v1.1.2

- Real-time updates (Laravel Reverb): live operator queue, live ticket
  chat/detail updates for operator and client, periodic fallback refresh
  with a visible countdown as a backstop for dropped websocket connections.
- SLA automation rules (Admin > Automatyzacja SLA): act on a ticket after
  N minutes of customer silence (change priority/status/team/assignee),
  evaluated every 15 minutes, reusing TicketService's own setters so
  automated changes get the same history/notification/broadcast a manual
  change would.
- New notification: every operator on a matching team gets notified when
  a new ticket lands in one of their subcategories.
- BookStack knowledge-base sidebar now also shown on the client's own
  ticket view (previously operator-only); suggestions everywhere now load
  in after first paint instead of blocking it.
- Client ticket view: shows assigned operator + team; page widened to
  match the operator's.
- Notification bell shows unread only; read notifications disappear
  instead of just dimming.
- Stats dashboard: sectioned layout, new breakdowns (by subcategory, CSAT
  by team/operator, top clients, client x subcategory cross-tab).
- Mobile: nav dropdowns (theme/notifications/profile) now expand full
  width instead of overflowing off-screen below 640px.
- Fixed two bugs that silently disabled all real-time updates (missing
  CSRF header on Echo's private-channel auth; a script-load-order race
  that could miss the livewire:init event) and the mariadb healthcheck
  (world-writable credentials file on this stack's NFS mount).
- Assorted test-suite fixes (roles virtual attribute needs the roles
  table seeded; a few missing seeds/wrong assertions found along the way).

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>

README.md

@@ -29,6 +29,18 @@ and **[wiki/admin](wiki/admin/README.md)** for role-specific how-to guides.
 - **SLA** — per-priority response/resolution time targets; a scheduled command
   (`tickets:check-sla-breaches`, every 15 min) flags overdue tickets and can notify
   the assigned operator.
+- **SLA automation rules** (Admin > Automatyzacja SLA) — configurable rules that
+  change a ticket's priority/status/team/assignee after N minutes of customer
+  silence (optionally scoped to a priority/category/team), evaluated every 15
+  minutes (`automation:run-rules`). Reuses the same `TicketService` setters a
+  manual operator action would, so an automated change gets the same history
+  entry, notification, and live broadcast as a human doing it; each rule fires
+  once per ticket until a fresh customer reply or a close/reopen resets it.
+- **Real-time updates** — the operator ticket queue and both ticket-detail views
+  (operator and client) update live over WebSockets (Laravel Reverb): new
+  tickets, status/priority/team/assignee changes, and new replies ("live chat")
+  all show up without a manual refresh. A periodic fallback refresh (with a
+  visible countdown) covers a dropped websocket connection.
 - **Categories & custom fields** — admin-defined categories/subcategories, each with
   its own set of custom fields (text/textarea/select/checkbox/date/number) and an
   optional default priority.
@@ -41,9 +53,12 @@ and **[wiki/admin](wiki/admin/README.md)** for role-specific how-to guides.
   team changed, closed, operator replied, SLA breached), each independently
   enable/disable-able.
 - **Operator statistics** (`/operator/stats`) — filterable dashboard (date range,
-  team, priority, category, assignee) with KPI tiles (volume, SLA breach rate,
-  average first-response/resolution time) and breakdowns by status, priority,
-  category, team and operator workload, plus a daily created-vs-closed trend.
+  team, priority, category, assignee) organized into sections: KPI tiles (volume,
+  SLA breach rate, average first-response/resolution time, CSAT); breakdowns by
+  status, priority, category and subcategory; team/operator workload; top 10
+  clients by ticket volume plus a client × subcategory cross-tab (top 5
+  subcategories, rest folded into "Inne"); CSAT average by team and by operator;
+  and a daily created-vs-closed trend.
 - **Branding & config** — company name/logo/favicon/accent color, login notice,
   e-mail layout/footer, LDAP connection + user sync, SMTP connection, attachment
   limits, session lifetime, timezone — all editable from Admin > Konfiguracja.
@@ -57,7 +72,10 @@ and **[wiki/admin](wiki/admin/README.md)** for role-specific how-to guides.
 - **PWA** — installable manifest + icons for the client-facing area.
 - **In-app notifications** — a bell in the top bar (client/operator/admin areas)
   backed by Laravel's database notification channel, alongside the existing
-  e-mail notifications (same per-trigger enable toggle drives both).
+  e-mail notifications (same per-trigger enable toggle drives both); shows
+  unread notifications only — reading one removes it from the list. Includes a
+  dedicated trigger notifying every operator on a team whose subcategories
+  match a newly created ticket.
 - **Attachments** — drag-and-drop upload (in addition to the file picker) and
   inline image thumbnails in the message thread instead of a plain download link.
 - **Customer satisfaction (CSAT)** — clients rate a ticket 1–5 stars (+ optional
@@ -73,29 +91,34 @@ and **[wiki/admin](wiki/admin/README.md)** for role-specific how-to guides.
 - **BookStack knowledge-base integration** *(optional, off by default)* —
   suggests relevant BookStack articles by category/subcategory while a ticket
   is being created, and in a separate sidebar panel on an existing ticket for
-  operators (with a copy-link button). Configured entirely from Admin >
-  Konfiguracja: connection + API token, optional SSL-verification bypass for
-  self-signed instances, page/book search-type filter, and two independent
-  per-shelf allow-lists (nothing is searched until an admin opts specific
-  shelves in, separately for ticket-creation suggestions vs. the operator
-  sidebar).
+  both operators and clients (with a copy-link button for operators). Loads in
+  after the page's first paint rather than blocking it. Configured entirely
+  from Admin > Konfiguracja: connection + API token, optional SSL-verification
+  bypass for self-signed instances, page/book search-type filter, and two
+  independent per-shelf allow-lists (nothing is searched until an admin opts
+  specific shelves in, separately for ticket-creation suggestions vs. the
+  operator/client ticket-view sidebar).
 
 ## Tech stack
 
 - **Backend**: Laravel, Livewire (server-driven UI, no SPA build beyond Tailwind/Vite
   for CSS), LdapRecord for directory auth, Sanctum for API tokens, L5-Swagger for
-  API docs.
+  API docs, Laravel Reverb for WebSocket broadcasting (real-time queue/chat
+  updates — see [ARCHITECTURE.md](ARCHITECTURE.md)).
 - **Frontend**: Blade + Livewire + a little Alpine.js for local UI state; Tailwind
-  v4 via Vite for `resources/css/app.css`. No JS charting library — the statistics
+  v4 via Vite for `resources/css/app.css`; Laravel Echo + Pusher-protocol client
+  (`resources/js/echo.js`) for Reverb. No JS charting library — the statistics
   dashboard is hand-rolled inline-styled bar/column charts, so it needs no client
   build step beyond the CSS bundle.
 - **Database**: MariaDB.
 - **Deployment**: `compose.yaml` — `servicedesk` (source bind-mounted from `./src`,
-  no image rebuild needed for PHP/Blade/route changes) + `mariadb`, fronted by
-  Traefik with a private-CA TLS cert. The `servicedesk` image itself is built and
-  pushed by Gitea Actions (`.gitea/workflows/build.yml`) to the Gitea container
-  registry whenever `Dockerfile` changes — `compose.yaml` just pulls a tag, it
-  never builds locally.
+  no image rebuild needed for PHP/Blade/route changes) + `mariadb` + `reverb`
+  (same image, `php artisan reverb:start`), fronted by Traefik with a private-CA
+  TLS cert (the websocket path is routed to `reverb` by a higher-priority
+  Traefik rule; everything else goes to `servicedesk`). The `servicedesk` image
+  itself is built and pushed by Gitea Actions (`.gitea/workflows/build.yml`) to
+  the Gitea container registry whenever `Dockerfile` changes — `compose.yaml`
+  just pulls a tag, it never builds locally.
 
 See **[install.md](install.md)** for full step-by-step deployment instructions —
 both via Docker Compose (this stack) and directly on a server with Apache/Nginx,
@@ -128,14 +151,18 @@ Compose-level and Laravel-level) and the LDAP/SMTP gotcha after a fresh seed.
 src/                     Laravel application
   app/Livewire/          Client/Operator/Admin Livewire components
   app/Models/            Eloquent models
+  app/Events/            Broadcast events (TicketQueueChanged, TicketMessagePosted)
+  app/Console/Commands/  Scheduled commands (SLA breach check, automation rules)
   app/Services/          TicketService (ticket lifecycle + notifications), BookStackClient
   app/Ldap/              LDAP user model + sync handlers
   database/migrations/   Schema (one file per table group, final shape)
   database/seeders/      DatabaseSeeder — reference data, no ticket data
   resources/css/         Tailwind entrypoint (needs `npm run build` after edits)
+  resources/js/echo.js   Laravel Echo/Reverb client + broadcast → Livewire event bridge
   resources/views/       Blade templates
   routes/web.php         Client/Operator/Admin routes (role-gated)
   routes/api.php         REST API (Sanctum, ability-gated)
+  routes/channels.php    Broadcasting channel authorization (operator.queue, ticket.{id})
 wiki/
   client/                How-to guide for the Client role
   operator/               How-to guide for the Operator role