,
+      body_template: bodyTemplate,
+    }).returning();
+
+    if (!template) {
+      throw new HTTPException(500, { message: 'Failed to create template' });
+    }
+
+    return c.json(template, 201);
+  });
+
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.templates.findFirst({
+      where: eq(templates.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Template not found' });
+    }
+
+    const updateData: Partial<typeof templates.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name).trim();
+    if (body.queue_id !== undefined) updateData.queue_id = body.queue_id || null;
+    if (body.subject_template !== undefined) updateData.subject_template = String(body.subject_template);
+    if (body.body_template !== undefined) updateData.body_template = String(body.body_template);
+
+    const [updated] = await db.update(templates)
+      .set(updateData)
+      .where(eq(templates.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
+  router.delete('/:id', async (c) => {
+    const id = c.req.param('id');
+
+    const existing = await db.query.templates.findFirst({
+      where: eq(templates.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'Template not found' });
+    }
+
+    await db.delete(templates).where(eq(templates.id, id));
+    return c.json({ ok: true });
+  });
+
+  router.post('/preview', async (c) => {
+    const body = await c.req.json();
+    const subjectTemplate = String(body.subject_template ?? '');
+    const bodyTemplate = String(body.body_template ?? '');
+    const ticketId = body.ticket_id === undefined || body.ticket_id === null || body.ticket_id === ''
+      ? null
+      : Number(body.ticket_id);
+
+    if (!subjectTemplate || !bodyTemplate) {
+      throw new HTTPException(400, { message: 'subject_template and body_template are required' });
+    }
+
+    const context = ticketId ? await buildTicketContext(db, ticketId) : buildDemoContext();
+    return c.json({
+      ...renderer.render(subjectTemplate, bodyTemplate, context),
+      context,
+    });
+  });
+
+  return router;
+}

src/routes/tickets.ts

@@ -1,9 +1,9 @@
 import { Hono } from 'hono';
 import { HTTPException } from 'hono/http-exception';
 import type { Db } from '../db/index.ts';
-import { tickets, transactions, customFieldValues, customFields, queues, lifecycles } from '../db/schema.ts';
-import { eq, asc } from 'drizzle-orm';
-import { CreateTicketSchema, UpdateTicketSchema } from '../models/ticket.ts';
+import { tickets, transactions, customFieldValues, customFields, queues, lifecycles, queueCustomFields, teamMembers } from '../db/schema.ts';
+import { and, eq, asc, or, ilike, isNull, inArray, exists, sql } from 'drizzle-orm';
+import { CreateTicketSchema, UpdateTicketSchema, CommentSchema } from '../models/ticket.ts';
 import { ScripEngine } from '../scrip/engine.ts';
 import { LifecycleValidator } from '../lifecycle/validator.ts';
 import type { LifecycleDefinition } from '../lifecycle/validator.ts';
@@ -13,55 +13,269 @@ export function createTicketsRouter(db: Db): Hono {
   const scripEngine = new ScripEngine(db);
   const lifecycleValidator = new LifecycleValidator();
 
+  function statusClass(def: LifecycleDefinition, status: string): 'initial' | 'active' | 'inactive' | 'unknown' {
+    if (def.statuses.initial.includes(status)) return 'initial';
+    if (def.statuses.active.includes(status)) return 'active';
+    if (def.statuses.inactive.includes(status)) return 'inactive';
+    return 'unknown';
+  }
+
   // GET / — list tickets
   router.get('/', async (c) => {
+    const params = new URL(c.req.url).searchParams;
     const queueId = c.req.query('queue_id');
     const status = c.req.query('status');
+    const ownerId = c.req.query('owner_id');
+    const teamId = c.req.query('team_id');
+    const query = c.req.query('q')?.trim() ?? '';
+    const limit = c.req.query('limit') ? Number(c.req.query('limit')) : undefined;
+    const cfFilters = [...params.entries()]
+      .filter(([key, value]) => key.startsWith('cf.') && value.trim())
+      .map(([key, value]) => ({
+        key: key.slice(3),
+        value: value.trim(),
+      }));
+
+    // Build SQL WHERE conditions
+    const conditions: ReturnType<typeof eq>[] = [];
+
+    if (queueId) {
+      conditions.push(eq(tickets.queue_id, queueId));
+    }
+    if (status) {
+      conditions.push(eq(tickets.status, status));
+    }
+    if (ownerId) {
+      conditions.push(
+        ownerId === 'unassigned' ? isNull(tickets.owner_id) : eq(tickets.owner_id, ownerId)
+      );
+    }
+    if (teamId) {
+      // Resolve team members and filter tickets by those owner_ids
+      const members = await db.query.teamMembers.findMany({
+        where: eq(teamMembers.team_id, teamId),
+      });
+      const memberIds = members.map((m) => m.user_id);
+      if (memberIds.length > 0) {
+        conditions.push(inArray(tickets.owner_id, memberIds));
+      } else {
+        conditions.push(isNull(tickets.owner_id)); // empty team = no results
+      }
+    }
+
+    // Text search: push to SQL via ilike on ticket columns + queue name join
+    if (query) {
+      const pattern = `%${query}%`;
+      conditions.push(
+        or(
+          ilike(tickets.subject, pattern),
+          ilike(tickets.status, pattern),
+          sql`${tickets.id}::text ILIKE ${pattern}`
+        )!
+      );
+      // Queue name search requires join — keep as post-filter
+    }
+
+    // Custom field filters: use EXISTS subquery
+    for (const cf of cfFilters) {
+      conditions.push(
+        exists(
+          db.select({ n: sql`1` })
+            .from(customFieldValues)
+            .innerJoin(customFields, eq(customFieldValues.custom_field_id, customFields.id))
+            .where(
+              and(
+                eq(customFieldValues.ticket_id, tickets.id),
+                eq(customFields.key, cf.key),
+                eq(customFieldValues.value, cf.value)
+              )
+            )
+        )
+      );
+    }
 
     const result = await db.query.tickets.findMany({
-      where: (t, { and, eq }) => {
-        const conditions = [];
-        if (queueId) conditions.push(eq(t.queue_id, queueId));
-        if (status) conditions.push(eq(t.status, status));
-        return conditions.length > 0 ? and(...conditions) : undefined;
-      },
+      where: conditions.length > 0 ? and(...conditions) : undefined,
       orderBy: asc(tickets.created_at),
+      limit,
     });
 
-    return c.json(result);
+    // Post-filter for queue name text search (requires in-memory join)
+    let filtered = result;
+    if (query) {
+      const queuesForSearch = await db.query.queues.findMany();
+      const queueNameById = new Map(queuesForSearch.map((queue) => [queue.id, queue.name]));
+      filtered = result.filter((ticket) =>
+        (queueNameById.get(ticket.queue_id) ?? '').toLowerCase().includes(query.toLowerCase())
+      );
+    }
+
+    // Attach custom field values to all tickets
+    if (filtered.length > 0) {
+      const ticketIds = filtered.map((t) => t.id);
+      const allCfValues = await db.query.customFieldValues.findMany({
+        where: (table, { inArray }) => inArray(table.ticket_id, ticketIds),
+      });
+      const fieldIds = [...new Set(allCfValues.map((v) => v.custom_field_id))];
+      const allFields = fieldIds.length > 0
+        ? await db.query.customFields.findMany({
+            where: (table, { inArray }) => inArray(table.id, fieldIds),
+          })
+        : [];
+      const fieldMap = new Map(allFields.map((f) => [f.id, f]));
+
+      const ticketsWithCf = filtered.map((ticket) => {
+        const cfs = allCfValues
+          .filter((v) => v.ticket_id === ticket.id)
+          .map((v) => ({
+            id: v.id,
+            custom_field_id: v.custom_field_id,
+            ticket_id: v.ticket_id,
+            value: v.value,
+            created_at: v.created_at?.toISOString(),
+            custom_field: fieldMap.has(v.custom_field_id) ? {
+              id: v.custom_field_id,
+              key: fieldMap.get(v.custom_field_id)!.key,
+              name: fieldMap.get(v.custom_field_id)!.name,
+              field_type: fieldMap.get(v.custom_field_id)!.field_type,
+              values: fieldMap.get(v.custom_field_id)!.values,
+              max_values: fieldMap.get(v.custom_field_id)!.max_values,
+              pattern: fieldMap.get(v.custom_field_id)!.pattern,
+            } : undefined,
+          }));
+        return { ...ticket, custom_fields: cfs };
+      });
+
+      return c.json(ticketsWithCf);
+    }
+
+    return c.json(filtered);
   });
 
   // POST / — create ticket
   router.post('/', async (c) => {
     const body = await c.req.json();
     const parsed = CreateTicketSchema.parse(body);
+    const creatorId = '00000000-0000-0000-0000-000000000000';
+    const customFieldInput = parsed.custom_fields ?? {};
+    const customFieldEntries = Object.entries(customFieldInput)
+      .map(([fieldId, value]) => [fieldId, value.trim()] as const)
+      .filter(([, value]) => value);
+    const queue = await db.query.queues.findFirst({
+      where: eq(queues.id, parsed.queue_id),
+    });
+
+    if (!queue) {
+      throw new HTTPException(422, { message: 'Queue not found' });
+    }
+
+    let initialStatus = 'new';
+    if (queue.lifecycle_id) {
+      const lifecycle = await db.query.lifecycles.findFirst({
+        where: eq(lifecycles.id, queue.lifecycle_id),
+      });
+      const definition = lifecycle?.definition as LifecycleDefinition | undefined;
+      initialStatus = definition?.statuses.initial[0] ?? initialStatus;
+    }
+
+    let assignedFields: typeof customFields.$inferSelect[] = [];
+    if (customFieldEntries.length > 0) {
+      const assignments = await db.query.queueCustomFields.findMany({
+        where: eq(queueCustomFields.queue_id, parsed.queue_id),
+      });
+      const assignedIds = new Set(assignments.map((assignment) => assignment.custom_field_id));
+      const requestedIds = customFieldEntries.map(([fieldId]) => fieldId);
+
+      for (const fieldId of requestedIds) {
+        if (!assignedIds.has(fieldId)) {
+          throw new HTTPException(422, { message: 'Custom field is not assigned to this queue' });
+        }
+      }
+
+      assignedFields = await db.query.customFields.findMany({
+        where: (table, { inArray }) => inArray(table.id, requestedIds),
+      });
+      const fieldById = new Map(assignedFields.map((field) => [field.id, field]));
+
+      for (const [fieldId, value] of customFieldEntries) {
+        const field = fieldById.get(fieldId);
+        if (!field) {
+          throw new HTTPException(422, { message: 'Custom field not found' });
+        }
+        if (Array.isArray(field.values) && field.values.length > 0) {
+          const allowed = new Set(field.values.map((option) => String(option)));
+          if (!allowed.has(value)) {
+            throw new HTTPException(422, { message: `${field.name}: value is not an allowed option` });
+          }
+        }
+        if (field.pattern) {
+          const regex = new RegExp(field.pattern);
+          if (!regex.test(value)) {
+            throw new HTTPException(422, { message: `${field.name}: value does not match the required pattern` });
+          }
+        }
+      }
+    }
 
     const [ticket] = await db.insert(tickets).values({
       subject: parsed.subject,
       queue_id: parsed.queue_id,
-      status: 'new',
-      creator_id: '00000000-0000-0000-0000-000000000000',
+      status: initialStatus,
+      creator_id: creatorId,
+      team_id: (queue as any).team_id ?? null,
     }).returning();
 
     if (!ticket) {
       throw new HTTPException(500, { message: 'Failed to create ticket' });
     }
 
-    // Record transaction
-    await db.insert(transactions).values({
+    const txList = [
+      {
         ticket_id: ticket.id,
         transaction_type: 'Create',
         field: 'status',
-      new_value: 'new',
-      creator_id: '00000000-0000-0000-0000-000000000000',
-    });
+        new_value: initialStatus,
+        creator_id: creatorId,
+      },
+    ];
 
-    return c.json(ticket, 201);
+    if (parsed.description) {
+      txList.push({
+        ticket_id: ticket.id,
+        transaction_type: 'Correspond',
+        field: null,
+        new_value: null,
+        data: { body: parsed.description },
+        creator_id: creatorId,
+      } as any);
+    }
+
+    const fieldById = new Map(assignedFields.map((field) => [field.id, field]));
+    for (const [fieldId, value] of customFieldEntries) {
+      await db.insert(customFieldValues).values({
+        ticket_id: ticket.id,
+        custom_field_id: fieldId,
+        value,
+      });
+      txList.push({
+        ticket_id: ticket.id,
+        transaction_type: 'CustomFieldChange',
+        field: fieldById.get(fieldId)?.key ?? fieldId,
+        new_value: value,
+        creator_id: creatorId,
+      } as any);
+    }
+
+    const createdTransactions = await db.insert(transactions).values(txList as any).returning();
+    const prepared = await scripEngine.prepare(ticket.id, createdTransactions as any);
+    const results = await scripEngine.commit(prepared);
+
+    return c.json({ ticket, scrip_results: results }, 201);
   });
 
   // GET /:id — get ticket with custom field values
   router.get('/:id', async (c) => {
-    const id = c.req.param('id');
+    const id = Number(c.req.param('id'));
 
     const ticket = await db.query.tickets.findFirst({
       where: eq(tickets.id, id),
@@ -92,7 +306,7 @@ export function createTicketsRouter(db: Db): Hono {
 
   // PATCH /:id — update ticket
   router.patch('/:id', async (c) => {
-    const id = c.req.param('id');
+    const id = Number(c.req.param('id'));
     const body = await c.req.json();
     const parsed = UpdateTicketSchema.parse(body);
 
@@ -104,6 +318,8 @@ export function createTicketsRouter(db: Db): Hono {
       throw new HTTPException(404, { message: 'Ticket not found' });
     }
 
+    let lifecycleDef: LifecycleDefinition | null = null;
+
     // Validate lifecycle transition if status is changing
     if (parsed.status) {
       const queue = await db.query.queues.findFirst({
@@ -116,8 +332,8 @@ export function createTicketsRouter(db: Db): Hono {
         });
 
         if (lifecycle) {
-          const def = lifecycle.definition as LifecycleDefinition;
-          const result = lifecycleValidator.validateTransition(def, ticket.status, parsed.status);
+          lifecycleDef = lifecycle.definition as LifecycleDefinition;
+          const result = lifecycleValidator.validateTransition(lifecycleDef, ticket.status, parsed.status);
           if (!result.valid) {
             throw new HTTPException(422, { message: result.error ?? 'Invalid transition' });
           }
@@ -149,7 +365,7 @@ export function createTicketsRouter(db: Db): Hono {
       });
     }
 
-    if (parsed.owner_id && parsed.owner_id !== ticket.owner_id) {
+    if (parsed.owner_id !== undefined && parsed.owner_id !== ticket.owner_id) {
       txList.push({
         ticket_id: id,
         transaction_type: 'SetOwner' as const,
@@ -160,11 +376,43 @@ export function createTicketsRouter(db: Db): Hono {
       });
     }
 
+    if (parsed.team_id !== undefined && parsed.team_id !== (ticket as any).team_id) {
+      txList.push({
+        ticket_id: id,
+        transaction_type: 'SetTeam' as const,
+        field: 'team_id',
+        old_value: (ticket as any).team_id ?? null,
+        new_value: parsed.team_id,
+        creator_id: '00000000-0000-0000-0000-000000000000',
+      });
+    }
+
     // Update the ticket
     const updateData: Record<string, unknown> = {};
     if (parsed.subject) updateData.subject = parsed.subject;
-    if (parsed.status) updateData.status = parsed.status;
-    if (parsed.owner_id) updateData.owner_id = parsed.owner_id;
+    if (parsed.status) {
+      updateData.status = parsed.status;
+
+      if (lifecycleDef && parsed.status !== ticket.status) {
+        const fromClass = statusClass(lifecycleDef, ticket.status);
+        const toClass = statusClass(lifecycleDef, parsed.status);
+        const now = new Date();
+
+        if (fromClass === 'initial' && (toClass === 'active' || toClass === 'inactive') && !ticket.started_at) {
+          updateData.started_at = now;
+        }
+
+        if ((fromClass === 'initial' || fromClass === 'active') && toClass === 'inactive') {
+          updateData.resolved_at = now;
+        }
+
+        if (fromClass === 'inactive' && toClass !== 'inactive') {
+          updateData.resolved_at = null;
+        }
+      }
+    }
+    if (parsed.owner_id !== undefined) updateData.owner_id = parsed.owner_id;
+    if (parsed.team_id !== undefined) updateData.team_id = parsed.team_id;
     updateData.updated_at = new Date();
 
     const [updated] = await db.update(tickets)
@@ -186,7 +434,7 @@ export function createTicketsRouter(db: Db): Hono {
 
   // POST /:id/preview — dry-run scrips
   router.post('/:id/preview', async (c) => {
-    const id = c.req.param('id');
+    const id = Number(c.req.param('id'));
     const body = await c.req.json();
     const parsed = UpdateTicketSchema.parse(body);
 
@@ -198,6 +446,26 @@ export function createTicketsRouter(db: Db): Hono {
       throw new HTTPException(404, { message: 'Ticket not found' });
     }
 
+    if (parsed.status) {
+      const queue = await db.query.queues.findFirst({
+        where: eq(queues.id, ticket.queue_id),
+      });
+
+      if (queue?.lifecycle_id) {
+        const lifecycle = await db.query.lifecycles.findFirst({
+          where: eq(lifecycles.id, queue.lifecycle_id),
+        });
+
+        if (lifecycle) {
+          const lifecycleDef = lifecycle.definition as LifecycleDefinition;
+          const result = lifecycleValidator.validateTransition(lifecycleDef, ticket.status, parsed.status);
+          if (!result.valid) {
+            throw new HTTPException(422, { message: result.error ?? 'Invalid transition' });
+          }
+        }
+      }
+    }
+
     const txList: any[] = [];
 
     if (parsed.status && parsed.status !== ticket.status) {
@@ -221,7 +489,7 @@ export function createTicketsRouter(db: Db): Hono {
 
   // GET /:id/transactions — list transactions for ticket
   router.get('/:id/transactions', async (c) => {
-    const id = c.req.param('id');
+    const id = Number(c.req.param('id'));
 
     const result = await db.query.transactions.findMany({
       where: eq(transactions.ticket_id, id),
@@ -231,5 +499,128 @@ export function createTicketsRouter(db: Db): Hono {
     return c.json(result);
   });
 
+  // POST /:id/comment — add a comment (reply or internal note)
+  router.post('/:id/comment', async (c) => {
+    const id = Number(c.req.param('id'));
+    const body = await c.req.json();
+    const parsed = CommentSchema.parse(body);
+
+    const ticket = await db.query.tickets.findFirst({
+      where: eq(tickets.id, id),
+    });
+
+    if (!ticket) {
+      throw new HTTPException(404, { message: 'Ticket not found' });
+    }
+
+    const transactionType = parsed.internal ? 'Comment' : 'Correspond';
+
+    const [tx] = await db.insert(transactions).values({
+      ticket_id: id,
+      transaction_type: transactionType,
+      data: { body: parsed.body },
+      creator_id: parsed.creator_id,
+    }).returning();
+
+    if (!tx) {
+      throw new HTTPException(500, { message: 'Failed to create comment' });
+    }
+
+    // Run scrips
+    const txList = [tx];
+    const prepared = await scripEngine.prepare(id, txList as any);
+    await scripEngine.commit(prepared);
+
+    return c.json(tx, 201);
+  });
+
+  // PATCH /:id/custom-fields/:fieldId — set or clear a custom field value
+  router.patch('/:id/custom-fields/:fieldId', async (c) => {
+    const id = Number(c.req.param('id'));
+    const fieldId = c.req.param('fieldId');
+    const body = await c.req.json();
+    const value = typeof body.value === 'string' ? body.value.trim() : '';
+
+    const ticket = await db.query.tickets.findFirst({
+      where: eq(tickets.id, id),
+    });
+
+    if (!ticket) {
+      throw new HTTPException(404, { message: 'Ticket not found' });
+    }
+
+    const assignment = await db.query.queueCustomFields.findFirst({
+      where: and(
+        eq(queueCustomFields.queue_id, ticket.queue_id),
+        eq(queueCustomFields.custom_field_id, fieldId),
+      ),
+    });
+
+    if (!assignment) {
+      throw new HTTPException(422, { message: 'Custom field is not assigned to this ticket queue' });
+    }
+
+    const field = await db.query.customFields.findFirst({
+      where: eq(customFields.id, fieldId),
+    });
+
+    if (!field) {
+      throw new HTTPException(404, { message: 'Custom field not found' });
+    }
+
+    if (value && Array.isArray(field.values) && field.values.length > 0) {
+      const allowed = new Set(field.values.map((option) => String(option)));
+      if (!allowed.has(value)) {
+        throw new HTTPException(422, { message: `${field.name}: value is not an allowed option` });
+      }
+    }
+
+    if (value && field.pattern) {
+      const regex = new RegExp(field.pattern);
+      if (!regex.test(value)) {
+        throw new HTTPException(422, { message: `${field.name}: value does not match the required pattern` });
+      }
+    }
+
+    const existing = await db.query.customFieldValues.findMany({
+      where: and(
+        eq(customFieldValues.ticket_id, id),
+        eq(customFieldValues.custom_field_id, fieldId),
+      ),
+    });
+    const oldValue = existing.map((item) => item.value).join(', ');
+
+    await db.delete(customFieldValues).where(and(
+      eq(customFieldValues.ticket_id, id),
+      eq(customFieldValues.custom_field_id, fieldId),
+    ));
+
+    if (value) {
+      await db.insert(customFieldValues).values({
+        ticket_id: id,
+        custom_field_id: fieldId,
+        value,
+      });
+    }
+
+    await db.update(tickets)
+      .set({ updated_at: new Date() } as any)
+      .where(eq(tickets.id, id));
+
+    const [tx] = await db.insert(transactions).values({
+      ticket_id: id,
+      transaction_type: 'CustomFieldChange',
+      field: field.key,
+      old_value: oldValue || null,
+      new_value: value || null,
+      creator_id: '00000000-0000-0000-0000-000000000000',
+    }).returning();
+
+    const prepared = await scripEngine.prepare(id, [tx] as any);
+    await scripEngine.commit(prepared);
+
+    return c.json(tx, 200);
+  });
+
   return router;
 }

src/routes/users.ts

@@ -0,0 +1,78 @@
+import { Hono } from 'hono';
+import { HTTPException } from 'hono/http-exception';
+import { asc, eq } from 'drizzle-orm';
+import type { Db } from '../db/index.ts';
+import { users } from '../db/schema.ts';
+
+export function createUsersRouter(db: Db): Hono {
+  const router = new Hono();
+
+  router.get('/', async (c) => {
+    const result = await db.query.users.findMany({
+      orderBy: asc(users.username),
+    });
+    return c.json(result);
+  });
+
+  router.post('/', async (c) => {
+    const body = await c.req.json();
+    const username = String(body.username ?? '').trim();
+    const email = body.email ? String(body.email).trim() : null;
+
+    if (!username) {
+      throw new HTTPException(400, { message: 'username is required' });
+    }
+
+    const [user] = await db.insert(users).values({
+      username,
+      email,
+    }).returning();
+
+    if (!user) {
+      throw new HTTPException(500, { message: 'Failed to create user' });
+    }
+
+    return c.json(user, 201);
+  });
+
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.users.findFirst({
+      where: eq(users.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'User not found' });
+    }
+
+    const updateData: Partial<typeof users.$inferInsert> = {};
+    if (body.username !== undefined) updateData.username = String(body.username).trim();
+    if (body.email !== undefined) updateData.email = body.email ? String(body.email).trim() : null;
+
+    const [updated] = await db.update(users)
+      .set(updateData)
+      .where(eq(users.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
+  router.delete('/:id', async (c) => {
+    const id = c.req.param('id');
+
+    const existing = await db.query.users.findFirst({
+      where: eq(users.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'User not found' });
+    }
+
+    await db.delete(users).where(eq(users.id, id));
+    return c.json({ ok: true });
+  });
+
+  return router;
+}

src/routes/views.ts

@@ -0,0 +1,84 @@
+import { Hono } from 'hono';
+import { HTTPException } from 'hono/http-exception';
+import { asc, eq } from 'drizzle-orm';
+import type { Db } from '../db/index.ts';
+import { views } from '../db/schema.ts';
+
+export function createViewsRouter(db: Db): Hono {
+  const router = new Hono();
+
+  router.get('/', async (c) => {
+    const result = await db.query.views.findMany({
+      orderBy: asc(views.name),
+    });
+    return c.json(result);
+  });
+
+  router.post('/', async (c) => {
+    const body = await c.req.json();
+    const name = String(body.name ?? '').trim();
+
+    if (!name) {
+      throw new HTTPException(400, { message: 'name is required' });
+    }
+
+    const [view] = await db.insert(views).values({
+      name,
+      filters: body.filters ?? [],
+      sort_key: body.sort_key ?? 'updated',
+      columns: body.columns ?? [],
+      is_public: body.is_public ?? false,
+      creator_id: body.creator_id || null,
+    }).returning();
+
+    if (!view) {
+      throw new HTTPException(500, { message: 'Failed to create view' });
+    }
+
+    return c.json(view, 201);
+  });
+
+  router.patch('/:id', async (c) => {
+    const id = c.req.param('id');
+    const body = await c.req.json();
+
+    const existing = await db.query.views.findFirst({
+      where: eq(views.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'View not found' });
+    }
+
+    const updateData: Partial<typeof views.$inferInsert> = {};
+    if (body.name !== undefined) updateData.name = String(body.name).trim();
+    if (body.filters !== undefined) updateData.filters = body.filters;
+    if (body.sort_key !== undefined) updateData.sort_key = body.sort_key;
+    if (body.columns !== undefined) updateData.columns = body.columns;
+    if (body.is_public !== undefined) updateData.is_public = body.is_public;
+
+    const [updated] = await db.update(views)
+      .set(updateData)
+      .where(eq(views.id, id))
+      .returning();
+
+    return c.json(updated);
+  });
+
+  router.delete('/:id', async (c) => {
+    const id = c.req.param('id');
+
+    const existing = await db.query.views.findFirst({
+      where: eq(views.id, id),
+    });
+
+    if (!existing) {
+      throw new HTTPException(404, { message: 'View not found' });
+    }
+
+    await db.delete(views).where(eq(views.id, id));
+    return c.json({ ok: true });
+  });
+
+  return router;
+}

src/scrip/actions.ts

@@ -1,8 +1,11 @@
 import nodemailer from 'nodemailer';
 import type { Transporter } from 'nodemailer';
+import Handlebars from 'handlebars';
 import { config } from '../config.ts';
 import type { Db } from '../db/index.ts';
-import { customFieldValues, transactions } from '../db/schema.ts';
+import * as schema from '../db/schema.ts';
+import { customFieldValues, tickets, transactions, users } from '../db/schema.ts';
+import { and, eq, inArray } from 'drizzle-orm';
 
 export interface ActionExecutor {
   execute(payload: ActionPayload): Promise<{ success: boolean; message: string }>;
@@ -13,7 +16,7 @@ export interface ActionPayload {
   scripName: string;
   actionType: string;
   actionConfig: Record<string, unknown>;
-  ticketId?: string;
+  ticketId?: number;
   recipients?: string[];
   subject?: string;
   body?: string;
@@ -21,12 +24,15 @@ export interface ActionPayload {
   method?: string;
   headers?: Record<string, string>;
   field_id?: string;
+  field_key?: string;
   value?: string;
 }
 
 export class SendEmail implements ActionExecutor {
   private transporter: Transporter | null = null;
 
+  constructor(private db: Db) {}
+
   private getTransporter(): Transporter {
     if (!this.transporter) {
       this.transporter = nodemailer.createTransport({
@@ -39,8 +45,55 @@ export class SendEmail implements ActionExecutor {
     return this.transporter;
   }
 
+  private async resolveRecipients(payload: ActionPayload): Promise<string[]> {
+    const configuredRecipients = payload.recipients ?? (payload.actionConfig['recipients'] as string[] | undefined) ?? [];
+    const recipients = new Set(configuredRecipients.filter(Boolean));
+    const sources = payload.actionConfig['recipient_sources'] ?? payload.actionConfig['recipient_source'];
+    const recipientSources = Array.isArray(sources)
+      ? sources.map((source) => String(source))
+      : sources
+        ? [String(sources)]
+        : [];
+
+    if (recipientSources.length === 0 || !payload.ticketId) {
+      return Array.from(recipients);
+    }
+
+    const ticket = await this.db.query.tickets.findFirst({
+      where: eq(tickets.id, payload.ticketId),
+    });
+
+    if (!ticket) {
+      return Array.from(recipients);
+    }
+
+    const userIds = new Set<string>();
+    for (const source of recipientSources) {
+      if (['requester', 'requestor', 'requestors', 'creator', 'ticket_creator'].includes(source)) {
+        userIds.add(ticket.creator_id);
+      }
+      if (['owner', 'ticket_owner'].includes(source) && ticket.owner_id) {
+        userIds.add(ticket.owner_id);
+      }
+    }
+
+    if (userIds.size === 0) {
+      return Array.from(recipients);
+    }
+
+    const rows = await this.db.query.users.findMany({
+      where: inArray(users.id, Array.from(userIds)),
+    });
+
+    for (const user of rows) {
+      if (user.email) recipients.add(user.email);
+    }
+
+    return Array.from(recipients);
+  }
+
   async execute(payload: ActionPayload): Promise<{ success: boolean; message: string }> {
-    const recipients = payload.recipients ?? (payload.actionConfig['recipients'] as string[] | undefined) ?? [];
+    const recipients = await this.resolveRecipients(payload);
     const subject = payload.subject ?? (payload.actionConfig['subject'] as string | undefined);
     const body = payload.body ?? (payload.actionConfig['body'] as string | undefined);
 
@@ -91,25 +144,279 @@ export class Webhook implements ActionExecutor {
   }
 }
 
+function parseResponseBody(text: string): unknown {
+  if (!text.trim()) return null;
+  try {
+    return JSON.parse(text);
+  } catch {
+    return text;
+  }
+}
+
+function renderHandlebars(template: string, context: Record<string, unknown>): string {
+  const instance = Handlebars.create();
+  instance.registerHelper('json', (value: unknown) => JSON.stringify(value, null, 2));
+  return instance.compile(template)(context);
+}
+
+export class FetchMetadata implements ActionExecutor {
+  constructor(private db: Db) {}
+
+  async execute(payload: ActionPayload): Promise<{ success: boolean; message: string }> {
+    const ticketId = payload.ticketId ?? Number(payload.actionConfig['ticket_id'] ?? 0);
+    const rawUrl = String(payload.actionConfig['url'] ?? '');
+    const method = String(payload.actionConfig['method'] ?? 'GET').toUpperCase();
+    const headers = (payload.actionConfig['headers'] ?? {}) as Record<string, string>;
+    const requestBodyTemplate = String(payload.actionConfig['body'] ?? '');
+    const commentTemplate = String(
+      payload.actionConfig['comment_template'] ??
+      'External metadata\n\n{{json metadata}}',
+    );
+    const internal = payload.actionConfig['internal'] !== false;
+
+    if (!ticketId || !rawUrl) {
+      return { success: false, message: 'FetchMetadata: missing ticket_id or URL' };
+    }
+
+    try {
+      const ticket = await this.db.query.tickets.findFirst({
+        where: eq(tickets.id, ticketId),
+      });
+
+      if (!ticket) {
+        return { success: false, message: `FetchMetadata: ticket ${ticketId} not found` };
+      }
+
+      const baseContext = {
+        ticket: {
+          id: ticket.id,
+          subject: ticket.subject,
+          status: ticket.status,
+          queue_id: ticket.queue_id,
+          owner_id: ticket.owner_id,
+          creator_id: ticket.creator_id,
+          created_at: ticket.created_at?.toISOString(),
+          updated_at: ticket.updated_at?.toISOString(),
+        },
+      };
+      const url = renderHandlebars(rawUrl, baseContext);
+      const requestBody = requestBodyTemplate
+        ? renderHandlebars(requestBodyTemplate, baseContext)
+        : undefined;
+
+      const response = await fetch(url, {
+        method,
+        headers: { Accept: 'application/json', ...headers },
+        body: ['GET', 'HEAD'].includes(method) ? undefined : requestBody,
+      });
+      const responseText = await response.text();
+      const metadata = parseResponseBody(responseText);
+
+      if (!response.ok) {
+        return { success: false, message: `FetchMetadata failed: HTTP ${response.status}` };
+      }
+
+      const commentBody = renderHandlebars(commentTemplate, {
+        ...baseContext,
+        metadata,
+        response: {
+          status: response.status,
+          ok: response.ok,
+          body: metadata,
+          text: responseText,
+        },
+      });
+
+      await this.db.insert(transactions).values({
+        ticket_id: ticketId,
+        transaction_type: internal ? 'Comment' : 'Correspond',
+        data: {
+          body: commentBody,
+          metadata,
+          source_url: url,
+        },
+        creator_id: '00000000-0000-0000-0000-000000000000',
+      });
+
+      await this.db.update(tickets)
+        .set({ updated_at: new Date() } as any)
+        .where(eq(tickets.id, ticketId));
+
+      return { success: true, message: `Metadata fetched and added to ticket ${ticketId}` };
+    } catch (err) {
+      const message = err instanceof Error ? err.message : String(err);
+      return { success: false, message: `FetchMetadata failed: ${message}` };
+    }
+  }
+}
+
+type ScriptResult = string | { success?: boolean; message?: string } | undefined | null;
+
+export class RunScript implements ActionExecutor {
+  constructor(private db: Db) {}
+
+  async execute(payload: ActionPayload): Promise<{ success: boolean; message: string }> {
+    const script = String(payload.actionConfig['script'] ?? payload.actionConfig['code'] ?? '');
+    const ticketId = payload.ticketId ?? Number(payload.actionConfig['ticket_id'] ?? 0);
+
+    if (!script.trim()) {
+      return { success: false, message: 'RunScript: no script configured' };
+    }
+
+    if (!ticketId) {
+      return { success: false, message: 'RunScript: missing ticket_id' };
+    }
+
+    try {
+      const ticket = await this.db.query.tickets.findFirst({
+        where: eq(tickets.id, ticketId),
+      });
+
+      if (!ticket) {
+        return { success: false, message: `RunScript: ticket ${ticketId} not found` };
+      }
+
+      const helpers = {
+        addComment: async (body: string, options?: { internal?: boolean; creator_id?: string }) => {
+          const [tx] = await this.db.insert(transactions).values({
+            ticket_id: ticketId,
+            transaction_type: options?.internal === false ? 'Correspond' : 'Comment',
+            data: { body },
+            creator_id: options?.creator_id ?? '00000000-0000-0000-0000-000000000000',
+          }).returning();
+          return tx;
+        },
+        createTransaction: async (data: {
+          transaction_type: string;
+          field?: string | null;
+          old_value?: string | null;
+          new_value?: string | null;
+          data?: unknown;
+          creator_id?: string;
+        }) => {
+          const [tx] = await this.db.insert(transactions).values({
+            ticket_id: ticketId,
+            transaction_type: data.transaction_type,
+            field: data.field ?? null,
+            old_value: data.old_value ?? null,
+            new_value: data.new_value ?? null,
+            data: data.data,
+            creator_id: data.creator_id ?? '00000000-0000-0000-0000-000000000000',
+          }).returning();
+          return tx;
+        },
+        updateTicket: async (data: Partial<typeof tickets.$inferInsert>) => {
+          const [updated] = await this.db.update(tickets)
+            .set({ ...data, updated_at: new Date() } as any)
+            .where(eq(tickets.id, ticketId))
+            .returning();
+          return updated;
+        },
+        touchTicket: async () => {
+          await this.db.update(tickets)
+            .set({ updated_at: new Date() } as any)
+            .where(eq(tickets.id, ticketId));
+        },
+      };
+
+      const AsyncFunction = Object.getPrototypeOf(async function () {}).constructor;
+      const fn = new AsyncFunction(
+        'context',
+        `"use strict";
+const { ticket, payload, actionConfig, helpers, db, schema, orm, fetch, console } = context;
+${script}`,
+      ) as (context: Record<string, unknown>) => Promise<ScriptResult>;
+
+      const result = await fn({
+        ticket,
+        payload,
+        actionConfig: payload.actionConfig,
+        helpers,
+        db: this.db,
+        schema,
+        orm: { and, eq, inArray },
+        fetch,
+        console,
+      });
+
+      if (typeof result === 'string') {
+        return { success: true, message: result };
+      }
+      if (result && typeof result === 'object') {
+        return {
+          success: result.success !== false,
+          message: result.message ?? 'RunScript completed',
+        };
+      }
+      return { success: true, message: 'RunScript completed' };
+    } catch (err) {
+      const message = err instanceof Error ? err.message : String(err);
+      return { success: false, message: `RunScript failed: ${message}` };
+    }
+  }
+}
+
 export class SetCustomField implements ActionExecutor {
   constructor(private db: Db) {}
 
   async execute(payload: ActionPayload): Promise<{ success: boolean; message: string }> {
-    const fieldId = payload.field_id ?? String(payload.actionConfig['field_id'] ?? '');
+    const fieldRef =
+      payload.field_id ??
+      payload.field_key ??
+      String(payload.actionConfig['field_id'] ?? payload.actionConfig['field_key'] ?? payload.actionConfig['field'] ?? '');
     const value = payload.value ?? String(payload.actionConfig['value'] ?? '');
-    const ticketId = payload.ticketId ?? String(payload.actionConfig['ticket_id'] ?? '');
+    const ticketId = payload.ticketId ?? Number(payload.actionConfig['ticket_id'] ?? 0);
 
-    if (!fieldId || !value || !ticketId) {
-      return { success: false, message: 'SetCustomField: missing field_id, value, or ticket_id' };
+    if (!fieldRef || !value || !ticketId) {
+      return { success: false, message: 'SetCustomField: missing field reference, value, or ticket_id' };
     }
 
     try {
+      const isUuid = /^[0-9a-f]{8}-[0-9a-f]{4}-[1-5][0-9a-f]{3}-[89ab][0-9a-f]{3}-[0-9a-f]{12}$/i.test(fieldRef);
+      const field = await this.db.query.customFields.findFirst({
+        where: (row, { or, eq }) =>
+          isUuid
+            ? or(eq(row.id, fieldRef), eq(row.key, fieldRef), eq(row.name, fieldRef))
+            : or(eq(row.key, fieldRef), eq(row.name, fieldRef)),
+      });
+
+      if (!field) {
+        return { success: false, message: `SetCustomField: unknown field ${fieldRef}` };
+      }
+
+      const existing = await this.db.query.customFieldValues.findMany({
+        where: and(
+          eq(customFieldValues.ticket_id, ticketId),
+          eq(customFieldValues.custom_field_id, field.id),
+        ),
+      });
+      const oldValue = existing.map((row) => row.value).join(', ');
+
+      await this.db.delete(customFieldValues).where(and(
+        eq(customFieldValues.ticket_id, ticketId),
+        eq(customFieldValues.custom_field_id, field.id),
+      ));
+
       await this.db.insert(customFieldValues).values({
-        custom_field_id: fieldId,
+        custom_field_id: field.id,
         ticket_id: ticketId,
         value,
       });
-      return { success: true, message: `Custom field ${fieldId} set to "${value}"` };
+
+      await this.db.update(tickets)
+        .set({ updated_at: new Date() } as any)
+        .where(eq(tickets.id, ticketId));
+
+      await this.db.insert(transactions).values({
+        ticket_id: ticketId,
+        transaction_type: 'CustomFieldChange',
+        field: field.key,
+        old_value: oldValue || null,
+        new_value: value,
+        creator_id: '00000000-0000-0000-0000-000000000000',
+      });
+
+      return { success: true, message: `${field.name} set to "${value}"` };
     } catch (err) {
       const message = err instanceof Error ? err.message : String(err);
       return { success: false, message: `SetCustomField failed: ${message}` };
@@ -121,7 +428,7 @@ export class CreateTransaction implements ActionExecutor {
   constructor(private db: Db) {}
 
   async execute(payload: ActionPayload): Promise<{ success: boolean; message: string }> {
-    const ticketId = payload.ticketId ?? String(payload.actionConfig['ticket_id'] ?? '');
+    const ticketId = payload.ticketId ?? Number(payload.actionConfig['ticket_id'] ?? 0);
     const transactionType = String(payload.actionConfig['transaction_type'] ?? '');
     const field = payload.actionConfig['field'] as string | undefined ?? null;
     const oldValue = payload.actionConfig['old_value'] as string | undefined ?? null;
@@ -150,8 +457,10 @@ export class CreateTransaction implements ActionExecutor {
 
 export function createActionRegistry(db: Db): Record<string, ActionExecutor> {
   return {
-    SendEmail: new SendEmail(),
+    SendEmail: new SendEmail(db),
     Webhook: new Webhook(),
+    FetchMetadata: new FetchMetadata(db),
+    RunScript: new RunScript(db),
     SetCustomField: new SetCustomField(db),
     CreateTransaction: new CreateTransaction(db),
   };

src/scrip/conditions.ts

@@ -7,8 +7,29 @@ export interface ConditionEvaluateContext {
   lifecycleDef?: LifecycleDefinition;
 }
 
+export interface ConditionConfig {
+  from_status?: unknown;
+  to_status?: unknown;
+  field_key?: unknown;
+  field_id?: unknown;
+  field?: unknown;
+  old_value?: unknown;
+  new_value?: unknown;
+  value?: unknown;
+}
+
 export interface ConditionEvaluator {
-  evaluate(ticket: Ticket, transactions: Transaction[], context?: ConditionEvaluateContext): boolean;
+  evaluate(ticket: Ticket, transactions: Transaction[], context?: ConditionEvaluateContext, config?: ConditionConfig): boolean;
+}
+
+function matchesStatusFilter(value: string | null, filter: unknown): boolean {
+  if (filter === undefined || filter === null || filter === '') return true;
+  if (value === null) return false;
+  const normalizedValue = value.toLowerCase();
+  if (Array.isArray(filter)) {
+    return filter.map((item) => String(item).toLowerCase()).includes(normalizedValue);
+  }
+  return normalizedValue === String(filter).toLowerCase();
 }
 
 export class OnCreate implements ConditionEvaluator {
@@ -18,19 +39,25 @@ export class OnCreate implements ConditionEvaluator {
 }
 
 export class OnStatusChange implements ConditionEvaluator {
-  evaluate(_ticket: Ticket, transactions: Transaction[]): boolean {
-    return transactions.some((tx) => tx.transaction_type === 'StatusChange');
+  evaluate(_ticket: Ticket, transactions: Transaction[], _context?: ConditionEvaluateContext, config?: ConditionConfig): boolean {
+    return transactions.some((tx) =>
+      tx.transaction_type === 'StatusChange' &&
+      matchesStatusFilter(tx.old_value, config?.from_status) &&
+      matchesStatusFilter(tx.new_value, config?.to_status)
+    );
   }
 }
 
 export class OnResolve implements ConditionEvaluator {
   private lifecycleValidator = new LifecycleValidator();
 
-  evaluate(_ticket: Ticket, transactions: Transaction[], context?: ConditionEvaluateContext): boolean {
+  evaluate(_ticket: Ticket, transactions: Transaction[], context?: ConditionEvaluateContext, config?: ConditionConfig): boolean {
     const lifecycleDef = context?.lifecycleDef;
 
     return transactions.some((tx) => {
       if (tx.transaction_type !== 'StatusChange' || tx.new_value === null) return false;
+      if (!matchesStatusFilter(tx.old_value, config?.from_status)) return false;
+      if (!matchesStatusFilter(tx.new_value, config?.to_status)) return false;
 
       if (lifecycleDef) {
         return this.lifecycleValidator.isResolvedStatus(lifecycleDef, tx.new_value);
@@ -41,10 +68,25 @@ export class OnResolve implements ConditionEvaluator {
   }
 }
 
+export class OnCustomFieldChange implements ConditionEvaluator {
+  evaluate(_ticket: Ticket, transactions: Transaction[], _context?: ConditionEvaluateContext, config?: ConditionConfig): boolean {
+    const fieldFilter = config?.field_key ?? config?.field_id ?? config?.field;
+    const newValueFilter = config?.new_value ?? config?.value;
+
+    return transactions.some((tx) =>
+      tx.transaction_type === 'CustomFieldChange' &&
+      matchesStatusFilter(tx.field, fieldFilter) &&
+      matchesStatusFilter(tx.old_value, config?.old_value) &&
+      matchesStatusFilter(tx.new_value, newValueFilter)
+    );
+  }
+}
+
 const conditionRegistry: Record<string, ConditionEvaluator> = {
   OnCreate: new OnCreate(),
   OnStatusChange: new OnStatusChange(),
   OnResolve: new OnResolve(),
+  OnCustomFieldChange: new OnCustomFieldChange(),
 };
 
 export function getConditionEvaluator(type: string): ConditionEvaluator | null {

src/scrip/engine.ts

@@ -4,7 +4,7 @@ import type { Transaction } from '../models/transaction.ts';
 import { tickets, queues, scrips, lifecycles, customFieldValues, customFields } from '../db/schema.ts';
 import { eq, asc, inArray } from 'drizzle-orm';
 import { getConditionEvaluator } from './conditions.ts';
-import type { ConditionEvaluateContext } from './conditions.ts';
+import type { ConditionConfig, ConditionEvaluateContext } from './conditions.ts';
 import { getActionExecutor } from './actions.ts';
 import type { ActionPayload } from './actions.ts';
 import { TemplateRenderer } from './templates.ts';
@@ -35,7 +35,7 @@ export class ScripEngine {
   }
 
   async prepare(
-    ticketId: string,
+    ticketId: number,
     transactions: Transaction[],
   ): Promise<PreparedScrip[]> {
     const ticketRecord = await this.db.query.tickets.findFirst({
@@ -103,7 +103,12 @@ export class ScripEngine {
         continue;
       }
 
-      if (!evaluator.evaluate(ticketRecord as unknown as Ticket, transactions, conditionContext)) {
+      if (!evaluator.evaluate(
+        ticketRecord as unknown as Ticket,
+        transactions,
+        conditionContext,
+        scrip.condition_config as ConditionConfig,
+      )) {
         continue;
       }
 

src/scrip/templates.ts

@@ -17,7 +17,7 @@ export class TemplateRenderer {
 
 export interface TemplateContext {
   ticket: {
-    id: string;
+    id: number;
     subject: string;
     status: string;
     queue_id: string;

tsconfig.json

@@ -27,5 +27,6 @@
     "paths": {
       "@/*": ["./src/*"]
     }
-  }
+  },
+  "exclude": ["web", "node_modules"]
 }

web/AGENTS.md

@@ -1,5 +1,49 @@
-<!-- BEGIN:nextjs-agent-rules -->
-# This is NOT the Next.js you know
+# Tessera Design Rules
 
-This version has breaking changes — APIs, conventions, and file structure may all differ from your training data. Read the relevant guide in `node_modules/next/dist/docs/` before writing any code. Heed deprecation notices.
-<!-- END:nextjs-agent-rules -->
+Follow these rules when writing any frontend code. The design is clean, modern, and minimal — avoid the "2015 admin panel" look.
+
+## Borders
+- **Never** use `border-border` (full opacity). Always `border-border/50` or `border-border/30`.
+- Section dividers: `border-b border-border/50`
+- Subtle item separators: `border-b border-border/30`
+- Card borders: `border border-border/50`
+
+## Shadows
+- **Never** use `shadow-sm` or `shadow-md` on cards, sections, or tabs.
+- The sidebar is the only element with a shadow (subtle).
+- No `bg-card/82`, no `bg-background/55` — use `bg-card` or `bg-transparent`.
+
+## Section wrappers
+- `rounded-lg border border-border/50` — NOT `rounded-md border border-border bg-card shadow-sm`
+
+## List items
+- `rounded-lg border border-border/50 p-3`, hover: `hover:border-primary/30 hover:bg-accent/30`
+- Active: `border-primary/50 bg-primary/5`
+
+## Nav items (sidebar)
+- Default: `text-sidebar-foreground/55`, icons at 50% opacity
+- Hover: `text-sidebar-foreground hover:bg-sidebar-accent/50`, icons at 70%
+- Active: `bg-sidebar-accent text-sidebar-foreground font-medium`, icons at 90%
+- No inset shadow on active items
+
+## Typography
+- Section headers: `text-[10px] font-medium uppercase tracking-wider text-muted-foreground/60`
+- No `text-[11px] font-semibold uppercase` anywhere — use the above pattern
+- Body text: `text-sm` for main, `text-xs` for secondary
+- Keep font sizes consistent: 10px (labels), 12-13px (content), 14px (headings)
+
+## Icons
+- Section headers: `h-3 w-3` (not `h-4 w-4`)
+- In nav items: `w-4 h-4`
+- Always dimmed when inactive (opacity-50), bright when active
+
+## Forms
+- Inputs/selects: `h-8 rounded-md border border-input bg-transparent px-2.5 text-sm`
+- No `bg-card` on inputs unless inside a card
+- Labels: `text-[10px] font-medium text-muted-foreground`
+
+## General
+- No `backdrop-blur` on headers or sections
+- No `bg-card/82` or `bg-background/55` — use solid colors or `bg-transparent`
+- Content areas: `bg-background/80` for the main page background
+- Avoid `<dl>`/`<dt>`/`<dd>` grids for properties — use simple `flex justify-between` rows

web/README.md

@@ -14,7 +14,7 @@ pnpm dev
 bun dev
 ```
 
-Open [http://localhost:3000](http://localhost:3000) with your browser to see the result.
+Open [http://127.0.0.1:3100](http://127.0.0.1:3100) with your browser to see the result.
 
 You can start editing the page by modifying `app/page.tsx`. The page auto-updates as you edit the file.
 

web/next.config.ts

@@ -1,11 +1,19 @@
+import { dirname } from "node:path";
+import { fileURLToPath } from "node:url";
 import type { NextConfig } from "next";
 
+const appRoot = dirname(fileURLToPath(import.meta.url));
+
 const nextConfig: NextConfig = {
+  outputFileTracingRoot: appRoot,
+  turbopack: {
+    root: appRoot,
+  },
   async rewrites() {
     return [
       {
-        source: '/api/:path*',
-        destination: 'http://127.0.0.1:9876/:path*',
+        source: "/api/:path*",
+        destination: "http://127.0.0.1:9876/:path*",
       },
     ];
   },

web/package-lock.json

@@ -9,15 +9,21 @@
       "version": "0.1.0",
       "dependencies": {
         "@base-ui/react": "^1.5.0",
+        "@hookform/resolvers": "^5.4.0",
+        "@tanstack/react-table": "^8.21.3",
         "class-variance-authority": "^0.7.1",
         "clsx": "^2.1.1",
+        "date-fns": "^4.4.0",
         "lucide-react": "^1.17.0",
         "next": "16.2.7",
+        "next-themes": "^0.4.6",
         "react": "19.2.4",
         "react-dom": "19.2.4",
+        "react-hook-form": "^7.77.0",
         "shadcn": "^4.10.0",
         "tailwind-merge": "^3.6.0",
-        "tw-animate-css": "^1.4.0"
+        "tw-animate-css": "^1.4.0",
+        "zod": "^4.4.3"
       },
       "devDependencies": {
         "@tailwindcss/postcss": "^4",
@@ -943,6 +949,18 @@
         "hono": "^4"
       }
     },
+    "node_modules/@hookform/resolvers": {
+      "version": "5.4.0",
+      "resolved": "https://registry.npmjs.org/@hookform/resolvers/-/resolvers-5.4.0.tgz",
+      "integrity": "sha512-EIsqr/t/qbinPIhGjMdtvutIN1Kk4uwbROE9/UQ93CAVGR7GkA7Y92+fX80OzXi/OB67jVFYwKGO1WzkxmkFZw==",
+      "license": "MIT",
+      "dependencies": {
+        "@standard-schema/utils": "^0.3.0"
+      },
+      "peerDependencies": {
+        "react-hook-form": "^7.55.0"
+      }
+    },
     "node_modules/@humanfs/core": {
       "version": "0.19.2",
       "resolved": "https://registry.npmjs.org/@humanfs/core/-/core-0.19.2.tgz",
@@ -1981,6 +1999,12 @@
         "url": "https://github.com/sponsors/sindresorhus"
       }
     },
+    "node_modules/@standard-schema/utils": {
+      "version": "0.3.0",
+      "resolved": "https://registry.npmjs.org/@standard-schema/utils/-/utils-0.3.0.tgz",
+      "integrity": "sha512-e7Mew686owMaPJVNNLs55PUvgz371nKgwsc4vxE49zsODpJEnxgxRo2y/OKrqueavXgZNMDVj3DdHFlaSAeU8g==",
+      "license": "MIT"
+    },
     "node_modules/@swc/helpers": {
       "version": "0.5.15",
       "resolved": "https://registry.npmjs.org/@swc/helpers/-/helpers-0.5.15.tgz",
@@ -2261,6 +2285,39 @@
         "tailwindcss": "4.3.0"
       }
     },
+    "node_modules/@tanstack/react-table": {
+      "version": "8.21.3",
+      "resolved": "https://registry.npmjs.org/@tanstack/react-table/-/react-table-8.21.3.tgz",
+      "integrity": "sha512-5nNMTSETP4ykGegmVkhjcS8tTLW6Vl4axfEGQN3v0zdHYbK4UfoqfPChclTrJ4EoK9QynqAu9oUf8VEmrpZ5Ww==",
+      "license": "MIT",
+      "dependencies": {
+        "@tanstack/table-core": "8.21.3"
+      },
+      "engines": {
+        "node": ">=12"
+      },
+      "funding": {
+        "type": "github",
+        "url": "https://github.com/sponsors/tannerlinsley"
+      },
+      "peerDependencies": {
+        "react": ">=16.8",
+        "react-dom": ">=16.8"
+      }
+    },
+    "node_modules/@tanstack/table-core": {
+      "version": "8.21.3",
+      "resolved": "https://registry.npmjs.org/@tanstack/table-core/-/table-core-8.21.3.tgz",
+      "integrity": "sha512-ldZXEhOBb8Is7xLs01fR3YEc3DERiz5silj8tnGkFZytt1abEvl/GhUmCE0PMLaMPTa3Jk4HbKmRlHmu+gCftg==",
+      "license": "MIT",
+      "engines": {
+        "node": ">=12"
+      },
+      "funding": {
+        "type": "github",
+        "url": "https://github.com/sponsors/tannerlinsley"
+      }
+    },
     "node_modules/@ts-morph/common": {
       "version": "0.27.0",
       "resolved": "https://registry.npmjs.org/@ts-morph/common/-/common-0.27.0.tgz",
@@ -3947,6 +4004,16 @@
         "url": "https://github.com/sponsors/ljharb"
       }
     },
+    "node_modules/date-fns": {
+      "version": "4.4.0",
+      "resolved": "https://registry.npmjs.org/date-fns/-/date-fns-4.4.0.tgz",
+      "integrity": "sha512-+1UMbeh68lH1SegH83CGWwpb6OHHbpSgr3+s5Eww5M4CAgswBpoWS0AjTOfEJ33HiYKz1hdj/KTFprzXHmq/6w==",
+      "license": "MIT",
+      "funding": {
+        "type": "github",
+        "url": "https://github.com/sponsors/kossnocorp"
+      }
+    },
     "node_modules/debug": {
       "version": "4.4.3",
       "resolved": "https://registry.npmjs.org/debug/-/debug-4.4.3.tgz",
@@ -7217,6 +7284,16 @@
         }
       }
     },
+    "node_modules/next-themes": {
+      "version": "0.4.6",
+      "resolved": "https://registry.npmjs.org/next-themes/-/next-themes-0.4.6.tgz",
+      "integrity": "sha512-pZvgD5L0IEvX5/9GWyHMf3m8BKiVQwsCMHfoFosXtXBMnaS0ZnIJ9ST4b4NqLVKDEm8QBxoNNGNaBv2JNF6XNA==",
+      "license": "MIT",
+      "peerDependencies": {
+        "react": "^16.8 || ^17 || ^18 || ^19 || ^19.0.0-rc",
+        "react-dom": "^16.8 || ^17 || ^18 || ^19 || ^19.0.0-rc"
+      }
+    },
     "node_modules/next/node_modules/postcss": {
       "version": "8.4.31",
       "resolved": "https://registry.npmjs.org/postcss/-/postcss-8.4.31.tgz",
@@ -8002,6 +8079,22 @@
         "react": "^19.2.4"
       }
     },
+    "node_modules/react-hook-form": {
+      "version": "7.77.0",
+      "resolved": "https://registry.npmjs.org/react-hook-form/-/react-hook-form-7.77.0.tgz",
+      "integrity": "sha512-Sslh9YDYc0GDlWT/lxasnIduNo4v3yyvqRGvmGKUre5AFjDs/HV9/OafHGD8d+sB2yoL4UIL9L8X9i0WlZZebg==",
+      "license": "MIT",
+      "engines": {
+        "node": ">=18.0.0"
+      },
+      "funding": {
+        "type": "opencollective",
+        "url": "https://opencollective.com/react-hook-form"
+      },
+      "peerDependencies": {
+        "react": "^16.8.0 || ^17 || ^18 || ^19"
+      }
+    },
     "node_modules/react-is": {
       "version": "16.13.1",
       "resolved": "https://registry.npmjs.org/react-is/-/react-is-16.13.1.tgz",

web/package.json

@@ -3,9 +3,10 @@
   "version": "0.1.0",
   "private": true,
   "scripts": {
-    "dev": "next dev",
+    "dev": "next dev --webpack -H 127.0.0.1 --port 3100",
+    "dev:prod": "next build && next start -H 127.0.0.1 --port 3100",
     "build": "next build",
-    "start": "next start",
+    "start": "next start -H 127.0.0.1 --port 3100",
     "lint": "eslint"
   },
   "dependencies": {

web/src/app/dashboards/[id]/page.tsx

@@ -0,0 +1,589 @@
+"use client";
+
+import { useState, useEffect, use, useCallback, useRef } from "react";
+import { useRouter } from "next/navigation";
+import Link from "next/link";
+import {
+  GripIcon,
+  PencilIcon,
+  PlusIcon,
+  Trash2Icon,
+  RefreshCwIcon,
+  LayoutGridIcon,
+} from "lucide-react";
+import {
+  getDashboard,
+  createWidget,
+  deleteWidget,
+  updateWidget,
+  getWidgetData,
+  getViews,
+  getTeams,
+  updateDashboard,
+} from "@/lib/api";
+import type {
+  Dashboard,
+  DashboardWidget,
+  SavedView,
+  Team,
+  WidgetData,
+} from "@/lib/types";
+import { Button } from "@/components/ui/button";
+import {
+  Dialog,
+  DialogContent,
+  DialogDescription,
+  DialogFooter,
+  DialogHeader,
+  DialogTitle,
+} from "@/components/ui/dialog";
+import { CountWidget } from "@/components/widgets/count-widget";
+import { TicketListWidget } from "@/components/widgets/ticket-list-widget";
+import { StatusChartWidget } from "@/components/widgets/status-chart-widget";
+import { GroupedCountsWidget } from "@/components/widgets/grouped-counts-widget";
+import { cn } from "@/lib/utils";
+
+function widgetGridStyle(position: { x: number; y: number; w: number; h: number }) {
+  return {
+    gridColumn: `${position.x + 1} / span ${position.w}`,
+    gridRow: `${position.y + 1} / span ${position.h}`,
+  };
+}
+
+export default function DashboardPage({ params }: { params: Promise<{ id: string }> }) {
+  const { id } = use(params);
+  const router = useRouter();
+
+  const [dashboard, setDashboard] = useState<Dashboard | null>(null);
+  const [widgets, setWidgets] = useState<(DashboardWidget & { data?: WidgetData })[]>([]);
+  const [views, setViews] = useState<SavedView[]>([]);
+  const [loading, setLoading] = useState(true);
+  const [error, setError] = useState<string | null>(null);
+  const [autoRefresh, setAutoRefresh] = useState(false);
+  const [editMode, setEditMode] = useState(false);
+  const [teams, setTeams] = useState<Team[]>([]);
+
+  // Add widget dialog
+  const [addOpen, setAddOpen] = useState(false);
+  const [addViewId, setAddViewId] = useState("");
+  const [addTitle, setAddTitle] = useState("");
+  const [addType, setAddType] = useState("count");
+  const [addGroupBy, setAddGroupBy] = useState("owner");
+  const [adding, setAdding] = useState(false);
+
+  const fetchDashboard = useCallback(async () => {
+    const { data, error } = await getDashboard(id);
+    if (error || !data) {
+      setError(error ?? "Dashboard not found");
+      setLoading(false);
+      return;
+    }
+    setDashboard(data);
+    const widgetList = data.widgets ?? [];
+    setWidgets(widgetList);
+
+    // Fetch data for each widget
+    for (const widget of widgetList) {
+      const { data: wData } = await getWidgetData(id, widget.id);
+      if (wData) {
+        setWidgets((prev) =>
+          prev.map((w) => (w.id === widget.id ? { ...w, data: wData } : w))
+        );
+      }
+    }
+
+    setLoading(false);
+  }, [id]);
+
+  useEffect(() => {
+    fetchDashboard();
+    getViews().then(({ data }) => { if (data) setViews(data); });
+    getTeams().then(({ data }) => { if (data) setTeams(data); });
+  }, [fetchDashboard]);
+
+  // Auto-refresh: only refresh widget data, not structure
+  useEffect(() => {
+    if (!autoRefresh || !dashboard) return;
+    const interval = setInterval(() => {
+      for (const widget of widgets) {
+        getWidgetData(dashboard.id, widget.id).then(({ data: wData }) => {
+          if (wData) {
+            setWidgets((prev) =>
+              prev.map((w) => (w.id === widget.id ? { ...w, data: wData } : w))
+            );
+          }
+        });
+      }
+    }, 30_000);
+    return () => clearInterval(interval);
+  }, [autoRefresh, dashboard?.id]);
+
+  const handleAddWidget = async () => {
+    if (!addViewId || !addTitle.trim()) return;
+    setAdding(true);
+    // Smart positioning: fill a 3-column grid (4 units each in 12-col grid)
+    const COLS = 3; const W = 4; const H = 2;
+    const occupied = new Set(widgets.map((w) => `${w.position.x},${w.position.y}`));
+    let x = 0; let y = 0;
+    while (occupied.has(`${x},${y}`)) {
+      x += W;
+      if (x >= COLS * W) { x = 0; y += H; }
+    }
+    const pos = { x, y, w: W, h: H };
+    const config = addType === "grouped_counts" ? { group_by: addGroupBy } : {};
+    const { data, error } = await createWidget(id, {
+      view_id: addViewId,
+      title: addTitle.trim(),
+      widget_type: addType,
+      position: pos,
+      config,
+    });
+    if (!error && data) {
+      setWidgets((prev) => [...prev, data]);
+      const { data: wData } = await getWidgetData(id, data.id);
+      if (wData) {
+        setWidgets((prev) => prev.map((w) => (w.id === data.id ? { ...w, data: wData } : w)));
+      }
+      setAddOpen(false);
+      setAddViewId("");
+      setAddTitle("");
+      setAddType("count");
+    }
+    setAdding(false);
+  };
+
+  const handleDeleteWidget = async (widgetId: string) => {
+    await deleteWidget(id, widgetId);
+    setWidgets((prev) => prev.filter((w) => w.id !== widgetId));
+  };
+
+  const gridRef = useRef<HTMLDivElement>(null);
+  const [resizingId, setResizingId] = useState<string | null>(null);
+  const [draggingId, setDraggingId] = useState<string | null>(null);
+  const [dragOffset, setDragOffset] = useState({ x: 0, y: 0 });
+
+  // Resize: track mousedown → mousemove → mouseup
+  const handleResizeStart = (e: React.MouseEvent, widgetId: string) => {
+    e.preventDefault();
+    e.stopPropagation();
+    setResizingId(widgetId);
+    const startX = e.clientX;
+    const startY = e.clientY;
+    const widget = widgets.find((w) => w.id === widgetId);
+    if (!widget || !gridRef.current) return;
+
+    const startW = widget.position.w;
+    const startH = widget.position.h;
+    const gridWidth = gridRef.current.offsetWidth;
+    const unitSize = gridWidth / 12;
+
+    const onMove = (ev: MouseEvent) => {
+      const dx = Math.round((ev.clientX - startX) / unitSize);
+      const dy = Math.round((ev.clientY - startY) / unitSize);
+      const newW = Math.max(1, Math.min(12, startW + dx));
+      const newH = Math.max(1, startH + dy);
+      setWidgets((prev) =>
+        prev.map((w) =>
+          w.id === widgetId
+            ? { ...w, position: { ...w.position, w: newW, h: newH } }
+            : w
+        )
+      );
+    };
+
+    const onUp = () => {
+      document.removeEventListener("mousemove", onMove);
+      document.removeEventListener("mouseup", onUp);
+      setResizingId(null);
+
+      // Resolve overlaps using latest state via functional updater
+      setWidgets((current) => {
+        let resolved = current.map((w) => ({ ...w, position: { ...w.position } }));
+
+        for (let pass = 0; pass < 10; pass++) {
+          let hasOverlap = false;
+          for (let i = 0; i < resolved.length; i++) {
+            for (let j = i + 1; j < resolved.length; j++) {
+              const a = resolved[i].position;
+              const b = resolved[j].position;
+              if (a.x + a.w > b.x && a.x < b.x + b.w && a.y + a.h > b.y && a.y < b.y + b.h) {
+                hasOverlap = true;
+                const toMove = widgetId === resolved[i].id ? j : i;
+                const fixedW = resolved[widgetId === resolved[i].id ? i : j];
+                resolved[toMove] = {
+                  ...resolved[toMove],
+                  position: { ...resolved[toMove].position, y: fixedW.position.y + fixedW.position.h },
+                };
+              }
+            }
+          }
+          if (!hasOverlap) break;
+        }
+
+        // Persist changed positions
+        for (const w of resolved) {
+          const orig = current.find((o) => o.id === w.id);
+          if (orig && (orig.position.y !== w.position.y || orig.position.h !== w.position.h)) {
+            updateWidget(id, w.id, { position: w.position });
+          }
+        }
+
+        return resolved;
+      });
+    };
+
+    document.addEventListener("mousemove", onMove);
+    document.addEventListener("mouseup", onUp);
+  };
+
+  // Mouse-based drag: mousedown on grip → mousemove → mouseup
+  const handleDragMouseDown = (e: React.MouseEvent, widgetId: string) => {
+    e.preventDefault();
+    e.stopPropagation();
+    if (!gridRef.current) return;
+    setDraggingId(widgetId);
+
+    const widget = widgets.find((w) => w.id === widgetId);
+    if (!widget) return;
+    const unitSize = gridRef.current.offsetWidth / 12;
+    const startX = e.clientX;
+    const startY = e.clientY;
+    const startGridX = widget.position.x;
+    const startGridY = widget.position.y;
+
+    // Store offset from widget origin to mouse for visual tracking
+    const widgetEl = (e.target as HTMLElement).closest('[data-widget-id]') as HTMLElement;
+    if (widgetEl) {
+      const rect = widgetEl.getBoundingClientRect();
+      setDragOffset({ x: e.clientX - rect.left, y: e.clientY - rect.top });
+    }
+
+    const onMove = (ev: MouseEvent) => {
+      const dx = Math.round((ev.clientX - startX) / unitSize);
+      const dy = Math.round((ev.clientY - startY) / unitSize);
+      const newX = Math.max(0, Math.min(12 - widget.position.w, startGridX + dx));
+      const newY = Math.max(0, startGridY + dy);
+      setWidgets((prev) =>
+        prev.map((w) =>
+          w.id === widgetId
+            ? { ...w, position: { ...w.position, x: newX, y: newY } }
+            : w
+        )
+      );
+    };
+
+    const onUp = () => {
+      document.removeEventListener("mousemove", onMove);
+      document.removeEventListener("mouseup", onUp);
+      setDraggingId(null);
+
+      setWidgets((current) => {
+        const updated = current.find((w) => w.id === widgetId);
+        if (!updated) return current;
+
+        let resolved = current.map((w) => ({ ...w, position: { ...w.position } }));
+
+        // Push overlapping widgets down
+        for (let pass = 0; pass < 10; pass++) {
+          let hasOverlap = false;
+          for (let i = 0; i < resolved.length; i++) {
+            for (let j = i + 1; j < resolved.length; j++) {
+              const a = resolved[i].position;
+              const b = resolved[j].position;
+              if (a.x + a.w > b.x && a.x < b.x + b.w && a.y + a.h > b.y && a.y < b.y + b.h) {
+                hasOverlap = true;
+                const moveIdx = resolved[i].id === widgetId ? j : i;
+                const fixedIdx = moveIdx === i ? j : i;
+                resolved[moveIdx] = {
+                  ...resolved[moveIdx],
+                  position: { ...resolved[moveIdx].position, y: resolved[fixedIdx].position.y + resolved[fixedIdx].position.h },
+                };
+              }
+            }
+          }
+          if (!hasOverlap) break;
+        }
+
+        // Persist changed positions
+        for (const w of resolved) {
+          const orig = current.find((o) => o.id === w.id);
+          if (orig && (orig.position.x !== w.position.x || orig.position.y !== w.position.y)) {
+            updateWidget(id, w.id, { position: w.position });
+          }
+        }
+
+        return resolved;
+      });
+    };
+
+    document.addEventListener("mousemove", onMove);
+    document.addEventListener("mouseup", onUp);
+  };
+
+  const renderWidget = (widget: DashboardWidget & { data?: WidgetData }) => {
+    if (!widget.data) {
+      return (
+        <div className="flex h-full items-center justify-center rounded-lg border border-border bg-card p-4">
+          <div className="h-4 w-4 animate-spin rounded-full border-2 border-primary border-t-transparent" />
+        </div>
+      );
+    }
+
+    switch (widget.data.type) {
+      case "count":
+        return <CountWidget data={widget.data} />;
+      case "ticket_list":
+        return <TicketListWidget data={widget.data} />;
+      case "status_chart":
+        return <StatusChartWidget data={widget.data} />;
+      case "grouped_counts":
+        return <GroupedCountsWidget data={widget.data} />;
+      default:
+        return (
+          <div className="flex h-full items-center justify-center rounded-lg border border-border bg-card p-4">
+            <p className="text-xs text-muted-foreground">Unknown type: {widget.data.type}</p>
+          </div>
+        );
+    }
+  };
+
+  if (loading) {
+    return (
+      <div className="flex h-full items-center justify-center">
+        <div className="h-8 w-8 animate-spin rounded-full border-2 border-primary border-t-transparent" />
+      </div>
+    );
+  }
+
+  if (error || !dashboard) {
+    return (
+      <div className="flex h-full flex-col items-center justify-center gap-4">
+        <p className="text-sm text-muted-foreground">{error ?? "Dashboard not found"}</p>
+        <Link href="/" className="text-sm text-primary hover:underline">
+          Go to ticket list
+        </Link>
+      </div>
+    );
+  }
+
+  return (
+    <div className="flex h-full flex-col bg-background/80">
+      <header className="shrink-0 border-b border-border bg-card/82 backdrop-blur">
+        <div className="flex items-center justify-between px-5 py-3 lg:px-6">
+          <div className="min-w-0">
+            <div className="flex items-center gap-2 text-[11px] font-semibold uppercase text-muted-foreground">
+              <LayoutGridIcon className="h-3.5 w-3.5" />
+              Dashboard
+            </div>
+            <h1 className="mt-1 text-xl font-semibold text-foreground">{dashboard.name}</h1>
+            <div className="mt-2 flex items-center gap-2">
+              <select
+                value={dashboard.team_id ?? ""}
+                onChange={async (e) => {
+                  const teamId = e.target.value || null;
+                  await updateDashboard(dashboard.id, { team_id: teamId });
+                  setDashboard((prev) => prev ? { ...prev, team_id: teamId } : prev);
+                }}
+                className="h-7 rounded border border-border bg-card px-2 text-xs text-muted-foreground outline-none"
+              >
+                <option value="">No team</option>
+                {teams.map((t) => (
+                  <option key={t.id} value={t.id}>{t.name}</option>
+                ))}
+              </select>
+              {dashboard.description && (
+                <p className="text-sm text-muted-foreground">{dashboard.description}</p>
+              )}
+            </div>
+          </div>
+          <div className="flex items-center gap-2">
+            <Button
+              variant="outline"
+              size="sm"
+              onClick={() => setEditMode((v) => !v)}
+              className={cn("h-8 border-border/80", editMode ? "bg-primary/20 text-primary border-primary/40" : "bg-card/70")}
+            >
+              <PencilIcon className="h-4 w-4" />
+              {editMode ? "Done" : "Edit"}
+            </Button>
+            <Button
+              variant="outline"
+              size="sm"
+              onClick={() => setAutoRefresh((v) => !v)}
+              className={cn("h-8 border-border/80", autoRefresh ? "bg-primary/20 text-primary" : "bg-card/70")}
+            >
+              <RefreshCwIcon className={cn("h-4 w-4", autoRefresh && "animate-spin")} />
+              {autoRefresh ? "Live" : "Auto"}
+            </Button>
+            <Button
+              variant="outline"
+              size="sm"
+              onClick={fetchDashboard}
+              className="h-8 border-border/80 bg-card/70"
+            >
+              <RefreshCwIcon className="h-4 w-4" />
+              Refresh
+            </Button>
+            {editMode && (
+              <Button size="sm" onClick={() => setAddOpen(true)} className="h-8 bg-primary shadow-sm">
+                <PlusIcon className="h-4 w-4" />
+                Add widget
+              </Button>
+            )}
+          </div>
+        </div>
+      </header>
+
+      <div className="flex-1 overflow-auto p-5 lg:p-6">
+        {widgets.length === 0 ? (
+          <div className="flex h-full flex-col items-center justify-center gap-3">
+            <LayoutGridIcon className="h-10 w-10 text-muted-foreground/40" />
+            <p className="text-sm text-muted-foreground">No widgets yet</p>
+            {editMode ? (
+              <Button variant="outline" size="sm" onClick={() => setAddOpen(true)}>
+                <PlusIcon className="h-4 w-4" />
+                Add your first widget
+              </Button>
+            ) : (
+              <Button variant="outline" size="sm" onClick={() => setEditMode(true)}>
+                <PencilIcon className="h-4 w-4" />
+                Enter edit mode
+              </Button>
+            )}
+          </div>
+        ) : (
+          <div
+            ref={gridRef}
+            className="grid auto-rows-[minmax(100px,auto)] grid-cols-6 gap-3 md:grid-cols-12 md:gap-4"
+          >
+            {widgets.map((widget) => (
+              <div
+                key={widget.id}
+                data-widget-id={widget.id}
+                className={cn(
+                  "group relative transition-none",
+                  draggingId === widget.id && "z-10",
+                  resizingId === widget.id && "select-none",
+                )}
+                style={widgetGridStyle(widget.position)}
+              >
+                {/* Drag handle */}
+                {editMode && (
+                  <div
+                    className="absolute left-2 top-2 z-10 hidden h-6 w-6 cursor-grab items-center justify-center rounded bg-background/80 text-muted-foreground group-hover:flex active:cursor-grabbing"
+                    onMouseDown={(e) => handleDragMouseDown(e, widget.id)}
+                  >
+                    <GripIcon className="h-3.5 w-3.5" />
+                  </div>
+                )}
+                {renderWidget(widget)}
+                {editMode && (
+                  <>
+                    <button
+                      type="button"
+                      onClick={() => handleDeleteWidget(widget.id)}
+                      className="absolute right-2 top-2 z-10 hidden h-6 w-6 items-center justify-center rounded bg-destructive/90 text-destructive-foreground transition-opacity hover:bg-destructive group-hover:flex"
+                      title="Remove widget"
+                    >
+                      <Trash2Icon className="h-3.5 w-3.5" />
+                    </button>
+                    {/* Resize handle */}
+                    <div
+                      className="absolute bottom-0 right-0 z-10 hidden h-5 w-5 cursor-se-resize items-center justify-center group-hover:flex"
+                      onMouseDown={(e) => handleResizeStart(e, widget.id)}
+                    >
+                      <svg width="10" height="10" viewBox="0 0 10 10" className="text-muted-foreground">
+                        <path d="M0 10 L10 0" stroke="currentColor" strokeWidth="1.5" />
+                        <path d="M5 10 L10 5" stroke="currentColor" strokeWidth="1.5" />
+                        <path d="M0 10 L10 10" stroke="transparent" />
+                      </svg>
+                    </div>
+                  </>
+                )}
+              </div>
+            ))}
+          </div>
+        )}
+      </div>
+
+      <Dialog open={addOpen} onOpenChange={setAddOpen}>
+        <DialogContent>
+          <DialogHeader>
+            <DialogTitle>Add widget</DialogTitle>
+            <DialogDescription>
+              Choose a saved view and widget type to add to this dashboard.
+            </DialogDescription>
+          </DialogHeader>
+          <div className="space-y-4">
+            <div>
+              <label className="text-sm font-medium">Widget title</label>
+              <input
+                value={addTitle}
+                onChange={(e) => setAddTitle(e.target.value)}
+                placeholder="e.g. Open tickets"
+                className="mt-1 h-9 w-full rounded-md border border-input bg-card px-3 text-sm outline-none focus:border-ring"
+              />
+            </div>
+            <div>
+              <label className="text-sm font-medium">Saved view</label>
+              <select
+                value={addViewId}
+                onChange={(e) => {
+                  setAddViewId(e.target.value);
+                  const view = views.find((v) => v.id === e.target.value);
+                  if (view && !addTitle) setAddTitle(view.name);
+                }}
+                className="mt-1 h-9 w-full rounded-md border border-input bg-card px-3 text-sm outline-none focus:border-ring"
+              >
+                <option value="">Select a view...</option>
+                {views.map((v) => (
+                  <option key={v.id} value={v.id}>
+                    {v.name}
+                  </option>
+                ))}
+              </select>
+            </div>
+            <div>
+              <label className="text-sm font-medium">Widget type</label>
+              <select
+                value={addType}
+                onChange={(e) => setAddType(e.target.value)}
+                className="mt-1 h-9 w-full rounded-md border border-input bg-card px-3 text-sm outline-none focus:border-ring"
+              >
+                <option value="count">Count (big number)</option>
+                <option value="ticket_list">Ticket list (mini table)</option>
+                <option value="status_chart">Status chart (donut)</option>
+                <option value="grouped_counts">Grouped counts (bar chart)</option>
+              </select>
+            </div>
+            {addType === "grouped_counts" && (
+              <div>
+                <label className="text-sm font-medium">Group by</label>
+                <select
+                  value={addGroupBy}
+                  onChange={(e) => setAddGroupBy(e.target.value)}
+                  className="mt-1 h-9 w-full rounded-md border border-input bg-card px-3 text-sm outline-none focus:border-ring"
+                >
+                  <option value="owner">Owner</option>
+                  <option value="queue">Queue</option>
+                </select>
+              </div>
+            )}
+          </div>
+          <DialogFooter>
+            <Button variant="outline" size="sm" onClick={() => setAddOpen(false)}>
+              Cancel
+            </Button>
+            <Button
+              size="sm"
+              disabled={!addViewId || !addTitle.trim() || adding}
+              onClick={handleAddWidget}
+            >
+              {adding ? "Adding..." : "Add widget"}
+            </Button>
+          </DialogFooter>
+        </DialogContent>
+      </Dialog>
+    </div>
+  );
+}

web/src/app/globals.css

@@ -49,72 +49,83 @@
 }
 
 :root {
-  --background: oklch(1 0 0);
-  --foreground: oklch(0.145 0 0);
-  --card: oklch(1 0 0);
-  --card-foreground: oklch(0.145 0 0);
-  --popover: oklch(1 0 0);
-  --popover-foreground: oklch(0.145 0 0);
-  --primary: oklch(0.205 0 0);
-  --primary-foreground: oklch(0.985 0 0);
-  --secondary: oklch(0.97 0 0);
-  --secondary-foreground: oklch(0.205 0 0);
-  --muted: oklch(0.97 0 0);
-  --muted-foreground: oklch(0.556 0 0);
-  --accent: oklch(0.97 0 0);
-  --accent-foreground: oklch(0.205 0 0);
-  --destructive: oklch(0.577 0.245 27.325);
-  --border: oklch(0.922 0 0);
-  --input: oklch(0.922 0 0);
-  --ring: oklch(0.708 0 0);
-  --chart-1: oklch(0.87 0 0);
-  --chart-2: oklch(0.556 0 0);
-  --chart-3: oklch(0.439 0 0);
-  --chart-4: oklch(0.371 0 0);
-  --chart-5: oklch(0.269 0 0);
-  --radius: 0.625rem;
-  --sidebar: oklch(0.985 0 0);
-  --sidebar-foreground: oklch(0.145 0 0);
-  --sidebar-primary: oklch(0.205 0 0);
-  --sidebar-primary-foreground: oklch(0.985 0 0);
-  --sidebar-accent: oklch(0.97 0 0);
-  --sidebar-accent-foreground: oklch(0.205 0 0);
-  --sidebar-border: oklch(0.922 0 0);
-  --sidebar-ring: oklch(0.708 0 0);
+  --background: oklch(0.982 0.006 106);
+  --foreground: oklch(0.19 0.018 248);
+  --card: oklch(0.996 0.003 106);
+  --card-foreground: oklch(0.19 0.018 248);
+  --popover: oklch(0.996 0.003 106);
+  --popover-foreground: oklch(0.19 0.018 248);
+  --primary: oklch(0.31 0.046 243);
+  --primary-foreground: oklch(0.99 0.003 106);
+  --secondary: oklch(0.945 0.01 105);
+  --secondary-foreground: oklch(0.25 0.026 244);
+  --muted: oklch(0.948 0.008 106);
+  --muted-foreground: oklch(0.49 0.023 250);
+  --accent: oklch(0.925 0.024 184);
+  --accent-foreground: oklch(0.21 0.028 246);
+  --destructive: oklch(0.55 0.18 27);
+  --border: oklch(0.865 0.014 102);
+  --input: oklch(0.84 0.015 102);
+  --ring: oklch(0.58 0.068 185);
+  --chart-1: oklch(0.62 0.095 184);
+  --chart-2: oklch(0.53 0.078 243);
+  --chart-3: oklch(0.64 0.12 77);
+  --chart-4: oklch(0.55 0.15 28);
+  --chart-5: oklch(0.44 0.055 257);
+  --radius: 0.5rem;
+  --sidebar: oklch(0.245 0.026 248);
+  --sidebar-foreground: oklch(0.93 0.012 108);
+  --sidebar-primary: oklch(0.69 0.105 184);
+  --sidebar-primary-foreground: oklch(0.18 0.022 248);
+  --sidebar-accent: oklch(0.31 0.031 248);
+  --sidebar-accent-foreground: oklch(0.98 0.006 106);
+  --sidebar-border: oklch(1 0 0 / 11%);
+  --sidebar-ring: oklch(0.66 0.102 184);
 }
 
 .dark {
-  --background: oklch(0.145 0 0);
-  --foreground: oklch(0.985 0 0);
-  --card: oklch(0.205 0 0);
-  --card-foreground: oklch(0.985 0 0);
-  --popover: oklch(0.205 0 0);
-  --popover-foreground: oklch(0.985 0 0);
-  --primary: oklch(0.922 0 0);
-  --primary-foreground: oklch(0.205 0 0);
-  --secondary: oklch(0.269 0 0);
-  --secondary-foreground: oklch(0.985 0 0);
-  --muted: oklch(0.269 0 0);
-  --muted-foreground: oklch(0.708 0 0);
-  --accent: oklch(0.269 0 0);
-  --accent-foreground: oklch(0.985 0 0);
-  --destructive: oklch(0.704 0.191 22.216);
-  --border: oklch(1 0 0 / 10%);
-  --input: oklch(1 0 0 / 15%);
-  --ring: oklch(0.556 0 0);
-  --chart-1: oklch(0.87 0 0);
-  --chart-2: oklch(0.556 0 0);
-  --chart-3: oklch(0.439 0 0);
-  --chart-4: oklch(0.371 0 0);
-  --chart-5: oklch(0.269 0 0);
-  --sidebar: oklch(0.205 0 0);
-  --sidebar-foreground: oklch(0.985 0 0);
-  --sidebar-primary: oklch(0.488 0.243 264.376);
-  --sidebar-primary-foreground: oklch(0.985 0 0);
-  --sidebar-accent: oklch(0.269 0 0);
-  --sidebar-accent-foreground: oklch(0.985 0 0);
-  --sidebar-border: oklch(1 0 0 / 10%);
-  --sidebar-ring: oklch(0.556 0 0);
+  --background: oklch(0.18 0.018 248);
+  --foreground: oklch(0.94 0.011 105);
+  --card: oklch(0.225 0.022 248);
+  --card-foreground: oklch(0.94 0.011 105);
+  --popover: oklch(0.225 0.022 248);
+  --popover-foreground: oklch(0.94 0.011 105);
+  --primary: oklch(0.74 0.105 184);
+  --primary-foreground: oklch(0.17 0.018 248);
+  --secondary: oklch(0.27 0.026 248);
+  --secondary-foreground: oklch(0.94 0.011 105);
+  --muted: oklch(0.28 0.023 248);
+  --muted-foreground: oklch(0.7 0.019 105);
+  --accent: oklch(0.31 0.043 184);
+  --accent-foreground: oklch(0.94 0.011 105);
+  --destructive: oklch(0.68 0.17 24);
+  --border: oklch(1 0 0 / 12%);
+  --input: oklch(1 0 0 / 16%);
+  --ring: oklch(0.68 0.095 184);
+  --chart-1: oklch(0.74 0.105 184);
+  --chart-2: oklch(0.7 0.105 74);
+  --chart-3: oklch(0.66 0.12 25);
+  --chart-4: oklch(0.61 0.08 245);
+  --chart-5: oklch(0.8 0.04 108);
+  --sidebar: oklch(0.145 0.018 248);
+  --sidebar-foreground: oklch(0.94 0.011 105);
+  --sidebar-primary: oklch(0.74 0.105 184);
+  --sidebar-primary-foreground: oklch(0.17 0.018 248);
+  --sidebar-accent: oklch(0.24 0.026 248);
+  --sidebar-accent-foreground: oklch(0.94 0.011 105);
+  --sidebar-border: oklch(1 0 0 / 11%);
+  --sidebar-ring: oklch(0.68 0.095 184);
+}
+
+@keyframes slide-in-right {
+  from {
+    transform: translateX(100%);
+    opacity: 0;
+  }
+  to {
+    transform: translateX(0);
+    opacity: 1;
+  }
 }
 
 @layer base {
@@ -124,6 +135,10 @@
   body {
     @apply bg-background text-foreground;
     font-feature-settings: "cv01" 1, "ss03" 1;
+    background-image:
+      linear-gradient(to right, color-mix(in oklch, var(--border) 45%, transparent) 1px, transparent 1px),
+      linear-gradient(to bottom, color-mix(in oklch, var(--border) 45%, transparent) 1px, transparent 1px);
+    background-size: 44px 44px;
   }
   html {
     @apply font-sans;

web/src/app/layout.tsx

@@ -1,13 +1,14 @@
 import type { Metadata } from "next";
-import { Inter, JetBrains_Mono } from "next/font/google";
+import { IBM_Plex_Sans, JetBrains_Mono } from "next/font/google";
 import { Suspense } from "react";
 import { ThemeProvider } from "next-themes";
 import "./globals.css";
 import { AppShell } from "@/components/app-shell";
 
-const inter = Inter({
+const ibmPlexSans = IBM_Plex_Sans({
   subsets: ["latin"],
-  variable: "--font-inter",
+  weight: ["400", "500", "600", "700"],
+  variable: "--font-sans",
 });
 
 const jetbrainsMono = JetBrains_Mono({
@@ -26,7 +27,7 @@ export default function RootLayout({
   return (
     <html lang="en" suppressHydrationWarning>
       <body
-        className={`${inter.variable} ${jetbrainsMono.variable} font-sans antialiased`}
+        className={`${ibmPlexSans.variable} ${jetbrainsMono.variable} font-sans antialiased`}
         style={{ fontSize: "15px", lineHeight: 1.5 }}
       >
         <ThemeProvider attribute="class" defaultTheme="light" enableSystem={false}>

web/src/components/app-shell.tsx

@@ -1,20 +1,32 @@
 "use client";
 
-import { useState, useEffect, Suspense } from "react";
-import { usePathname, useRouter, useSearchParams } from "next/navigation";
+import { useState, useEffect, Suspense, createContext, useContext } from "react";
+import { usePathname, useSearchParams } from "next/navigation";
 import Link from "next/link";
 import {
+  CircleIcon,
   LayoutGridIcon,
   UserIcon,
+  UsersIcon,
   InboxIcon,
   ClockIcon,
   SettingsIcon,
+  PanelLeftCloseIcon,
+  PanelLeftIcon,
+  CommandIcon,
 } from "lucide-react";
-import { getTickets, getQueues } from "@/lib/api";
-import type { Queue } from "@/lib/types";
+import { getTickets, getQueues, getViews, getDashboards, getUsers, getTeams, createDashboard } from "@/lib/api";
+import type { Dashboard, Queue, SavedView, Team, User } from "@/lib/types";
 import { CommandPalette } from "@/components/command-palette";
+import { ThemeToggle } from "@/components/theme-toggle";
 import { cn } from "@/lib/utils";
 
+const SidebarCollapsedContext = createContext(false);
+
+function useSidebarCollapsed() {
+  return useContext(SidebarCollapsedContext);
+}
+
 interface ViewCounts {
   all: number;
   my: number;
@@ -22,6 +34,46 @@ interface ViewCounts {
   recent: number;
 }
 
+function SidebarNavItem({
+  href,
+  icon: Icon,
+  label,
+  count,
+  active,
+}: {
+  href: string;
+  icon: React.ComponentType<{ className?: string }>;
+  label: string;
+  count?: number;
+  active: boolean;
+}) {
+  const collapsed = useSidebarCollapsed();
+
+  return (
+    <Link
+      href={href}
+      title={collapsed ? label : undefined}
+      className={cn(
+        "group flex items-center px-2.5 py-1.5 rounded-md text-[13px] transition-colors",
+        collapsed ? "justify-center w-full" : "justify-between",
+        active
+          ? "bg-sidebar-accent text-sidebar-foreground font-medium"
+          : "text-sidebar-foreground/55 hover:text-sidebar-foreground hover:bg-sidebar-accent/50 font-normal"
+      )}
+    >
+      <span className={cn("flex items-center min-w-0", collapsed ? "" : "gap-2.5")}>
+        <Icon className={cn("w-4 h-4 flex-shrink-0", active ? "opacity-90" : "opacity-50 group-hover:opacity-70")} />
+        {!collapsed && <span className="truncate">{label}</span>}
+      </span>
+      {!collapsed && count !== undefined && count > 0 && (
+        <span className="min-w-5 rounded px-1 text-right text-[11px] tabular-nums text-sidebar-foreground/35">
+          {count}
+        </span>
+      )}
+    </Link>
+  );
+}
+
 function SidebarNav() {
   const pathname = usePathname();
   const searchParams = useSearchParams();
@@ -33,52 +85,93 @@ function SidebarNav() {
     recent: 0,
   });
   const [queues, setQueues] = useState<(Queue & { count: number })[]>([]);
+  const [savedViews, setSavedViews] = useState<SavedView[]>([]);
+  const [dashboards, setDashboards] = useState<Dashboard[]>([]);
+  const [currentUserId, setCurrentUserId] = useState<string | null>(null);
+  const [myTeamId, setMyTeamId] = useState<string | null>(null);
+  const [newDashboardName, setNewDashboardName] = useState("");
+  const [addingDashboard, setAddingDashboard] = useState(false);
 
   useEffect(() => {
-    getTickets().then(({ data }) => {
+    async function load() {
+      // Find current user
+      const [ticketRes, userRes] = await Promise.all([getTickets(), getUsers()]);
+      const data = ticketRes.data;
+      const users = userRes.data ?? [];
+      const currentUser = users.find((u) => u.username !== 'system') ?? users[0] ?? null;
+      const myId = currentUser?.id ?? null;
+      setCurrentUserId(myId);
+
       if (data) {
         const now = Date.now();
         const week = 7 * 24 * 60 * 60 * 1000;
         setCounts({
           all: data.length,
-          my: data.filter((t) => t.owner_id).length,
+          my: myId ? data.filter((t) => t.owner_id === myId).length : 0,
           unassigned: data.filter((t) => !t.owner_id).length,
-          recent: data.filter(
-            (t) => new Date(t.updated_at).getTime() > now - week
-          ).length,
+          recent: data.filter((t) => new Date(t.updated_at).getTime() > now - week).length,
         });
       }
-    });
 
-    getQueues().then(({ data }) => {
-      if (data) {
-        Promise.all(
-          data.map((q) =>
+      // Queues
+      const queueRes = await getQueues();
+      if (queueRes.data) {
+        const qs = await Promise.all(
+          queueRes.data.map((q) =>
             getTickets({ queue_id: q.id }).then(({ data: tickets }) => ({
               ...q,
               count: tickets?.length ?? 0,
             }))
           )
-        ).then(setQueues);
+        );
+        setQueues(qs);
       }
-    });
+
+      // Views
+      const viewRes = await getViews();
+      if (viewRes.data) setSavedViews(viewRes.data);
+
+      // Dashboards scoped to user's teams
+      const [dashRes, teamRes] = await Promise.all([getDashboards(), getTeams()]);
+      const allDashboards = dashRes.data ?? [];
+      const allTeams = teamRes.data ?? [];
+      const userTeams = allTeams.filter((t) =>
+        (t.members ?? []).some((m) => m.id === myId)
+      );
+      setMyTeamId(userTeams[0]?.id ?? null);
+      const teamIds = new Set(userTeams.map((t) => t.id));
+      const visible = allDashboards.filter((d) =>
+        !d.team_id || teamIds.has(d.team_id)
+      );
+      setDashboards(visible);
+    }
+    void load();
   }, []);
 
+  const collapsed = useSidebarCollapsed();
+
   const views = [
     {
       label: "All tickets",
-      href: "/",
-      param: null,
+      href: "/?view=all",
+      param: "all",
       count: counts.all,
       icon: LayoutGridIcon,
     },
     {
       label: "My tickets",
-      href: "/?view=my",
+      href: currentUserId ? `/?view=my&owner=${currentUserId}` : "/?view=my",
       param: "my",
       count: counts.my,
       icon: UserIcon,
     },
+    ...(myTeamId ? [{
+      label: "My team's tickets",
+      href: `/?view=team&team_id=${myTeamId}`,
+      param: "team",
+      count: undefined as number | undefined,
+      icon: UsersIcon,
+    }] : []),
     {
       label: "Unassigned",
       href: "/?view=unassigned",
@@ -101,64 +194,127 @@ function SidebarNav() {
     <>
       <div className="mb-4">
         {views.map((view) => {
-          const Icon = view.icon;
           const active =
             pathname === "/" &&
             (view.param ? currentView === view.param : !currentView);
           return (
-            <Link
+            <SidebarNavItem
               key={view.label}
               href={view.href}
-              className={cn(
-                "flex items-center justify-between px-2 py-1.5 rounded-md text-[13px] transition-colors mb-0.5",
-                active
-                  ? "bg-[rgba(255,255,255,0.05)] text-[#f7f8f8] font-medium"
-                  : "text-[#8a8f98] hover:text-[#d0d6e0] hover:bg-[rgba(255,255,255,0.03)] font-normal"
-              )}
-            >
-              <span className="flex items-center gap-2.5">
-                <Icon className="w-4 h-4 flex-shrink-0" />
-                {view.label}
-              </span>
-              {view.count > 0 && (
-                <span className="text-xs tabular-nums text-[#8a8f98]">
-                  {view.count}
-                </span>
-              )}
-            </Link>
+              icon={view.icon}
+              label={view.label}
+              count={view.count}
+              active={active}
+            />
           );
         })}
       </div>
 
+      {dashboards.length > 0 && (
+        <div className="mt-5">
+          {!collapsed && (
+            <div className="px-2.5 mb-1 text-[10px] font-medium text-sidebar-foreground/30 uppercase tracking-wider">
+              Dashboards
+            </div>
+          )}
+          {dashboards.length > 0 && (
+            <div className="px-2.5">
+              <select
+                value={dashboards.find((d) => pathname.startsWith("/dashboards/") && pathname.endsWith(d.id))?.id ?? ""}
+                onChange={(e) => {
+                  const id = e.target.value;
+                  if (id === "_new") {
+                    setAddingDashboard(true);
+                    e.target.value = dashboards.find((d) => pathname.startsWith("/dashboards/") && pathname.endsWith(d.id))?.id ?? "";
+                    return;
+                  }
+                  if (id) window.location.href = `/dashboards/${id}`;
+                }}
+                className="h-7 w-full rounded border border-sidebar-border bg-sidebar-accent px-1.5 text-[12px] text-sidebar-foreground outline-none"
+              >
+                {dashboards.map((dash) => (
+                  <option key={dash.id} value={dash.id}>{dash.name}</option>
+                ))}
+                <option value="_new">+ New dashboard</option>
+              </select>
+            </div>
+          )}
+          {addingDashboard && (
+            <div className="mt-1 px-2">
+              <input
+                value={newDashboardName}
+                onChange={(e) => setNewDashboardName(e.target.value)}
+                placeholder="Dashboard name"
+                className="h-7 w-full rounded border border-sidebar-border bg-sidebar-accent px-1.5 text-[12px] text-sidebar-foreground outline-none"
+                autoFocus
+                onKeyDown={async (e) => {
+                  if (e.key === "Enter" && newDashboardName.trim()) {
+                    const { data } = await createDashboard({ name: newDashboardName.trim(), is_default: false });
+                    if (data) {
+                      setDashboards((prev) => [...prev, data]);
+                      setNewDashboardName("");
+                      setAddingDashboard(false);
+                      window.location.href = `/dashboards/${data.id}`;
+                    }
+                  } else if (e.key === "Escape") {
+                    setNewDashboardName("");
+                    setAddingDashboard(false);
+                  }
+                }}
+                onBlur={() => {
+                  if (!newDashboardName.trim()) {
+                    setNewDashboardName("");
+                    setAddingDashboard(false);
+                  }
+                }}
+              />
+            </div>
+          )}
+        </div>
+      )}
+
+      {savedViews.length > 0 && (
+        <div className="mt-5">
+          {!collapsed && (
+            <div className="px-2.5 mb-1 text-[10px] font-medium text-sidebar-foreground/30 uppercase tracking-wider">
+              Saved views
+            </div>
+          )}
+          {savedViews.map((view) => {
+            const active =
+              pathname === "/" && searchParams.get("view_id") === view.id;
+            return (
+              <SidebarNavItem
+                key={view.id}
+                href={`/?view_id=${view.id}`}
+                icon={ClockIcon}
+                label={view.name}
+                active={active}
+              />
+            );
+          })}
+        </div>
+      )}
+
       {queues.length > 0 && (
-        <div>
-          <div className="px-2 py-1.5 text-[11px] font-semibold text-[#8a8f98] uppercase tracking-wider">
+        <div className="mt-5">
+          {!collapsed && (
+            <div className="px-2.5 mb-1 text-[10px] font-medium text-sidebar-foreground/30 uppercase tracking-wider">
               Queues
             </div>
+          )}
           {queues.map((queue) => {
             const active =
               pathname === "/" && searchParams.get("queue") === queue.id;
             return (
-              <Link
+              <SidebarNavItem
                 key={queue.id}
                 href={`/?queue=${queue.id}`}
-                className={cn(
-                  "flex items-center justify-between px-2 py-1.5 rounded-md text-[13px] transition-colors",
-                  active
-                    ? "bg-[rgba(255,255,255,0.05)] text-[#f7f8f8] font-medium"
-                    : "text-[#8a8f98] hover:text-[#d0d6e0] hover:bg-[rgba(255,255,255,0.03)] font-normal"
-                )}
-              >
-                <span className="flex items-center gap-2.5">
-                  <span className="w-2 h-2 rounded-full bg-[#8a8f98] flex-shrink-0" />
-                  {queue.name}
-                </span>
-                {queue.count > 0 && (
-                  <span className="text-xs tabular-nums text-[#8a8f98]">
-                    {queue.count}
-                  </span>
-                )}
-              </Link>
+                icon={CircleIcon}
+                label={queue.name}
+                count={queue.count}
+                active={active}
+              />
             );
           })}
         </div>
@@ -169,26 +325,18 @@ function SidebarNav() {
 
 function SidebarBottom() {
   const pathname = usePathname();
+  const collapsed = useSidebarCollapsed();
 
   return (
-    <div className="border-t border-[rgba(255,255,255,0.05)] p-2">
-      <Link
+    <div className="border-t border-sidebar-border/50 p-2">
+      <SidebarNavItem
         href="/admin"
-        className={cn(
-          "flex items-center gap-2.5 px-2 py-1.5 rounded-md text-[13px] transition-colors",
-          pathname === "/admin"
-            ? "bg-[rgba(255,255,255,0.05)] text-[#f7f8f8] font-medium"
-            : "text-[#8a8f98] hover:text-[#d0d6e0] hover:bg-[rgba(255,255,255,0.03)] font-normal"
-        )}
-      >
-        <SettingsIcon className="w-4 h-4 flex-shrink-0" />
-        Admin
-      </Link>
-      <div className="flex items-center gap-2 px-2 py-1.5 mt-0.5">
-        <div className="w-5 h-5 rounded-full bg-[#5e6ad2] flex items-center justify-center flex-shrink-0">
-          <span className="text-[#f7f8f8] text-[10px] font-semibold">U</span>
-        </div>
-        <span className="text-[13px] text-[#8a8f98] truncate">User</span>
+        icon={SettingsIcon}
+        label="Admin"
+        active={pathname === "/admin"}
+      />
+      <div className={cn("flex", collapsed ? "justify-center mt-2" : "mt-2 px-1")}>
+        <ThemeToggle />
       </div>
     </div>
   );
@@ -196,6 +344,7 @@ function SidebarBottom() {
 
 export function AppShell({ children }: { children: React.ReactNode }) {
   const [commandOpen, setCommandOpen] = useState(false);
+  const [sidebarCollapsed, setSidebarCollapsed] = useState(false);
 
   useEffect(() => {
     const down = (e: KeyboardEvent) => {
@@ -216,32 +365,45 @@ export function AppShell({ children }: { children: React.ReactNode }) {
   }, []);
 
   return (
-    <div className="flex h-screen overflow-hidden">
+    <SidebarCollapsedContext.Provider value={sidebarCollapsed}>
+      <div className="flex h-screen overflow-hidden bg-background">
         {/* Sidebar */}
-      <aside className="w-60 flex-shrink-0 flex flex-col bg-[#0f1011] border-r border-[rgba(255,255,255,0.05)]">
+        <aside
+          className={cn(
+            "flex-shrink-0 flex flex-col bg-sidebar border-r border-sidebar-border/50 transition-all duration-200",
+            sidebarCollapsed ? "w-[56px]" : "w-[232px]"
+          )}
+        >
           {/* Brand */}
-        <div className="h-11 flex items-center px-3 border-b border-[rgba(255,255,255,0.05)]">
-          <Link href="/" className="flex items-center gap-2">
-            <div className="w-5 h-5 rounded-md bg-[#5e6ad2] flex items-center justify-center">
-              <span className="text-[#f7f8f8] text-[11px] font-semibold">
-                T
-              </span>
+          <div className="h-12 flex items-center justify-between gap-2 px-3 border-b border-sidebar-border/50">
+            <Link href="/" className="flex items-center gap-2.5">
+              <div className="w-6 h-6 rounded-md bg-sidebar-primary flex items-center justify-center">
+                <span className="text-sidebar-primary-foreground text-[11px] font-bold">T</span>
               </div>
-            <span className="font-semibold text-[#f7f8f8] text-sm tracking-tight">
-              Tessera
-            </span>
+              {!sidebarCollapsed && (
+                <span className="text-sm font-semibold text-sidebar-foreground tracking-tight">Tessera</span>
+              )}
             </Link>
+            {!sidebarCollapsed && (
+              <button
+                onClick={() => setCommandOpen(true)}
+                className="flex h-6 items-center gap-1 rounded border border-sidebar-border/50 px-1.5 text-[10px] text-sidebar-foreground/40 transition-colors hover:bg-sidebar-accent hover:text-sidebar-foreground/60"
+                aria-label="Open command palette"
+              >
+                <CommandIcon className="h-3 w-3" />K
+              </button>
+            )}
           </div>
 
           {/* Nav */}
-        <nav className="flex-1 overflow-y-auto py-2 px-2">
+          <nav className="flex-1 overflow-y-auto py-2.5 px-2">
             <Suspense
               fallback={
                 <div className="space-y-1.5 px-2">
                   {Array.from({ length: 6 }).map((_, i) => (
                     <div
                       key={i}
-                    className="h-7 bg-[#191a1b] rounded-md animate-pulse"
+                    className="h-7 bg-sidebar-accent rounded-md animate-pulse"
                     />
                   ))}
                 </div>
@@ -256,10 +418,25 @@ export function AppShell({ children }: { children: React.ReactNode }) {
         </aside>
 
         {/* Main */}
-      <main className="flex-1 overflow-y-auto">{children}</main>
+        <main className="flex-1 overflow-hidden bg-background/88">{children}</main>
 
         {/* Command Palette */}
         <CommandPalette open={commandOpen} onOpenChange={setCommandOpen} />
       </div>
+
+      {/* Collapse toggle */}
+      <button
+        onClick={() => setSidebarCollapsed(!sidebarCollapsed)}
+        className="fixed bottom-4 left-0 z-40 w-6 h-6 flex items-center justify-center rounded-r-md bg-sidebar border border-sidebar-border border-l-0 text-sidebar-foreground/55 hover:text-sidebar-foreground transition-all duration-150"
+        style={{ left: sidebarCollapsed ? 60 : 240 }}
+        aria-label={sidebarCollapsed ? "Expand sidebar" : "Collapse sidebar"}
+      >
+        {sidebarCollapsed ? (
+          <PanelLeftIcon className="w-3.5 h-3.5" />
+        ) : (
+          <PanelLeftCloseIcon className="w-3.5 h-3.5" />
+        )}
+      </button>
+    </SidebarCollapsedContext.Provider>
   );
 }

web/src/components/command-palette.tsx

@@ -1,18 +1,22 @@
 "use client";
 
-import { useState, useEffect, useRef, useCallback } from "react";
+import { useState, useEffect, useRef, useCallback, useMemo } from "react";
+import type { ComponentType, KeyboardEvent } from "react";
 import { useRouter } from "next/navigation";
 import {
   SearchIcon,
   PlusIcon,
   LayoutGridIcon,
   SettingsIcon,
+  MessageSquareIcon,
 } from "lucide-react";
+import { getTickets } from "@/lib/api";
+import type { Ticket } from "@/lib/types";
 
 interface CommandItem {
   id: string;
   label: string;
-  icon: React.ComponentType<{ className?: string }>;
+  icon: ComponentType<{ className?: string }>;
   action: () => void;
   category?: string;
 }
@@ -28,8 +32,19 @@ export function CommandPalette({ open, onOpenChange }: CommandPaletteProps) {
   const listRef = useRef<HTMLDivElement>(null);
   const [query, setQuery] = useState("");
   const [selectedIndex, setSelectedIndex] = useState(0);
+  const [tickets, setTickets] = useState<Ticket[]>([]);
 
-  const commands: CommandItem[] = [
+  useEffect(() => {
+    if (open) {
+      getTickets().then(({ data }) => {
+        if (data) setTickets(data);
+      });
+    }
+  }, [open]);
+
+  const filtered = useMemo(() => {
+    const normalizedQuery = query.toLowerCase();
+    const alwaysCommands: CommandItem[] = [
       {
         id: "new-ticket",
         label: "New ticket",
@@ -40,16 +55,6 @@ export function CommandPalette({ open, onOpenChange }: CommandPaletteProps) {
         },
         category: "Actions",
       },
-    {
-      id: "all-tickets",
-      label: "All tickets",
-      icon: LayoutGridIcon,
-      action: () => {
-        onOpenChange(false);
-        router.push("/");
-      },
-      category: "Navigate",
-    },
       {
         id: "admin",
         label: "Go to admin",
@@ -60,33 +65,64 @@ export function CommandPalette({ open, onOpenChange }: CommandPaletteProps) {
         },
         category: "Navigate",
       },
+      {
+        id: "all-tickets",
+        label: "All tickets",
+        icon: LayoutGridIcon,
+        action: () => {
+          onOpenChange(false);
+          router.push("/");
+        },
+        category: "Navigate",
+      },
     ];
 
-  const filtered = commands.filter((cmd) =>
-    cmd.label.toLowerCase().includes(query.toLowerCase())
+    const alwaysFiltered = alwaysCommands.filter((cmd) =>
+      cmd.label.toLowerCase().includes(normalizedQuery)
     );
+    const ticketCommands: CommandItem[] = tickets
+      .filter((t) => t.subject.toLowerCase().includes(normalizedQuery))
+      .map((t) => ({
+        id: `ticket-${t.id}`,
+        label: t.subject,
+        icon: MessageSquareIcon,
+        action: () => {
+          onOpenChange(false);
+          router.push(`/tickets/${t.id}`);
+        },
+        category: "Tickets",
+      }));
 
-  const grouped = filtered.reduce<Record<string, CommandItem[]>>((acc, cmd) => {
+    return [...alwaysFiltered, ...ticketCommands];
+  }, [onOpenChange, query, router, tickets]);
+
+  const grouped = useMemo(
+    () =>
+      filtered.reduce<Record<string, CommandItem[]>>((acc, cmd) => {
         const cat = cmd.category || "Other";
         if (!acc[cat]) acc[cat] = [];
         acc[cat].push(cmd);
         return acc;
-  }, {});
+      }, {}),
+    [filtered]
+  );
 
   useEffect(() => {
     if (open) {
+      queueMicrotask(() => {
         setQuery("");
         setSelectedIndex(0);
+      });
       setTimeout(() => inputRef.current?.focus(), 50);
     }
   }, [open]);
 
   useEffect(() => {
-    setSelectedIndex(0);
+    queueMicrotask(() => setSelectedIndex(0));
   }, [query]);
 
   const handleKeyDown = useCallback(
-    (e: React.KeyboardEvent) => {
+    (e: KeyboardEvent) => {
       if (e.key === "ArrowDown") {
         e.preventDefault();
         setSelectedIndex((i) => Math.min(i + 1, filtered.length - 1));
@@ -114,27 +150,27 @@ export function CommandPalette({ open, onOpenChange }: CommandPaletteProps) {
         onClick={() => onOpenChange(false)}
       />
       <div className="fixed top-[20%] left-1/2 -translate-x-1/2 w-full max-w-md">
-        <div className="bg-[#191a1b] rounded-xl shadow-2xl border border-[rgba(255,255,255,0.08)] overflow-hidden">
-          <div className="flex items-center gap-2 px-3 border-b border-[rgba(255,255,255,0.05)]">
-            <SearchIcon className="w-4 h-4 text-[#8a8f98] flex-shrink-0" />
+        <div className="bg-popover rounded-xl shadow-2xl border border-border overflow-hidden">
+          <div className="flex items-center gap-2 px-3 border-b border-border">
+            <SearchIcon className="w-4 h-4 text-muted-foreground flex-shrink-0" />
             <input
               ref={inputRef}
               value={query}
               onChange={(e) => setQuery(e.target.value)}
               onKeyDown={handleKeyDown}
               placeholder="Type a command or search..."
-              className="w-full h-10 bg-transparent text-sm text-[#f7f8f8] placeholder:text-[#8a8f98] outline-none"
+              className="w-full h-10 bg-transparent text-sm text-foreground placeholder:text-muted-foreground outline-none"
             />
           </div>
           <div ref={listRef} className="max-h-64 overflow-y-auto p-1">
             {filtered.length === 0 && (
-              <div className="px-3 py-6 text-center text-sm text-[#8a8f98]">
+              <div className="px-3 py-6 text-center text-sm text-muted-foreground">
                 No results found
               </div>
             )}
             {Object.entries(grouped).map(([category, items]) => (
               <div key={category}>
-                <div className="px-2 py-1.5 text-xs font-medium text-[#8a8f98]">
+                <div className="px-2 py-1.5 text-xs font-medium text-muted-foreground">
                   {category}
                 </div>
                 {items.map((item) => {
@@ -144,10 +180,10 @@ export function CommandPalette({ open, onOpenChange }: CommandPaletteProps) {
                   return (
                     <button
                       key={item.id}
-                      className={`w-full flex items-center gap-2.5 px-2 py-2 rounded-lg text-sm text-left transition-colors ${
+                      className={`w-full flex items-center gap-2.5 px-2 py-2 rounded-lg text-sm text-left transition-all duration-150 ${
                         isSelected
-                          ? "bg-[#5e6ad2] text-white"
-                          : "text-[#d0d6e0] hover:bg-[rgba(255,255,255,0.05)]"
+                          ? "bg-primary text-primary-foreground"
+                          : "text-foreground hover:bg-accent"
                       }`}
                       onClick={item.action}
                       onMouseEnter={() => setSelectedIndex(idx)}
@@ -160,7 +196,7 @@ export function CommandPalette({ open, onOpenChange }: CommandPaletteProps) {
               </div>
             ))}
           </div>
-          <div className="border-t border-[rgba(255,255,255,0.05)] px-3 py-2 flex items-center justify-between text-xs text-[#8a8f98]">
+          <div className="border-t border-border px-3 py-2 flex items-center justify-between text-xs text-muted-foreground">
             <span>↑↓ Navigate</span>
             <span>↵ Select</span>
             <span>Esc Dismiss</span>

web/src/components/theme-toggle.tsx

@@ -0,0 +1,34 @@
+"use client";
+
+import { useTheme } from "next-themes";
+import { SunIcon, MoonIcon } from "lucide-react";
+import { useEffect, useState } from "react";
+
+export function ThemeToggle() {
+  const { theme, setTheme } = useTheme();
+  const [mounted, setMounted] = useState(false);
+
+  useEffect(() => {
+    queueMicrotask(() => setMounted(true));
+  }, []);
+
+  if (!mounted) {
+    return <div className="w-8 h-8" />;
+  }
+
+  const isDark = theme === "dark";
+
+  return (
+    <button
+      onClick={() => setTheme(isDark ? "light" : "dark")}
+      className="w-8 h-8 flex items-center justify-center rounded-md text-muted-foreground hover:text-foreground hover:bg-accent transition-all duration-150"
+      aria-label="Toggle theme"
+    >
+      {isDark ? (
+        <SunIcon className="w-4 h-4" />
+      ) : (
+        <MoonIcon className="w-4 h-4" />
+      )}
+    </button>
+  );
+}

web/src/components/widgets/count-widget.tsx

@@ -0,0 +1,21 @@
+"use client";
+
+import Link from "next/link";
+import type { WidgetData } from "@/lib/types";
+
+export function CountWidget({ data }: { data: WidgetData }) {
+  const params = new URLSearchParams();
+  if (data.view_id) params.set("view_id", data.view_id);
+
+  return (
+    <Link
+      href={`/?${params.toString()}`}
+      className="flex h-full flex-col items-center justify-center rounded-lg border border-border bg-card p-4 transition-colors hover:border-ring/50 hover:bg-accent/30"
+    >
+      <span className="text-3xl font-bold tabular-nums text-foreground">
+        {data.total}
+      </span>
+      <span className="mt-1 text-sm text-muted-foreground">{data.title}</span>
+    </Link>
+  );
+}

web/src/components/widgets/grouped-counts-widget.tsx

@@ -0,0 +1,39 @@
+"use client";
+
+import type { WidgetData } from "@/lib/types";
+
+export function GroupedCountsWidget({ data }: { data: WidgetData }) {
+  const groups = data.groups ?? {};
+  const entries = Object.entries(groups).sort(([, a], [, b]) => b - a);
+  const max = entries.length > 0 ? Math.max(...entries.map(([, c]) => c)) : 1;
+
+  if (entries.length === 0) {
+    return (
+      <div className="flex h-full items-center justify-center rounded-lg border border-border bg-card p-4">
+        <p className="text-xs text-muted-foreground">No data</p>
+      </div>
+    );
+  }
+
+  return (
+    <div className="flex h-full flex-col overflow-hidden rounded-lg border border-border bg-card">
+      <div className="border-b border-border px-3 py-2">
+        <span className="text-xs font-semibold text-foreground">{data.title}</span>
+      </div>
+      <div className="flex-1 space-y-1.5 overflow-auto p-3">
+        {entries.map(([label, count]) => (
+          <div key={label} className="flex items-center gap-2 text-xs">
+            <span className="w-20 shrink-0 truncate text-foreground">{label}</span>
+            <div className="flex-1">
+              <div
+                className="h-2.5 rounded-sm bg-primary/60 transition-all"
+                style={{ width: `${Math.round((count / max) * 100)}%` }}
+              />
+            </div>
+            <span className="w-8 shrink-0 text-right tabular-nums text-muted-foreground">{count}</span>
+          </div>
+        ))}
+      </div>
+    </div>
+  );
+}

web/src/components/widgets/status-chart-widget.tsx

@@ -0,0 +1,76 @@
+"use client";
+
+import type { WidgetData } from "@/lib/types";
+
+const STATUS_COLORS: Record<string, string> = {
+  new: "#64748b",
+  open: "#2563eb",
+  in_progress: "#d97706",
+  resolved: "#16a34a",
+  closed: "#71717a",
+};
+
+function statusLabel(status: string) {
+  return status.replaceAll("_", " ");
+}
+
+export function StatusChartWidget({ data }: { data: WidgetData }) {
+  const counts = data.counts ?? {};
+  const entries = Object.entries(counts).sort(([, a], [, b]) => b - a);
+
+  if (entries.length === 0) {
+    return (
+      <div className="flex h-full items-center justify-center rounded-lg border border-border bg-card p-4">
+        <p className="text-xs text-muted-foreground">No data</p>
+      </div>
+    );
+  }
+
+  return (
+    <div className="flex h-full flex-col overflow-hidden rounded-lg border border-border bg-card">
+      <div className="border-b border-border px-3 py-2">
+        <span className="text-xs font-semibold text-foreground">{data.title}</span>
+      </div>
+      <div className="flex flex-1 items-center gap-4 p-4">
+        {/* Donut */}
+        <svg viewBox="0 0 40 40" className="h-16 w-16 shrink-0">
+          {entries.map(([, count], index) => {
+            const total = entries.reduce((sum, [, c]) => sum + c, 0);
+            const offset = entries
+              .slice(0, index)
+              .reduce((sum, [, c]) => sum + (c / total) * 100, 0);
+            const pct = (count / total) * 100;
+            const circumference = 2 * Math.PI * 15;
+            const dash = (pct / 100) * circumference;
+            const color = STATUS_COLORS[entries[index][0]] ?? "#71717a";
+            return (
+              <circle
+                key={entries[index][0]}
+                cx="20" cy="20" r="15"
+                fill="none"
+                stroke={color}
+                strokeWidth="6"
+                strokeDasharray={`${dash} ${circumference - dash}`}
+                strokeDashoffset={-(offset / 100) * circumference}
+                transform="rotate(-90 20 20)"
+              />
+            );
+          })}
+        </svg>
+        {/* Legend */}
+        <div className="min-w-0 flex-1 space-y-1.5">
+          {entries.map(([status, count]) => (
+            <div key={status} className="flex items-center gap-2 text-xs">
+              <span
+                className="h-2 w-2 shrink-0 rounded-full"
+                style={{ backgroundColor: STATUS_COLORS[status] ?? "#71717a" }}
+              />
+              <span className="flex-1 capitalize text-foreground">{statusLabel(status)}</span>
+              <span className="tabular-nums text-muted-foreground">{count}</span>
+            </div>
+          ))}
+        </div>
+      </div>
+    </div>
+  );
+}

web/src/components/widgets/ticket-list-widget.tsx

@@ -0,0 +1,59 @@
+"use client";
+
+import Link from "next/link";
+import { formatDistanceToNow } from "date-fns";
+import { CircleIcon } from "lucide-react";
+import type { WidgetData } from "@/lib/types";
+import { cn, formatTicketId } from "@/lib/utils";
+
+const STATUS_COLORS: Record<string, string> = {
+  new: "#64748b",
+  open: "#2563eb",
+  in_progress: "#d97706",
+  resolved: "#16a34a",
+  closed: "#71717a",
+};
+
+function statusLabel(status: string) {
+  return status.replaceAll("_", " ");
+}
+
+export function TicketListWidget({ data }: { data: WidgetData }) {
+  const tickets = data.tickets ?? [];
+
+  return (
+    <div className="flex h-full flex-col overflow-hidden rounded-lg border border-border bg-card">
+      <div className="flex items-center justify-between border-b border-border px-3 py-2">
+        <span className="text-xs font-semibold text-foreground">{data.title}</span>
+        <span className="text-[11px] tabular-nums text-muted-foreground">{data.total}</span>
+      </div>
+      <div className="flex-1 overflow-auto">
+        {tickets.length === 0 ? (
+          <p className="px-3 py-4 text-center text-xs text-muted-foreground">No tickets</p>
+        ) : (
+          tickets.map((ticket) => (
+            <Link
+              key={ticket.id}
+              href={`/tickets/${ticket.id}`}
+              className="flex items-center gap-2 border-b border-border/50 px-3 py-2 text-xs transition-colors hover:bg-accent/40 last:border-b-0"
+            >
+              <CircleIcon
+                className="h-2 w-2 shrink-0"
+                style={{ color: STATUS_COLORS[ticket.status] ?? "#71717a", fill: STATUS_COLORS[ticket.status] ?? "#71717a" }}
+              />
+              <span className="min-w-0 flex-1 truncate font-medium text-foreground">
+                {ticket.subject}
+              </span>
+              <span className="shrink-0 text-[11px] text-muted-foreground">
+                {ticket.owner_name ?? "unassigned"}
+              </span>
+              <span className="shrink-0 text-[11px] text-muted-foreground/60">
+                {formatDistanceToNow(new Date(ticket.updated_at), { addSuffix: true })}
+              </span>
+            </Link>
+          ))
+        )}
+      </div>
+    </div>
+  );
+}

web/src/lib/api.ts

@@ -1,10 +1,20 @@
 import type {
   Ticket,
   Queue,
+  Dashboard,
+  DashboardWidget,
+  WidgetData,
+  Team,
+  User,
   Transaction,
+  SavedView,
   Scrip,
+  Template,
+  TemplatePreview,
   Lifecycle,
+  LifecycleDefinition,
   CustomField,
+  QueueCustomField,
   PreviewResult,
   UpdateResult,
 } from "./types";
@@ -28,50 +38,102 @@ async function request<T>(url: string, options?: RequestInit): Promise<{ data: T
   }
 }
 
-export async function getTickets(params?: { queue_id?: string; status?: string }): Promise<{ data: Ticket[] | null; error: string | null }> {
+export async function getTickets(params?: {
+  queue_id?: string;
+  status?: string;
+  q?: string;
+  owner_id?: string;
+  team_id?: string;
+  custom_fields?: Record<string, string>;
+}): Promise<{ data: Ticket[] | null; error: string | null }> {
   const sp = new URLSearchParams();
   if (params?.queue_id) sp.set("queue_id", params.queue_id);
   if (params?.status) sp.set("status", params.status);
+  if (params?.q) sp.set("q", params.q);
+  if (params?.owner_id) sp.set("owner_id", params.owner_id);
+  if (params?.team_id) sp.set("team_id", params.team_id);
+  if (params?.custom_fields) {
+    for (const [fieldId, value] of Object.entries(params.custom_fields)) {
+      if (value) sp.set(`cf.${fieldId}`, value);
+    }
+  }
   const qs = sp.toString();
   return request<Ticket[]>(`/tickets${qs ? `?${qs}` : ""}`);
 }
 
-export async function getTicket(id: string): Promise<{ data: Ticket | null; error: string | null }> {
+export async function getTicket(id: number): Promise<{ data: Ticket | null; error: string | null }> {
   return request<Ticket>(`/tickets/${id}`);
 }
 
-export async function createTicket(data: { subject: string; queue_id: string }): Promise<{ data: Ticket | null; error: string | null }> {
-  return request<Ticket>("/tickets", { method: "POST", body: JSON.stringify(data) });
+export async function createTicket(data: {
+  subject: string;
+  queue_id: string;
+  description?: string;
+  custom_fields?: Record<string, string>;
+}): Promise<{ data: UpdateResult | null; error: string | null }> {
+  return request<UpdateResult>("/tickets", { method: "POST", body: JSON.stringify(data) });
 }
 
-export async function updateTicket(id: string, data: { subject?: string; status?: string }): Promise<{ data: UpdateResult | null; error: string | null }> {
+export async function updateTicket(id: number, data: { subject?: string; status?: string; owner_id?: string | null; team_id?: string | null }): Promise<{ data: UpdateResult | null; error: string | null }> {
   return request<UpdateResult>(`/tickets/${id}`, { method: "PATCH", body: JSON.stringify(data) });
 }
 
-export async function previewTicket(id: string, data: { status?: string }): Promise<{ data: PreviewResult | null; error: string | null }> {
+export async function previewTicket(id: number, data: { status?: string }): Promise<{ data: PreviewResult | null; error: string | null }> {
   return request<PreviewResult>(`/tickets/${id}/preview`, { method: "POST", body: JSON.stringify(data) });
 }
 
-export async function getTicketTransactions(id: string): Promise<{ data: Transaction[] | null; error: string | null }> {
+export async function getTicketTransactions(id: number): Promise<{ data: Transaction[] | null; error: string | null }> {
   return request<Transaction[]>(`/tickets/${id}/transactions`);
 }
 
+export async function sendComment(id: number, data: { body: string; internal?: boolean }): Promise<{ data: Transaction | null; error: string | null }> {
+  return request<Transaction>(`/tickets/${id}/comment`, { method: "POST", body: JSON.stringify(data) });
+}
+
 export async function getQueues(): Promise<{ data: Queue[] | null; error: string | null }> {
   return request<Queue[]>("/queues");
 }
 
-export async function createQueue(data: { name: string; description?: string }): Promise<{ data: Queue | null; error: string | null }> {
+export async function getUsers(): Promise<{ data: User[] | null; error: string | null }> {
+  return request<User[]>("/users");
+}
+
+export async function createUser(data: {
+  username: string;
+  email?: string | null;
+}): Promise<{ data: User | null; error: string | null }> {
+  return request<User>("/users", { method: "POST", body: JSON.stringify(data) });
+}
+
+export async function updateUser(id: string, data: {
+  username?: string;
+  email?: string | null;
+}): Promise<{ data: User | null; error: string | null }> {
+  return request<User>(`/users/${id}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
+export async function deleteUser(id: string): Promise<{ data: { ok: boolean } | null; error: string | null }> {
+  return request<{ ok: boolean }>(`/users/${id}`, { method: "DELETE" });
+}
+
+export async function createQueue(data: { name: string; description?: string | null; lifecycle_id?: string | null; team_id?: string | null }): Promise<{ data: Queue | null; error: string | null }> {
   return request<Queue>("/queues", { method: "POST", body: JSON.stringify(data) });
 }
 
+export async function updateQueue(id: string, data: { name?: string; description?: string | null; lifecycle_id?: string | null; team_id?: string | null }): Promise<{ data: Queue | null; error: string | null }> {
+  return request<Queue>(`/queues/${id}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
 export async function getScrips(): Promise<{ data: Scrip[] | null; error: string | null }> {
   return request<Scrip[]>("/scrips");
 }
 
 export async function createScrip(data: {
   name: string;
+  description?: string | null;
   queue_id?: string | null;
   condition_type: string;
+  condition_config?: Record<string, unknown>;
   action_type: string;
   action_config?: Record<string, unknown>;
   template_id?: string | null;
@@ -84,8 +146,10 @@ export async function createScrip(data: {
 
 export async function updateScrip(id: string, data: {
   name?: string;
+  description?: string | null;
   queue_id?: string | null;
   condition_type?: string;
+  condition_config?: Record<string, unknown>;
   action_type?: string;
   action_config?: Record<string, unknown>;
   template_id?: string | null;
@@ -96,26 +160,216 @@ export async function updateScrip(id: string, data: {
   return request<Scrip>(`/scrips/${id}`, { method: "PATCH", body: JSON.stringify(data) });
 }
 
+export async function getTemplates(): Promise<{ data: Template[] | null; error: string | null }> {
+  return request<Template[]>("/templates");
+}
+
+export async function createTemplate(data: {
+  name: string;
+  queue_id?: string | null;
+  subject_template: string;
+  body_template: string;
+}): Promise<{ data: Template | null; error: string | null }> {
+  return request<Template>("/templates", { method: "POST", body: JSON.stringify(data) });
+}
+
+export async function updateTemplate(id: string, data: {
+  name?: string;
+  queue_id?: string | null;
+  subject_template?: string;
+  body_template?: string;
+}): Promise<{ data: Template | null; error: string | null }> {
+  return request<Template>(`/templates/${id}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
+export async function previewTemplate(data: {
+  subject_template: string;
+  body_template: string;
+  ticket_id?: number | null;
+}): Promise<{ data: TemplatePreview | null; error: string | null }> {
+  return request<TemplatePreview>("/templates/preview", { method: "POST", body: JSON.stringify(data) });
+}
+
+export async function deleteTemplate(id: string): Promise<{ data: { ok: boolean } | null; error: string | null }> {
+  return request<{ ok: boolean }>(`/templates/${id}`, { method: "DELETE" });
+}
+
 export async function getLifecycles(): Promise<{ data: Lifecycle[] | null; error: string | null }> {
   return request<Lifecycle[]>("/lifecycles");
 }
 
 export async function createLifecycle(data: {
   name: string;
-  definition: Record<string, unknown>;
+  definition: Record<string, unknown> | LifecycleDefinition;
 }): Promise<{ data: Lifecycle | null; error: string | null }> {
   return request<Lifecycle>("/lifecycles", { method: "POST", body: JSON.stringify(data) });
 }
 
+export async function updateLifecycle(id: string, data: {
+  name?: string;
+  definition?: Record<string, unknown> | LifecycleDefinition;
+}): Promise<{ data: Lifecycle | null; error: string | null }> {
+  return request<Lifecycle>(`/lifecycles/${id}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
 export async function getCustomFields(): Promise<{ data: CustomField[] | null; error: string | null }> {
   return request<CustomField[]>("/custom-fields");
 }
 
+export async function getQueueCustomFields(queueId: string): Promise<{ data: QueueCustomField[] | null; error: string | null }> {
+  return request<QueueCustomField[]>(`/custom-fields/queues/${queueId}`);
+}
+
+export async function assignQueueCustomField(queueId: string, customFieldId: string): Promise<{ data: QueueCustomField | null; error: string | null }> {
+  return request<QueueCustomField>(`/custom-fields/queues/${queueId}`, {
+    method: "POST",
+    body: JSON.stringify({ custom_field_id: customFieldId }),
+  });
+}
+
+export async function unassignQueueCustomField(queueId: string, customFieldId: string): Promise<{ data: { ok: boolean } | null; error: string | null }> {
+  return request<{ ok: boolean }>(`/custom-fields/queues/${queueId}/${customFieldId}`, { method: "DELETE" });
+}
+
+export async function updateTicketCustomField(ticketId: number, customFieldId: string, value: string): Promise<{ data: Transaction | null; error: string | null }> {
+  return request<Transaction>(`/tickets/${ticketId}/custom-fields/${customFieldId}`, {
+    method: "PATCH",
+    body: JSON.stringify({ value }),
+  });
+}
+
 export async function createCustomField(data: {
+  key?: string;
   name: string;
   field_type: string;
   values?: unknown | null;
   max_values?: number;
+  pattern?: string | null;
 }): Promise<{ data: CustomField | null; error: string | null }> {
   return request<CustomField>("/custom-fields", { method: "POST", body: JSON.stringify(data) });
 }
+
+export async function updateCustomField(id: string, data: {
+  key?: string;
+  name?: string;
+  field_type?: string;
+  values?: unknown | null;
+  max_values?: number;
+  pattern?: string | null;
+}): Promise<{ data: CustomField | null; error: string | null }> {
+  return request<CustomField>(`/custom-fields/${id}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
+export async function getViews(): Promise<{ data: SavedView[] | null; error: string | null }> {
+  return request<SavedView[]>("/views");
+}
+
+export async function createView(data: {
+  name: string;
+  filters: { field: string; operator: string; value: string }[];
+  sort_key?: string;
+  columns?: { key: string; label: string; width: number; visible: boolean }[];
+  is_public?: boolean;
+}): Promise<{ data: SavedView | null; error: string | null }> {
+  return request<SavedView>("/views", { method: "POST", body: JSON.stringify(data) });
+}
+
+export async function updateView(id: string, data: {
+  name?: string;
+  filters?: { field: string; operator: string; value: string }[];
+  sort_key?: string;
+  columns?: unknown[];
+  is_public?: boolean;
+}): Promise<{ data: SavedView | null; error: string | null }> {
+  return request<SavedView>(`/views/${id}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
+export async function deleteView(id: string): Promise<{ data: { ok: boolean } | null; error: string | null }> {
+  return request<{ ok: boolean }>(`/views/${id}`, { method: "DELETE" });
+}
+
+export async function getDashboards(): Promise<{ data: Dashboard[] | null; error: string | null }> {
+  return request<Dashboard[]>("/dashboards");
+}
+
+export async function getDashboard(id: string): Promise<{ data: Dashboard | null; error: string | null }> {
+  return request<Dashboard>(`/dashboards/${id}`);
+}
+
+export async function createDashboard(data: {
+  name: string;
+  description?: string;
+  team_id?: string | null;
+  is_default?: boolean;
+}): Promise<{ data: Dashboard | null; error: string | null }> {
+  return request<Dashboard>("/dashboards", { method: "POST", body: JSON.stringify(data) });
+}
+
+export async function updateDashboard(id: string, data: {
+  name?: string;
+  description?: string | null;
+  team_id?: string | null;
+  is_default?: boolean;
+  layout?: unknown[];
+}): Promise<{ data: Dashboard | null; error: string | null }> {
+  return request<Dashboard>(`/dashboards/${id}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
+export async function deleteDashboard(id: string): Promise<{ data: { ok: boolean } | null; error: string | null }> {
+  return request<{ ok: boolean }>(`/dashboards/${id}`, { method: "DELETE" });
+}
+
+export async function getDashboardWidgets(dashboardId: string): Promise<{ data: DashboardWidget[] | null; error: string | null }> {
+  return request<DashboardWidget[]>(`/dashboards/${dashboardId}/widgets`);
+}
+
+export async function createWidget(dashboardId: string, data: {
+  view_id: string;
+  title: string;
+  widget_type: string;
+  position?: { x: number; y: number; w: number; h: number };
+  config?: Record<string, unknown>;
+}): Promise<{ data: DashboardWidget | null; error: string | null }> {
+  return request<DashboardWidget>(`/dashboards/${dashboardId}/widgets`, { method: "POST", body: JSON.stringify(data) });
+}
+
+export async function updateWidget(dashboardId: string, widgetId: string, data: {
+  title?: string;
+  widget_type?: string;
+  position?: { x: number; y: number; w: number; h: number };
+  config?: Record<string, unknown>;
+}): Promise<{ data: DashboardWidget | null; error: string | null }> {
+  return request<DashboardWidget>(`/dashboards/${dashboardId}/widgets/${widgetId}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
+export async function deleteWidget(dashboardId: string, widgetId: string): Promise<{ data: { ok: boolean } | null; error: string | null }> {
+  return request<{ ok: boolean }>(`/dashboards/${dashboardId}/widgets/${widgetId}`, { method: "DELETE" });
+}
+
+export async function getWidgetData(dashboardId: string, widgetId: string): Promise<{ data: WidgetData | null; error: string | null }> {
+  return request<WidgetData>(`/dashboards/${dashboardId}/widgets/${widgetId}/data`);
+}
+
+export async function getTeams(): Promise<{ data: Team[] | null; error: string | null }> {
+  return request<Team[]>("/teams");
+}
+
+export async function createTeam(data: { name: string; description?: string | null }): Promise<{ data: Team | null; error: string | null }> {
+  return request<Team>("/teams", { method: "POST", body: JSON.stringify(data) });
+}
+
+export async function updateTeam(id: string, data: { name?: string; description?: string | null }): Promise<{ data: Team | null; error: string | null }> {
+  return request<Team>(`/teams/${id}`, { method: "PATCH", body: JSON.stringify(data) });
+}
+
+export async function deleteTeam(id: string): Promise<{ data: { ok: boolean } | null; error: string | null }> {
+  return request<{ ok: boolean }>(`/teams/${id}`, { method: "DELETE" });
+}
+
+export async function addTeamMember(teamId: string, userId: string): Promise<{ data: unknown | null; error: string | null }> {
+  return request<unknown>(`/teams/${teamId}/members`, { method: "POST", body: JSON.stringify({ user_id: userId }) });
+}
+
+export async function removeTeamMember(teamId: string, userId: string): Promise<{ data: { ok: boolean } | null; error: string | null }> {
+  return request<{ ok: boolean }>(`/teams/${teamId}/members/${userId}`, { method: "DELETE" });
+}

web/src/lib/types.ts

@@ -1,9 +1,10 @@
 export interface Ticket {
-  id: string;
+  id: number;
   subject: string;
   queue_id: string;
   status: string;
   owner_id: string | null;
+  team_id: string | null;
   creator_id: string;
   created_at: string;
   updated_at: string;
@@ -17,11 +18,19 @@ export interface Queue {
   name: string;
   description: string | null;
   lifecycle_id: string | null;
+  team_id: string | null;
+}
+
+export interface User {
+  id: string;
+  username: string;
+  email: string | null;
+  created_at: string;
 }
 
 export interface Transaction {
   id: string;
-  ticket_id: string;
+  ticket_id: number;
   transaction_type: string;
   field: string | null;
   old_value: string | null;
@@ -35,13 +44,16 @@ export interface Scrip {
   id: string;
   queue_id: string | null;
   name: string;
+  description: string | null;
   condition_type: string;
+  condition_config: Record<string, unknown>;
   action_type: string;
   action_config: Record<string, unknown>;
   template_id: string | null;
   stage: string;
   sort_order: number;
   disabled: boolean;
+  created_at: string;
 }
 
 export interface Template {
@@ -50,6 +62,13 @@ export interface Template {
   queue_id: string | null;
   subject_template: string;
   body_template: string;
+  created_at: string;
+}
+
+export interface TemplatePreview {
+  subject: string;
+  body: string;
+  context: unknown;
 }
 
 export interface Lifecycle {
@@ -65,16 +84,26 @@ export interface LifecycleDefinition {
 
 export interface CustomField {
   id: string;
+  key: string;
   name: string;
   field_type: string;
   values: unknown | null;
   max_values: number;
+  pattern: string | null;
+}
+
+export interface QueueCustomField {
+  id: string;
+  queue_id: string;
+  custom_field_id: string;
+  sort_order: number;
+  custom_field: CustomField | null;
 }
 
 export interface CustomFieldValue {
   id: string;
   custom_field_id: string;
-  ticket_id: string;
+  ticket_id: number;
   value: string;
   custom_field?: CustomField;
 }
@@ -101,3 +130,71 @@ export interface ScripResult {
   success: boolean;
   message: string;
 }
+
+export interface SavedFilter {
+  field: string;
+  operator: string;
+  value: string;
+}
+
+export interface SavedView {
+  id: string;
+  name: string;
+  filters: SavedFilter[];
+  sort_key: string;
+  columns: unknown[];
+  is_public: boolean;
+  creator_id: string | null;
+  created_at: string;
+}
+
+export interface Team {
+  id: string;
+  name: string;
+  description: string | null;
+  created_at: string;
+  members?: User[];
+}
+
+export interface Dashboard {
+  id: string;
+  name: string;
+  description: string | null;
+  team_id: string | null;
+  layout: unknown[];
+  is_default: boolean;
+  created_at: string;
+  widgets?: DashboardWidget[];
+}
+
+export interface DashboardWidget {
+  id: string;
+  dashboard_id: string;
+  view_id: string;
+  title: string;
+  widget_type: string;
+  position: { x: number; y: number; w: number; h: number };
+  config: Record<string, unknown>;
+  created_at: string;
+}
+
+export interface WidgetTicket {
+  id: number;
+  subject: string;
+  status: string;
+  owner_id: string | null;
+  owner_name: string | null;
+  queue_name: string;
+  updated_at: string;
+}
+
+export interface WidgetData {
+  type: string;
+  title: string;
+  total: number;
+  view_id: string;
+  tickets?: WidgetTicket[];
+  counts?: Record<string, number>;
+  groups?: Record<string, number>;
+  group_by?: string;
+}

web/src/lib/utils.ts

@@ -4,3 +4,7 @@ import { twMerge } from "tailwind-merge"
 export function cn(...inputs: ClassValue[]) {
   return twMerge(clsx(inputs))
 }
+
+export function formatTicketId(id: number): string {
+  return `TKT-${String(id).padStart(4, "0")}`
+}