feat: upload of the projectHEADmaster

Signed-off-by: zwlucas <lucas.fariamo08@gmail.com>

36 files changed, 3976 insertions, 0 deletions

diff --git a/web/index.html b/web/index.html
new file mode 100644
index 0000000..982c17a
--- /dev/null
+++ b/web/index.html
@@ -0,0 +1,27 @@
+<!doctype html>
+<html lang="pt-BR">
+  <head>
+    <meta charset="UTF-8" />
+    <meta name="viewport" content="width=device-width, initial-scale=1.0" />
+
+    <!-- SEO -->
+    <title>Helpdesk TI — Central de Chamados</title>
+    <meta name="description" content="Sistema interno de abertura e acompanhamento de chamados de suporte de TI." />
+    <meta name="robots" content="noindex, nofollow" /><!-- Aplicação interna -->
+
+    <!-- Favicon -->
+    <link rel="icon" type="image/svg+xml" href="/favicon.svg" />
+
+    <!-- Tipografia: Inter via Google Fonts -->
+    <link rel="preconnect" href="https://fonts.googleapis.com" />
+    <link rel="preconnect" href="https://fonts.gstatic.com" crossorigin />
+    <link
+      href="https://fonts.googleapis.com/css2?family=Inter:wght@400;500;600;700&display=swap"
+      rel="stylesheet"
+    />
+  </head>
+  <body>
+    <div id="root"></div>
+    <script type="module" src="/src/main.tsx"></script>
+  </body>
+</html>
diff --git a/web/package.json b/web/package.json
new file mode 100644
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--- /dev/null
+++ b/web/package.json
@@ -0,0 +1,37 @@
+{
+  "name": "@helpdesk/web",
+  "version": "1.0.0",
+  "description": "Frontend do Sistema de Chamados de TI — React + TypeScript + Vite",
+  "private": true,
+  "type": "module",
+  "engines": {
+    "node": ">=20.0.0"
+  },
+
+  "scripts": {
+    "dev":     "vite",
+    "build":   "tsc --noEmit && vite build",
+    "preview": "vite preview",
+    "lint":    "eslint src --ext ts,tsx --report-unused-disable-directives --max-warnings 0"
+  },
+
+  "dependencies": {
+    "react":                  "^18.3.1",
+    "react-dom":              "^18.3.1",
+    "react-router-dom":       "^6.24.1",
+    "@tanstack/react-query":  "^5.51.1"
+  },
+
+  "devDependencies": {
+    "@types/react":                 "^18.3.3",
+    "@types/react-dom":             "^18.3.0",
+    "@vitejs/plugin-react":         "^4.3.1",
+    "typescript":                   "^5.5.3",
+    "vite":                         "^5.3.4",
+    "@typescript-eslint/eslint-plugin": "^7.16.0",
+    "@typescript-eslint/parser":        "^7.16.0",
+    "eslint":                           "^8.57.0",
+    "eslint-plugin-react-hooks":        "^4.6.2",
+    "eslint-plugin-react-refresh":      "^0.4.7"
+  }
+}
diff --git a/web/src/App.tsx b/web/src/App.tsx
new file mode 100644
index 0000000..e5bf00e
--- /dev/null
+++ b/web/src/App.tsx
@@ -0,0 +1,39 @@
+/**
+ * App.tsx — Raiz da aplicação com todos os providers globais.
+ */
+
+import { QueryClient, QueryClientProvider } from '@tanstack/react-query';
+import { RouterProvider } from 'react-router-dom';
+import { AuthProvider } from './context/AuthContext';
+import { ToastProvider } from './context/ToastContext';
+import { router } from './router';
+
+const queryClient = new QueryClient({
+  defaultOptions: {
+    queries: {
+      staleTime: 60 * 1000,
+      gcTime:    5 * 60 * 1000,
+      retry: (failureCount, error) => {
+        if (error instanceof Error && 'status' in error) {
+          const status = (error as { status: number }).status;
+          if (status >= 400 && status < 500) return false;
+        }
+        return failureCount < 2;
+      },
+      refetchOnWindowFocus: true,
+    },
+    mutations: { retry: false },
+  },
+});
+
+export default function App() {
+  return (
+    <AuthProvider>
+      <QueryClientProvider client={queryClient}>
+        <ToastProvider>
+          <RouterProvider router={router} />
+        </ToastProvider>
+      </QueryClientProvider>
+    </AuthProvider>
+  );
+}
diff --git a/web/src/components/auth/ProtectedRoute.tsx b/web/src/components/auth/ProtectedRoute.tsx
new file mode 100644
index 0000000..1133d36
--- /dev/null
+++ b/web/src/components/auth/ProtectedRoute.tsx
@@ -0,0 +1,20 @@
+/**
+ * ProtectedRoute.tsx
+ * Redireciona para /login se o usuário não estiver autenticado.
+ */
+
+import { Navigate, useLocation } from 'react-router-dom';
+import { useAuth } from '@/context/AuthContext';
+import type { ReactNode } from 'react';
+
+export function ProtectedRoute({ children }: { children: ReactNode }) {
+  const { isAuthenticated } = useAuth();
+  const location = useLocation();
+
+  if (!isAuthenticated) {
+    // Preserva a rota que o usuário tentou acessar para redirect pós-login
+    return <Navigate to="/login" state={{ from: location }} replace />;
+  }
+
+  return <>{children}</>;
+}
diff --git a/web/src/components/layout/AppLayout.module.css b/web/src/components/layout/AppLayout.module.css
new file mode 100644
index 0000000..a6d32ce
--- /dev/null
+++ b/web/src/components/layout/AppLayout.module.css
@@ -0,0 +1,194 @@
+.shell {
+  display: grid;
+  grid-template-columns: var(--sidebar-width) 1fr;
+  min-height: 100vh;
+}
+
+/* ── Sidebar ───────────────────────────────────────────────────────────────── */
+.sidebar {
+  position: fixed;
+  top: 0;
+  left: 0;
+  width: var(--sidebar-width);
+  height: 100vh;
+  background: var(--color-surface);
+  border-right: 1px solid var(--color-border);
+  display: flex;
+  flex-direction: column;
+  z-index: 100;
+  overflow-y: auto;
+}
+
+.sidebarHeader {
+  display: flex;
+  align-items: center;
+  gap: var(--space-3);
+  padding: var(--space-5) var(--space-5);
+  border-bottom: 1px solid var(--color-border);
+}
+
+.sidebarTitle {
+  font-size: var(--text-sm);
+  font-weight: 700;
+  color: var(--color-text-primary);
+  letter-spacing: -0.01em;
+  line-height: 1.2;
+}
+
+.sidebarSubtitle {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+  margin-top: 1px;
+}
+
+/* ── Navegação ─────────────────────────────────────────────────────────────── */
+.nav {
+  flex: 1;
+  padding: var(--space-4) var(--space-3);
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-1);
+}
+
+.navLabel {
+  font-size: var(--text-xs);
+  font-weight: 600;
+  color: var(--color-text-muted);
+  text-transform: uppercase;
+  letter-spacing: 0.08em;
+  padding: 0 var(--space-3);
+  margin-bottom: var(--space-2);
+}
+
+.navLink {
+  display: flex;
+  align-items: center;
+  gap: var(--space-3);
+  padding: var(--space-2) var(--space-3);
+  border-radius: var(--radius-md);
+  font-size: var(--text-sm);
+  font-weight: 500;
+  color: var(--color-text-secondary);
+  transition: all var(--transition-fast);
+  text-decoration: none;
+}
+
+.navLink:hover {
+  background: var(--color-surface-2);
+  color: var(--color-text-primary);
+}
+
+.navLinkActive {
+  background: var(--color-accent-subtle);
+  color: var(--color-accent);
+}
+
+.navLinkActive:hover {
+  background: var(--color-accent-subtle);
+  color: var(--color-accent-hover);
+}
+
+/* ── Footer da sidebar ─────────────────────────────────────────────────────── */
+.sidebarFooter {
+  display: flex;
+  align-items: center;
+  gap: var(--space-3);
+  padding: var(--space-4) var(--space-4);
+  border-top: 1px solid var(--color-border);
+  margin-top: auto;
+}
+
+.userAvatar {
+  width: 32px;
+  height: 32px;
+  border-radius: var(--radius-full);
+  background: var(--color-accent-subtle);
+  color: var(--color-accent);
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  flex-shrink: 0;
+}
+
+.userInfo {
+  min-width: 0;
+}
+
+.userName {
+  font-size: var(--text-sm);
+  font-weight: 500;
+  color: var(--color-text-primary);
+  white-space: nowrap;
+  overflow: hidden;
+  text-overflow: ellipsis;
+}
+
+.userRole {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+}
+
+.logoutBtn {
+  margin-left: auto;
+  flex-shrink: 0;
+  color: var(--color-text-muted);
+  padding: var(--space-1);
+  border-radius: var(--radius-sm);
+  transition: color var(--transition-fast), background var(--transition-fast);
+}
+
+.logoutBtn:hover {
+  color: var(--color-priority-critical);
+  background: rgba(248, 113, 113, 0.1);
+}
+
+
+/* ── Área principal ────────────────────────────────────────────────────────── */
+.main {
+  grid-column: 2;
+  min-height: 100vh;
+  display: flex;
+  flex-direction: column;
+}
+
+/* ── Header ────────────────────────────────────────────────────────────────── */
+.header {
+  position: sticky;
+  top: 0;
+  height: var(--header-height);
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  padding: 0 var(--space-8);
+  background: rgba(15, 17, 23, 0.85);
+  backdrop-filter: blur(12px);
+  border-bottom: 1px solid var(--color-border);
+  z-index: 50;
+}
+
+.pageTitle {
+  font-size: var(--text-lg);
+  font-weight: 600;
+  color: var(--color-text-primary);
+  letter-spacing: -0.02em;
+}
+
+.headerActions {
+  display: flex;
+  align-items: center;
+  gap: var(--space-3);
+}
+
+/* ── Conteúdo ──────────────────────────────────────────────────────────────── */
+.content {
+  flex: 1;
+  padding: var(--space-8);
+  max-width: var(--content-max-w);
+  width: 100%;
+  animation: fadeIn var(--transition-normal) ease;
+}
+
+@keyframes fadeIn {
+  from { opacity: 0; transform: translateY(6px); }
+  to   { opacity: 1; transform: translateY(0); }
+}
diff --git a/web/src/components/layout/AppLayout.tsx b/web/src/components/layout/AppLayout.tsx
new file mode 100644
index 0000000..78a1795
--- /dev/null
+++ b/web/src/components/layout/AppLayout.tsx
@@ -0,0 +1,199 @@
+/**
+ * AppLayout.tsx
+ *
+ * Shell principal da aplicação: sidebar + header + área de conteúdo.
+ * Todas as páginas são renderizadas dentro deste layout via <Outlet />.
+ */
+
+import { NavLink, Outlet, useLocation, useNavigate } from 'react-router-dom';
+import { useAuth } from '@/context/AuthContext';
+import { useTicketEvents } from '@/hooks/useTicketEvents';
+import styles from './AppLayout.module.css';
+
+
+// ─── Ícones inline (SVG) ──────────────────────────────────────────────────────
+const Icons = {
+  Dashboard: () => (
+    <svg width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+      <rect x="3" y="3" width="7" height="7" /><rect x="14" y="3" width="7" height="7" />
+      <rect x="3" y="14" width="7" height="7" /><rect x="14" y="14" width="7" height="7" />
+    </svg>
+  ),
+  Plus: () => (
+    <svg width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+      <line x1="12" y1="5" x2="12" y2="19" /><line x1="5" y1="12" x2="19" y2="12" />
+    </svg>
+  ),
+  Ticket: () => (
+    <svg width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+      <path d="M2 9a3 3 0 0 1 0 6v2a2 2 0 0 0 2 2h16a2 2 0 0 0 2-2v-2a3 3 0 0 1 0-6V7a2 2 0 0 0-2-2H4a2 2 0 0 0-2 2Z" />
+    </svg>
+  ),
+  Logo: () => (
+    <svg width="28" height="28" viewBox="0 0 32 32" fill="none" aria-hidden="true">
+      <rect width="32" height="32" rx="8" fill="var(--color-accent)" fillOpacity="0.2" />
+      <path d="M8 11h16M8 16h10M8 21h12" stroke="var(--color-accent)" strokeWidth="2.2" strokeLinecap="round" />
+    </svg>
+  ),
+  User: () => (
+    <svg width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+      <circle cx="12" cy="8" r="4" /><path d="M4 20c0-4 3.6-7 8-7s8 3 8 7" />
+    </svg>
+  ),
+  Users: () => (
+    <svg width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+      <path d="M17 21v-2a4 4 0 0 0-4-4H5a4 4 0 0 0-4 4v2" /><circle cx="9" cy="7" r="4" /><path d="M23 21v-2a4 4 0 0 0-3-3.87" /><path d="M16 3.13a4 4 0 0 1 0 7.75" />
+    </svg>
+  ),
+  Settings: () => (
+    <svg width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+      <circle cx="12" cy="12" r="3"></circle>
+      <path d="M19.4 15a1.65 1.65 0 0 0 .33 1.82l.06.06a2 2 0 0 1 0 2.83 2 2 0 0 1-2.83 0l-.06-.06a1.65 1.65 0 0 0-1.82-.33 1.65 1.65 0 0 0-1 1.51V21a2 2 0 0 1-2 2 2 2 0 0 1-2-2v-.09A1.65 1.65 0 0 0 9 19.4a1.65 1.65 0 0 0-1.82.33l-.06.06a2 2 0 0 1-2.83 0 2 2 0 0 1 0-2.83l.06-.06a1.65 1.65 0 0 0 .33-1.82 1.65 1.65 0 0 0-1.51-1H3a2 2 0 0 1-2-2 2 2 0 0 1 2-2h.09A1.65 1.65 0 0 0 4.6 9a1.65 1.65 0 0 0-.33-1.82l-.06-.06a2 2 0 0 1 0-2.83 2 2 0 0 1 2.83 0l.06.06a1.65 1.65 0 0 0 1.82.33H9a1.65 1.65 0 0 0 1-1.51V3a2 2 0 0 1 2-2 2 2 0 0 1 2 2v.09a1.65 1.65 0 0 0 1 1.51 1.65 1.65 0 0 0 1.82-.33l.06-.06a2 2 0 0 1 2.83 0 2 2 0 0 1 0 2.83l-.06.06a1.65 1.65 0 0 0-.33 1.82V9a1.65 1.65 0 0 0 1.51 1H21a2 2 0 0 1 2 2 2 2 0 0 1-2 2h-.09a1.65 1.65 0 0 0-1.51 1z"></path>
+    </svg>
+  ),
+};
+
+// ─── Mapa de títulos por rota ─────────────────────────────────────────────────
+const ROUTE_TITLES: Record<string, string> = {
+  '/dashboard':  'Dashboard',
+  '/tickets/new': 'Abrir Chamado',
+  '/users': 'Usuários',
+};
+
+function getPageTitle(pathname: string): string {
+  if (ROUTE_TITLES[pathname]) return ROUTE_TITLES[pathname];
+  if (pathname.startsWith('/tickets/')) return 'Detalhe do Chamado';
+  return 'Helpdesk TI';
+}
+
+// ─── Componente ───────────────────────────────────────────────────────────────
+export default function AppLayout() {
+  const location  = useLocation();
+  const navigate  = useNavigate();
+  const { user, logout } = useAuth();
+  const pageTitle = getPageTitle(location.pathname);
+
+  // Inicializa o listener de eventos em tempo real
+  useTicketEvents();
+
+  function handleLogout() {
+    logout();
+    navigate('/login', { replace: true });
+  }
+
+
+  return (
+    <div className={styles.shell}>
+
+      {/* ── Sidebar ─────────────────────────────────────────────────────── */}
+      <aside className={styles.sidebar} aria-label="Navegação principal">
+        {/* Logo */}
+        <div className={styles.sidebarHeader}>
+          <Icons.Logo />
+          <div>
+            <p className={styles.sidebarTitle}>Helpdesk TI</p>
+            <p className={styles.sidebarSubtitle}>Central de Chamados</p>
+          </div>
+        </div>
+
+        {/* Navegação */}
+        <nav className={styles.nav}>
+          <p className={styles.navLabel}>Menu</p>
+
+          <NavLink
+            to="/dashboard"
+            className={({ isActive }) =>
+              `${styles.navLink} ${isActive ? styles.navLinkActive : ''}`
+            }
+          >
+            <Icons.Dashboard />
+            <span>Dashboard</span>
+          </NavLink>
+
+          <NavLink
+            to="/tickets/new"
+            className={({ isActive }) =>
+              `${styles.navLink} ${isActive ? styles.navLinkActive : ''}`
+            }
+          >
+            <Icons.Plus />
+            <span>Abrir Chamado</span>
+          </NavLink>
+
+          <NavLink
+            to="/dashboard?status=open"
+            className={({ isActive }) =>
+              `${styles.navLink} ${isActive ? styles.navLinkActive : ''}`
+            }
+          >
+            <Icons.Ticket />
+            <span>Meus Chamados</span>
+          </NavLink>
+
+          {user?.role === 'admin' && (
+            <>
+              <p className={styles.navLabel}>Administração</p>
+              <NavLink
+                to="/users"
+                className={({ isActive }) => `${styles.navLink} ${isActive ? styles.navLinkActive : ''}`}
+              >
+                <Icons.Users />
+                <span>Usuários</span>
+              </NavLink>
+              <NavLink
+                to="/settings"
+                className={({ isActive }) => `${styles.navLink} ${isActive ? styles.navLinkActive : ''}`}
+              >
+                <Icons.Settings />
+                <span>Configurações</span>
+              </NavLink>
+            </>
+          )}
+        </nav>
+
+        {/* Footer da sidebar */}
+        <div className={styles.sidebarFooter}>
+          <div className={styles.userAvatar}>
+            <Icons.User />
+          </div>
+          <div className={styles.userInfo}>
+            <p className={styles.userName}>{user?.name ?? 'Usuário'}</p>
+            <p className={styles.userRole}>{user?.role ?? 'agent'}</p>
+          </div>
+          <button
+            onClick={handleLogout}
+            className={styles.logoutBtn}
+            title="Sair"
+            aria-label="Sair da conta"
+          >
+            <svg width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+              <path d="M9 21H5a2 2 0 0 1-2-2V5a2 2 0 0 1 2-2h4" />
+              <polyline points="16 17 21 12 16 7" />
+              <line x1="21" y1="12" x2="9" y2="12" />
+            </svg>
+          </button>
+        </div>
+      </aside>
+
+      {/* ── Área principal ───────────────────────────────────────────────── */}
+      <div className={styles.main}>
+
+        {/* Header */}
+        <header className={styles.header}>
+          <h1 className={styles.pageTitle}>{pageTitle}</h1>
+          <div className={styles.headerActions}>
+            <NavLink to="/tickets/new" className="btn btn--primary">
+              <Icons.Plus />
+              Novo Chamado
+            </NavLink>
+          </div>
+        </header>
+
+        {/* Conteúdo da página */}
+        <main className={styles.content} id="main-content">
+          <Outlet />
+        </main>
+      </div>
+    </div>
+  );
+}
diff --git a/web/src/components/tickets/PriorityBadge.tsx b/web/src/components/tickets/PriorityBadge.tsx
new file mode 100644
index 0000000..acd07a8
--- /dev/null
+++ b/web/src/components/tickets/PriorityBadge.tsx
@@ -0,0 +1,25 @@
+/**
+ * PriorityBadge.tsx
+ * Badge visual para a prioridade do ticket.
+ */
+
+import type { TicketPriority } from '@/lib/api';
+
+const PRIORITY_LABELS: Record<TicketPriority, string> = {
+  low:      '↓ Baixa',
+  medium:   '→ Média',
+  high:     '↑ Alta',
+  critical: '⚡ Crítica',
+};
+
+interface PriorityBadgeProps {
+  priority: TicketPriority;
+}
+
+export function PriorityBadge({ priority }: PriorityBadgeProps) {
+  return (
+    <span className={`badge badge--${priority}`}>
+      {PRIORITY_LABELS[priority]}
+    </span>
+  );
+}
diff --git a/web/src/components/tickets/StatusBadge.tsx b/web/src/components/tickets/StatusBadge.tsx
new file mode 100644
index 0000000..e24876d
--- /dev/null
+++ b/web/src/components/tickets/StatusBadge.tsx
@@ -0,0 +1,26 @@
+/**
+ * StatusBadge.tsx
+ * Badge visual para o status do ticket — usa classes do design system global.
+ */
+
+import type { TicketStatus } from '@/lib/api';
+
+const STATUS_LABELS: Record<TicketStatus, string> = {
+  open:        'Aberto',
+  in_progress: 'Em Andamento',
+  waiting:     'Aguardando',
+  resolved:    'Resolvido',
+  closed:      'Fechado',
+};
+
+interface StatusBadgeProps {
+  status: TicketStatus;
+}
+
+export function StatusBadge({ status }: StatusBadgeProps) {
+  return (
+    <span className={`badge badge--${status}`}>
+      {STATUS_LABELS[status]}
+    </span>
+  );
+}
diff --git a/web/src/components/tickets/TicketCard.module.css b/web/src/components/tickets/TicketCard.module.css
new file mode 100644
index 0000000..494e3d3
--- /dev/null
+++ b/web/src/components/tickets/TicketCard.module.css
@@ -0,0 +1,94 @@
+.card {
+  background: var(--color-surface);
+  border: 1px solid var(--color-border);
+  border-left-width: 3px;
+  border-radius: var(--radius-lg);
+  padding: var(--space-4) var(--space-5);
+  cursor: pointer;
+  transition: all var(--transition-fast);
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-2);
+}
+
+.card:hover {
+  border-color: var(--color-border-hover);
+  border-left-color: inherit;
+  box-shadow: var(--shadow-md);
+  transform: translateY(-1px);
+}
+
+/* Borda esquerda colorida por prioridade */
+.priority_low      { border-left-color: var(--color-priority-low); }
+.priority_medium   { border-left-color: var(--color-priority-medium); }
+.priority_high     { border-left-color: var(--color-priority-high); }
+.priority_critical { border-left-color: var(--color-priority-critical); }
+
+.top {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  gap: var(--space-2);
+}
+
+.badges {
+  display: flex;
+  gap: var(--space-2);
+  flex-wrap: wrap;
+}
+
+.id {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+  font-variant-numeric: tabular-nums;
+  flex-shrink: 0;
+}
+
+.title {
+  font-size: var(--text-base);
+  font-weight: 600;
+  color: var(--color-text-primary);
+  line-height: 1.4;
+  display: -webkit-box;
+  -webkit-line-clamp: 2;
+  -webkit-box-orient: vertical;
+  overflow: hidden;
+}
+
+.description {
+  font-size: var(--text-sm);
+  color: var(--color-text-secondary);
+  line-height: 1.6;
+  display: -webkit-box;
+  -webkit-line-clamp: 2;
+  -webkit-box-orient: vertical;
+  overflow: hidden;
+}
+
+.footer {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  margin-top: var(--space-1);
+  padding-top: var(--space-3);
+  border-top: 1px solid var(--color-border);
+}
+
+.meta {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+}
+
+.assigned {
+  display: flex;
+  align-items: center;
+  gap: 4px;
+  font-size: var(--text-xs);
+  color: var(--color-resolved);
+}
+
+.unassigned {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+  font-style: italic;
+}
diff --git a/web/src/components/tickets/TicketCard.tsx b/web/src/components/tickets/TicketCard.tsx
new file mode 100644
index 0000000..3b3926b
--- /dev/null
+++ b/web/src/components/tickets/TicketCard.tsx
@@ -0,0 +1,66 @@
+/**
+ * TicketCard.tsx
+ * Card de ticket para uso na lista do dashboard.
+ */
+
+import { useNavigate } from 'react-router-dom';
+import type { Ticket } from '@/lib/api';
+import { StatusBadge } from './StatusBadge';
+import { PriorityBadge } from './PriorityBadge';
+import styles from './TicketCard.module.css';
+
+interface TicketCardProps {
+  ticket: Ticket;
+}
+
+function formatDate(iso: string): string {
+  return new Intl.DateTimeFormat('pt-BR', {
+    day:    '2-digit',
+    month:  'short',
+    hour:   '2-digit',
+    minute: '2-digit',
+  }).format(new Date(iso));
+}
+
+export function TicketCard({ ticket }: TicketCardProps) {
+  const navigate = useNavigate();
+
+  return (
+    <article
+      className={`${styles.card} ${styles[`priority_${ticket.priority}`]}`}
+      onClick={() => navigate(`/tickets/${ticket.id}`)}
+      role="button"
+      tabIndex={0}
+      onKeyDown={(e) => e.key === 'Enter' && navigate(`/tickets/${ticket.id}`)}
+      aria-label={`Ticket #${ticket.id}: ${ticket.title}`}
+    >
+      <div className={styles.top}>
+        <div className={styles.badges}>
+          <StatusBadge status={ticket.status} />
+          <PriorityBadge priority={ticket.priority} />
+        </div>
+        <span className={styles.id}>#{ticket.id}</span>
+      </div>
+
+      <h3 className={styles.title}>{ticket.title}</h3>
+
+      <p className={styles.description}>{ticket.description}</p>
+
+      <div className={styles.footer}>
+        <span className={styles.meta}>
+          Aberto em {formatDate(ticket.createdAt)}
+        </span>
+        {ticket.assigneeId ? (
+          <span className={styles.assigned}>
+            <svg width="12" height="12" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+              <circle cx="12" cy="8" r="4" /><path d="M4 20c0-4 3.6-7 8-7s8 3 8 7" />
+            </svg>
+            Agente #{ticket.assigneeId}
+          </span>
+        ) : (
+          <span className={styles.unassigned}>Sem agente</span>
+        )}
+      </div>
+    </article>
+  );
+}
diff --git a/web/src/components/ui/PageLoader.module.css b/web/src/components/ui/PageLoader.module.css
new file mode 100644
index 0000000..9683313
--- /dev/null
+++ b/web/src/components/ui/PageLoader.module.css
@@ -0,0 +1,26 @@
+.wrapper {
+  position: fixed;
+  inset: 0;
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  background: var(--color-bg);
+  z-index: 9999;
+}
+
+.content {
+  display: flex;
+  flex-direction: column;
+  align-items: center;
+  gap: var(--space-5);
+}
+
+.logo {
+  display: flex;
+  align-items: center;
+  gap: var(--space-3);
+  font-size: var(--text-lg);
+  font-weight: 600;
+  color: var(--color-text-primary);
+  letter-spacing: -0.02em;
+}
diff --git a/web/src/components/ui/PageLoader.tsx b/web/src/components/ui/PageLoader.tsx
new file mode 100644
index 0000000..dcb34ab
--- /dev/null
+++ b/web/src/components/ui/PageLoader.tsx
@@ -0,0 +1,28 @@
+/**
+ * PageLoader.tsx
+ * Tela de carregamento exibida enquanto uma rota lazy é importada.
+ */
+
+import styles from './PageLoader.module.css';
+
+export default function PageLoader() {
+  return (
+    <div className={styles.wrapper}>
+      <div className={styles.content}>
+        <div className={styles.logo}>
+          <svg width="32" height="32" viewBox="0 0 32 32" fill="none" aria-hidden="true">
+            <rect width="32" height="32" rx="8" fill="var(--color-accent)" fillOpacity="0.15" />
+            <path
+              d="M8 12h16M8 16h10M8 20h12"
+              stroke="var(--color-accent)"
+              strokeWidth="2"
+              strokeLinecap="round"
+            />
+          </svg>
+          <span>Helpdesk TI</span>
+        </div>
+        <div className="spinner" role="status" aria-label="Carregando..." />
+      </div>
+    </div>
+  );
+}
diff --git a/web/src/context/AuthContext.tsx b/web/src/context/AuthContext.tsx
new file mode 100644
index 0000000..f86a940
--- /dev/null
+++ b/web/src/context/AuthContext.tsx
@@ -0,0 +1,79 @@
+/**
+ * AuthContext.tsx
+ *
+ * Contexto global de autenticação.
+ * Persiste o JWT no localStorage e expõe o estado do usuário logado.
+ */
+
+import {
+  createContext,
+  useContext,
+  useState,
+  useCallback,
+  type ReactNode,
+} from 'react';
+import type { UserResponse } from '@/lib/api';
+
+// ─── Tipos ────────────────────────────────────────────────────────────────────
+
+interface AuthState {
+  user:            UserResponse | null;
+  token:           string | null;
+  isAuthenticated: boolean;
+  login:           (token: string, user: UserResponse) => void;
+  logout:          () => void;
+}
+
+// ─── Chave no localStorage ────────────────────────────────────────────────────
+
+const TOKEN_KEY = 'helpdesk:token';
+const USER_KEY  = 'helpdesk:user';
+
+// ─── Context ──────────────────────────────────────────────────────────────────
+
+const AuthContext = createContext<AuthState | null>(null);
+
+// ─── Provider ─────────────────────────────────────────────────────────────────
+
+export function AuthProvider({ children }: { children: ReactNode }) {
+  // Inicializa com dados persistidos (restaura sessão ao recarregar)
+  const [token, setToken] = useState<string | null>(
+    () => localStorage.getItem(TOKEN_KEY),
+  );
+  const [user, setUser] = useState<UserResponse | null>(() => {
+    const stored = localStorage.getItem(USER_KEY);
+    return stored ? (JSON.parse(stored) as UserResponse) : null;
+  });
+
+  const login = useCallback((newToken: string, newUser: UserResponse) => {
+    localStorage.setItem(TOKEN_KEY, newToken);
+    localStorage.setItem(USER_KEY, JSON.stringify(newUser));
+    setToken(newToken);
+    setUser(newUser);
+  }, []);
+
+  const logout = useCallback(() => {
+    localStorage.removeItem(TOKEN_KEY);
+    localStorage.removeItem(USER_KEY);
+    setToken(null);
+    setUser(null);
+  }, []);
+
+  return (
+    <AuthContext.Provider
+      value={{ user, token, isAuthenticated: Boolean(token), login, logout }}
+    >
+      {children}
+    </AuthContext.Provider>
+  );
+}
+
+// ─── Hook ─────────────────────────────────────────────────────────────────────
+
+export function useAuth(): AuthState {
+  const ctx = useContext(AuthContext);
+  if (!ctx) {
+    throw new Error('useAuth deve ser usado dentro de <AuthProvider>');
+  }
+  return ctx;
+}
diff --git a/web/src/context/Toast.module.css b/web/src/context/Toast.module.css
new file mode 100644
index 0000000..bb56336
--- /dev/null
+++ b/web/src/context/Toast.module.css
@@ -0,0 +1,75 @@
+.toastContainer {
+  position: fixed;
+  bottom: var(--space-6);
+  right: var(--space-6);
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-2);
+  z-index: 9999;
+  pointer-events: none; /* Deixa cliques passarem pelo container vazio */
+}
+
+.toast {
+  pointer-events: auto; /* Reativa cliques dentro do toast */
+  min-width: 300px;
+  background: var(--color-surface);
+  color: var(--color-text-primary);
+  border: 1px solid var(--color-border);
+  padding: var(--space-3) var(--space-4);
+  border-radius: var(--radius-md);
+  box-shadow: var(--shadow-lg);
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  gap: var(--space-3);
+  font-size: var(--text-sm);
+  font-weight: 500;
+  backdrop-filter: blur(8px);
+  
+  animation: slideIn var(--transition-normal) ease forwards;
+}
+
+@keyframes slideIn {
+  from {
+    opacity: 0;
+    transform: translateX(100%) scale(0.95);
+  }
+  to {
+    opacity: 1;
+    transform: translateX(0) scale(1);
+  }
+}
+
+.info {
+  border-left: 4px solid var(--color-accent);
+}
+
+.success {
+  border-left: 4px solid var(--color-priority-low);
+}
+
+.error {
+  border-left: 4px solid var(--color-priority-critical);
+}
+
+.closeBtn {
+  background: none;
+  border: none;
+  color: var(--color-text-muted);
+  font-size: var(--text-lg);
+  cursor: pointer;
+  padding: 0;
+  line-height: 1;
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  width: 20px;
+  height: 20px;
+  border-radius: var(--radius-sm);
+  transition: background var(--transition-fast), color var(--transition-fast);
+}
+
+.closeBtn:hover {
+  background: var(--color-bg);
+  color: var(--color-text-primary);
+}
diff --git a/web/src/context/ToastContext.tsx b/web/src/context/ToastContext.tsx
new file mode 100644
index 0000000..87b3894
--- /dev/null
+++ b/web/src/context/ToastContext.tsx
@@ -0,0 +1,71 @@
+/**
+ * ToastContext.tsx
+ * Sistema minimalista de Toast Notifications.
+ */
+
+import { createContext, useContext, useState, useCallback, type ReactNode } from 'react';
+import { createPortal } from 'react-dom';
+import styles from './Toast.module.css';
+
+type ToastType = 'info' | 'success' | 'error';
+
+interface ToastData {
+  id: string;
+  message: string;
+  type: ToastType;
+}
+
+interface ToastContextValue {
+  addToast: (message: string, type?: ToastType) => void;
+}
+
+const ToastContext = createContext<ToastContextValue | null>(null);
+
+export function ToastProvider({ children }: { children: ReactNode }) {
+  const [toasts, setToasts] = useState<ToastData[]>([]);
+
+  const addToast = useCallback((message: string, type: ToastType = 'info') => {
+    const id = Math.random().toString(36).substring(2, 9);
+    setToasts((prev) => [...prev, { id, message, type }]);
+
+    // Remove automaticamente após 4 segundos
+    setTimeout(() => {
+      setToasts((prev) => prev.filter((t) => t.id !== id));
+    }, 4000);
+  }, []);
+
+  const removeToast = (id: string) => {
+    setToasts((prev) => prev.filter((t) => t.id !== id));
+  };
+
+  return (
+    <ToastContext.Provider value={{ addToast }}>
+      {children}
+      
+      {/* Portal renderiza os toasts no final do <body> */}
+      {createPortal(
+        <div className={styles.toastContainer}>
+          {toasts.map((toast) => (
+            <div key={toast.id} className={`${styles.toast} ${styles[toast.type]}`}>
+              <span>{toast.message}</span>
+              <button
+                className={styles.closeBtn}
+                onClick={() => removeToast(toast.id)}
+                aria-label="Fechar"
+              >
+                &times;
+              </button>
+            </div>
+          ))}
+        </div>,
+        document.body
+      )}
+    </ToastContext.Provider>
+  );
+}
+
+export function useToast() {
+  const ctx = useContext(ToastContext);
+  if (!ctx) throw new Error('useToast deve ser usado dentro do ToastProvider');
+  return ctx;
+}
diff --git a/web/src/hooks/useTicketEvents.ts b/web/src/hooks/useTicketEvents.ts
new file mode 100644
index 0000000..7994ace
--- /dev/null
+++ b/web/src/hooks/useTicketEvents.ts
@@ -0,0 +1,91 @@
+/**
+ * useTicketEvents.ts
+ *
+ * Hook para escutar os Server-Sent Events (SSE) disparados pelo backend.
+ * Conecta via EventSource e despacha atualizações e invalidações de cache.
+ */
+
+import { useEffect } from 'react';
+import { useQueryClient } from '@tanstack/react-query';
+import { useAuth } from '@/context/AuthContext';
+import { useToast } from '@/context/ToastContext';
+
+export function useTicketEvents() {
+  const { token, isAuthenticated, user } = useAuth();
+  const queryClient = useQueryClient();
+  const { addToast } = useToast();
+
+  useEffect(() => {
+    // Pede permissão para notificações nativas, se suportado
+    if ('Notification' in window && Notification.permission === 'default') {
+      Notification.requestPermission();
+    }
+  }, []);
+
+  useEffect(() => {
+    if (!isAuthenticated || !token) return;
+
+    // Conecta ao endpoint SSE passando o token na query string
+    const url = `${import.meta.env['VITE_API_URL'] ?? '/api/v1'}/events?token=${token}`;
+    const eventSource = new EventSource(url);
+
+    const notify = (title: string, body?: string) => {
+      // Toast notification
+      addToast(title, 'info');
+      // Native notification
+      if ('Notification' in window && Notification.permission === 'granted') {
+        new Notification(title, { body, icon: '/favicon.ico' });
+      }
+    };
+
+    // Quando um novo chamado é criado
+    eventSource.addEventListener('ticket.created', (e) => {
+      const data = JSON.parse(e.data);
+      if (user?.role === 'admin' || user?.role === 'agent') {
+        if (data.creatorId !== user.id) {
+          notify(`Novo chamado: #${data.id}`, data.title);
+        }
+      }
+      
+      // Invalida a lista para forçar o refetch e atualizar o grid
+      queryClient.invalidateQueries({ queryKey: ['tickets'] });
+      queryClient.invalidateQueries({ queryKey: ['stats'] });
+    });
+
+    // Quando o status ou responsável do chamado é atualizado
+    eventSource.addEventListener('ticket.updated', (e) => {
+      const data = JSON.parse(e.data);
+      if (user && (user.id === data.creatorId || user.id === data.assigneeId) && user.id !== data.authorId) {
+        notify(`Chamado #${data.id} atualizado`, `O status ou responsável foi alterado.`);
+      }
+      
+      // Atualiza as listas, os stats e o detalhe do ticket
+      queryClient.invalidateQueries({ queryKey: ['tickets'] });
+      queryClient.invalidateQueries({ queryKey: ['stats'] });
+      queryClient.invalidateQueries({ queryKey: ['ticket', data.id] });
+    });
+
+    // Quando um comentário é adicionado
+    eventSource.addEventListener('comment.added', (e) => {
+      const data = JSON.parse(e.data);
+      if (user && (user.id === data.creatorId || user.id === data.assigneeId) && user.id !== data.authorId) {
+        if (!data.isInternal || (data.isInternal && user.role !== 'requester')) {
+          notify(`Nova mensagem no chamado #${data.ticketId}`, 'Você tem uma nova interação no chamado.');
+        }
+      }
+      
+      // Atualiza os comentários do ticket afetado
+      queryClient.invalidateQueries({ queryKey: ['tickets', data.ticketId, 'comments'] });
+    });
+
+    // Tratamento de erro na conexão
+    eventSource.onerror = (err) => {
+      console.error('Erro na conexão SSE:', err);
+      // O navegador tentará reconectar automaticamente
+    };
+
+    return () => {
+      eventSource.close();
+    };
+  }, [token, isAuthenticated, queryClient, addToast]);
+}
diff --git a/web/src/lib/api.ts b/web/src/lib/api.ts
new file mode 100644
index 0000000..1d1e63d
--- /dev/null
+++ b/web/src/lib/api.ts
@@ -0,0 +1,297 @@
+/**
+ * api.ts
+ *
+ * Cliente HTTP tipado para a API Helpdesk.
+ * Centraliza toda comunicação com o backend — nenhum componente
+ * deve chamar fetch() diretamente.
+ */
+
+// ─── Configuração ─────────────────────────────────────────────────────────────
+
+const BASE_URL = import.meta.env['VITE_API_URL'] ?? '/api/v1';
+const TOKEN_KEY = 'helpdesk:token';
+
+function getToken(): string | null {
+  return localStorage.getItem(TOKEN_KEY);
+}
+
+
+// ─── Tipos (espelham o schema do backend) ─────────────────────────────────────
+
+export type TicketStatus   = 'open' | 'in_progress' | 'waiting' | 'resolved' | 'closed';
+export type TicketPriority = 'low' | 'medium' | 'high' | 'critical';
+
+export interface Category {
+  id:          number;
+  name:        string;
+  slug:        string;
+  description: string | null;
+  createdAt:   string;
+  updatedAt:   string;
+}
+
+export interface Ticket {
+  id:          number;
+  title:       string;
+  description: string;
+  status:      TicketStatus;
+  priority:    TicketPriority;
+  creatorId:   number;
+  assigneeId:  number | null;
+  categoryId:  number | null;
+  dueAt:       string | null;
+  resolvedAt:  string | null;
+  createdAt:   string;
+  updatedAt:   string;
+  creatorName?: string;
+  assigneeName?: string | null;
+  categoryName?: string | null;
+}
+
+export interface Comment {
+  id:         number;
+  content:    string;
+  isInternal: boolean;
+  ticketId:   number;
+  authorId:   number;
+  createdAt:  string;
+  updatedAt:  string;
+}
+
+export interface PaginatedResponse<T> {
+  data: T[];
+  meta: {
+    page:       number;
+    limit:      number;
+    total:      number;
+    totalPages: number;
+  };
+}
+
+export interface SystemSettings {
+  allowRequesterChat: boolean;
+}
+
+// ─── Filtros para listagem ────────────────────────────────────────────────────
+
+export interface ListTicketsParams {
+  status?:     TicketStatus;
+  priority?:   TicketPriority;
+  assigneeId?: number;
+  creatorId?:  number;
+  categoryId?: number;
+  page?:       number;
+  limit?:      number;
+}
+
+// ─── Erro padronizado da API ──────────────────────────────────────────────────
+
+export class ApiError extends Error {
+  constructor(
+    public readonly status: number,
+    message: string,
+  ) {
+    super(message);
+    this.name = 'ApiError';
+  }
+}
+
+// ─── Função base de fetch ─────────────────────────────────────────────────────
+
+async function request<T>(
+  path: string,
+  options?: RequestInit,
+): Promise<T> {
+  const token = getToken();
+  const headers: Record<string, string> = { ...options?.headers as Record<string, string> };
+
+  if (options?.body && !headers['Content-Type']) {
+    headers['Content-Type'] = 'application/json';
+  }
+  if (token && !headers['Authorization']) {
+    headers['Authorization'] = `Bearer ${token}`;
+  }
+
+  const response = await fetch(`${BASE_URL}${path}`, {
+    cache: 'no-store',
+    ...options,
+    headers,
+  });
+
+  if (!response.ok) {
+    const body = await response.json().catch(() => ({ message: response.statusText }));
+    throw new ApiError(
+      response.status,
+      (body as { message?: string }).message ?? 'Erro desconhecido',
+    );
+  }
+
+  if (response.status === 204) return null as T;
+
+  return response.json() as Promise<T>;
+}
+
+// ─── Tipos adicionais para Auth ───────────────────────────────────────────────
+
+export interface UserResponse {
+  id:        number;
+  name:      string;
+  email:     string;
+  role:      'requester' | 'agent' | 'admin';
+  isActive:  boolean;
+  createdAt: string;
+}
+
+export interface AuthResponse {
+  token: string;
+  user:  UserResponse;
+}
+
+export interface StatsResponse {
+  totalOpen:       number;
+  totalInProgress: number;
+  totalWaiting:    number;
+  totalResolved:   number;
+  totalClosed:     number;
+  totalPending:    number;
+}
+
+// ─── Endpoints: Tickets ───────────────────────────────────────────────────────
+
+export const api = {
+  settings: {
+    get(): Promise<SystemSettings> {
+      return request('/settings');
+    },
+    update(data: { allowRequesterChat: boolean }): Promise<SystemSettings> {
+      return request('/settings', { method: 'PATCH', body: JSON.stringify(data) });
+    }
+  },
+
+  stats: {
+    get(): Promise<StatsResponse> {
+      return request('/stats');
+    },
+  },
+
+  auth: {
+    login(data: { email: string; password: string }): Promise<AuthResponse> {
+      return request('/auth/login', { method: 'POST', body: JSON.stringify(data) });
+    },
+    register(data: { name: string; email: string; password: string; role?: string }): Promise<AuthResponse> {
+      return request('/auth/register', { method: 'POST', body: JSON.stringify(data) });
+    },
+    me(): Promise<UserResponse> {
+      return request('/auth/me');
+    },
+  },
+
+  categories: {
+    list(): Promise<Category[]> {
+      return request('/categories');
+    },
+    get(id: number): Promise<Category> {
+      return request(`/categories/${id}`);
+    },
+    create(data: { name: string; slug?: string; description?: string }): Promise<Category> {
+      return request('/categories', { method: 'POST', body: JSON.stringify(data) });
+    },
+    update(id: number, data: { name?: string; slug?: string; description?: string }): Promise<Category> {
+      return request(`/categories/${id}`, { method: 'PATCH', body: JSON.stringify(data) });
+    },
+    delete(id: number): Promise<void> {
+      return request(`/categories/${id}`, { method: 'DELETE' });
+    }
+  },
+
+  tickets: {
+    list(params: ListTicketsParams = {}): Promise<PaginatedResponse<Ticket>> {
+      const query = new URLSearchParams();
+      Object.entries(params).forEach(([key, value]) => {
+        if (value !== undefined) query.set(key, String(value));
+      });
+      const qs = query.toString();
+      return request(`/tickets${qs ? `?${qs}` : ''}`);
+    },
+
+    get(id: number): Promise<Ticket> {
+      return request(`/tickets/${id}`);
+    },
+
+    create(data: {
+      title:       string;
+      description: string;
+      priority?:   TicketPriority;
+      categoryId?: number;
+      creatorId:   number;
+    }): Promise<Ticket> {
+      return request('/tickets', {
+        method: 'POST',
+        body:   JSON.stringify(data),
+      });
+    },
+
+    updateStatus(ticketId: number, status: TicketStatus, reason?: string): Promise<Ticket> {
+      return request(`/tickets/${ticketId}/status`, {
+        method: 'PATCH',
+        body:   JSON.stringify({ status, reason }),
+      });
+    },
+
+    assign(ticketId: number, assigneeId: number): Promise<Ticket> {
+      return request(`/tickets/${ticketId}/assign`, {
+        method: 'PATCH',
+        body:   JSON.stringify({ assigneeId }),
+      });
+    },
+
+    updatePriority(ticketId: number, priority: TicketPriority): Promise<Ticket> {
+      return request(`/tickets/${ticketId}/priority`, {
+        method: 'PATCH',
+        body:   JSON.stringify({ priority }),
+      });
+    },
+
+    delete(id: number): Promise<void> {
+      return request(`/tickets/${id}`, { method: 'DELETE' });
+    },
+  },
+
+  comments: {
+    list(ticketId: number): Promise<Comment[]> {
+      return request(`/tickets/${ticketId}/comments`);
+    },
+
+    add(ticketId: number, data: {
+      content:    string;
+      isInternal: boolean;
+      authorId:   number;
+    }): Promise<Comment> {
+      return request(`/tickets/${ticketId}/comments`, {
+        method: 'POST',
+        body:   JSON.stringify(data),
+      });
+    },
+  },
+
+  users: {
+    list(): Promise<UserResponse[]> {
+      return request('/users');
+    },
+    create(data: { name: string; email: string; password: string; role: 'admin' | 'agent' | 'requester' }): Promise<UserResponse> {
+      return request('/users', {
+        method: 'POST',
+        body: JSON.stringify(data),
+      });
+    },
+    update(id: number, data: { name?: string; email?: string; password?: string; role?: 'admin' | 'agent' | 'requester'; isActive?: boolean }): Promise<UserResponse> {
+      return request(`/users/${id}`, {
+        method: 'PATCH',
+        body: JSON.stringify(data),
+      });
+    },
+    delete(id: number): Promise<void> {
+      return request(`/users/${id}`, { method: 'DELETE' });
+    }
+  },
+};
diff --git a/web/src/main.tsx b/web/src/main.tsx
new file mode 100644
index 0000000..66e73d2
--- /dev/null
+++ b/web/src/main.tsx
@@ -0,0 +1,16 @@
+import { StrictMode } from 'react';
+import { createRoot } from 'react-dom/client';
+import '@/styles/index.css';
+import App from './App';
+
+const rootElement = document.getElementById('root');
+
+if (!rootElement) {
+  throw new Error('Elemento #root não encontrado no DOM. Verifique o index.html.');
+}
+
+createRoot(rootElement).render(
+  <StrictMode>
+    <App />
+  </StrictMode>,
+);
diff --git a/web/src/pages/DashboardPage.module.css b/web/src/pages/DashboardPage.module.css
new file mode 100644
index 0000000..59e1a73
--- /dev/null
+++ b/web/src/pages/DashboardPage.module.css
@@ -0,0 +1,160 @@
+.page {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-6);
+}
+
+.pageHeader {
+  display: flex;
+  align-items: flex-end;
+  justify-content: space-between;
+}
+
+.heading {
+  font-size: var(--text-2xl);
+  font-weight: 700;
+  color: var(--color-text-primary);
+  letter-spacing: -0.03em;
+}
+
+.total {
+  font-size: var(--text-sm);
+  color: var(--color-text-muted);
+  margin-top: var(--space-1);
+}
+
+/* ── KPI Cards ─────────────────────────────────────────────────────────────── */
+.kpiGrid {
+  display: grid;
+  grid-template-columns: repeat(auto-fit, minmax(200px, 1fr));
+  gap: var(--space-4);
+  margin-bottom: var(--space-2);
+}
+
+.kpiCard {
+  background: var(--color-surface);
+  border: 1px solid var(--color-border);
+  border-radius: var(--radius-lg);
+  padding: var(--space-4);
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-1);
+}
+
+.kpiLabel {
+  font-size: var(--text-xs);
+  font-weight: 600;
+  color: var(--color-text-muted);
+  text-transform: uppercase;
+  letter-spacing: 0.05em;
+}
+
+.kpiValue {
+  font-size: var(--text-3xl);
+  font-weight: 700;
+  color: var(--color-text-primary);
+  line-height: 1;
+}
+
+/* ── Filtros ───────────────────────────────────────────────────────────────── */
+.filters {
+  display: flex;
+  align-items: center;
+  gap: var(--space-3);
+  flex-wrap: wrap;
+}
+
+/* ── Grid de tickets ───────────────────────────────────────────────────────── */
+.grid {
+  display: grid;
+  grid-template-columns: repeat(auto-fill, minmax(320px, 1fr));
+  gap: var(--space-4);
+}
+
+/* ── Skeleton ──────────────────────────────────────────────────────────────── */
+.skeleton {
+  background: var(--color-surface);
+  border: 1px solid var(--color-border);
+  border-radius: var(--radius-lg);
+  padding: var(--space-5);
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-3);
+  overflow: hidden;
+}
+
+.skeletonLine {
+  border-radius: var(--radius-sm);
+  background: linear-gradient(
+    90deg,
+    var(--color-surface-2) 25%,
+    var(--color-border) 50%,
+    var(--color-surface-2) 75%
+  );
+  background-size: 200% 100%;
+  animation: shimmer 1.5s infinite;
+}
+
+@keyframes shimmer {
+  0%   { background-position: 200% 0; }
+  100% { background-position: -200% 0; }
+}
+
+/* ── Estado vazio ──────────────────────────────────────────────────────────── */
+.emptyState {
+  display: flex;
+  flex-direction: column;
+  align-items: center;
+  justify-content: center;
+  gap: var(--space-3);
+  padding: var(--space-16) var(--space-8);
+  text-align: center;
+}
+
+.emptyTitle {
+  font-size: var(--text-lg);
+  font-weight: 600;
+  color: var(--color-text-secondary);
+}
+
+.emptyMessage {
+  font-size: var(--text-sm);
+  color: var(--color-text-muted);
+}
+
+/* ── Estado de erro ────────────────────────────────────────────────────────── */
+.errorState {
+  padding: var(--space-6);
+  background: rgba(248, 113, 113, 0.08);
+  border: 1px solid rgba(248, 113, 113, 0.25);
+  border-radius: var(--radius-lg);
+  text-align: center;
+}
+
+.errorTitle {
+  font-weight: 600;
+  color: var(--color-priority-critical);
+  margin-bottom: var(--space-1);
+}
+
+.errorMessage {
+  font-size: var(--text-sm);
+  color: var(--color-text-secondary);
+}
+
+/* ── Paginação ─────────────────────────────────────────────────────────────── */
+.pagination {
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  gap: var(--space-4);
+  padding-top: var(--space-4);
+  border-top: 1px solid var(--color-border);
+}
+
+.pageInfo {
+  font-size: var(--text-sm);
+  color: var(--color-text-secondary);
+  min-width: 120px;
+  text-align: center;
+}
diff --git a/web/src/pages/DashboardPage.tsx b/web/src/pages/DashboardPage.tsx
new file mode 100644
index 0000000..fa7c5b5
--- /dev/null
+++ b/web/src/pages/DashboardPage.tsx
@@ -0,0 +1,224 @@
+/**
+ * DashboardPage.tsx
+ *
+ * Painel de fila de tickets — visão principal do agente de TI.
+ * Exibe todos os chamados com filtros por status e prioridade.
+ */
+
+import { useState } from 'react';
+import { useQuery } from '@tanstack/react-query';
+import { api, type TicketStatus, type TicketPriority } from '@/lib/api';
+import { TicketCard } from '@/components/tickets/TicketCard';
+import styles from './DashboardPage.module.css';
+
+// ─── Opções dos filtros ───────────────────────────────────────────────────────
+
+const STATUS_OPTIONS: { value: TicketStatus | ''; label: string }[] = [
+  { value: '',            label: 'Todos os status' },
+  { value: 'open',        label: '🔵 Abertos' },
+  { value: 'in_progress', label: '🟣 Em Andamento' },
+  { value: 'waiting',     label: '🟡 Aguardando' },
+  { value: 'resolved',    label: '🟢 Resolvidos' },
+  { value: 'closed',      label: '⚫ Fechados' },
+];
+
+const PRIORITY_OPTIONS: { value: TicketPriority | ''; label: string }[] = [
+  { value: '',         label: 'Todas as prioridades' },
+  { value: 'critical', label: '⚡ Crítica' },
+  { value: 'high',     label: '↑ Alta' },
+  { value: 'medium',   label: '→ Média' },
+  { value: 'low',      label: '↓ Baixa' },
+];
+
+// ─── Skeleton de carregamento ─────────────────────────────────────────────────
+
+function TicketSkeleton() {
+  return (
+    <div className={styles.skeleton} aria-hidden="true">
+      <div className={styles.skeletonLine} style={{ width: '30%', height: 20 }} />
+      <div className={styles.skeletonLine} style={{ width: '80%', height: 18 }} />
+      <div className={styles.skeletonLine} style={{ width: '60%', height: 14 }} />
+    </div>
+  );
+}
+
+// ─── Componente principal ─────────────────────────────────────────────────────
+
+export default function DashboardPage() {
+  // ── Filtros ────────────────────────────────────────────────────────────────
+  const [status,   setStatus]   = useState<TicketStatus | ''>('');
+  const [priority, setPriority] = useState<TicketPriority | ''>('');
+  const [page,     setPage]     = useState(1);
+
+  const LIMIT = 12;
+
+  // ── Query ──────────────────────────────────────────────────────────────────
+  // A query re-executa automaticamente sempre que os filtros ou a página mudam
+  const { data, isLoading, isError, error } = useQuery({
+    queryKey: ['tickets', { status, priority, page }],
+    queryFn:  () =>
+      api.tickets.list({
+        status:   status   || undefined,
+        priority: priority || undefined,
+        page,
+        limit: LIMIT,
+      }),
+  });
+
+  const { data: stats } = useQuery({
+    queryKey: ['stats'],
+    queryFn: () => api.stats.get(),
+  });
+
+  const tickets    = data?.data    ?? [];
+  const meta       = data?.meta;
+  const totalPages = meta?.totalPages ?? 1;
+
+  // Reseta para página 1 ao mudar filtros
+  function handleStatusChange(value: TicketStatus | '') {
+    setStatus(value);
+    setPage(1);
+  }
+
+  function handlePriorityChange(value: TicketPriority | '') {
+    setPriority(value);
+    setPage(1);
+  }
+
+  return (
+    <div className={styles.page}>
+
+      {/* ── Cabeçalho + stats ─────────────────────────────────────────────── */}
+      <div className={styles.pageHeader}>
+        <div>
+          <h2 className={styles.heading}>Fila de Chamados</h2>
+          {meta && (
+            <p className={styles.total}>
+              {meta.total} chamado{meta.total !== 1 ? 's' : ''} encontrado{meta.total !== 1 ? 's' : ''}
+            </p>
+          )}
+        </div>
+      </div>
+
+      {/* ── KPI Cards ─────────────────────────────────────────────────────── */}
+      {stats && (
+        <div className={styles.kpiGrid}>
+          <div className={styles.kpiCard}>
+            <span className={styles.kpiLabel}>Pendentes</span>
+            <strong className={styles.kpiValue}>{stats.totalPending}</strong>
+          </div>
+          <div className={styles.kpiCard}>
+            <span className={styles.kpiLabel}>Aguardando</span>
+            <strong className={styles.kpiValue}>{stats.totalWaiting}</strong>
+          </div>
+          <div className={styles.kpiCard}>
+            <span className={styles.kpiLabel}>Resolvidos</span>
+            <strong className={styles.kpiValue}>{stats.totalResolved}</strong>
+          </div>
+        </div>
+      )}
+
+      {/* ── Filtros ───────────────────────────────────────────────────────── */}
+      <div className={styles.filters} role="search" aria-label="Filtros de chamados">
+        <select
+          className="input"
+          value={status}
+          onChange={(e) => handleStatusChange(e.target.value as TicketStatus | '')}
+          aria-label="Filtrar por status"
+          style={{ maxWidth: 220 }}
+        >
+          {STATUS_OPTIONS.map((o) => (
+            <option key={o.value} value={o.value}>{o.label}</option>
+          ))}
+        </select>
+
+        <select
+          className="input"
+          value={priority}
+          onChange={(e) => handlePriorityChange(e.target.value as TicketPriority | '')}
+          aria-label="Filtrar por prioridade"
+          style={{ maxWidth: 220 }}
+        >
+          {PRIORITY_OPTIONS.map((o) => (
+            <option key={o.value} value={o.value}>{o.label}</option>
+          ))}
+        </select>
+
+        {(status || priority) && (
+          <button
+            className="btn btn--ghost"
+            onClick={() => { handleStatusChange(''); handlePriorityChange(''); }}
+          >
+            Limpar filtros
+          </button>
+        )}
+      </div>
+
+      {/* ── Estados: loading / erro / vazio / lista ───────────────────────── */}
+      {isLoading && (
+        <div className={styles.grid} aria-busy="true" aria-label="Carregando chamados">
+          {Array.from({ length: 6 }).map((_, i) => (
+            <TicketSkeleton key={i} />
+          ))}
+        </div>
+      )}
+
+      {isError && (
+        <div className={styles.errorState} role="alert">
+          <p className={styles.errorTitle}>Falha ao carregar chamados</p>
+          <p className={styles.errorMessage}>
+            {error instanceof Error ? error.message : 'Erro desconhecido'}
+          </p>
+        </div>
+      )}
+
+      {!isLoading && !isError && tickets.length === 0 && (
+        <div className={styles.emptyState}>
+          <svg width="48" height="48" viewBox="0 0 24 24" fill="none" stroke="var(--color-text-muted)" strokeWidth="1.5" strokeLinecap="round" strokeLinejoin="round" aria-hidden="true">
+            <path d="M2 9a3 3 0 0 1 0 6v2a2 2 0 0 0 2 2h16a2 2 0 0 0 2-2v-2a3 3 0 0 1 0-6V7a2 2 0 0 0-2-2H4a2 2 0 0 0-2 2Z" />
+            <path d="M13 5v2M13 17v2M13 11v2" />
+          </svg>
+          <p className={styles.emptyTitle}>Nenhum chamado encontrado</p>
+          <p className={styles.emptyMessage}>
+            {status || priority
+              ? 'Tente ajustar os filtros acima.'
+              : 'Nenhum chamado aberto no momento.'}
+          </p>
+        </div>
+      )}
+
+      {!isLoading && tickets.length > 0 && (
+        <div className={styles.grid}>
+          {tickets.map((ticket) => (
+            <TicketCard key={ticket.id} ticket={ticket} />
+          ))}
+        </div>
+      )}
+
+      {/* ── Paginação ─────────────────────────────────────────────────────── */}
+      {totalPages > 1 && (
+        <div className={styles.pagination} aria-label="Paginação">
+          <button
+            className="btn btn--ghost"
+            onClick={() => setPage((p) => Math.max(1, p - 1))}
+            disabled={page <= 1}
+          >
+            ← Anterior
+          </button>
+
+          <span className={styles.pageInfo}>
+            Página {page} de {totalPages}
+          </span>
+
+          <button
+            className="btn btn--ghost"
+            onClick={() => setPage((p) => Math.min(totalPages, p + 1))}
+            disabled={page >= totalPages}
+          >
+            Próxima →
+          </button>
+        </div>
+      )}
+    </div>
+  );
+}
diff --git a/web/src/pages/LoginPage.module.css b/web/src/pages/LoginPage.module.css
new file mode 100644
index 0000000..0205736
--- /dev/null
+++ b/web/src/pages/LoginPage.module.css
@@ -0,0 +1,125 @@
+.page {
+  min-height: 100vh;
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  padding: var(--space-6);
+  background:
+    radial-gradient(ellipse at 60% 20%, rgba(108, 126, 248, 0.08) 0%, transparent 60%),
+    radial-gradient(ellipse at 20% 80%, rgba(108, 126, 248, 0.05) 0%, transparent 50%),
+    var(--color-bg);
+}
+
+.card {
+  width: 100%;
+  max-width: 400px;
+  background: var(--color-surface);
+  border: 1px solid var(--color-border);
+  border-radius: var(--radius-xl);
+  padding: var(--space-8);
+  box-shadow: var(--shadow-lg);
+  animation: slideUp var(--transition-normal) ease;
+}
+
+@keyframes slideUp {
+  from { opacity: 0; transform: translateY(16px); }
+  to   { opacity: 1; transform: translateY(0); }
+}
+
+.logo {
+  display: flex;
+  align-items: center;
+  gap: var(--space-3);
+  margin-bottom: var(--space-6);
+}
+
+.appName {
+  font-size: var(--text-lg);
+  font-weight: 700;
+  color: var(--color-text-primary);
+  letter-spacing: -0.02em;
+  line-height: 1.2;
+}
+
+.appSub {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+}
+
+.heading {
+  font-size: var(--text-xl);
+  font-weight: 600;
+  color: var(--color-text-primary);
+  letter-spacing: -0.02em;
+  margin-bottom: var(--space-6);
+}
+
+.form {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-4);
+}
+
+.field {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-2);
+}
+
+.label {
+  font-size: var(--text-sm);
+  font-weight: 500;
+  color: var(--color-text-primary);
+}
+
+.passwordWrapper {
+  position: relative;
+}
+
+.passwordWrapper .input {
+  padding-right: var(--space-10);
+}
+
+.showPass {
+  position: absolute;
+  right: var(--space-3);
+  top: 50%;
+  transform: translateY(-50%);
+  font-size: var(--text-base);
+  line-height: 1;
+  color: var(--color-text-muted);
+  transition: color var(--transition-fast);
+}
+
+.showPass:hover {
+  color: var(--color-text-secondary);
+}
+
+.error {
+  padding: var(--space-3) var(--space-4);
+  background: rgba(248, 113, 113, 0.1);
+  border: 1px solid rgba(248, 113, 113, 0.3);
+  border-radius: var(--radius-md);
+  color: var(--color-priority-critical);
+  font-size: var(--text-sm);
+  animation: fadeIn var(--transition-fast) ease;
+}
+
+@keyframes fadeIn {
+  from { opacity: 0; }
+  to   { opacity: 1; }
+}
+
+.submitBtn {
+  width: 100%;
+  padding: var(--space-3);
+  font-size: var(--text-base);
+  margin-top: var(--space-2);
+}
+
+.registerLink {
+  font-size: var(--text-sm);
+  color: var(--color-text-muted);
+  text-align: center;
+  margin-top: var(--space-5);
+}
diff --git a/web/src/pages/LoginPage.tsx b/web/src/pages/LoginPage.tsx
new file mode 100644
index 0000000..73f355b
--- /dev/null
+++ b/web/src/pages/LoginPage.tsx
@@ -0,0 +1,124 @@
+/**
+ * LoginPage.tsx
+ * Página de autenticação — ponto de entrada da aplicação.
+ */
+
+import { useState, type FormEvent } from 'react';
+import { useNavigate, Link } from 'react-router-dom';
+import { useMutation } from '@tanstack/react-query';
+import { api } from '@/lib/api';
+import { useAuth } from '@/context/AuthContext';
+import { useToast } from '@/context/ToastContext';
+import styles from './LoginPage.module.css';
+
+export default function LoginPage() {
+  const navigate = useNavigate();
+  const { login } = useAuth();
+  const { addToast } = useToast();
+
+  const [email,    setEmail]    = useState('');
+  const [password, setPassword] = useState('');
+  const [showPass, setShowPass] = useState(false);
+
+  const { mutate, isPending, isError, error } = useMutation({
+    mutationFn: () => api.auth.login({ email, password }),
+    onSuccess: ({ token, user }) => {
+      login(token, user);
+      addToast('Login realizado com sucesso!', 'success');
+      navigate('/dashboard', { replace: true });
+    },
+    onError: (err: any) => {
+      addToast(err.message || 'Erro ao realizar login', 'error');
+    }
+  });
+
+  function handleSubmit(e: FormEvent) {
+    e.preventDefault();
+    mutate();
+  }
+
+  const errorMsg = isError && error instanceof Error ? error.message : null;
+
+  return (
+    <div className={styles.page}>
+      <div className={styles.card}>
+
+        {/* Logo */}
+        <div className={styles.logo}>
+          <svg width="40" height="40" viewBox="0 0 32 32" fill="none" aria-hidden="true">
+            <rect width="32" height="32" rx="8" fill="var(--color-accent)" fillOpacity="0.2" />
+            <path d="M8 11h16M8 16h10M8 21h12" stroke="var(--color-accent)" strokeWidth="2.2" strokeLinecap="round" />
+          </svg>
+          <div>
+            <h1 className={styles.appName}>Helpdesk TI</h1>
+            <p className={styles.appSub}>Central de Chamados</p>
+          </div>
+        </div>
+
+        <h2 className={styles.heading}>Entrar na sua conta</h2>
+
+        <form className={styles.form} onSubmit={handleSubmit} noValidate>
+          <div className={styles.field}>
+            <label htmlFor="login-email" className={styles.label}>E-mail</label>
+            <input
+              id="login-email"
+              type="email"
+              className="input"
+              placeholder="seu@email.com"
+              value={email}
+              onChange={(e) => setEmail(e.target.value)}
+              required
+              autoComplete="email"
+              disabled={isPending}
+            />
+          </div>
+
+          <div className={styles.field}>
+            <label htmlFor="login-password" className={styles.label}>Senha</label>
+            <div className={styles.passwordWrapper}>
+              <input
+                id="login-password"
+                type={showPass ? 'text' : 'password'}
+                className="input"
+                placeholder="••••••••"
+                value={password}
+                onChange={(e) => setPassword(e.target.value)}
+                required
+                autoComplete="current-password"
+                disabled={isPending}
+              />
+              <button
+                type="button"
+                className={styles.showPass}
+                onClick={() => setShowPass((v) => !v)}
+                aria-label={showPass ? 'Ocultar senha' : 'Mostrar senha'}
+              >
+                {showPass ? '🙈' : '👁️'}
+              </button>
+            </div>
+          </div>
+
+          {errorMsg && (
+            <div className={styles.error} role="alert">{errorMsg}</div>
+          )}
+
+          <button
+            type="submit"
+            className={`btn btn--primary ${styles.submitBtn}`}
+            disabled={isPending || !email || !password}
+            aria-busy={isPending}
+          >
+            {isPending ? (
+              <><span className="spinner" style={{ width: 16, height: 16, borderWidth: 2 }} /> Entrando...</>
+            ) : 'Entrar'}
+          </button>
+        </form>
+
+        <p className={styles.registerLink}>
+          Não tem conta?{' '}
+          <Link to="/register">Solicite acesso ao administrador</Link>
+        </p>
+      </div>
+    </div>
+  );
+}
diff --git a/web/src/pages/NewTicketPage.module.css b/web/src/pages/NewTicketPage.module.css
new file mode 100644
index 0000000..fb73226
--- /dev/null
+++ b/web/src/pages/NewTicketPage.module.css
@@ -0,0 +1,88 @@
+.page {
+  max-width: 680px;
+}
+
+.header {
+  margin-bottom: var(--space-8);
+}
+
+.heading {
+  font-size: var(--text-2xl);
+  font-weight: 700;
+  color: var(--color-text-primary);
+  letter-spacing: -0.03em;
+  margin-bottom: var(--space-2);
+}
+
+.subheading {
+  font-size: var(--text-sm);
+  color: var(--color-text-secondary);
+  line-height: 1.6;
+}
+
+/* ── Formulário ────────────────────────────────────────────────────────────── */
+.form {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-6);
+}
+
+.fieldGroup {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-2);
+}
+
+.label {
+  font-size: var(--text-sm);
+  font-weight: 500;
+  color: var(--color-text-primary);
+}
+
+.required {
+  color: var(--color-priority-critical);
+  margin-left: 2px;
+}
+
+.hint {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+}
+
+.textarea {
+  resize: vertical;
+  min-height: 140px;
+  line-height: 1.7;
+}
+
+/* ── Linha de 2 colunas ────────────────────────────────────────────────────── */
+.row {
+  display: grid;
+  grid-template-columns: 1fr 1fr;
+  gap: var(--space-5);
+}
+
+/* ── Banner de erro ────────────────────────────────────────────────────────── */
+.errorBanner {
+  padding: var(--space-3) var(--space-4);
+  background: rgba(248, 113, 113, 0.1);
+  border: 1px solid rgba(248, 113, 113, 0.3);
+  border-radius: var(--radius-md);
+  color: var(--color-priority-critical);
+  font-size: var(--text-sm);
+  animation: fadeIn var(--transition-fast) ease;
+}
+
+@keyframes fadeIn {
+  from { opacity: 0; transform: translateY(-4px); }
+  to   { opacity: 1; transform: translateY(0); }
+}
+
+/* ── Ações ─────────────────────────────────────────────────────────────────── */
+.actions {
+  display: flex;
+  justify-content: flex-end;
+  gap: var(--space-3);
+  padding-top: var(--space-4);
+  border-top: 1px solid var(--color-border);
+}
diff --git a/web/src/pages/NewTicketPage.tsx b/web/src/pages/NewTicketPage.tsx
new file mode 100644
index 0000000..d716f1e
--- /dev/null
+++ b/web/src/pages/NewTicketPage.tsx
@@ -0,0 +1,203 @@
+/**
+ * NewTicketPage.tsx
+ *
+ * Formulário para abertura de um novo chamado de TI.
+ * Visão do Solicitante — Fase 4, Passo 2.
+ */
+
+import { useState, type FormEvent } from 'react';
+import { useNavigate } from 'react-router-dom';
+import { useQuery, useMutation, useQueryClient } from '@tanstack/react-query';
+import { api, type TicketPriority } from '@/lib/api';
+import { useAuth } from '@/context/AuthContext';
+import { useToast } from '@/context/ToastContext';
+import styles from './NewTicketPage.module.css';
+
+// ─── Dados estáticos dos selects ──────────────────────────────────────────────
+
+const PRIORITIES: { value: TicketPriority; label: string; description: string }[] = [
+  { value: 'low',      label: '🟢 Baixa',    description: 'Sem impacto imediato' },
+  { value: 'medium',   label: '🔵 Média',    description: 'Impacto moderado' },
+  { value: 'high',     label: '🟡 Alta',     description: 'Impacto significativo' },
+  { value: 'critical', label: '🔴 Crítica',  description: 'Sistema/serviço fora do ar' },
+];
+
+// ─── Componente ───────────────────────────────────────────────────────────────
+
+export default function NewTicketPage() {
+  const navigate = useNavigate();
+  const queryClient = useQueryClient();
+  const { user } = useAuth();
+  const { addToast } = useToast();
+
+  // Estado do formulário
+  const [title,       setTitle]      = useState('');
+  const [description, setDesc]       = useState('');
+  const [priority,    setPriority]   = useState<TicketPriority>('medium');
+  const [categoryId,  setCategoryId] = useState<number | undefined>(undefined);
+
+  // Query: categorias
+  const { data: categories = [], isLoading: isLoadingCategories } = useQuery({
+    queryKey: ['categories'],
+    queryFn: () => api.categories.list(),
+  });
+
+  // Mutation: criação do ticket via API
+  const { mutate: createTicket, isPending } = useMutation({
+    mutationFn: () =>
+      api.tickets.create({
+        title:       title.trim(),
+        description: description.trim(),
+        priority,
+        categoryId,
+        creatorId:   user!.id,
+      }),
+    onSuccess: (data) => {
+      void queryClient.invalidateQueries({ queryKey: ['tickets'] });
+      addToast('Chamado criado com sucesso!', 'success');
+      navigate(`/tickets/${data.id}`);
+    },
+    onError: (err: any) => {
+      addToast(`Erro ao criar chamado: ${err.message}`, 'error');
+    },
+  });
+
+  function handleSubmit(e: FormEvent) {
+    e.preventDefault();
+    createTicket();
+  }
+
+  return (
+    <div className={styles.page}>
+
+      {/* Cabeçalho da página */}
+      <div className={styles.header}>
+        <h2 className={styles.heading}>Novo Chamado</h2>
+        <p className={styles.subheading}>
+          Descreva o problema com o máximo de detalhes possível para agilizar o atendimento.
+        </p>
+      </div>
+
+      {/* Formulário */}
+      <form className={styles.form} onSubmit={handleSubmit} noValidate>
+
+        {/* Título */}
+        <div className={styles.fieldGroup}>
+          <label htmlFor="ticket-title" className={styles.label}>
+            Título <span className={styles.required} aria-hidden="true">*</span>
+          </label>
+          <input
+            id="ticket-title"
+            type="text"
+            className="input"
+            placeholder="Ex: Computador não liga após atualização"
+            value={title}
+            onChange={(e) => setTitle(e.target.value)}
+            required
+            minLength={5}
+            maxLength={150}
+            disabled={isPending}
+            aria-describedby="title-hint"
+          />
+          <p id="title-hint" className={styles.hint}>
+            Seja objetivo — este é o resumo que aparece na fila dos agentes.
+          </p>
+        </div>
+
+        {/* Descrição */}
+        <div className={styles.fieldGroup}>
+          <label htmlFor="ticket-description" className={styles.label}>
+            Descrição detalhada <span className={styles.required} aria-hidden="true">*</span>
+          </label>
+          <textarea
+            id="ticket-description"
+            className={`input ${styles.textarea}`}
+            placeholder="Descreva o que aconteceu, quando começou, quais passos já foram tentados e o impacto no seu trabalho..."
+            value={description}
+            onChange={(e) => setDesc(e.target.value)}
+            required
+            minLength={10}
+            rows={6}
+            disabled={isPending}
+          />
+        </div>
+
+        {/* Linha: Prioridade + Categoria */}
+        <div className={styles.row}>
+
+          {/* Prioridade */}
+          <div className={styles.fieldGroup}>
+            <label htmlFor="ticket-priority" className={styles.label}>
+              Prioridade
+            </label>
+            <select
+              id="ticket-priority"
+              className="input"
+              value={priority}
+              onChange={(e) => setPriority(e.target.value as TicketPriority)}
+              disabled={isPending}
+            >
+              {PRIORITIES.map((p) => (
+                <option key={p.value} value={p.value}>
+                  {p.label} — {p.description}
+                </option>
+              ))}
+            </select>
+          </div>
+
+          {/* Categoria */}
+          <div className={styles.fieldGroup}>
+            <label htmlFor="ticket-category" className={styles.label}>
+              Categoria
+            </label>
+            <select
+              id="ticket-category"
+              className="input"
+              value={categoryId ?? ''}
+              onChange={(e) =>
+                setCategoryId(e.target.value ? Number(e.target.value) : undefined)
+              }
+              disabled={isPending || isLoadingCategories}
+            >
+              <option value="">Selecione uma categoria...</option>
+              {categories.map((c) => (
+                <option key={c.id} value={c.id}>
+                  {c.name}
+                </option>
+              ))}
+            </select>
+          </div>
+        </div>
+
+        {/* Ações */}
+        <div className={styles.actions}>
+          <button
+            type="button"
+            className="btn btn--ghost"
+            onClick={() => navigate('/dashboard')}
+            disabled={isPending}
+          >
+            Cancelar
+          </button>
+
+          <button
+            type="submit"
+            className="btn btn--primary"
+            disabled={isPending || title.trim().length < 5 || description.trim().length < 10}
+            aria-busy={isPending}
+          >
+            {isPending ? (
+              <>
+                <span className="spinner" style={{ width: 16, height: 16, borderWidth: 2 }} />
+                Enviando...
+              </>
+            ) : (
+              'Abrir Chamado'
+            )}
+          </button>
+        </div>
+
+      </form>
+    </div>
+  );
+}
diff --git a/web/src/pages/SettingsPage.module.css b/web/src/pages/SettingsPage.module.css
new file mode 100644
index 0000000..715f97b
--- /dev/null
+++ b/web/src/pages/SettingsPage.module.css
@@ -0,0 +1,111 @@
+.page {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-6);
+}
+
+.header {
+  margin-bottom: var(--space-2);
+}
+
+.heading {
+  font-size: var(--text-xl);
+  font-weight: 700;
+  color: var(--color-text-primary);
+  margin-bottom: var(--space-1);
+}
+
+.subheading {
+  color: var(--color-text-muted);
+  font-size: var(--text-sm);
+}
+
+.card {
+  background: var(--color-surface);
+  border: 1px solid var(--color-border);
+  border-radius: var(--radius-lg);
+  padding: var(--space-6);
+  box-shadow: var(--shadow-sm);
+}
+
+.settingRow {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  gap: var(--space-4);
+  padding-bottom: var(--space-4);
+  border-bottom: 1px solid var(--color-border);
+}
+
+.settingRow:last-child {
+  padding-bottom: 0;
+  border-bottom: none;
+}
+
+.settingInfo {
+  flex: 1;
+}
+
+.settingTitle {
+  font-size: var(--text-md);
+  font-weight: 600;
+  color: var(--color-text-primary);
+  margin-bottom: var(--space-1);
+}
+
+.settingDesc {
+  font-size: var(--text-sm);
+  color: var(--color-text-muted);
+}
+
+/* Toggle Switch */
+.switch {
+  position: relative;
+  display: inline-block;
+  width: 48px;
+  height: 24px;
+}
+
+.switch input {
+  opacity: 0;
+  width: 0;
+  height: 0;
+}
+
+.slider {
+  position: absolute;
+  cursor: pointer;
+  top: 0;
+  left: 0;
+  right: 0;
+  bottom: 0;
+  background-color: var(--color-surface-2);
+  transition: .4s;
+  border-radius: 24px;
+}
+
+.slider:before {
+  position: absolute;
+  content: "";
+  height: 18px;
+  width: 18px;
+  left: 3px;
+  bottom: 3px;
+  background-color: white;
+  transition: .4s;
+  border-radius: 50%;
+  box-shadow: var(--shadow-sm);
+}
+
+input:checked + .slider {
+  background-color: var(--color-accent);
+}
+
+input:checked + .slider:before {
+  transform: translateX(24px);
+}
+
+input:disabled + .slider {
+  opacity: 0.5;
+  cursor: not-allowed;
+}
diff --git a/web/src/pages/SettingsPage.tsx b/web/src/pages/SettingsPage.tsx
new file mode 100644
index 0000000..2e56213
--- /dev/null
+++ b/web/src/pages/SettingsPage.tsx
@@ -0,0 +1,63 @@
+import { useQuery, useMutation, useQueryClient } from '@tanstack/react-query';
+import { api } from '@/lib/api';
+import { useToast } from '@/context/ToastContext';
+import styles from './SettingsPage.module.css';
+
+export default function SettingsPage() {
+  const queryClient = useQueryClient();
+  const { addToast } = useToast();
+
+  const { data: settings, isLoading } = useQuery({
+    queryKey: ['settings'],
+    queryFn: () => api.settings.get(),
+  });
+
+  const mutation = useMutation({
+    mutationFn: (newVal: boolean) => api.settings.update({ allowRequesterChat: newVal }),
+    onSuccess: () => {
+      void queryClient.invalidateQueries({ queryKey: ['settings'] });
+      addToast('Configuração atualizada com sucesso', 'success');
+    },
+    onError: (err: any) => {
+      addToast(`Erro ao atualizar: ${err.message}`, 'error');
+    }
+  });
+
+  if (isLoading) {
+    return (
+      <div style={{ display: 'flex', gap: '8px', alignItems: 'center' }}>
+        <div className="spinner" /> Carregando configurações...
+      </div>
+    );
+  }
+
+  return (
+    <div className={styles.page}>
+      <div className={styles.header}>
+        <h2 className={styles.heading}>Configurações do Sistema</h2>
+        <p className={styles.subheading}>Gerencie as preferências globais da plataforma de chamados.</p>
+      </div>
+
+      <div className={styles.card}>
+        <div className={styles.settingRow}>
+          <div className={styles.settingInfo}>
+            <h3 className={styles.settingTitle}>Chat de Solicitantes</h3>
+            <p className={styles.settingDesc}>
+              Se ativado, usuários padrão (requesters) poderão enviar e receber mensagens dentro dos chamados. Se desativado, apenas agentes e administradores poderão interagir no chat.
+            </p>
+          </div>
+          
+          <label className={styles.switch}>
+            <input 
+              type="checkbox" 
+              checked={settings?.allowRequesterChat ?? true} 
+              disabled={mutation.isPending}
+              onChange={(e) => mutation.mutate(e.target.checked)}
+            />
+            <span className={styles.slider}></span>
+          </label>
+        </div>
+      </div>
+    </div>
+  );
+}
diff --git a/web/src/pages/TicketDetailPage.module.css b/web/src/pages/TicketDetailPage.module.css
new file mode 100644
index 0000000..36f4781
--- /dev/null
+++ b/web/src/pages/TicketDetailPage.module.css
@@ -0,0 +1,263 @@
+.page {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-6);
+  max-width: 1100px;
+}
+
+/* ── Header do ticket ──────────────────────────────────────────────────────── */
+.ticketHeader {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-3);
+}
+
+.headerTop {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+}
+
+.ticketId {
+  font-size: var(--text-sm);
+  color: var(--color-text-muted);
+  font-variant-numeric: tabular-nums;
+}
+
+.ticketTitle {
+  font-size: var(--text-2xl);
+  font-weight: 700;
+  color: var(--color-text-primary);
+  letter-spacing: -0.02em;
+  line-height: 1.3;
+}
+
+.headerMeta {
+  display: flex;
+  align-items: center;
+  gap: var(--space-3);
+  flex-wrap: wrap;
+}
+
+.metaDate {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+}
+
+/* ── Layout 2 colunas ──────────────────────────────────────────────────────── */
+.layout {
+  display: grid;
+  grid-template-columns: 1fr 280px;
+  gap: var(--space-6);
+  align-items: start;
+}
+
+.mainCol {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-5);
+}
+
+.sidebar {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-4);
+  position: sticky;
+  top: calc(var(--header-height) + var(--space-4));
+}
+
+/* ── Seções ────────────────────────────────────────────────────────────────── */
+.sectionTitle {
+  font-size: var(--text-sm);
+  font-weight: 600;
+  color: var(--color-text-secondary);
+  text-transform: uppercase;
+  letter-spacing: 0.06em;
+  margin-bottom: var(--space-3);
+}
+
+.description {
+  font-size: var(--text-sm);
+  color: var(--color-text-secondary);
+  line-height: 1.8;
+  white-space: pre-wrap;
+}
+
+/* ── Timeline de comentários ───────────────────────────────────────────────── */
+.timeline {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-3);
+  margin-top: var(--space-3);
+}
+
+.comment {
+  background: var(--color-surface);
+  border: 1px solid var(--color-border);
+  border-radius: var(--radius-lg);
+  padding: var(--space-4);
+  transition: border-color var(--transition-fast);
+}
+
+.comment:hover {
+  border-color: var(--color-border-hover);
+}
+
+/* Notas internas têm visual diferenciado */
+.commentInternal {
+  background: rgba(245, 158, 11, 0.05);
+  border-color: rgba(245, 158, 11, 0.2);
+}
+
+.commentHeader {
+  display: flex;
+  align-items: center;
+  gap: var(--space-2);
+  margin-bottom: var(--space-2);
+}
+
+.commentAvatar {
+  font-size: var(--text-base);
+  width: 28px;
+  text-align: center;
+  flex-shrink: 0;
+}
+
+.commentAuthor {
+  font-size: var(--text-sm);
+  font-weight: 500;
+  color: var(--color-text-primary);
+}
+
+.internalTag {
+  display: inline-block;
+  margin-left: var(--space-2);
+  font-size: var(--text-xs);
+  color: var(--color-waiting);
+  background: rgba(245, 158, 11, 0.12);
+  padding: 1px 6px;
+  border-radius: var(--radius-full);
+}
+
+.commentDate {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+  margin-left: auto;
+  flex-shrink: 0;
+}
+
+.commentContent {
+  font-size: var(--text-sm);
+  color: var(--color-text-secondary);
+  line-height: 1.7;
+  white-space: pre-wrap;
+  padding-left: calc(28px + var(--space-2));
+}
+
+.commentsLoading {
+  display: flex;
+  justify-content: center;
+  padding: var(--space-6);
+}
+
+.noComments {
+  font-size: var(--text-sm);
+  color: var(--color-text-muted);
+  font-style: italic;
+  text-align: center;
+  padding: var(--space-6);
+}
+
+/* ── Reply ─────────────────────────────────────────────────────────────────── */
+.replySection {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-3);
+}
+
+.replyTextarea {
+  resize: vertical;
+  min-height: 100px;
+}
+
+.replyActions {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+}
+
+.internalToggle {
+  display: flex;
+  align-items: center;
+  gap: var(--space-2);
+  font-size: var(--text-sm);
+  color: var(--color-text-secondary);
+  cursor: pointer;
+  user-select: none;
+}
+
+/* ── Sidebar de informações ────────────────────────────────────────────────── */
+.statusActions {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-2);
+}
+
+.statusBtn {
+  width: 100%;
+  justify-content: center;
+}
+
+.infoList {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-2);
+}
+
+.infoRow {
+  display: flex;
+  justify-content: space-between;
+  align-items: baseline;
+  gap: var(--space-2);
+}
+
+.infoRow dt {
+  font-size: var(--text-xs);
+  color: var(--color-text-muted);
+  text-transform: uppercase;
+  letter-spacing: 0.05em;
+  flex-shrink: 0;
+}
+
+.infoRow dd {
+  font-size: var(--text-sm);
+  color: var(--color-text-secondary);
+  text-align: right;
+}
+
+/* ── Loading / Error states ────────────────────────────────────────────────── */
+.loadingWrapper {
+  display: flex;
+  flex-direction: column;
+  align-items: center;
+  justify-content: center;
+  gap: var(--space-4);
+  padding: var(--space-16);
+  color: var(--color-text-muted);
+  font-size: var(--text-sm);
+}
+
+.errorWrapper {
+  display: flex;
+  flex-direction: column;
+  align-items: center;
+  gap: var(--space-4);
+  padding: var(--space-16);
+  text-align: center;
+}
+
+.errorTitle {
+  font-size: var(--text-xl);
+  font-weight: 600;
+  color: var(--color-text-secondary);
+}
diff --git a/web/src/pages/TicketDetailPage.tsx b/web/src/pages/TicketDetailPage.tsx
new file mode 100644
index 0000000..dbf3066
--- /dev/null
+++ b/web/src/pages/TicketDetailPage.tsx
@@ -0,0 +1,366 @@
+/**
+ * TicketDetailPage.tsx
+ *
+ * Página de detalhe de um chamado — visão do Agente.
+ * Exibe informações completas, histórico de comentários e ações.
+ */
+
+import { useState } from 'react';
+import { useParams, useNavigate } from 'react-router-dom';
+import { useQuery, useMutation, useQueryClient } from '@tanstack/react-query';
+import { api, type TicketStatus } from '@/lib/api';
+import { useAuth } from '@/context/AuthContext';
+import { useToast } from '@/context/ToastContext';
+import { StatusBadge } from '@/components/tickets/StatusBadge';
+import { PriorityBadge } from '@/components/tickets/PriorityBadge';
+import styles from './TicketDetailPage.module.css';
+
+// ─── Helpers ──────────────────────────────────────────────────────────────────
+
+function formatDateTime(iso: string) {
+  return new Intl.DateTimeFormat('pt-BR', {
+    dateStyle: 'short',
+    timeStyle: 'short',
+  }).format(new Date(iso));
+}
+
+const NEXT_STATUSES: Record<TicketStatus, TicketStatus[]> = {
+  open:        ['in_progress', 'closed'],
+  in_progress: ['waiting', 'resolved', 'closed'],
+  waiting:     ['in_progress', 'resolved', 'closed'],
+  resolved:    ['closed', 'open'],
+  closed:      [],
+};
+
+const STATUS_LABELS: Record<TicketStatus, string> = {
+  open:        'Aberto',
+  in_progress: 'Em Andamento',
+  waiting:     'Aguardando',
+  resolved:    'Resolvido',
+  closed:      'Fechado',
+};
+
+// ─── Componente ───────────────────────────────────────────────────────────────
+
+export default function TicketDetailPage() {
+  const { id }     = useParams<{ id: string }>();
+  const navigate   = useNavigate();
+  const queryClient = useQueryClient();
+  const { user }   = useAuth();
+  const { addToast } = useToast();
+  const ticketId   = Number(id);
+
+  // ── Queries ────────────────────────────────────────────────────────────────
+  const ticketQuery = useQuery({
+    queryKey: ['tickets', ticketId],
+    queryFn:  () => api.tickets.get(ticketId),
+    enabled:  Boolean(ticketId),
+  });
+
+  const commentsQuery = useQuery({
+    queryKey: ['tickets', ticketId, 'comments'],
+    queryFn:  () => api.comments.list(ticketId),
+    enabled:  Boolean(ticketId),
+  });
+
+  const settingsQuery = useQuery({
+    queryKey: ['settings'],
+    queryFn:  () => api.settings.get(),
+  });
+
+  // ── State do formulário de comentário ─────────────────────────────────────
+  const [commentText,   setCommentText]  = useState('');
+  const [isInternal,    setIsInternal]   = useState(false);
+
+  // ── Mutations ──────────────────────────────────────────────────────────────
+  const addCommentMutation = useMutation({
+    mutationFn: () =>
+      api.comments.add(ticketId, {
+        content:    commentText.trim(),
+        isInternal,
+        authorId:   user?.id ?? 0,
+      }),
+    onSuccess: () => {
+      setCommentText('');
+      setIsInternal(false);
+      void queryClient.invalidateQueries({ queryKey: ['tickets', ticketId, 'comments'] });
+    },
+  });
+
+  const updateStatusMutation = useMutation({
+    mutationFn: (status: TicketStatus) =>
+      api.tickets.updateStatus(ticketId, status),
+    onSuccess: () => {
+      void queryClient.invalidateQueries({ queryKey: ['tickets', ticketId] });
+      void queryClient.invalidateQueries({ queryKey: ['tickets'] });
+      addToast('Status atualizado', 'success');
+    },
+  });
+
+  const assignTicketMutation = useMutation({
+    mutationFn: () => api.tickets.assign(ticketId, user!.id),
+    onSuccess: () => {
+      void queryClient.invalidateQueries({ queryKey: ['tickets', ticketId] });
+      void queryClient.invalidateQueries({ queryKey: ['tickets'] });
+      addToast('Você assumiu o chamado', 'success');
+    },
+  });
+
+  const deleteTicketMutation = useMutation({
+    mutationFn: () => api.tickets.delete(ticketId),
+    onSuccess: () => {
+      void queryClient.invalidateQueries({ queryKey: ['tickets'] });
+      addToast('Chamado excluído com sucesso.', 'success');
+      navigate('/dashboard');
+    },
+    onError: (err: any) => {
+      addToast(`Erro ao excluir chamado: ${err.message}`, 'error');
+    }
+  });
+
+  // ── Loading / Error states ─────────────────────────────────────────────────
+  if (ticketQuery.isLoading) {
+    return (
+      <div className={styles.loadingWrapper}>
+        <div className="spinner" style={{ width: 28, height: 28, borderWidth: 3 }} />
+        <p>Carregando chamado...</p>
+      </div>
+    );
+  }
+
+  if (ticketQuery.isError || !ticketQuery.data) {
+    return (
+      <div className={styles.errorWrapper} role="alert">
+        <p className={styles.errorTitle}>Chamado não encontrado</p>
+        <button className="btn btn--ghost" onClick={() => navigate('/dashboard')}>
+          ← Voltar ao Dashboard
+        </button>
+      </div>
+    );
+  }
+
+  const ticket   = ticketQuery.data;
+  const comments = commentsQuery.data ?? [];
+  const nextStatuses = NEXT_STATUSES[ticket.status];
+
+  return (
+    <div className={styles.page}>
+
+      {/* ── Header do ticket ─────────────────────────────────────────────── */}
+      <div className={styles.ticketHeader}>
+        <div className={styles.headerTop}>
+          <button className="btn btn--ghost" onClick={() => navigate('/dashboard')}>
+            ← Voltar
+          </button>
+          <span className={styles.ticketId}>#{ticket.id}</span>
+        </div>
+
+        <h2 className={styles.ticketTitle}>{ticket.title}</h2>
+
+        <div className={styles.headerMeta}>
+          <StatusBadge status={ticket.status} />
+          <PriorityBadge priority={ticket.priority} />
+          <span className={styles.metaDate}>
+            Aberto em {formatDateTime(ticket.createdAt)}
+          </span>
+        </div>
+      </div>
+
+      {/* ── Layout de 2 colunas ──────────────────────────────────────────── */}
+      <div className={styles.layout}>
+
+        {/* ── Coluna principal ─────────────────────────────────────────── */}
+        <div className={styles.mainCol}>
+
+          {/* Descrição */}
+          <section className="card" aria-labelledby="desc-heading">
+            <h3 id="desc-heading" className={styles.sectionTitle}>Descrição</h3>
+            <p className={styles.description}>{ticket.description}</p>
+          </section>
+
+          {/* Timeline de comentários */}
+          <section aria-labelledby="comments-heading">
+            <h3 id="comments-heading" className={styles.sectionTitle}>
+              Histórico ({comments.length})
+            </h3>
+
+            {commentsQuery.isLoading && (
+              <div className={styles.commentsLoading}>
+                <div className="spinner" />
+              </div>
+            )}
+
+            {comments.length === 0 && !commentsQuery.isLoading && (
+              <p className={styles.noComments}>Nenhuma interação ainda.</p>
+            )}
+
+            <div className={styles.timeline}>
+              {comments.map((comment) => (
+                <article
+                  key={comment.id}
+                  className={`${styles.comment} ${comment.isInternal ? styles.commentInternal : ''}`}
+                >
+                  <div className={styles.commentHeader}>
+                    <div className={styles.commentAvatar}>
+                      {comment.isInternal ? '🔒' : '💬'}
+                    </div>
+                    <div>
+                      <span className={styles.commentAuthor}>
+                        {comment.authorName ?? `Usuário #${comment.authorId}`}
+                      </span>
+                      {comment.isInternal && (
+                        <span className={styles.internalTag}>Nota Interna</span>
+                      )}
+                    </div>
+                    <time className={styles.commentDate} dateTime={comment.createdAt}>
+                      {formatDateTime(comment.createdAt)}
+                    </time>
+                  </div>
+                  <p className={styles.commentContent}>{comment.content}</p>
+                </article>
+              ))}
+            </div>
+          </section>
+
+          {/* Formulário de resposta */}
+          {ticket.status !== 'closed' && ticket.status !== 'resolved' && !(user?.role === 'requester' && settingsQuery.data && !settingsQuery.data.allowRequesterChat) && (
+            <section className={`card ${styles.replySection}`} aria-labelledby="reply-heading">
+              <h3 id="reply-heading" className={styles.sectionTitle}>Adicionar Resposta</h3>
+
+              <>
+                <textarea
+                  className={`input ${styles.replyTextarea}`}
+                    placeholder={
+                      isInternal
+                        ? 'Nota interna (visível apenas para agentes)...'
+                        : 'Resposta pública para o solicitante...'
+                    }
+                    value={commentText}
+                    onChange={(e) => setCommentText(e.target.value)}
+                    rows={4}
+                    disabled={addCommentMutation.isPending}
+                    aria-label="Texto do comentário"
+                  />
+
+                  <div className={styles.replyActions}>
+                    {user?.role !== 'requester' && (
+                      <label className={styles.internalToggle}>
+                        <input
+                          type="checkbox"
+                          checked={isInternal}
+                          onChange={(e) => setIsInternal(e.target.checked)}
+                          disabled={addCommentMutation.isPending}
+                        />
+                        🔒 Nota interna
+                      </label>
+                    )}
+
+                    <button
+                      className="btn btn--primary"
+                      onClick={() => addCommentMutation.mutate()}
+                      disabled={
+                        addCommentMutation.isPending ||
+                        commentText.trim().length === 0
+                      }
+                      aria-busy={addCommentMutation.isPending}
+                      style={{ marginLeft: user?.role === 'requester' ? 'auto' : undefined }}
+                    >
+                      {addCommentMutation.isPending ? 'Enviando...' : 'Enviar'}
+                    </button>
+                  </div>
+                </>
+            </section>
+          )}
+        </div>
+
+        {/* ── Sidebar de ações ─────────────────────────────────────────── */}
+        <aside className={styles.sidebar}>
+
+          {/* Mudar status (somente se estiver atribuído a alguém e o usuário for admin ou agent) */}
+          {nextStatuses.length > 0 && (user?.role === 'admin' || user?.role === 'agent') && ticket.assigneeId && (
+            <div className="card">
+              <h3 className={styles.sectionTitle}>Mudar Status</h3>
+              <div className={styles.statusActions}>
+                {nextStatuses.map((s) => (
+                  <button
+                    key={s}
+                    className={`btn btn--ghost ${styles.statusBtn}`}
+                    onClick={() => updateStatusMutation.mutate(s)}
+                    disabled={updateStatusMutation.isPending}
+                  >
+                    {STATUS_LABELS[s]}
+                  </button>
+                ))}
+              </div>
+            </div>
+          )}
+
+          {/* Ações do Agente */}
+          {(user?.role === 'admin' || user?.role === 'agent') && !ticket.assigneeId && (
+            <div className="card" style={{ marginTop: '16px' }}>
+              <button
+                className="btn btn--primary"
+                style={{ width: '100%', justifyContent: 'center' }}
+                disabled={assignTicketMutation.isPending}
+                onClick={() => assignTicketMutation.mutate()}
+              >
+                {assignTicketMutation.isPending ? 'Assumindo...' : 'Assumir Chamado'}
+              </button>
+            </div>
+          )}
+
+          {/* Informações */}
+          <div className="card">
+            <h3 className={styles.sectionTitle}>Informações</h3>
+            <dl className={styles.infoList}>
+              <div className={styles.infoRow}>
+                <dt>Criador</dt>
+                <dd>{ticket.creatorName ?? `Usuário #${ticket.creatorId}`}</dd>
+              </div>
+              <div className={styles.infoRow}>
+                <dt>Agente</dt>
+                <dd>{ticket.assigneeId ? (ticket.assigneeName ?? `Agente #${ticket.assigneeId}`) : '—'}</dd>
+              </div>
+              <div className={styles.infoRow}>
+                <dt>Categoria</dt>
+                <dd>{ticket.categoryName ?? (ticket.categoryId ? `Categoria #${ticket.categoryId}` : '—')}</dd>
+              </div>
+              <div className={styles.infoRow}>
+                <dt>Criado em</dt>
+                <dd>{formatDateTime(ticket.createdAt)}</dd>
+              </div>
+              <div className={styles.infoRow}>
+                <dt>Atualizado</dt>
+                <dd>{formatDateTime(ticket.updatedAt)}</dd>
+              </div>
+              {ticket.resolvedAt && (
+                <div className={styles.infoRow}>
+                  <dt>Resolvido em</dt>
+                  <dd>{formatDateTime(ticket.resolvedAt)}</dd>
+                </div>
+              )}
+            </dl>
+          </div>
+
+          {(user?.role === 'admin' || user?.role === 'agent') && (
+            <div className="card" style={{ marginTop: '16px', borderColor: '#fca5a5' }}>
+              <h3 className={styles.sectionTitle} style={{ color: '#991b1b' }}>Zona de Perigo</h3>
+              <button
+                className="btn btn--danger"
+                style={{ width: '100%', justifyContent: 'center' }}
+                disabled={deleteTicketMutation.isPending}
+                onClick={() => {
+                  if (confirm('Tem certeza que deseja excluir permanentemente este chamado?')) {
+                    deleteTicketMutation.mutate();
+                  }
+                }}
+              >
+                {deleteTicketMutation.isPending ? 'Excluindo...' : 'Excluir Chamado'}
+              </button>
+            </div>
+          )}
+        </aside>
+      </div>
+    </div>
+  );
+}
diff --git a/web/src/pages/UsersPage.module.css b/web/src/pages/UsersPage.module.css
new file mode 100644
index 0000000..296b5bf
--- /dev/null
+++ b/web/src/pages/UsersPage.module.css
@@ -0,0 +1,121 @@
+.container {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-6);
+  max-width: 800px;
+  margin: 0 auto;
+}
+
+.card {
+  background: var(--color-bg-base);
+  border: 1px solid var(--color-border);
+  border-radius: var(--radius-lg);
+  padding: var(--space-6);
+  box-shadow: var(--shadow-sm);
+}
+
+.title {
+  font-size: var(--text-xl);
+  font-weight: 600;
+  margin-bottom: var(--space-4);
+  color: var(--color-text-strong);
+}
+
+.form {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-4);
+}
+
+.field {
+  display: flex;
+  flex-direction: column;
+  gap: var(--space-1);
+}
+
+.field label {
+  font-size: var(--text-sm);
+  font-weight: 500;
+  color: var(--color-text-subtle);
+}
+
+.tableWrapper {
+  overflow-x: auto;
+}
+
+.table {
+  width: 100%;
+  border-collapse: collapse;
+  text-align: left;
+}
+
+.table th, .table td {
+  padding: var(--space-3);
+  border-bottom: 1px solid var(--color-border);
+}
+
+.table th {
+  font-weight: 600;
+  color: var(--color-text-subtle);
+  font-size: var(--text-sm);
+}
+
+.table td {
+  font-size: var(--text-sm);
+}
+
+.empty {
+  text-align: center;
+  color: var(--color-text-subtle);
+  padding: var(--space-6);
+}
+
+.roleBadge {
+  display: inline-block;
+  padding: 2px 8px;
+  border-radius: 12px;
+  font-size: var(--text-xs);
+  font-weight: 600;
+  text-transform: capitalize;
+}
+
+.roleBadge[data-role="admin"] {
+  background: #fef2f2;
+  color: #991b1b;
+  border: 1px solid #fca5a5;
+}
+
+.roleBadge[data-role="agent"] {
+  background: #eff6ff;
+  color: #1e40af;
+  border: 1px solid #bfdbfe;
+}
+
+.roleBadge[data-role="requester"] {
+  background: #f3f4f6;
+  color: #374151;
+  border: 1px solid #d1d5db;
+}
+
+.modalOverlay {
+  position: fixed;
+  top: 0;
+  left: 0;
+  right: 0;
+  bottom: 0;
+  background: rgba(0, 0, 0, 0.5);
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  z-index: 100;
+  backdrop-filter: blur(2px);
+}
+
+.modalContent {
+  background: var(--color-bg-base);
+  border-radius: var(--radius-lg);
+  padding: var(--space-6);
+  width: 100%;
+  max-width: 500px;
+  box-shadow: var(--shadow-lg);
+}
diff --git a/web/src/pages/UsersPage.tsx b/web/src/pages/UsersPage.tsx
new file mode 100644
index 0000000..7406dcd
--- /dev/null
+++ b/web/src/pages/UsersPage.tsx
@@ -0,0 +1,290 @@
+import { useState, type FormEvent } from 'react';
+import { useQuery, useMutation, useQueryClient } from '@tanstack/react-query';
+import { api, type UserResponse } from '@/lib/api';
+import { useAuth } from '@/context/AuthContext';
+import { useToast } from '@/context/ToastContext';
+import styles from './UsersPage.module.css';
+
+export default function UsersPage() {
+  const { user } = useAuth();
+  const { addToast } = useToast();
+  const queryClient = useQueryClient();
+
+  const [name, setName] = useState('');
+  const [email, setEmail] = useState('');
+  const [password, setPassword] = useState('');
+  const [role, setRole] = useState<'admin' | 'agent' | 'requester'>('requester');
+
+  const [editingUser, setEditingUser] = useState<UserResponse | null>(null);
+  const [editName, setEditName] = useState('');
+  const [editEmail, setEditEmail] = useState('');
+  const [editPassword, setEditPassword] = useState('');
+  const [editRole, setEditRole] = useState<'admin' | 'agent' | 'requester'>('requester');
+  const [editIsActive, setEditIsActive] = useState(true);
+
+  const { data: users, isLoading } = useQuery({
+    queryKey: ['users'],
+    queryFn: () => api.users.list(),
+    enabled: user?.role === 'admin',
+  });
+
+  const createMutation = useMutation({
+    mutationFn: () => api.users.create({ name, email, password, role }),
+    onSuccess: () => {
+      queryClient.invalidateQueries({ queryKey: ['users'] });
+      setName('');
+      setEmail('');
+      setPassword('');
+      setRole('requester');
+      addToast('Usuário criado com sucesso!', 'success');
+    },
+    onError: (error: any) => {
+      addToast(`Erro ao criar usuário: ${error.message}`, 'error');
+    },
+  });
+
+  const updateMutation = useMutation({
+    mutationFn: () => api.users.update(editingUser!.id, {
+      name: editName,
+      email: editEmail,
+      password: editPassword || undefined,
+      role: editRole,
+      isActive: editIsActive,
+    }),
+    onSuccess: () => {
+      queryClient.invalidateQueries({ queryKey: ['users'] });
+      setEditingUser(null);
+      addToast('Usuário atualizado com sucesso!', 'success');
+    },
+    onError: (error: any) => addToast(`Erro ao atualizar: ${error.message}`, 'error'),
+  });
+
+  const deleteMutation = useMutation({
+    mutationFn: (id: number) => api.users.delete(id),
+    onSuccess: () => {
+      queryClient.invalidateQueries({ queryKey: ['users'] });
+      addToast('Usuário excluído com sucesso!', 'success');
+    },
+    onError: (error: any) => addToast(`Erro ao excluir: ${error.message}`, 'error'),
+  });
+
+  function handleSubmit(e: FormEvent) {
+    e.preventDefault();
+    createMutation.mutate();
+  }
+
+  function handleEditSubmit(e: FormEvent) {
+    e.preventDefault();
+    updateMutation.mutate();
+  }
+
+  function openEdit(u: UserResponse) {
+    setEditingUser(u);
+    setEditName(u.name);
+    setEditEmail(u.email);
+    setEditPassword('');
+    setEditRole(u.role);
+    setEditIsActive(u.isActive);
+  }
+
+  if (user?.role !== 'admin') {
+    return (
+      <div className={styles.container}>
+        <h2>Acesso Negado</h2>
+        <p>Apenas administradores podem gerenciar usuários.</p>
+      </div>
+    );
+  }
+
+  return (
+    <div className={styles.container}>
+      <div className={styles.card}>
+        <h2 className={styles.title}>Criar Novo Usuário</h2>
+        <form className={styles.form} onSubmit={handleSubmit}>
+          <div className={styles.field}>
+            <label htmlFor="user-name">Nome</label>
+            <input
+              id="user-name"
+              type="text"
+              className="input"
+              value={name}
+              onChange={(e) => setName(e.target.value)}
+              required
+            />
+          </div>
+          
+          <div className={styles.field}>
+            <label htmlFor="user-email">E-mail</label>
+            <input
+              id="user-email"
+              type="email"
+              className="input"
+              value={email}
+              onChange={(e) => setEmail(e.target.value)}
+              required
+            />
+          </div>
+
+          <div className={styles.field}>
+            <label htmlFor="user-pwd">Senha</label>
+            <input
+              id="user-pwd"
+              type="password"
+              className="input"
+              value={password}
+              onChange={(e) => setPassword(e.target.value)}
+              required
+              minLength={8}
+            />
+          </div>
+
+          <div className={styles.field}>
+            <label htmlFor="user-role">Nível de Acesso</label>
+            <select
+              id="user-role"
+              className="input"
+              value={role}
+              onChange={(e) => setRole(e.target.value as any)}
+            >
+              <option value="requester">Usuário Padrão (Requester)</option>
+              <option value="agent">Agente (Agent)</option>
+              <option value="admin">Administrador (Admin)</option>
+            </select>
+          </div>
+
+          <button
+            type="submit"
+            className="btn btn--primary"
+            disabled={createMutation.isPending}
+          >
+            {createMutation.isPending ? 'Criando...' : 'Criar Usuário'}
+          </button>
+        </form>
+      </div>
+
+      <div className={styles.card}>
+        <h2 className={styles.title}>Usuários Cadastrados</h2>
+        {isLoading ? (
+          <p>Carregando...</p>
+        ) : (
+          <div className={styles.tableWrapper}>
+            <table className={styles.table}>
+              <thead>
+                <tr>
+                  <th>Nome</th>
+                  <th>E-mail</th>
+                  <th>Role</th>
+                  <th>Ativo</th>
+                  <th style={{ textAlign: 'right' }}>Ações</th>
+                </tr>
+              </thead>
+              <tbody>
+                {users?.map((u) => (
+                  <tr key={u.id}>
+                    <td>{u.name}</td>
+                    <td>{u.email}</td>
+                    <td><span className={styles.roleBadge} data-role={u.role}>{u.role}</span></td>
+                    <td>{u.isActive ? 'Sim' : 'Não'}</td>
+                    <td style={{ textAlign: 'right' }}>
+                      <button 
+                        className="btn btn--sm" 
+                        onClick={() => openEdit(u)} 
+                        style={{ marginRight: '8px', backgroundColor: '#3b82f6', color: '#ffffff', border: 'none' }}
+                      >
+                        Editar
+                      </button>
+                      <button 
+                        className="btn btn--sm btn--danger" 
+                        disabled={user?.id === u.id || deleteMutation.isPending}
+                        onClick={() => {
+                          if (confirm('Tem certeza que deseja excluir este usuário?')) {
+                            deleteMutation.mutate(u.id);
+                          }
+                        }}
+                      >
+                        Excluir
+                      </button>
+                    </td>
+                  </tr>
+                ))}
+                {users?.length === 0 && (
+                  <tr>
+                    <td colSpan={5} className={styles.empty}>Nenhum usuário encontrado.</td>
+                  </tr>
+                )}
+              </tbody>
+            </table>
+          </div>
+        )}
+      </div>
+
+      {editingUser && (
+        <div className={styles.modalOverlay}>
+          <div className={styles.modalContent}>
+            <h2 className={styles.title}>Editar Usuário</h2>
+            <form className={styles.form} onSubmit={handleEditSubmit}>
+              <div className={styles.field}>
+                <label>Nome</label>
+                <input
+                  type="text"
+                  className="input"
+                  value={editName}
+                  onChange={(e) => setEditName(e.target.value)}
+                  required
+                />
+              </div>
+              <div className={styles.field}>
+                <label>E-mail</label>
+                <input
+                  type="email"
+                  className="input"
+                  value={editEmail}
+                  onChange={(e) => setEditEmail(e.target.value)}
+                  required
+                />
+              </div>
+              <div className={styles.field}>
+                <label>Nova Senha (deixe em branco para não alterar)</label>
+                <input
+                  type="password"
+                  className="input"
+                  value={editPassword}
+                  onChange={(e) => setEditPassword(e.target.value)}
+                  minLength={8}
+                />
+              </div>
+              <div className={styles.field}>
+                <label>Nível de Acesso</label>
+                <select
+                  className="input"
+                  value={editRole}
+                  onChange={(e) => setEditRole(e.target.value as any)}
+                >
+                  <option value="requester">Usuário Padrão (Requester)</option>
+                  <option value="agent">Agente (Agent)</option>
+                  <option value="admin">Administrador (Admin)</option>
+                </select>
+              </div>
+              <div className={styles.field} style={{ flexDirection: 'row', alignItems: 'center', gap: '8px', marginTop: '8px' }}>
+                <input
+                  id="user-active"
+                  type="checkbox"
+                  checked={editIsActive}
+                  onChange={(e) => setEditIsActive(e.target.checked)}
+                />
+                <label htmlFor="user-active" style={{ marginBottom: 0 }}>Usuário Ativo</label>
+              </div>
+              
+              <div style={{ display: 'flex', gap: '8px', marginTop: '16px', justifyContent: 'flex-end' }}>
+                <button type="button" className="btn" onClick={() => setEditingUser(null)}>Cancelar</button>
+                <button type="submit" className="btn btn--primary" disabled={updateMutation.isPending}>
+                  {updateMutation.isPending ? 'Salvando...' : 'Salvar'}
+                </button>
+              </div>
+            </form>
+          </div>
+        </div>
+      )}
+    </div>
+  );
+}
diff --git a/web/src/router.tsx b/web/src/router.tsx
new file mode 100644
index 0000000..5105fec
--- /dev/null
+++ b/web/src/router.tsx
@@ -0,0 +1,70 @@
+/**
+ * router.tsx
+ * Rotas da aplicação com proteção por autenticação.
+ */
+
+import { createBrowserRouter, Navigate } from 'react-router-dom';
+import { lazy, Suspense } from 'react';
+import AppLayout from '@/components/layout/AppLayout';
+import PageLoader from '@/components/ui/PageLoader';
+import { ProtectedRoute } from '@/components/auth/ProtectedRoute';
+
+// ─── Lazy pages ───────────────────────────────────────────────────────────────
+const LoginPage        = lazy(() => import('@/pages/LoginPage'));
+const DashboardPage    = lazy(() => import('@/pages/DashboardPage'));
+const NewTicketPage    = lazy(() => import('@/pages/NewTicketPage'));
+const TicketDetailPage = lazy(() => import('@/pages/TicketDetailPage'));
+const UsersPage        = lazy(() => import('@/pages/UsersPage'));
+const SettingsPage     = lazy(() => import('@/pages/SettingsPage'));
+
+function Lazy({ children }: { children: React.ReactNode }) {
+  return <Suspense fallback={<PageLoader />}>{children}</Suspense>;
+}
+
+// ─── Router ───────────────────────────────────────────────────────────────────
+export const router = createBrowserRouter([
+  // ── Rota pública: login (sem AppLayout) ───────────────────────────────────
+  {
+    path: '/login',
+    element: <Lazy><LoginPage /></Lazy>,
+  },
+
+  // ── Rotas protegidas (requerem autenticação) ──────────────────────────────
+  {
+    path: '/',
+    element: (
+      <ProtectedRoute>
+        <AppLayout />
+      </ProtectedRoute>
+    ),
+    children: [
+      {
+        index: true,
+        element: <Navigate to="/dashboard" replace />,
+      },
+      {
+        path: 'dashboard',
+        element: <Lazy><DashboardPage /></Lazy>,
+      },
+      {
+        path: 'tickets/new',
+        element: <Lazy><NewTicketPage /></Lazy>,
+      },
+      {
+        path: 'tickets/:id',
+        element: <Lazy><TicketDetailPage /></Lazy>,
+      },
+      {
+        path: 'users',
+        element: <Lazy><UsersPage /></Lazy>,
+      },
+      {
+        path: 'settings',
+        element: <Lazy><SettingsPage /></Lazy>,
+      },
+    ],
+  },
+
+  // Fallback
+  { path: '*', element: <Navigate to="/dashboard" replace /> },
+]);
diff --git a/web/src/styles/index.css b/web/src/styles/index.css
new file mode 100644
index 0000000..8d8a3ec
--- /dev/null
+++ b/web/src/styles/index.css
@@ -0,0 +1,274 @@
+/* ============================================================================
+   HELPDESK TI — Design System Global
+   Paleta: azul profissional escuro + acentos em indigo
+   ============================================================================ */
+
+/* ─── Google Fonts fallback ───────────────────────────────────────────────── */
+@import url('https://fonts.googleapis.com/css2?family=Inter:wght@400;500;600;700&display=swap');
+
+/* ─── Tokens de Design ────────────────────────────────────────────────────── */
+:root {
+  /* Cores — Superfícies */
+  --color-bg:           #0f1117;
+  --color-surface:      #1a1d27;
+  --color-surface-2:    #222638;
+  --color-border:       #2e3348;
+  --color-border-hover: #454d6e;
+
+  /* Cores — Texto */
+  --color-text-primary:   #e8eaf0;
+  --color-text-secondary: #8b92a8;
+  --color-text-muted:     #555e7a;
+
+  /* Cores — Acento (Indigo) */
+  --color-accent:        #6c7ef8;
+  --color-accent-hover:  #8290fa;
+  --color-accent-subtle: rgba(108, 126, 248, 0.12);
+
+  /* Cores — Status dos Tickets */
+  --color-open:        #60a5fa;  /* Azul */
+  --color-in-progress: #a78bfa;  /* Roxo */
+  --color-waiting:     #f59e0b;  /* Âmbar */
+  --color-resolved:    #34d399;  /* Verde */
+  --color-closed:      #6b7280;  /* Cinza */
+
+  /* Cores — Prioridade */
+  --color-priority-low:      #34d399;
+  --color-priority-medium:   #60a5fa;
+  --color-priority-high:     #f59e0b;
+  --color-priority-critical: #f87171;
+
+  /* Tipografia */
+  --font-sans:  'Inter', system-ui, -apple-system, sans-serif;
+  --font-mono:  'JetBrains Mono', 'Fira Code', monospace;
+
+  --text-xs:   0.75rem;
+  --text-sm:   0.875rem;
+  --text-base: 1rem;
+  --text-lg:   1.125rem;
+  --text-xl:   1.25rem;
+  --text-2xl:  1.5rem;
+  --text-3xl:  1.875rem;
+
+  /* Espaçamento */
+  --space-1:  0.25rem;
+  --space-2:  0.5rem;
+  --space-3:  0.75rem;
+  --space-4:  1rem;
+  --space-5:  1.25rem;
+  --space-6:  1.5rem;
+  --space-8:  2rem;
+  --space-10: 2.5rem;
+  --space-12: 3rem;
+  --space-16: 4rem;
+
+  /* Border Radius */
+  --radius-sm:   0.375rem;
+  --radius-md:   0.5rem;
+  --radius-lg:   0.75rem;
+  --radius-xl:   1rem;
+  --radius-full: 9999px;
+
+  /* Sombras */
+  --shadow-sm:  0 1px 2px rgba(0, 0, 0, 0.4);
+  --shadow-md:  0 4px 12px rgba(0, 0, 0, 0.4);
+  --shadow-lg:  0 8px 32px rgba(0, 0, 0, 0.5);
+  --shadow-accent: 0 0 0 3px rgba(108, 126, 248, 0.3);
+
+  /* Transições */
+  --transition-fast:   150ms ease;
+  --transition-normal: 250ms ease;
+  --transition-slow:   400ms ease;
+
+  /* Layout */
+  --sidebar-width:  260px;
+  --header-height:  60px;
+  --content-max-w:  1200px;
+}
+
+/* ─── Reset Moderno ───────────────────────────────────────────────────────── */
+*, *::before, *::after {
+  box-sizing: border-box;
+  margin: 0;
+  padding: 0;
+}
+
+html {
+  font-size: 16px;
+  scroll-behavior: smooth;
+  -webkit-font-smoothing: antialiased;
+  -moz-osx-font-smoothing: grayscale;
+}
+
+body {
+  font-family: var(--font-sans);
+  font-size: var(--text-base);
+  color: var(--color-text-primary);
+  background-color: var(--color-bg);
+  line-height: 1.6;
+  min-height: 100vh;
+}
+
+img, video {
+  max-width: 100%;
+  display: block;
+}
+
+button {
+  cursor: pointer;
+  font-family: inherit;
+  border: none;
+  background: none;
+}
+
+input, textarea, select {
+  font-family: inherit;
+  font-size: inherit;
+}
+
+a {
+  color: var(--color-accent);
+  text-decoration: none;
+  transition: color var(--transition-fast);
+}
+
+a:hover {
+  color: var(--color-accent-hover);
+}
+
+/* ─── Scrollbar customizada ───────────────────────────────────────────────── */
+::-webkit-scrollbar { width: 6px; height: 6px; }
+::-webkit-scrollbar-track { background: var(--color-surface); }
+::-webkit-scrollbar-thumb { background: var(--color-border); border-radius: var(--radius-full); }
+::-webkit-scrollbar-thumb:hover { background: var(--color-border-hover); }
+
+/* ─── Classes utilitárias ─────────────────────────────────────────────────── */
+
+/* Badges de status dos tickets */
+.badge {
+  display: inline-flex;
+  align-items: center;
+  gap: var(--space-1);
+  padding: 2px var(--space-2);
+  border-radius: var(--radius-full);
+  font-size: var(--text-xs);
+  font-weight: 600;
+  letter-spacing: 0.02em;
+  text-transform: uppercase;
+}
+
+.badge--open        { background: rgba(96, 165, 250, 0.15);  color: var(--color-open); }
+.badge--in_progress { background: rgba(167, 139, 250, 0.15); color: var(--color-in-progress); }
+.badge--waiting     { background: rgba(245, 158, 11, 0.15);  color: var(--color-waiting); }
+.badge--resolved    { background: rgba(52, 211, 153, 0.15);  color: var(--color-resolved); }
+.badge--closed      { background: rgba(107, 114, 128, 0.15); color: var(--color-closed); }
+
+/* Badges de prioridade */
+.badge--low      { background: rgba(52, 211, 153, 0.15);  color: var(--color-priority-low); }
+.badge--medium   { background: rgba(96, 165, 250, 0.15);  color: var(--color-priority-medium); }
+.badge--high     { background: rgba(245, 158, 11, 0.15);  color: var(--color-priority-high); }
+.badge--critical { background: rgba(248, 113, 113, 0.15); color: var(--color-priority-critical); }
+
+/* Botões */
+.btn {
+  display: inline-flex;
+  align-items: center;
+  justify-content: center;
+  gap: var(--space-2);
+  padding: var(--space-2) var(--space-4);
+  border-radius: var(--radius-md);
+  font-size: var(--text-sm);
+  font-weight: 500;
+  transition: all var(--transition-fast);
+  white-space: nowrap;
+}
+
+.btn--primary {
+  background: var(--color-accent);
+  color: #fff;
+}
+.btn--primary:hover {
+  background: var(--color-accent-hover);
+  transform: translateY(-1px);
+  box-shadow: var(--shadow-md);
+}
+
+.btn--ghost {
+  background: transparent;
+  color: var(--color-text-secondary);
+  border: 1px solid var(--color-border);
+}
+.btn--ghost:hover {
+  background: var(--color-surface-2);
+  color: var(--color-text-primary);
+  border-color: var(--color-border-hover);
+}
+
+.btn--danger {
+  background: rgba(248, 113, 113, 0.15);
+  color: var(--color-priority-critical);
+  border: 1px solid rgba(248, 113, 113, 0.3);
+}
+.btn--danger:hover {
+  background: rgba(248, 113, 113, 0.25);
+}
+
+/* Inputs */
+.input {
+  width: 100%;
+  padding: var(--space-2) var(--space-3);
+  background: var(--color-surface-2);
+  border: 1px solid var(--color-border);
+  border-radius: var(--radius-md);
+  color: var(--color-text-primary);
+  font-size: var(--text-sm);
+  transition: border-color var(--transition-fast), box-shadow var(--transition-fast);
+  outline: none;
+}
+
+.input:focus {
+  border-color: var(--color-accent);
+  box-shadow: var(--shadow-accent);
+}
+
+.input::placeholder {
+  color: var(--color-text-muted);
+}
+
+/* Cards */
+.card {
+  background: var(--color-surface);
+  border: 1px solid var(--color-border);
+  border-radius: var(--radius-lg);
+  padding: var(--space-5);
+  transition: border-color var(--transition-fast), box-shadow var(--transition-fast);
+}
+
+.card:hover {
+  border-color: var(--color-border-hover);
+  box-shadow: var(--shadow-md);
+}
+
+/* Animações */
+@keyframes fadeIn {
+  from { opacity: 0; transform: translateY(8px); }
+  to   { opacity: 1; transform: translateY(0); }
+}
+
+@keyframes spin {
+  to { transform: rotate(360deg); }
+}
+
+.animate-fade-in {
+  animation: fadeIn var(--transition-normal) ease forwards;
+}
+
+/* Loading spinner */
+.spinner {
+  width: 20px;
+  height: 20px;
+  border: 2px solid var(--color-border);
+  border-top-color: var(--color-accent);
+  border-radius: 50%;
+  animation: spin 0.7s linear infinite;
+}
diff --git a/web/tsconfig.app.json b/web/tsconfig.app.json
new file mode 100644
index 0000000..edabd23
--- /dev/null
+++ b/web/tsconfig.app.json
@@ -0,0 +1,32 @@
+{
+  "compilerOptions": {
+    "target": "ES2022",
+    "lib": ["ES2022", "DOM", "DOM.Iterable"],
+    "module": "ESNext",
+    "moduleResolution": "bundler",
+    "jsx": "react-jsx",
+
+    // Strict
+    "strict": true,
+    "noUncheckedIndexedAccess": true,
+    "noImplicitOverride": true,
+    "noImplicitReturns": true,
+
+    // Interop
+    "esModuleInterop": true,
+    "allowSyntheticDefaultImports": true,
+    "resolveJsonModule": true,
+    "verbatimModuleSyntax": true,
+    "isolatedModules": true,
+
+    // Path aliases: import { x } from '@/components/...'
+    "baseUrl": ".",
+    "paths": {
+      "@/*": ["src/*"]
+    },
+
+    // Não emite arquivos (Vite cuida do bundling)
+    "noEmit": true
+  },
+  "include": ["src"]
+}
diff --git a/web/tsconfig.json b/web/tsconfig.json
new file mode 100644
index 0000000..ba5ccc4
--- /dev/null
+++ b/web/tsconfig.json
@@ -0,0 +1,7 @@
+{
+  "files": [],
+  "references": [
+    { "path": "./tsconfig.node.json" },
+    { "path": "./tsconfig.app.json" }
+  ]
+}
diff --git a/web/tsconfig.node.json b/web/tsconfig.node.json
new file mode 100644
index 0000000..88d4c69
--- /dev/null
+++ b/web/tsconfig.node.json
@@ -0,0 +1,12 @@
+{
+  "compilerOptions": {
+    "target": "ES2022",
+    "lib": ["ES2022"],
+    "module": "ESNext",
+    "moduleResolution": "bundler",
+    "allowSyntheticDefaultImports": true,
+    "strict": true,
+    "noEmit": true
+  },
+  "include": ["vite.config.ts"]
+}
diff --git a/web/vite.config.ts b/web/vite.config.ts
new file mode 100644
index 0000000..980f48c
--- /dev/null
+++ b/web/vite.config.ts
@@ -0,0 +1,33 @@
+import { defineConfig } from 'vite';
+import react from '@vitejs/plugin-react';
+import path from 'node:path';
+import { fileURLToPath } from 'node:url';
+
+const __dirname = path.dirname(fileURLToPath(import.meta.url));
+
+export default defineConfig({
+  plugins: [react()],
+
+  resolve: {
+    alias: {
+      // Permite: import { api } from '@/lib/api'
+      '@': path.resolve(__dirname, './src'),
+    },
+  },
+
+  server: {
+    port: 5173,
+    proxy: {
+      // Redireciona /api/* para o servidor Fastify em desenvolvimento
+      // Elimina problemas de CORS — o browser só fala com localhost:5173
+      '/api': {
+        target: 'http://localhost:3000',
+        changeOrigin: true,
+      },
+      '/health': {
+        target: 'http://localhost:3000',
+        changeOrigin: true,
+      },
+    },
+  },
+});