diff --git a/src/app/(admin)/dashboard/page.tsx b/src/app/(admin)/dashboard/page.tsx
index 45c3f22..40ad72d 100644
--- a/src/app/(admin)/dashboard/page.tsx
+++ b/src/app/(admin)/dashboard/page.tsx
@@ -1,7 +1,13 @@
+import { redirect } from "next/navigation";
+import { getCurrentSession } from "@/lib/auth/session";
 import { listTickets } from "@/lib/tickets/service";
 import { TicketBoard } from "./ticket-board";
 
 export default async function DashboardPage() {
-  const tickets = await listTickets();
-  return <TicketBoard initialTickets={tickets} />;
+  const session = await getCurrentSession();
+  if (!session) redirect("/login");
+
+  const currentUser = { id: session.user.id, role: session.user.role };
+  const tickets = await listTickets(undefined, currentUser);
+  return <TicketBoard initialTickets={tickets} currentUser={currentUser} />;
 }
diff --git a/src/app/(admin)/dashboard/ticket-board.tsx b/src/app/(admin)/dashboard/ticket-board.tsx
index bc78686..1f3de5b 100644
--- a/src/app/(admin)/dashboard/ticket-board.tsx
+++ b/src/app/(admin)/dashboard/ticket-board.tsx
@@ -7,6 +7,7 @@ import { Send, Globe, UserRound, Mail, MessageSquare, Plus, Inbox, Search, X } f
 import { useTicketEvents } from "@/lib/events/use-ticket-events";
 import { formatRelativeTime } from "@/lib/format";
 import type { TicketDTO, TicketStatus } from "@/lib/tickets/types";
+import { isTicketVisibleTo } from "@/lib/tickets/visibility";
 import { NewTicketModal } from "./new-ticket-modal";
 import { Avatar } from "@/components/avatar";
 import { TAG_COLOR_CLASSES } from "@/lib/tags/colors";
@@ -42,7 +43,13 @@ const PRIORITY_COLOR: Record<TicketDTO["priority"], string> = {
   urgent: "var(--danger)",
 };
 
-export function TicketBoard({ initialTickets }: { initialTickets: TicketDTO[] }) {
+export function TicketBoard({
+  initialTickets,
+  currentUser,
+}: {
+  initialTickets: TicketDTO[];
+  currentUser: { id: string; role: "admin" | "agent" };
+}) {
   const [tickets, setTickets] = useState<TicketDTO[]>(initialTickets);
   const [modalOpen, setModalOpen] = useState(false);
   const [activeTagId, setActiveTagId] = useState<string | null>(null);
@@ -52,13 +59,30 @@ export function TicketBoard({ initialTickets }: { initialTickets: TicketDTO[] })
 
   useTicketEvents("/api/events", (event) => {
     if (event.type === "ticket.created" || event.type === "ticket.updated") {
+      const visible = isTicketVisibleTo(event.ticket, currentUser);
       setTickets((prev) => {
         const withoutIt = prev.filter((t) => t.id !== event.ticket.id);
-        return [event.ticket, ...withoutIt];
+        // Drop it if a live update (e.g. reassignment) just made it invisible
+        // to this agent — otherwise it'd linger on their board until reload.
+        return visible ? [event.ticket, ...withoutIt] : withoutIt;
       });
     }
   });
 
+  // Server push (SSE) already keeps this current, but that depends on the
+  // event stream actually reaching the browser through whatever reverse
+  // proxy sits in front — a periodic refetch is a plain safety net so the
+  // board is never more than 30s stale even if that path is broken.
+  useEffect(() => {
+    const interval = setInterval(() => {
+      fetch("/api/tickets")
+        .then((res) => res.json())
+        .then((data) => setTickets(data.tickets ?? []))
+        .catch(() => {});
+    }, 30_000);
+    return () => clearInterval(interval);
+  }, []);
+
   // Search hits the server (message bodies aren't loaded client-side),
   // debounced. An empty query needs no fetch — baseTickets below just falls
   // back to the live SSE-backed list, so there's nothing to reset here.
diff --git a/src/app/(admin)/desktop-notifications.tsx b/src/app/(admin)/desktop-notifications.tsx
index 0c05c0f..7c7f2be 100644
--- a/src/app/(admin)/desktop-notifications.tsx
+++ b/src/app/(admin)/desktop-notifications.tsx
@@ -2,6 +2,7 @@
 
 import { useRouter } from "next/navigation";
 import { useTicketEvents } from "@/lib/events/use-ticket-events";
+import { isTicketVisibleTo } from "@/lib/tickets/visibility";
 
 /**
  * No visible UI — just a permanently-mounted subscriber (in the admin
@@ -10,7 +11,7 @@ import { useTicketEvents } from "@/lib/events/use-ticket-events";
  * response," while the tab is in the background. Agent-authored messages
  * are deliberately skipped — that's the agent's own action, not a signal.
  */
-export function DesktopNotifications() {
+export function DesktopNotifications({ currentUser }: { currentUser: { id: string; role: "admin" | "agent" } }) {
   const router = useRouter();
 
   useTicketEvents("/api/events", (event) => {
@@ -18,12 +19,14 @@ export function DesktopNotifications() {
     if (Notification.permission !== "granted" || !document.hidden) return;
 
     if (event.type === "ticket.created") {
+      if (!isTicketVisibleTo(event.ticket, currentUser)) return;
       const notification = new Notification("Новая заявка", { body: event.ticket.subject });
       notification.onclick = () => {
         window.focus();
         router.push(`/tickets/${event.ticket.id}`);
       };
     } else if (event.type === "message.created" && event.message.authorType === "customer") {
+      if (!isTicketVisibleTo({ assigneeId: event.assigneeId }, currentUser)) return;
       const notification = new Notification(`Сообщение от ${event.message.authorName}`, {
         body: event.message.body.slice(0, 120),
       });
diff --git a/src/app/(admin)/layout.tsx b/src/app/(admin)/layout.tsx
index fd73e13..e06ad7a 100644
--- a/src/app/(admin)/layout.tsx
+++ b/src/app/(admin)/layout.tsx
@@ -1,4 +1,5 @@
 import { redirect } from "next/navigation";
+import Link from "next/link";
 import { Ticket } from "lucide-react";
 import { getCurrentSession } from "@/lib/auth/session";
 import { LogoutButton } from "./logout-button";
@@ -7,6 +8,7 @@ import { ThemeToggle } from "./theme-toggle";
 import { SettingsMenu } from "./settings-menu";
 import { NotificationToggle } from "./notification-toggle";
 import { DesktopNotifications } from "./desktop-notifications";
+import { TicketToasts } from "./ticket-toasts";
 
 export default async function AdminLayout({ children }: { children: React.ReactNode }) {
   const session = await getCurrentSession();
@@ -14,30 +16,34 @@ export default async function AdminLayout({ children }: { children: React.ReactN
     redirect("/login");
   }
 
+  const isAdmin = session.user.role === "admin";
+  const currentUser = { id: session.user.id, role: session.user.role };
+
   return (
     <div className="flex min-h-screen flex-col bg-bg">
       <header className="border-b border-border bg-surface">
         <div className="mx-auto flex max-w-7xl flex-wrap items-center gap-x-6 gap-y-2 px-4 py-3 sm:px-6">
-          <div className="flex items-center gap-2 font-display text-[15px] font-bold tracking-tight">
+          <Link href="/dashboard" className="flex items-center gap-2 font-display text-[15px] font-bold tracking-tight">
             <div className="flex h-7 w-7 shrink-0 items-center justify-center rounded-md bg-accent text-white">
               <Ticket size={15} strokeWidth={2.5} />
             </div>
             top-tickets
+          </Link>
+          <div className="order-last w-full overflow-x-auto sm:order-none sm:w-auto sm:flex-1 sm:overflow-visible sm:flex sm:justify-center">
+            <NavLinks isAdmin={isAdmin} />
           </div>
-          <div className="ml-auto flex items-center gap-2 sm:gap-3">
-            <span className="hidden text-sm text-text-muted sm:inline">{session.user.name}</span>
+          <div className="ml-auto flex items-center gap-2 sm:ml-0 sm:gap-3">
             <NotificationToggle />
-            <SettingsMenu isAdmin={session.user.role === "admin"} />
             <ThemeToggle />
+            {isAdmin && <SettingsMenu isAdmin={isAdmin} />}
+            <span className="hidden text-sm text-text-muted sm:inline">{session.user.name}</span>
             <LogoutButton />
           </div>
-          <div className="order-last w-full overflow-x-auto sm:order-none sm:w-auto sm:overflow-visible">
-            <NavLinks />
-          </div>
         </div>
       </header>
       <main className="mx-auto w-full max-w-7xl flex-1 px-4 py-6 sm:px-6">{children}</main>
-      <DesktopNotifications />
+      <DesktopNotifications currentUser={currentUser} />
+      <TicketToasts currentUser={currentUser} />
     </div>
   );
 }
diff --git a/src/app/(admin)/nav-links.tsx b/src/app/(admin)/nav-links.tsx
index 0cce590..9448482 100644
--- a/src/app/(admin)/nav-links.tsx
+++ b/src/app/(admin)/nav-links.tsx
@@ -5,16 +5,17 @@ import { usePathname } from "next/navigation";
 import { LayoutDashboard, BarChart3 } from "lucide-react";
 
 const links = [
-  { href: "/dashboard", label: "Заявки", icon: LayoutDashboard },
-  { href: "/stats", label: "Статистика", icon: BarChart3 },
+  { href: "/dashboard", label: "Заявки", icon: LayoutDashboard, adminOnly: false },
+  { href: "/stats", label: "Статистика", icon: BarChart3, adminOnly: true },
 ];
 
-export function NavLinks() {
+export function NavLinks({ isAdmin }: { isAdmin: boolean }) {
   const pathname = usePathname();
+  const visibleLinks = links.filter((link) => !link.adminOnly || isAdmin);
 
   return (
     <nav className="flex items-center gap-1">
-      {links.map(({ href, label, icon: Icon }) => {
+      {visibleLinks.map(({ href, label, icon: Icon }) => {
         const active = pathname.startsWith(href);
         return (
           <Link
diff --git a/src/app/(admin)/stats/page.tsx b/src/app/(admin)/stats/page.tsx
index 06a538f..71daef4 100644
--- a/src/app/(admin)/stats/page.tsx
+++ b/src/app/(admin)/stats/page.tsx
@@ -1,4 +1,6 @@
+import { redirect } from "next/navigation";
 import { Inbox, CircleDot, Clock, CheckCircle2 } from "lucide-react";
+import { getCurrentSession } from "@/lib/auth/session";
 import { getStatsOverview } from "@/lib/tickets/service";
 import { formatDurationMinutes } from "@/lib/format";
 import { StatTile, HorizontalBar, DailyBarChart } from "./charts";
@@ -19,6 +21,11 @@ const CHANNEL_META: Record<string, { label: string; colorClass: string }> = {
 };
 
 export default async function StatsPage() {
+  const session = await getCurrentSession();
+  if (!session || session.user.role !== "admin") {
+    redirect("/dashboard");
+  }
+
   const stats = await getStatsOverview();
   const maxChannelCount = Math.max(...Object.values(stats.channelCounts), 1);
   const maxAgentWorkload = Math.max(...stats.agentWorkload.map((a) => a.openCount), 1);
diff --git a/src/app/(admin)/ticket-toasts.tsx b/src/app/(admin)/ticket-toasts.tsx
new file mode 100644
index 0000000..d40fa76
--- /dev/null
+++ b/src/app/(admin)/ticket-toasts.tsx
@@ -0,0 +1,108 @@
+"use client";
+
+import { useCallback, useRef, useState } from "react";
+import { useRouter } from "next/navigation";
+import { AnimatePresence, motion } from "framer-motion";
+import { Bell, X } from "lucide-react";
+import { useTicketEvents } from "@/lib/events/use-ticket-events";
+import { isTicketVisibleTo } from "@/lib/tickets/visibility";
+
+interface Toast {
+  id: string;
+  title: string;
+  body: string;
+  href: string;
+}
+
+/** A short two-tone chime via the Web Audio API — no audio asset needed. */
+function playChime() {
+  try {
+    const AudioCtor = window.AudioContext ?? (window as unknown as { webkitAudioContext?: typeof AudioContext }).webkitAudioContext;
+    if (!AudioCtor) return;
+    const ctx = new AudioCtor();
+    const now = ctx.currentTime;
+    for (const [freq, start] of [[880, 0], [1175, 0.12]] as const) {
+      const osc = ctx.createOscillator();
+      const gain = ctx.createGain();
+      osc.type = "sine";
+      osc.frequency.value = freq;
+      gain.gain.setValueAtTime(0.0001, now + start);
+      gain.gain.exponentialRampToValueAtTime(0.25, now + start + 0.01);
+      gain.gain.exponentialRampToValueAtTime(0.0001, now + start + 0.25);
+      osc.connect(gain);
+      gain.connect(ctx.destination);
+      osc.start(now + start);
+      osc.stop(now + start + 0.25);
+    }
+    setTimeout(() => ctx.close(), 500);
+  } catch {
+    // audio isn't critical to the notification — a silent toast still works
+  }
+}
+
+/**
+ * In-page toast + sound for new tickets and customer messages, shown
+ * regardless of tab focus. Complements DesktopNotifications, which only
+ * fires the native OS notification while the tab is in the background —
+ * this is the "still on the page" case.
+ */
+export function TicketToasts({ currentUser }: { currentUser: { id: string; role: "admin" | "agent" } }) {
+  const router = useRouter();
+  const [toasts, setToasts] = useState<Toast[]>([]);
+  const idCounter = useRef(0);
+
+  const pushToast = useCallback((title: string, body: string, href: string) => {
+    const id = `${Date.now()}-${idCounter.current++}`;
+    setToasts((prev) => [...prev, { id, title, body, href }]);
+    playChime();
+    setTimeout(() => setToasts((prev) => prev.filter((t) => t.id !== id)), 6_000);
+  }, []);
+
+  useTicketEvents("/api/events", (event) => {
+    if (event.type === "ticket.created") {
+      if (!isTicketVisibleTo(event.ticket, currentUser)) return;
+      pushToast("Новая заявка", event.ticket.subject, `/tickets/${event.ticket.id}`);
+    } else if (event.type === "message.created" && event.message.authorType === "customer") {
+      if (!isTicketVisibleTo({ assigneeId: event.assigneeId }, currentUser)) return;
+      pushToast(`Сообщение от ${event.message.authorName}`, event.message.body.slice(0, 120), `/tickets/${event.ticketId}`);
+    }
+  });
+
+  function dismiss(id: string) {
+    setToasts((prev) => prev.filter((t) => t.id !== id));
+  }
+
+  return (
+    <div className="pointer-events-none fixed bottom-4 right-4 z-50 flex w-full max-w-sm flex-col gap-2">
+      <AnimatePresence initial={false}>
+        {toasts.map((toast) => (
+          <motion.div
+            key={toast.id}
+            initial={{ opacity: 0, y: 12, scale: 0.96 }}
+            animate={{ opacity: 1, y: 0, scale: 1 }}
+            exit={{ opacity: 0, scale: 0.96 }}
+            transition={{ duration: 0.15 }}
+            className="card pointer-events-auto flex items-start gap-2 p-3 shadow-md"
+          >
+            <span className="mt-0.5 flex h-6 w-6 shrink-0 items-center justify-center rounded-full bg-accent-soft text-accent-soft-text">
+              <Bell size={13} />
+            </span>
+            <button
+              onClick={() => {
+                dismiss(toast.id);
+                router.push(toast.href);
+              }}
+              className="min-w-0 flex-1 text-left"
+            >
+              <p className="truncate text-sm font-medium">{toast.title}</p>
+              <p className="line-clamp-2 text-xs text-text-muted">{toast.body}</p>
+            </button>
+            <button onClick={() => dismiss(toast.id)} className="text-text-faint hover:text-text" aria-label="Закрыть">
+              <X size={13} />
+            </button>
+          </motion.div>
+        ))}
+      </AnimatePresence>
+    </div>
+  );
+}
diff --git a/src/app/api/tickets/route.ts b/src/app/api/tickets/route.ts
index f1d50ab..5bb1c20 100644
--- a/src/app/api/tickets/route.ts
+++ b/src/app/api/tickets/route.ts
@@ -10,7 +10,7 @@ export async function GET(request: Request) {
   if (!session) return response;
 
   const query = new URL(request.url).searchParams.get("q") ?? undefined;
-  const tickets = await listTickets(query);
+  const tickets = await listTickets(query, { id: session.user.id, role: session.user.role });
   return NextResponse.json({ tickets });
 }
 
diff --git a/src/lib/events/bus.ts b/src/lib/events/bus.ts
index ac6961d..a3e90de 100644
--- a/src/lib/events/bus.ts
+++ b/src/lib/events/bus.ts
@@ -4,7 +4,7 @@ import type { TicketDTO, MessageDTO } from "@/lib/tickets/types";
 export type TicketEvent =
   | { type: "ticket.created"; ticket: TicketDTO }
   | { type: "ticket.updated"; ticket: TicketDTO }
-  | { type: "message.created"; ticketId: string; customerId: string; message: MessageDTO };
+  | { type: "message.created"; ticketId: string; customerId: string; assigneeId: string | null; message: MessageDTO };
 
 // Next.js dev mode reloads this module on every edit — stash the emitter on
 // globalThis so hot reload doesn't spawn a second, disconnected bus.
diff --git a/src/lib/tickets/service.ts b/src/lib/tickets/service.ts
index 6466d3b..844be3e 100644
--- a/src/lib/tickets/service.ts
+++ b/src/lib/tickets/service.ts
@@ -161,6 +161,7 @@ async function appendMessage(params: {
     type: "message.created",
     ticketId: ticket.id,
     customerId: ticket.customerId,
+    assigneeId: dto.assigneeId,
     message: messageDto,
   });
 
@@ -415,8 +416,16 @@ export async function assignTicket(ticketId: string, assigneeId: string | null)
  * Optional `query` filters by ticket subject, customer name, or any message
  * body in the thread — a plain LIKE search, not FTS5 (simpler and
  * sufficient at this ticket volume; revisit if it gets slow).
+ *
+ * `visibility` restricts the result to what an agent should see: tickets
+ * assigned to them, plus unassigned ones (so new/unclaimed tickets are
+ * still discoverable to pick up) — not the whole board. Admins see
+ * everything, so pass `undefined`/role "admin" for that case.
  */
-export async function listTickets(query?: string): Promise<TicketDTO[]> {
+export async function listTickets(
+  query?: string,
+  visibility?: { id: string; role: "admin" | "agent" },
+): Promise<TicketDTO[]> {
   let matchingTicketIds: Set<string> | null = null;
 
   const trimmed = query?.trim();
@@ -446,7 +455,13 @@ export async function listTickets(query?: string): Promise<TicketDTO[]> {
     .orderBy(desc(tickets.lastMessageAt));
 
   const idsToKeep = matchingTicketIds;
-  const filteredRows = idsToKeep ? rows.filter((r) => idsToKeep.has(r.ticket.id)) : rows;
+  let filteredRows = idsToKeep ? rows.filter((r) => idsToKeep.has(r.ticket.id)) : rows;
+
+  if (visibility?.role === "agent") {
+    filteredRows = filteredRows.filter(
+      (r) => r.ticket.assigneeId === null || r.ticket.assigneeId === visibility.id,
+    );
+  }
 
   const tagsMap = await getTagsForTickets(filteredRows.map((r) => r.ticket.id));
   return filteredRows.map((row) => toTicketDTO(row.ticket, row.customerName, tagsMap.get(row.ticket.id) ?? []));
diff --git a/src/lib/tickets/visibility.ts b/src/lib/tickets/visibility.ts
new file mode 100644
index 0000000..c5771d1
--- /dev/null
+++ b/src/lib/tickets/visibility.ts
@@ -0,0 +1,10 @@
+import type { TicketDTO } from "./types";
+
+/** Agents see tickets assigned to them plus unassigned ones (so new tickets are still discoverable to pick up); admins see everything. */
+export function isTicketVisibleTo(
+  ticket: Pick<TicketDTO, "assigneeId">,
+  user: { id: string; role: "admin" | "agent" },
+): boolean {
+  if (user.role === "admin") return true;
+  return ticket.assigneeId === null || ticket.assigneeId === user.id;
+}