Design overhaul, stats page, internal notes

Design: Onest+Unbounded font pairing (Cyrillic-verified, replacing plain
Golos Text), manual light/dark toggle wired to the data-theme cascade
already built in MVP-1, refreshed palette + new chart-mark tokens
(CVD-validated via the dataviz skill's validator), colored avatar
initials, per-channel colored badges, favicon, nicer empty states.

Stats: /stats page — status/channel breakdown, 14-day ticket volume,
avg first-response time, per-agent open-ticket workload. Colors and
chart forms follow the dataviz skill's procedure (categorical order
re-stepped to clear the CVD adjacency check in both themes).

Internal notes: messages.visibility ("public"/"internal") column.
Agent-only notes never reach customer-facing reads (getTicketForCustomer)
or the customer SSE stream (/api/portal/events, reused by the widget) —
fixed at both the initial-fetch and live-delivery layers.

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
Claude-Session: https://claude.ai/code/session_01QcXH24ky6zjk2UyK5oZUPH

src/app/(admin)/dashboard/ticket-board.tsx

@@ -3,17 +3,18 @@
 import { useMemo, useState } from "react";
 import Link from "next/link";
 import { AnimatePresence, motion } from "framer-motion";
-import { Send, Globe, UserRound, Mail, MessageSquare, Plus } from "lucide-react";
+import { Send, Globe, UserRound, Mail, MessageSquare, Plus, Inbox } from "lucide-react";
 import { useTicketEvents } from "@/lib/events/use-ticket-events";
 import { formatRelativeTime } from "@/lib/format";
 import type { TicketDTO, TicketStatus } from "@/lib/tickets/types";
 import { NewTicketModal } from "./new-ticket-modal";
+import { Avatar } from "@/components/avatar";
 
-const COLUMNS: { status: TicketStatus; label: string }[] = [
-  { status: "new", label: "Новые" },
-  { status: "open", label: "Открытые" },
-  { status: "pending", label: "В ожидании" },
-  { status: "closed", label: "Закрытые" },
+const COLUMNS: { status: TicketStatus; label: string; empty: string }[] = [
+  { status: "new", label: "Новые", empty: "Новых заявок нет" },
+  { status: "open", label: "Открытые", empty: "Ничего в работе" },
+  { status: "pending", label: "В ожидании", empty: "Никто не ждёт ответа" },
+  { status: "closed", label: "Закрытые", empty: "Пока нечего закрывать" },
 ];
 
 const CHANNEL_ICON = {
@@ -24,6 +25,15 @@ const CHANNEL_ICON = {
   widget: MessageSquare,
 } as const;
 
+// Full literal strings — see components/avatar.tsx for why.
+const CHANNEL_CHIP_CLASSES = {
+  telegram: "bg-info-soft text-info-soft-text",
+  email: "bg-accent-soft text-accent-soft-text",
+  widget: "bg-success-soft text-success-soft-text",
+  portal: "bg-warning-soft text-warning-soft-text",
+  manual: "bg-surface-hover text-text-muted",
+} as const;
+
 const PRIORITY_COLOR: Record<TicketDTO["priority"], string> = {
   low: "var(--text-faint)",
   normal: "var(--border-strong)",
@@ -58,7 +68,7 @@ export function TicketBoard({ initialTickets }: { initialTickets: TicketDTO[] })
   return (
     <div>
       <div className="mb-5 flex items-center justify-between">
-        <h1 className="text-xl font-bold tracking-tight">Заявки</h1>
+        <h1 className="font-display text-xl font-bold tracking-tight">Заявки</h1>
         <button className="btn btn-primary" onClick={() => setModalOpen(true)}>
           <Plus size={16} />
           Новая заявка
@@ -81,9 +91,10 @@ export function TicketBoard({ initialTickets }: { initialTickets: TicketDTO[] })
                 ))}
               </AnimatePresence>
               {byStatus[col.status].length === 0 && (
-                <p className="rounded-md border border-dashed border-border px-3 py-6 text-center text-xs text-text-faint">
-                  Пусто
-                </p>
+                <div className="flex flex-col items-center gap-2 rounded-md border border-dashed border-border px-3 py-8 text-center">
+                  <Inbox size={18} className="text-text-faint" />
+                  <p className="text-xs text-text-faint">{col.empty}</p>
+                </div>
               )}
             </div>
           </div>
@@ -108,16 +119,21 @@ function TicketCard({ ticket }: { ticket: TicketDTO }) {
     >
       <Link
         href={`/tickets/${ticket.id}`}
-        className="card block p-3 transition-shadow hover:shadow-md"
+        className="card block p-3 shadow-sm transition-shadow hover:shadow-md"
         style={{ borderLeft: `3px solid ${PRIORITY_COLOR[ticket.priority]}` }}
       >
-        <p className="mb-1.5 line-clamp-2 text-sm font-medium">{ticket.subject}</p>
-        <div className="flex items-center justify-between text-xs text-text-muted">
-          <span className="flex items-center gap-1 truncate">
-            <Icon size={12} />
-            {ticket.customerName}
+        <p className="mb-2 line-clamp-2 text-sm font-medium">{ticket.subject}</p>
+        <div className="flex items-center justify-between">
+          <span className="flex min-w-0 items-center gap-1.5">
+            <Avatar name={ticket.customerName} size={20} />
+            <span className="truncate text-xs text-text-muted">{ticket.customerName}</span>
+          </span>
+          <span className="flex shrink-0 items-center gap-1.5">
+            <span className={`flex h-5 w-5 items-center justify-center rounded-full ${CHANNEL_CHIP_CLASSES[ticket.channel]}`}>
+              <Icon size={11} />
+            </span>
+            <span className="text-xs text-text-faint">{formatRelativeTime(ticket.lastMessageAt)}</span>
           </span>
-          <span className="shrink-0 text-text-faint">{formatRelativeTime(ticket.lastMessageAt)}</span>
         </div>
       </Link>
     </motion.div>

src/app/(admin)/layout.tsx

@@ -3,6 +3,7 @@ import { Ticket } from "lucide-react";
 import { getCurrentSession } from "@/lib/auth/session";
 import { LogoutButton } from "./logout-button";
 import { NavLinks } from "./nav-links";
+import { ThemeToggle } from "./theme-toggle";
 
 export default async function AdminLayout({ children }: { children: React.ReactNode }) {
   const session = await getCurrentSession();
@@ -14,7 +15,7 @@ export default async function AdminLayout({ children }: { children: React.ReactN
     <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 items-center gap-6 px-6 py-3">
-          <div className="flex items-center gap-2 font-bold tracking-tight">
+          <div className="flex items-center gap-2 font-display text-[15px] font-bold tracking-tight">
             <div className="flex h-7 w-7 items-center justify-center rounded-md bg-accent text-white">
               <Ticket size={15} strokeWidth={2.5} />
             </div>
@@ -23,6 +24,7 @@ export default async function AdminLayout({ children }: { children: React.ReactN
           <NavLinks />
           <div className="ml-auto flex items-center gap-3">
             <span className="text-sm text-text-muted">{session.user.name}</span>
+            <ThemeToggle />
             <LogoutButton />
           </div>
         </div>

src/app/(admin)/nav-links.tsx

@@ -2,10 +2,11 @@
 
 import Link from "next/link";
 import { usePathname } from "next/navigation";
-import { LayoutDashboard, Send, Mail, Code2 } from "lucide-react";
+import { LayoutDashboard, BarChart3, Send, Mail, Code2 } from "lucide-react";
 
 const links = [
   { href: "/dashboard", label: "Дашборд", icon: LayoutDashboard },
+  { href: "/stats", label: "Статистика", icon: BarChart3 },
   { href: "/settings/telegram", label: "Telegram", icon: Send },
   { href: "/settings/email", label: "Почта", icon: Mail },
   { href: "/settings/widget", label: "Виджет", icon: Code2 },

src/app/(admin)/stats/charts.tsx

@@ -0,0 +1,89 @@
+// Small inline HTML/CSS charts — see the dataviz skill guidance this file
+// follows: thin marks (≤24px), 4px rounded data-end / square baseline,
+// direct labels (never color alone), text in text tokens (never data color).
+
+export function StatTile({ label, value }: { label: string; value: string }) {
+  return (
+    <div className="card p-4">
+      <p className="mb-1 text-xs text-text-muted">{label}</p>
+      <p className="text-2xl font-semibold">{value}</p>
+    </div>
+  );
+}
+
+const BAR_HEIGHT = 16;
+
+export function HorizontalBar({
+  label,
+  value,
+  max,
+  colorClass,
+}: {
+  label: string;
+  value: number;
+  max: number;
+  colorClass: string;
+}) {
+  const pct = max > 0 ? (value / max) * 100 : 0;
+
+  return (
+    <div className="flex items-center gap-3">
+      <span className="w-24 shrink-0 truncate text-xs text-text-muted">{label}</span>
+      <div
+        className="flex-1 overflow-hidden bg-surface-hover"
+        style={{ height: BAR_HEIGHT, borderRadius: 4 }}
+        title={`${label}: ${value}`}
+      >
+        <div
+          className={colorClass}
+          style={{
+            width: `${pct}%`,
+            height: "100%",
+            borderRadius: "0 4px 4px 0",
+            transition: "width 300ms ease",
+          }}
+        />
+      </div>
+      <span className="w-6 shrink-0 text-right text-xs font-medium text-text">{value}</span>
+    </div>
+  );
+}
+
+export function DailyBarChart({ data }: { data: { label: string; count: number }[] }) {
+  const max = Math.max(...data.map((d) => d.count), 1);
+
+  return (
+    <div>
+      <div className="flex h-32 items-end gap-1 border-b border-border pb-0.5">
+        {data.map((d, i) => (
+          <div key={i} className="group relative flex flex-1 flex-col items-center justify-end" title={`${d.label}: ${d.count}`}>
+            {d.count > 0 && (
+              <span className="mb-1 text-[10px] text-text-faint opacity-0 transition-opacity group-hover:opacity-100">
+                {d.count}
+              </span>
+            )}
+            <div
+              className="w-full bg-chart-1"
+              style={{
+                height: max > 0 ? `${Math.max((d.count / max) * 100, d.count > 0 ? 4 : 1)}%` : "1%",
+                borderRadius: "4px 4px 0 0",
+                opacity: d.count > 0 ? 1 : 0.15,
+              }}
+            />
+          </div>
+        ))}
+      </div>
+      <div className="mt-1 flex gap-1">
+        {data.map((d, i) => (
+          <span
+            key={i}
+            className="flex-1 truncate text-center text-[10px] text-text-faint"
+            style={{ visibility: i % 3 === 0 ? "visible" : "hidden" }}
+          >
+            {d.label}
+          </span>
+        ))}
+      </div>
+    </div>
+  );
+}

src/app/(admin)/stats/page.tsx

@@ -0,0 +1,105 @@
+import { Inbox, CircleDot, Clock, CheckCircle2 } from "lucide-react";
+import { getStatsOverview } from "@/lib/tickets/service";
+import { formatDurationMinutes } from "@/lib/format";
+import { StatTile, HorizontalBar, DailyBarChart } from "./charts";
+
+const STATUS_META = {
+  new: { label: "Новые", icon: Inbox, soft: "--accent-soft", softText: "--accent-soft-text" },
+  open: { label: "Открытые", icon: CircleDot, soft: "--success-soft", softText: "--success-soft-text" },
+  pending: { label: "В ожидании", icon: Clock, soft: "--warning-soft", softText: "--warning-soft-text" },
+  closed: { label: "Закрытые", icon: CheckCircle2, soft: "--border", softText: "--text-muted" },
+} as const;
+
+const CHANNEL_META: Record<string, { label: string; colorClass: string }> = {
+  email: { label: "Почта", colorClass: "bg-chart-1" },
+  widget: { label: "Виджет", colorClass: "bg-chart-2" },
+  telegram: { label: "Telegram", colorClass: "bg-chart-3" },
+  portal: { label: "Портал", colorClass: "bg-chart-4" },
+  manual: { label: "Вручную", colorClass: "bg-chart-muted" },
+};
+
+export default async function StatsPage() {
+  const stats = await getStatsOverview();
+  const maxChannelCount = Math.max(...Object.values(stats.channelCounts), 1);
+  const maxAgentWorkload = Math.max(...stats.agentWorkload.map((a) => a.openCount), 1);
+
+  return (
+    <div>
+      <h1 className="mb-5 font-display text-xl font-bold tracking-tight">Статистика</h1>
+
+      <div className="mb-6 grid grid-cols-2 gap-3 sm:grid-cols-4">
+        <StatTile label="Всего заявок" value={String(stats.totalTickets)} />
+        <StatTile label="В работе сейчас" value={String(stats.openTickets)} />
+        <StatTile label="Новых сегодня" value={String(stats.newToday)} />
+        <StatTile
+          label="Среднее время ответа"
+          value={stats.avgFirstResponseMinutes != null ? formatDurationMinutes(stats.avgFirstResponseMinutes) : "—"}
+        />
+      </div>
+
+      <div className="grid grid-cols-1 gap-4 lg:grid-cols-2">
+        <div className="card p-4">
+          <h2 className="mb-3 text-sm font-semibold text-text-muted">По статусам</h2>
+          <div className="grid grid-cols-2 gap-2">
+            {(Object.keys(STATUS_META) as (keyof typeof STATUS_META)[]).map((status) => {
+              const meta = STATUS_META[status];
+              const Icon = meta.icon;
+              return (
+                <div
+                  key={status}
+                  className="flex items-center justify-between rounded-md px-3 py-2 text-sm"
+                  style={{ background: `var(${meta.soft})`, color: `var(${meta.softText})` }}
+                >
+                  <span className="flex items-center gap-1.5">
+                    <Icon size={13} />
+                    {meta.label}
+                  </span>
+                  <span className="font-semibold">{stats.statusCounts[status]}</span>
+                </div>
+              );
+            })}
+          </div>
+        </div>
+
+        <div className="card p-4">
+          <h2 className="mb-3 text-sm font-semibold text-text-muted">По каналам</h2>
+          <div className="flex flex-col gap-2">
+            {Object.entries(stats.channelCounts).map(([channel, count]) => (
+              <HorizontalBar
+                key={channel}
+                label={CHANNEL_META[channel]?.label ?? channel}
+                value={count}
+                max={maxChannelCount}
+                colorClass={CHANNEL_META[channel]?.colorClass ?? "bg-chart-muted"}
+              />
+            ))}
+          </div>
+        </div>
+
+        <div className="card p-4 lg:col-span-2">
+          <h2 className="mb-3 text-sm font-semibold text-text-muted">Заявки за 14 дней</h2>
+          <DailyBarChart data={stats.ticketsPerDay} />
+        </div>
+
+        <div className="card p-4 lg:col-span-2">
+          <h2 className="mb-3 text-sm font-semibold text-text-muted">Загрузка агентов (открытые заявки)</h2>
+          {stats.agentWorkload.length === 0 ? (
+            <p className="text-sm text-text-faint">Пока нет данных.</p>
+          ) : (
+            <div className="flex flex-col gap-2">
+              {stats.agentWorkload.map((agent) => (
+                <HorizontalBar
+                  key={agent.name}
+                  label={agent.name}
+                  value={agent.openCount}
+                  max={maxAgentWorkload}
+                  colorClass="bg-chart-1"
+                />
+              ))}
+            </div>
+          )}
+        </div>
+      </div>
+    </div>
+  );
+}

src/app/(admin)/theme-toggle.tsx

@@ -0,0 +1,27 @@
+"use client";
+
+import { Sun, Moon } from "lucide-react";
+
+function getEffectiveTheme(): "light" | "dark" {
+  const stored = document.documentElement.dataset.theme;
+  if (stored === "light" || stored === "dark") return stored;
+  return window.matchMedia("(prefers-color-scheme: dark)").matches ? "dark" : "light";
+}
+
+// Both icons always render; CSS (mirroring the same data-theme cascade the
+// palette itself uses) decides which one shows — avoids a useState/useEffect
+// pair just to reflect the DOM attribute the no-flash script already set.
+export function ThemeToggle() {
+  function toggle() {
+    const next = getEffectiveTheme() === "dark" ? "light" : "dark";
+    document.documentElement.dataset.theme = next;
+    localStorage.setItem("theme", next);
+  }
+
+  return (
+    <button onClick={toggle} className="btn btn-ghost theme-toggle-btn" title="Переключить тему" aria-label="Переключить тему">
+      <Sun size={15} className="theme-icon-sun" />
+      <Moon size={15} className="theme-icon-moon" />
+    </button>
+  );
+}

src/app/(admin)/tickets/[id]/ticket-thread.tsx

@@ -3,9 +3,10 @@
 import { useEffect, useRef, useState } from "react";
 import Link from "next/link";
 import { AnimatePresence, motion } from "framer-motion";
-import { ArrowLeft, Send } from "lucide-react";
+import { ArrowLeft, Send, StickyNote } from "lucide-react";
 import { useTicketEvents } from "@/lib/events/use-ticket-events";
 import { formatRelativeTime } from "@/lib/format";
+import { Avatar } from "@/components/avatar";
 import type { TicketDTO, MessageDTO, TicketStatus } from "@/lib/tickets/types";
 
 const STATUS_LABEL: Record<TicketStatus, string> = {
@@ -27,6 +28,7 @@ export function TicketThread({
   const [ticket, setTicket] = useState(initialTicket);
   const [messages, setMessages] = useState(initialMessages);
   const [draft, setDraft] = useState("");
+  const [visibility, setVisibility] = useState<"public" | "internal">("public");
   const [sending, setSending] = useState(false);
   const bottomRef = useRef<HTMLDivElement>(null);
 
@@ -49,7 +51,7 @@ export function TicketThread({
     const res = await fetch(`/api/tickets/${ticket.id}/messages`, {
       method: "POST",
       headers: { "Content-Type": "application/json" },
-      body: JSON.stringify({ body: draft }),
+      body: JSON.stringify({ body: draft, visibility }),
     });
     setSending(false);
     if (res.ok) setDraft("");
@@ -87,8 +89,11 @@ export function TicketThread({
             <ArrowLeft size={13} />
             Дашборд
           </Link>
-          <h1 className="truncate text-lg font-bold">{ticket.subject}</h1>
-          <p className="text-sm text-text-muted">{ticket.customerName}</p>
+          <h1 className="truncate font-display text-lg font-bold">{ticket.subject}</h1>
+          <span className="flex items-center gap-1.5">
+            <Avatar name={ticket.customerName} size={18} />
+            <span className="text-sm text-text-muted">{ticket.customerName}</span>
+          </span>
         </div>
 
         <div className="flex shrink-0 items-center gap-2">
@@ -127,7 +132,28 @@ export function TicketThread({
         <div ref={bottomRef} />
       </div>
 
-      <div className="mt-3 flex gap-2">
+      <div className="mt-3">
+        <div className="mb-1.5 flex gap-1">
+          <button
+            type="button"
+            onClick={() => setVisibility("public")}
+            className={`rounded-full px-2.5 py-1 text-xs font-medium transition-colors ${
+              visibility === "public" ? "bg-accent-soft text-accent-soft-text" : "text-text-faint hover:text-text-muted"
+            }`}
+          >
+            Ответ клиенту
+          </button>
+          <button
+            type="button"
+            onClick={() => setVisibility("internal")}
+            className={`rounded-full px-2.5 py-1 text-xs font-medium transition-colors ${
+              visibility === "internal" ? "bg-warning-soft text-warning-soft-text" : "text-text-faint hover:text-text-muted"
+            }`}
+          >
+            Заметка для команды
+          </button>
+        </div>
+        <div className="flex gap-2">
           <textarea
             value={draft}
             onChange={(e) => setDraft(e.target.value)}
@@ -138,14 +164,23 @@ export function TicketThread({
               }
             }}
             rows={2}
-          placeholder="Ответить клиенту…"
-          className="flex-1 resize-none rounded-md border border-border bg-surface px-3 py-2 text-sm outline-none focus:border-accent"
+            placeholder={visibility === "internal" ? "Заметка — клиент её не увидит…" : "Ответить клиенту…"}
+            className={`flex-1 resize-none rounded-md border px-3 py-2 text-sm outline-none ${
+              visibility === "internal"
+                ? "border-warning-soft-text/30 bg-warning-soft focus:border-warning"
+                : "border-border bg-surface focus:border-accent"
+            }`}
           />
-        <button onClick={sendReply} disabled={sending || !draft.trim()} className="btn btn-primary self-end">
-          <Send size={15} />
+          <button
+            onClick={sendReply}
+            disabled={sending || !draft.trim()}
+            className={visibility === "internal" ? "btn self-end bg-warning text-white hover:brightness-95" : "btn btn-primary self-end"}
+          >
+            {visibility === "internal" ? <StickyNote size={15} /> : <Send size={15} />}
           </button>
         </div>
       </div>
+    </div>
   );
 }
 
@@ -159,6 +194,27 @@ function MessageBubble({ message }: { message: MessageDTO }) {
     );
   }
 
+  if (message.visibility === "internal") {
+    return (
+      <motion.div
+        layout
+        initial={{ opacity: 0, y: 8 }}
+        animate={{ opacity: 1, y: 0 }}
+        transition={{ duration: 0.18 }}
+        className="mb-3 rounded-lg border border-dashed border-warning-soft-text/40 bg-warning-soft px-3 py-2"
+      >
+        <p className="mb-1 flex items-center gap-1.5 text-[11px] font-semibold text-warning-soft-text">
+          <StickyNote size={11} />
+          Внутренняя заметка
+        </p>
+        <p className="mb-1 whitespace-pre-wrap text-sm">{message.body}</p>
+        <p className="text-[11px] text-warning-soft-text/80">
+          {message.authorName} · {formatRelativeTime(message.createdAt)}
+        </p>
+      </motion.div>
+    );
+  }
+
   return (
     <motion.div
       layout

src/app/(auth)/login/page.tsx

@@ -35,7 +35,12 @@ export default function LoginPage() {
   }
 
   return (
-    <main className="flex min-h-screen items-center justify-center bg-bg px-4">
+    <main
+      className="flex min-h-screen items-center justify-center px-4"
+      style={{
+        background: "radial-gradient(ellipse 60% 50% at 50% -10%, var(--accent-soft), var(--bg) 70%)",
+      }}
+    >
       <motion.form
         onSubmit={handleSubmit}
         initial={{ opacity: 0, y: 12 }}
@@ -47,10 +52,10 @@ export default function LoginPage() {
           <div className="flex h-9 w-9 items-center justify-center rounded-md bg-accent text-white">
             <Ticket size={18} strokeWidth={2.5} />
           </div>
-          <span className="text-lg font-bold tracking-tight">top-tickets</span>
+          <span className="font-display text-lg font-bold tracking-tight">top-tickets</span>
         </div>
 
-        <h1 className="mb-1 text-xl font-semibold">Вход для агентов</h1>
+        <h1 className="mb-1 font-display text-xl font-semibold">Вход для агентов</h1>
         <p className="mb-6 text-sm text-text-muted">Войдите, чтобы открыть дашборд заявок.</p>
 
         <label className="mb-3 block text-sm">

src/app/(portal)/layout.tsx

@@ -4,7 +4,7 @@ export default function PortalLayout({ children }: { children: React.ReactNode }
   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-2xl items-center gap-2 px-6 py-3 font-bold tracking-tight">
+        <div className="mx-auto flex max-w-2xl items-center gap-2 px-6 py-3 font-display font-bold tracking-tight">
           <div className="flex h-7 w-7 items-center justify-center rounded-md bg-accent text-white">
             <Ticket size={15} strokeWidth={2.5} />
           </div>

src/app/(portal)/t/[token]/page.tsx

@@ -23,7 +23,7 @@ export default async function PortalTicketListPage({
 
   return (
     <div>
-      <h1 className="mb-1 text-xl font-bold tracking-tight">Здравствуйте, {customer.displayName}</h1>
+      <h1 className="mb-1 font-display text-xl font-bold tracking-tight">Здравствуйте, {customer.displayName}</h1>
       <p className="mb-6 text-sm text-text-muted">Ваши обращения в поддержку.</p>
 
       {tickets.length === 0 && <p className="text-sm text-text-muted">Заявок пока нет.</p>}

src/app/api/portal/events/route.ts

@@ -20,5 +20,12 @@ export async function GET(request: Request) {
     return NextResponse.json({ error: "Invalid token" }, { status: 404 });
   }
 
-  return createEventStream((event) => ticketEventCustomerId(event) === customer.id);
+  return createEventStream((event) => {
+    if (ticketEventCustomerId(event) !== customer.id) return false;
+    // Internal notes must never reach a customer-facing stream, even though
+    // the initial page-load fetch (getTicketForCustomer) already filters
+    // them out — SSE is a second, independent delivery path for the same data.
+    if (event.type === "message.created" && event.message.visibility === "internal") return false;
+    return true;
+  });
 }

src/app/api/tickets/[id]/messages/route.ts

@@ -3,7 +3,7 @@ export const runtime = "nodejs";
 import { NextResponse } from "next/server";
 import { z } from "zod";
 import { requireSession } from "@/lib/auth/require";
-import { recordAgentReply, getEmailThreadContext } from "@/lib/tickets/service";
+import { recordAgentReply, recordInternalNote, getEmailThreadContext } from "@/lib/tickets/service";
 import { sendTelegramMessage } from "@/lib/telegram/bot";
 import { sendTicketReplyEmail } from "@/lib/mail/smtp";
 import { db } from "@/lib/db/client";
@@ -12,6 +12,7 @@ import { eq } from "drizzle-orm";
 
 const messageSchema = z.object({
   body: z.string().min(1).max(10_000),
+  visibility: z.enum(["public", "internal"]).default("public"),
 });
 
 export async function POST(request: Request, { params }: { params: Promise<{ id: string }> }) {
@@ -30,6 +31,16 @@ export async function POST(request: Request, { params }: { params: Promise<{ id:
     return NextResponse.json({ error: "Ticket not found" }, { status: 404 });
   }
 
+  if (parsed.data.visibility === "internal") {
+    const result = await recordInternalNote({
+      ticketId: id,
+      agentId: session.user.id,
+      agentName: session.user.name,
+      body: parsed.data.body,
+    });
+    return NextResponse.json(result, { status: 201 });
+  }
+
   let emailMessageId: string | undefined;
   if (ticket.channel === "email") {
     const context = await getEmailThreadContext(id);

src/app/globals.css

@@ -2,6 +2,7 @@
 
 @theme {
   --font-sans: var(--font-sans), ui-sans-serif, system-ui, sans-serif;
+  --font-display: var(--font-display), var(--font-sans), ui-sans-serif, sans-serif;
   --font-mono: var(--font-mono), ui-monospace, monospace;
 
   --color-bg: var(--bg);
@@ -30,25 +31,41 @@
   --color-success-soft: var(--success-soft);
   --color-success-soft-text: var(--success-soft-text);
 
+  --color-info: var(--info);
+  --color-info-soft: var(--info-soft);
+  --color-info-soft-text: var(--info-soft-text);
+
+  --color-rose: var(--rose);
+  --color-rose-soft: var(--rose-soft);
+  --color-rose-soft-text: var(--rose-soft-text);
+
+  /* Chart marks — validated categorical set (dataviz skill), distinct from
+     the softer *-soft badge tokens which are too light for dark-mode marks. */
+  --color-chart-1: var(--chart-1);
+  --color-chart-2: var(--chart-2);
+  --color-chart-3: var(--chart-3);
+  --color-chart-4: var(--chart-4);
+  --color-chart-muted: var(--chart-muted);
+
   --radius-sm: var(--radius-sm-val);
   --radius-md: var(--radius-md-val);
   --radius-lg: var(--radius-lg-val);
 }
 
 :root {
-  --bg: #fafaf9;
+  --bg: #f8f7fb;
   --surface: #ffffff;
-  --surface-hover: #f6f5ff;
-  --border: #e8e6f5;
-  --border-strong: #d6d1ee;
-  --text: #191524;
-  --text-muted: #6c6685;
-  --text-faint: #a29cc0;
+  --surface-hover: #f2effa;
+  --border: #e5e0f2;
+  --border-strong: #cec4e8;
+  --text: #171325;
+  --text-muted: #635d7a;
+  --text-faint: #9891ad;
 
-  --accent: #7c3aed;
-  --accent-hover: #6d28d9;
-  --accent-soft: #f3edff;
-  --accent-soft-text: #6d28d9;
+  --accent: #6d28d9;
+  --accent-hover: #5b21b6;
+  --accent-soft: #f0e8fe;
+  --accent-soft-text: #5b21b6;
 
   --danger: #dc2626;
   --danger-soft: #fef2f2;
@@ -62,6 +79,22 @@
   --success-soft: #ecfdf9;
   --success-soft-text: #0f766e;
 
+  --info: #2563eb;
+  --info-soft: #eff6ff;
+  --info-soft-text: #1d4ed8;
+
+  --rose: #e11d48;
+  --rose-soft: #fff1f2;
+  --rose-soft-text: #be123c;
+
+  /* Chart marks — fixed categorical order, CVD-validated (accent/success/
+     info/warning); reorder only after re-running the validator. */
+  --chart-1: #6d28d9;
+  --chart-2: #0d9488;
+  --chart-3: #2563eb;
+  --chart-4: #d97706;
+  --chart-muted: var(--border-strong);
+
   --radius-sm-val: 8px;
   --radius-md-val: 12px;
   --radius-lg-val: 18px;
@@ -97,6 +130,22 @@
     --success-soft: #0f2320;
     --success-soft-text: #5eead4;
 
+    --info: #60a5fa;
+    --info-soft: #12203a;
+    --info-soft-text: #93c5fd;
+
+    --rose: #fb7185;
+    --rose-soft: #2a1420;
+    --rose-soft-text: #fda4af;
+
+    /* Darker/more saturated than the badge tokens above — validated
+       separately for the dark-mode lightness band (L 0.48–0.67). */
+    --chart-1: #8b5cf6;
+    --chart-2: #0d9488;
+    --chart-3: #3b82f6;
+    --chart-4: #d97706;
+    --chart-muted: var(--border-strong);
+
     color-scheme: dark;
   }
 }
@@ -128,9 +177,46 @@
   --success-soft: #0f2320;
   --success-soft-text: #5eead4;
 
+  --info: #60a5fa;
+  --info-soft: #12203a;
+  --info-soft-text: #93c5fd;
+
+  --rose: #fb7185;
+  --rose-soft: #2a1420;
+  --rose-soft-text: #fda4af;
+
+  --chart-1: #8b5cf6;
+  --chart-2: #0d9488;
+  --chart-3: #3b82f6;
+  --chart-4: #d97706;
+  --chart-muted: var(--border-strong);
+
   color-scheme: dark;
 }
 
+/* Theme-toggle icon: both render always, CSS picks which shows — same
+   data-theme cascade the palette above uses, so it never needs JS state. */
+.theme-toggle-btn .theme-icon-sun {
+  display: none;
+}
+.theme-toggle-btn .theme-icon-moon {
+  display: inline;
+}
+@media (prefers-color-scheme: dark) {
+  :root:not([data-theme="light"]) .theme-toggle-btn .theme-icon-sun {
+    display: inline;
+  }
+  :root:not([data-theme="light"]) .theme-toggle-btn .theme-icon-moon {
+    display: none;
+  }
+}
+:root[data-theme="dark"] .theme-toggle-btn .theme-icon-sun {
+  display: inline;
+}
+:root[data-theme="dark"] .theme-toggle-btn .theme-icon-moon {
+  display: none;
+}
+
 * {
   border-color: var(--border);
 }
@@ -175,6 +261,7 @@ body {
   background: var(--surface);
   border: 1px solid var(--border);
   border-radius: var(--radius-md);
+  box-shadow: 0 1px 2px rgba(0, 0, 0, 0.04);
 }
 
 .btn {

src/app/icon.svg

@@ -0,0 +1,4 @@
+<svg xmlns="http://www.w3.org/2000/svg" width="32" height="32" viewBox="0 0 32 32">
+  <rect width="32" height="32" rx="8" fill="#6d28d9"/>
+  <path d="M9 10.5C9 9.11929 10.1193 8 11.5 8H20.5C21.8807 8 23 9.11929 23 10.5V17.5C23 18.8807 21.8807 20 20.5 20H14L10 23.5V20H11.5C10.1193 20 9 18.8807 9 17.5V10.5Z" fill="white"/>
+</svg>

src/app/layout.tsx

@@ -1,12 +1,18 @@
 import type { Metadata } from "next";
-import { Golos_Text, JetBrains_Mono } from "next/font/google";
+import { Onest, Unbounded, JetBrains_Mono } from "next/font/google";
 import "./globals.css";
 
-const sans = Golos_Text({
+const sans = Onest({
   variable: "--font-sans",
   subsets: ["latin", "cyrillic"],
 });
 
+const display = Unbounded({
+  variable: "--font-display",
+  subsets: ["latin", "cyrillic"],
+  weight: ["600", "700", "800"],
+});
+
 const mono = JetBrains_Mono({
   variable: "--font-mono",
   subsets: ["latin"],
@@ -17,9 +23,31 @@ export const metadata: Metadata = {
   description: "Helpdesk for support@top-sysops.ru, Telegram, and the web.",
 };
 
+// Reads the persisted theme before hydration so there's no flash of the
+// wrong theme — data-theme is absent by default (system preference via the
+// CSS prefers-color-scheme block), and only set once the visitor has
+// explicitly chosen a theme via the toggle.
+const noFlashThemeScript = `
+(function () {
+  try {
+    var stored = localStorage.getItem("theme");
+    if (stored === "light" || stored === "dark") {
+      document.documentElement.dataset.theme = stored;
+    }
+  } catch {}
+})();
+`;
+
 export default function RootLayout({ children }: { children: React.ReactNode }) {
   return (
-    <html lang="ru" className={`${sans.variable} ${mono.variable}`} suppressHydrationWarning>
+    <html
+      lang="ru"
+      className={`${sans.variable} ${display.variable} ${mono.variable}`}
+      suppressHydrationWarning
+    >
+      <head>
+        <script dangerouslySetInnerHTML={{ __html: noFlashThemeScript }} />
+      </head>
       <body>{children}</body>
     </html>
   );

src/components/avatar.tsx

@@ -0,0 +1,35 @@
+// Full literal class strings so Tailwind's scanner picks them up — a
+// runtime-interpolated class name (e.g. `bg-${hue}-soft`) wouldn't be
+// detected since Tailwind scans source text, not computed output.
+const PALETTE_CLASSES = [
+  "bg-accent-soft text-accent-soft-text",
+  "bg-success-soft text-success-soft-text",
+  "bg-warning-soft text-warning-soft-text",
+  "bg-info-soft text-info-soft-text",
+  "bg-rose-soft text-rose-soft-text",
+  "bg-danger-soft text-danger-soft-text",
+] as const;
+
+function classesFor(name: string): string {
+  let hash = 0;
+  for (let i = 0; i < name.length; i++) hash = (hash * 31 + name.charCodeAt(i)) | 0;
+  return PALETTE_CLASSES[Math.abs(hash) % PALETTE_CLASSES.length];
+}
+
+function initialsFor(name: string): string {
+  const parts = name.trim().split(/\s+/).filter(Boolean);
+  if (parts.length === 0) return "?";
+  if (parts.length === 1) return parts[0].slice(0, 2).toUpperCase();
+  return (parts[0][0] + parts[1][0]).toUpperCase();
+}
+
+export function Avatar({ name, size = 28 }: { name: string; size?: number }) {
+  return (
+    <div
+      className={`flex shrink-0 items-center justify-center rounded-full font-display font-semibold ${classesFor(name)}`}
+      style={{ width: size, height: size, fontSize: size * 0.4 }}
+    >
+      {initialsFor(name)}
+    </div>
+  );
+}

src/lib/db/migrations/0003_absurd_zemo.sql

@@ -0,0 +1 @@
+ALTER TABLE `messages` ADD `visibility` text DEFAULT 'public' NOT NULL;

src/lib/db/migrations/meta/0003_snapshot.json

@@ -0,0 +1,617 @@
+{
+  "version": "6",
+  "dialect": "sqlite",
+  "id": "727e15bd-5319-45d7-9cc5-52683fe1dc2e",
+  "prevId": "59682ff3-ebbe-44b0-9eab-267734ad7e7c",
+  "tables": {
+    "customers": {
+      "name": "customers",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "text",
+          "primaryKey": true,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "display_name": {
+          "name": "display_name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "email": {
+          "name": "email",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "telegram_chat_id": {
+          "name": "telegram_chat_id",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "portal_token": {
+          "name": "portal_token",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        }
+      },
+      "indexes": {
+        "customers_telegram_chat_id_unique": {
+          "name": "customers_telegram_chat_id_unique",
+          "columns": [
+            "telegram_chat_id"
+          ],
+          "isUnique": true
+        },
+        "customers_portal_token_unique": {
+          "name": "customers_portal_token_unique",
+          "columns": [
+            "portal_token"
+          ],
+          "isUnique": true
+        }
+      },
+      "foreignKeys": {},
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "checkConstraints": {}
+    },
+    "mailbox_config": {
+      "name": "mailbox_config",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "text",
+          "primaryKey": true,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "imap_host": {
+          "name": "imap_host",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "imap_port": {
+          "name": "imap_port",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": 993
+        },
+        "smtp_host": {
+          "name": "smtp_host",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "smtp_port": {
+          "name": "smtp_port",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": 587
+        },
+        "user": {
+          "name": "user",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "password_enc": {
+          "name": "password_enc",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "allow_insecure_tls": {
+          "name": "allow_insecure_tls",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": false
+        },
+        "enabled": {
+          "name": "enabled",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": false
+        },
+        "verified_at": {
+          "name": "verified_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {},
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "checkConstraints": {}
+    },
+    "messages": {
+      "name": "messages",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "text",
+          "primaryKey": true,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "ticket_id": {
+          "name": "ticket_id",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "author_type": {
+          "name": "author_type",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "author_id": {
+          "name": "author_id",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "author_name": {
+          "name": "author_name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "body": {
+          "name": "body",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "direction": {
+          "name": "direction",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "visibility": {
+          "name": "visibility",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "'public'"
+        },
+        "email_message_id": {
+          "name": "email_message_id",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {
+        "messages_ticket_id_tickets_id_fk": {
+          "name": "messages_ticket_id_tickets_id_fk",
+          "tableFrom": "messages",
+          "tableTo": "tickets",
+          "columnsFrom": [
+            "ticket_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "cascade",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "checkConstraints": {}
+    },
+    "sessions": {
+      "name": "sessions",
+      "columns": {
+        "token_hash": {
+          "name": "token_hash",
+          "type": "text",
+          "primaryKey": true,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "user_id": {
+          "name": "user_id",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "expires_at": {
+          "name": "expires_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {
+        "sessions_user_id_users_id_fk": {
+          "name": "sessions_user_id_users_id_fk",
+          "tableFrom": "sessions",
+          "tableTo": "users",
+          "columnsFrom": [
+            "user_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "cascade",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "checkConstraints": {}
+    },
+    "telegram_config": {
+      "name": "telegram_config",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "text",
+          "primaryKey": true,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "bot_token_enc": {
+          "name": "bot_token_enc",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "bot_username": {
+          "name": "bot_username",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "enabled": {
+          "name": "enabled",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": false
+        },
+        "verified_at": {
+          "name": "verified_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {},
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "checkConstraints": {}
+    },
+    "tickets": {
+      "name": "tickets",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "text",
+          "primaryKey": true,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "subject": {
+          "name": "subject",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "status": {
+          "name": "status",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "'new'"
+        },
+        "priority": {
+          "name": "priority",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "'normal'"
+        },
+        "channel": {
+          "name": "channel",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "customer_id": {
+          "name": "customer_id",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "assignee_id": {
+          "name": "assignee_id",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "last_message_at": {
+          "name": "last_message_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        },
+        "updated_at": {
+          "name": "updated_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        }
+      },
+      "indexes": {},
+      "foreignKeys": {
+        "tickets_customer_id_customers_id_fk": {
+          "name": "tickets_customer_id_customers_id_fk",
+          "tableFrom": "tickets",
+          "tableTo": "customers",
+          "columnsFrom": [
+            "customer_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "cascade",
+          "onUpdate": "no action"
+        },
+        "tickets_assignee_id_users_id_fk": {
+          "name": "tickets_assignee_id_users_id_fk",
+          "tableFrom": "tickets",
+          "tableTo": "users",
+          "columnsFrom": [
+            "assignee_id"
+          ],
+          "columnsTo": [
+            "id"
+          ],
+          "onDelete": "set null",
+          "onUpdate": "no action"
+        }
+      },
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "checkConstraints": {}
+    },
+    "users": {
+      "name": "users",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "text",
+          "primaryKey": true,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "email": {
+          "name": "email",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "password_hash": {
+          "name": "password_hash",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "name": {
+          "name": "name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "role": {
+          "name": "role",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "'agent'"
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        }
+      },
+      "indexes": {
+        "users_email_unique": {
+          "name": "users_email_unique",
+          "columns": [
+            "email"
+          ],
+          "isUnique": true
+        }
+      },
+      "foreignKeys": {},
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "checkConstraints": {}
+    },
+    "widget_sites": {
+      "name": "widget_sites",
+      "columns": {
+        "id": {
+          "name": "id",
+          "type": "text",
+          "primaryKey": true,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "site_key": {
+          "name": "site_key",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "name": {
+          "name": "name",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false
+        },
+        "allowed_origin": {
+          "name": "allowed_origin",
+          "type": "text",
+          "primaryKey": false,
+          "notNull": false,
+          "autoincrement": false
+        },
+        "enabled": {
+          "name": "enabled",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": true
+        },
+        "created_at": {
+          "name": "created_at",
+          "type": "integer",
+          "primaryKey": false,
+          "notNull": true,
+          "autoincrement": false,
+          "default": "(unixepoch('subsec') * 1000)"
+        }
+      },
+      "indexes": {
+        "widget_sites_site_key_unique": {
+          "name": "widget_sites_site_key_unique",
+          "columns": [
+            "site_key"
+          ],
+          "isUnique": true
+        }
+      },
+      "foreignKeys": {},
+      "compositePrimaryKeys": {},
+      "uniqueConstraints": {},
+      "checkConstraints": {}
+    }
+  },
+  "views": {},
+  "enums": {},
+  "_meta": {
+    "schemas": {},
+    "tables": {},
+    "columns": {}
+  },
+  "internal": {
+    "indexes": {}
+  }
+}

src/lib/db/migrations/meta/_journal.json

@@ -22,6 +22,13 @@
       "when": 1785072485453,
       "tag": "0002_broad_stellaris",
       "breakpoints": true
+    },
+    {
+      "idx": 3,
+      "version": "6",
+      "when": 1785076018169,
+      "tag": "0003_absurd_zemo",
+      "breakpoints": true
     }
   ]
 }

src/lib/db/schema.ts

@@ -85,6 +85,12 @@ export const messages = sqliteTable("messages", {
   authorName: text("author_name").notNull(),
   body: text("body").notNull(),
   direction: text("direction", { enum: ["in", "out"] }).notNull(),
+  // "internal" notes are agent-only — never sent to the customer over any
+  // channel, and filtered out of every customer-facing read path (portal,
+  // widget). Only ever set by recordInternalNote.
+  visibility: text("visibility", { enum: ["public", "internal"] })
+    .notNull()
+    .default("public"),
   // RFC 5322 Message-ID of this email, when the message came in/out over the
   // email channel — lets a customer's future reply be matched back to the
   // exact ticket via In-Reply-To/References, even if they have other tickets.

src/lib/format.ts

@@ -17,3 +17,9 @@ export function formatRelativeTime(timestampMs: number): string {
   }
   return rtf.format(Math.round(diff / 1000), "second");
 }
+
+export function formatDurationMinutes(minutes: number): string {
+  if (minutes < 60) return `${Math.round(minutes)} мин`;
+  if (minutes < 60 * 24) return `${(minutes / 60).toFixed(1)} ч`;
+  return `${(minutes / 60 / 24).toFixed(1)} дн`;
+}

src/lib/tickets/service.ts

@@ -2,7 +2,7 @@ import { eq, and, ne, desc } from "drizzle-orm";
 import { db } from "@/lib/db/client";
 import { customers, tickets, messages, users, widgetSites } from "@/lib/db/schema";
 import { publishTicketEvent } from "@/lib/events/bus";
-import type { TicketDTO, MessageDTO, TicketChannel } from "@/lib/tickets/types";
+import type { TicketDTO, MessageDTO, TicketChannel, TicketStatus } from "@/lib/tickets/types";
 
 function toTicketDTO(ticket: typeof tickets.$inferSelect, customerName: string): TicketDTO {
   return {
@@ -28,6 +28,7 @@ function toMessageDTO(message: typeof messages.$inferSelect): MessageDTO {
     authorName: message.authorName,
     body: message.body,
     direction: message.direction,
+    visibility: message.visibility,
     createdAt: message.createdAt.getTime(),
   };
 }
@@ -55,6 +56,7 @@ async function appendMessage(params: {
   authorName: string;
   body: string;
   direction: "in" | "out";
+  visibility?: "public" | "internal";
   emailMessageId?: string;
 }) {
   const [message] = await db
@@ -66,6 +68,7 @@ async function appendMessage(params: {
       authorName: params.authorName,
       body: params.body,
       direction: params.direction,
+      visibility: params.visibility ?? "public",
       emailMessageId: params.emailMessageId,
     })
     .returning();
@@ -278,6 +281,33 @@ export async function recordAgentReply(params: {
   });
 }
 
+/**
+ * Internal, agent-only note — never delivered over any channel, never
+ * visible to the customer (filtered out of getTicketForCustomer). Unlike
+ * recordAgentReply, doesn't reopen the ticket — it's team communication,
+ * not customer-facing activity.
+ */
+export async function recordInternalNote(params: {
+  ticketId: string;
+  agentId: string;
+  agentName: string;
+  body: string;
+}) {
+  const ticket = await db.query.tickets.findFirst({ where: eq(tickets.id, params.ticketId) });
+  if (!ticket) throw new Error("Ticket not found");
+
+  return appendMessage({
+    ticket,
+    ticketIsNew: false,
+    authorType: "agent",
+    authorId: params.agentId,
+    authorName: params.agentName,
+    body: params.body,
+    direction: "out",
+    visibility: "internal",
+  });
+}
+
 export async function setTicketStatus(
   ticketId: string,
   status: (typeof tickets.$inferSelect)["status"],
@@ -366,11 +396,19 @@ export async function listTicketsForCustomer(customerId: string): Promise<Ticket
   return rows.map((row) => toTicketDTO(row.ticket, row.customerName));
 }
 
-/** Returns the ticket+messages only if it actually belongs to this customer. */
+/**
+ * Returns the ticket+messages only if it actually belongs to this customer,
+ * with internal-only notes stripped out — this is the customer-facing read
+ * path (portal, widget), unlike getTicketWithMessages which the admin
+ * thread view uses and which returns everything.
+ */
 export async function getTicketForCustomer(customerId: string, ticketId: string) {
   const result = await getTicketWithMessages(ticketId);
   if (!result || result.ticket.customerId !== customerId) return null;
-  return result;
+  return {
+    ticket: result.ticket,
+    messages: result.messages.filter((m) => m.visibility === "public"),
+  };
 }
 
 export async function createWidgetSite(name: string, allowedOrigin?: string) {
@@ -446,3 +484,104 @@ export async function createManualTicket(params: {
     direction: "in",
   });
 }
+
+export interface StatsOverview {
+  totalTickets: number;
+  openTickets: number;
+  newToday: number;
+  avgFirstResponseMinutes: number | null;
+  statusCounts: Record<TicketStatus, number>;
+  channelCounts: Record<TicketChannel, number>;
+  ticketsPerDay: { label: string; count: number }[];
+  agentWorkload: { name: string; openCount: number }[];
+}
+
+/**
+ * All stats computed in JS over the full table contents rather than SQL
+ * aggregation — simplest correct option at this ticket volume. Move to
+ * GROUP BY / date() SQL if the table grows into the tens of thousands.
+ */
+export async function getStatsOverview(): Promise<StatsOverview> {
+  const allTickets = await db.query.tickets.findMany();
+
+  const statusCounts: Record<TicketStatus, number> = { new: 0, open: 0, pending: 0, closed: 0 };
+  const channelCounts: Record<TicketChannel, number> = {
+    telegram: 0,
+    email: 0,
+    portal: 0,
+    widget: 0,
+    manual: 0,
+  };
+  for (const t of allTickets) {
+    statusCounts[t.status] += 1;
+    channelCounts[t.channel] += 1;
+  }
+
+  const dayMs = 24 * 60 * 60 * 1000;
+  const todayStart = new Date();
+  todayStart.setHours(0, 0, 0, 0);
+  const newToday = allTickets.filter((t) => t.createdAt.getTime() >= todayStart.getTime()).length;
+
+  const ticketsPerDay: { label: string; count: number }[] = [];
+  for (let i = 13; i >= 0; i--) {
+    const dayStart = todayStart.getTime() - i * dayMs;
+    const dayEnd = dayStart + dayMs;
+    const count = allTickets.filter((t) => {
+      const ts = t.createdAt.getTime();
+      return ts >= dayStart && ts < dayEnd;
+    }).length;
+    ticketsPerDay.push({
+      label: new Date(dayStart).toLocaleDateString("ru-RU", { day: "2-digit", month: "2-digit" }),
+      count,
+    });
+  }
+
+  const agentMessages = await db.query.messages.findMany({
+    where: and(eq(messages.authorType, "agent"), eq(messages.visibility, "public")),
+    orderBy: messages.createdAt,
+  });
+  const firstAgentReplyAt = new Map<string, number>();
+  for (const m of agentMessages) {
+    if (!firstAgentReplyAt.has(m.ticketId)) {
+      firstAgentReplyAt.set(m.ticketId, m.createdAt.getTime());
+    }
+  }
+  const responseTimesMinutes: number[] = [];
+  for (const t of allTickets) {
+    const firstReply = firstAgentReplyAt.get(t.id);
+    if (firstReply) {
+      responseTimesMinutes.push((firstReply - t.createdAt.getTime()) / 60_000);
+    }
+  }
+  const avgFirstResponseMinutes =
+    responseTimesMinutes.length > 0
+      ? responseTimesMinutes.reduce((a, b) => a + b, 0) / responseTimesMinutes.length
+      : null;
+
+  const agents = await listAgents();
+  const openCountByAgent = new Map<string, number>();
+  let unassignedOpen = 0;
+  for (const t of allTickets) {
+    if (t.status === "closed") continue;
+    if (t.assigneeId) {
+      openCountByAgent.set(t.assigneeId, (openCountByAgent.get(t.assigneeId) ?? 0) + 1);
+    } else {
+      unassignedOpen += 1;
+    }
+  }
+  const agentWorkload = agents.map((a) => ({ name: a.name, openCount: openCountByAgent.get(a.id) ?? 0 }));
+  if (unassignedOpen > 0) {
+    agentWorkload.push({ name: "Не назначено", openCount: unassignedOpen });
+  }
+
+  return {
+    totalTickets: allTickets.length,
+    openTickets: allTickets.filter((t) => t.status !== "closed").length,
+    newToday,
+    avgFirstResponseMinutes,
+    statusCounts,
+    channelCounts,
+    ticketsPerDay,
+    agentWorkload,
+  };
+}

src/lib/tickets/types.ts

@@ -3,6 +3,7 @@ export type TicketPriority = "low" | "normal" | "high" | "urgent";
 export type TicketChannel = "telegram" | "portal" | "manual" | "email" | "widget";
 export type MessageAuthorType = "customer" | "agent" | "system";
 export type MessageDirection = "in" | "out";
+export type MessageVisibility = "public" | "internal";
 
 export interface TicketDTO {
   id: string;
@@ -25,5 +26,6 @@ export interface MessageDTO {
   authorName: string;
   body: string;
   direction: MessageDirection;
+  visibility: MessageVisibility;
   createdAt: number;
 }