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diff --git a/web/src/components/layout/AppLayout.tsx b/web/src/components/layout/AppLayout.tsx
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+/**
+ * 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>
+  );
+}