feat: upload of the projectHEADmaster

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

12 files changed, 2138 insertions, 0 deletions

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>
+  );
+}