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>
2026-07-22 20:43:05 +02:00
parent def7c70887
commit 0cd8d9b312
64 changed files with 3613 additions and 168 deletions
--- a/ARCHITECTURE.md
+++ b/ARCHITECTURE.md
@@ -65,11 +65,19 @@ rather than spreading it across Livewire components.

 ## Roles & permissions

-Roles are a plain array on the user (`$user->roles`), not a separate pivot-backed
-package — checked via `EnsureRole` at the route level. Every account gets
-`client` by default (`App\Ldap\Handlers\AssignDefaultRole` for LDAP-provisioned
-accounts); staff switch areas via the header role switcher, but always land on
-`/client` first after login.
+`$user->roles` reads/writes as a plain array (`['client', 'operator']`), but
+it's a **virtual attribute** (`User::getAttribute()`/`setAttribute()`
+overrides) backed by a real `roles` lookup table + `role_user` pivot, not an
+actual column — assigning `'roles' => [...]` on create/update stashes the keys
+until the model's `saved` hook resolves them against `roles.key` and syncs the
+pivot. This matters for tests/seeders: a role key must exist in the `roles`
+table *before* it can be assigned this way, or the assignment silently becomes
+a no-op (`Tests\TestCase::setUp()` seeds the 3 fixed roles for exactly this
+reason, since almost every test creates a role-bearing user). Checked via
+`EnsureRole` at the route level. Every account gets `client` by default
+(`App\Ldap\Handlers\AssignDefaultRole` for LDAP-provisioned accounts); staff
+switch areas via the header role switcher, but always land on `/client` first
+after login.

 ## Authentication

@@ -118,6 +126,72 @@ since one account can hold both — this decides whether the ticket link (both
 the e-mail body and the in-app notification's `url`) points into `/client/...`
 or `/operator/...`.

+## Real-time broadcasting (Reverb)
+
+Two private channels, authorized in `routes/channels.php`:
+
+- **`operator.queue`** — one shared channel for every operator/admin (not
+  scoped per team/ticket), so the receiving `Operator\Queue` component just
+  re-queries through its own already-correct `Ticket::scopeVisibleToOperator()`
+  on any event instead of the channel-auth callback needing to duplicate that
+  ACL logic. Payloads stay minimal (ticket id + reason + actor id) for the
+  same reason.
+- **`ticket.{id}`** — per-ticket channel for the message thread and detail
+  changes, authorized for an operator with `isVisibleToOperator()` **or** the
+  ticket's own customer (OR, not else-if — the one real account in this app
+  holds both roles at once). An internal note broadcasts on the same channel
+  a client can subscribe to, but the payload never carries the message body —
+  each side's Livewire component only ever re-queries whatever its own
+  already-authorized computed property returns, so there's nothing to leak.
+
+Two events, both `App\Events\TicketQueueChanged` (broadcasts on **both**
+channels above — a status/priority/team/assignee change needs to reach a
+client watching their own ticket too) and `App\Events\TicketMessagePosted`
+(broadcasts on `ticket.{id}` only). Both implement `ShouldBroadcastNow`, not
+`ShouldBroadcast` — this app runs with no queue worker by design (see
+`TicketNotification`), so broadcasting happens synchronously within the
+request like everything else here. `TicketService` dispatches both from every
+ticket-mutating method (create/setStatus/setPriority/setAssignee/setTeam/
+operatorReply/operatorNote/clientReply/apiMessage/merge); the two ad hoc
+delete call sites (`Operator\Queue::confirmDeleteSelected()`,
+`Operator\TicketShow::confirmDeleteTicket()`) dispatch `TicketQueueChanged`
+directly since there's no `TicketService::delete()` to hook into.
+
+Browser side, `resources/js/echo.js` bridges Reverb events into plain
+Livewire events (`Livewire.dispatch('queue-changed', ...)` /
+`'ticket-message-posted'`) rather than using the `#[On('echo-private:...')]`
+attribute directly — version-agnostic, and each Livewire component just
+declares a plain `#[On(...)]` listener that no-ops if the payload's `actorId`
+matches the viewer's own id (self-echo suppression) or the ticket id doesn't
+match the component's own ticket. Two easy-to-reintroduce bugs to know about
+if "nothing updates live" ever comes back:
+
+1. **CSRF on `/broadcasting/auth`.** Echo's private-channel subscription
+   POSTs there under the app's normal CSRF middleware; the `Echo` constructor
+   must pass `auth.headers['X-CSRF-TOKEN']` (read from the `<meta
+   name="csrf-token">` tag in `layouts/app.blade.php`) or every subscription
+   attempt is silently rejected.
+2. **Script load order.** `resources/js/app.js` (which imports `echo.js`)
+   loads via `@vite` as `type="module"`, which the HTML spec defers until
+   after the document is parsed — meaning Livewire's own bootstrap script
+   (`@livewireScripts`, a plain synchronous `<script>` near the end of
+   `<body>`) has already run by the time `echo.js` executes. Don't gate
+   anything in `echo.js` behind `document.addEventListener('livewire:init',
+   ...)` — that event fires as part of Livewire's own (earlier) script, so a
+   listener registered this late permanently misses it. The one place this
+   still matters is the per-ticket subscription triggered from a Livewire
+   `@script` block in the ticket-show views, which can run before or after
+   `echo.js` depending on exactly when Livewire processes it — it queues the
+   ticket id onto `window.__pendingTicketChannelIds` if `echo.js` hasn't
+   defined `window.subscribeToTicketChannel` yet, and `echo.js` flushes that
+   queue once it has.
+
+As a defense against a dropped websocket connection (backgrounded tab,
+network blip), the operator queue and both ticket-detail views also poll
+themselves every 30–60 seconds via a small Alpine countdown calling
+`$wire.refreshQueue()` / `$wire.refreshTicketData()` — broadcasting is
+best-effort, not the only way these views ever update.
+
 ## SLA

 `SlaRule` holds per-priority response/resolution targets in minutes. The
@@ -127,6 +201,28 @@ tickets and can notify the assigned operator — see [install.md](install.md) fo
 why this requires an external cron entry (the Docker image ships no
 cron/supervisor of its own).

+## SLA automation rules
+
+`AutomationRule` (label, `condition_minutes`, optional `scope_priority_key`/
+`scope_subcategory_id`/`scope_team_id`, `action_type` + `action_value`) lets an
+admin configure "if a ticket has been silent for N minutes, change its
+priority/status/team/assignee" without code — Admin > Automatyzacja SLA. The
+scheduled command `automation:run-rules` (also every 15 minutes) evaluates
+every enabled rule against `Ticket.last_customer_activity_at` (falling back to
+`created_at` if never set — mirrors how `resolutionDeadline()` treats a
+missing `SlaRule` as "no SLA" rather than backfilling one), and applies a
+match through the same `TicketService` setters a manual operator action would
+use, so the automated change gets the same history entry, notification, and
+broadcast for free. Idempotency is a per-(rule, ticket) row in
+`automation_rule_ticket_logs`, cleared by `TicketService` whenever the silence
+that triggered it is broken (a fresh `clientReply()`) or the ticket
+closes/reopens (`setStatus()`) — so a rule can fire again after a new period
+of silence instead of being permanently latched. Multiple matching rules on
+the same ticket in the same run all fire independently, in `id` order; a rule
+that closes the ticket doesn't block earlier-ordered rules already applied
+this run, but a later rule's own query naturally excludes an already-closed
+ticket.
+
 ## API

 `routes/api.php` + `app/Http/Controllers/Api/` expose a small ability-scoped REST
--- a/CHANGELOG.md
+++ b/CHANGELOG.md
@@ -3,6 +3,91 @@
 All notable changes to this project are documented in this file. Format loosely
 follows [Keep a Changelog](https://keepachangelog.com/en/1.1.0/).

+## [1.1.2] - 2026-07-22
+
+### Added
+
+- **Real-time updates (Laravel Reverb)** — the operator ticket queue now
+  updates live: new tickets appear, status/priority/team/assignee changes
+  and new replies re-sort/refresh the affected row, and closed/deleted/
+  reassigned-away tickets disappear, all without a manual refresh. The
+  ticket message thread is now "live chat": a reply from either side
+  appears for the other party instantly. Clients also see status/priority/
+  team/assignee changes and new history entries on their own ticket live.
+  Backed by two private channels (`operator.queue`, `ticket.{id}`) and two
+  broadcast events (`TicketQueueChanged`, `TicketMessagePosted`), sent
+  synchronously (no queue worker needed, consistent with how e-mail
+  notifications already work in this app).
+- **Periodic fallback refresh** — since a websocket connection can drop
+  silently (backgrounded tab, network blip), the operator queue and both
+  ticket-detail views also poll themselves every 30–60 seconds regardless
+  of broadcasting, with a small visible countdown badge so it's clear the
+  page is still refreshing on its own.
+- **SLA automation rules** (Admin > Automatyzacja SLA) — configurable rules
+  that act on a ticket after N minutes of customer silence (optionally
+  scoped to a priority/category/team): change priority, status, team, or
+  assignee. Reuses the same `TicketService` setters a manual operator
+  action would, so automated changes get the same history entry,
+  notification, and (now) live broadcast as a human doing it. A new
+  scheduled command (`automation:run-rules`, every 15 minutes) evaluates
+  all enabled rules; each rule only fires once per ticket until a fresh
+  reply or a close/reopen resets it.
+- **New notification: ticket landed in your team** — every operator on a
+  team whose subcategories match a newly created ticket now gets notified
+  (enabled by default; toggle like any other trigger in Admin > Szablony
+  e-mail).
+- **BookStack knowledge-base sidebar on the client's own ticket view** —
+  previously only shown to operators; clients now see the same
+  category/subcategory-matched suggestions on their ticket page that they
+  saw while creating it.
+- **Operator ticket view / client ticket view now show the assigned
+  operator and team** in the "Status i priorytet" card (client side).
+- **Stats dashboard**: new breakdowns — tickets by subcategory, CSAT
+  average by team and by operator, top 10 clients by ticket volume (+ one
+  "Goście" bucket for guest submissions), and a client × subcategory
+  cross-tab (top 10 clients × top 5 subcategories, rest folded into
+  "Inne"). The whole dashboard is now organized into labeled sections
+  (Podsumowanie / Rozkład zgłoszeń / Obciążenie / Klienci / Ocena obsługi /
+  Trend) instead of one flat wall of cards.
+
+### Changed
+
+- BookStack suggestions (ticket-creation wizards, guest landing page,
+  operator/client ticket views) now load in a beat after the page's first
+  paint (`wire:init`) instead of blocking the initial render on BookStack's
+  API response.
+- The notification bell shows **unread notifications only** — reading one
+  (by clicking it or "mark all as read") now removes it from the list
+  instead of just dimming it.
+- The client ticket-view page is now the same width as the operator's
+  (1180px, up from 920px) — the main message-thread column is unaffected.
+- Mobile: the theme/notifications/profile-menu dropdowns in the top nav
+  now expand to the full screen width below 640px instead of a fixed
+  narrow width that could overflow off-screen.
+
+### Fixed
+
+- Two bugs that silently disabled all real-time updates from the moment
+  Reverb was first wired in: (1) the Echo client never sent a CSRF token
+  when authorizing private channels, so every subscription attempt was
+  rejected by the app's own CSRF middleware; (2) the Echo setup script
+  (loaded as a deferred ES module) raced against Livewire's own
+  synchronously-loaded bootstrap script and could miss the `livewire:init`
+  event entirely, silently skipping the operator-queue subscription.
+- The `mariadb` container's healthcheck was failing (`Access denied ...
+  using password: NO`) because its auto-generated credentials file had
+  world-writable permissions (an artifact of this stack's NFS-backed bind
+  mount) and MariaDB's client refuses to read credentials from a file
+  anyone can modify — the healthcheck now passes.
+- Several pre-existing test-suite gaps found while working in this area:
+  `User::roles` (a virtual attribute backed by the `roles`/`role_user`
+  pivot, not a plain column) needs the `roles` table seeded before
+  assigning a role by key — now seeded automatically for every test in
+  `Tests\TestCase`. A handful of other tests were missing
+  `NotificationSetting`/`ReplyQuickAction` seed data, asserting a stale set
+  of default-enabled notification triggers, or using the wrong Notification
+  Fake assertion for a real (non-guest) recipient.
+
 ## [1.1.0] - 2026-07-22

 ### Added
--- a/README.md
+++ b/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
--- a/install.md
+++ b/install.md
@@ -74,7 +74,7 @@ APP_LOCALE=pl
 APP_FALLBACK_LOCALE=pl

 AUTHOR_CONTACT=helpdesk@twoja-domena.pl        # widoczne w Admin > O aplikacji
-VERSION=1.1.0                                   # rezerwa na przyszłość, jeszcze nigdzie nie wyświetlane
+VERSION=1.1.2                                   # widoczne w Admin > O aplikacji

 DB_CONNECTION=mysql
 DB_HOST=mariadb                                 # nazwa serwisu z compose.yaml, NIE 127.0.0.1
@@ -173,6 +173,70 @@ obrazu `servicedesk`) — poczekaj, aż workflow CI przejdzie choć raz (np. prz
 push/PR zmieniający `Dockerfile`, albo ręczne odpalenie z zakładki Actions w
 Gitea), zanim spróbujesz `docker compose pull` na serwerze.

+### 1.3b. Real-time (Laravel Reverb)
+
+Realtime (kolejka operatora, czat na żywo) wymaga trzeciej usługi w
+`compose.yaml`, `reverb` — tego samego obrazu `servicedesk`, tylko z innym
+`command: php artisan reverb:start --host=0.0.0.0 --port=8080`. Obraz musi
+mieć rozszerzenia PHP `pcntl`/`posix` (potrzebne serwerowi Reverb do obsługi
+sygnałów) — jeśli `Dockerfile` ich nie instaluje, `reverb` będzie się zapętlać
+w restartach z błędem `Undefined constant "...SIGINT"`; dodaj `pcntl posix` do
+listy w `docker-php-ext-install` i poczekaj na przebudowanie obrazu przez CI.
+
+Traefik musi kierować ścieżkę websocketu (`/app*`) do `reverb`, a resztę do
+`servicedesk` — na tej samej domenie, więc bez dodatkowego wpisu DNS/certyfikatu:
+
+```yaml
+reverb:
+  image: gitea.kzbikowski.pl/kzbkowski/servicedesk:${IMAGE_TAG:-latest}
+  command: php artisan reverb:start --host=0.0.0.0 --port=8080
+  volumes:
+    - ./src:/var/www/html
+  restart: unless-stopped
+  depends_on:
+    mariadb:
+      condition: service_healthy
+  networks:
+    - internal
+    - traefik_public
+  labels:
+    - traefik.enable=true
+    - traefik.docker.network=traefik_public
+    - traefik.http.routers.reverb.rule=Host(`${HOSTNAME}`) && PathPrefix(`/app`)
+    - traefik.http.routers.reverb.priority=1000
+    - traefik.http.routers.reverb.entrypoints=websecure
+    - traefik.http.routers.reverb.tls=true
+    - traefik.http.services.reverb.loadbalancer.server.port=8080
+```
+
+`priority=1000` jest ważne — Traefik domyślnie liczy priorytet reguły na
+podstawie długości jej zapisu, co może dać samemu `Host(...)` z `servicedesk`
+wyższy priorytet niż oczekiwano, przez co ścieżkowa reguła `reverb` przegrywa i
+nic nie działa mimo poprawnej konfiguracji.
+
+W `src/.env` — `BROADCAST_CONNECTION=reverb` plus:
+
+```env
+REVERB_APP_ID=wygeneruj-losowy-id
+REVERB_APP_KEY=wygeneruj-losowy-klucz
+REVERB_APP_SECRET=wygeneruj-losowy-sekret
+REVERB_HOST=reverb          # nazwa usługi compose — ruch serwer-serwer po sieci internal
+REVERB_PORT=8080
+REVERB_SCHEME=http
+
+VITE_REVERB_APP_KEY="${REVERB_APP_KEY}"
+VITE_REVERB_HOST=servicedesk.twoja-domena.pl   # publiczna domena — to, z czym łączy się przeglądarka
+VITE_REVERB_PORT=443
+VITE_REVERB_SCHEME=https
+```
+
+`REVERB_HOST` (serwer→serwer, wewnętrzna sieć Docker) i `VITE_REVERB_HOST`
+(przeglądarka→Traefik, publiczna domena) to celowo dwie różne wartości —
+pomylenie ich to najczęstszy błąd przy pierwszym wdrożeniu tej funkcji.
+
+Po zmianie zmiennych `VITE_REVERB_*` trzeba przebudować front-end (krok 1.5) —
+te wartości są wypiekane w zbudowany bundle JS, nie czytane w runtime.
+
 ### 1.4. Instalacja aplikacji wewnątrz kontenera

 ```bash
@@ -285,7 +349,7 @@ APP_LOCALE=pl
 APP_FALLBACK_LOCALE=pl

 AUTHOR_CONTACT=helpdesk@twoja-domena.pl
-VERSION=1.1.0
+VERSION=1.1.2

 DB_CONNECTION=mysql
 DB_HOST=127.0.0.1        # albo adres IP/hostname prawdziwego serwera DB
@@ -405,6 +469,36 @@ Jak w wersji Docker — kolejka (`php artisan queue:work`) nie jest obowiązkowa
 skoro powiadomienia wysyłają się synchronicznie; zostaw `QUEUE_CONNECTION=database`
 jako bezpieczny domyślny driver na przyszłość.

+Realtime (patrz 1.3b) potrzebuje tu **długo działającego procesu**
+`php artisan reverb:start` — PHP musi mieć rozszerzenia `pcntl`/`posix`
+(standardowo dostępne, ale sprawdź `php -m`). Najprościej pod systemd:
+
+```ini
+# /etc/systemd/system/servicedesk-reverb.service
+[Unit]
+Description=Servicedesk Reverb websocket server
+After=network.target
+
+[Service]
+User=www-data
+WorkingDirectory=/var/www/servicedesk/src
+ExecStart=/usr/bin/php artisan reverb:start --host=0.0.0.0 --port=8080
+Restart=always
+
+[Install]
+WantedBy=multi-user.target
+```
+
+```bash
+systemctl enable --now servicedesk-reverb
+```
+
+Ustaw też te same zmienne `.env` co w 1.3b (`BROADCAST_CONNECTION=reverb`,
+`REVERB_*`, `VITE_REVERB_*` — tu `REVERB_HOST` to po prostu `127.0.0.1`, nie
+nazwa usługi compose) i skieruj serwer WWW tak, by ścieżka `/app*` trafiała do
+portu 8080 zamiast do PHP-FPM/Apache (osobny `location`/`VirtualHost` dla tej
+jednej ścieżki, analogicznie do reguły Traefika w 1.3b).
+
 ### 2.7. Pierwsze logowanie i dalsza konfiguracja

 Identycznie jak w kroku 1.6 — zaloguj się `admin@example.com` / `admin`, zmień
--- a/src/.env.example
+++ b/src/.env.example
@@ -5,7 +5,7 @@ APP_DEBUG=true
 APP_URL=http://localhost

 AUTHOR_CONTACT=helpdesk@kzbikowski.pl
-VERSION=1.1.0
+VERSION=1.1.2

 APP_LOCALE=en
 APP_FALLBACK_LOCALE=en
@@ -40,6 +40,24 @@ BROADCAST_CONNECTION=log
 FILESYSTEM_DISK=local
 QUEUE_CONNECTION=database

+# Reverb (real-time broadcasting) — set BROADCAST_CONNECTION=reverb to enable.
+# REVERB_HOST/PORT/SCHEME are server-to-server (this container calling the
+# "reverb" compose service over the internal docker network) — REVERB_HOST
+# should be the compose service name ("reverb"), not a public hostname.
+# VITE_REVERB_* is what gets baked into the built frontend bundle and is what
+# the browser connects to — same public hostname/TLS as the rest of the app.
+REVERB_APP_ID=wygeneruj-losowy-id
+REVERB_APP_KEY=wygeneruj-losowy-klucz
+REVERB_APP_SECRET=wygeneruj-losowy-sekret
+REVERB_HOST=reverb
+REVERB_PORT=8080
+REVERB_SCHEME=http
+
+VITE_REVERB_APP_KEY="${REVERB_APP_KEY}"
+VITE_REVERB_HOST=servicedesk.twoja-domena.pl
+VITE_REVERB_PORT=443
+VITE_REVERB_SCHEME=https
+
 CACHE_STORE=database
 # CACHE_PREFIX=

--- a/src/app/Console/Commands/RunAutomationRules.php
+++ b/src/app/Console/Commands/RunAutomationRules.php
@@ -0,0 +1,80 @@
+<?php
+
+namespace App\Console\Commands;
+
+use App\Models\AutomationRule;
+use App\Models\AutomationRuleTicketLog;
+use App\Models\Status;
+use App\Models\Team;
+use App\Models\Ticket;
+use App\Models\User;
+use App\Services\TicketService;
+use Illuminate\Console\Command;
+
+class RunAutomationRules extends Command
+{
+    protected $signature = 'automation:run-rules';
+
+    protected $description = 'Apply enabled SLA automation rules to tickets that have been silent past their condition threshold';
+
+    public function handle(TicketService $tickets): int
+    {
+        $rules = AutomationRule::query()->where('enabled', true)->orderBy('id')->get();
+        $fired = 0;
+
+        foreach ($rules as $rule) {
+            $query = Ticket::query()->whereNotIn('status_key', Status::closedKeys());
+
+            if ($rule->scope_priority_key) {
+                $query->where('priority_key', $rule->scope_priority_key);
+            }
+            if ($rule->scope_subcategory_id) {
+                $query->where('subcategory_id', $rule->scope_subcategory_id);
+            }
+            if ($rule->scope_team_id) {
+                $query->where('team_id', $rule->scope_team_id);
+            }
+
+            $candidates = $query->get()->filter(function (Ticket $ticket) use ($rule) {
+                if ($rule->hasFiredFor($ticket)) {
+                    return false;
+                }
+
+                $since = $ticket->last_customer_activity_at ?? $ticket->created_at;
+
+                // Carbon 3 defaults diffInMinutes() to a signed result (negative
+                // when $since is in the past) rather than always-absolute — be
+                // explicit, same trap as Ticket::secondsSinceTimerStarted().
+                return now()->diffInMinutes($since, absolute: true) >= $rule->condition_minutes;
+            });
+
+            foreach ($candidates as $ticket) {
+                $this->apply($tickets, $rule, $ticket);
+                $fired++;
+            }
+        }
+
+        $this->info("Ran automation rules: {$fired} action(s) applied.");
+
+        return self::SUCCESS;
+    }
+
+    protected function apply(TicketService $tickets, AutomationRule $rule, Ticket $ticket): void
+    {
+        match ($rule->action_type) {
+            'change_priority' => $tickets->setPriority($ticket, $rule->action_value),
+            'change_status' => $tickets->setStatus($ticket, $rule->action_value),
+            'change_team' => $tickets->setTeam($ticket, Team::query()->find($rule->action_value)),
+            'change_assignee' => $tickets->setAssignee($ticket, User::query()->find($rule->action_value)),
+            default => null,
+        };
+
+        $ticket->addHistory("Automatyzacja: {$rule->label}");
+
+        AutomationRuleTicketLog::query()->create([
+            'automation_rule_id' => $rule->id,
+            'ticket_id' => $ticket->id,
+            'triggered_at' => now(),
+        ]);
+    }
+}
--- a/src/app/Events/TicketMessagePosted.php
+++ b/src/app/Events/TicketMessagePosted.php
@@ -0,0 +1,52 @@
+<?php
+
+namespace App\Events;
+
+use Illuminate\Broadcasting\Channel;
+use Illuminate\Broadcasting\InteractsWithSockets;
+use Illuminate\Broadcasting\PrivateChannel;
+use Illuminate\Contracts\Broadcasting\ShouldBroadcastNow;
+use Illuminate\Foundation\Events\Dispatchable;
+
+/**
+ * Fired on ticket.{id} whenever a new message (public reply, internal note,
+ * or API message) is posted — drives the live message thread ("live chat")
+ * for both operator and client views of the same ticket.
+ *
+ * The payload deliberately never carries the message body, only metadata —
+ * both public and internal messages broadcast on the same per-ticket
+ * channel, and a client subscriber must never be able to read an internal
+ * note's content from the socket frame itself. Each side's Livewire
+ * component only ever re-queries whatever its own already-authorized
+ * computed property returns (the client's never touches internalMessages()
+ * regardless of which event arrived), so this is safe by construction.
+ */
+class TicketMessagePosted implements ShouldBroadcastNow
+{
+    use Dispatchable, InteractsWithSockets;
+
+    public function __construct(
+        public int $ticketId,
+        public int $messageId,
+        public bool $internal,
+        public ?int $actorId,
+    ) {}
+
+    /**
+     * @return array<int, Channel>
+     */
+    public function broadcastOn(): array
+    {
+        return [new PrivateChannel('ticket.'.$this->ticketId)];
+    }
+
+    public function broadcastWith(): array
+    {
+        return [
+            'ticketId' => $this->ticketId,
+            'messageId' => $this->messageId,
+            'internal' => $this->internal,
+            'actorId' => $this->actorId,
+        ];
+    }
+}
--- a/src/app/Events/TicketQueueChanged.php
+++ b/src/app/Events/TicketQueueChanged.php
@@ -0,0 +1,56 @@
+<?php
+
+namespace App\Events;
+
+use Illuminate\Broadcasting\Channel;
+use Illuminate\Broadcasting\InteractsWithSockets;
+use Illuminate\Broadcasting\PrivateChannel;
+use Illuminate\Contracts\Broadcasting\ShouldBroadcastNow;
+use Illuminate\Foundation\Events\Dispatchable;
+
+/**
+ * Fired on operator.queue whenever a ticket is created, changes in a way
+ * that affects the operator queue table (status/priority/team/assignee, or
+ * a new message bumping its updated_at, which the queue sorts by), or is
+ * deleted. Payload stays minimal — the receiving Queue component just
+ * re-queries through its own already-correct visibleToOperator() scope
+ * rather than this event needing to encode per-viewer visibility itself.
+ *
+ * Also broadcast on the ticket's own channel, so a client (who can't
+ * subscribe to operator.queue at all — see routes/channels.php) still sees
+ * status/priority/team/assignee changes live while viewing that one ticket.
+ *
+ * ShouldBroadcastNow (not ShouldBroadcast) — this app runs with no queue
+ * worker by design (see TicketNotification), so broadcasts happen
+ * synchronously within the request like everything else here.
+ */
+class TicketQueueChanged implements ShouldBroadcastNow
+{
+    use Dispatchable, InteractsWithSockets;
+
+    public function __construct(
+        public int $ticketId,
+        public string $reason,
+        public ?int $actorId,
+    ) {}
+
+    /**
+     * @return array<int, Channel>
+     */
+    public function broadcastOn(): array
+    {
+        return [
+            new PrivateChannel('operator.queue'),
+            new PrivateChannel('ticket.'.$this->ticketId),
+        ];
+    }
+
+    public function broadcastWith(): array
+    {
+        return [
+            'ticketId' => $this->ticketId,
+            'reason' => $this->reason,
+            'actorId' => $this->actorId,
+        ];
+    }
+}
--- a/src/app/Livewire/Admin/Panel.php
+++ b/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();
    }
--- a/src/app/Livewire/Client/NewTicket.php
+++ b/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);
--- a/src/app/Livewire/Client/TicketShow.php
+++ b/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) {
--- a/src/app/Livewire/Landing.php
+++ b/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 [];
        }

--- a/src/app/Livewire/NotificationBell.php
+++ b/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]
--- a/src/app/Livewire/Operator/NewTicket.php
+++ b/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);
--- a/src/app/Livewire/Operator/Queue.php
+++ b/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 = [];
        $this->pendingDeleteSelected = false;
    }
--- a/src/app/Livewire/Operator/Stats.php
+++ b/src/app/Livewire/Operator/Stats.php
@@ -312,6 +312,25 @@ class Stats extends Component
            ->map(fn ($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
--- a/src/app/Livewire/Operator/TicketShow.php
+++ b/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);
    }

--- a/src/app/Models/AutomationRule.php
+++ b/src/app/Models/AutomationRule.php
@@ -0,0 +1,35 @@
+<?php
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Attributes\Fillable;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+#[Fillable([
+    'label', 'enabled', 'condition_minutes',
+    'scope_priority_key', 'scope_subcategory_id', 'scope_team_id',
+    'action_type', 'action_value',
+])]
+class AutomationRule extends Model
+{
+    public const ACTION_TYPES = ['change_priority', 'change_status', 'change_team', 'change_assignee'];
+
+    protected function casts(): array
+    {
+        return [
+            'enabled' => 'boolean',
+            'condition_minutes' => 'integer',
+        ];
+    }
+
+    public function logs(): HasMany
+    {
+        return $this->hasMany(AutomationRuleTicketLog::class);
+    }
+
+    public function hasFiredFor(Ticket $ticket): bool
+    {
+        return $this->logs()->where('ticket_id', $ticket->id)->exists();
+    }
+}
--- a/src/app/Models/AutomationRuleTicketLog.php
+++ b/src/app/Models/AutomationRuleTicketLog.php
@@ -0,0 +1,28 @@
+<?php
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Attributes\Fillable;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+#[Fillable(['automation_rule_id', 'ticket_id', 'triggered_at'])]
+class AutomationRuleTicketLog extends Model
+{
+    public $timestamps = false;
+
+    protected function casts(): array
+    {
+        return ['triggered_at' => 'datetime'];
+    }
+
+    public function rule(): BelongsTo
+    {
+        return $this->belongsTo(AutomationRule::class, 'automation_rule_id');
+    }
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class);
+    }
+}
--- a/src/app/Models/Ticket.php
+++ b/src/app/Models/Ticket.php
@@ -13,8 +13,8 @@ use Illuminate\Support\Facades\DB;
 #[Fillable([
    'number', 'customer_id', 'email', 'name', 'subcategory_id', 'subject', 'body',
    'status_key', 'priority_key', 'team_id', 'assignee_id', 'custom_fields', 'api_client_id',
-    'sla_notified_at', 'time_spent_seconds', 'timer_started_at', 'created_at', 'updated_at',
-    'csat_rating', 'csat_comment', 'csat_rated_at',
+    'sla_notified_at', 'last_customer_activity_at', 'time_spent_seconds', 'timer_started_at',
+    'created_at', 'updated_at', 'csat_rating', 'csat_comment', 'csat_rated_at',
 ])]
 class Ticket extends Model
 {
@@ -23,6 +23,7 @@ class Ticket extends Model
        return [
            'custom_fields' => 'array',
            'sla_notified_at' => 'datetime',
+            'last_customer_activity_at' => 'datetime',
            'time_spent_seconds' => 'integer',
            'timer_started_at' => 'datetime',
            'csat_rating' => 'integer',
@@ -90,6 +91,11 @@ class Ticket extends Model
        return $this->hasMany(TicketHistory::class)->orderByDesc('created_at');
    }

+    public function automationRuleLogs(): HasMany
+    {
+        return $this->hasMany(AutomationRuleTicketLog::class);
+    }
+
    public static function nextNumber(): string
    {
        $max = static::query()->pluck('number')->map(fn ($n) => (int) $n)->max();
--- a/src/app/Services/TicketService.php
+++ b/src/app/Services/TicketService.php
@@ -2,6 +2,8 @@

 namespace App\Services;

+use App\Events\TicketMessagePosted;
+use App\Events\TicketQueueChanged;
 use App\Models\ApiClient;
 use App\Models\NotificationSetting;
 use App\Models\Priority;
@@ -14,6 +16,7 @@ use App\Models\User;
 use App\Notifications\TicketNotification;
 use App\Support\Settings;
 use Illuminate\Http\UploadedFile;
+use Illuminate\Support\Facades\Auth;
 use Illuminate\Support\Facades\Notification;
 use Illuminate\Support\Facades\Storage;

@@ -45,6 +48,7 @@ class TicketService
            'team_id' => $this->autoAssignTeam($subcategory),
            'assignee_id' => $data['assignee_id'] ?? null,
            'custom_fields' => $data['custom_values'] ?? [],
+            'last_customer_activity_at' => now(),
        ]);

        $message = $ticket->messages()->create([
@@ -54,6 +58,8 @@ class TicketService
        $message->attachAuthor($customer?->id, 'client');

        $this->notify($ticket, 'ticket_created');
+        $this->notifyOperatorsForNewTicket($ticket, $subcategory);
+        TicketQueueChanged::dispatch($ticket->id, 'created', Auth::id());

        return $ticket;
    }
@@ -68,6 +74,38 @@ class TicketService
            ->value('id');
    }

+    /**
+     * Notifies every member of every team the new ticket's subcategory
+     * routes to — independent of whether "auto_assign_by_category" actually
+     * assigned the ticket's team_id, since the point here is "a ticket
+     * matching your team's specialty came in", not the routing feature
+     * itself. Unlike notify(), this fans out to potentially many
+     * notifiables at once, so it can't reuse that single-recipient method.
+     */
+    protected function notifyOperatorsForNewTicket(Ticket $ticket, ?Subcategory $subcategory): void
+    {
+        if (! $subcategory) {
+            return;
+        }
+
+        $setting = NotificationSetting::query()->where('trigger_key', 'ticket_created_team')->first();
+
+        if (! $setting || ! $setting->enabled || ! $setting->email_template_id) {
+            return;
+        }
+
+        $operators = Team::query()
+            ->whereHas('subcategories', fn ($q) => $q->where('subcategories.id', $subcategory->id))
+            ->with('members')
+            ->get()
+            ->flatMap(fn (Team $team) => $team->members)
+            ->unique('id');
+
+        foreach ($operators as $operator) {
+            $operator->notify(new TicketNotification($ticket, $setting->email_template_id, 'operator'));
+        }
+    }
+
    public function setStatus(Ticket $ticket, string $statusKey): void
    {
        // Any status change (closing, reopening, moving between open sub-statuses)
@@ -87,9 +125,15 @@ class TicketService
            // the running segment (if any) the moment a ticket is closed,
            // regardless of which flow triggered the status change.
            $ticket->stopTimer();
+
+            // A closed ticket that reopens later should give every automation
+            // rule a clean slate rather than staying latched from before.
+            $ticket->automationRuleLogs()->delete();
        } else {
            $this->notify($ticket, 'status_changed');
        }
+
+        TicketQueueChanged::dispatch($ticket->id, 'status_changed', Auth::id());
    }

    public function submitCsat(Ticket $ticket, int $rating, ?string $comment = null): void
@@ -113,6 +157,7 @@ class TicketService
        $ticket->update(['priority_key' => $priorityKey]);
        $ticket->addHistory('Priorytet zmieniony na: '.Priority::labelFor($priorityKey));
        $this->notify($ticket, 'priority_changed');
+        TicketQueueChanged::dispatch($ticket->id, 'priority_changed', Auth::id());
    }

    public function setAssignee(Ticket $ticket, ?User $assignee): void
@@ -122,6 +167,7 @@ class TicketService
        $ticket->update(['assignee_id' => $assignee?->id, 'sla_notified_at' => null]);
        $ticket->addHistory('Przypisano do: '.($assignee?->name ?? 'Nieprzypisane'));
        $this->notify($ticket, 'assignee_changed');
+        TicketQueueChanged::dispatch($ticket->id, 'assignee_changed', Auth::id());
    }

    public function setTeam(Ticket $ticket, ?Team $team): void
@@ -129,6 +175,7 @@ class TicketService
        $ticket->update(['team_id' => $team?->id]);
        $ticket->addHistory('Zespół zmieniony na: '.($team?->name ?? 'Brak'));
        $this->notify($ticket, 'team_changed');
+        TicketQueueChanged::dispatch($ticket->id, 'team_changed', Auth::id());
    }

    public function setReporter(Ticket $ticket, User $customer): void
@@ -164,6 +211,8 @@ class TicketService
        $ticket->touch();
        $this->attachFiles($ticket, $message, $attachments);
        $this->notify($ticket, 'operator_replied');
+        TicketMessagePosted::dispatch($ticket->id, $message->id, false, $operator->id);
+        TicketQueueChanged::dispatch($ticket->id, 'message_posted', $operator->id);

        if ($statusAfter) {
            $this->setStatus($ticket, $statusAfter);
@@ -179,6 +228,7 @@ class TicketService
        ]);
        $message->attachAuthor($operator->id, 'operator');
        $this->attachFiles($ticket, $message, $attachments);
+        TicketMessagePosted::dispatch($ticket->id, $message->id, true, $operator->id);
    }

    public function clientReply(Ticket $ticket, User $client, string $body, array $attachments = []): void
@@ -190,6 +240,15 @@ class TicketService
        $message->attachAuthor($client->id, 'client');
        $ticket->touch();
        $this->attachFiles($ticket, $message, $attachments);
+
+        // A fresh customer reply breaks whatever silence an automation rule
+        // fired on, so it should be able to fire again after a new period of
+        // silence rather than staying latched from before.
+        $ticket->update(['last_customer_activity_at' => now()]);
+        $ticket->automationRuleLogs()->delete();
+
+        TicketMessagePosted::dispatch($ticket->id, $message->id, false, $client->id);
+        TicketQueueChanged::dispatch($ticket->id, 'message_posted', $client->id);
    }

    /**
@@ -214,6 +273,9 @@ class TicketService
            $this->notify($ticket, 'operator_replied');
        }

+        TicketMessagePosted::dispatch($ticket->id, $message->id, $internal, null);
+        TicketQueueChanged::dispatch($ticket->id, 'message_posted', null);
+
        return $message;
    }

@@ -286,9 +348,11 @@ class TicketService
                'body' => 'Scalone ze zgłoszeniem #'.$primary->number,
            ]);
            $note->attachAuthor(null, 'operator');
+            TicketQueueChanged::dispatch($other->id, 'merged', Auth::id());
        }

        $primary->touch();
+        TicketQueueChanged::dispatch($primary->id, 'message_posted', Auth::id());
    }

    /**
--- a/src/bootstrap/app.php
+++ b/src/bootstrap/app.php
@@ -13,6 +13,7 @@ return Application::configure(basePath: dirname(__DIR__))
        web: __DIR__.'/../routes/web.php',
        api: __DIR__.'/../routes/api.php',
        commands: __DIR__.'/../routes/console.php',
+        channels: __DIR__.'/../routes/channels.php',
        health: '/up',
    )
    ->withMiddleware(function (Middleware $middleware): void {
--- a/src/composer.json
+++ b/src/composer.json
@@ -13,6 +13,7 @@
        "darkaonline/l5-swagger": "*",
        "directorytree/ldaprecord-laravel": "*",
        "laravel/framework": "^13.8",
+        "laravel/reverb": "*",
        "laravel/sanctum": "*",
        "laravel/tinker": "^3.0",
        "livewire/livewire": "*"
--- a/src/composer.lock
+++ b/src/composer.lock
@@ -4,7 +4,7 @@
        "Read more about it at https://getcomposer.org/doc/01-basic-usage.md#installing-dependencies",
        "This file is @generated automatically"
    ],
-    "content-hash": "73d594569fe3d69fd8d63789e36b323e",
+    "content-hash": "321add40614eb8751e0c8dbda55016eb",
    "packages": [
        {
            "name": "brick/math",
@@ -134,6 +134,136 @@
            ],
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+            "require-dev": {
+                "phpstan/phpstan": "1.12.28 || 1.4.10",
+                "phpunit/phpunit": "^9.6 || ^7.5"
+            },
+            "type": "library",
+            "autoload": {
+                "files": [
+                    "src/functions_include.php"
+                ],
+                "psr-4": {
+                    "React\\Promise\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Jan Sorgalla",
+                    "email": "jsorgalla@gmail.com",
+                    "homepage": "https://sorgalla.com/"
+                },
+                {
+                    "name": "Christian Lück",
+                    "email": "christian@clue.engineering",
+                    "homepage": "https://clue.engineering/"
+                },
+                {
+                    "name": "Cees-Jan Kiewiet",
+                    "email": "reactphp@ceesjankiewiet.nl",
+                    "homepage": "https://wyrihaximus.net/"
+                },
+                {
+                    "name": "Chris Boden",
+                    "email": "cboden@gmail.com",
+                    "homepage": "https://cboden.dev/"
+                }
+            ],
+            "description": "A lightweight implementation of CommonJS Promises/A for PHP",
+            "keywords": [
+                "promise",
+                "promises"
+            ],
+            "support": {
+                "issues": "https://github.com/reactphp/promise/issues",
+                "source": "https://github.com/reactphp/promise/tree/v3.3.0"
+            },
+            "funding": [
+                {
+                    "url": "https://opencollective.com/reactphp",
+                    "type": "open_collective"
+                }
+            ],
+            "time": "2025-08-19T18:57:03+00:00"
+        },
+        {
+            "name": "react/promise-timer",
+            "version": "v1.11.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/reactphp/promise-timer.git",
+                "reference": "4f70306ed66b8b44768941ca7f142092600fafc1"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/reactphp/promise-timer/zipball/4f70306ed66b8b44768941ca7f142092600fafc1",
+                "reference": "4f70306ed66b8b44768941ca7f142092600fafc1",
+                "shasum": ""
+            },
+            "require": {
+                "php": ">=5.3",
+                "react/event-loop": "^1.2",
+                "react/promise": "^3.2 || ^2.7.0 || ^1.2.1"
+            },
+            "require-dev": {
+                "phpunit/phpunit": "^9.6 || ^5.7 || ^4.8.36"
+            },
+            "type": "library",
+            "autoload": {
+                "files": [
+                    "src/functions_include.php"
+                ],
+                "psr-4": {
+                    "React\\Promise\\Timer\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Christian Lück",
+                    "email": "christian@clue.engineering",
+                    "homepage": "https://clue.engineering/"
+                },
+                {
+                    "name": "Cees-Jan Kiewiet",
+                    "email": "reactphp@ceesjankiewiet.nl",
+                    "homepage": "https://wyrihaximus.net/"
+                },
+                {
+                    "name": "Jan Sorgalla",
+                    "email": "jsorgalla@gmail.com",
+                    "homepage": "https://sorgalla.com/"
+                },
+                {
+                    "name": "Chris Boden",
+                    "email": "cboden@gmail.com",
+                    "homepage": "https://cboden.dev/"
+                }
+            ],
+            "description": "A trivial implementation of timeouts for Promises, built on top of ReactPHP.",
+            "homepage": "https://github.com/reactphp/promise-timer",
+            "keywords": [
+                "async",
+                "event-loop",
+                "promise",
+                "reactphp",
+                "timeout",
+                "timer"
+            ],
+            "support": {
+                "issues": "https://github.com/reactphp/promise-timer/issues",
+                "source": "https://github.com/reactphp/promise-timer/tree/v1.11.0"
+            },
+            "funding": [
+                {
+                    "url": "https://opencollective.com/reactphp",
+                    "type": "open_collective"
+                }
+            ],
+            "time": "2024-06-04T14:27:45+00:00"
+        },
+        {
+            "name": "react/socket",
+            "version": "v1.17.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/reactphp/socket.git",
+                "reference": "ef5b17b81f6f60504c539313f94f2d826c5faa08"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/reactphp/socket/zipball/ef5b17b81f6f60504c539313f94f2d826c5faa08",
+                "reference": "ef5b17b81f6f60504c539313f94f2d826c5faa08",
+                "shasum": ""
+            },
+            "require": {
+                "evenement/evenement": "^3.0 || ^2.0 || ^1.0",
+                "php": ">=5.3.0",
+                "react/dns": "^1.13",
+                "react/event-loop": "^1.2",
+                "react/promise": "^3.2 || ^2.6 || ^1.2.1",
+                "react/stream": "^1.4"
+            },
+            "require-dev": {
+                "phpunit/phpunit": "^9.6 || ^5.7 || ^4.8.36",
+                "react/async": "^4.3 || ^3.3 || ^2",
+                "react/promise-stream": "^1.4",
+                "react/promise-timer": "^1.11"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "React\\Socket\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Christian Lück",
+                    "email": "christian@clue.engineering",
+                    "homepage": "https://clue.engineering/"
+                },
+                {
+                    "name": "Cees-Jan Kiewiet",
+                    "email": "reactphp@ceesjankiewiet.nl",
+                    "homepage": "https://wyrihaximus.net/"
+                },
+                {
+                    "name": "Jan Sorgalla",
+                    "email": "jsorgalla@gmail.com",
+                    "homepage": "https://sorgalla.com/"
+                },
+                {
+                    "name": "Chris Boden",
+                    "email": "cboden@gmail.com",
+                    "homepage": "https://cboden.dev/"
+                }
+            ],
+            "description": "Async, streaming plaintext TCP/IP and secure TLS socket server and client connections for ReactPHP",
+            "keywords": [
+                "Connection",
+                "Socket",
+                "async",
+                "reactphp",
+                "stream"
+            ],
+            "support": {
+                "issues": "https://github.com/reactphp/socket/issues",
+                "source": "https://github.com/reactphp/socket/tree/v1.17.0"
+            },
+            "funding": [
+                {
+                    "url": "https://opencollective.com/reactphp",
+                    "type": "open_collective"
+                }
+            ],
+            "time": "2025-11-19T20:47:34+00:00"
+        },
+        {
+            "name": "react/stream",
+            "version": "v1.4.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/reactphp/stream.git",
+                "reference": "1e5b0acb8fe55143b5b426817155190eb6f5b18d"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/reactphp/stream/zipball/1e5b0acb8fe55143b5b426817155190eb6f5b18d",
+                "reference": "1e5b0acb8fe55143b5b426817155190eb6f5b18d",
+                "shasum": ""
+            },
+            "require": {
+                "evenement/evenement": "^3.0 || ^2.0 || ^1.0",
+                "php": ">=5.3.8",
+                "react/event-loop": "^1.2"
+            },
+            "require-dev": {
+                "clue/stream-filter": "~1.2",
+                "phpunit/phpunit": "^9.6 || ^5.7 || ^4.8.36"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "React\\Stream\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Christian Lück",
+                    "email": "christian@clue.engineering",
+                    "homepage": "https://clue.engineering/"
+                },
+                {
+                    "name": "Cees-Jan Kiewiet",
+                    "email": "reactphp@ceesjankiewiet.nl",
+                    "homepage": "https://wyrihaximus.net/"
+                },
+                {
+                    "name": "Jan Sorgalla",
+                    "email": "jsorgalla@gmail.com",
+                    "homepage": "https://sorgalla.com/"
+                },
+                {
+                    "name": "Chris Boden",
+                    "email": "cboden@gmail.com",
+                    "homepage": "https://cboden.dev/"
+                }
+            ],
+            "description": "Event-driven readable and writable streams for non-blocking I/O in ReactPHP",
+            "keywords": [
+                "event-driven",
+                "io",
+                "non-blocking",
+                "pipe",
+                "reactphp",
+                "readable",
+                "stream",
+                "writable"
+            ],
+            "support": {
+                "issues": "https://github.com/reactphp/stream/issues",
+                "source": "https://github.com/reactphp/stream/tree/v1.4.0"
+            },
+            "funding": [
+                {
+                    "url": "https://opencollective.com/reactphp",
+                    "type": "open_collective"
+                }
+            ],
+            "time": "2024-06-11T12:45:25+00:00"
+        },
        {
            "name": "swagger-api/swagger-ui",
            "version": "v5.32.10",
--- a/src/config/broadcasting.php
+++ b/src/config/broadcasting.php
@@ -0,0 +1,82 @@
+<?php
+
+return [
+
+    /*
+    |--------------------------------------------------------------------------
+    | Default Broadcaster
+    |--------------------------------------------------------------------------
+    |
+    | This option controls the default broadcaster that will be used by the
+    | framework when an event needs to be broadcast. You may set this to
+    | any of the connections defined in the "connections" array below.
+    |
+    | Supported: "reverb", "pusher", "ably", "redis", "log", "null"
+    |
+    */
+
+    'default' => env('BROADCAST_CONNECTION', 'null'),
+
+    /*
+    |--------------------------------------------------------------------------
+    | Broadcast Connections
+    |--------------------------------------------------------------------------
+    |
+    | Here you may define all of the broadcast connections that will be used
+    | to broadcast events to other systems or over WebSockets. Samples of
+    | each available type of connection are provided inside this array.
+    |
+    */
+
+    'connections' => [
+
+        'reverb' => [
+            'driver' => 'reverb',
+            'key' => env('REVERB_APP_KEY'),
+            'secret' => env('REVERB_APP_SECRET'),
+            'app_id' => env('REVERB_APP_ID'),
+            'options' => [
+                'host' => env('REVERB_HOST'),
+                'port' => env('REVERB_PORT', 443),
+                'scheme' => env('REVERB_SCHEME', 'https'),
+                'useTLS' => env('REVERB_SCHEME', 'https') === 'https',
+            ],
+            'client_options' => [
+                // Guzzle client options: https://docs.guzzlephp.org/en/stable/request-options.html
+            ],
+        ],
+
+        'pusher' => [
+            'driver' => 'pusher',
+            'key' => env('PUSHER_APP_KEY'),
+            'secret' => env('PUSHER_APP_SECRET'),
+            'app_id' => env('PUSHER_APP_ID'),
+            'options' => [
+                'cluster' => env('PUSHER_APP_CLUSTER'),
+                'host' => env('PUSHER_HOST') ?: 'api-'.env('PUSHER_APP_CLUSTER', 'mt1').'.pusher.com',
+                'port' => env('PUSHER_PORT', 443),
+                'scheme' => env('PUSHER_SCHEME', 'https'),
+                'encrypted' => true,
+                'useTLS' => env('PUSHER_SCHEME', 'https') === 'https',
+            ],
+            'client_options' => [
+                // Guzzle client options: https://docs.guzzlephp.org/en/stable/request-options.html
+            ],
+        ],
+
+        'ably' => [
+            'driver' => 'ably',
+            'key' => env('ABLY_KEY'),
+        ],
+
+        'log' => [
+            'driver' => 'log',
+        ],
+
+        'null' => [
+            'driver' => 'null',
+        ],
+
+    ],
+
+];
--- a/src/config/reverb.php
+++ b/src/config/reverb.php
@@ -0,0 +1,102 @@
+<?php
+
+return [
+
+    /*
+    |--------------------------------------------------------------------------
+    | Default Reverb Server
+    |--------------------------------------------------------------------------
+    |
+    | This option controls the default server used by Reverb to handle
+    | incoming messages as well as broadcasting message to all your
+    | connected clients. At this time only "reverb" is supported.
+    |
+    */
+
+    'default' => env('REVERB_SERVER', 'reverb'),
+
+    /*
+    |--------------------------------------------------------------------------
+    | Reverb Servers
+    |--------------------------------------------------------------------------
+    |
+    | Here you may define details for each of the supported Reverb servers.
+    | Each server has its own configuration options that are defined in
+    | the array below. You should ensure all the options are present.
+    |
+    */
+
+    'servers' => [
+
+        'reverb' => [
+            'host' => env('REVERB_SERVER_HOST', '0.0.0.0'),
+            'port' => env('REVERB_SERVER_PORT', 8080),
+            'path' => env('REVERB_SERVER_PATH', ''),
+            'hostname' => env('REVERB_HOST'),
+            'options' => [
+                'tls' => [],
+            ],
+            'max_request_size' => env('REVERB_MAX_REQUEST_SIZE', 10_000),
+            'scaling' => [
+                'enabled' => env('REVERB_SCALING_ENABLED', false),
+                'channel' => env('REVERB_SCALING_CHANNEL', 'reverb'),
+                'server' => [
+                    'url' => env('REDIS_URL'),
+                    'host' => env('REDIS_HOST', '127.0.0.1'),
+                    'port' => env('REDIS_PORT', '6379'),
+                    'username' => env('REDIS_USERNAME'),
+                    'password' => env('REDIS_PASSWORD'),
+                    'database' => env('REDIS_DB', '0'),
+                    'timeout' => env('REDIS_TIMEOUT', 60),
+                ],
+            ],
+            'pulse_ingest_interval' => env('REVERB_PULSE_INGEST_INTERVAL', 15),
+            'telescope_ingest_interval' => env('REVERB_TELESCOPE_INGEST_INTERVAL', 15),
+        ],
+
+    ],
+
+    /*
+    |--------------------------------------------------------------------------
+    | Reverb Applications
+    |--------------------------------------------------------------------------
+    |
+    | Here you may define how Reverb applications are managed. If you choose
+    | to use the "config" provider, you may define an array of apps which
+    | your server will support, including their connection credentials.
+    |
+    */
+
+    'apps' => [
+
+        'provider' => 'config',
+
+        'apps' => [
+            [
+                'key' => env('REVERB_APP_KEY'),
+                'secret' => env('REVERB_APP_SECRET'),
+                'app_id' => env('REVERB_APP_ID'),
+                'options' => [
+                    'host' => env('REVERB_HOST'),
+                    'port' => env('REVERB_PORT', 443),
+                    'scheme' => env('REVERB_SCHEME', 'https'),
+                    'useTLS' => env('REVERB_SCHEME', 'https') === 'https',
+                ],
+                'allowed_origins' => ['*'],
+                'ping_interval' => env('REVERB_APP_PING_INTERVAL', 60),
+                'activity_timeout' => env('REVERB_APP_ACTIVITY_TIMEOUT', 30),
+                'max_connections' => env('REVERB_APP_MAX_CONNECTIONS'),
+                'max_message_size' => env('REVERB_APP_MAX_MESSAGE_SIZE', 10_000),
+                'accept_client_events_from' => env('REVERB_APP_ACCEPT_CLIENT_EVENTS_FROM', 'members'),
+                'rate_limiting' => [
+                    'enabled' => env('REVERB_APP_RATE_LIMITING_ENABLED', false),
+                    'max_attempts' => env('REVERB_APP_RATE_LIMIT_MAX_ATTEMPTS', 60),
+                    'decay_seconds' => env('REVERB_APP_RATE_LIMIT_DECAY_SECONDS', 60),
+                    'terminate_on_limit' => env('REVERB_APP_RATE_LIMIT_TERMINATE', false),
+                ],
+            ],
+        ],
+
+    ],
+
+];
--- a/src/database/migrations/2026_07_22_000144_create_automation_rules_table.php
+++ b/src/database/migrations/2026_07_22_000144_create_automation_rules_table.php
@@ -0,0 +1,36 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * scope_* columns are soft references (like tickets.status_key) — no FK,
+     * so deleting a priority/subcategory/team in Admin never blocks or
+     * cascades into a rule; a null scope column means "any" for that filter.
+     * action_value likewise soft-holds whichever kind of key/id action_type
+     * needs (priority_key/status_key/team_id/user_id).
+     */
+    public function up(): void
+    {
+        Schema::create('automation_rules', function (Blueprint $table) {
+            $table->id();
+            $table->string('label');
+            $table->boolean('enabled')->default(true);
+            $table->unsignedInteger('condition_minutes');
+            $table->string('scope_priority_key')->nullable();
+            $table->unsignedBigInteger('scope_subcategory_id')->nullable();
+            $table->unsignedBigInteger('scope_team_id')->nullable();
+            $table->string('action_type');
+            $table->string('action_value');
+            $table->timestamps();
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('automation_rules');
+    }
+};
--- a/src/database/migrations/2026_07_22_000145_create_automation_rule_ticket_logs_table.php
+++ b/src/database/migrations/2026_07_22_000145_create_automation_rule_ticket_logs_table.php
@@ -0,0 +1,31 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * One row per (rule, ticket) firing — the idempotency latch that stops
+     * RunAutomationRules from re-applying the same rule to the same ticket
+     * every scheduler tick. Rows are deleted (not flagged) by TicketService
+     * whenever the underlying silence is broken, so the rule can fire again.
+     */
+    public function up(): void
+    {
+        Schema::create('automation_rule_ticket_logs', function (Blueprint $table) {
+            $table->id();
+            $table->foreignId('automation_rule_id')->constrained()->cascadeOnDelete();
+            $table->foreignId('ticket_id')->constrained()->cascadeOnDelete();
+            $table->timestamp('triggered_at');
+
+            $table->unique(['automation_rule_id', 'ticket_id']);
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('automation_rule_ticket_logs');
+    }
+};
--- a/src/database/migrations/2026_07_22_000146_add_last_customer_activity_to_tickets_table.php
+++ b/src/database/migrations/2026_07_22_000146_add_last_customer_activity_to_tickets_table.php
@@ -0,0 +1,27 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Nullable, no backfill of existing rows — RunAutomationRules falls back
+     * to created_at when this is null, mirroring how resolutionDeadline()
+     * treats a missing SlaRule as "no SLA" rather than backfilling one.
+     */
+    public function up(): void
+    {
+        Schema::table('tickets', function (Blueprint $table) {
+            $table->timestamp('last_customer_activity_at')->nullable()->after('sla_notified_at');
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('tickets', function (Blueprint $table) {
+            $table->dropColumn('last_customer_activity_at');
+        });
+    }
+};
--- a/src/database/migrations/2026_07_22_000147_add_team_new_ticket_notification.php
+++ b/src/database/migrations/2026_07_22_000147_add_team_new_ticket_notification.php
@@ -0,0 +1,51 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Support\Facades\DB;
+
+return new class extends Migration
+{
+    /**
+     * Backfills the new 'ticket_created_team' trigger + its email template
+     * for an already-seeded database (mirrors DatabaseSeeder::
+     * seedEmailTemplatesAndNotifications(), which only runs on a fresh
+     * install) — guarded so re-running, or a fresh seed that already has
+     * both rows, is a no-op.
+     */
+    public function up(): void
+    {
+        $templateId = DB::table('email_templates')->where('key', 'tpl-team-new-ticket')->value('id');
+
+        if (! $templateId) {
+            $templateId = DB::table('email_templates')->insertGetId([
+                'key' => 'tpl-team-new-ticket',
+                'name' => 'Nowe zgłoszenie w zespole',
+                'trigger_label' => 'Nowe zgłoszenie w zespole — operator',
+                'subject' => 'Nowe zgłoszenie w Twoim zespole (#{numer})',
+                'body' => '<p>Cześć,</p><p>Nowe zgłoszenie „{temat}” (#{numer}, kategoria: {kategoria}) trafiło do zespołu {zespol}.</p><p>Podgląd zgłoszenia: <a href="{link}" rel="noopener noreferrer" target="_blank">Kliknij tu</a></p><p>Pozdrawiamy,<br>Zespół Wsparcia</p>',
+                'created_at' => now(),
+                'updated_at' => now(),
+            ]);
+        }
+
+        if (DB::table('notification_settings')->where('trigger_key', 'ticket_created_team')->exists()) {
+            return;
+        }
+
+        DB::table('notification_settings')->insert([
+            'trigger_key' => 'ticket_created_team',
+            'trigger_label' => 'Nowe zgłoszenie w zespole (powiadom operatorów)',
+            'enabled' => true,
+            'recipient' => 'operator',
+            'email_template_id' => $templateId,
+            'created_at' => now(),
+            'updated_at' => now(),
+        ]);
+    }
+
+    public function down(): void
+    {
+        DB::table('notification_settings')->where('trigger_key', 'ticket_created_team')->delete();
+        DB::table('email_templates')->where('key', 'tpl-team-new-ticket')->delete();
+    }
+};
--- a/src/database/seeders/DatabaseSeeder.php
+++ b/src/database/seeders/DatabaseSeeder.php
@@ -55,7 +55,7 @@ class DatabaseSeeder extends Seeder
            ['key' => 'operator', 'label' => 'Operator'],
            ['key' => 'admin', 'label' => 'Administrator'],
        ] as $role) {
-            Role::query()->create($role);
+            Role::query()->firstOrCreate(['key' => $role['key']], $role);
        }
    }

@@ -259,6 +259,11 @@ class DatabaseSeeder extends Seeder
    {
        foreach ([
            ['label' => 'Wyślij i „Oczekuje na klienta”', 'status_key' => 'waiting_customer', 'sort_order' => 1],
+            // Used to point at the now-removed "resolved" status, folded into
+            // "closed" by the status restructure — same target as "Wyślij i
+            // zamknij" today, kept as a separate quick action for continuity
+            // with the old hardcoded menu (see ReplyQuickActionsTest).
+            ['label' => 'Wyślij i oznacz jako rozwiązane', 'status_key' => 'closed', 'sort_order' => 2],
            ['label' => 'Wyślij i zamknij', 'status_key' => 'closed', 'sort_order' => 3],
        ] as $action) {
            ReplyQuickAction::query()->create($action);
@@ -335,13 +340,17 @@ class DatabaseSeeder extends Seeder
                'subject' => 'Przekroczono SLA zgłoszenia #{numer}',
                'body' => '<p>Cześć {operator},</p><p>Zgłoszenie „{temat}” (#{numer}) przekroczyło ustalony czas rozwiązania SLA.</p>'.$link.$footer,
            ],
+            'tpl-team-new-ticket' => [
+                'name' => 'Nowe zgłoszenie w zespole', 'trigger_label' => 'Nowe zgłoszenie w zespole — operator',
+                'subject' => 'Nowe zgłoszenie w Twoim zespole (#{numer})',
+                'body' => '<p>Cześć,</p><p>Nowe zgłoszenie „{temat}” (#{numer}, kategoria: {kategoria}) trafiło do zespołu {zespol}.</p>'.$link.$footer,
+            ],
        ];

        $ids = [];

        foreach ($templates as $key => $tpl) {
-            $ids[$key] = EmailTemplate::query()->create([
-                'key' => $key,
+            $ids[$key] = EmailTemplate::query()->firstOrCreate(['key' => $key], [
                'name' => $tpl['name'],
                'trigger_label' => $tpl['trigger_label'],
                'subject' => $tpl['subject'],
@@ -359,9 +368,9 @@ class DatabaseSeeder extends Seeder
            ['trigger_key' => 'ticket_closed', 'trigger_label' => 'Zgłoszenie zamknięte', 'enabled' => true, 'recipient' => 'client', 'template' => 'tpl-closed'],
            ['trigger_key' => 'operator_replied', 'trigger_label' => 'Nowa odpowiedź operatora', 'enabled' => true, 'recipient' => 'client', 'template' => 'tpl-reply'],
            ['trigger_key' => 'sla_breached', 'trigger_label' => 'Przekroczono SLA (powiadom operatora)', 'enabled' => false, 'recipient' => 'operator', 'template' => 'tpl-sla-breach'],
+            ['trigger_key' => 'ticket_created_team', 'trigger_label' => 'Nowe zgłoszenie w zespole (powiadom operatorów)', 'enabled' => true, 'recipient' => 'operator', 'template' => 'tpl-team-new-ticket'],
        ] as $setting) {
-            NotificationSetting::query()->create([
-                'trigger_key' => $setting['trigger_key'],
+            NotificationSetting::query()->firstOrCreate(['trigger_key' => $setting['trigger_key']], [
                'trigger_label' => $setting['trigger_label'],
                'enabled' => $setting['enabled'],
                'recipient' => $setting['recipient'],
--- a/src/package-lock.json
+++ b/src/package-lock.json
@@ -4,6 +4,10 @@
    "requires": true,
    "packages": {
        "": {
+            "dependencies": {
+                "laravel-echo": "^2.1.0",
+                "pusher-js": "^8.4.0"
+            },
            "devDependencies": {
                "@tailwindcss/vite": "^4.0.0",
                "concurrently": "^9.0.1",
@@ -909,6 +913,27 @@
                "jiti": "lib/jiti-cli.mjs"
            }
        },
+        "node_modules/laravel-echo": {
+            "version": "2.4.0",
+            "resolved": "https://registry.npmjs.org/laravel-echo/-/laravel-echo-2.4.0.tgz",
+            "integrity": "sha512-8w0fAGSNt6THfbNyqdKc29bhfeNpJg13CGx2fcLgoX0/f0mTJm/AIkYTTakmcr9pc42ZB68cSoE00j4/xNaFGQ==",
+            "license": "MIT",
+            "engines": {
+                "node": ">=20"
+            },
+            "peerDependencies": {
+                "pusher-js": "*",
+                "socket.io-client": "*"
+            },
+            "peerDependenciesMeta": {
+                "pusher-js": {
+                    "optional": true
+                },
+                "socket.io-client": {
+                    "optional": true
+                }
+            }
+        },
        "node_modules/laravel-vite-plugin": {
            "version": "3.1.3",
            "resolved": "https://registry.npmjs.org/laravel-vite-plugin/-/laravel-vite-plugin-3.1.3.tgz",
@@ -1275,6 +1300,15 @@
                "node": "^10 || ^12 || >=14"
            }
        },
+        "node_modules/pusher-js": {
+            "version": "8.5.0",
+            "resolved": "https://registry.npmjs.org/pusher-js/-/pusher-js-8.5.0.tgz",
+            "integrity": "sha512-V7uzGi9bqOOOyM/6IkJdpFyjGZj7llz1v0oWnYkZKcYLvbz6VcHVLmzKqkvegjuMumpfIEKGLmWHwFb39XFCpw==",
+            "license": "MIT",
+            "dependencies": {
+                "tweetnacl": "^1.0.3"
+            }
+        },
        "node_modules/require-directory": {
            "version": "2.1.1",
            "resolved": "https://registry.npmjs.org/require-directory/-/require-directory-2.1.1.tgz",
@@ -1451,6 +1485,12 @@
            "dev": true,
            "license": "0BSD"
        },
+        "node_modules/tweetnacl": {
+            "version": "1.0.3",
+            "resolved": "https://registry.npmjs.org/tweetnacl/-/tweetnacl-1.0.3.tgz",
+            "integrity": "sha512-6rt+RN7aOi1nGMyC4Xa5DdYiukl2UWCbcJft7YhxReBGQD7OAM8Pbxw6YMo4r2diNEA8FEmu32YOn9rhaiE5yw==",
+            "license": "Unlicense"
+        },
        "node_modules/vite": {
            "version": "8.1.5",
            "resolved": "https://registry.npmjs.org/vite/-/vite-8.1.5.tgz",
--- a/src/package.json
+++ b/src/package.json
@@ -6,6 +6,10 @@
        "build": "vite build",
        "dev": "vite"
    },
+    "dependencies": {
+        "laravel-echo": "^2.1.0",
+        "pusher-js": "^8.4.0"
+    },
    "devDependencies": {
        "@tailwindcss/vite": "^4.0.0",
        "concurrently": "^9.0.1",
--- a/src/resources/css/app.css
+++ b/src/resources/css/app.css
@@ -343,6 +343,22 @@ body {
    .page-pad { padding: 16px !important; }
    .nav { padding-left: 14px !important; padding-right: 14px !important; gap: 10px; }
    .nav-panel-label { display: none; }
+
+    /* Theme/notifications/profile dropdowns are anchored (position:absolute)
+       to their own small trigger button by default, which overflows off the
+       edge of narrow screens once their fixed width no longer fits between
+       the button and the viewport edge. Dropping the wrapper's own
+       positioning context makes .nav itself (already position:relative) the
+       containing block instead, so left/right:0 spans the whole navbar
+       width rather than the button's. */
+    .nav-dropdown-wrap { position: static !important; }
+    .nav-dropdown {
+        left: 0 !important;
+        right: 0 !important;
+        width: auto !important;
+        min-width: 0 !important;
+        margin-top: 8px !important;
+    }
    .profile-menu-name { display: none; }
    .main-col { min-width: 0; }
    .aside-col { width: 100%; }
--- a/src/resources/js/app.js
+++ b/src/resources/js/app.js
@@ -1 +1,9 @@
 //
+
+/**
+ * Echo exposes an expressive API for subscribing to channels and listening
+ * for events that are broadcast by Laravel. Echo and event broadcasting
+ * allow your team to quickly build robust real-time web applications.
+ */
+
+import './echo';
--- a/src/resources/js/echo.js
+++ b/src/resources/js/echo.js
@@ -0,0 +1,84 @@
+import Echo from 'laravel-echo';
+
+import Pusher from 'pusher-js';
+window.Pusher = Pusher;
+
+// Private channel subscriptions POST to /broadcasting/auth, which sits
+// behind the app's normal CSRF middleware like any other POST route —
+// without this header every private-channel auth request 419s silently
+// (pusher-js swallows it as a subscription error), so nothing broadcast
+// ever reaches the browser even though the socket connection itself works.
+const csrfToken = document.querySelector('meta[name="csrf-token"]')?.getAttribute('content');
+
+window.Echo = new Echo({
+    broadcaster: 'reverb',
+    key: import.meta.env.VITE_REVERB_APP_KEY,
+    wsHost: import.meta.env.VITE_REVERB_HOST,
+    wsPort: import.meta.env.VITE_REVERB_PORT ?? 80,
+    wssPort: import.meta.env.VITE_REVERB_PORT ?? 443,
+    forceTLS: (import.meta.env.VITE_REVERB_SCHEME ?? 'https') === 'https',
+    enabledTransports: ['ws', 'wss'],
+    auth: {
+        headers: {
+            'X-CSRF-TOKEN': csrfToken,
+        },
+    },
+});
+
+/**
+ * Bridges Reverb broadcast events into plain Livewire events rather than
+ * using the `#[On('echo-private:...')]` attribute directly on components —
+ * this indirection is deliberately version-agnostic and easy to verify from
+ * the browser console regardless of Livewire's internals.
+ *
+ * This file is loaded via @vite as `type="module"`, which the HTML spec
+ * defers until after the document is parsed — meaning any plain
+ * (non-deferred) <script> earlier in the page, including Livewire's own
+ * bootstrap script from @livewireScripts, has ALREADY run by the time this
+ * executes. So `window.Livewire` is already available here; there's no
+ * reason to wait for the 'livewire:init' event. Waiting for it was actually
+ * a bug: Livewire dispatches that event synchronously as part of its own
+ * (earlier-running) script, so a listener registered this late permanently
+ * missed it — silently disabling this whole subscription, every time.
+ */
+if (window.currentUserId) {
+    window.Echo.private('operator.queue')
+        .listen('.TicketQueueChanged', (e) => {
+            if (e.actorId !== window.currentUserId) {
+                // Only ticketId is passed through — Livewire calls #[On] methods
+                // with the payload as named arguments, so keeping this to a
+                // single well-known key avoids every listener having to declare
+                // (and ignore) every field this event might ever carry.
+                Livewire.dispatch('queue-changed', { ticketId: e.ticketId });
+            }
+        })
+        .error((error) => console.error('operator.queue subscription error', error));
+}
+
+/**
+ * Subscribes to a single ticket's channel — called by the Blade view of
+ * whichever TicketShow component (operator or client) is currently mounted,
+ * since the channel name needs the ticket id that only the page knows.
+ */
+window.subscribeToTicketChannel = function (ticketId) {
+    window.Echo.private('ticket.' + ticketId)
+        .listen('.TicketMessagePosted', (e) => {
+            if (e.actorId !== window.currentUserId) {
+                Livewire.dispatch('ticket-message-posted', { ticketId: e.ticketId });
+            }
+        })
+        .listen('.TicketQueueChanged', (e) => {
+            if (e.actorId !== window.currentUserId) {
+                Livewire.dispatch('queue-changed', { ticketId: e.ticketId });
+            }
+        })
+        .error((error) => console.error('ticket.' + ticketId + ' subscription error', error));
+};
+
+// The @script block in ticket-show.blade.php calls subscribeToTicketChannel()
+// as soon as Livewire processes that component — which can happen either
+// before or after this deferred module has run, depending on exactly when
+// Livewire gets to it. If it ran first, it queued the ticket id here instead
+// of finding the function undefined; flush that queue now that we're ready.
+(window.__pendingTicketChannelIds || []).forEach((id) => window.subscribeToTicketChannel(id));
+window.__pendingTicketChannelIds = null;
--- a/src/resources/views/components/profile-menu.blade.php
+++ b/src/resources/views/components/profile-menu.blade.php
@@ -16,7 +16,7 @@
@endphp

@if ($user)
-    <div x-data="{ open: false }" @click.outside="open = false" style="position:relative;display:inline-block">
+    <div x-data="{ open: false }" @click.outside="open = false" class="nav-dropdown-wrap" style="position:relative;display:inline-block">
        <button type="button" class="btn btn-secondary" @click="open = !open" style="display:flex;align-items:center;gap:6px">
            <span class="material-symbols-outlined" style="font-size:18px">account_circle</span>
            <span class="profile-menu-name">{{ $user->name }}</span>
@@ -25,6 +25,7 @@
        <div
            x-show="open"
            x-cloak
+            class="nav-dropdown"
            style="position:absolute;top:100%;right:0;margin-top:6px;background:var(--color-surface);border:1px solid var(--color-divider);border-radius:8px;box-shadow:var(--shadow-md);min-width:200px;overflow:hidden;z-index:30"
        >
            @foreach ($areas as $area)
--- a/src/resources/views/components/theme-toggle.blade.php
+++ b/src/resources/views/components/theme-toggle.blade.php
@@ -12,6 +12,7 @@
        }
    }"
    @click.outside="open = false"
+    class="nav-dropdown-wrap"
    style="position:relative;display:inline-block"
 >
    <button type="button" class="btn btn-secondary btn-icon" @click="open = !open">
@@ -20,6 +21,7 @@
    <div
        x-show="open"
        x-cloak
+        class="nav-dropdown"
        style="position:absolute;top:100%;right:0;margin-top:6px;background:var(--color-surface);border:1px solid var(--color-divider);border-radius:8px;box-shadow:var(--shadow-md);min-width:150px;overflow:hidden;z-index:20"
    >
        <button type="button" class="theme-toggle-option" @click="apply('light')">
--- a/src/resources/views/layouts/app.blade.php
+++ b/src/resources/views/layouts/app.blade.php
@@ -3,6 +3,7 @@
 <head>
    <meta charset="utf-8">
    <meta name="viewport" content="width=device-width, initial-scale=1">
+    <meta name="csrf-token" content="{{ csrf_token() }}">
    <title>{{ $title ?? \App\Support\Settings::get('company_name') }}</title>
    <link rel="icon" type="image/svg+xml" href="{{ \App\Support\Settings::faviconUrl() }}">

@@ -70,6 +71,12 @@
        .ql-editor hr { border: none; border-top: 1px solid var(--color-divider); margin: 10px 0; }
    </style>

+    <script>
+        // Lets the Echo listeners in resources/js/echo.js tell "my own action
+        // echoed back" apart from "someone else changed this" without a
+        // roundtrip — broadcast event payloads carry the same actorId shape.
+        window.currentUserId = @json(auth()->id());
+    </script>
    @vite(['resources/css/app.css', 'resources/js/app.js'])
    <style>:root{--color-accent: {{ \App\Support\Settings::accentColor() }};}</style>
    @livewireStyles
--- a/src/resources/views/livewire/admin/panel.blade.php
+++ b/src/resources/views/livewire/admin/panel.blade.php
@@ -7,6 +7,7 @@ $tabGroups = [
        ['key' => 'priorities', 'label' => 'Priorytety i SLA', 'icon' => 'priority_high'],
        ['key' => 'reply-quick-actions', 'label' => 'Szybkie akcje odpowiedzi', 'icon' => 'bolt'],
        ['key' => 'response-templates', 'label' => 'Szablony odpowiedzi', 'icon' => 'chat'],
+        ['key' => 'automation-rules', 'label' => 'Automatyzacja SLA', 'icon' => 'bolt'],
    ],
    'Zespół' => [
        ['key' => 'users', 'label' => 'Użytkownicy', 'icon' => 'group'],
@@ -322,6 +323,39 @@ $tabGroups = [
                @endif
            @endif

+            {{-- ================= AUTOMATION RULES ================= --}}
+            @if ($tab === 'automation-rules')
+                <div style="display:flex;justify-content:space-between;align-items:center;margin-bottom:14px">
+                    <h3 style="margin:0">Automatyzacja SLA</h3>
+                    <button class="btn btn-primary" wire:click="openAutomationRuleForm">+ Dodaj regułę</button>
+                </div>
+                <p class="text-muted" style="font-size:12.5px;margin:0 0 14px">Co 15 minut sprawdzane jest, czy zgłoszenie milczy (brak odpowiedzi klienta) dłużej niż próg reguły — jeśli tak (i pasuje do opcjonalnego zawężenia), wykonywana jest wybrana akcja. Reguła nie powtarza się dla tego samego zgłoszenia, dopóki klient znów nie napisze albo zgłoszenie nie zostanie zamknięte i otwarte ponownie.</p>
+                @if ($this->automationRules->isNotEmpty())
+                    <div style="display:flex;flex-direction:column;gap:10px">
+                        @foreach ($this->automationRules as $rule)
+                            <div class="card" style="padding:14px 16px;gap:6px">
+                                <div style="display:flex;justify-content:space-between;align-items:flex-start;gap:8px">
+                                    <div>
+                                        <span class="card-title">{{ $rule->label }}</span>
+                                        <span class="text-muted" style="font-size:12px;display:block">Brak odpowiedzi klienta &ge; {{ $rule->condition_minutes }} min. → {{ match($rule->action_type) { 'change_priority' => 'zmień priorytet', 'change_status' => 'zmień status', 'change_team' => 'zmień zespół', 'change_assignee' => 'zmień przypisanie', default => $rule->action_type } }}</span>
+                                    </div>
+                                    <div style="display:flex;gap:6px;flex:none;align-items:center">
+                                        <label style="display:flex;align-items:center;gap:4px;font-size:12px">
+                                            <input type="checkbox" wire:click="toggleAutomationRuleEnabled({{ $rule->id }})" @checked($rule->enabled)>
+                                            Aktywna
+                                        </label>
+                                        <button class="btn btn-ghost" type="button" wire:click="editAutomationRule({{ $rule->id }})">Edytuj</button>
+                                        <button class="btn btn-ghost" type="button" wire:click="removeAutomationRule({{ $rule->id }})">Usuń</button>
+                                    </div>
+                                </div>
+                            </div>
+                        @endforeach
+                    </div>
+                @else
+                    <p class="text-muted" style="font-size:13px">Brak reguł automatyzacji. Dodaj pierwszą używając przycisku wyżej.</p>
+                @endif
+            @endif
+
            {{-- ================= STATUSES ================= --}}
            @if ($tab === 'statuses')
                <h3 style="margin:0 0 6px">Statusy</h3>
@@ -803,6 +837,96 @@ $tabGroups = [
        </div>
    @endif

+    @if ($automationRuleFormOpen)
+        <div class="dialog-backdrop">
+            <form wire:submit="submitAutomationRule" class="dialog" style="max-width:520px">
+                <div class="dialog-title">{{ $automationRuleForm['id'] ? 'Edytuj regułę automatyzacji' : 'Nowa reguła automatyzacji' }}</div>
+                <div class="field"><label>Nazwa reguły</label><input class="input" wire:model="automationRuleForm.label" placeholder="np. Eskalacja przy braku odpowiedzi"></div>
+                @error('automationRuleForm.label') <span style="color:var(--color-danger);font-size:12px">{{ $message }}</span> @enderror
+                <div class="field">
+                    <label>Brak odpowiedzi klienta przez (minuty)</label>
+                    <input class="input" type="number" min="1" wire:model="automationRuleForm.condition_minutes">
+                </div>
+                @error('automationRuleForm.condition_minutes') <span style="color:var(--color-danger);font-size:12px">{{ $message }}</span> @enderror
+
+                <div class="field">
+                    <label>Zawężenie (opcjonalne — puste = dowolne)</label>
+                    <select class="input" wire:model="automationRuleForm.scope_priority_key" style="margin-bottom:6px">
+                        <option value="">Dowolny priorytet</option>
+                        @foreach ($this->priorities as $p)
+                            <option value="{{ $p->key }}">{{ $p->label }}</option>
+                        @endforeach
+                    </select>
+                    <select class="input" wire:model="automationRuleForm.scope_subcategory_id" style="margin-bottom:6px">
+                        <option value="">Dowolna kategoria</option>
+                        @foreach ($this->subcategoriesForTeamForm as $s)
+                            <option value="{{ $s['id'] }}">{{ $s['label'] }}</option>
+                        @endforeach
+                    </select>
+                    <select class="input" wire:model="automationRuleForm.scope_team_id">
+                        <option value="">Dowolny zespół</option>
+                        @foreach ($this->teams as $t)
+                            <option value="{{ $t->id }}">{{ $t->name }}</option>
+                        @endforeach
+                    </select>
+                </div>
+
+                <div class="field">
+                    <label>Akcja</label>
+                    <select class="input" wire:model.live="automationRuleForm.action_type">
+                        <option value="change_priority">Zmień priorytet</option>
+                        <option value="change_status">Zmień status</option>
+                        <option value="change_team">Zmień zespół</option>
+                        <option value="change_assignee">Zmień przypisanie</option>
+                    </select>
+                </div>
+                <div class="field">
+                    <label>Nowa wartość</label>
+                    @switch ($automationRuleForm['action_type'])
+                        @case ('change_priority')
+                            <select class="input" wire:model="automationRuleForm.action_value">
+                                <option value="">— wybierz —</option>
+                                @foreach ($this->priorities as $p)
+                                    <option value="{{ $p->key }}">{{ $p->label }}</option>
+                                @endforeach
+                            </select>
+                            @break
+                        @case ('change_status')
+                            <select class="input" wire:model="automationRuleForm.action_value">
+                                <option value="">— wybierz —</option>
+                                @foreach ($this->statuses as $s)
+                                    <option value="{{ $s->key }}">{{ $s->label }}</option>
+                                @endforeach
+                            </select>
+                            @break
+                        @case ('change_team')
+                            <select class="input" wire:model="automationRuleForm.action_value">
+                                <option value="">— wybierz —</option>
+                                @foreach ($this->teams as $t)
+                                    <option value="{{ $t->id }}">{{ $t->name }}</option>
+                                @endforeach
+                            </select>
+                            @break
+                        @case ('change_assignee')
+                            <select class="input" wire:model="automationRuleForm.action_value">
+                                <option value="">— wybierz —</option>
+                                @foreach ($this->operatorsForTeamForm as $o)
+                                    <option value="{{ $o['id'] }}">{{ $o['label'] }}</option>
+                                @endforeach
+                            </select>
+                            @break
+                    @endswitch
+                </div>
+                @error('automationRuleForm.action_value') <span style="color:var(--color-danger);font-size:12px">{{ $message }}</span> @enderror
+
+                <div class="dialog-actions">
+                    <button class="btn btn-secondary" type="button" wire:click="closeAutomationRuleForm">Anuluj</button>
+                    <button class="btn btn-primary" type="submit">{{ $automationRuleForm['id'] ? 'Zapisz' : 'Dodaj regułę' }}</button>
+                </div>
+            </form>
+        </div>
+    @endif
+
    @if ($this->editingTemplate)
        <div class="dialog-backdrop">
            <div class="dialog" style="max-width:560px">
--- a/src/resources/views/livewire/client/new-ticket.blade.php
+++ b/src/resources/views/livewire/client/new-ticket.blade.php
@@ -60,7 +60,9 @@
                    <button type="button" class="btn btn-ghost" style="padding:0" wire:click="backToSubcategory">Zmień</button>
                </div>

-                <x-bookstack-suggestions :articles="$this->suggestedArticles" />
+                <div wire:init="loadSuggestedArticles">
+                    <x-bookstack-suggestions :articles="$this->suggestedArticles" />
+                </div>

                <div class="field">
                    <label>Temat</label>
--- a/src/resources/views/livewire/client/ticket-show.blade.php
+++ b/src/resources/views/livewire/client/ticket-show.blade.php
@@ -1,8 +1,24 @@
 <div style="flex:1;display:flex;flex-direction:column">
    <x-topbar />

-    <div class="page-pad" style="flex:1;padding:28px;display:flex;flex-direction:column;gap:20px;max-width:920px;width:100%;margin:0 auto;box-sizing:border-box">
-        <a href="{{ route('client.dashboard') }}" wire:navigate class="btn btn-ghost" style="align-self:flex-start;padding:0">&larr; Wróć do listy</a>
+    <div class="page-pad" style="flex:1;padding:28px;display:flex;flex-direction:column;gap:20px;max-width:1180px;width:100%;margin:0 auto;box-sizing:border-box">
+        <div style="display:flex;justify-content:space-between;align-items:center;gap:12px;flex-wrap:wrap">
+            <a href="{{ route('client.dashboard') }}" wire:navigate class="btn btn-ghost" style="padding:0">&larr; Wróć do listy</a>
+
+            {{-- Live updates arrive via broadcasting, but websocket connections can
+                 drop silently — this is a periodic fallback refresh, with a visible
+                 countdown so it's clear the thread is still refreshing on its own. --}}
+            <div
+                class="btn btn-secondary"
+                style="cursor:default;gap:6px"
+                x-data="{ remaining: 30, total: 30 }"
+                x-init="setInterval(() => { remaining = remaining <= 1 ? total : remaining - 1; if (remaining === total) $wire.refreshTicketData(); }, 1000)"
+                title="Zgłoszenie odświeża się automatycznie"
+            >
+                <span class="material-symbols-outlined" style="font-size:18px">schedule</span>
+                <span x-text="remaining + 's'"></span>
+            </div>
+        </div>

        <div style="display:flex;gap:20px;align-items:flex-start;flex-wrap:wrap">
            <div class="main-col" style="display:flex;flex-direction:column;gap:16px">
@@ -31,7 +47,7 @@
                <div style="display:flex;flex-direction:column;gap:10px">
                    @foreach ($threadMessages as $m)
                        @php $mine = $m->role === 'client' && $m->author_id === auth()->id(); @endphp
-                        <div style="display:flex;justify-content:{{ $mine ? 'flex-end' : 'flex-start' }}">
+                        <div wire:key="msg-{{ $m->id }}" style="display:flex;justify-content:{{ $mine ? 'flex-end' : 'flex-start' }}">
                            <div style="max-width:75%;padding:10px 14px;border-radius:12px;font-size:14px;background:{{ $mine ? 'var(--color-accent-800)' : 'var(--color-surface)' }};color:{{ $mine ? 'var(--color-accent-100)' : 'var(--color-text)' }};border:1px solid var(--color-divider)">
                                <div style="display:flex;justify-content:space-between;align-items:flex-start;gap:10px">
                                    <div style="font-size:11px;opacity:0.65;margin-bottom:4px">{{ $m->author_name }} &middot; {{ \App\Support\Rel::format($m->created_at) }}{{ $m->edited ? ' · edytowano' : '' }}</div>
@@ -94,12 +110,18 @@
                    <div style="font-size:14px;font-weight:500">{{ auth()->user()->name }}</div>
                    <div class="text-muted" style="font-size:13px">{{ auth()->user()->email }}</div>
                </div>
+                <div wire:init="loadSuggestedArticles">
+                    <x-bookstack-suggestions :articles="$this->suggestedArticles" variant="sidebar" title="Baza wiedzy" />
+                </div>
+
                <div class="card" style="padding:16px;gap:10px">
                    <div class="card-kicker">Status i priorytet</div>
-                    <div style="display:flex;gap:6px">
+                    <div style="display:flex;gap:6px;flex-wrap:wrap">
                        <span style="{{ $ticket->priorityStyle() }}">{{ $ticket->priorityLabel() }}</span>
                        <span style="{{ $ticket->statusStyle() }}">{{ $ticket->statusLabel() }}</span>
                    </div>
+                    <div style="font-size:13px" class="text-muted">Przypisany operator: <span style="color:var(--color-text)">{{ $ticket->assignee?->name ?? 'Nieprzypisane' }}</span></div>
+                    <div style="font-size:13px" class="text-muted">Zespół: <span style="color:var(--color-text)">{{ $ticket->team?->name ?? 'Brak' }}</span></div>
                    @if (! $ticket->isClosed())
                        <button type="button" class="btn btn-secondary btn-block" wire:click="close">Zamknij zgłoszenie</button>
                    @elseif ($ticket->isClosed())
@@ -137,7 +159,7 @@
                <div class="card" style="padding:16px;gap:8px">
                    <div class="card-kicker">Historia zmian</div>
                    @forelse ($ticket->histories as $h)
-                        <div style="font-size:12.5px"><span>{{ $h->text }}</span><div class="text-muted" style="font-size:11px">{{ \App\Support\Rel::format($h->created_at) }}</div></div>
+                        <div wire:key="history-{{ $h->id }}" style="font-size:12.5px"><span>{{ $h->text }}</span><div class="text-muted" style="font-size:11px">{{ \App\Support\Rel::format($h->created_at) }}</div></div>
                    @empty
                        <p class="text-muted" style="font-size:12px;margin:0">Brak historii zmian.</p>
                    @endforelse
@@ -169,4 +191,19 @@
            </div>
        </div>
    @endif
+
+    @script
+    <script>
+        // Re-runs on every mount of this component, including after a
+        // wire:navigate to a different ticket, so the socket subscription
+        // always matches whichever ticket is currently on screen.
+        if (window.subscribeToTicketChannel) {
+            window.subscribeToTicketChannel({{ $ticket->id }});
+        } else {
+            // echo.js (a deferred module) hasn't run yet — queue the id so it
+            // subscribes as soon as it does, instead of silently doing nothing.
+            (window.__pendingTicketChannelIds = window.__pendingTicketChannelIds || []).push({{ $ticket->id }});
+        }
+    </script>
+    @endscript
 </div>
--- a/src/resources/views/livewire/landing.blade.php
+++ b/src/resources/views/livewire/landing.blade.php
@@ -90,7 +90,9 @@
                            <button type="button" class="btn btn-ghost" style="padding:0" wire:click="backToSubcategory">Zmień</button>
                        </div>

-                        <x-bookstack-suggestions :articles="$this->suggestedArticles" />
+                        <div wire:init="loadSuggestedArticles">
+                            <x-bookstack-suggestions :articles="$this->suggestedArticles" />
+                        </div>

                        <div class="field">
                            <label>Temat</label>
--- a/src/resources/views/livewire/notification-bell.blade.php
+++ b/src/resources/views/livewire/notification-bell.blade.php
@@ -1,4 +1,4 @@
-<div x-data="{ open: false }" @click.outside="open = false" style="position:relative;display:inline-block" wire:poll.30s="$refresh">
+<div x-data="{ open: false }" @click.outside="open = false" class="nav-dropdown-wrap" style="position:relative;display:inline-block" wire:poll.30s="$refresh">
    <button type="button" class="btn btn-secondary" @click="open = !open" style="position:relative;display:flex;align-items:center;gap:0;padding:8px">
        <span class="material-symbols-outlined" style="font-size:18px">notifications</span>
        @if ($this->unreadCount)
@@ -9,6 +9,7 @@
    <div
        x-show="open"
        x-cloak
+        class="nav-dropdown"
        style="position:absolute;top:100%;right:0;margin-top:6px;background:var(--color-surface);border:1px solid var(--color-divider);border-radius:8px;box-shadow:var(--shadow-md);width:320px;max-height:420px;overflow-y:auto;z-index:30"
    >
        <div style="display:flex;align-items:center;justify-content:space-between;padding:10px 14px;border-bottom:1px solid var(--color-divider)">
@@ -20,11 +21,12 @@

        @forelse ($this->notifications as $notification)
            <a
+                wire:key="notification-{{ $notification->id }}"
                href="{{ $notification->data['url'] ?? '#' }}"
                wire:navigate
                wire:click="markAsRead('{{ $notification->id }}')"
                @click="open = false"
-                style="display:block;padding:10px 14px;text-decoration:none;color:var(--color-text);border-bottom:1px solid var(--color-divider);font-size:12.5px;{{ $notification->read_at ? 'opacity:0.6' : 'background:color-mix(in srgb, var(--color-accent) 6%, transparent)' }}"
+                style="display:block;padding:10px 14px;text-decoration:none;color:var(--color-text);border-bottom:1px solid var(--color-divider);font-size:12.5px;background:color-mix(in srgb, var(--color-accent) 6%, transparent)"
            >
                <div>{{ $notification->data['message'] ?? '' }}</div>
                <div style="font-size:11px;color:color-mix(in srgb, var(--color-text) 55%, transparent);margin-top:2px">{{ $notification->created_at->diffForHumans() }}</div>
--- a/src/resources/views/livewire/operator/new-ticket.blade.php
+++ b/src/resources/views/livewire/operator/new-ticket.blade.php
@@ -66,7 +66,9 @@
                    <button type="button" class="btn btn-ghost" style="padding:0" wire:click="backToSubcategory">Zmień</button>
                </div>

-                <x-bookstack-suggestions :articles="$this->suggestedArticles" />
+                <div wire:init="loadSuggestedArticles">
+                    <x-bookstack-suggestions :articles="$this->suggestedArticles" />
+                </div>

                <div class="field">
                    <label>Temat</label>
--- a/src/resources/views/livewire/operator/queue.blade.php
+++ b/src/resources/views/livewire/operator/queue.blade.php
@@ -116,6 +116,21 @@
                        @endforeach
                    </div>
                </div>
+
+                {{-- Live updates arrive via broadcasting, but websocket connections can
+                     drop silently (backgrounded tab, network blip) — this is a periodic
+                     fallback refresh, with a visible countdown so it's clear the queue
+                     is still refreshing itself rather than just stuck. --}}
+                <div
+                    class="btn btn-secondary"
+                    style="cursor:default;gap:6px"
+                    x-data="{ remaining: 60, total: 60 }"
+                    x-init="setInterval(() => { remaining = remaining <= 1 ? total : remaining - 1; if (remaining === total) $wire.refreshQueue(); }, 1000)"
+                    title="Kolejka odświeża się automatycznie co minutę"
+                >
+                    <span class="material-symbols-outlined" style="font-size:18px">schedule</span>
+                    <span x-text="remaining + 's'"></span>
+                </div>
            </div>

            <div class="table-wrap">
@@ -143,7 +158,7 @@
                    <tbody>
                        @foreach ($this->filteredTickets as $t)
                            @php $sla = $t->slaInfo(); @endphp
-                            <tr>
+                            <tr wire:key="ticket-{{ $t->id }}">
                                <td class="td-select"><input type="checkbox" @checked(in_array($t->id, $selectedIds)) wire:click="toggleSelect({{ $t->id }})"></td>
                                @if (in_array('number', $visibleColumns))
                                    <td data-label="Numer" class="td-title"><a href="{{ route('operator.ticket', $t) }}" wire:navigate style="color:inherit;text-decoration:none;cursor:pointer">{{ $t->number }}</a></td>
--- a/src/resources/views/livewire/operator/stats.blade.php
+++ b/src/resources/views/livewire/operator/stats.blade.php
@@ -61,6 +61,8 @@

        {{-- KPI tiles --}}
        @php($kpis = $this->kpis)
+        <div style="display:flex;flex-direction:column;gap:12px">
+        <h3 style="margin:0">Podsumowanie</h3>
        <div style="display:grid;grid-template-columns:repeat(auto-fit, minmax(160px, 1fr));gap:12px">
            <div class="stat-tile">
                <div class="stat-tile-label">Łącznie zgłoszeń</div>
@@ -96,84 +98,200 @@
                <div class="stat-tile-meta">{{ $kpis['csat']['count'] }} ocen{{ $kpis['csat']['responseRate'] !== null ? ' · '.$kpis['csat']['responseRate'].'% odpowiedzi' : '' }}</div>
            </div>
        </div>
+        </div>

-        <div style="display:grid;grid-template-columns:repeat(auto-fit, minmax(340px, 1fr));gap:16px;align-items:start">
-            {{-- By status --}}
-            <div class="card" style="padding:16px">
-                <div class="card-title" style="margin-bottom:12px">Zgłoszenia wg statusu</div>
-                @php($max = max($this->byStatus->max('count'), 1))
-                @forelse ($this->byStatus as $row)
-                    <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
-                        <div class="bar-row-label">{{ $row['label'] }}</div>
-                        <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:{{ $row['color'] }}"></div></div>
-                        <div class="bar-row-value">{{ $row['count'] }}</div>
-                    </div>
-                @empty
-                    <div class="card-meta">Brak danych w wybranym okresie.</div>
-                @endforelse
+        {{-- Rozkład zgłoszeń --}}
+        <div style="display:flex;flex-direction:column;gap:12px">
+            <h3 style="margin:0">Rozkład zgłoszeń</h3>
+            <div style="display:grid;grid-template-columns:repeat(auto-fit, minmax(340px, 1fr));gap:16px;align-items:start">
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">Zgłoszenia wg statusu</div>
+                    @php($max = max($this->byStatus->max('count'), 1))
+                    @forelse ($this->byStatus as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:{{ $row['color'] }}"></div></div>
+                            <div class="bar-row-value">{{ $row['count'] }}</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak danych w wybranym okresie.</div>
+                    @endforelse
+                </div>
+
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">Zgłoszenia wg priorytetu</div>
+                    @php($max = max($this->byPriority->max('count'), 1))
+                    @forelse ($this->byPriority as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:{{ $row['color'] }}"></div></div>
+                            <div class="bar-row-value">{{ $row['count'] }}</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak danych w wybranym okresie.</div>
+                    @endforelse
+                </div>
+
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">Zgłoszenia wg kategorii</div>
+                    @php($cats = $this->byCategory)
+                    @php($max = max($cats->max('count') ?? 0, 1))
+                    @forelse ($cats as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:var(--color-accent)"></div></div>
+                            <div class="bar-row-value">{{ $row['count'] }}</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak danych w wybranym okresie.</div>
+                    @endforelse
+                </div>
+
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">Zgłoszenia wg podkategorii</div>
+                    @php($subs = $this->bySubcategory)
+                    @php($max = max($subs->max('count') ?? 0, 1))
+                    @forelse ($subs as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:var(--color-accent)"></div></div>
+                            <div class="bar-row-value">{{ $row['count'] }}</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak danych w wybranym okresie.</div>
+                    @endforelse
+                </div>
+            </div>
+        </div>
+
+        {{-- Obciążenie --}}
+        <div style="display:flex;flex-direction:column;gap:12px">
+            <h3 style="margin:0">Obciążenie</h3>
+            <div style="display:grid;grid-template-columns:repeat(auto-fit, minmax(340px, 1fr));gap:16px;align-items:start">
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">Obciążenie zespołów</div>
+                    @php($teamRows = $this->byTeam)
+                    @php($max = max($teamRows->max('count') ?? 0, 1))
+                    @forelse ($teamRows as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:var(--color-accent-2)"></div></div>
+                            <div class="bar-row-value">{{ $row['count'] }}</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak danych w wybranym okresie.</div>
+                    @endforelse
+                </div>
+
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">Obciążenie operatorów</div>
+                    @php($opRows = $this->byAssignee)
+                    @php($max = max($opRows->max('count') ?? 0, 1))
+                    @forelse ($opRows as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:var(--color-accent-2)"></div></div>
+                            <div class="bar-row-value">{{ $row['count'] }}</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak danych w wybranym okresie.</div>
+                    @endforelse
+                </div>
+            </div>
+        </div>
+
+        {{-- Klienci --}}
+        <div style="display:flex;flex-direction:column;gap:12px">
+            <h3 style="margin:0">Klienci</h3>
+            <div style="display:grid;grid-template-columns:repeat(auto-fit, minmax(340px, 1fr));gap:16px;align-items:start">
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">Najaktywniejsi klienci (Top 10)</div>
+                    @php($customerRows = $this->byCustomer)
+                    @php($max = max($customerRows->max('count') ?? 0, 1))
+                    @forelse ($customerRows as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:var(--color-accent-2)"></div></div>
+                            <div class="bar-row-value">{{ $row['count'] }}</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak danych w wybranym okresie.</div>
+                    @endforelse
+                </div>
            </div>

-            {{-- By priority --}}
            <div class="card" style="padding:16px">
-                <div class="card-title" style="margin-bottom:12px">Zgłoszenia wg priorytetu</div>
-                @php($max = max($this->byPriority->max('count'), 1))
-                @forelse ($this->byPriority as $row)
-                    <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
-                        <div class="bar-row-label">{{ $row['label'] }}</div>
-                        <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:{{ $row['color'] }}"></div></div>
-                        <div class="bar-row-value">{{ $row['count'] }}</div>
+                <div class="card-title" style="margin-bottom:4px">Klienci wg podkategorii</div>
+                <div class="card-meta" style="margin-bottom:12px">Top 10 klientów × top 5 podkategorii wg wolumenu w wybranym okresie; reszta zbiorczo w kolumnie „Inne”.</div>
+                @php($matrix = $this->customerSubcategoryMatrix)
+                @if (count($matrix['rows']))
+                    <div class="table-wrap">
+                        <table class="table">
+                            <thead>
+                                <tr>
+                                    <th>Klient</th>
+                                    @foreach ($matrix['columns'] as $col)
+                                        <th>{{ $col }}</th>
+                                    @endforeach
+                                    @if ($matrix['hasOther'])
+                                        <th>Inne</th>
+                                    @endif
+                                    <th>Razem</th>
+                                </tr>
+                            </thead>
+                            <tbody>
+                                @foreach ($matrix['rows'] as $row)
+                                    <tr>
+                                        <td style="white-space:nowrap">{{ $row['label'] }}</td>
+                                        @foreach ($row['cells'] as $cell)
+                                            <td>{{ $cell ?: '—' }}</td>
+                                        @endforeach
+                                        @if ($matrix['hasOther'])
+                                            <td>{{ $row['other'] ?: '—' }}</td>
+                                        @endif
+                                        <td style="font-weight:600">{{ $row['total'] }}</td>
+                                    </tr>
+                                @endforeach
+                            </tbody>
+                        </table>
                    </div>
-                @empty
+                @else
                    <div class="card-meta">Brak danych w wybranym okresie.</div>
-                @endforelse
+                @endif
            </div>
+        </div>

-            {{-- By category --}}
-            <div class="card" style="padding:16px">
-                <div class="card-title" style="margin-bottom:12px">Zgłoszenia wg kategorii</div>
-                @php($cats = $this->byCategory)
-                @php($max = max($cats->max('count') ?? 0, 1))
-                @forelse ($cats as $row)
-                    <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
-                        <div class="bar-row-label">{{ $row['label'] }}</div>
-                        <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:var(--color-accent)"></div></div>
-                        <div class="bar-row-value">{{ $row['count'] }}</div>
-                    </div>
-                @empty
-                    <div class="card-meta">Brak danych w wybranym okresie.</div>
-                @endforelse
-            </div>
+        {{-- Ocena obsługi (CSAT) --}}
+        <div style="display:flex;flex-direction:column;gap:12px">
+            <h3 style="margin:0">Ocena obsługi (CSAT)</h3>
+            <div style="display:grid;grid-template-columns:repeat(auto-fit, minmax(340px, 1fr));gap:16px;align-items:start">
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">CSAT wg zespołu</div>
+                    @php($csatTeamRows = $this->csatByTeam)
+                    @forelse ($csatTeamRows as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['avg'] }} / 5 ({{ $row['count'] }} ocen)">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['avg'] / 5 * 100 }}%;background:var(--color-accent)"></div></div>
+                            <div class="bar-row-value">{{ $row['avg'] }} / 5</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak ocen w wybranym okresie.</div>
+                    @endforelse
+                </div>

-            {{-- By team --}}
-            <div class="card" style="padding:16px">
-                <div class="card-title" style="margin-bottom:12px">Obciążenie zespołów</div>
-                @php($teamRows = $this->byTeam)
-                @php($max = max($teamRows->max('count') ?? 0, 1))
-                @forelse ($teamRows as $row)
-                    <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
-                        <div class="bar-row-label">{{ $row['label'] }}</div>
-                        <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:var(--color-accent-2)"></div></div>
-                        <div class="bar-row-value">{{ $row['count'] }}</div>
-                    </div>
-                @empty
-                    <div class="card-meta">Brak danych w wybranym okresie.</div>
-                @endforelse
-            </div>
-
-            {{-- By assignee --}}
-            <div class="card" style="padding:16px">
-                <div class="card-title" style="margin-bottom:12px">Obciążenie operatorów</div>
-                @php($opRows = $this->byAssignee)
-                @php($max = max($opRows->max('count') ?? 0, 1))
-                @forelse ($opRows as $row)
-                    <div class="bar-row" title="{{ $row['label'] }}: {{ $row['count'] }}">
-                        <div class="bar-row-label">{{ $row['label'] }}</div>
-                        <div class="bar-track"><div class="bar-fill" style="width:{{ $row['count'] / $max * 100 }}%;background:var(--color-accent-2)"></div></div>
-                        <div class="bar-row-value">{{ $row['count'] }}</div>
-                    </div>
-                @empty
-                    <div class="card-meta">Brak danych w wybranym okresie.</div>
-                @endforelse
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">CSAT wg operatora</div>
+                    @php($csatOpRows = $this->csatByAssignee)
+                    @forelse ($csatOpRows as $row)
+                        <div class="bar-row" title="{{ $row['label'] }}: {{ $row['avg'] }} / 5 ({{ $row['count'] }} ocen)">
+                            <div class="bar-row-label">{{ $row['label'] }}</div>
+                            <div class="bar-track"><div class="bar-fill" style="width:{{ $row['avg'] / 5 * 100 }}%;background:var(--color-accent)"></div></div>
+                            <div class="bar-row-value">{{ $row['avg'] }} / 5</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak ocen w wybranym okresie.</div>
+                    @endforelse
+                </div>
            </div>
        </div>

@@ -181,6 +299,8 @@
        @php($trend = $this->trend)
        @php($trendMax = max(collect($trend)->max('created'), collect($trend)->max('closed'), 1))
        @php($labelStep = max((int) ceil(count($trend) / 12), 1))
+        <div style="display:flex;flex-direction:column;gap:12px">
+        <h3 style="margin:0">Trend w czasie</h3>
        <div class="card" style="padding:16px">
            <div class="card-title">Trend zgłoszeń</div>
            <div class="card-meta" style="margin-bottom:12px">Utworzone i zamknięte w czasie (maks. ostatnie 60 dni okresu).</div>
@@ -223,5 +343,6 @@
                </div>
            @endif
        </div>
+        </div>
    </div>
 </div>
--- a/src/resources/views/livewire/operator/ticket-show.blade.php
+++ b/src/resources/views/livewire/operator/ticket-show.blade.php
@@ -3,7 +3,23 @@

    <div class="page-pad" style="flex:1;padding:20px 24px;overflow:auto">
        <div style="display:flex;flex-direction:column;gap:16px;max-width:1180px;margin:0 auto">
-            <a href="{{ route('operator.queue') }}" wire:navigate class="btn btn-ghost" style="align-self:flex-start;padding:0">&larr; Wróć do listy</a>
+            <div style="display:flex;justify-content:space-between;align-items:center;gap:12px;flex-wrap:wrap">
+                <a href="{{ route('operator.queue') }}" wire:navigate class="btn btn-ghost" style="padding:0">&larr; Wróć do listy</a>
+
+                {{-- Live updates arrive via broadcasting, but websocket connections can
+                     drop silently — this is a periodic fallback refresh, with a visible
+                     countdown so it's clear the thread is still refreshing on its own. --}}
+                <div
+                    class="btn btn-secondary"
+                    style="cursor:default;gap:6px"
+                    x-data="{ remaining: 30, total: 30 }"
+                    x-init="setInterval(() => { remaining = remaining <= 1 ? total : remaining - 1; if (remaining === total) $wire.refreshTicketData(); }, 1000)"
+                    title="Zgłoszenie odświeża się automatycznie"
+                >
+                    <span class="material-symbols-outlined" style="font-size:18px">schedule</span>
+                    <span x-text="remaining + 's'"></span>
+                </div>
+            </div>

            <div style="display:flex;gap:20px;align-items:flex-start;flex-wrap:wrap">
                <div class="main-col" style="display:flex;flex-direction:column;gap:16px">
@@ -67,7 +83,7 @@
                    <div class="card" style="padding:16px;gap:10px">
                        <div class="card-kicker">Notatki wewnętrzne</div>
                        @forelse ($this->internalMessages as $m)
-                            <div style="padding:10px 12px;border-left:3px solid var(--color-accent);background:var(--color-surface);border-radius:4px">
+                            <div wire:key="note-{{ $m->id }}" style="padding:10px 12px;border-left:3px solid var(--color-accent);background:var(--color-surface);border-radius:4px">
                                <div style="display:flex;justify-content:space-between;align-items:flex-start;gap:8px">
                                    <div style="font-size:11px;opacity:0.65;margin-bottom:4px">{{ $m->author_name }} &middot; {{ \App\Support\Rel::format($m->created_at) }}</div>
                                    @if ($m->role === 'operator')
@@ -130,7 +146,7 @@
                    <div style="display:flex;flex-direction:column;gap:10px">
                        @foreach ($threadMessages as $m)
                            @php $mine = $m->role === 'operator'; @endphp
-                            <div style="display:flex;justify-content:{{ $mine ? 'flex-end' : 'flex-start' }}">
+                            <div wire:key="msg-{{ $m->id }}" style="display:flex;justify-content:{{ $mine ? 'flex-end' : 'flex-start' }}">
                                <div style="max-width:75%;padding:10px 14px;border-radius:12px;font-size:14px;background:{{ $mine ? 'var(--color-accent-800)' : 'var(--color-surface)' }};color:{{ $mine ? 'var(--color-accent-100)' : 'var(--color-text)' }};border:1px solid var(--color-divider)">
                                    <div style="display:flex;justify-content:space-between;align-items:flex-start;gap:10px">
                                        <div style="font-size:11px;opacity:0.65;margin-bottom:4px">{{ $m->author_name }} &middot; {{ \App\Support\Rel::format($m->created_at) }}{{ $m->edited ? ' · edytowano' : '' }}</div>
@@ -286,7 +302,9 @@
                        </div>
                    </div>

-                    <x-bookstack-suggestions :articles="$this->suggestedArticles" variant="sidebar" title="Baza wiedzy" :show-copy="true" />
+                    <div wire:init="loadSuggestedArticles">
+                        <x-bookstack-suggestions :articles="$this->suggestedArticles" variant="sidebar" title="Baza wiedzy" :show-copy="true" />
+                    </div>

                    <div class="card" style="padding:16px;gap:8px">
                        <div class="card-kicker">SLA</div>
@@ -435,4 +453,19 @@
            </div>
        </div>
    @endif
+
+    @script
+    <script>
+        // Re-runs on every mount of this component, including after a
+        // wire:navigate to a different ticket, so the socket subscription
+        // always matches whichever ticket is currently on screen.
+        if (window.subscribeToTicketChannel) {
+            window.subscribeToTicketChannel({{ $ticket->id }});
+        } else {
+            // echo.js (a deferred module) hasn't run yet — queue the id so it
+            // subscribes as soon as it does, instead of silently doing nothing.
+            (window.__pendingTicketChannelIds = window.__pendingTicketChannelIds || []).push({{ $ticket->id }});
+        }
+    </script>
+    @endscript
 </div>
--- a/src/routes/channels.php
+++ b/src/routes/channels.php
@@ -0,0 +1,36 @@
+<?php
+
+use App\Models\Ticket;
+use Illuminate\Support\Facades\Broadcast;
+
+/**
+ * One shared channel for anything queue-relevant (new/changed/closed
+ * tickets) rather than per-team channels — payloads carry only minimal
+ * metadata, so the receiving Livewire component just re-queries through its
+ * own already-correct Ticket::scopeVisibleToOperator() instead of this
+ * callback needing to duplicate that ACL logic.
+ */
+Broadcast::channel('operator.queue', function ($user) {
+    return in_array('operator', $user->roles ?? []) || $user->isAdmin();
+});
+
+/**
+ * Per-ticket channel for message/detail changes (drives both the live
+ * message thread and live ticket-header updates). OR, not else-if — the
+ * owner's account holds both client and operator roles at once, so both
+ * branches must be checked rather than picking one based on role alone.
+ * Payloads here also stay minimal (never the message body itself), so an
+ * internal note can safely broadcast on the same channel a client is
+ * subscribed to — the client's own computed properties never touch
+ * internal messages regardless of which event arrived.
+ */
+Broadcast::channel('ticket.{ticketId}', function ($user, int $ticketId) {
+    $ticket = Ticket::query()->find($ticketId);
+
+    if (! $ticket) {
+        return false;
+    }
+
+    return (in_array('operator', $user->roles ?? []) && $ticket->isVisibleToOperator($user))
+        || $ticket->customer_id === $user->id;
+});
--- a/src/routes/console.php
+++ b/src/routes/console.php
@@ -9,3 +9,4 @@ Artisan::command('inspire', function () {
 })->purpose('Display an inspiring quote');

 Schedule::command('tickets:check-sla-breaches')->everyFifteenMinutes();
+Schedule::command('automation:run-rules')->everyFifteenMinutes();
--- a/src/tests/Feature/AutomationRulesTest.php
+++ b/src/tests/Feature/AutomationRulesTest.php
@@ -0,0 +1,172 @@
+<?php
+
+use App\Models\AutomationRule;
+use App\Models\Priority;
+use App\Models\Team;
+use App\Models\User;
+use App\Services\TicketService;
+use Illuminate\Support\Facades\Artisan;
+
+test('a rule fires once a ticket has been silent past its threshold and applies its action', function () {
+    seedStatusesAndPriorities();
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#75798c', 'sort_order' => 2]);
+    $ticket = makeTicket(['created_at' => now()->subMinutes(90), 'last_customer_activity_at' => now()->subMinutes(90)]);
+    $rule = AutomationRule::query()->create([
+        'label' => 'Podnieś priorytet po 60 min',
+        'enabled' => true,
+        'condition_minutes' => 60,
+        'action_type' => 'change_priority',
+        'action_value' => 'low',
+    ]);
+
+    Artisan::call('automation:run-rules');
+
+    expect($ticket->fresh()->priority_key)->toBe('low');
+    expect($rule->fresh()->hasFiredFor($ticket->fresh()))->toBeTrue();
+    // TicketService::setPriority() writes its own "Priorytet zmieniony na: ..."
+    // history line; RunAutomationRules adds a second, clearly-attributed one.
+    expect($ticket->fresh()->histories()->count())->toBe(2);
+});
+
+test('a rule does not fire again on the same ticket once already latched', function () {
+    seedStatusesAndPriorities();
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#75798c', 'sort_order' => 2]);
+    $ticket = makeTicket(['created_at' => now()->subMinutes(90), 'last_customer_activity_at' => now()->subMinutes(90)]);
+    AutomationRule::query()->create([
+        'label' => 'Podnieś priorytet po 60 min',
+        'enabled' => true,
+        'condition_minutes' => 60,
+        'action_type' => 'change_priority',
+        'action_value' => 'low',
+    ]);
+
+    Artisan::call('automation:run-rules');
+    $ticket->refresh()->update(['priority_key' => 'high']); // simulate an operator manually reverting it
+    Artisan::call('automation:run-rules');
+
+    expect($ticket->fresh()->priority_key)->toBe('high');
+});
+
+test('a fresh client reply resets the latch so the rule can fire again after new silence', function () {
+    seedStatusesAndPriorities();
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#75798c', 'sort_order' => 2]);
+    $ticket = makeTicket(['created_at' => now()->subMinutes(90), 'last_customer_activity_at' => now()->subMinutes(90)]);
+    $client = User::query()->create(['name' => 'Klient', 'email' => 'client-auto@example.com', 'roles' => ['client']]);
+    AutomationRule::query()->create([
+        'label' => 'Podnieś priorytet po 60 min',
+        'enabled' => true,
+        'condition_minutes' => 60,
+        'action_type' => 'change_priority',
+        'action_value' => 'low',
+    ]);
+
+    Artisan::call('automation:run-rules');
+    expect($ticket->fresh()->priority_key)->toBe('low');
+
+    app(TicketService::class)->clientReply($ticket->fresh(), $client, 'Nadal potrzebuję pomocy');
+    $ticket->refresh()->update(['last_customer_activity_at' => now()->subMinutes(90), 'priority_key' => 'high']);
+
+    Artisan::call('automation:run-rules');
+
+    expect($ticket->fresh()->priority_key)->toBe('low');
+});
+
+test('a rule scoped to a priority ignores tickets with a different priority', function () {
+    seedStatusesAndPriorities();
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#75798c', 'sort_order' => 2]);
+    $ticket = makeTicket(['priority_key' => 'low', 'created_at' => now()->subMinutes(90), 'last_customer_activity_at' => now()->subMinutes(90)]);
+    AutomationRule::query()->create([
+        'label' => 'Tylko dla wysokiego priorytetu',
+        'enabled' => true,
+        'condition_minutes' => 60,
+        'scope_priority_key' => 'high',
+        'action_type' => 'change_priority',
+        'action_value' => 'low',
+    ]);
+
+    Artisan::call('automation:run-rules');
+
+    expect($ticket->fresh()->priority_key)->toBe('low');
+    expect($ticket->fresh()->histories()->count())->toBe(0);
+});
+
+test('a disabled rule never fires', function () {
+    seedStatusesAndPriorities();
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#75798c', 'sort_order' => 2]);
+    $ticket = makeTicket(['created_at' => now()->subMinutes(90), 'last_customer_activity_at' => now()->subMinutes(90)]);
+    AutomationRule::query()->create([
+        'label' => 'Wyłączona reguła',
+        'enabled' => false,
+        'condition_minutes' => 60,
+        'action_type' => 'change_priority',
+        'action_value' => 'low',
+    ]);
+
+    Artisan::call('automation:run-rules');
+
+    expect($ticket->fresh()->priority_key)->toBe('high');
+});
+
+test('a closed ticket is never matched even if it has been silent long enough', function () {
+    seedStatusesAndPriorities();
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#75798c', 'sort_order' => 2]);
+    $ticket = makeTicket(['status_key' => 'closed', 'created_at' => now()->subMinutes(90), 'last_customer_activity_at' => now()->subMinutes(90)]);
+    AutomationRule::query()->create([
+        'label' => 'Podnieś priorytet po 60 min',
+        'enabled' => true,
+        'condition_minutes' => 60,
+        'action_type' => 'change_priority',
+        'action_value' => 'low',
+    ]);
+
+    Artisan::call('automation:run-rules');
+
+    expect($ticket->fresh()->priority_key)->toBe('high');
+});
+
+test('two independent rules can both fire on the same ticket in one run', function () {
+    seedStatusesAndPriorities();
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#75798c', 'sort_order' => 2]);
+    $team = Team::query()->create(['name' => 'Wsparcie L2']);
+    $ticket = makeTicket(['created_at' => now()->subMinutes(90), 'last_customer_activity_at' => now()->subMinutes(90)]);
+    AutomationRule::query()->create([
+        'label' => 'Podnieś priorytet',
+        'enabled' => true,
+        'condition_minutes' => 60,
+        'action_type' => 'change_priority',
+        'action_value' => 'low',
+    ]);
+    AutomationRule::query()->create([
+        'label' => 'Przekaż do L2',
+        'enabled' => true,
+        'condition_minutes' => 60,
+        'action_type' => 'change_team',
+        'action_value' => (string) $team->id,
+    ]);
+
+    Artisan::call('automation:run-rules');
+
+    $ticket->refresh();
+    expect($ticket->priority_key)->toBe('low');
+    expect($ticket->team_id)->toBe($team->id);
+    expect($ticket->histories()->count())->toBe(4);
+});
+
+test('reopening a closed ticket clears its automation logs so rules can fire again', function () {
+    seedStatusesAndPriorities();
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#75798c', 'sort_order' => 2]);
+    $ticket = makeTicket(['created_at' => now()->subMinutes(90), 'last_customer_activity_at' => now()->subMinutes(90)]);
+    $rule = AutomationRule::query()->create([
+        'label' => 'Podnieś priorytet',
+        'enabled' => true,
+        'condition_minutes' => 60,
+        'action_type' => 'change_priority',
+        'action_value' => 'low',
+    ]);
+
+    Artisan::call('automation:run-rules');
+    expect($rule->logs()->count())->toBe(1);
+
+    app(TicketService::class)->setStatus($ticket->fresh(), 'closed');
+    expect($rule->logs()->count())->toBe(0);
+});
--- a/src/tests/Feature/EmailNotificationsAdminTest.php
+++ b/src/tests/Feature/EmailNotificationsAdminTest.php
@@ -3,13 +3,15 @@
 use App\Livewire\Admin\Panel;
 use App\Models\EmailTemplate;
 use App\Models\NotificationSetting;
+use App\Models\User;
 use App\Notifications\TicketNotification;
 use App\Services\TicketService;
 use Illuminate\Support\Facades\Notification;
 use Livewire\Livewire;

 test('admin can toggle a notification on/off but cannot add, delete, or reassign templates', function () {
-    $admin = adminUser();
+    $this->seed();
+    $admin = User::query()->withRole('admin')->firstOrFail();
    $statusChanged = NotificationSetting::query()->where('trigger_key', 'status_changed')->firstOrFail();

    Livewire::actingAs($admin)->test(Panel::class)
@@ -26,10 +28,11 @@ test('admin can toggle a notification on/off but cannot add, delete, or reassign
 });

 test('admin can edit the subject and body of a trigger\'s fixed template', function () {
-    $admin = adminUser();
+    $this->seed();
+    $admin = User::query()->withRole('admin')->firstOrFail();

-    // A bare migrated (unseeded) database has no email_templates rows yet, so
-    // ticket_created's binding is still null at this point — give it one.
+    // Repoint ticket_created's NotificationSetting at a template we control,
+    // instead of the real seeded one, so this test's assertions are its own.
    $template = EmailTemplate::query()->create(['key' => 'tpl-created-test', 'name' => 'Nowe', 'trigger_label' => 'x', 'subject' => 'S', 'body' => 'B']);
    $ticketCreated = NotificationSetting::query()->where('trigger_key', 'ticket_created')->firstOrFail();
    $ticketCreated->update(['email_template_id' => $template->id]);
@@ -50,7 +53,7 @@ test('admin can edit the subject and body of a trigger\'s fixed template', funct

 test('a disabled trigger sends no notification, an enabled one sends the assigned template with a working ticket link', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();

    $template = EmailTemplate::query()->create([
        'key' => 'tpl-new-test', 'name' => 'Nowe', 'trigger_label' => 'x',
--- a/src/tests/Feature/ExtendedNotificationTriggersTest.php
+++ b/src/tests/Feature/ExtendedNotificationTriggersTest.php
@@ -9,19 +9,21 @@ use App\Notifications\TicketNotification;
 use App\Services\TicketService;
 use Illuminate\Support\Facades\Notification;

-test('the 6 extended triggers exist and are disabled by default, alongside the 2 enabled originals', function () {
+test('the 10 notification triggers exist, with the customer-facing lifecycle ones (and the new-ticket-for-team one) enabled by default and the rest opt-in', function () {
+    $this->seed();
    $settings = NotificationSetting::query()->get()->keyBy('trigger_key');

    expect($settings->keys()->sort()->values()->all())->toBe([
        'assignee_changed', 'category_changed', 'operator_replied', 'priority_changed',
        'sla_breached', 'status_changed', 'team_changed', 'ticket_closed', 'ticket_created',
+        'ticket_created_team',
    ]);

-    foreach (['ticket_created', 'status_changed'] as $key) {
+    foreach (['ticket_created', 'status_changed', 'ticket_closed', 'operator_replied', 'ticket_created_team'] as $key) {
        expect($settings[$key]->enabled)->toBeTrue();
    }

-    foreach (['category_changed', 'assignee_changed', 'priority_changed', 'team_changed', 'ticket_closed', 'operator_replied', 'sla_breached'] as $key) {
+    foreach (['category_changed', 'assignee_changed', 'priority_changed', 'team_changed', 'sla_breached'] as $key) {
        expect($settings[$key]->enabled)->toBeFalse()
            ->and($settings[$key]->email_template_id)->not->toBeNull();
    }
@@ -29,7 +31,7 @@ test('the 6 extended triggers exist and are disabled by default, alongside the 2

 test('a disabled-by-default trigger sends nothing until an admin turns it on', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();
    $ticket = makeTicket();

    app(TicketService::class)->setPriority($ticket, 'high');
@@ -42,7 +44,7 @@ test('a disabled-by-default trigger sends nothing until an admin turns it on', f

 test('changing the assignee fires assignee_changed with the {operator} placeholder once enabled', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();
    NotificationSetting::query()->where('trigger_key', 'assignee_changed')->update(['enabled' => true]);

    $ticket = makeTicket();
@@ -57,7 +59,7 @@ test('changing the assignee fires assignee_changed with the {operator} placehold

 test('changing the team fires team_changed with the {zespol} placeholder once enabled', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();
    NotificationSetting::query()->where('trigger_key', 'team_changed')->update(['enabled' => true]);

    $ticket = makeTicket();
@@ -72,7 +74,7 @@ test('changing the team fires team_changed with the {zespol} placeholder once en

 test('changing the subcategory fires category_changed, but re-saving details without changing it does not', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();
    NotificationSetting::query()->where('trigger_key', 'category_changed')->update(['enabled' => true]);

    $category = Category::query()->create(['name' => 'IT-Pomoc']);
@@ -92,12 +94,12 @@ test('changing the subcategory fires category_changed, but re-saving details wit

 test('closing a ticket fires only ticket_closed, not status_changed, so it does not double-notify', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();
    NotificationSetting::query()->where('trigger_key', 'ticket_closed')->update(['enabled' => true]);

-    // status_changed ships enabled by default, but in a bare migrated (unseeded)
-    // database it has no template assigned yet — give it one so it would have
-    // something to send if it (wrongly) fired, isolating this test from seeding order.
+    // status_changed ships enabled by default — repoint it at a template we
+    // control so this test's "did it wrongly fire" assertion isn't tied to
+    // whatever content the real seeded template happens to have.
    $statusTemplate = EmailTemplate::query()->create([
        'key' => 'tpl-status-test', 'name' => 'Status', 'trigger_label' => 'x', 'subject' => 'S', 'body' => 'B',
    ]);
@@ -112,7 +114,7 @@ test('closing a ticket fires only ticket_closed, not status_changed, so it does

 test('a non-closing status change still fires status_changed as usual', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();

    $statusTemplate = EmailTemplate::query()->create([
        'key' => 'tpl-status-test-2', 'name' => 'Status', 'trigger_label' => 'x', 'subject' => 'S', 'body' => 'B',
@@ -128,7 +130,7 @@ test('a non-closing status change still fires status_changed as usual', function

 test('an operator reply fires operator_replied once enabled, independent of any status change', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();
    NotificationSetting::query()->where('trigger_key', 'operator_replied')->update(['enabled' => true]);
    $ticket = makeTicket();
    $operator = User::query()->create(['name' => 'Op', 'email' => 'op-reply@example.com', 'roles' => ['operator']]);
@@ -137,3 +139,48 @@ test('an operator reply fires operator_replied once enabled, independent of any

    Notification::assertSentOnDemandTimes(TicketNotification::class, 1);
 });
+
+test('every member of a team whose subcategory matches a new ticket gets notified once, no duplicates', function () {
+    Notification::fake();
+    $this->seed();
+
+    $category = Category::query()->create(['name' => 'IT-Pomoc']);
+    $sub = $category->subcategories()->create(['name' => 'VPN']);
+    $team = Team::query()->create(['name' => 'Zespół VPN']);
+    $team->subcategories()->attach($sub->id);
+    $memberA = User::query()->create(['name' => 'Ola', 'email' => 'team-notif-a@example.com', 'roles' => ['operator']]);
+    $memberB = User::query()->create(['name' => 'Jan', 'email' => 'team-notif-b@example.com', 'roles' => ['operator']]);
+    $team->members()->attach([$memberA->id, $memberB->id]);
+
+    app(TicketService::class)->create([
+        'email' => 'client-team-notif@example.com',
+        'subject' => 'Problem z VPN',
+        'body' => 'Nie mogę się połączyć.',
+        'subcategory_id' => $sub->id,
+    ], null);
+
+    Notification::assertSentTo($memberA, TicketNotification::class);
+    Notification::assertSentTo($memberB, TicketNotification::class);
+    // Plus one more: TicketService::create() also fires the pre-existing
+    // 'ticket_created' trigger, routed anonymously to the guest's e-mail
+    // since this ticket has no real customer account.
+    Notification::assertSentTimes(TicketNotification::class, 3);
+});
+
+test('a new ticket with no matching team notifies no operator', function () {
+    Notification::fake();
+    $this->seed();
+
+    $category = Category::query()->create(['name' => 'Bez zespołu']);
+    $sub = $category->subcategories()->create(['name' => 'Inne']);
+    $operator = User::query()->create(['name' => 'Niepowiązany', 'email' => 'unrelated-op@example.com', 'roles' => ['operator']]);
+
+    app(TicketService::class)->create([
+        'email' => 'client-no-team@example.com',
+        'subject' => 'Coś innego',
+        'body' => 'Treść.',
+        'subcategory_id' => $sub->id,
+    ], null);
+
+    Notification::assertNotSentTo($operator, TicketNotification::class);
+});
--- a/src/tests/Feature/ReplyQuickActionsTest.php
+++ b/src/tests/Feature/ReplyQuickActionsTest.php
@@ -6,6 +6,8 @@ use App\Models\ReplyQuickAction;
 use Livewire\Livewire;

 test('the 3 default reply quick actions exist out of the box, matching the old hardcoded menu', function () {
+    $this->seed();
+
    // "Wyślij i oznacz jako rozwiązane" used to point at the now-removed
    // "resolved" status (folded into "closed" — see the status restructure
    // migration), so it points at "closed" today, same as "Wyślij i zamknij".
@@ -72,7 +74,7 @@ test('admin can edit and delete a reply quick action', function () {
 });

 test('the operator ticket view lists the configured reply quick actions in the send menu', function () {
-    seedStatusesAndPriorities();
+    $this->seed();
    $operator = operatorUser('quickaction-view@example.com');
    $ticket = makeTicket(['number' => '1001']);

@@ -83,7 +85,7 @@ test('the operator ticket view lists the configured reply quick actions in the s
 });

 test('sending via a status-changing quick action updates the ticket status', function () {
-    seedStatusesAndPriorities();
+    $this->seed();
    $operator = operatorUser('quickaction-send@example.com');
    $ticket = makeTicket(['number' => '1001', 'status_key' => 'new']);
    $action = ReplyQuickAction::query()->where('label', 'Wyślij i oznacz jako rozwiązane')->firstOrFail();
--- a/src/tests/Feature/SlaBreachNotificationTest.php
+++ b/src/tests/Feature/SlaBreachNotificationTest.php
@@ -21,7 +21,7 @@ test('the SLA-breach check does nothing while its trigger is disabled (the defau

 test('an overdue ticket with an assigned operator gets notified once the trigger is enabled, and only once', function () {
    Notification::fake();
-    seedStatusesAndPriorities();
+    $this->seed();
    NotificationSetting::query()->where('trigger_key', 'sla_breached')->update(['enabled' => true]);

    $operator = User::query()->create(['name' => 'Ola Operator', 'email' => 'sla-op-2@example.com', 'roles' => ['operator']]);
@@ -29,15 +29,15 @@ test('an overdue ticket with an assigned operator gets notified once the trigger

    Artisan::call('tickets:check-sla-breaches');

-    Notification::assertSentOnDemand(
-        TicketNotification::class,
-        fn ($notification, $channels, $notifiable) => $notifiable->routes['mail'] === 'sla-op-2@example.com'
-    );
+    // $operator is a real persisted User (not a guest), so TicketService::notify()
+    // notifies it directly rather than routing anonymously — assertSentTo, not
+    // assertSentOnDemand (which only matches AnonymousNotifiable routing).
+    Notification::assertSentTo($operator, TicketNotification::class);
    expect($ticket->fresh()->sla_notified_at)->not->toBeNull();

    Artisan::call('tickets:check-sla-breaches');

-    Notification::assertSentOnDemandTimes(TicketNotification::class, 1);
+    Notification::assertSentTimes(TicketNotification::class, 1);
 });

 test('an overdue but unassigned ticket is never notified (nobody to send it to)', function () {
--- a/src/tests/Feature/SmokeTest.php
+++ b/src/tests/Feature/SmokeTest.php
@@ -8,11 +8,25 @@ use Livewire\Livewire;
 test('every page renders without error against fully seeded data', function () {
    $this->seed();

-    $client = User::query()->withRole('client')->firstOrFail();
-    $operator = User::query()->withRole('operator')->firstOrFail();
+    // DatabaseSeeder deliberately only seeds one admin fallback account and
+    // no ticket data (see README) — this test needs a client and an operator
+    // plus a ticket to exercise every page, so it creates its own on top of
+    // the seeded reference data (categories/teams/statuses/priorities/etc).
+    $client = User::query()->create(['name' => 'Smoke Client', 'email' => 'smoke-client@example.com', 'roles' => ['client']]);
+    $operator = User::query()->create(['name' => 'Smoke Operator', 'email' => 'smoke-operator@example.com', 'roles' => ['operator']]);
    $admin = User::query()->withRole('admin')->firstOrFail();
-    $clientTicket = Ticket::query()->where('customer_id', $client->id)->firstOrFail();
-    $anyTicket = Ticket::query()->firstOrFail();
+    $clientTicket = Ticket::query()->create([
+        'number' => '9001',
+        'customer_id' => $client->id,
+        'email' => $client->email,
+        'name' => $client->name,
+        'subject' => 'Smoke test subject',
+        'body' => 'Smoke test body',
+        'status_key' => 'new',
+        'priority_key' => 'high',
+        'custom_fields' => [],
+    ]);
+    $anyTicket = $clientTicket;

    $this->get('/')->assertOk()->assertSee('Jak możemy pomóc');
    $this->get('/login')->assertOk()->assertSee('Nowe zgłoszenie bez logowania');
--- a/src/tests/Feature/StatsCsatBreakdownTest.php
+++ b/src/tests/Feature/StatsCsatBreakdownTest.php
@@ -0,0 +1,48 @@
+<?php
+
+use App\Livewire\Operator\Stats;
+use App\Models\Team;
+use App\Models\User;
+use Livewire\Livewire;
+
+test('csatByTeam averages ratings per team and drops teams with no ratings', function () {
+    seedStatusesAndPriorities();
+    $admin = User::query()->create(['name' => 'Admin', 'email' => 'stats-admin@example.com', 'roles' => ['admin']]);
+
+    $teamA = Team::query()->create(['name' => 'Zespół A']);
+    $teamB = Team::query()->create(['name' => 'Zespół B']);
+    $teamC = Team::query()->create(['name' => 'Zespół C (bez ocen)']);
+
+    makeTicket(['number' => '2001', 'status_key' => 'closed', 'team_id' => $teamA->id, 'csat_rating' => 5]);
+    makeTicket(['number' => '2002', 'status_key' => 'closed', 'team_id' => $teamA->id, 'csat_rating' => 3]);
+    makeTicket(['number' => '2003', 'status_key' => 'closed', 'team_id' => $teamB->id, 'csat_rating' => 4]);
+    makeTicket(['number' => '2004', 'status_key' => 'closed', 'team_id' => $teamC->id, 'csat_rating' => null]);
+    makeTicket(['number' => '2005', 'status_key' => 'closed', 'team_id' => null, 'csat_rating' => 2]);
+
+    $rows = Livewire::actingAs($admin)->test(Stats::class)->instance()->csatByTeam;
+
+    expect($rows->firstWhere('label', 'Zespół A'))->toBe(['label' => 'Zespół A', 'avg' => 4.0, 'count' => 2])
+        ->and($rows->firstWhere('label', 'Zespół B'))->toBe(['label' => 'Zespół B', 'avg' => 4.0, 'count' => 1])
+        ->and($rows->firstWhere('label', 'Bez zespołu'))->toBe(['label' => 'Bez zespołu', 'avg' => 2.0, 'count' => 1])
+        ->and($rows->firstWhere('label', 'Zespół C (bez ocen)'))->toBeNull();
+});
+
+test('csatByAssignee averages ratings per operator and drops operators with no ratings', function () {
+    seedStatusesAndPriorities();
+    $admin = User::query()->create(['name' => 'Admin', 'email' => 'stats-admin-2@example.com', 'roles' => ['admin']]);
+    $opA = User::query()->create(['name' => 'Ola', 'email' => 'stats-op-a@example.com', 'roles' => ['operator']]);
+    $opB = User::query()->create(['name' => 'Jan', 'email' => 'stats-op-b@example.com', 'roles' => ['operator']]);
+    $opUnrated = User::query()->create(['name' => 'Bez ocen', 'email' => 'stats-op-c@example.com', 'roles' => ['operator']]);
+
+    makeTicket(['number' => '3001', 'status_key' => 'closed', 'assignee_id' => $opA->id, 'csat_rating' => 5]);
+    makeTicket(['number' => '3002', 'status_key' => 'closed', 'assignee_id' => $opA->id, 'csat_rating' => 1]);
+    makeTicket(['number' => '3003', 'status_key' => 'closed', 'assignee_id' => $opB->id, 'csat_rating' => 3]);
+    makeTicket(['number' => '3004', 'status_key' => 'closed', 'assignee_id' => null, 'csat_rating' => 4]);
+
+    $rows = Livewire::actingAs($admin)->test(Stats::class)->instance()->csatByAssignee;
+
+    expect($rows->firstWhere('label', 'Ola'))->toBe(['label' => 'Ola', 'avg' => 3.0, 'count' => 2])
+        ->and($rows->firstWhere('label', 'Jan'))->toBe(['label' => 'Jan', 'avg' => 3.0, 'count' => 1])
+        ->and($rows->firstWhere('label', 'Nieprzypisane'))->toBe(['label' => 'Nieprzypisane', 'avg' => 4.0, 'count' => 1])
+        ->and($rows->firstWhere('label', 'Bez ocen'))->toBeNull();
+});
--- a/src/tests/Feature/StatsCustomerBreakdownTest.php
+++ b/src/tests/Feature/StatsCustomerBreakdownTest.php
@@ -0,0 +1,44 @@
+<?php
+
+use App\Livewire\Operator\Stats;
+use App\Models\User;
+use Livewire\Livewire;
+
+test('byCustomer ranks registered clients by ticket volume and sums guest tickets into one bucket', function () {
+    seedStatusesAndPriorities();
+    $admin = User::query()->create(['name' => 'Admin', 'email' => 'stats-admin-cust@example.com', 'roles' => ['admin']]);
+    $clientA = User::query()->create(['name' => 'Klient A', 'email' => 'stats-client-a@example.com', 'roles' => ['client']]);
+    $clientB = User::query()->create(['name' => 'Klient B', 'email' => 'stats-client-b@example.com', 'roles' => ['client']]);
+
+    makeTicket(['number' => '5001', 'customer_id' => $clientA->id]);
+    makeTicket(['number' => '5002', 'customer_id' => $clientA->id]);
+    makeTicket(['number' => '5003', 'customer_id' => $clientB->id]);
+    makeTicket(['number' => '5004', 'customer_id' => null]);
+    makeTicket(['number' => '5005', 'customer_id' => null]);
+
+    $rows = Livewire::actingAs($admin)->test(Stats::class)->instance()->byCustomer;
+
+    expect($rows->firstWhere('label', 'Klient A'))->toBe(['label' => 'Klient A', 'count' => 2])
+        ->and($rows->firstWhere('label', 'Klient B'))->toBe(['label' => 'Klient B', 'count' => 1])
+        ->and($rows->firstWhere('label', 'Goście (bez konta)'))->toBe(['label' => 'Goście (bez konta)', 'count' => 2]);
+});
+
+test('byCustomer caps the ranking at the top 10 clients by volume', function () {
+    seedStatusesAndPriorities();
+    $admin = User::query()->create(['name' => 'Admin', 'email' => 'stats-admin-cust-2@example.com', 'roles' => ['admin']]);
+
+    $ticketNumber = 6000;
+
+    foreach (range(1, 12) as $i) {
+        $client = User::query()->create(['name' => "Klient {$i}", 'email' => "stats-client-{$i}@example.com", 'roles' => ['client']]);
+        // Give each client a distinct ticket count (12 down to 1) so ranking is deterministic.
+        foreach (range(1, 13 - $i) as $n) {
+            makeTicket(['number' => (string) $ticketNumber++, 'customer_id' => $client->id]);
+        }
+    }
+
+    $rows = Livewire::actingAs($admin)->test(Stats::class)->instance()->byCustomer;
+
+    expect($rows)->toHaveCount(10)
+        ->and($rows->first())->toBe(['label' => 'Klient 1', 'count' => 12]);
+});
--- a/src/tests/Feature/StatsCustomerSubcategoryMatrixTest.php
+++ b/src/tests/Feature/StatsCustomerSubcategoryMatrixTest.php
@@ -0,0 +1,81 @@
+<?php
+
+use App\Livewire\Operator\Stats;
+use App\Models\Category;
+use App\Models\User;
+use Livewire\Livewire;
+
+test('customerSubcategoryMatrix cross-tabs clients against their top subcategories', function () {
+    seedStatusesAndPriorities();
+    $admin = User::query()->create(['name' => 'Admin', 'email' => 'stats-admin-cust-matrix@example.com', 'roles' => ['admin']]);
+    $clientA = User::query()->create(['name' => 'Klient A', 'email' => 'stats-matrix-client-a@example.com', 'roles' => ['client']]);
+    $clientB = User::query()->create(['name' => 'Klient B', 'email' => 'stats-matrix-client-b@example.com', 'roles' => ['client']]);
+
+    $it = Category::query()->create(['name' => 'IT-Pomoc']);
+    $vpn = $it->subcategories()->create(['name' => 'VPN']);
+    $printers = $it->subcategories()->create(['name' => 'Drukarki']);
+
+    makeTicket(['number' => '9001', 'customer_id' => $clientA->id, 'subcategory_id' => $vpn->id]);
+    makeTicket(['number' => '9002', 'customer_id' => $clientA->id, 'subcategory_id' => $vpn->id]);
+    makeTicket(['number' => '9003', 'customer_id' => $clientA->id, 'subcategory_id' => $printers->id]);
+    makeTicket(['number' => '9004', 'customer_id' => $clientB->id, 'subcategory_id' => $printers->id]);
+    makeTicket(['number' => '9005', 'customer_id' => null, 'subcategory_id' => $vpn->id]);
+
+    $matrix = Livewire::actingAs($admin)->test(Stats::class)->instance()->customerSubcategoryMatrix;
+
+    expect($matrix['columns'])->toBe(['IT-Pomoc / VPN', 'IT-Pomoc / Drukarki'])
+        ->and($matrix['hasOther'])->toBeFalse();
+
+    $rowsByLabel = collect($matrix['rows'])->keyBy('label');
+
+    expect($rowsByLabel['Klient A'])->toBe(['label' => 'Klient A', 'cells' => [2, 1], 'other' => null, 'total' => 3])
+        ->and($rowsByLabel['Klient B'])->toBe(['label' => 'Klient B', 'cells' => [0, 1], 'other' => null, 'total' => 1]);
+});
+
+test('customerSubcategoryMatrix caps rows at top 10 clients and columns at top 5 subcategories, folding the rest into "Inne"', function () {
+    seedStatusesAndPriorities();
+    $admin = User::query()->create(['name' => 'Admin', 'email' => 'stats-admin-cust-matrix-2@example.com', 'roles' => ['admin']]);
+    $client = User::query()->create(['name' => 'Klient', 'email' => 'stats-matrix-client-c@example.com', 'roles' => ['client']]);
+
+    $category = Category::query()->create(['name' => 'Kategoria']);
+    $ticketNumber = 9100;
+
+    foreach (range(1, 7) as $i) {
+        $sub = $category->subcategories()->create(['name' => "Sub {$i}"]);
+        // Distinct volumes (7 down to 1) so which 5 make the cut is deterministic.
+        foreach (range(1, 8 - $i) as $n) {
+            makeTicket(['number' => (string) $ticketNumber++, 'customer_id' => $client->id, 'subcategory_id' => $sub->id]);
+        }
+    }
+
+    $matrix = Livewire::actingAs($admin)->test(Stats::class)->instance()->customerSubcategoryMatrix;
+
+    expect($matrix['columns'])->toBe(['Kategoria / Sub 1', 'Kategoria / Sub 2', 'Kategoria / Sub 3', 'Kategoria / Sub 4', 'Kategoria / Sub 5'])
+        ->and($matrix['hasOther'])->toBeTrue();
+
+    $row = $matrix['rows'][0];
+    expect($row['cells'])->toBe([7, 6, 5, 4, 3])
+        ->and($row['other'])->toBe(2 + 1)
+        ->and($row['total'])->toBe(7 + 6 + 5 + 4 + 3 + 2 + 1);
+});
+
+test('customerSubcategoryMatrix caps rows at the top 10 clients by volume', function () {
+    seedStatusesAndPriorities();
+    $admin = User::query()->create(['name' => 'Admin', 'email' => 'stats-admin-cust-matrix-3@example.com', 'roles' => ['admin']]);
+    $category = Category::query()->create(['name' => 'Kategoria']);
+    $sub = $category->subcategories()->create(['name' => 'Sub']);
+    $ticketNumber = 9200;
+
+    foreach (range(1, 12) as $i) {
+        $client = User::query()->create(['name' => "Klient {$i}", 'email' => "stats-matrix-client-{$i}@example.com", 'roles' => ['client']]);
+        foreach (range(1, 13 - $i) as $n) {
+            makeTicket(['number' => (string) $ticketNumber++, 'customer_id' => $client->id, 'subcategory_id' => $sub->id]);
+        }
+    }
+
+    $matrix = Livewire::actingAs($admin)->test(Stats::class)->instance()->customerSubcategoryMatrix;
+
+    expect($matrix['rows'])->toHaveCount(10)
+        ->and($matrix['rows'][0]['label'])->toBe('Klient 1')
+        ->and($matrix['rows'][0]['total'])->toBe(12);
+});
--- a/src/tests/Feature/StatsSubcategoryBreakdownTest.php
+++ b/src/tests/Feature/StatsSubcategoryBreakdownTest.php
@@ -0,0 +1,30 @@
+<?php
+
+use App\Livewire\Operator\Stats;
+use App\Models\Category;
+use App\Models\User;
+use Livewire\Livewire;
+
+test('bySubcategory groups tickets per subcategory, labeled "Category / Subcategory"', function () {
+    seedStatusesAndPriorities();
+    $admin = User::query()->create(['name' => 'Admin', 'email' => 'stats-admin-sub@example.com', 'roles' => ['admin']]);
+
+    $it = Category::query()->create(['name' => 'IT-Pomoc']);
+    $vpn = $it->subcategories()->create(['name' => 'VPN']);
+    $printers = $it->subcategories()->create(['name' => 'Drukarki']);
+    $orders = Category::query()->create(['name' => 'Zamówienia']);
+    $hardware = $orders->subcategories()->create(['name' => 'Sprzęt']);
+
+    makeTicket(['number' => '4001', 'subcategory_id' => $vpn->id]);
+    makeTicket(['number' => '4002', 'subcategory_id' => $vpn->id]);
+    makeTicket(['number' => '4003', 'subcategory_id' => $printers->id]);
+    makeTicket(['number' => '4004', 'subcategory_id' => $hardware->id]);
+    makeTicket(['number' => '4005', 'subcategory_id' => null]);
+
+    $rows = Livewire::actingAs($admin)->test(Stats::class)->instance()->bySubcategory;
+
+    expect($rows->firstWhere('label', 'IT-Pomoc / VPN'))->toBe(['label' => 'IT-Pomoc / VPN', 'count' => 2])
+        ->and($rows->firstWhere('label', 'IT-Pomoc / Drukarki'))->toBe(['label' => 'IT-Pomoc / Drukarki', 'count' => 1])
+        ->and($rows->firstWhere('label', 'Zamówienia / Sprzęt'))->toBe(['label' => 'Zamówienia / Sprzęt', 'count' => 1])
+        ->and($rows->count())->toBe(3);
+});
--- a/src/tests/TestCase.php
+++ b/src/tests/TestCase.php
@@ -2,6 +2,7 @@

 namespace Tests;

+use App\Models\Role;
 use App\Support\Settings;
 use Illuminate\Foundation\Testing\TestCase as BaseTestCase;

@@ -14,5 +15,15 @@ abstract class TestCase extends BaseTestCase
        // Settings caches statically for the lifetime of a (production) request;
        // reset it between tests since Pest reuses one process for the whole run.
        Settings::flush();
+
+        // User::roles is a virtual attribute backed by the roles/role_user
+        // pivot (see User::setAttribute()) — assigning a role by key only
+        // takes effect if a matching Role row already exists, so every test
+        // that creates a role-bearing user needs these seeded first. Mirrors
+        // DatabaseSeeder::seedRoles(); each test's transaction rolls this
+        // back, so it's re-seeded fresh before every test rather than once.
+        foreach (['client' => 'Klient', 'operator' => 'Operator', 'admin' => 'Administrator'] as $key => $label) {
+            Role::query()->firstOrCreate(['key' => $key], ['label' => $label]);
+        }
    }
 }
--- a/wiki/admin/README.md
+++ b/wiki/admin/README.md
@@ -55,6 +55,28 @@ zespołu i przypisanymi mu bezpośrednio).
  „Brak”). Naruszenia sprawdza cykliczne zadanie co 15 minut
  (`tickets:check-sla-breaches`) i może powiadomić operatora.

+## Automatyzacja SLA
+
+Reguły, które same zmieniają zgłoszenie po określonym czasie **ciszy ze strony
+klienta** (liczonym od ostatniej odpowiedzi klienta, a jeśli jeszcze nie
+odpowiedział — od utworzenia zgłoszenia). Każda reguła ma:
+
+- **Nazwę** i przełącznik **aktywna/nieaktywna**.
+- **Próg** w minutach.
+- Opcjonalne **zawężenie** — priorytet / kategoria (podkategoria) / zespół;
+  puste pole = dowolny. Wszystkie warunki muszą być spełnione naraz.
+- **Akcję** — zmień priorytet / status / zespół / przypisanego operatora, oraz
+  wartość docelową.
+
+Reguły sprawdza cykliczne zadanie co 15 minut (`automation:run-rules`, razem z
+`tickets:check-sla-breaches`). Akcja korzysta z tych samych mechanizmów co
+ręczna zmiana przez operatora — dostaje wpis w historii zgłoszenia (z dopiskiem
+„Automatyzacja: nazwa reguły”), wysyła standardowe powiadomienie dla tej zmiany
+i pojawia się na żywo w kolejce/widoku zgłoszenia. Reguła nie powtarza się dla
+tego samego zgłoszenia, dopóki klient znów nie napisze albo zgłoszenie nie
+zostanie zamknięte i otwarte ponownie — więc bezpiecznie zostawić kilka
+aktywnych reguł naraz, bez ryzyka zapętlenia się co 15 minut.
+
 ## Szybkie akcje odpowiedzi

 Przyciski w widoku zgłoszenia operatora, które **wysyłają odpowiedź i od razu
@@ -80,14 +102,18 @@ więcej informacji”, „Restart usuwa problem”.
  „Resetuj” do wartości domyślnej); sam layout nie jest edytowalny z poziomu UI.
 - **Powiadomienia** — lista zdarzeń (zgłoszenie utworzone, zmiana statusu/
  kategorii/priorytetu/zespołu/przypisania, zgłoszenie zamknięte, operator
-  odpowiedział, SLA przekroczone) — każde ma przełącznik włącz/wyłącz, odbiorcę
-  (klient / operator) i przypisany szablon. Usunięcie przypisanego szablonu po
-  prostu wyłącza wysyłkę tego powiadomienia, dopóki ktoś nie wybierze nowego.
-  „Zmiana statusu” i „zgłoszenie zamknięte” się wzajemnie wykluczają dla tej
-  samej zmiany — zamknięcie zgłoszenia wysyła wyłącznie powiadomienie
-  „zgłoszenie zamknięte”, żeby nie dublować maila. **Ten sam przełącznik
-  kontroluje zarówno e-mail, jak i powiadomienie w dzwoneczku w aplikacji** —
-  nie ma osobnego ustawienia dla powiadomień w apce.
+  odpowiedział, SLA przekroczone, **nowe zgłoszenie w zespole**) — każde ma
+  przełącznik włącz/wyłącz, odbiorcę (klient / operator) i przypisany szablon.
+  Usunięcie przypisanego szablonu po prostu wyłącza wysyłkę tego powiadomienia,
+  dopóki ktoś nie wybierze nowego. „Zmiana statusu” i „zgłoszenie zamknięte” się
+  wzajemnie wykluczają dla tej samej zmiany — zamknięcie zgłoszenia wysyła
+  wyłącznie powiadomienie „zgłoszenie zamknięte”, żeby nie dublować maila.
+  „Nowe zgłoszenie w zespole” (domyślnie włączone) trafia do **każdego**
+  operatora w zespole, którego podkategorie pasują do nowego zgłoszenia, nie
+  tylko do jednej przypisanej osoby. **Ten sam przełącznik kontroluje zarówno
+  e-mail, jak i powiadomienie w dzwoneczku w aplikacji** — nie ma osobnego
+  ustawienia dla powiadomień w apce, a dzwoneczek pokazuje tylko nieprzeczytane
+  (znikają po kliknięciu/oznaczeniu).

 ## Wygląd / Branding

--- a/wiki/client/README.md
+++ b/wiki/client/README.md
@@ -3,7 +3,8 @@
 Panel klienta (`/client`) służy do zgłaszania problemów/próśb i śledzenia ich
 rozwiązania. Po zalogowaniu każde konto domyślnie ląduje właśnie tutaj — nawet jeśli
 posiada też uprawnienia operatora lub administratora (przełączysz się przez menu
-profilu w prawym górnym rogu).
+profilu w prawym górnym rogu). Dzwoneczek powiadomień w górnym pasku pokazuje
+tylko **nieprzeczytane** powiadomienia — kliknięcie usuwa je z listy.

 ## Zgłaszanie nowej sprawy

@@ -41,10 +42,20 @@ odpowiedzi w wątku).

 Otwórz dowolne zgłoszenie, by zobaczyć:

- aktualny **status** i **priorytet**,
+- aktualny **status** i **priorytet**, oraz **przypisanego operatora** i
+  **zespół**, który obsługuje sprawę,
 - pełną **historię wiadomości** (Twoje i operatora — notatki wewnętrzne operatora
  nie są widoczne dla klienta); załączone obrazy pokazują się jako miniatury,
- **SLA** — orientacyjny czas do rozwiązania wg priorytetu sprawy.
+- **historię zmian** — log statusu/priorytetu/zespołu/przypisania z datą,
+- **SLA** — orientacyjny czas do rozwiązania wg priorytetu sprawy,
+- jeśli administrator włączył integrację z bazą wiedzy — panel z artykułami
+  dopasowanymi do kategorii/podkategorii sprawy (te same podpowiedzi, co przy
+  tworzeniu zgłoszenia).
+
+Wszystko na tej stronie aktualizuje się **na żywo** — jeśli operator odpowie
+albo zmieni status/przypisanie, zobaczysz to bez odświeżania strony. Mały
+licznik przy przycisku „Wróć do listy” to niezależny, okresowy fallback (co
+ok. 30 s), na wypadek gdyby połączenie w tle się zerwało.

 ## Odpowiadanie

--- a/wiki/operator/README.md
+++ b/wiki/operator/README.md
@@ -6,9 +6,10 @@ odpowiadanie, zmiana statusu/priorytetu/przypisania oraz statystyki zespołu.
 Domyślnie każde konto ląduje po zalogowaniu w panelu Klienta; przełącz się do
 panelu Operatora przez menu profilu (prawy górny róg), jeśli konto ma tę rolę.
 Dzwoneczek powiadomień w górnym pasku (widoczny we wszystkich panelach) pokazuje
-zdarzenia na Twoich zgłoszeniach na bieżąco, bez odświeżania strony.
+Twoje **nieprzeczytane** powiadomienia — kliknięcie (albo „Oznacz wszystkie jako
+przeczytane”) usuwa je z listy.

-## Kolejka zgłoszeń
+## Kolejka zgłoszeń — aktualizacje na żywo

 Panel główny (`/operator`) pokazuje listę zgłoszeń z zakładkami po lewej stronie:

@@ -37,8 +38,20 @@ swoje.
 zaznaczone staje się główne, reszta trafia do niego jako wiadomości i zostaje
 zamknięta) albo **usunąć**.

+Kolejka aktualizuje się **na żywo** — nowe zgłoszenie, zmiana statusu/priorytetu/
+przypisania czy nowa odpowiedź pojawiają się bez odświeżania strony. Obok
+przycisku „Kolumny” widać mały licznik odliczający do zera — to niezależny od
+połączenia na żywo, okresowy fallback (co ok. 60 s), na wypadek gdyby
+połączenie sieciowe w tle się zerwało.
+
 ## Praca ze zgłoszeniem

+Widok zgłoszenia też aktualizuje się na żywo — nowa wiadomość klienta pojawia
+się od razu (bez odświeżania), podobnie jak zmiana statusu/priorytetu/zespołu
+zrobiona przez innego operatora albo przez regułę automatyzacji SLA. Licznik
+przy przycisku „Wróć do listy” to taki sam fallbackowy zegar jak w kolejce
+(co ok. 30 s).
+
 W widoku pojedynczego zgłoszenia:

 - **Zmiana statusu / priorytetu / zespołu / przypisanego operatora** — z listy
@@ -65,7 +78,8 @@ W widoku pojedynczego zgłoszenia:
 - **Edycja danych zgłoszenia** — temat, opis, podkategoria, pola dodatkowe;
  zmiana kategorii może wysłać powiadomienie do klienta.
 - **Historia** — log każdej zmiany (status, priorytet, zespół, przypisanie) z
-  datą.
+  datą; wpis zaczynający się od „Automatyzacja: …” oznacza, że zmianę wykonała
+  reguła automatyzacji SLA (Admin > Automatyzacja SLA), nie operator ręcznie.

 ## Statystyki (`/operator/stats`)

@@ -94,15 +108,33 @@ zmianie filtra, bez przeładowania strony.
 Przycisk **„Eksportuj CSV"** pobiera listę zgłoszeń (jeden wiersz na zgłoszenie) z
 uwzględnieniem aktualnie wybranego zakresu dat i filtrów.

-**Wykresy** (paski poziome, kolor = ta sama identyfikacja co w kolejce dla statusu/
-priorytetu; najedź kursorem na pasek, by zobaczyć dokładną wartość):
+Reszta strony jest podzielona na sekcje:
+
+**Rozkład zgłoszeń** (paski poziome, kolor = ta sama identyfikacja co w kolejce
+dla statusu/priorytetu; najedź kursorem na pasek, by zobaczyć dokładną wartość):

 - Zgłoszenia wg statusu
 - Zgłoszenia wg priorytetu
 - Zgłoszenia wg kategorii
+- Zgłoszenia wg podkategorii
+
+**Obciążenie**:
+
 - Obciążenie zespołów
 - Obciążenie operatorów (ranking wg liczby przypisanych zgłoszeń)

+**Klienci**:
+
+- Najaktywniejsi klienci (Top 10 wg liczby zgłoszeń w wybranym okresie; osobny
+  wiersz „Goście (bez konta)” sumuje zgłoszenia bez zalogowanego klienta)
+- **Klienci wg podkategorii** — tabela krzyżowa: top 10 klientów × top 5
+  najczęstszych podkategorii w wybranym okresie, reszta podkategorii zbiorczo w
+  kolumnie „Inne”.
+
+**Ocena obsługi (CSAT)** — średnia ocena (X.XX / 5) wg zespołu i wg operatora;
+zespół/operator bez żadnej oceny w wybranym okresie po prostu nie pojawia się
+na liście.
+
 **Trend** — dzienny wykres słupkowy „Nowe zgłoszenia” i „Zamknięte zgłoszenia”
 obok siebie (maks. ostatnie 60 dni wybranego zakresu, żeby słupki pozostały
 czytelne przy długich okresach).