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>

src/app/Livewire/Admin/Panel.php

@@ -2,6 +2,7 @@
 
 namespace App\Livewire\Admin;
 
+use App\Models\AutomationRule;
 use App\Models\Category;
 use App\Models\CustomField;
 use App\Models\EmailTemplate;
@@ -100,6 +101,15 @@ class Panel extends Component
 
     public array $responseTemplateForm = ['id' => null, 'label' => '', 'body' => ''];
 
+    // ---- automation rules ----
+    public bool $automationRuleFormOpen = false;
+
+    public array $automationRuleForm = [
+        'id' => null, 'label' => '', 'enabled' => true, 'condition_minutes' => 60,
+        'scope_priority_key' => '', 'scope_subcategory_id' => '', 'scope_team_id' => '',
+        'action_type' => 'change_priority', 'action_value' => '',
+    ];
+
     // ---- templates ----
     public ?int $editingTemplateId = null;
 
@@ -854,6 +864,96 @@ class Panel extends Component
         $this->requestDelete('response-template', $id, 'Szablon odpowiedzi zostanie usunięty z listy dostępnej operatorom.');
     }
 
+    // ===================== AUTOMATION RULES =====================
+
+    #[Computed]
+    public function automationRules()
+    {
+        return AutomationRule::query()->orderBy('id')->get();
+    }
+
+    public function openAutomationRuleForm(): void
+    {
+        $this->automationRuleForm = [
+            'id' => null, 'label' => '', 'enabled' => true, 'condition_minutes' => 60,
+            'scope_priority_key' => '', 'scope_subcategory_id' => '', 'scope_team_id' => '',
+            'action_type' => 'change_priority', 'action_value' => '',
+        ];
+        $this->automationRuleFormOpen = true;
+    }
+
+    public function editAutomationRule(int $id): void
+    {
+        $rule = AutomationRule::query()->findOrFail($id);
+
+        $this->automationRuleForm = [
+            'id' => $rule->id,
+            'label' => $rule->label,
+            'enabled' => $rule->enabled,
+            'condition_minutes' => $rule->condition_minutes,
+            'scope_priority_key' => $rule->scope_priority_key ?? '',
+            'scope_subcategory_id' => $rule->scope_subcategory_id ?? '',
+            'scope_team_id' => $rule->scope_team_id ?? '',
+            'action_type' => $rule->action_type,
+            'action_value' => $rule->action_value,
+        ];
+        $this->automationRuleFormOpen = true;
+    }
+
+    public function closeAutomationRuleForm(): void
+    {
+        $this->automationRuleFormOpen = false;
+    }
+
+    // Switching action_type invalidates whichever action_value was picked for
+    // the previous type (e.g. a priority key isn't a valid team id).
+    public function updatedAutomationRuleFormActionType(): void
+    {
+        $this->automationRuleForm['action_value'] = '';
+    }
+
+    public function submitAutomationRule(): void
+    {
+        $this->validate([
+            'automationRuleForm.label' => 'required|string|max:255',
+            'automationRuleForm.condition_minutes' => 'required|integer|min:1',
+            'automationRuleForm.action_type' => 'required|in:'.implode(',', AutomationRule::ACTION_TYPES),
+            'automationRuleForm.action_value' => 'required|string',
+        ]);
+
+        $data = [
+            'label' => $this->automationRuleForm['label'],
+            'enabled' => (bool) $this->automationRuleForm['enabled'],
+            'condition_minutes' => (int) $this->automationRuleForm['condition_minutes'],
+            'scope_priority_key' => $this->automationRuleForm['scope_priority_key'] ?: null,
+            'scope_subcategory_id' => $this->automationRuleForm['scope_subcategory_id'] ?: null,
+            'scope_team_id' => $this->automationRuleForm['scope_team_id'] ?: null,
+            'action_type' => $this->automationRuleForm['action_type'],
+            'action_value' => $this->automationRuleForm['action_value'],
+        ];
+
+        if ($this->automationRuleForm['id']) {
+            AutomationRule::query()->find($this->automationRuleForm['id'])?->update($data);
+        } else {
+            AutomationRule::query()->create($data);
+        }
+
+        $this->automationRuleFormOpen = false;
+        unset($this->automationRules);
+    }
+
+    public function toggleAutomationRuleEnabled(int $id): void
+    {
+        $rule = AutomationRule::query()->find($id);
+        $rule?->update(['enabled' => ! $rule->enabled]);
+        unset($this->automationRules);
+    }
+
+    public function removeAutomationRule(int $id): void
+    {
+        $this->requestDelete('automation-rule', $id, 'Reguła automatyzacji zostanie usunięta.');
+    }
+
     // ===================== STATUSES / PRIORITIES =====================
 
     #[Computed]
@@ -1491,10 +1591,11 @@ class Panel extends Component
             'user-field' => UserField::query()->find($this->pendingDeleteId)?->delete(),
             'reply-quick-action' => ReplyQuickAction::query()->find($this->pendingDeleteId)?->delete(),
             'response-template' => ResponseTemplate::query()->find($this->pendingDeleteId)?->delete(),
+            'automation-rule' => AutomationRule::query()->find($this->pendingDeleteId)?->delete(),
             default => null,
         };
 
-        unset($this->categories, $this->customFields, $this->statuses, $this->priorities, $this->teams, $this->users, $this->userFields, $this->replyQuickActions, $this->responseTemplates, $this->notificationSettings);
+        unset($this->categories, $this->customFields, $this->statuses, $this->priorities, $this->teams, $this->users, $this->userFields, $this->replyQuickActions, $this->responseTemplates, $this->notificationSettings, $this->automationRules);
 
         $this->cancelPendingDelete();
     }

src/app/Livewire/Client/NewTicket.php

@@ -30,6 +30,16 @@ class NewTicket extends Component
 
     public array $attachments = [];
 
+    // Set via wire:init (see the blade view) rather than on the initial
+    // render, so the BookStack HTTP call in suggestedArticles() never
+    // delays the page's first paint — it loads in a beat later instead.
+    public bool $suggestedArticlesLoaded = false;
+
+    public function loadSuggestedArticles(): void
+    {
+        $this->suggestedArticlesLoaded = true;
+    }
+
     #[Computed]
     public function categories()
     {
@@ -67,6 +77,10 @@ class NewTicket extends Component
     #[Computed]
     public function suggestedArticles(): array
     {
+        if (! $this->suggestedArticlesLoaded) {
+            return [];
+        }
+
         $query = trim(($this->selectedCategory?->name ?? '').' '.($this->selectedSubcategory?->name ?? ''));
 
         return app(BookStackClient::class)->search($query);

src/app/Livewire/Client/TicketShow.php

@@ -4,10 +4,12 @@ namespace App\Livewire\Client;
 
 use App\Models\Ticket;
 use App\Models\TicketMessage;
+use App\Services\BookStackClient;
 use App\Services\TicketService;
 use App\Support\Settings;
 use Illuminate\Support\Facades\Auth;
 use Livewire\Attributes\Computed;
+use Livewire\Attributes\On;
 use Livewire\Component;
 use Livewire\WithFileUploads;
 
@@ -31,6 +33,16 @@ class TicketShow extends Component
 
     public string $csatComment = '';
 
+    // Set via wire:init (see the blade view) rather than on the initial
+    // render, so the BookStack HTTP call in suggestedArticles() never
+    // delays the ticket page's first paint — it loads in a beat later instead.
+    public bool $suggestedArticlesLoaded = false;
+
+    public function loadSuggestedArticles(): void
+    {
+        $this->suggestedArticlesLoaded = true;
+    }
+
     public function mount(Ticket $ticket): void
     {
         abort_unless($ticket->customer_id === Auth::id(), 403);
@@ -44,12 +56,76 @@ class TicketShow extends Component
         return $this->ticket->publicMessages()->with(['author', 'authorLink.role', 'attachments'])->get();
     }
 
+    /**
+     * Bridged from a TicketMessagePosted broadcast on this ticket's own
+     * channel (see resources/js/echo.js) — an operator's reply appears
+     * without the client refreshing, the "live chat" effect. Ignores events
+     * for any other ticket id since Livewire dispatches are page-wide.
+     */
+    #[On('ticket-message-posted')]
+    public function onTicketMessagePosted(int $ticketId): void
+    {
+        if ($ticketId !== $this->ticket->id) {
+            return;
+        }
+
+        unset($this->ticketMessages);
+        $this->ticket->refresh();
+    }
+
+    /**
+     * Bridged from a TicketQueueChanged broadcast on this ticket's own
+     * channel — lets the client see a status/priority/team/assignee change
+     * (and the resulting history entry) made by an operator, or by an
+     * automation rule firing in the background, without refreshing.
+     */
+    #[On('queue-changed')]
+    public function onQueueChanged(int $ticketId): void
+    {
+        if ($ticketId !== $this->ticket->id) {
+            return;
+        }
+
+        $this->ticket->refresh();
+    }
+
+    /**
+     * Periodic fallback refresh (see the countdown badge in the blade view)
+     * — broadcasting is best-effort, a dropped websocket connection
+     * shouldn't mean the thread/ticket silently stops updating.
+     */
+    public function refreshTicketData(): void
+    {
+        unset($this->ticketMessages);
+        $this->ticket->refresh();
+    }
+
     #[Computed]
     public function otherTickets()
     {
         return Auth::user()->ticketsAsCustomer()->where('id', '!=', $this->ticket->id)->get();
     }
 
+    /**
+     * Same allow-listed shelves (CONTEXT_CREATION) and category/subcategory
+     * query the ticket-creation wizard used, so the client sees the same
+     * suggestions here as they did while writing the ticket.
+     *
+     * @return array<int, array{name: string, url: ?string, type: string, book: ?string, shelf: ?string}>
+     */
+    #[Computed]
+    public function suggestedArticles(): array
+    {
+        if (! $this->suggestedArticlesLoaded) {
+            return [];
+        }
+
+        $subcategory = $this->ticket->subcategory;
+        $query = trim(($subcategory?->category?->name ?? '').' '.($subcategory?->name ?? ''));
+
+        return app(BookStackClient::class)->search($query);
+    }
+
     public function updatedAttachments(): void
     {
         if (! $this->attachments) {

src/app/Livewire/Landing.php

@@ -36,6 +36,16 @@ class Landing extends Component
 
     public ?int $submittedTicketId = null;
 
+    // Set via wire:init (see the blade view) rather than on the initial
+    // render, so the BookStack HTTP call in suggestedArticles() never
+    // delays the page's first paint — it loads in a beat later instead.
+    public bool $suggestedArticlesLoaded = false;
+
+    public function loadSuggestedArticles(): void
+    {
+        $this->suggestedArticlesLoaded = true;
+    }
+
     #[Computed]
     public function categories()
     {
@@ -85,7 +95,7 @@ class Landing extends Component
     #[Computed]
     public function suggestedArticles(): array
     {
-        if (! Settings::bool('bookstack_show_to_guests')) {
+        if (! $this->suggestedArticlesLoaded || ! Settings::bool('bookstack_show_to_guests')) {
             return [];
         }
 

src/app/Livewire/NotificationBell.php

@@ -8,10 +8,16 @@ use Livewire\Component;
 
 class NotificationBell extends Component
 {
+    /**
+     * Only unread — once a notification is read (clicked through, or via
+     * "mark all as read"), it disappears from the bell rather than staying
+     * listed dimmed. The full history still lives in the notifications
+     * table for anyone querying it directly, just not surfaced here.
+     */
     #[Computed]
     public function notifications()
     {
-        return Auth::user()->notifications()->latest()->limit(20)->get();
+        return Auth::user()->unreadNotifications()->latest()->limit(20)->get();
     }
 
     #[Computed]

src/app/Livewire/Operator/NewTicket.php

@@ -33,6 +33,16 @@ class NewTicket extends Component
 
     public array $attachments = [];
 
+    // Set via wire:init (see the blade view) rather than on the initial
+    // render, so the BookStack HTTP call in suggestedArticles() never
+    // delays the page's first paint — it loads in a beat later instead.
+    public bool $suggestedArticlesLoaded = false;
+
+    public function loadSuggestedArticles(): void
+    {
+        $this->suggestedArticlesLoaded = true;
+    }
+
     #[Computed]
     public function clients()
     {
@@ -76,6 +86,10 @@ class NewTicket extends Component
     #[Computed]
     public function suggestedArticles(): array
     {
+        if (! $this->suggestedArticlesLoaded) {
+            return [];
+        }
+
         $query = trim(($this->selectedCategory?->name ?? '').' '.($this->selectedSubcategory?->name ?? ''));
 
         return app(BookStackClient::class)->search($query);

src/app/Livewire/Operator/Queue.php

@@ -2,6 +2,7 @@
 
 namespace App\Livewire\Operator;
 
+use App\Events\TicketQueueChanged;
 use App\Models\Category;
 use App\Models\Priority;
 use App\Models\Status;
@@ -11,6 +12,7 @@ use App\Models\User;
 use App\Services\TicketService;
 use Illuminate\Support\Facades\Auth;
 use Livewire\Attributes\Computed;
+use Livewire\Attributes\On;
 use Livewire\Attributes\Url;
 use Livewire\Component;
 
@@ -65,6 +67,33 @@ class Queue extends Component
         }
     }
 
+    /**
+     * Bridged from a TicketQueueChanged broadcast via resources/js/echo.js —
+     * see that file for why this is a plain Livewire event rather than an
+     * `#[On('echo-private:...')]` attribute. Re-queries through the same
+     * visibleToOperator()-scoped computed property a manual refresh would
+     * use, so a ticket that just became invisible to this operator (closed,
+     * reassigned away, moved to another team) simply won't come back, and
+     * its id is pruned from the current selection so a stale checkbox
+     * doesn't linger for a row that's no longer on screen.
+     */
+    #[On('queue-changed')]
+    public function onQueueChanged(int $ticketId = 0): void
+    {
+        $this->refreshQueue();
+    }
+
+    /**
+     * Periodic fallback refresh (see the countdown badge next to "Kolumny"
+     * in the blade view) — broadcasting is best-effort, a dropped websocket
+     * connection shouldn't mean the queue silently stops updating.
+     */
+    public function refreshQueue(): void
+    {
+        unset($this->filteredTickets);
+        $this->selectedIds = array_values(array_intersect($this->selectedIds, $this->filteredTickets->pluck('id')->all()));
+    }
+
     #[Computed]
     public function savedViews()
     {
@@ -417,7 +446,13 @@ class Queue extends Component
 
     public function confirmDeleteSelected(): void
     {
-        Ticket::query()->visibleToOperator(Auth::user())->whereIn('id', $this->selectedIds)->delete();
+        $ids = Ticket::query()->visibleToOperator(Auth::user())->whereIn('id', $this->selectedIds)->pluck('id');
+        Ticket::query()->whereIn('id', $ids)->delete();
+
+        foreach ($ids as $id) {
+            TicketQueueChanged::dispatch($id, 'deleted', Auth::id());
+        }
+
         $this->selectedIds = [];
         $this->pendingDeleteSelected = false;
     }

src/app/Livewire/Operator/Stats.php

@@ -312,6 +312,25 @@ class Stats extends Component
             ->map(fn ($row) => ['label' => $row->label, 'count' => (int) $row->count]);
     }
 
+    /**
+     * One level deeper than byCategory() — same shape, but grouped by the
+     * actual subcategory, labeled "Category / Subcategory" to disambiguate
+     * subcategories that share a name across different parent categories.
+     */
+    #[Computed]
+    public function bySubcategory()
+    {
+        return (clone $this->baseQuery)
+            ->whereNotNull('tickets.subcategory_id')
+            ->join('subcategories', 'subcategories.id', '=', 'tickets.subcategory_id')
+            ->join('categories', 'categories.id', '=', 'subcategories.category_id')
+            ->select('subcategories.id', 'categories.name as category_name', 'subcategories.name as sub_name', DB::raw('count(*) as count'))
+            ->groupBy('subcategories.id', 'categories.name', 'subcategories.name')
+            ->orderByDesc('count')
+            ->get()
+            ->map(fn ($row) => ['label' => $row->category_name.' / '.$row->sub_name, 'count' => (int) $row->count]);
+    }
+
     #[Computed]
     public function byTeam()
     {
@@ -351,6 +370,170 @@ class Stats extends Component
         return $rows;
     }
 
+    /**
+     * Unlike teams/operators (small, fixed sets), the customer list is
+     * unbounded — capped to the top 10 by ticket volume in the current
+     * filtered range rather than listing every client who ever wrote in.
+     * Guest submissions (no account) are summed into one "Goście" bucket
+     * rather than grouped by e-mail, since a guest has no stable identity
+     * to rank against registered clients.
+     */
+    #[Computed]
+    public function byCustomer()
+    {
+        $rows = (clone $this->baseQuery)
+            ->whereNotNull('tickets.customer_id')
+            ->join('users', 'users.id', '=', 'tickets.customer_id')
+            ->select('users.id', 'users.name as label', DB::raw('count(*) as count'))
+            ->groupBy('users.id', 'users.name')
+            ->orderByDesc('count')
+            ->limit(10)
+            ->get()
+            ->map(fn ($row) => ['label' => $row->label, 'count' => (int) $row->count]);
+
+        $guestCount = (clone $this->baseQuery)->whereNull('tickets.customer_id')->count();
+
+        if ($guestCount > 0) {
+            $rows->push(['label' => 'Goście (bez konta)', 'count' => $guestCount]);
+        }
+
+        return $rows->sortByDesc('count')->values();
+    }
+
+    /**
+     * Client × subcategory cross-tab — which clients' tickets fall into
+     * which kind of subcategory. Both dimensions are unbounded (unlike
+     * teams/operators), so this caps to the top 10 clients by overall
+     * volume (rows, mirroring byCustomer()) and the top 5 subcategories by
+     * overall volume (columns, mirroring assigneeSubcategoryMatrix()'s
+     * "Inne" folding) — otherwise the table could grow arbitrarily in both
+     * directions. Guest tickets (no customer_id) are excluded entirely
+     * rather than folded into one "guest" row, since mixing a real client's
+     * per-subcategory pattern with an anonymous aggregate wouldn't mean
+     * anything.
+     *
+     * @return array{columns: array<int, string>, hasOther: bool, rows: array<int, array{label: string, cells: array<int, int>, other: ?int, total: int}>}
+     */
+    #[Computed]
+    public function customerSubcategoryMatrix(): array
+    {
+        $raw = (clone $this->baseQuery)
+            ->whereNotNull('tickets.customer_id')
+            ->whereNotNull('tickets.subcategory_id')
+            ->join('subcategories', 'subcategories.id', '=', 'tickets.subcategory_id')
+            ->join('categories', 'categories.id', '=', 'subcategories.category_id')
+            ->join('users', 'users.id', '=', 'tickets.customer_id')
+            ->select(
+                'tickets.customer_id',
+                'users.name as customer_name',
+                'subcategories.id as subcategory_id',
+                'categories.name as category_name',
+                'subcategories.name as subcategory_name',
+                DB::raw('count(*) as total'),
+            )
+            ->groupBy('tickets.customer_id', 'users.name', 'subcategories.id', 'categories.name', 'subcategories.name')
+            ->get();
+
+        if ($raw->isEmpty()) {
+            return ['columns' => [], 'hasOther' => false, 'rows' => []];
+        }
+
+        $subcategoryTotals = $raw->groupBy('subcategory_id')->map(fn ($g) => $g->sum('total'));
+        $topSubcategoryIds = $subcategoryTotals->sortDesc()->keys()->take(5);
+
+        $subcategoryLabels = $raw->unique('subcategory_id')->keyBy('subcategory_id')
+            ->map(fn ($r) => $r->category_name.' / '.$r->subcategory_name);
+
+        $columns = $topSubcategoryIds->map(fn ($id) => $subcategoryLabels[$id])->values()->all();
+        $hasOther = $subcategoryTotals->keys()->diff($topSubcategoryIds)->isNotEmpty();
+
+        $byCustomer = $raw->groupBy('customer_id');
+        $customerNames = $raw->unique('customer_id')->keyBy('customer_id')->map(fn ($r) => $r->customer_name);
+        $topCustomerIds = $byCustomer->map(fn ($g) => $g->sum('total'))->sortDesc()->keys()->take(10);
+
+        $rows = $topCustomerIds
+            ->map(function ($customerId) use ($byCustomer, $customerNames, $topSubcategoryIds, $hasOther) {
+                $entries = $byCustomer->get($customerId, collect());
+                $bySubcategory = $entries->keyBy('subcategory_id');
+
+                return [
+                    'label' => $customerNames[$customerId],
+                    'cells' => $topSubcategoryIds->map(fn ($id) => (int) ($bySubcategory[$id]->total ?? 0))->values()->all(),
+                    'other' => $hasOther ? (int) $entries->whereNotIn('subcategory_id', $topSubcategoryIds->all())->sum('total') : null,
+                    'total' => (int) $entries->sum('total'),
+                ];
+            })
+            ->values()
+            ->all();
+
+        return ['columns' => $columns, 'hasOther' => $hasOther, 'rows' => $rows];
+    }
+
+    /**
+     * Average CSAT rating per team, only among rated tickets in the current
+     * filtered range — mirrors byTeam()'s "Bez zespołu" bucket handling, but
+     * teams/buckets with zero ratings are dropped entirely (an average of
+     * nothing isn't a meaningful bar to draw).
+     */
+    #[Computed]
+    public function csatByTeam()
+    {
+        $stats = (clone $this->baseQuery)
+            ->whereNotNull('csat_rating')
+            ->select('team_id', DB::raw('avg(csat_rating) as avg_rating'), DB::raw('count(*) as rated_count'))
+            ->groupBy('team_id')
+            ->get();
+
+        $avgs = $stats->pluck('avg_rating', 'team_id');
+        $counts = $stats->pluck('rated_count', 'team_id');
+
+        $rows = $this->teams
+            ->map(fn (Team $t) => [
+                'label' => $t->name,
+                'avg' => isset($avgs[$t->id]) ? round((float) $avgs[$t->id], 2) : null,
+                'count' => (int) ($counts[$t->id] ?? 0),
+            ])
+            ->filter(fn ($row) => $row['count'] > 0)
+            ->values();
+
+        if ($counts->get(null, 0)) {
+            $rows->push(['label' => 'Bez zespołu', 'avg' => round((float) $avgs->get(null), 2), 'count' => (int) $counts->get(null)]);
+        }
+
+        return $rows->sortByDesc('avg')->values();
+    }
+
+    /**
+     * Average CSAT rating per assignee, same shape/semantics as csatByTeam().
+     */
+    #[Computed]
+    public function csatByAssignee()
+    {
+        $stats = (clone $this->baseQuery)
+            ->whereNotNull('csat_rating')
+            ->select('assignee_id', DB::raw('avg(csat_rating) as avg_rating'), DB::raw('count(*) as rated_count'))
+            ->groupBy('assignee_id')
+            ->get();
+
+        $avgs = $stats->pluck('avg_rating', 'assignee_id');
+        $counts = $stats->pluck('rated_count', 'assignee_id');
+
+        $rows = $this->operators
+            ->map(fn (User $u) => [
+                'label' => $u->name,
+                'avg' => isset($avgs[$u->id]) ? round((float) $avgs[$u->id], 2) : null,
+                'count' => (int) ($counts[$u->id] ?? 0),
+            ])
+            ->filter(fn ($row) => $row['count'] > 0)
+            ->values();
+
+        if ($counts->get(null, 0)) {
+            $rows->push(['label' => 'Nieprzypisane', 'avg' => round((float) $avgs->get(null), 2), 'count' => (int) $counts->get(null)]);
+        }
+
+        return $rows->sortByDesc('avg')->values();
+    }
+
     /**
      * Daily created-vs-closed volume, capped at the most recent 60 days so a
      * wide range (or "Cały okres") never renders an unreadably thin column

src/app/Livewire/Operator/TicketShow.php

@@ -2,6 +2,7 @@
 
 namespace App\Livewire\Operator;
 
+use App\Events\TicketQueueChanged;
 use App\Models\Category;
 use App\Models\Priority;
 use App\Models\ReplyQuickAction;
@@ -17,6 +18,7 @@ use App\Services\TicketService;
 use App\Support\Settings;
 use Illuminate\Support\Facades\Auth;
 use Livewire\Attributes\Computed;
+use Livewire\Attributes\On;
 use Livewire\Component;
 use Livewire\WithFileUploads;
 
@@ -66,6 +68,16 @@ class TicketShow extends Component
 
     public string $editTimerSeconds = '0';
 
+    // Set via wire:init (see the blade view) rather than on the initial
+    // render, so the BookStack HTTP call in suggestedArticles() never
+    // delays the ticket page's first paint — it loads in a beat later instead.
+    public bool $suggestedArticlesLoaded = false;
+
+    public function loadSuggestedArticles(): void
+    {
+        $this->suggestedArticlesLoaded = true;
+    }
+
     public function mount(Ticket $ticket): void
     {
         abort_unless($ticket->isVisibleToOperator(Auth::user()), 403);
@@ -168,6 +180,50 @@ class TicketShow extends Component
         return $this->ticket->internalMessages()->with(['author', 'authorLink.role', 'attachments'])->get();
     }
 
+    /**
+     * Bridged from a TicketMessagePosted broadcast on this ticket's own
+     * channel (see resources/js/echo.js) — a new reply/note from the other
+     * party appears without the viewer refreshing, the "live chat" effect.
+     * Ignores events for any other ticket id, since Livewire dispatches are
+     * page-wide and this component only cares about its own ticket.
+     */
+    #[On('ticket-message-posted')]
+    public function onTicketMessagePosted(int $ticketId): void
+    {
+        if ($ticketId !== $this->ticket->id) {
+            return;
+        }
+
+        unset($this->publicMessages, $this->internalMessages);
+    }
+
+    /**
+     * Bridged from a TicketQueueChanged broadcast (see resources/js/echo.js
+     * and Queue::onQueueChanged()) — lets a status/priority/team/assignee
+     * change made by another operator, or by an automation rule firing in
+     * the background, show up live on a ticket someone currently has open.
+     */
+    #[On('queue-changed')]
+    public function onQueueChanged(int $ticketId): void
+    {
+        if ($ticketId !== $this->ticket->id) {
+            return;
+        }
+
+        $this->ticket->refresh();
+    }
+
+    /**
+     * Periodic fallback refresh (see the countdown badge in the blade view)
+     * — broadcasting is best-effort, a dropped websocket connection
+     * shouldn't mean the thread/ticket silently stops updating.
+     */
+    public function refreshTicketData(): void
+    {
+        unset($this->publicMessages, $this->internalMessages);
+        $this->ticket->refresh();
+    }
+
     #[Computed]
     public function statuses()
     {
@@ -192,6 +248,10 @@ class TicketShow extends Component
     #[Computed]
     public function suggestedArticles(): array
     {
+        if (! $this->suggestedArticlesLoaded) {
+            return [];
+        }
+
         $subcategory = $this->ticket->subcategory;
         $query = trim(($subcategory?->category?->name ?? '').' '.($subcategory?->name ?? ''));
 
@@ -500,7 +560,9 @@ class TicketShow extends Component
 
     public function confirmDeleteTicket(): void
     {
+        $ticketId = $this->ticket->id;
         $this->ticket->delete();
+        TicketQueueChanged::dispatch($ticketId, 'deleted', Auth::id());
         $this->redirect(route('operator.queue'), navigate: true);
     }