v1.1.4

- Configurable ticket numbering (Admin > Konfiguracja > Ogólne): admin-set
  prefix and minimum zero-padded length for the ticket number.
- "Ukryj kolejność zgłoszeń": an opt-in mode that displays a stable,
  HMAC-derived checksum instead of the sequential ticket number, so it gives
  no indication of ticket volume or creation order. Ticket URLs switch to
  the same checksum when this is on, so a link and the number on the page it
  points to always match. The REST API is unaffected — pinned to `id`
  regardless of this setting. Search now also matches by checksum.
- Fixed: attachments no longer show an inline image thumbnail in the
  message thread — every attachment (images included) shows as just its
  filename, opening in a new tab on click.
- Docs: README/ARCHITECTURE/wiki updated for all of the above.

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

ARCHITECTURE.md

@@ -63,13 +63,59 @@ queue + unassigned + anything assigned to them, an admin sees everything), and
 work-timer tracking (`timerElapsedSeconds()`). Keep ticket-shaped logic here
 rather than spreading it across Livewire components.
 
+## Ticket numbering & URLs
+
+A ticket carries three distinct identifiers, each with a different job:
+
+- **`id`** — the DB primary key. Never shown to users; the REST API
+  (`routes/api.php`) is deliberately pinned to it (`{ticket:id}` explicit
+  binding on every `{ticket}` route) so external integrations have a stable
+  contract regardless of the numbering settings below.
+- **`number`** — a plain sequential string (`Ticket::nextNumber()`, max+1
+  starting at 1001), unique but otherwise unremarkable. Backs `scopeSearch()`
+  and the numeric sort in `Operator/Queue.php` regardless of display mode.
+- **`checksum`** — a 6-digit HMAC-derived value (salted with `app.key`,
+  keyed off `id`), assigned once in a `Ticket::booted()` `created` listener
+  and never changed afterward. Collisions are handled for real, not just
+  assumed away: `Ticket::generateUniqueChecksum()` walks a nonce forward
+  until the candidate is free (checked against the DB), and the column has a
+  `unique()` constraint as a hard backstop.
+
+`Ticket::displayNumber()`/`formattedNumber()` pick between `number` (zero-padded
+to `Settings::get('ticket_number_min_length')`) and `checksum` based on
+`Settings::bool('ticket_number_obfuscate')` — the "Ukryj kolejność zgłoszeń"
+toggle in Admin > Konfiguracja. `Ticket` also overrides `getRouteKey()` and
+`resolveRouteBinding()` to mirror that same choice, so **the web routes**
+(`routes/web.php`, all plain `{ticket}` implicit bindings — no explicit field)
+resolve and generate URLs against whichever column is currently the display
+number: flip the setting and both the visible number *and* every link
+(`route('client.ticket', $ticket)` etc.) switch together, and a bookmarked URL
+built under the old mode stops resolving. This is why the API routes need the
+explicit `{ticket:id}` override — without it, the same global `getRouteKey()`
+change would silently start requiring `number`/`checksum` in API path params
+too, breaking the documented `integer` "Ticket id" contract.
+
+The `{numer}` placeholder available in admin-editable e-mail templates
+(Admin > Szablony e-mail / Wyzwalacze) resolves to `formattedNumber()`
+*without* `displayNumber()`'s prefix — those templates already hardcode their
+own `#{numer}`, so adding the prefix there too would double it up or clash
+with a non-default prefix.
+
 ## Roles & permissions
 
-Roles are a plain array on the user (`$user->roles`), not a separate pivot-backed
+`$user->roles` reads/writes as a plain array (`['client', 'operator']`), but
-package — checked via `EnsureRole` at the route level. Every account gets
+it's a **virtual attribute** (`User::getAttribute()`/`setAttribute()`
-`client` by default (`App\Ldap\Handlers\AssignDefaultRole` for LDAP-provisioned
+overrides) backed by a real `roles` lookup table + `role_user` pivot, not an
-accounts); staff switch areas via the header role switcher, but always land on
+actual column — assigning `'roles' => [...]` on create/update stashes the keys
-`/client` first after login.
+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
 
@@ -91,7 +137,8 @@ attributes.
 `App\Support\Settings` (`app/Support/Settings.php`) is a cached key/value reader
 over the `settings` table, with hardcoded defaults for every key (company name,
 LDAP/SMTP connection details, attachment limits, session lifetime, timezone,
-branding/email HTML, etc.). Admin > Konfiguracja writes to this table, and
+branding/email HTML, etc.). Admin > Konfiguracja (general/attachments/session),
+E-MAIL (SMTP) and Integracje (LDAP, BookStack) all write to this same table, and
 `AppServiceProvider::boot()` re-applies the relevant subset of it over
 `config()` on every request — meaning **`Setting` rows win over `.env`** for
 LDAP, mail, session lifetime and timezone once they're non-empty. This is by
@@ -118,6 +165,86 @@ 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.
+
+A third private channel, **`App.Models.User.{id}`** (Laravel's default
+per-notifiable convention, kept verbatim rather than a shorter alias),
+carries realtime bell delivery: `AppServiceProvider::broadcastBellNotifications()`
+listens for the framework's own `NotificationSent` event, and — only for the
+`database` channel of a `TicketNotification` — dispatches `NotificationCreated`
+on the recipient's own channel. This is a single choke point rather than
+threading a broadcast call into every `TicketService` notification call site
+(including the Trigger engine's `send_notification` action, below).
+`resources/js/echo.js` bridges it into a `bell-notification-received` Livewire
+event (refreshing `NotificationBell` instantly) and, if the viewer opted in via
+the toggle on `/settings/notifications`, also raises a native in-tab
+`Notification` popup — no service worker or push subscription, so this only
+fires while the tab is open, same limitation as the other Echo listeners here.
+
 ## SLA
 
 `SlaRule` holds per-priority response/resolution targets in minutes. The
@@ -127,6 +254,28 @@ 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

CHANGELOG.md

@@ -3,6 +3,160 @@
 All notable changes to this project are documented in this file. Format loosely
 follows [Keep a Changelog](https://keepachangelog.com/en/1.1.0/).
 
+## [1.1.4] - 2026-07-23
+
+### Added
+
+- **Configurable ticket numbering** (Admin > Konfiguracja > Ogólne) — an
+  admin-set prefix (default `#`) and a minimum zero-padded length for the
+  ticket number.
+- **"Ukryj kolejność zgłoszeń"** — an opt-in mode that displays a stable,
+  HMAC-derived checksum instead of the sequential ticket number, so the
+  number shown gives no indication of ticket volume or creation order. Every
+  ticket gets its checksum assigned once, on creation, guaranteed unique.
+  When this mode is on, ticket URLs switch to the same checksum too (custom
+  `Ticket::getRouteKey()`/`resolveRouteBinding()`), so a link and the number
+  on the page it points to always match — and a URL built under the other
+  mode stops resolving. The REST API is unaffected; it's pinned to `id`
+  regardless of this setting. Search (queue/dashboard) now also matches
+  against the checksum. A live preview against a real ticket from the
+  database shows exactly how the number will look before saving.
+
+### Changed
+
+- **Attachments**: dropped the inline image thumbnail preview in the message
+  thread — every attachment (images included) now shows as just its
+  filename, opening in a new tab on click, consistent with how non-image
+  attachments already worked.
+
+## [1.1.3] - 2026-07-22
+
+### Added
+
+- **Triggers** (Admin > Wyzwalacze) — event-driven business rules that fire
+  immediately on a ticket lifecycle event (created, any field updated, status/
+  priority/assignee/team/category changed, new public reply). AND-combined
+  conditions gate a sequence of ordered actions (set status/priority/team/
+  assignee, or send an e-mail). Ships with its own dedicated, freely
+  add/edit/delete-able trigger e-mail templates — kept separate from the
+  fixed, per-event system templates, which stay exactly as fixed as before.
+  Complements the time-based SLA automation rules rather than replacing them,
+  guarded against runaway loops (a depth limit plus a same-value no-op check).
+- **Ticket watching** — operators can star/"Obserwuj" any ticket to follow it
+  regardless of assignment or team.
+- **Real-time notification bell** — the bell now updates the instant a
+  notification is created (broadcast on a new private per-user channel),
+  with the existing 30s poll kept as a fallback for a dropped websocket.
+  Optionally also raises a native in-tab browser push notification.
+- **Per-user notification preferences** (`/settings/notifications`) — each
+  operator/admin chooses, per event category (new ticket, ticket update,
+  escalation), which scope of tickets (mine, unassigned, watched, all)
+  notifies them via the bell and whether that also sends an e-mail, plus an
+  opt-in toggle for the browser push notifications above.
+- **Admin > Integracje** — new tab hosting LDAP/AD and BookStack
+  configuration, split out of Konfiguracja so that tab is just general
+  system settings (attachments, session, timezone).
+- Operator queue: three more optional columns (off by default, toggle via
+  "Kolumny") — Podkategoria, Zespół, Utworzono.
+
+### Changed
+
+- The "Obserwuj" button on the operator ticket view moved next to the
+  auto-refresh countdown badge, both now grouped on the right.
+- `/settings/notifications`: added a "← Wróć" link back to the operator/admin
+  area, the browser-push card now spans the full page width, and the
+  preferences table sits in a bordered card like the rest of the app.
+- Trigger conditions on Podkategoria/Zgłaszający now show a name dropdown
+  instead of a raw ID field.
+- The admin panel's active tab and the operator queue's active view now
+  persist across a plain page refresh (bound to the URL query string), so
+  reloading no longer bounces back to the first tab.
+
+## [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

Dockerfile

@@ -8,7 +8,7 @@ RUN apt-get update && apt-get install -y \
     unzip \
     git \
     libldap2-dev \
-    && docker-php-ext-install curl mysqli pdo pdo_mysql ldap zip
+    && docker-php-ext-install curl mysqli pdo pdo_mysql ldap zip pcntl posix
 
 # Kopiowanie Composera z oficjalnego obrazu
 COPY --from=composer:latest /usr/bin/composer /usr/bin/composer

README.md

@@ -13,7 +13,7 @@ The app has three areas, gated by role (a user can hold more than one at once):
 |---|---|---|---|
 | Client | `/client` | `client` | Submit tickets, track status, reply, see resolution |
 | Operator | `/operator` | `operator` | Work the ticket queue, reply/resolve, see team statistics |
-| Admin | `/admin` | `admin` | Configure categories, users, teams, SLA, templates, branding, LDAP/SMTP |
+| Admin | `/admin` | `admin` | Configure categories, users, teams, SLA, templates, triggers, branding, LDAP/SMTP/BookStack |
 
 Every account gets the `client` role by default (see `AssignDefaultRole` for LDAP-provisioned
 accounts), and always lands on `/client` first after login regardless of what other
@@ -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.
@@ -41,15 +53,35 @@ 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,
+  team, priority, category, assignee) organized into sections: KPI tiles (volume,
-  average first-response/resolution time) and breakdowns by status, priority,
+  SLA breach rate, average first-response/resolution time, CSAT); breakdowns by
-  category, team and operator workload, plus a daily created-vs-closed trend.
+  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
+  e-mail layout/footer, SMTP connection (Admin > E-MAIL), attachment limits,
-  limits, session lifetime, timezone — all editable from Admin > Konfiguracja.
+  session lifetime, timezone (Admin > Konfiguracja), and LDAP connection + user
+  sync + BookStack (Admin > Integracje).
 - **LDAP auth** — logins bind against an LDAP/LLDAP directory (`config/auth.php`,
   `config/ldap.php`); local accounts (e.g. the emergency `admin` account) fall back
   to e-mail + local password when the LDAP bind doesn't match.
+- **Triggers** (Admin > Wyzwalacze) — event-driven business rules that fire
+  immediately on a ticket lifecycle event (created, any field updated, status/
+  priority/assignee/team/category changed, new public reply): AND-combined
+  conditions gate a sequence of actions (set status/priority/team/assignee, or
+  send an e-mail using a dedicated set of freely add/edit/delete-able trigger
+  e-mail templates, kept separate from the fixed per-event system templates).
+  Complements the time-based SLA automation rules above rather than replacing
+  them.
+- **Ticket watching** — operators can star/"Obserwuj" any ticket to follow it
+  regardless of assignment/team, which feeds the "Obserwowane zgłoszenia" scope
+  in their notification preferences.
+- **Per-user notification preferences** (`/settings/notifications`) — each
+  operator/admin chooses, per event category (new ticket, ticket update,
+  escalation), which scope of tickets (mine, unassigned, watched, all) notifies
+  them via the in-app bell, and whether that also sends an e-mail; plus an
+  opt-in toggle for native in-tab browser push notifications.
 - **REST API** (`/api/v1/...`, Sanctum token auth, ability-scoped: `tickets:read`,
   `tickets:write`, `dictionaries:read`, `users:read`) for tickets/messages/users/
   categories/statuses/priorities/teams — issued via admin-managed API clients.
@@ -57,9 +89,22 @@ 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
-- **Attachments** — drag-and-drop upload (in addition to the file picker) and
+  unread notifications only — reading one removes it from the list. Updates
-  inline image thumbnails in the message thread instead of a plain download link.
+  live over WebSockets the moment a notification is created (with a 30s
+  fallback poll), and can optionally raise a native browser push notification
+  while the tab is open (see per-user notification preferences above).
+  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); every
+  attachment shows in the message thread as just its filename, opening in a new
+  tab on click (no inline image preview).
+- **Configurable ticket numbering** (Admin > Konfiguracja) — a custom prefix and
+  minimum zero-padded length for the ticket number, plus an optional "hide
+  ticket order" mode that displays a stable per-ticket checksum instead of the
+  sequential number. When enabled, ticket URLs switch to the same checksum too,
+  so the number in the link always matches the one on the page; the REST API is
+  unaffected and always addresses tickets by `id`.
 - **Customer satisfaction (CSAT)** — clients rate a ticket 1–5 stars (+ optional
   comment) once it's closed; average/response-rate surfaced as a KPI on the
   operator stats dashboard, with a link in the "ticket closed" e-mail.
@@ -73,29 +118,34 @@ 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 >
+  both operators and clients (with a copy-link button for operators). Loads in
-  Konfiguracja: connection + API token, optional SSL-verification bypass for
+  after the page's first paint rather than blocking it. Configured entirely
-  self-signed instances, page/book search-type filter, and two independent
+  from Admin > Integracje: connection + API token, optional SSL-verification
-  per-shelf allow-lists (nothing is searched until an admin opts specific
+  bypass for self-signed instances, page/book search-type filter, and two
-  shelves in, separately for ticket-creation suggestions vs. the operator
+  independent per-shelf allow-lists (nothing is searched until an admin opts
-  sidebar).
+  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
+  no image rebuild needed for PHP/Blade/route changes) + `mariadb` + `reverb`
-  Traefik with a private-CA TLS cert. The `servicedesk` image itself is built and
+  (same image, `php artisan reverb:start`), fronted by Traefik with a private-CA
-  pushed by Gitea Actions (`.gitea/workflows/build.yml`) to the Gitea container
+  TLS cert (the websocket path is routed to `reverb` by a higher-priority
-  registry whenever `Dockerfile` changes — `compose.yaml` just pulls a tag, it
+  Traefik rule; everything else goes to `servicedesk`). The `servicedesk` image
-  never builds locally.
+  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 +178,18 @@ 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

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=1.1.3                                   # 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=1.1.3
 
 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

src/.env.example

@@ -1,11 +1,11 @@
 APP_NAME=Laravel
 APP_ENV=local
 APP_KEY=
-APP_DEBUG=true
+APP_DEBUG=false
 APP_URL=http://localhost
 
 AUTHOR_CONTACT=helpdesk@kzbikowski.pl
-VERSION=1.1.0
+VERSION=1.1.4
 
 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=
 

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(),
+        ]);
+    }
+}

src/app/Events/NotificationCreated.php

@@ -0,0 +1,47 @@
+<?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 once per database (bell) notification actually created for a real
+ * user — see the NotificationSent listener in AppServiceProvider::boot(),
+ * which is the single choke point that dispatches this regardless of which
+ * of the several TicketService call sites created the underlying
+ * notification. Drives both the realtime bell badge (NotificationBell) and,
+ * when the viewing browser has granted permission, an in-tab
+ * `Notification` API popup.
+ */
+class NotificationCreated implements ShouldBroadcastNow
+{
+    use Dispatchable, InteractsWithSockets;
+
+    public function __construct(
+        public int $userId,
+        public string $notificationId,
+        public string $message,
+        public string $url,
+    ) {}
+
+    /**
+     * @return array<int, Channel>
+     */
+    public function broadcastOn(): array
+    {
+        return [new PrivateChannel('App.Models.User.'.$this->userId)];
+    }
+
+    public function broadcastWith(): array
+    {
+        return [
+            'notificationId' => $this->notificationId,
+            'message' => $this->message,
+            'url' => $this->url,
+        ];
+    }
+}

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,
+        ];
+    }
+}

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,
+        ];
+    }
+}

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;
@@ -13,6 +14,7 @@ use App\Models\SlaRule;
 use App\Models\Status;
 use App\Models\Subcategory;
 use App\Models\Team;
+use App\Models\Ticket;
 use App\Models\User;
 use App\Models\UserField;
 use App\Services\BookStackClient;
@@ -25,6 +27,7 @@ use Illuminate\Support\Facades\Mail;
 use Illuminate\Support\Facades\Storage;
 use LdapRecord\Connection;
 use Livewire\Attributes\Computed;
+use Livewire\Attributes\Url;
 use Livewire\Component;
 use Livewire\WithFileUploads;
 
@@ -32,6 +35,7 @@ class Panel extends Component
 {
     use WithFileUploads;
 
+    #[Url]
     public string $tab = 'categories';
 
     // ---- categories ----
@@ -100,6 +104,15 @@ 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;
 
@@ -169,6 +182,9 @@ class Panel extends Component
             'attachmentAllowedTypes' => Settings::get('attachment_allowed_types'),
             'sessionLifetimeMinutes' => Settings::get('session_lifetime_minutes'),
             'timezone' => Settings::timezone(),
+            'ticketNumberPrefix' => Settings::get('ticket_number_prefix'),
+            'ticketNumberObfuscate' => Settings::bool('ticket_number_obfuscate'),
+            'ticketNumberMinLength' => Settings::get('ticket_number_min_length'),
         ];
 
         $this->ldapConfig = [
@@ -854,6 +870,96 @@ 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]
@@ -1255,6 +1361,33 @@ class Panel extends Component
         if (in_array($this->systemConfig['timezone'], \DateTimeZone::listIdentifiers(), true)) {
             Settings::set('timezone', $this->systemConfig['timezone']);
         }
+
+        Settings::set('ticket_number_prefix', trim((string) $this->systemConfig['ticketNumberPrefix']));
+        Settings::set('ticket_number_obfuscate', $this->systemConfig['ticketNumberObfuscate'] ? '1' : '0');
+        Settings::set('ticket_number_min_length', (string) max(1, (int) $this->systemConfig['ticketNumberMinLength']));
+    }
+
+    /**
+     * Live preview for the "Numeracja zgłoszeń" settings — renders a real
+     * ticket's id/number against the form's current (not-yet-saved) values,
+     * so the admin sees exactly how numbers will look before hitting Zapisz.
+     */
+    #[Computed]
+    public function ticketNumberPreview(): array
+    {
+        $ticket = Ticket::query()->latest('id')->first();
+        $id = $ticket->id ?? 1;
+        $raw = $ticket->number ?? '1001';
+        $checksum = $ticket->checksum ?? Ticket::generateUniqueChecksum($id);
+        $obfuscate = (bool) ($this->systemConfig['ticketNumberObfuscate'] ?? false);
+        $minLength = max(1, (int) ($this->systemConfig['ticketNumberMinLength'] ?? 4));
+
+        $number = $obfuscate ? $checksum : str_pad($raw, $minLength, '0', STR_PAD_LEFT);
+
+        return [
+            'id' => $id,
+            'formatted' => trim((string) ($this->systemConfig['ticketNumberPrefix'] ?? '')).$number,
+        ];
     }
 
     // ===================== LDAP CONFIG =====================
@@ -1491,10 +1624,11 @@ class Panel extends Component
             'user-field' => UserField::query()->find($this->pendingDeleteId)?->delete(),
             'reply-quick-action' => ReplyQuickAction::query()->find($this->pendingDeleteId)?->delete(),
             'response-template' => ResponseTemplate::query()->find($this->pendingDeleteId)?->delete(),
+            'automation-rule' => AutomationRule::query()->find($this->pendingDeleteId)?->delete(),
             default => null,
         };
 
-        unset($this->categories, $this->customFields, $this->statuses, $this->priorities, $this->teams, $this->users, $this->userFields, $this->replyQuickActions, $this->responseTemplates, $this->notificationSettings);
+        unset($this->categories, $this->customFields, $this->statuses, $this->priorities, $this->teams, $this->users, $this->userFields, $this->replyQuickActions, $this->responseTemplates, $this->notificationSettings, $this->automationRules);
 
         $this->cancelPendingDelete();
     }

src/app/Livewire/Admin/Triggers.php

@@ -0,0 +1,342 @@
+<?php
+
+namespace App\Livewire\Admin;
+
+use App\Models\Priority;
+use App\Models\Status;
+use App\Models\Subcategory;
+use App\Models\Team;
+use App\Models\Trigger;
+use App\Models\TriggerEmailTemplate;
+use App\Models\User;
+use Illuminate\Support\Collection;
+use Livewire\Attributes\Computed;
+use Livewire\Component;
+
+class Triggers extends Component
+{
+    public bool $formOpen = false;
+
+    public ?int $editingId = null;
+
+    public array $form = [
+        'name' => '',
+        'enabled' => true,
+        'event' => 'ticket_created',
+        'conditions' => [],
+        'actions' => [],
+    ];
+
+    public bool $templateFormOpen = false;
+
+    public ?int $editingTemplateId = null;
+
+    public array $templateForm = ['name' => '', 'subject' => '', 'body' => ''];
+
+    public static function eventLabels(): array
+    {
+        return [
+            'ticket_created' => 'Zgłoszenie utworzone',
+            'ticket_updated' => 'Zgłoszenie zaktualizowane (dowolne pole)',
+            'status_changed' => 'Zmiana statusu',
+            'priority_changed' => 'Zmiana priorytetu',
+            'assignee_changed' => 'Zmiana przypisanego operatora',
+            'team_changed' => 'Zmiana zespołu',
+            'category_changed' => 'Zmiana kategorii',
+            'comment_added' => 'Nowa wiadomość (publiczna)',
+        ];
+    }
+
+    public static function fieldLabels(): array
+    {
+        return [
+            'status_key' => 'Status',
+            'priority_key' => 'Priorytet',
+            'team_id' => 'Zespół',
+            'subcategory_id' => 'Podkategoria',
+            'assignee_id' => 'Operator przypisany',
+            'customer_id' => 'Zgłaszający',
+            'subject' => 'Temat',
+            'body' => 'Treść',
+        ];
+    }
+
+    public static function operatorLabels(): array
+    {
+        return [
+            'equals' => 'jest równe',
+            'not_equals' => 'jest różne od',
+            'is_empty' => 'jest puste',
+            'is_not_empty' => 'nie jest puste',
+            'contains' => 'zawiera',
+        ];
+    }
+
+    public static function actionTypeLabels(): array
+    {
+        return [
+            'set_status' => 'Ustaw status',
+            'set_priority' => 'Ustaw priorytet',
+            'set_team' => 'Ustaw zespół',
+            'set_assignee' => 'Ustaw operatora',
+            'send_notification' => 'Wyślij powiadomienie e-mail',
+        ];
+    }
+
+    #[Computed]
+    public function triggers(): Collection
+    {
+        return Trigger::query()->orderBy('sort_order')->get();
+    }
+
+    #[Computed]
+    public function statuses(): Collection
+    {
+        return Status::query()->orderBy('sort_order')->get();
+    }
+
+    #[Computed]
+    public function priorities(): Collection
+    {
+        return Priority::query()->orderBy('sort_order')->get();
+    }
+
+    #[Computed]
+    public function teams(): Collection
+    {
+        return Team::query()->orderBy('name')->get();
+    }
+
+    #[Computed]
+    public function operators(): Collection
+    {
+        return User::query()->whereHas('roleAssignments', fn ($q) => $q->whereIn('key', ['operator', 'admin']))->orderBy('name')->get();
+    }
+
+    #[Computed]
+    public function subcategories(): Collection
+    {
+        return Subcategory::query()->with('category')->get()
+            ->sortBy(fn (Subcategory $s) => $s->category->name.' / '.$s->name, SORT_NATURAL | SORT_FLAG_CASE)
+            ->values();
+    }
+
+    #[Computed]
+    public function customers(): Collection
+    {
+        return User::query()->whereHas('roleAssignments', fn ($q) => $q->where('key', 'client'))->orderBy('name')->get();
+    }
+
+    #[Computed]
+    public function emailTemplates(): Collection
+    {
+        return TriggerEmailTemplate::query()->orderBy('name')->get();
+    }
+
+    public function openForm(): void
+    {
+        $this->editingId = null;
+        $this->form = ['name' => '', 'enabled' => true, 'event' => 'ticket_created', 'conditions' => [], 'actions' => []];
+        $this->resetErrorBag();
+        $this->formOpen = true;
+    }
+
+    public function editTrigger(int $id): void
+    {
+        $trigger = Trigger::query()->findOrFail($id);
+
+        $this->editingId = $trigger->id;
+        $this->form = [
+            'name' => $trigger->name,
+            'enabled' => $trigger->enabled,
+            'event' => $trigger->event,
+            'conditions' => $trigger->conditions,
+            'actions' => $trigger->actions,
+        ];
+        $this->resetErrorBag();
+        $this->formOpen = true;
+    }
+
+    public function closeForm(): void
+    {
+        $this->formOpen = false;
+    }
+
+    public function addCondition(): void
+    {
+        $this->form['conditions'][] = ['field' => Trigger::CONDITION_FIELDS[0], 'operator' => 'equals', 'value' => ''];
+    }
+
+    public function removeCondition(int $index): void
+    {
+        unset($this->form['conditions'][$index]);
+        $this->form['conditions'] = array_values($this->form['conditions']);
+    }
+
+    public function addAction(): void
+    {
+        $this->form['actions'][] = ['type' => Trigger::ACTION_TYPES[0], 'value' => '', 'recipient' => 'client', 'email_template_id' => ''];
+    }
+
+    public function removeAction(int $index): void
+    {
+        unset($this->form['actions'][$index]);
+        $this->form['actions'] = array_values($this->form['actions']);
+    }
+
+    public function moveActionUp(int $index): void
+    {
+        $this->swapFormActions($index, $index - 1);
+    }
+
+    public function moveActionDown(int $index): void
+    {
+        $this->swapFormActions($index, $index + 1);
+    }
+
+    protected function swapFormActions(int $a, int $b): void
+    {
+        if ($b < 0 || $b >= count($this->form['actions'])) {
+            return;
+        }
+
+        [$this->form['actions'][$a], $this->form['actions'][$b]] = [$this->form['actions'][$b], $this->form['actions'][$a]];
+    }
+
+    public function submit(): void
+    {
+        $this->validate([
+            'form.name' => ['required', 'string', 'max:255'],
+            'form.event' => ['required', 'string', 'in:'.implode(',', Trigger::EVENTS)],
+            'form.conditions' => ['array'],
+            'form.conditions.*.field' => ['required', 'string', 'in:'.implode(',', Trigger::CONDITION_FIELDS)],
+            'form.conditions.*.operator' => ['required', 'string', 'in:'.implode(',', Trigger::CONDITION_OPERATORS)],
+            'form.actions' => ['required', 'array', 'min:1'],
+            'form.actions.*.type' => ['required', 'string', 'in:'.implode(',', Trigger::ACTION_TYPES)],
+        ]);
+
+        $data = [
+            'name' => $this->form['name'],
+            'enabled' => (bool) $this->form['enabled'],
+            'event' => $this->form['event'],
+            'conditions' => array_values($this->form['conditions']),
+            'actions' => array_values($this->form['actions']),
+        ];
+
+        if ($this->editingId) {
+            Trigger::query()->findOrFail($this->editingId)->update($data);
+        } else {
+            $data['sort_order'] = (Trigger::query()->max('sort_order') ?? 0) + 1;
+            Trigger::query()->create($data);
+        }
+
+        $this->formOpen = false;
+        unset($this->triggers);
+    }
+
+    public function toggleEnabled(int $id): void
+    {
+        $trigger = Trigger::query()->findOrFail($id);
+        $trigger->update(['enabled' => ! $trigger->enabled]);
+        unset($this->triggers);
+    }
+
+    public function removeTrigger(int $id): void
+    {
+        Trigger::query()->findOrFail($id)->delete();
+        unset($this->triggers);
+    }
+
+    public function moveUp(int $id): void
+    {
+        $this->swapAdjacentSortOrder($id, -1);
+    }
+
+    public function moveDown(int $id): void
+    {
+        $this->swapAdjacentSortOrder($id, 1);
+    }
+
+    protected function swapAdjacentSortOrder(int $id, int $direction): void
+    {
+        $ordered = $this->triggers;
+        $index = $ordered->search(fn ($row) => $row->id === $id);
+        $swapIndex = $index + $direction;
+
+        if ($index === false || $swapIndex < 0 || $swapIndex >= $ordered->count()) {
+            return;
+        }
+
+        $row = $ordered[$index];
+        $neighbor = $ordered[$swapIndex];
+
+        [$rowOrder, $neighborOrder] = [$row->sort_order, $neighbor->sort_order];
+        $row->update(['sort_order' => $neighborOrder]);
+        $neighbor->update(['sort_order' => $rowOrder]);
+
+        unset($this->triggers);
+    }
+
+    // ===================== TEMPLATES (wyzwalaczy) =====================
+
+    public function openTemplateForm(): void
+    {
+        $this->editingTemplateId = null;
+        $this->templateForm = ['name' => '', 'subject' => '', 'body' => ''];
+        $this->resetErrorBag();
+        $this->templateFormOpen = true;
+    }
+
+    public function editTemplate(int $id): void
+    {
+        $template = TriggerEmailTemplate::query()->findOrFail($id);
+
+        $this->editingTemplateId = $template->id;
+        $this->templateForm = [
+            'name' => $template->name,
+            'subject' => $template->subject,
+            'body' => $template->body,
+        ];
+        $this->resetErrorBag();
+        $this->templateFormOpen = true;
+    }
+
+    public function closeTemplateForm(): void
+    {
+        $this->templateFormOpen = false;
+    }
+
+    public function setTemplateBodyDraft(string $value): void
+    {
+        $this->templateForm['body'] = $value;
+    }
+
+    public function submitTemplate(): void
+    {
+        $this->validate([
+            'templateForm.name' => ['required', 'string', 'max:255'],
+            'templateForm.subject' => ['required', 'string', 'max:255'],
+            'templateForm.body' => ['required', 'string'],
+        ]);
+
+        if ($this->editingTemplateId) {
+            TriggerEmailTemplate::query()->findOrFail($this->editingTemplateId)->update($this->templateForm);
+        } else {
+            TriggerEmailTemplate::query()->create($this->templateForm);
+        }
+
+        $this->templateFormOpen = false;
+        unset($this->emailTemplates);
+    }
+
+    public function removeTemplate(int $id): void
+    {
+        TriggerEmailTemplate::query()->findOrFail($id)->delete();
+        unset($this->emailTemplates);
+    }
+
+    public function render()
+    {
+        return view('livewire.admin.triggers');
+    }
+}

src/app/Livewire/Client/NewTicket.php

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

src/app/Livewire/Client/TicketShow.php

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

src/app/Livewire/Landing.php

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

src/app/Livewire/NotificationBell.php

@@ -4,14 +4,33 @@ namespace App\Livewire;
 
 use Illuminate\Support\Facades\Auth;
 use Livewire\Attributes\Computed;
+use Livewire\Attributes\On;
 use Livewire\Component;
 
 class NotificationBell extends Component
 {
+    /**
+     * Fired by echo.js the moment a NotificationCreated broadcast arrives on
+     * this user's private channel — refreshes the badge/list instantly
+     * instead of waiting for the next 30s poll, which stays in place below
+     * as a fallback for dropped websocket connections.
+     */
+    #[On('bell-notification-received')]
+    public function onBellNotification(): void
+    {
+        unset($this->notifications, $this->unreadCount);
+    }
+
+    /**
+     * Only unread — once a notification is read (clicked through, or via
+     * "mark all as read"), it disappears from the bell rather than staying
+     * listed dimmed. The full history still lives in the notifications
+     * table for anyone querying it directly, just not surfaced here.
+     */
     #[Computed]
     public function notifications()
     {
-        return Auth::user()->notifications()->latest()->limit(20)->get();
+        return Auth::user()->unreadNotifications()->latest()->limit(20)->get();
     }
 
     #[Computed]

src/app/Livewire/Operator/NewTicket.php

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

src/app/Livewire/Operator/Queue.php

@@ -2,6 +2,7 @@
 
 namespace App\Livewire\Operator;
 
+use App\Events\TicketQueueChanged;
 use App\Models\Category;
 use App\Models\Priority;
 use App\Models\Status;
@@ -11,11 +12,13 @@ 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;
 
 class Queue extends Component
 {
+    #[Url]
     public string $queue = 'all';
 
     public string $filterStatus = 'all';
@@ -65,6 +68,33 @@ 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()
     {
@@ -277,7 +307,7 @@ class Queue extends Component
             $query->search($this->search);
         }
 
-        $tickets = $query->with(['subcategory.category', 'assignee', 'priority', 'status'])->get();
+        $tickets = $query->with(['subcategory.category', 'assignee', 'priority', 'status', 'team'])->get();
 
         return $this->sortTickets($tickets);
     }
@@ -301,6 +331,9 @@ class Queue extends Component
             'priority' => $tickets->sortBy(fn (Ticket $t) => $t->priority?->sort_order ?? PHP_INT_MAX, SORT_REGULAR, $desc),
             'status' => $tickets->sortBy(fn (Ticket $t) => $t->status?->sort_order ?? PHP_INT_MAX, SORT_REGULAR, $desc),
             'assignee' => $tickets->sortBy(fn (Ticket $t) => $t->assignee?->name ?? '', SORT_NATURAL | SORT_FLAG_CASE, $desc),
+            'team' => $tickets->sortBy(fn (Ticket $t) => $t->team?->name ?? '', SORT_NATURAL | SORT_FLAG_CASE, $desc),
+            'subcategory' => $tickets->sortBy(fn (Ticket $t) => $t->subcategory?->name ?? '', SORT_NATURAL | SORT_FLAG_CASE, $desc),
+            'created' => $tickets->sortBy(fn (Ticket $t) => $t->created_at, SORT_REGULAR, $desc),
             default => $tickets->sortBy('updated_at', SORT_REGULAR, $desc),
         };
 
@@ -317,10 +350,13 @@ class Queue extends Component
             'subject' => 'Temat',
             'customer' => 'Klient',
             'category' => 'Kategoria',
+            'subcategory' => 'Podkategoria',
             'priority' => 'Priorytet',
             'status' => 'Status',
             'sla' => 'SLA',
             'assignee' => 'Przypisany',
+            'team' => 'Zespół',
+            'created' => 'Utworzono',
         ];
     }
 
@@ -331,7 +367,7 @@ class Queue extends Component
      */
     public function sortableColumns(): array
     {
-        return ['number', 'subject', 'customer', 'category', 'priority', 'status', 'assignee'];
+        return ['number', 'subject', 'customer', 'category', 'subcategory', 'priority', 'status', 'assignee', 'team', 'created'];
     }
 
     public function sortByColumn(string $column): void
@@ -417,7 +453,13 @@ class Queue extends Component
 
     public function confirmDeleteSelected(): void
     {
-        Ticket::query()->visibleToOperator(Auth::user())->whereIn('id', $this->selectedIds)->delete();
+        $ids = Ticket::query()->visibleToOperator(Auth::user())->whereIn('id', $this->selectedIds)->pluck('id');
+        Ticket::query()->whereIn('id', $ids)->delete();
+
+        foreach ($ids as $id) {
+            TicketQueueChanged::dispatch($id, 'deleted', Auth::id());
+        }
+
         $this->selectedIds = [];
         $this->pendingDeleteSelected = false;
     }

src/app/Livewire/Operator/Stats.php

@@ -312,6 +312,25 @@ class Stats extends Component
             ->map(fn ($row) => ['label' => $row->label, 'count' => (int) $row->count]);
     }
 
+    /**
+     * One level deeper than byCategory() — same shape, but grouped by the
+     * actual subcategory, labeled "Category / Subcategory" to disambiguate
+     * subcategories that share a name across different parent categories.
+     */
+    #[Computed]
+    public function bySubcategory()
+    {
+        return (clone $this->baseQuery)
+            ->whereNotNull('tickets.subcategory_id')
+            ->join('subcategories', 'subcategories.id', '=', 'tickets.subcategory_id')
+            ->join('categories', 'categories.id', '=', 'subcategories.category_id')
+            ->select('subcategories.id', 'categories.name as category_name', 'subcategories.name as sub_name', DB::raw('count(*) as count'))
+            ->groupBy('subcategories.id', 'categories.name', 'subcategories.name')
+            ->orderByDesc('count')
+            ->get()
+            ->map(fn ($row) => ['label' => $row->category_name.' / '.$row->sub_name, 'count' => (int) $row->count]);
+    }
+
     #[Computed]
     public function byTeam()
     {
@@ -351,6 +370,170 @@ class Stats extends Component
         return $rows;
     }
 
+    /**
+     * Unlike teams/operators (small, fixed sets), the customer list is
+     * unbounded — capped to the top 10 by ticket volume in the current
+     * filtered range rather than listing every client who ever wrote in.
+     * Guest submissions (no account) are summed into one "Goście" bucket
+     * rather than grouped by e-mail, since a guest has no stable identity
+     * to rank against registered clients.
+     */
+    #[Computed]
+    public function byCustomer()
+    {
+        $rows = (clone $this->baseQuery)
+            ->whereNotNull('tickets.customer_id')
+            ->join('users', 'users.id', '=', 'tickets.customer_id')
+            ->select('users.id', 'users.name as label', DB::raw('count(*) as count'))
+            ->groupBy('users.id', 'users.name')
+            ->orderByDesc('count')
+            ->limit(10)
+            ->get()
+            ->map(fn ($row) => ['label' => $row->label, 'count' => (int) $row->count]);
+
+        $guestCount = (clone $this->baseQuery)->whereNull('tickets.customer_id')->count();
+
+        if ($guestCount > 0) {
+            $rows->push(['label' => 'Goście (bez konta)', 'count' => $guestCount]);
+        }
+
+        return $rows->sortByDesc('count')->values();
+    }
+
+    /**
+     * Client × subcategory cross-tab — which clients' tickets fall into
+     * which kind of subcategory. Both dimensions are unbounded (unlike
+     * teams/operators), so this caps to the top 10 clients by overall
+     * volume (rows, mirroring byCustomer()) and the top 5 subcategories by
+     * overall volume (columns, mirroring assigneeSubcategoryMatrix()'s
+     * "Inne" folding) — otherwise the table could grow arbitrarily in both
+     * directions. Guest tickets (no customer_id) are excluded entirely
+     * rather than folded into one "guest" row, since mixing a real client's
+     * per-subcategory pattern with an anonymous aggregate wouldn't mean
+     * anything.
+     *
+     * @return array{columns: array<int, string>, hasOther: bool, rows: array<int, array{label: string, cells: array<int, int>, other: ?int, total: int}>}
+     */
+    #[Computed]
+    public function customerSubcategoryMatrix(): array
+    {
+        $raw = (clone $this->baseQuery)
+            ->whereNotNull('tickets.customer_id')
+            ->whereNotNull('tickets.subcategory_id')
+            ->join('subcategories', 'subcategories.id', '=', 'tickets.subcategory_id')
+            ->join('categories', 'categories.id', '=', 'subcategories.category_id')
+            ->join('users', 'users.id', '=', 'tickets.customer_id')
+            ->select(
+                'tickets.customer_id',
+                'users.name as customer_name',
+                'subcategories.id as subcategory_id',
+                'categories.name as category_name',
+                'subcategories.name as subcategory_name',
+                DB::raw('count(*) as total'),
+            )
+            ->groupBy('tickets.customer_id', 'users.name', 'subcategories.id', 'categories.name', 'subcategories.name')
+            ->get();
+
+        if ($raw->isEmpty()) {
+            return ['columns' => [], 'hasOther' => false, 'rows' => []];
+        }
+
+        $subcategoryTotals = $raw->groupBy('subcategory_id')->map(fn ($g) => $g->sum('total'));
+        $topSubcategoryIds = $subcategoryTotals->sortDesc()->keys()->take(5);
+
+        $subcategoryLabels = $raw->unique('subcategory_id')->keyBy('subcategory_id')
+            ->map(fn ($r) => $r->category_name.' / '.$r->subcategory_name);
+
+        $columns = $topSubcategoryIds->map(fn ($id) => $subcategoryLabels[$id])->values()->all();
+        $hasOther = $subcategoryTotals->keys()->diff($topSubcategoryIds)->isNotEmpty();
+
+        $byCustomer = $raw->groupBy('customer_id');
+        $customerNames = $raw->unique('customer_id')->keyBy('customer_id')->map(fn ($r) => $r->customer_name);
+        $topCustomerIds = $byCustomer->map(fn ($g) => $g->sum('total'))->sortDesc()->keys()->take(10);
+
+        $rows = $topCustomerIds
+            ->map(function ($customerId) use ($byCustomer, $customerNames, $topSubcategoryIds, $hasOther) {
+                $entries = $byCustomer->get($customerId, collect());
+                $bySubcategory = $entries->keyBy('subcategory_id');
+
+                return [
+                    'label' => $customerNames[$customerId],
+                    'cells' => $topSubcategoryIds->map(fn ($id) => (int) ($bySubcategory[$id]->total ?? 0))->values()->all(),
+                    'other' => $hasOther ? (int) $entries->whereNotIn('subcategory_id', $topSubcategoryIds->all())->sum('total') : null,
+                    'total' => (int) $entries->sum('total'),
+                ];
+            })
+            ->values()
+            ->all();
+
+        return ['columns' => $columns, 'hasOther' => $hasOther, 'rows' => $rows];
+    }
+
+    /**
+     * Average CSAT rating per team, only among rated tickets in the current
+     * filtered range — mirrors byTeam()'s "Bez zespołu" bucket handling, but
+     * teams/buckets with zero ratings are dropped entirely (an average of
+     * nothing isn't a meaningful bar to draw).
+     */
+    #[Computed]
+    public function csatByTeam()
+    {
+        $stats = (clone $this->baseQuery)
+            ->whereNotNull('csat_rating')
+            ->select('team_id', DB::raw('avg(csat_rating) as avg_rating'), DB::raw('count(*) as rated_count'))
+            ->groupBy('team_id')
+            ->get();
+
+        $avgs = $stats->pluck('avg_rating', 'team_id');
+        $counts = $stats->pluck('rated_count', 'team_id');
+
+        $rows = $this->teams
+            ->map(fn (Team $t) => [
+                'label' => $t->name,
+                'avg' => isset($avgs[$t->id]) ? round((float) $avgs[$t->id], 2) : null,
+                'count' => (int) ($counts[$t->id] ?? 0),
+            ])
+            ->filter(fn ($row) => $row['count'] > 0)
+            ->values();
+
+        if ($counts->get(null, 0)) {
+            $rows->push(['label' => 'Bez zespołu', 'avg' => round((float) $avgs->get(null), 2), 'count' => (int) $counts->get(null)]);
+        }
+
+        return $rows->sortByDesc('avg')->values();
+    }
+
+    /**
+     * Average CSAT rating per assignee, same shape/semantics as csatByTeam().
+     */
+    #[Computed]
+    public function csatByAssignee()
+    {
+        $stats = (clone $this->baseQuery)
+            ->whereNotNull('csat_rating')
+            ->select('assignee_id', DB::raw('avg(csat_rating) as avg_rating'), DB::raw('count(*) as rated_count'))
+            ->groupBy('assignee_id')
+            ->get();
+
+        $avgs = $stats->pluck('avg_rating', 'assignee_id');
+        $counts = $stats->pluck('rated_count', 'assignee_id');
+
+        $rows = $this->operators
+            ->map(fn (User $u) => [
+                'label' => $u->name,
+                'avg' => isset($avgs[$u->id]) ? round((float) $avgs[$u->id], 2) : null,
+                'count' => (int) ($counts[$u->id] ?? 0),
+            ])
+            ->filter(fn ($row) => $row['count'] > 0)
+            ->values();
+
+        if ($counts->get(null, 0)) {
+            $rows->push(['label' => 'Nieprzypisane', 'avg' => round((float) $avgs->get(null), 2), 'count' => (int) $counts->get(null)]);
+        }
+
+        return $rows->sortByDesc('avg')->values();
+    }
+
     /**
      * Daily created-vs-closed volume, capped at the most recent 60 days so a
      * wide range (or "Cały okres") never renders an unreadably thin column
@@ -422,7 +605,7 @@ class Stats extends Component
 
             foreach ($tickets as $ticket) {
                 fputcsv($out, [
-                    $ticket->number,
+                    $ticket->displayNumber(),
                     $ticket->subject,
                     $ticket->statusLabel(),
                     $ticket->priorityLabel(),

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);
@@ -79,6 +91,18 @@ class TicketShow extends Component
         $this->ticket->resumeTimer();
     }
 
+    #[Computed]
+    public function isWatching(): bool
+    {
+        return $this->ticket->isWatchedBy(Auth::user());
+    }
+
+    public function toggleWatch(): void
+    {
+        app(TicketService::class)->toggleWatch($this->ticket, Auth::user());
+        unset($this->isWatching);
+    }
+
     // -------- time tracking --------
 
     public function stopTimer(): void
@@ -168,6 +192,50 @@ 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 +260,10 @@ 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 +572,9 @@ 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);
     }
 

src/app/Livewire/Settings/NotificationPreferences.php

@@ -0,0 +1,44 @@
+<?php
+
+namespace App\Livewire\Settings;
+
+use App\Models\NotificationPreference;
+use Illuminate\Support\Facades\Auth;
+use Livewire\Component;
+
+class NotificationPreferences extends Component
+{
+    protected const SCOPE_FIELDS = ['scope_mine', 'scope_unassigned', 'scope_watched', 'scope_all', 'email'];
+
+    public function mount(): void
+    {
+        abort_unless(Auth::user()->isOperator() || Auth::user()->isAdmin(), 403);
+    }
+
+    public function rows(): array
+    {
+        $user = Auth::user();
+
+        return collect(NotificationPreference::CATEGORIES)
+            ->mapWithKeys(fn (string $category) => [$category => NotificationPreference::rowFor($user, $category)])
+            ->all();
+    }
+
+    public function toggle(string $category, string $field): void
+    {
+        abort_unless(in_array($category, NotificationPreference::CATEGORIES, true), 404);
+        abort_unless(in_array($field, self::SCOPE_FIELDS, true), 404);
+
+        $preference = NotificationPreference::query()->firstOrCreate(
+            ['user_id' => Auth::id(), 'event_category' => $category],
+            array_merge(['user_id' => Auth::id(), 'event_category' => $category], NotificationPreference::DEFAULTS[$category])
+        );
+
+        $preference->update([$field => ! $preference->$field]);
+    }
+
+    public function render()
+    {
+        return view('livewire.settings.notification-preferences', ['rows' => $this->rows()]);
+    }
+}

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();
+    }
+}

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);
+    }
+}

src/app/Models/NotificationPreference.php

@@ -0,0 +1,68 @@
+<?php
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Attributes\Fillable;
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+#[Fillable(['user_id', 'event_category', 'scope_mine', 'scope_unassigned', 'scope_watched', 'scope_all', 'email'])]
+class NotificationPreference extends Model
+{
+    public const CATEGORIES = ['new_ticket', 'ticket_update', 'escalation'];
+
+    /**
+     * Applied whenever a user has never touched a given row — including
+     * every user created after this feature ships (new hires, LDAP JIT
+     * provisioning). new_ticket defaults to exactly what
+     * TicketService::notifyOperatorsForNewTicket() used to do
+     * unconditionally (notify every relevant operator, by mail and bell),
+     * so shipping this feature doesn't silently change what the existing
+     * admin account already receives. ticket_update/escalation have no
+     * current staff-facing equivalent, so any default there is purely
+     * additive rather than a behavior change.
+     */
+    public const DEFAULTS = [
+        'new_ticket' => ['scope_mine' => false, 'scope_unassigned' => false, 'scope_watched' => false, 'scope_all' => true, 'email' => true],
+        'ticket_update' => ['scope_mine' => true, 'scope_unassigned' => false, 'scope_watched' => true, 'scope_all' => false, 'email' => false],
+        'escalation' => ['scope_mine' => true, 'scope_unassigned' => false, 'scope_watched' => true, 'scope_all' => false, 'email' => true],
+    ];
+
+    protected function casts(): array
+    {
+        return [
+            'scope_mine' => 'boolean',
+            'scope_unassigned' => 'boolean',
+            'scope_watched' => 'boolean',
+            'scope_all' => 'boolean',
+            'email' => 'boolean',
+        ];
+    }
+
+    public function user(): BelongsTo
+    {
+        return $this->belongsTo(User::class);
+    }
+
+    /**
+     * Always returns a usable row — the persisted one if the user has ever
+     * toggled this category, DEFAULTS[$category] otherwise — so callers
+     * never need to null-check.
+     */
+    public static function rowFor(User $user, string $category): array
+    {
+        $row = static::query()->where('user_id', $user->id)->where('event_category', $category)->first();
+
+        if (! $row) {
+            return static::DEFAULTS[$category];
+        }
+
+        return [
+            'scope_mine' => $row->scope_mine,
+            'scope_unassigned' => $row->scope_unassigned,
+            'scope_watched' => $row->scope_watched,
+            'scope_all' => $row->scope_all,
+            'email' => $row->email,
+        ];
+    }
+}

src/app/Models/Ticket.php

@@ -2,27 +2,44 @@
 
 namespace App\Models;
 
+use App\Support\Settings;
 use Illuminate\Database\Eloquent\Attributes\Fillable;
 use Illuminate\Database\Eloquent\Builder;
 use Illuminate\Database\Eloquent\Model;
 use Illuminate\Database\Eloquent\Relations\BelongsTo;
+use Illuminate\Database\Eloquent\Relations\BelongsToMany;
 use Illuminate\Database\Eloquent\Relations\HasMany;
 use Illuminate\Support\Carbon;
 use Illuminate\Support\Facades\DB;
 
 #[Fillable([
-    'number', 'customer_id', 'email', 'name', 'subcategory_id', 'subject', 'body',
+    'number', 'checksum', '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',
+    'sla_notified_at', 'last_customer_activity_at', 'time_spent_seconds', 'timer_started_at',
-    'csat_rating', 'csat_comment', 'csat_rated_at',
+    'created_at', 'updated_at', 'csat_rating', 'csat_comment', 'csat_rated_at',
 ])]
 class Ticket extends Model
 {
+    /**
+     * Every ticket gets a stable, unique checksum the moment its id is known
+     * — it never needs to change afterward, and having it always populated
+     * (regardless of whether obfuscation is currently on) means toggling the
+     * "Ukryj kolejność zgłoszeń" setting doesn't need a backfill pass.
+     */
+    protected static function booted(): void
+    {
+        static::created(function (Ticket $ticket) {
+            $ticket->checksum = static::generateUniqueChecksum($ticket->id);
+            $ticket->saveQuietly();
+        });
+    }
+
     protected function casts(): array
     {
         return [
             'custom_fields' => 'array',
             'sla_notified_at' => 'datetime',
+            'last_customer_activity_at' => 'datetime',
             'time_spent_seconds' => 'integer',
             'timer_started_at' => 'datetime',
             'csat_rating' => 'integer',
@@ -55,6 +72,16 @@ class Ticket extends Model
         return $this->belongsTo(Subcategory::class);
     }
 
+    public function watchers(): BelongsToMany
+    {
+        return $this->belongsToMany(User::class, 'ticket_watchers');
+    }
+
+    public function isWatchedBy(User $user): bool
+    {
+        return $this->watchers()->where('users.id', $user->id)->exists();
+    }
+
     public function status(): BelongsTo
     {
         return $this->belongsTo(Status::class, 'status_key');
@@ -90,6 +117,11 @@ 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) $n)->max();
@@ -97,6 +129,89 @@ class Ticket extends Model
         return (string) (($max ?: 1000) + 1);
     }
 
+    /**
+     * The number shown to users: the admin-configured prefix in front of
+     * formattedNumber(). Kept separate from formattedNumber() because the
+     * `{numer}` placeholder in admin-editable e-mail templates historically
+     * carries no prefix (templates hardcode their own, e.g. "Zgłoszenie
+     * #{numer}") — changing that would double up or mismatch a
+     * non-default prefix in every existing template.
+     */
+    public function displayNumber(): string
+    {
+        return Settings::get('ticket_number_prefix', '#').$this->formattedNumber();
+    }
+
+    /**
+     * The ticket number without any prefix: either the raw sequential
+     * `number` (zero-padded to the admin-configured minimum length), or —
+     * when obfuscation is enabled — this ticket's stored checksum. The
+     * checksum is a fixed-width HMAC output, so minimum-length padding
+     * doesn't apply to it (padding a checksum has no real meaning — it's
+     * only meant to make a short *sequential* number look consistent).
+     * This is also the value getRouteKey()/resolveRouteBinding() use, so
+     * the number shown on the page and the one in the URL always match.
+     * The underlying `number` column itself is left alone, since it still
+     * backs the numeric sort in Operator/Queue.php.
+     */
+    public function formattedNumber(): string
+    {
+        if (Settings::bool('ticket_number_obfuscate')) {
+            return $this->checksum ?? $this->number;
+        }
+
+        $minLength = max(1, (int) Settings::get('ticket_number_min_length', '4'));
+
+        return str_pad($this->number, $minLength, '0', STR_PAD_LEFT);
+    }
+
+    /**
+     * The value used when generating a URL for this ticket (route($name,
+     * $ticket)) — mirrors formattedNumber() minus the prefix, so a link
+     * never shows the raw sequential number while the page itself shows an
+     * obfuscated one (or vice versa).
+     */
+    public function getRouteKey()
+    {
+        return Settings::bool('ticket_number_obfuscate') ? ($this->checksum ?? $this->number) : $this->number;
+    }
+
+    /**
+     * Inbound counterpart to getRouteKey() — resolves a URL segment back to
+     * a ticket via whichever column matches the current numbering mode.
+     */
+    public function resolveRouteBinding($value, $field = null)
+    {
+        if ($field) {
+            return $this->where($field, $value)->first();
+        }
+
+        $column = Settings::bool('ticket_number_obfuscate') ? 'checksum' : 'number';
+
+        return $this->where($column, $value)->first();
+    }
+
+    /**
+     * A short, HMAC-derived checksum for this ticket, carrying no relation
+     * to creation order — salted with the app key so it can't be predicted
+     * or reversed back into id/creation order without server-side secrets.
+     * Collisions are rare but not astronomically so at 6 digits, so this
+     * walks a nonce forward until it lands on a value no other ticket
+     * already has (enforced for real by the column's unique constraint).
+     */
+    public static function generateUniqueChecksum(int $id): string
+    {
+        $nonce = 0;
+
+        do {
+            $hash = hash_hmac('sha256', $id.'|'.$nonce, (string) config('app.key'));
+            $candidate = (string) (hexdec(substr($hash, 0, 8)) % 900000 + 100000);
+            $nonce++;
+        } while (static::query()->where('checksum', $candidate)->exists());
+
+        return $candidate;
+    }
+
     public function categoryLabel(): string
     {
         return $this->subcategory?->label() ?? '';
@@ -167,6 +282,7 @@ class Ticket extends Model
             }
 
             $q->orWhere('number', 'like', $like)
+                ->orWhere('checksum', 'like', $like)
                 ->orWhere('name', 'like', $like)
                 ->orWhere('email', 'like', $like)
                 ->orWhereIn('id', $messageTicketIds);

src/app/Models/Trigger.php

@@ -0,0 +1,33 @@
+<?php
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Attributes\Fillable;
+use Illuminate\Database\Eloquent\Model;
+
+#[Fillable(['name', 'enabled', 'event', 'conditions', 'actions', 'sort_order'])]
+class Trigger extends Model
+{
+    public const EVENTS = [
+        'ticket_created', 'ticket_updated', 'status_changed', 'priority_changed',
+        'assignee_changed', 'team_changed', 'category_changed', 'comment_added',
+    ];
+
+    public const CONDITION_FIELDS = [
+        'status_key', 'priority_key', 'team_id', 'subcategory_id', 'assignee_id', 'customer_id', 'subject', 'body',
+    ];
+
+    public const CONDITION_OPERATORS = ['equals', 'not_equals', 'is_empty', 'is_not_empty', 'contains'];
+
+    public const ACTION_TYPES = ['set_status', 'set_priority', 'set_team', 'set_assignee', 'send_notification'];
+
+    protected function casts(): array
+    {
+        return [
+            'enabled' => 'boolean',
+            'conditions' => 'array',
+            'actions' => 'array',
+            'sort_order' => 'integer',
+        ];
+    }
+}

src/app/Models/TriggerEmailTemplate.php

@@ -0,0 +1,26 @@
+<?php
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Attributes\Fillable;
+use Illuminate\Database\Eloquent\Model;
+
+#[Fillable(['name', 'subject', 'body'])]
+class TriggerEmailTemplate extends Model
+{
+    public function render(array $placeholders): array
+    {
+        $replace = function (string $text) use ($placeholders): string {
+            foreach ($placeholders as $key => $value) {
+                $text = str_replace('{'.$key.'}', (string) $value, $text);
+            }
+
+            return $text;
+        };
+
+        return [
+            'subject' => $replace($this->subject),
+            'body' => $replace($this->body),
+        ];
+    }
+}

src/app/Models/User.php

@@ -184,6 +184,11 @@ class User extends Authenticatable implements LdapAuthenticatable
         return $this->hasMany(Ticket::class, 'customer_id');
     }
 
+    public function watchedTickets(): BelongsToMany
+    {
+        return $this->belongsToMany(Ticket::class, 'ticket_watchers');
+    }
+
     public function ticketsAssigned(): HasMany
     {
         return $this->hasMany(Ticket::class, 'assignee_id');

src/app/Notifications/TicketNotification.php

@@ -4,6 +4,7 @@ namespace App\Notifications;
 
 use App\Models\EmailTemplate;
 use App\Models\Ticket;
+use App\Models\TriggerEmailTemplate;
 use App\Support\Settings;
 use Illuminate\Bus\Queueable;
 use Illuminate\Notifications\AnonymousNotifiable;
@@ -20,8 +21,25 @@ class TicketNotification extends Notification
      * user can hold both roles at once, so this can't be inferred from the
      * notifiable itself; it decides which ticket URL (client vs operator
      * area) both the e-mail link and the in-app notification point to.
+     *
+     * $channels lets a caller with a real per-recipient preference (see
+     * TicketService::notifyStaffForCategory()) send only 'database' (bell,
+     * no e-mail) for a given recipient — defaults to the original
+     * unconditional "both" behaviour so every existing call site is
+     * unaffected.
+     *
+     * $templateSource picks which table $emailTemplateId is looked up in:
+     * 'email_template' (the fixed, built-in templates) or
+     * 'trigger_email_template' (the freely add/edit/delete-able templates
+     * used by trigger "send_notification" actions — see TriggerEngine).
      */
-    public function __construct(protected Ticket $ticket, protected int $emailTemplateId, protected string $recipientRole = 'client') {}
+    public function __construct(
+        protected Ticket $ticket,
+        protected int $emailTemplateId,
+        protected string $recipientRole = 'client',
+        protected array $channels = ['mail', 'database'],
+        protected string $templateSource = 'email_template',
+    ) {}
 
     /**
      * A guest customer with no account is routed anonymously (see
@@ -30,7 +48,7 @@ class TicketNotification extends Notification
      */
     public function via(object $notifiable): array
     {
-        return $notifiable instanceof AnonymousNotifiable ? ['mail'] : ['mail', 'database'];
+        return $notifiable instanceof AnonymousNotifiable ? ['mail'] : $this->channels;
     }
 
     protected function ticketUrl(): string
@@ -44,19 +62,21 @@ class TicketNotification extends Notification
             'ticket_id' => $this->ticket->id,
             'number' => $this->ticket->number,
             'subject' => $this->ticket->subject,
-            'message' => 'Zgłoszenie #'.$this->ticket->number.' — '.$this->ticket->subject,
+            'message' => 'Zgłoszenie '.$this->ticket->displayNumber().' — '.$this->ticket->subject,
             'url' => $this->ticketUrl(),
         ];
     }
 
     public function toMail(object $notifiable): MailMessage
     {
-        $template = EmailTemplate::query()->find($this->emailTemplateId);
+        $template = $this->templateSource === 'trigger_email_template'
+            ? TriggerEmailTemplate::query()->find($this->emailTemplateId)
+            : EmailTemplate::query()->find($this->emailTemplateId);
 
         $firstName = trim(explode(' ', $this->ticket->name)[0] ?? $this->ticket->name);
 
         $rendered = $template?->render([
-            'numer' => $this->ticket->number,
+            'numer' => $this->ticket->formattedNumber(),
             'imie' => $firstName,
             'temat' => $this->ticket->subject,
             'status' => $this->ticket->statusLabel(),
@@ -67,7 +87,7 @@ class TicketNotification extends Notification
             'link' => $this->ticketUrl(),
             'ocena' => route('client.ticket', $this->ticket).'#csat',
         ]) ?? [
-            'subject' => 'Zgłoszenie #'.$this->ticket->number,
+            'subject' => 'Zgłoszenie '.$this->ticket->displayNumber(),
             'body' => $this->ticket->subject,
         ];
 

src/app/Providers/AppServiceProvider.php

@@ -2,13 +2,17 @@
 
 namespace App\Providers;
 
+use App\Events\NotificationCreated;
 use App\Models\ApiClient;
 use App\Models\User;
+use App\Notifications\TicketNotification;
 use App\Support\Settings;
 use Illuminate\Cache\RateLimiting\Limit;
 use Illuminate\Database\Eloquent\Relations\Relation;
 use Illuminate\Http\Request;
+use Illuminate\Notifications\Events\NotificationSent;
 use Illuminate\Support\Facades\Config;
+use Illuminate\Support\Facades\Event;
 use Illuminate\Support\Facades\RateLimiter;
 use Illuminate\Support\Facades\Schema;
 use Illuminate\Support\ServiceProvider;
@@ -35,12 +39,35 @@ class AppServiceProvider extends ServiceProvider
         $this->applySessionSettingsOverride();
         $this->applyTimezoneSettingsOverride();
         $this->configureApiRateLimiting();
+        $this->broadcastBellNotifications();
 
         // 'user' backs the polymorphic notifiable_type column on the
         // database-notifications table (in-app notification bell).
         Relation::enforceMorphMap(['api_client' => ApiClient::class, 'user' => User::class]);
     }
 
+    /**
+     * A single choke point for realtime bell delivery — hooks Laravel's own
+     * post-send event instead of threading a broadcast dispatch into every
+     * TicketService call site that creates a "database" notification
+     * (client leg, staff fan-out, and eventually the Trigger engine's
+     * send_notification action). $event->response is the DatabaseChannel's
+     * return value: the DatabaseNotification row that was just created,
+     * whose id is the same one the bell already reads.
+     */
+    protected function broadcastBellNotifications(): void
+    {
+        Event::listen(NotificationSent::class, function (NotificationSent $event) {
+            if ($event->channel !== 'database' || ! $event->notification instanceof TicketNotification) {
+                return;
+            }
+
+            $data = $event->notification->toDatabase($event->notifiable);
+
+            NotificationCreated::dispatch($event->notifiable->id, $event->response->id, $data['message'], $data['url']);
+        });
+    }
+
     /**
      * API keys get a generous per-key budget; unauthenticated requests (which
      * only ever hit the guard before rejecting with 401) get a much smaller

src/app/Services/TicketService.php

@@ -2,7 +2,10 @@
 
 namespace App\Services;
 
+use App\Events\TicketMessagePosted;
+use App\Events\TicketQueueChanged;
 use App\Models\ApiClient;
+use App\Models\NotificationPreference;
 use App\Models\NotificationSetting;
 use App\Models\Priority;
 use App\Models\Status;
@@ -14,6 +17,7 @@ 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 +49,7 @@ 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 +59,9 @@ class TicketService
         $message->attachAuthor($customer?->id, 'client');
 
         $this->notify($ticket, 'ticket_created');
+        $this->notify($ticket, 'ticket_created_team');
+        app(TriggerEngine::class)->handle($ticket, 'ticket_created');
+        TicketQueueChanged::dispatch($ticket->id, 'created', Auth::id());
 
         return $ticket;
     }
@@ -87,9 +95,17 @@ 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');
         }
+
+        app(TriggerEngine::class)->handle($ticket, 'status_changed');
+        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
+        TicketQueueChanged::dispatch($ticket->id, 'status_changed', Auth::id());
     }
 
     public function submitCsat(Ticket $ticket, int $rating, ?string $comment = null): void
@@ -113,6 +129,9 @@ class TicketService
         $ticket->update(['priority_key' => $priorityKey]);
         $ticket->addHistory('Priorytet zmieniony na: '.Priority::labelFor($priorityKey));
         $this->notify($ticket, 'priority_changed');
+        app(TriggerEngine::class)->handle($ticket, 'priority_changed');
+        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
+        TicketQueueChanged::dispatch($ticket->id, 'priority_changed', Auth::id());
     }
 
     public function setAssignee(Ticket $ticket, ?User $assignee): void
@@ -122,6 +141,9 @@ class TicketService
         $ticket->update(['assignee_id' => $assignee?->id, 'sla_notified_at' => null]);
         $ticket->addHistory('Przypisano do: '.($assignee?->name ?? 'Nieprzypisane'));
         $this->notify($ticket, 'assignee_changed');
+        app(TriggerEngine::class)->handle($ticket, 'assignee_changed');
+        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
+        TicketQueueChanged::dispatch($ticket->id, 'assignee_changed', Auth::id());
     }
 
     public function setTeam(Ticket $ticket, ?Team $team): void
@@ -129,6 +151,9 @@ class TicketService
         $ticket->update(['team_id' => $team?->id]);
         $ticket->addHistory('Zespół zmieniony na: '.($team?->name ?? 'Brak'));
         $this->notify($ticket, 'team_changed');
+        app(TriggerEngine::class)->handle($ticket, 'team_changed');
+        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
+        TicketQueueChanged::dispatch($ticket->id, 'team_changed', Auth::id());
     }
 
     public function setReporter(Ticket $ticket, User $customer): void
@@ -151,7 +176,10 @@ class TicketService
 
         if ($categoryChanged) {
             $this->notify($ticket, 'category_changed');
+            app(TriggerEngine::class)->handle($ticket, 'category_changed');
         }
+
+        app(TriggerEngine::class)->handle($ticket, 'ticket_updated');
     }
 
     public function operatorReply(Ticket $ticket, User $operator, string $body, ?string $statusAfter = null, array $attachments = []): void
@@ -164,6 +192,9 @@ class TicketService
         $ticket->touch();
         $this->attachFiles($ticket, $message, $attachments);
         $this->notify($ticket, 'operator_replied');
+        app(TriggerEngine::class)->handle($ticket, 'comment_added');
+        TicketMessagePosted::dispatch($ticket->id, $message->id, false, $operator->id);
+        TicketQueueChanged::dispatch($ticket->id, 'message_posted', $operator->id);
 
         if ($statusAfter) {
             $this->setStatus($ticket, $statusAfter);
@@ -179,6 +210,7 @@ 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 +222,33 @@ 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()]);
+        $ticket->automationRuleLogs()->delete();
+
+        // Unlike notify(), clientReply() never had a NotificationSetting
+        // trigger_key of its own — comment_added is a Trigger-engine-only
+        // hook, e.g. for a rule that reopens a closed ticket on a fresh
+        // customer reply.
+        app(TriggerEngine::class)->handle($ticket, 'comment_added');
+        TicketMessagePosted::dispatch($ticket->id, $message->id, false, $client->id);
+        TicketQueueChanged::dispatch($ticket->id, 'message_posted', $client->id);
+    }
+
+    public function toggleWatch(Ticket $ticket, User $user): bool
+    {
+        if ($ticket->isWatchedBy($user)) {
+            $ticket->watchers()->detach($user->id);
+
+            return false;
+        }
+
+        $ticket->watchers()->attach($user->id);
+
+        return true;
     }
 
     /**
@@ -212,8 +271,12 @@ class TicketService
 
         if (! $internal) {
             $this->notify($ticket, 'operator_replied');
+            app(TriggerEngine::class)->handle($ticket, 'comment_added');
         }
 
+        TicketMessagePosted::dispatch($ticket->id, $message->id, $internal, null);
+        TicketQueueChanged::dispatch($ticket->id, 'message_posted', null);
+
         return $message;
     }
 
@@ -265,7 +328,7 @@ class TicketService
 
         $primary->messages()->create([
             'author_name' => 'System',
-            'body' => 'Scalono zgłoszenia: '.$others->map(fn (Ticket $o) => '#'.$o->number)->implode(', '),
+            'body' => 'Scalono zgłoszenia: '.$others->map(fn (Ticket $o) => $o->displayNumber())->implode(', '),
         ]);
 
         foreach ($others as $other) {
@@ -283,23 +346,50 @@ class TicketService
             $note = $other->messages()->create([
                 'author_name' => 'System',
                 'internal' => true,
-                'body' => 'Scalone ze zgłoszeniem #'.$primary->number,
+                'body' => 'Scalone ze zgłoszeniem '.$primary->displayNumber(),
             ]);
             $note->attachAuthor(null, 'operator');
+            TicketQueueChanged::dispatch($other->id, 'merged', Auth::id());
         }
 
         $primary->touch();
+        TicketQueueChanged::dispatch($primary->id, 'message_posted', Auth::id());
     }
 
+    /**
+     * Maps the fixed NotificationSetting trigger_keys onto the 3 event
+     * categories a staff member can tune on their personal notification
+     * preferences page (see NotificationPreference::CATEGORIES). Triggers
+     * absent from this map (currently just the client-only 'ticket_created'
+     * ack) have no staff-facing leg at all.
+     */
+    private const STAFF_EVENT_MAP = [
+        'ticket_created_team' => 'new_ticket',
+        'status_changed' => 'ticket_update',
+        'priority_changed' => 'ticket_update',
+        'assignee_changed' => 'ticket_update',
+        'team_changed' => 'ticket_update',
+        'category_changed' => 'ticket_update',
+        'operator_replied' => 'ticket_update',
+        'ticket_closed' => 'ticket_update',
+        'sla_breached' => 'escalation',
+    ];
+
     /**
      * Public so the scheduled SLA-breach check (which isn't a ticket lifecycle
      * event raised from within this service) can trigger the same way.
      *
-     * Routes through the recipient's own User model (so it lands in the
+     * NotificationSetting.enabled is the global kill switch, layered above
-     * in-app notification bell in addition to e-mail) whenever one exists;
+     * every per-user preference below — disabling a trigger here silences
-     * falls back to an anonymous mail-only route for a guest customer with
+     * both legs regardless of what any individual staff member configured;
-     * no account. One shared NotificationSetting.enabled flag gates both
+     * the personal matrix can only narrow within an enabled trigger, never
-     * channels — there's no separate in-app on/off switch.
+     * widen past it.
+     *
+     * Sends exactly one notification to the trigger's fixed
+     * NotificationSetting.recipient (a client, or the ticket's single
+     * assignee) exactly as before, then — for triggers mapped in
+     * STAFF_EVENT_MAP — additionally fans out to every other operator/admin
+     * whose own notification preferences put this ticket in scope.
      */
     public function notify(Ticket $ticket, string $triggerKey): void
     {
@@ -310,20 +400,93 @@ class TicketService
         }
 
         $notifiable = $setting->recipient === 'operator' ? $ticket->assignee : $ticket->customer;
+        $fallbackEmail = $setting->recipient === 'operator' ? $ticket->assignee?->email : $ticket->email;
 
+        $this->deliverTicketNotification($ticket, $setting->recipient, $setting->email_template_id, notifiable: $notifiable, fallbackEmail: $fallbackEmail);
+
+        if ($category = self::STAFF_EVENT_MAP[$triggerKey] ?? null) {
+            $this->notifyStaffForCategory($ticket, $category, $setting->email_template_id, skip: $notifiable);
+        }
+    }
+
+    /**
+     * Notifies every operator/admin whose personal notification preferences
+     * (see NotificationPreference) put this ticket into one of their chosen
+     * scopes for $category — "Wszystkie zgłoszenia" deliberately reuses the
+     * existing Ticket::isVisibleToOperator() ACL rather than meaning
+     * literally every ticket, so it naturally stays within a non-admin
+     * operator's own team(s) + unrouted tickets. $skip excludes whoever
+     * notify() already notified directly via the fixed recipient (so an
+     * assignee with scope_mine enabled doesn't get the same event twice),
+     * and the acting user is always excluded so nobody gets notified about
+     * their own action.
+     */
+    protected function notifyStaffForCategory(Ticket $ticket, string $category, int $templateId, ?User $skip = null): void
+    {
+        $staff = User::query()->whereHas('roleAssignments', fn ($q) => $q->whereIn('key', ['operator', 'admin']))->get();
+
+        foreach ($staff as $user) {
+            if ($user->id === Auth::id() || ($skip && $user->id === $skip->id)) {
+                continue;
+            }
+
+            $pref = NotificationPreference::rowFor($user, $category);
+
+            $inScope = ($pref['scope_mine'] && $ticket->assignee_id === $user->id)
+                || ($pref['scope_unassigned'] && $ticket->assignee_id === null)
+                || ($pref['scope_watched'] && $ticket->isWatchedBy($user))
+                || ($pref['scope_all'] && $ticket->isVisibleToOperator($user));
+
+            if (! $inScope) {
+                continue;
+            }
+
+            $this->deliverTicketNotification($ticket, 'operator', $templateId, $pref['email'] ? ['mail', 'database'] : ['database'], notifiable: $user);
+        }
+    }
+
+    /**
+     * Entry point for the Trigger engine's send_notification action (see
+     * TriggerEngine) — an admin-authored, explicit business action, not one
+     * of the fixed system lifecycle events, so unlike notify() it doesn't
+     * consult NotificationSetting or any per-user preference; it always
+     * sends both mail and bell, same as the original unconditional
+     * TicketNotification behaviour.
+     */
+    public function sendCustomNotification(Ticket $ticket, string $recipient, int $templateId): void
+    {
+        $notifiable = $recipient === 'operator' ? $ticket->assignee : $ticket->customer;
+        $fallbackEmail = $recipient === 'operator' ? $ticket->assignee?->email : $ticket->email;
+
+        $this->deliverTicketNotification($ticket, $recipient, $templateId, notifiable: $notifiable, fallbackEmail: $fallbackEmail, templateSource: 'trigger_email_template');
+    }
+
+    /**
+     * Shared by notify()'s fixed-recipient leg, notifyStaffForCategory()'s
+     * per-user fan-out, and sendCustomNotification(). $notifiable, when
+     * given a real User, always wins over $fallbackEmail — the fallback
+     * only exists for a guest customer with no account, where the
+     * "database" (bell) channel has nothing to attach to, so
+     * TicketNotification::via() drops it to mail-only anyway.
+     */
+    private function deliverTicketNotification(
+        Ticket $ticket,
+        string $recipientRole,
+        int $templateId,
+        array $channels = ['mail', 'database'],
+        ?User $notifiable = null,
+        ?string $fallbackEmail = null,
+        string $templateSource = 'email_template',
+    ): void {
         if ($notifiable) {
-            $notifiable->notify(new TicketNotification($ticket, $setting->email_template_id, $setting->recipient));
+            $notifiable->notify(new TicketNotification($ticket, $templateId, $recipientRole, $channels, $templateSource));
 
             return;
         }
 
-        $email = $setting->recipient === 'operator' ? $ticket->assignee?->email : $ticket->email;
+        if ($fallbackEmail) {
-
+            Notification::route('mail', $fallbackEmail)
-        if (! $email) {
+                ->notify(new TicketNotification($ticket, $templateId, $recipientRole, $channels, $templateSource));
-            return;
         }
-
-        Notification::route('mail', $email)
-            ->notify(new TicketNotification($ticket, $setting->email_template_id, $setting->recipient));
     }
 }

src/app/Services/TriggerEngine.php

@@ -0,0 +1,164 @@
+<?php
+
+namespace App\Services;
+
+use App\Models\Priority;
+use App\Models\Status;
+use App\Models\Team;
+use App\Models\Ticket;
+use App\Models\Trigger;
+use App\Models\User;
+use Illuminate\Support\Facades\Log;
+
+/**
+ * Event-based business rules, configured entirely by admins through the
+ * Wyzwalacze tab — additive and independent from AutomationRule (which is
+ * time/silence-based and evaluated by a scheduled command instead). Fires
+ * synchronously on every matching ticket-lifecycle event (see the
+ * TicketService call sites), same as the app's other side effects — there
+ * is no queue worker in this stack to defer work to.
+ */
+class TriggerEngine
+{
+    private static int $depth = 0;
+
+    private const MAX_DEPTH = 5;
+
+    public function __construct(protected TicketService $tickets) {}
+
+    /**
+     * Guarded two ways against runaway loops: an action that would only
+     * reassert the ticket's current value is a no-op before it ever gets
+     * here (see the apply* methods below), which kills the common case of a
+     * trigger re-matching its own result; the depth counter below is the
+     * hard backstop for genuine cycles between two or more different
+     * triggers.
+     */
+    public function handle(Ticket $ticket, string $event): void
+    {
+        if (self::$depth >= self::MAX_DEPTH) {
+            Log::warning('TriggerEngine: max depth reached, aborting further evaluation', [
+                'ticket_id' => $ticket->id,
+                'event' => $event,
+            ]);
+
+            return;
+        }
+
+        self::$depth++;
+
+        try {
+            $triggers = Trigger::query()->where('enabled', true)->where('event', $event)->orderBy('sort_order')->get();
+
+            foreach ($triggers as $trigger) {
+                $current = $ticket->fresh();
+
+                if ($current && $this->matches($trigger, $current)) {
+                    $this->applyActions($trigger, $current);
+                }
+            }
+        } finally {
+            self::$depth--;
+        }
+    }
+
+    protected function matches(Trigger $trigger, Ticket $ticket): bool
+    {
+        foreach ($trigger->conditions as $condition) {
+            $field = $condition['field'] ?? null;
+
+            if (! in_array($field, Trigger::CONDITION_FIELDS, true)) {
+                return false;
+            }
+
+            if (! $this->conditionMatches($condition, $ticket->{$field})) {
+                return false;
+            }
+        }
+
+        return true;
+    }
+
+    protected function conditionMatches(array $condition, mixed $actual): bool
+    {
+        $value = $condition['value'] ?? null;
+
+        return match ($condition['operator'] ?? null) {
+            'equals' => (string) $actual === (string) $value,
+            'not_equals' => (string) $actual !== (string) $value,
+            'is_empty' => $actual === null || $actual === '',
+            'is_not_empty' => $actual !== null && $actual !== '',
+            'contains' => is_string($actual) && $value !== null && str_contains(mb_strtolower($actual), mb_strtolower((string) $value)),
+            default => false,
+        };
+    }
+
+    protected function applyActions(Trigger $trigger, Ticket $ticket): void
+    {
+        foreach ($trigger->actions as $action) {
+            match ($action['type'] ?? null) {
+                'set_status' => $this->applySetStatus($ticket, $action['value'] ?? null),
+                'set_priority' => $this->applySetPriority($ticket, $action['value'] ?? null),
+                'set_team' => $this->applySetTeam($ticket, $action['value'] ?? null),
+                'set_assignee' => $this->applySetAssignee($ticket, $action['value'] ?? null),
+                'send_notification' => $this->applySendNotification($ticket, $action),
+                default => null,
+            };
+        }
+    }
+
+    protected function applySetStatus(Ticket $ticket, ?string $value): void
+    {
+        if (! $value || ! Status::query()->where('key', $value)->exists() || $ticket->status_key === $value) {
+            return;
+        }
+
+        $this->tickets->setStatus($ticket, $value);
+    }
+
+    protected function applySetPriority(Ticket $ticket, ?string $value): void
+    {
+        if (! $value || ! Priority::query()->where('key', $value)->exists() || $ticket->priority_key === $value) {
+            return;
+        }
+
+        $this->tickets->setPriority($ticket, $value);
+    }
+
+    protected function applySetTeam(Ticket $ticket, null|string|int $value): void
+    {
+        if ($value === null || (int) $ticket->team_id === (int) $value) {
+            return;
+        }
+
+        $team = Team::query()->find($value);
+
+        if ($team) {
+            $this->tickets->setTeam($ticket, $team);
+        }
+    }
+
+    protected function applySetAssignee(Ticket $ticket, null|string|int $value): void
+    {
+        if ($value === null || (int) $ticket->assignee_id === (int) $value) {
+            return;
+        }
+
+        $assignee = User::query()->find($value);
+
+        if ($assignee) {
+            $this->tickets->setAssignee($ticket, $assignee);
+        }
+    }
+
+    protected function applySendNotification(Ticket $ticket, array $action): void
+    {
+        $templateId = $action['email_template_id'] ?? null;
+
+        if (! $templateId) {
+            return;
+        }
+
+        $this->tickets->sendCustomNotification($ticket, $action['recipient'] ?? 'client', (int) $templateId);
+    }
+}

src/app/Support/Settings.php

@@ -22,6 +22,9 @@ class Settings
         'attachment_allowed_types' => 'jpg,jpeg,png,pdf,doc,docx,xls,xlsx,zip,txt',
         'session_lifetime_minutes' => '120',
         'timezone' => 'UTC',
+        'ticket_number_prefix' => '#',
+        'ticket_number_obfuscate' => '0',
+        'ticket_number_min_length' => '4',
         'ldap_enabled' => '1',
         'ldap_host' => '',
         'ldap_port' => '389',

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 {

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": "*"

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 @@
             ],
             "time": "2024-02-09T16:56:22+00:00"
         },
+        {
+            "name": "clue/redis-protocol",
+            "version": "v0.3.2",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/clue/redis-protocol.git",
+                "reference": "6f565332f5531b7722d1e9c445314b91862f6d6c"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/clue/redis-protocol/zipball/6f565332f5531b7722d1e9c445314b91862f6d6c",
+                "reference": "6f565332f5531b7722d1e9c445314b91862f6d6c",
+                "shasum": ""
+            },
+            "require": {
+                "php": ">=5.3"
+            },
+            "require-dev": {
+                "phpunit/phpunit": "^9.6 || ^5.7 || ^4.8.36"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "Clue\\Redis\\Protocol\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Christian Lück",
+                    "email": "christian@lueck.tv"
+                }
+            ],
+            "description": "A streaming Redis protocol (RESP) parser and serializer written in pure PHP.",
+            "homepage": "https://github.com/clue/redis-protocol",
+            "keywords": [
+                "parser",
+                "protocol",
+                "redis",
+                "resp",
+                "serializer",
+                "streaming"
+            ],
+            "support": {
+                "issues": "https://github.com/clue/redis-protocol/issues",
+                "source": "https://github.com/clue/redis-protocol/tree/v0.3.2"
+            },
+            "funding": [
+                {
+                    "url": "https://clue.engineering/support",
+                    "type": "custom"
+                },
+                {
+                    "url": "https://github.com/clue",
+                    "type": "github"
+                }
+            ],
+            "time": "2024-08-07T11:06:28+00:00"
+        },
+        {
+            "name": "clue/redis-react",
+            "version": "v2.8.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/clue/reactphp-redis.git",
+                "reference": "84569198dfd5564977d2ae6a32de4beb5a24bdca"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/clue/reactphp-redis/zipball/84569198dfd5564977d2ae6a32de4beb5a24bdca",
+                "reference": "84569198dfd5564977d2ae6a32de4beb5a24bdca",
+                "shasum": ""
+            },
+            "require": {
+                "clue/redis-protocol": "^0.3.2",
+                "evenement/evenement": "^3.0 || ^2.0 || ^1.0",
+                "php": ">=5.3",
+                "react/event-loop": "^1.2",
+                "react/promise": "^3.2 || ^2.0 || ^1.1",
+                "react/promise-timer": "^1.11",
+                "react/socket": "^1.16"
+            },
+            "require-dev": {
+                "clue/block-react": "^1.5",
+                "phpunit/phpunit": "^9.6 || ^5.7 || ^4.8.36"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "Clue\\React\\Redis\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Christian Lück",
+                    "email": "christian@clue.engineering"
+                }
+            ],
+            "description": "Async Redis client implementation, built on top of ReactPHP.",
+            "homepage": "https://github.com/clue/reactphp-redis",
+            "keywords": [
+                "async",
+                "client",
+                "database",
+                "reactphp",
+                "redis"
+            ],
+            "support": {
+                "issues": "https://github.com/clue/reactphp-redis/issues",
+                "source": "https://github.com/clue/reactphp-redis/tree/v2.8.0"
+            },
+            "funding": [
+                {
+                    "url": "https://clue.engineering/support",
+                    "type": "custom"
+                },
+                {
+                    "url": "https://github.com/clue",
+                    "type": "github"
+                }
+            ],
+            "time": "2025-01-03T16:18:33+00:00"
+        },
         {
             "name": "darkaonline/l5-swagger",
             "version": "11.1.0",
@@ -730,6 +860,53 @@
             ],
             "time": "2025-03-06T22:45:56+00:00"
         },
+        {
+            "name": "evenement/evenement",
+            "version": "v3.0.2",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/igorw/evenement.git",
+                "reference": "0a16b0d71ab13284339abb99d9d2bd813640efbc"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/igorw/evenement/zipball/0a16b0d71ab13284339abb99d9d2bd813640efbc",
+                "reference": "0a16b0d71ab13284339abb99d9d2bd813640efbc",
+                "shasum": ""
+            },
+            "require": {
+                "php": ">=7.0"
+            },
+            "require-dev": {
+                "phpunit/phpunit": "^9 || ^6"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "Evenement\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Igor Wiedler",
+                    "email": "igor@wiedler.ch"
+                }
+            ],
+            "description": "Événement is a very simple event dispatching library for PHP",
+            "keywords": [
+                "event-dispatcher",
+                "event-emitter"
+            ],
+            "support": {
+                "issues": "https://github.com/igorw/evenement/issues",
+                "source": "https://github.com/igorw/evenement/tree/v3.0.2"
+            },
+            "time": "2023-08-08T05:53:35+00:00"
+        },
         {
             "name": "fruitcake/php-cors",
             "version": "v1.4.0",
@@ -1566,6 +1743,85 @@
             },
             "time": "2026-06-26T00:11:25+00:00"
         },
+        {
+            "name": "laravel/reverb",
+            "version": "v1.11.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/laravel/reverb.git",
+                "reference": "dca414f38e0f7acc237890ca18edfb5f3d535f86"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/laravel/reverb/zipball/dca414f38e0f7acc237890ca18edfb5f3d535f86",
+                "reference": "dca414f38e0f7acc237890ca18edfb5f3d535f86",
+                "shasum": ""
+            },
+            "require": {
+                "clue/redis-react": "^2.6",
+                "guzzlehttp/psr7": "^2.6",
+                "illuminate/console": "^10.47|^11.0|^12.0|^13.0",
+                "illuminate/contracts": "^10.47|^11.0|^12.0|^13.0",
+                "illuminate/http": "^10.47|^11.0|^12.0|^13.0",
+                "illuminate/support": "^10.47|^11.0|^12.0|^13.0",
+                "laravel/prompts": "^0.1.15|^0.2.0|^0.3.0",
+                "php": "^8.2",
+                "pusher/pusher-php-server": "^7.2",
+                "ratchet/rfc6455": "^0.4",
+                "react/promise-timer": "^1.10",
+                "react/socket": "^1.14",
+                "symfony/console": "^6.0|^7.0|^8.0",
+                "symfony/http-foundation": "^6.3|^7.0|^8.0"
+            },
+            "require-dev": {
+                "orchestra/testbench": "^8.36|^9.15|^10.8|^11.0",
+                "pestphp/pest": "^2.0|^3.0|^4.0",
+                "phpstan/phpstan": "^1.10",
+                "ratchet/pawl": "^0.4.1",
+                "react/async": "^4.2",
+                "react/http": "^1.9"
+            },
+            "type": "library",
+            "extra": {
+                "laravel": {
+                    "providers": [
+                        "Laravel\\Reverb\\ApplicationManagerServiceProvider",
+                        "Laravel\\Reverb\\ReverbServiceProvider"
+                    ]
+                }
+            },
+            "autoload": {
+                "psr-4": {
+                    "Laravel\\Reverb\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Taylor Otwell",
+                    "email": "taylor@laravel.com"
+                },
+                {
+                    "name": "Joe Dixon",
+                    "email": "joe@laravel.com"
+                }
+            ],
+            "description": "Laravel Reverb provides a real-time WebSocket communication backend for Laravel applications.",
+            "keywords": [
+                "WebSockets",
+                "laravel",
+                "real-time",
+                "websocket"
+            ],
+            "support": {
+                "issues": "https://github.com/laravel/reverb/issues",
+                "source": "https://github.com/laravel/reverb/tree/v1.11.0"
+            },
+            "time": "2026-06-25T02:41:17+00:00"
+        },
         {
             "name": "laravel/sanctum",
             "version": "v4.3.2",
@@ -3517,6 +3773,66 @@
             },
             "time": "2026-06-29T15:41:09+00:00"
         },
+        {
+            "name": "pusher/pusher-php-server",
+            "version": "7.2.8",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/pusher/pusher-http-php.git",
+                "reference": "4aa139ed2a2a805cd265449b691198beee1309d2"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/pusher/pusher-http-php/zipball/4aa139ed2a2a805cd265449b691198beee1309d2",
+                "reference": "4aa139ed2a2a805cd265449b691198beee1309d2",
+                "shasum": ""
+            },
+            "require": {
+                "ext-curl": "*",
+                "ext-json": "*",
+                "guzzlehttp/guzzle": "^7.2",
+                "php": "^7.3|^8.0",
+                "psr/log": "^1.0|^2.0|^3.0"
+            },
+            "require-dev": {
+                "overtrue/phplint": "^2.3",
+                "phpunit/phpunit": "^9.3"
+            },
+            "type": "library",
+            "extra": {
+                "branch-alias": {
+                    "dev-master": "5.0-dev"
+                }
+            },
+            "autoload": {
+                "psr-4": {
+                    "Pusher\\": "src/"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "description": "Library for interacting with the Pusher REST API",
+            "keywords": [
+                "events",
+                "messaging",
+                "php-pusher-server",
+                "publish",
+                "push",
+                "pusher",
+                "real time",
+                "real-time",
+                "realtime",
+                "rest",
+                "trigger"
+            ],
+            "support": {
+                "issues": "https://github.com/pusher/pusher-http-php/issues",
+                "source": "https://github.com/pusher/pusher-http-php/tree/7.2.8"
+            },
+            "time": "2026-05-18T13:11:36+00:00"
+        },
         {
             "name": "radebatz/type-info-extras",
             "version": "1.0.7",
@@ -3777,6 +4093,595 @@
             },
             "time": "2026-06-18T03:57:49+00:00"
         },
+        {
+            "name": "ratchet/rfc6455",
+            "version": "v0.4.1",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/ratchetphp/RFC6455.git",
+                "reference": "9b05f371219cbaf9748b505f139617dd0715592b"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/ratchetphp/RFC6455/zipball/9b05f371219cbaf9748b505f139617dd0715592b",
+                "reference": "9b05f371219cbaf9748b505f139617dd0715592b",
+                "shasum": ""
+            },
+            "require": {
+                "php": ">=7.4",
+                "psr/http-factory-implementation": "^1.0",
+                "symfony/polyfill-php80": "^1.15"
+            },
+            "require-dev": {
+                "guzzlehttp/psr7": "^2.7",
+                "phpunit/phpunit": "^9.5",
+                "react/socket": "^1.3"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "Ratchet\\RFC6455\\": "src"
+                }
+            },
+            "notification-url": "https://packagist.org/downloads/",
+            "license": [
+                "MIT"
+            ],
+            "authors": [
+                {
+                    "name": "Chris Boden",
+                    "email": "cboden@gmail.com",
+                    "role": "Developer"
+                },
+                {
+                    "name": "Matt Bonneau",
+                    "role": "Developer"
+                }
+            ],
+            "description": "RFC6455 WebSocket protocol handler",
+            "homepage": "http://socketo.me",
+            "keywords": [
+                "WebSockets",
+                "rfc6455",
+                "websocket"
+            ],
+            "support": {
+                "chat": "https://gitter.im/reactphp/reactphp",
+                "issues": "https://github.com/ratchetphp/RFC6455/issues",
+                "source": "https://github.com/ratchetphp/RFC6455/tree/v0.4.1"
+            },
+            "time": "2026-06-06T14:34:23+00:00"
+        },
+        {
+            "name": "react/cache",
+            "version": "v1.2.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/reactphp/cache.git",
+                "reference": "d47c472b64aa5608225f47965a484b75c7817d5b"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/reactphp/cache/zipball/d47c472b64aa5608225f47965a484b75c7817d5b",
+                "reference": "d47c472b64aa5608225f47965a484b75c7817d5b",
+                "shasum": ""
+            },
+            "require": {
+                "php": ">=5.3.0",
+                "react/promise": "^3.0 || ^2.0 || ^1.1"
+            },
+            "require-dev": {
+                "phpunit/phpunit": "^9.5 || ^5.7 || ^4.8.35"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "React\\Cache\\": "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, Promise-based cache interface for ReactPHP",
+            "keywords": [
+                "cache",
+                "caching",
+                "promise",
+                "reactphp"
+            ],
+            "support": {
+                "issues": "https://github.com/reactphp/cache/issues",
+                "source": "https://github.com/reactphp/cache/tree/v1.2.0"
+            },
+            "funding": [
+                {
+                    "url": "https://opencollective.com/reactphp",
+                    "type": "open_collective"
+                }
+            ],
+            "time": "2022-11-30T15:59:55+00:00"
+        },
+        {
+            "name": "react/dns",
+            "version": "v1.14.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/reactphp/dns.git",
+                "reference": "7562c05391f42701c1fccf189c8225fece1cd7c3"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/reactphp/dns/zipball/7562c05391f42701c1fccf189c8225fece1cd7c3",
+                "reference": "7562c05391f42701c1fccf189c8225fece1cd7c3",
+                "shasum": ""
+            },
+            "require": {
+                "php": ">=5.3.0",
+                "react/cache": "^1.0 || ^0.6 || ^0.5",
+                "react/event-loop": "^1.2",
+                "react/promise": "^3.2 || ^2.7 || ^1.2.1"
+            },
+            "require-dev": {
+                "phpunit/phpunit": "^9.6 || ^5.7 || ^4.8.36",
+                "react/async": "^4.3 || ^3 || ^2",
+                "react/promise-timer": "^1.11"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "React\\Dns\\": "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 DNS resolver for ReactPHP",
+            "keywords": [
+                "async",
+                "dns",
+                "dns-resolver",
+                "reactphp"
+            ],
+            "support": {
+                "issues": "https://github.com/reactphp/dns/issues",
+                "source": "https://github.com/reactphp/dns/tree/v1.14.0"
+            },
+            "funding": [
+                {
+                    "url": "https://opencollective.com/reactphp",
+                    "type": "open_collective"
+                }
+            ],
+            "time": "2025-11-18T19:34:28+00:00"
+        },
+        {
+            "name": "react/event-loop",
+            "version": "v1.6.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/reactphp/event-loop.git",
+                "reference": "ba276bda6083df7e0050fd9b33f66ad7a4ac747a"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/reactphp/event-loop/zipball/ba276bda6083df7e0050fd9b33f66ad7a4ac747a",
+                "reference": "ba276bda6083df7e0050fd9b33f66ad7a4ac747a",
+                "shasum": ""
+            },
+            "require": {
+                "php": ">=5.3.0"
+            },
+            "require-dev": {
+                "phpunit/phpunit": "^9.6 || ^5.7 || ^4.8.36"
+            },
+            "suggest": {
+                "ext-pcntl": "For signal handling support when using the StreamSelectLoop"
+            },
+            "type": "library",
+            "autoload": {
+                "psr-4": {
+                    "React\\EventLoop\\": "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": "ReactPHP's core reactor event loop that libraries can use for evented I/O.",
+            "keywords": [
+                "asynchronous",
+                "event-loop"
+            ],
+            "support": {
+                "issues": "https://github.com/reactphp/event-loop/issues",
+                "source": "https://github.com/reactphp/event-loop/tree/v1.6.0"
+            },
+            "funding": [
+                {
+                    "url": "https://opencollective.com/reactphp",
+                    "type": "open_collective"
+                }
+            ],
+            "time": "2025-11-17T20:46:25+00:00"
+        },
+        {
+            "name": "react/promise",
+            "version": "v3.3.0",
+            "source": {
+                "type": "git",
+                "url": "https://github.com/reactphp/promise.git",
+                "reference": "23444f53a813a3296c1368bb104793ce8d88f04a"
+            },
+            "dist": {
+                "type": "zip",
+                "url": "https://api.github.com/repos/reactphp/promise/zipball/23444f53a813a3296c1368bb104793ce8d88f04a",
+                "reference": "23444f53a813a3296c1368bb104793ce8d88f04a",
+                "shasum": ""
+            },
+            "require": {
+                "php": ">=7.1.0"
+            },
+            "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",

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',
+        ],
+
+    ],
+
+];

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),
+                ],
+            ],
+        ],
+
+    ],
+
+];

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');
+    }
+};

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');
+    }
+};

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');
+        });
+    }
+};

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();
+    }
+};

src/database/migrations/2026_07_22_000148_create_ticket_watchers_table.php

@@ -0,0 +1,25 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::create('ticket_watchers', function (Blueprint $table) {
+            $table->id();
+            $table->foreignId('ticket_id')->constrained()->cascadeOnDelete();
+            $table->foreignId('user_id')->constrained()->cascadeOnDelete();
+            $table->timestamps();
+
+            $table->unique(['ticket_id', 'user_id']);
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('ticket_watchers');
+    }
+};

src/database/migrations/2026_07_22_000149_create_notification_preferences_table.php

@@ -0,0 +1,37 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * One row per (user, event_category) — only written the first time a
+     * user actually toggles a checkbox on their notification-preferences
+     * page. A missing row is not "notifications off"; callers must fall
+     * back to NotificationPreference::DEFAULTS, never treat absence as
+     * all-false (see NotificationPreference::rowFor()).
+     */
+    public function up(): void
+    {
+        Schema::create('notification_preferences', function (Blueprint $table) {
+            $table->id();
+            $table->foreignId('user_id')->constrained()->cascadeOnDelete();
+            $table->string('event_category');
+            $table->boolean('scope_mine')->default(false);
+            $table->boolean('scope_unassigned')->default(false);
+            $table->boolean('scope_watched')->default(false);
+            $table->boolean('scope_all')->default(false);
+            $table->boolean('email')->default(false);
+            $table->timestamps();
+
+            $table->unique(['user_id', 'event_category']);
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('notification_preferences');
+    }
+};

src/database/migrations/2026_07_22_000150_create_triggers_table.php

@@ -0,0 +1,34 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Event-driven business rules (see App\Services\TriggerEngine) —
+     * conditions/actions are JSON so an admin can add/edit rules entirely
+     * through the UI, with no migration needed per rule. Deliberately no
+     * dedup/log table here (unlike automation_rule_ticket_logs): a trigger
+     * is meant to re-fire on every matching event, not latch until reset.
+     */
+    public function up(): void
+    {
+        Schema::create('triggers', function (Blueprint $table) {
+            $table->id();
+            $table->string('name');
+            $table->boolean('enabled')->default(true);
+            $table->string('event');
+            $table->json('conditions');
+            $table->json('actions');
+            $table->unsignedInteger('sort_order')->default(0);
+            $table->timestamps();
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('triggers');
+    }
+};

src/database/migrations/2026_07_22_000151_create_trigger_email_templates_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
+{
+    /**
+     * Separate from email_templates on purpose: those are fixed 1:1 to a
+     * built-in notification trigger (no add/delete/reassign — see
+     * Admin\Panel::editingTemplate()), while these are freely add/edit/
+     * delete-able by admins for use in the "Wyślij powiadomienie e-mail"
+     * trigger action (App\Services\TriggerEngine::applySendNotification).
+     */
+    public function up(): void
+    {
+        Schema::create('trigger_email_templates', function (Blueprint $table) {
+            $table->id();
+            $table->string('name');
+            $table->string('subject');
+            $table->text('body');
+            $table->timestamps();
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('trigger_email_templates');
+    }
+};

src/database/migrations/2026_07_23_000152_add_checksum_to_tickets_table.php

@@ -0,0 +1,46 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::table('tickets', function (Blueprint $table) {
+            $table->string('checksum', 20)->nullable()->unique()->after('number');
+        });
+
+        // Backfill: every existing ticket gets a stable, HMAC-derived
+        // checksum (mirrors Ticket::generateUniqueChecksum()) so the
+        // "hide ticket order" numbering mode has a real, unique, indexed
+        // column to resolve ticket URLs against instead of only being a
+        // display-time computation.
+        $assigned = [];
+
+        DB::table('tickets')->orderBy('id')->select('id')->chunkById(500, function ($tickets) use (&$assigned) {
+            foreach ($tickets as $ticket) {
+                $nonce = 0;
+
+                do {
+                    $hash = hash_hmac('sha256', $ticket->id.'|'.$nonce, (string) config('app.key'));
+                    $candidate = (string) (hexdec(substr($hash, 0, 8)) % 900000 + 100000);
+                    $nonce++;
+                } while (isset($assigned[$candidate]));
+
+                $assigned[$candidate] = true;
+
+                DB::table('tickets')->where('id', $ticket->id)->update(['checksum' => $candidate]);
+            }
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('tickets', function (Blueprint $table) {
+            $table->dropColumn('checksum');
+        });
+    }
+};

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([
+            $ids[$key] = EmailTemplate::query()->firstOrCreate(['key' => $key], [
-                '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([
+            NotificationSetting::query()->firstOrCreate(['trigger_key' => $setting['trigger_key']], [
-                'trigger_key' => $setting['trigger_key'],
                 'trigger_label' => $setting['trigger_label'],
                 'enabled' => $setting['enabled'],
                 'recipient' => $setting['recipient'],

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",

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",

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%; }

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';

src/resources/js/echo.js

@@ -0,0 +1,112 @@
+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));
+}
+
+/**
+ * Every logged-in user's own private notification stream — refreshes the
+ * bell instantly (see NotificationBell::onBellNotification()) and, when the
+ * viewer has opted in via the toggle on the notification-preferences page,
+ * also raises an in-tab browser Notification. Deliberately lightweight: no
+ * service worker, no push subscription — this only fires while the tab
+ * calling it is open, same limitation as the operator.queue block above.
+ */
+if (window.currentUserId) {
+    window.Echo.private('App.Models.User.' + window.currentUserId)
+        .listen('.NotificationCreated', (e) => {
+            Livewire.dispatch('bell-notification-received', { notificationId: e.notificationId });
+
+            if (
+                localStorage.getItem('browserNotificationsEnabled') === '1'
+                && typeof Notification !== 'undefined'
+                && Notification.permission === 'granted'
+            ) {
+                const popup = new Notification(e.message, { tag: e.notificationId });
+                popup.onclick = () => {
+                    window.focus();
+                    window.location.href = e.url;
+                };
+            }
+        })
+        .error((error) => console.error('user notification channel 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;

src/resources/views/components/message-attachment.blade.php

@@ -2,24 +2,12 @@
 
 @php
     $url = \Illuminate\Support\Facades\Storage::disk('public')->url($attachment->path);
-    $isImage = \Illuminate\Support\Str::startsWith($attachment->mime ?? '', 'image/');
 @endphp
 
-@if ($isImage)
+<a
-    <a href="{{ $url }}" target="_blank" style="display:block;margin-top:8px">
-        <img
-            src="{{ $url }}"
-            alt="{{ $attachment->original_name }}"
-            loading="lazy"
-            style="max-width:220px;max-height:160px;border-radius:8px;border:1px solid var(--color-divider);object-fit:cover;cursor:zoom-in;display:block"
-        >
-    </a>
-@else
-    <a
     href="{{ $url }}"
     target="_blank"
     style="display:inline-flex;align-items:center;gap:6px;margin-top:8px;padding:5px 10px;border:1px solid var(--color-divider);border-radius:6px;font-size:12.5px;color:inherit;text-decoration:none;background:color-mix(in srgb, var(--color-text) 5%, transparent)"
-    >
+>
     <span class="material-symbols-outlined" style="font-size:15px">attach_file</span>{{ $attachment->original_name }}
-    </a>
+</a>
-@endif

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)
@@ -41,6 +42,18 @@
                 <div style="border-top:1px solid var(--color-divider)"></div>
             @endif
 
+            @if ($user && ($user->isOperator() || $user->isAdmin()))
+                <a
+                    href="{{ route('settings.notifications') }}"
+                    wire:navigate
+                    @click="open = false"
+                    class="theme-toggle-option"
+                    style="text-decoration:none;color:{{ request()->routeIs('settings.*') ? 'var(--color-accent)' : 'var(--color-text)' }};font-size:12.5px"
+                >Powiadomienia</a>
+
+                <div style="border-top:1px solid var(--color-divider)"></div>
+            @endif
+
             <a
                 href="{{ route('logout') }}"
                 onclick="event.preventDefault(); document.getElementById('profile-menu-logout-form').submit();"

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')">

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

src/resources/views/livewire/admin/panel.blade.php

@@ -7,6 +7,8 @@ $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'],
+        ['key' => 'triggers', 'label' => 'Wyzwalacze', 'icon' => 'rule'],
     ],
     'Zespół' => [
         ['key' => 'users', 'label' => 'Użytkownicy', 'icon' => 'group'],
@@ -15,8 +17,10 @@ $tabGroups = [
     ],
     'Ustawienia' => [
         ['key' => 'templates', 'label' => 'Szablony e-mail', 'icon' => 'mail'],
+        ['key' => 'email', 'label' => 'E-MAIL', 'icon' => 'forward_to_inbox'],
         ['key' => 'branding', 'label' => 'Wygląd i branding', 'icon' => 'palette'],
         ['key' => 'config', 'label' => 'Konfiguracja', 'icon' => 'settings'],
+        ['key' => 'integrations', 'label' => 'Integracje', 'icon' => 'hub'],
         ['key' => 'api-keys', 'label' => 'Klucze API', 'icon' => 'vpn_key'],
         ['key' => 'about', 'label' => 'O aplikacji', 'icon' => 'info'],
     ],
@@ -322,6 +326,44 @@ $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({{ $rule->id }})">Usuń</button>
+                                    </div>
+                                </div>
+                            </div>
+                        @endforeach
+                    </div>
+                @else
+                    <p class="text-muted" style="font-size:13px">Brak reguł automatyzacji. Dodaj pierwszą używając przycisku wyżej.</p>
+                @endif
+            @endif
+
+            {{-- ================= TRIGGERS ================= --}}
+            @if ($tab === 'triggers')
+                <livewire:admin.triggers />
+            @endif
+
             {{-- ================= STATUSES ================= --}}
             @if ($tab === 'statuses')
                 <h3 style="margin:0 0 6px">Statusy</h3>
@@ -401,6 +443,27 @@ $tabGroups = [
 
             {{-- ================= EMAIL TEMPLATES ================= --}}
             @if ($tab === 'templates')
+                <h3 style="margin:0 0 6px">Powiadomienia e-mail</h3>
+                <p class="text-muted" style="font-size:12.5px;margin:0 0 14px">Każde zdarzenie ma stały, przypisany na stałe szablon — możesz go dowolnie edytować, ale nie zmienić na inny. Wyłącz przełącznik, żeby dana wiadomość nigdy nie była wysyłana.</p>
+                <div class="table-wrap">
+                    <table class="table">
+                        <thead><tr><th>Zdarzenie</th><th>Odbiorca</th><th>Wysyłane</th><th></th></tr></thead>
+                        <tbody>
+                            @foreach ($this->notificationSettings as $ns)
+                                <tr>
+                                    <td style="white-space:nowrap">{{ $ns->trigger_label }}</td>
+                                    <td><span class="tag tag-outline">{{ $ns->recipient === 'operator' ? 'Operator' : 'Zgłaszający' }}</span></td>
+                                    <td><input type="checkbox" @checked($ns->enabled) wire:click="toggleNotificationEnabled({{ $ns->id }})"></td>
+                                    <td><button type="button" class="btn btn-ghost" wire:click="editEmailTemplate({{ $ns->email_template_id }})">Edytuj szablon</button></td>
+                                </tr>
+                            @endforeach
+                        </tbody>
+                    </table>
+                </div>
+            @endif
+
+            {{-- ================= E-MAIL ================= --}}
+            @if ($tab === 'email')
                 <h3 style="margin:0 0 6px">Wygląd wiadomości e-mail</h3>
                 <p class="text-muted" style="font-size:12.5px;margin:0 0 14px">Każde powiadomienie wysyłane jest w stałym „pudełku” (nazwa firmy, ramka, treść zdarzenia) — tu edytujesz tylko jego stopkę. Po prawej — podgląd na żywo na przykładowym zgłoszeniu.</p>
 
@@ -420,23 +483,45 @@ $tabGroups = [
                     </div>
                 </div>
 
-                <h3 style="margin:0 0 6px">Powiadomienia e-mail</h3>
+                <h3 style="margin:0 0 14px">E-mail (SMTP)</h3>
-                <p class="text-muted" style="font-size:12.5px;margin:0 0 14px">Każde zdarzenie ma stały, przypisany na stałe szablon — możesz go dowolnie edytować, ale nie zmienić na inny. Wyłącz przełącznik, żeby dana wiadomość nigdy nie była wysyłana.</p>
+                <form wire:submit="saveMailConfig" class="card" style="padding:20px;gap:14px;max-width:480px">
-                <div class="table-wrap">
+                    <div class="field"><label>Adres nadawcy</label><input class="input" type="email" placeholder="wsparcie@firma.pl" wire:model="mailConfig.fromAddress"></div>
-                    <table class="table">
+                    <div class="field"><label>Nazwa nadawcy</label><input class="input" placeholder="Zespół Wsparcia" wire:model="mailConfig.fromName"></div>
-                        <thead><tr><th>Zdarzenie</th><th>Odbiorca</th><th>Wysyłane</th><th></th></tr></thead>
+
-                        <tbody>
+                    <div class="hr"></div>
-                            @foreach ($this->notificationSettings as $ns)
+
-                                <tr>
+                    <label class="radio"><input type="checkbox" wire:model="mailConfig.smtpEnabled" style="position:static;opacity:1;width:auto;height:auto"><strong>Włącz wysyłkę przez własny serwer SMTP</strong></label>
-                                    <td style="white-space:nowrap">{{ $ns->trigger_label }}</td>
+                    <span class="text-muted" style="font-size:11.5px;margin-top:-8px">Bez włączenia aplikacja wysyła pocztę zgodnie z konfiguracją środowiska (.env).</span>
-                                    <td><span class="tag tag-outline">{{ $ns->recipient === 'operator' ? 'Operator' : 'Zgłaszający' }}</span></td>
+
-                                    <td><input type="checkbox" @checked($ns->enabled) wire:click="toggleNotificationEnabled({{ $ns->id }})"></td>
+                    @if ($mailConfig['smtpEnabled'])
-                                    <td><button type="button" class="btn btn-ghost" wire:click="editEmailTemplate({{ $ns->email_template_id }})">Edytuj szablon</button></td>
+                        <div class="field"><label>Host SMTP</label><input class="input" placeholder="smtp.example.com" wire:model="mailConfig.smtpHost"></div>
-                                </tr>
+                        <div style="display:flex;gap:10px">
-                            @endforeach
+                            <div class="field" style="flex:1"><label>Port</label><input class="input" type="number" placeholder="587" wire:model="mailConfig.smtpPort"></div>
-                        </tbody>
+                            <div class="field" style="flex:1">
-                    </table>
+                                <label>Szyfrowanie</label>
+                                <select class="input" wire:model="mailConfig.smtpEncryption">
+                                    <option value="none">Brak</option>
+                                    <option value="tls">STARTTLS</option>
+                                    <option value="ssl">SSL/TLS</option>
+                                </select>
                             </div>
+                        </div>
+                        <div class="field"><label>Użytkownik</label><input class="input" wire:model="mailConfig.smtpUsername"></div>
+                        <div class="field"><label>Hasło</label><input class="input" type="password" placeholder="(bez zmian jeśli puste)" wire:model="mailConfig.smtpPassword"></div>
+
+                        <div style="display:flex;gap:10px;margin-top:8px;align-items:center;flex-wrap:wrap">
+                            <button type="button" class="btn btn-secondary" wire:click="testMailConnection">Wyślij testową wiadomość</button>
+                            <button type="submit" class="btn btn-primary">Zapisz</button>
+                            @if ($mailTestResult === 'ok')
+                                <div style="display:flex;align-items:center;gap:6px;color:var(--color-success)"><span class="material-symbols-outlined" style="font-size:18px">check_circle</span>Wysłano na Twój adres</div>
+                            @elseif ($mailTestResult === 'error')
+                                <div style="display:flex;align-items:center;gap:6px;color:var(--color-danger)"><span class="material-symbols-outlined" style="font-size:18px">error</span>Błąd wysyłki</div>
+                            @endif
+                        </div>
+                    @else
+                        <button type="submit" class="btn btn-primary" style="align-self:flex-start">Zapisz</button>
+                    @endif
+                </form>
             @endif
 
             {{-- ================= BRANDING ================= --}}
@@ -532,6 +617,21 @@ $tabGroups = [
                                 </select>
                             </div>
                             <label class="radio"><input type="checkbox" wire:model="systemConfig.autoAssignByCategory" style="position:static;opacity:1;width:auto;height:auto">Automatyczne przypisywanie do zespołu wg kategorii</label>
+
+                            <div class="hr"></div>
+
+                            <div class="field">
+                                <label>Prefiks numeru zgłoszenia</label>
+                                <input class="input" maxlength="20" placeholder="#" wire:model.live="systemConfig.ticketNumberPrefix">
+                            </div>
+                            <div class="field">
+                                <label>Minimalna długość numeru (uzupełniana zerami z przodu)</label>
+                                <input class="input" type="number" min="1" max="10" wire:model.live="systemConfig.ticketNumberMinLength">
+                            </div>
+                            <label class="radio"><input type="checkbox" wire:model.live="systemConfig.ticketNumberObfuscate" style="position:static;opacity:1;width:auto;height:auto">Ukryj kolejność zgłoszeń (numer wyświetlany jako suma kontrolna zamiast kolejnego numeru)</label>
+                            <div class="text-muted" style="font-size:12px">
+                                ID z bazy: {{ $this->ticketNumberPreview['id'] }} &rarr; podgląd numeru: {{ $this->ticketNumberPreview['formatted'] }}
+                            </div>
                         </div>
 
                         <div class="card" style="padding:20px;gap:14px">
@@ -581,46 +681,14 @@ $tabGroups = [
                         </div>
                     </form>
 
-                    <form wire:submit="saveMailConfig" class="card" style="padding:20px;gap:14px">
-                        <h4 style="margin:0">E-mail (SMTP)</h4>
-                        <div class="field"><label>Adres nadawcy</label><input class="input" type="email" placeholder="wsparcie@firma.pl" wire:model="mailConfig.fromAddress"></div>
-                        <div class="field"><label>Nazwa nadawcy</label><input class="input" placeholder="Zespół Wsparcia" wire:model="mailConfig.fromName"></div>
-                        <p class="text-muted" style="font-size:11.5px;margin:-4px 0 0">Stopka wiadomości e-mail edytowana jest w zakładce „Szablony e-mail”.</p>
-
-                        <div class="hr"></div>
-
-                        <label class="radio"><input type="checkbox" wire:model="mailConfig.smtpEnabled" style="position:static;opacity:1;width:auto;height:auto"><strong>Włącz wysyłkę przez własny serwer SMTP</strong></label>
-                        <span class="text-muted" style="font-size:11.5px;margin-top:-8px">Bez włączenia aplikacja wysyła pocztę zgodnie z konfiguracją środowiska (.env).</span>
-
-                        @if ($mailConfig['smtpEnabled'])
-                            <div class="field"><label>Host SMTP</label><input class="input" placeholder="smtp.example.com" wire:model="mailConfig.smtpHost"></div>
-                            <div style="display:flex;gap:10px">
-                                <div class="field" style="flex:1"><label>Port</label><input class="input" type="number" placeholder="587" wire:model="mailConfig.smtpPort"></div>
-                                <div class="field" style="flex:1">
-                                    <label>Szyfrowanie</label>
-                                    <select class="input" wire:model="mailConfig.smtpEncryption">
-                                        <option value="none">Brak</option>
-                                        <option value="tls">STARTTLS</option>
-                                        <option value="ssl">SSL/TLS</option>
-                                    </select>
                 </div>
-                            </div>
-                            <div class="field"><label>Użytkownik</label><input class="input" wire:model="mailConfig.smtpUsername"></div>
-                            <div class="field"><label>Hasło</label><input class="input" type="password" placeholder="(bez zmian jeśli puste)" wire:model="mailConfig.smtpPassword"></div>
-
-                            <div style="display:flex;gap:10px;margin-top:8px;align-items:center;flex-wrap:wrap">
-                                <button type="button" class="btn btn-secondary" wire:click="testMailConnection">Wyślij testową wiadomość</button>
-                                <button type="submit" class="btn btn-primary">Zapisz</button>
-                                @if ($mailTestResult === 'ok')
-                                    <div style="display:flex;align-items:center;gap:6px;color:var(--color-success)"><span class="material-symbols-outlined" style="font-size:18px">check_circle</span>Wysłano na Twój adres</div>
-                                @elseif ($mailTestResult === 'error')
-                                    <div style="display:flex;align-items:center;gap:6px;color:var(--color-danger)"><span class="material-symbols-outlined" style="font-size:18px">error</span>Błąd wysyłki</div>
             @endif
-                            </div>
+
-                        @else
+            {{-- ================= INTEGRATIONS ================= --}}
-                            <button type="submit" class="btn btn-primary" style="align-self:flex-start">Zapisz</button>
+            @if ($tab === 'integrations')
-                        @endif
+                <h3 style="margin:0 0 16px">Integracje</h3>
-                    </form>
+
+                <div style="display:grid;grid-template-columns:repeat(auto-fit,minmax(340px,1fr));gap:20px;align-items:start">
 
                     <form wire:submit="saveLdapConfig" class="card" style="padding:20px;gap:14px">
                         <h4 style="margin:0">LDAP / Active Directory</h4>
@@ -803,6 +871,96 @@ $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">

src/resources/views/livewire/admin/triggers.blade.php

@@ -0,0 +1,303 @@
+@php
+    $eventLabels = \App\Livewire\Admin\Triggers::eventLabels();
+    $fieldLabels = \App\Livewire\Admin\Triggers::fieldLabels();
+    $operatorLabels = \App\Livewire\Admin\Triggers::operatorLabels();
+    $actionTypeLabels = \App\Livewire\Admin\Triggers::actionTypeLabels();
+@endphp
+<div>
+    <div style="display:flex;justify-content:space-between;align-items:center;margin-bottom:14px">
+        <h3 style="margin:0">Wyzwalacze</h3>
+        <button class="btn btn-primary" type="button" wire:click="openForm">+ Nowy wyzwalacz</button>
+    </div>
+
+    <p class="text-muted" style="font-size:12.5px;margin:0 0 14px">
+        Wyzwalacze reagują natychmiast na zdarzenie w zgłoszeniu (utworzenie, zmiana pola, nowy komentarz) — w odróżnieniu od Automatyzacji SLA (zakładka obok), która działa na podstawie czasu milczenia klienta. Warunki wyzwalacza muszą być spełnione wszystkie naraz (ORAZ); akcje wykonują się w podanej kolejności.
+    </p>
+
+    @if ($this->triggers->isNotEmpty())
+        <div class="table-wrap">
+            <table class="table">
+                <thead>
+                    <tr>
+                        <th></th>
+                        <th>Nazwa</th>
+                        <th>Zdarzenie</th>
+                        <th>Warunki</th>
+                        <th>Akcje</th>
+                        <th>Aktywny</th>
+                        <th></th>
+                    </tr>
+                </thead>
+                <tbody>
+                    @foreach ($this->triggers as $trigger)
+                        <tr wire:key="trigger-{{ $trigger->id }}">
+                            <td style="white-space:nowrap">
+                                <button type="button" class="btn btn-ghost" style="padding:0 4px" wire:click="moveUp({{ $trigger->id }})" title="Przenieś wyżej">
+                                    <span class="material-symbols-outlined" style="font-size:16px">arrow_upward</span>
+                                </button>
+                                <button type="button" class="btn btn-ghost" style="padding:0 4px" wire:click="moveDown({{ $trigger->id }})" title="Przenieś niżej">
+                                    <span class="material-symbols-outlined" style="font-size:16px">arrow_downward</span>
+                                </button>
+                            </td>
+                            <td style="white-space:nowrap">{{ $trigger->name }}</td>
+                            <td><span class="tag tag-outline">{{ $eventLabels[$trigger->event] ?? $trigger->event }}</span></td>
+                            <td class="text-muted" style="font-size:12px">
+                                {{ count($trigger->conditions) }} {{ count($trigger->conditions) === 1 ? 'warunek' : 'warunków' }}
+                            </td>
+                            <td class="text-muted" style="font-size:12px">
+                                {{ count($trigger->actions) }} {{ count($trigger->actions) === 1 ? 'akcja' : 'akcji' }}
+                            </td>
+                            <td><input type="checkbox" @checked($trigger->enabled) wire:click="toggleEnabled({{ $trigger->id }})"></td>
+                            <td>
+                                <div style="display:flex;gap:6px;justify-content:flex-end">
+                                    <button class="btn btn-ghost" type="button" wire:click="editTrigger({{ $trigger->id }})">Edytuj</button>
+                                    <button class="btn btn-ghost" type="button" wire:click="removeTrigger({{ $trigger->id }})" wire:confirm="Usunąć wyzwalacz „{{ $trigger->name }}”?">Usuń</button>
+                                </div>
+                            </td>
+                        </tr>
+                    @endforeach
+                </tbody>
+            </table>
+        </div>
+    @else
+        <p class="text-muted" style="font-size:13px">Brak wyzwalaczy. Utwórz pierwszy używając przycisku wyżej.</p>
+    @endif
+
+    <div class="hr" style="margin:22px 0"></div>
+
+    <div style="display:flex;justify-content:space-between;align-items:center;margin-bottom:14px">
+        <div>
+            <h3 style="margin:0">Szablony e-mail wyzwalaczy</h3>
+            <p class="text-muted" style="font-size:12.5px;margin:4px 0 0">
+                Osobne od szablonów w zakładce „Szablony e-mail” (te są przypisane na stałe do zdarzeń systemowych) — te
+                tutaj możesz dowolnie dodawać, edytować i usuwać, do wykorzystania w akcji „Wyślij powiadomienie e-mail” wyzwalacza.
+            </p>
+        </div>
+        <button class="btn btn-primary" type="button" wire:click="openTemplateForm" style="flex:none">+ Nowy szablon</button>
+    </div>
+
+    @if ($this->emailTemplates->isNotEmpty())
+        <div class="table-wrap">
+            <table class="table">
+                <thead><tr><th>Nazwa</th><th>Temat</th><th></th></tr></thead>
+                <tbody>
+                    @foreach ($this->emailTemplates as $template)
+                        <tr wire:key="trigger-template-{{ $template->id }}">
+                            <td style="white-space:nowrap">{{ $template->name }}</td>
+                            <td>{{ $template->subject }}</td>
+                            <td>
+                                <div style="display:flex;gap:6px;justify-content:flex-end">
+                                    <button class="btn btn-ghost" type="button" wire:click="editTemplate({{ $template->id }})">Edytuj</button>
+                                    <button class="btn btn-ghost" type="button" wire:click="removeTemplate({{ $template->id }})" wire:confirm="Usunąć szablon „{{ $template->name }}”?">Usuń</button>
+                                </div>
+                            </td>
+                        </tr>
+                    @endforeach
+                </tbody>
+            </table>
+        </div>
+    @else
+        <p class="text-muted" style="font-size:13px">Brak szablonów. Dodaj pierwszy używając przycisku wyżej.</p>
+    @endif
+
+    @if ($templateFormOpen)
+        <div class="dialog-backdrop">
+            <form wire:submit="submitTemplate" class="dialog" style="max-width:560px;max-height:88vh;overflow:auto">
+                <div class="dialog-title">{{ $editingTemplateId ? 'Edytuj szablon' : 'Nowy szablon' }}</div>
+
+                <div class="field">
+                    <label>Nazwa szablonu</label>
+                    <input class="input" wire:model="templateForm.name" placeholder="np. Przypomnienie o braku odpowiedzi">
+                    @error('templateForm.name') <span style="color:var(--color-danger);font-size:12px">{{ $message }}</span> @enderror
+                </div>
+
+                <div class="field">
+                    <label>Temat wiadomości</label>
+                    <input class="input" wire:model="templateForm.subject">
+                    @error('templateForm.subject') <span style="color:var(--color-danger);font-size:12px">{{ $message }}</span> @enderror
+                </div>
+
+                <div class="field">
+                    <label>Treść</label>
+                    <x-quill-editor wire:key="trigger-template-body-{{ $editingTemplateId ?? 'new' }}" :value="$templateForm['body']" on-change="setTemplateBodyDraft" min-height="160px" />
+                    @error('templateForm.body') <span style="color:var(--color-danger);font-size:12px">{{ $message }}</span> @enderror
+                </div>
+                <p class="text-muted" style="font-size:12px;margin:0">Dostępne zmienne: {numer}, {imie}, {temat}, {status}, {kategoria}, {priorytet}, {zespol}, {operator}, {link}. Ta treść trafia do wspólnego szablonu-pudełka (zakładka „E-MAIL”) w miejscu {tresc}.</p>
+
+                <div class="dialog-actions">
+                    <button type="button" class="btn btn-secondary" wire:click="closeTemplateForm">Anuluj</button>
+                    <button type="submit" class="btn btn-primary">{{ $editingTemplateId ? 'Zapisz' : 'Utwórz' }}</button>
+                </div>
+            </form>
+        </div>
+    @endif
+
+    @if ($formOpen)
+        <div class="dialog-backdrop">
+            <form wire:submit="submit" class="dialog" style="max-width:640px;max-height:88vh;overflow:auto">
+                <div class="dialog-title">{{ $editingId ? 'Edytuj wyzwalacz' : 'Nowy wyzwalacz' }}</div>
+
+                <div class="field">
+                    <label>Nazwa</label>
+                    <input class="input" wire:model="form.name" placeholder="np. Priorytet krytyczny → zespół VIP">
+                    @error('form.name') <span style="color:var(--color-danger);font-size:12px">{{ $message }}</span> @enderror
+                </div>
+
+                <div class="field">
+                    <label>Zdarzenie</label>
+                    <select class="input" wire:model="form.event">
+                        @foreach ($eventLabels as $key => $label)
+                            <option value="{{ $key }}">{{ $label }}</option>
+                        @endforeach
+                    </select>
+                </div>
+
+                <label class="radio"><input type="checkbox" wire:model="form.enabled" style="position:static;opacity:1;width:auto;height:auto">Aktywny</label>
+
+                <div class="hr"></div>
+
+                <div style="display:flex;justify-content:space-between;align-items:center">
+                    <label style="font-weight:500">Warunki (wszystkie muszą być spełnione)</label>
+                    <button type="button" class="btn btn-ghost" wire:click="addCondition">+ Dodaj warunek</button>
+                </div>
+
+                @foreach ($form['conditions'] as $i => $condition)
+                    <div wire:key="condition-{{ $i }}" style="display:flex;gap:6px;align-items:flex-start">
+                        <select class="input" style="flex:1" wire:model.live="form.conditions.{{ $i }}.field">
+                            @foreach ($fieldLabels as $key => $label)
+                                <option value="{{ $key }}">{{ $label }}</option>
+                            @endforeach
+                        </select>
+                        <select class="input" style="flex:1" wire:model.live="form.conditions.{{ $i }}.operator">
+                            @foreach ($operatorLabels as $key => $label)
+                                <option value="{{ $key }}">{{ $label }}</option>
+                            @endforeach
+                        </select>
+                        @if (! in_array($condition['operator'], ['is_empty', 'is_not_empty']))
+                            @if (($condition['field'] ?? null) === 'status_key')
+                                <select class="input" style="flex:1" wire:model="form.conditions.{{ $i }}.value">
+                                    @foreach ($this->statuses as $status)
+                                        <option value="{{ $status->key }}">{{ $status->label }}</option>
+                                    @endforeach
+                                </select>
+                            @elseif (($condition['field'] ?? null) === 'priority_key')
+                                <select class="input" style="flex:1" wire:model="form.conditions.{{ $i }}.value">
+                                    @foreach ($this->priorities as $priority)
+                                        <option value="{{ $priority->key }}">{{ $priority->label }}</option>
+                                    @endforeach
+                                </select>
+                            @elseif (($condition['field'] ?? null) === 'team_id')
+                                <select class="input" style="flex:1" wire:model="form.conditions.{{ $i }}.value">
+                                    @foreach ($this->teams as $team)
+                                        <option value="{{ $team->id }}">{{ $team->name }}</option>
+                                    @endforeach
+                                </select>
+                            @elseif (($condition['field'] ?? null) === 'assignee_id')
+                                <select class="input" style="flex:1" wire:model="form.conditions.{{ $i }}.value">
+                                    @foreach ($this->operators as $operator)
+                                        <option value="{{ $operator->id }}">{{ $operator->name }}</option>
+                                    @endforeach
+                                </select>
+                            @elseif (($condition['field'] ?? null) === 'subcategory_id')
+                                <select class="input" style="flex:1" wire:model="form.conditions.{{ $i }}.value">
+                                    @foreach ($this->subcategories as $sub)
+                                        <option value="{{ $sub->id }}">{{ $sub->category->name }} / {{ $sub->name }}</option>
+                                    @endforeach
+                                </select>
+                            @elseif (($condition['field'] ?? null) === 'customer_id')
+                                <select class="input" style="flex:1" wire:model="form.conditions.{{ $i }}.value">
+                                    @foreach ($this->customers as $customer)
+                                        <option value="{{ $customer->id }}">{{ $customer->name }}</option>
+                                    @endforeach
+                                </select>
+                            @else
+                                <input class="input" style="flex:1" wire:model="form.conditions.{{ $i }}.value" placeholder="wartość">
+                            @endif
+                        @else
+                            <div style="flex:1"></div>
+                        @endif
+                        <button type="button" class="btn btn-ghost" style="padding:0 6px" wire:click="removeCondition({{ $i }})" title="Usuń warunek">
+                            <span class="material-symbols-outlined" style="font-size:16px">close</span>
+                        </button>
+                    </div>
+                @endforeach
+                @if (empty($form['conditions']))
+                    <p class="text-muted" style="font-size:12px;margin:0">Brak warunków — wyzwalacz zadziała za każdym razem, gdy wybrane zdarzenie wystąpi.</p>
+                @endif
+
+                <div class="hr"></div>
+
+                <div style="display:flex;justify-content:space-between;align-items:center">
+                    <label style="font-weight:500">Akcje (wykonywane po kolei)</label>
+                    <button type="button" class="btn btn-ghost" wire:click="addAction">+ Dodaj akcję</button>
+                </div>
+                @error('form.actions') <span style="color:var(--color-danger);font-size:12px">{{ $message }}</span> @enderror
+
+                @foreach ($form['actions'] as $i => $action)
+                    <div wire:key="action-{{ $i }}" class="card" style="padding:10px;gap:6px">
+                        <div style="display:flex;gap:6px;align-items:center">
+                            <select class="input" style="flex:1" wire:model.live="form.actions.{{ $i }}.type">
+                                @foreach ($actionTypeLabels as $key => $label)
+                                    <option value="{{ $key }}">{{ $label }}</option>
+                                @endforeach
+                            </select>
+                            <button type="button" class="btn btn-ghost" style="padding:0 4px" wire:click="moveActionUp({{ $i }})" title="Przenieś wyżej">
+                                <span class="material-symbols-outlined" style="font-size:16px">arrow_upward</span>
+                            </button>
+                            <button type="button" class="btn btn-ghost" style="padding:0 4px" wire:click="moveActionDown({{ $i }})" title="Przenieś niżej">
+                                <span class="material-symbols-outlined" style="font-size:16px">arrow_downward</span>
+                            </button>
+                            <button type="button" class="btn btn-ghost" style="padding:0 6px" wire:click="removeAction({{ $i }})" title="Usuń akcję">
+                                <span class="material-symbols-outlined" style="font-size:16px">close</span>
+                            </button>
+                        </div>
+
+                        @if (($action['type'] ?? null) === 'set_status')
+                            <select class="input" wire:model="form.actions.{{ $i }}.value">
+                                @foreach ($this->statuses as $status)
+                                    <option value="{{ $status->key }}">{{ $status->label }}</option>
+                                @endforeach
+                            </select>
+                        @elseif (($action['type'] ?? null) === 'set_priority')
+                            <select class="input" wire:model="form.actions.{{ $i }}.value">
+                                @foreach ($this->priorities as $priority)
+                                    <option value="{{ $priority->key }}">{{ $priority->label }}</option>
+                                @endforeach
+                            </select>
+                        @elseif (($action['type'] ?? null) === 'set_team')
+                            <select class="input" wire:model="form.actions.{{ $i }}.value">
+                                @foreach ($this->teams as $team)
+                                    <option value="{{ $team->id }}">{{ $team->name }}</option>
+                                @endforeach
+                            </select>
+                        @elseif (($action['type'] ?? null) === 'set_assignee')
+                            <select class="input" wire:model="form.actions.{{ $i }}.value">
+                                @foreach ($this->operators as $operator)
+                                    <option value="{{ $operator->id }}">{{ $operator->name }}</option>
+                                @endforeach
+                            </select>
+                        @elseif (($action['type'] ?? null) === 'send_notification')
+                            <div style="display:flex;gap:6px">
+                                <select class="input" style="flex:1" wire:model="form.actions.{{ $i }}.recipient">
+                                    <option value="client">Zgłaszający</option>
+                                    <option value="operator">Przypisany operator</option>
+                                </select>
+                                <select class="input" style="flex:1" wire:model="form.actions.{{ $i }}.email_template_id">
+                                    <option value="">— wybierz szablon —</option>
+                                    @foreach ($this->emailTemplates as $template)
+                                        <option value="{{ $template->id }}">{{ $template->name }}</option>
+                                    @endforeach
+                                </select>
+                            </div>
+                        @endif
+                    </div>
+                @endforeach
+
+                <div class="dialog-actions">
+                    <button type="button" class="btn btn-secondary" wire:click="closeForm">Anuluj</button>
+                    <button type="submit" class="btn btn-primary">{{ $editingId ? 'Zapisz' : 'Utwórz' }}</button>
+                </div>
+            </form>
+        </div>
+    @endif
+</div>

src/resources/views/livewire/client/dashboard.blade.php

@@ -19,7 +19,7 @@
             @foreach (($tab === 'current' ? $this->currentTickets : $this->archiveTickets) as $ticket)
                 <a href="{{ route('client.ticket', $ticket) }}" wire:navigate class="card elev-sm" style="padding:16px;cursor:pointer;flex-direction:row;align-items:center;justify-content:space-between;gap:12px;flex-wrap:wrap;text-decoration:none;color:inherit">
                     <div>
-                        <div style="font-weight:500">#{{ $ticket->number }} — {{ $ticket->subject }}</div>
+                        <div style="font-weight:500">{{ $ticket->displayNumber() }} — {{ $ticket->subject }}</div>
                         <div class="card-meta">{{ $ticket->categoryLabel() }} &middot; {{ \App\Support\Rel::format($ticket->updated_at) }}</div>
                     </div>
                     <div style="display:flex;gap:6px">

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

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">
+    <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">
-        <a href="{{ route('client.dashboard') }}" 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('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">
@@ -12,7 +28,7 @@
                 @endphp
 
                 <div class="card" style="padding:22px;gap:10px">
-                    <div class="card-kicker">Zgłoszenie #{{ $ticket->number }}</div>
+                    <div class="card-kicker">Zgłoszenie {{ $ticket->displayNumber() }}</div>
                     <h2 style="margin:2px 0 0">{{ $ticket->subject }}</h2>
                     <div class="card-meta">{{ $ticket->categoryLabel() }} &middot; utworzono {{ \App\Support\Rel::format($ticket->created_at) }}</div>
                     <div style="white-space:pre-wrap;font-size:14px;margin-top:4px">{{ $ticket->body }}</div>
@@ -31,7 +47,7 @@
                 <div style="display:flex;flex-direction:column;gap:10px">
                     @foreach ($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
@@ -146,7 +168,7 @@
                     <div class="card-kicker">Inne Twoje zgłoszenia</div>
                     @forelse ($this->otherTickets as $ot)
                         <a href="{{ route('client.ticket', $ot) }}" wire:navigate style="display:flex;justify-content:space-between;align-items:center;gap:8px;cursor:pointer;text-decoration:none;color:inherit">
-                            <span style="font-size:13px">#{{ $ot->number }} — {{ $ot->subject }}</span>
+                            <span style="font-size:13px">{{ $ot->displayNumber() }} — {{ $ot->subject }}</span>
                             <span style="{{ $ot->statusStyle() }};flex:none">{{ $ot->statusLabel() }}</span>
                         </a>
                     @empty
@@ -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>

src/resources/views/livewire/landing.blade.php

@@ -9,11 +9,11 @@
             @if ($this->submittedTicket)
                 <div class="card elev-md" style="padding:32px;gap:14px;text-align:left">
                     <span class="tag tag-accent" style="align-self:flex-start">Zgłoszenie przyjęte</span>
-                    <h2 style="margin:0">Zgłoszenie #{{ $this->submittedTicket->number }} zostało utworzone</h2>
+                    <h2 style="margin:0">Zgłoszenie {{ $this->submittedTicket->displayNumber() }} zostało utworzone</h2>
                     <p class="text-muted" style="margin:0">Zapisz numer zgłoszenia i adres e-mail — będziesz mógł/mogła sprawdzić status, kontaktując się z zespołem wsparcia. Aktualizacje będziemy wysyłać na Twój adres e-mail.</p>
                     <div class="hr"></div>
                     <div style="display:flex;flex-direction:column;gap:4px;font-size:14px">
-                        <div><strong>Numer zgłoszenia:</strong> #{{ $this->submittedTicket->number }}</div>
+                        <div><strong>Numer zgłoszenia:</strong> {{ $this->submittedTicket->displayNumber() }}</div>
                         <div><strong>Temat:</strong> {{ $this->submittedTicket->subject }}</div>
                         <div><strong>Kategoria:</strong> {{ $this->submittedTicket->categoryLabel() }}</div>
                         <div><strong>Zgłaszający:</strong> {{ $this->submittedTicket->email }}</div>
@@ -90,7 +90,9 @@
                             <button type="button" class="btn btn-ghost" style="padding:0" wire:click="backToSubcategory">Zmień</button>
                         </div>
 
+                        <div wire:init="loadSuggestedArticles">
                             <x-bookstack-suggestions :articles="$this->suggestedArticles" />
+                        </div>
 
                         <div class="field">
                             <label>Temat</label>

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>

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

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">
@@ -143,10 +158,10 @@
                     <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>
+                                    <td data-label="Numer" class="td-title"><a href="{{ route('operator.ticket', $t) }}" wire:navigate style="color:inherit;text-decoration:none;cursor:pointer">{{ $t->displayNumber() }}</a></td>
                                 @endif
                                 @if (in_array('subject', $visibleColumns))
                                     <td data-label="Temat" class="td-title"><a href="{{ route('operator.ticket', $t) }}" wire:navigate style="color:inherit;text-decoration:none;cursor:pointer;white-space:nowrap">{{ $t->subject }}</a></td>
@@ -157,6 +172,9 @@
                                 @if (in_array('category', $visibleColumns))
                                     <td data-label="Kategoria" style="white-space:nowrap">{{ $t->categoryLabel() }}</td>
                                 @endif
+                                @if (in_array('subcategory', $visibleColumns))
+                                    <td data-label="Podkategoria" style="white-space:nowrap">{{ $t->subcategory?->name ?? '—' }}</td>
+                                @endif
                                 @if (in_array('priority', $visibleColumns))
                                     <td data-label="Priorytet"><span style="{{ $t->priorityStyle() }}">{{ $t->priorityLabel() }}</span></td>
                                 @endif
@@ -169,6 +187,12 @@
                                 @if (in_array('assignee', $visibleColumns))
                                     <td data-label="Przypisany" style="white-space:nowrap">{{ $t->assignee?->name ?? 'Nieprzypisane' }}</td>
                                 @endif
+                                @if (in_array('team', $visibleColumns))
+                                    <td data-label="Zespół" style="white-space:nowrap">{{ $t->team?->name ?? '—' }}</td>
+                                @endif
+                                @if (in_array('created', $visibleColumns))
+                                    <td data-label="Utworzono" style="white-space:nowrap">{{ \App\Support\Rel::format($t->created_at) }}</td>
+                                @endif
                             </tr>
                         @endforeach
                     </tbody>

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>
@@ -96,9 +98,12 @@
                 <div class="stat-tile-meta">{{ $kpis['csat']['count'] }} ocen{{ $kpis['csat']['responseRate'] !== null ? ' · '.$kpis['csat']['responseRate'].'% odpowiedzi' : '' }}</div>
             </div>
         </div>
+        </div>
 
+        {{-- 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">
-            {{-- 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))
@@ -113,7 +118,6 @@
                     @endforelse
                 </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))
@@ -128,7 +132,6 @@
                     @endforelse
                 </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)
@@ -144,7 +147,27 @@
                     @endforelse
                 </div>
 
-            {{-- By team --}}
+                <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)
@@ -160,7 +183,6 @@
                     @endforelse
                 </div>
 
-            {{-- By assignee --}}
                 <div class="card" style="padding:16px">
                     <div class="card-title" style="margin-bottom:12px">Obciążenie operatorów</div>
                     @php($opRows = $this->byAssignee)
@@ -176,11 +198,109 @@
                     @endforelse
                 </div>
             </div>
+        </div>
+
+        {{-- Klienci --}}
+        <div style="display:flex;flex-direction:column;gap:12px">
+            <h3 style="margin:0">Klienci</h3>
+            <div style="display:grid;grid-template-columns:repeat(auto-fit, minmax(340px, 1fr));gap:16px;align-items:start">
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">Najaktywniejsi klienci (Top 10)</div>
+                    @php($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">{{ $row['count'] }}</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak danych w wybranym okresie.</div>
+                    @endforelse
+                </div>
+            </div>
+
+            <div class="card" style="padding:16px">
+                <div class="card-title" style="margin-bottom:4px">Klienci wg podkategorii</div>
+                <div class="card-meta" style="margin-bottom:12px">Top 10 klientów × top 5 podkategorii wg wolumenu w wybranym okresie; reszta zbiorczo w kolumnie „Inne”.</div>
+                @php($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">{{ $row['total'] }}</td>
+                                    </tr>
+                                @endforeach
+                            </tbody>
+                        </table>
+                    </div>
+                @else
+                    <div class="card-meta">Brak danych w wybranym okresie.</div>
+                @endif
+            </div>
+        </div>
+
+        {{-- Ocena obsługi (CSAT) --}}
+        <div style="display:flex;flex-direction:column;gap:12px">
+            <h3 style="margin:0">Ocena obsługi (CSAT)</h3>
+            <div style="display:grid;grid-template-columns:repeat(auto-fit, minmax(340px, 1fr));gap:16px;align-items:start">
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">CSAT wg zespołu</div>
+                    @php($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">{{ $row['avg'] }} / 5</div>
+                        </div>
+                    @empty
+                        <div class="card-meta">Brak ocen w wybranym okresie.</div>
+                    @endforelse
+                </div>
+
+                <div class="card" style="padding:16px">
+                    <div class="card-title" style="margin-bottom:12px">CSAT wg operatora</div>
+                    @php($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>
 
         {{-- Trend --}}
         @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>
@@ -224,4 +344,5 @@
             @endif
         </div>
         </div>
+    </div>
 </div>

src/resources/views/livewire/operator/ticket-show.blade.php

@@ -3,13 +3,40 @@
 
     <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;margin-right:auto">&larr; Wróć do listy</a>
+
+                <button
+                    type="button"
+                    class="btn btn-secondary"
+                    style="gap:6px"
+                    wire:click="toggleWatch"
+                    title="{{ $this->isWatching ? 'Przestań obserwować to zgłoszenie' : 'Obserwuj to zgłoszenie' }}"
+                >
+                    <span class="material-symbols-outlined" style="font-size:18px">{{ $this->isWatching ? 'star' : 'star_outline' }}</span>
+                    {{ $this->isWatching ? 'Obserwowane' : 'Obserwuj' }}
+                </button>
+
+                {{-- 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">
                     <div class="card" style="padding:20px;gap:8px">
                         <div style="display:flex;justify-content:space-between;align-items:flex-start;gap:8px">
-                            <div class="card-kicker">Zgłoszenie #{{ $ticket->number }}</div>
+                            <div class="card-kicker">Zgłoszenie {{ $ticket->displayNumber() }}</div>
                             @unless ($editingDetails)
                                 <button type="button" class="btn btn-ghost" style="padding:0" wire:click="toggleEditDetails">Edytuj</button>
                             @endunless
@@ -67,7 +94,7 @@
                     <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 ($m->role === 'operator')
@@ -130,7 +157,7 @@
                     <div style="display:flex;flex-direction:column;gap:10px">
                         @foreach ($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 +313,9 @@
                         </div>
                     </div>
 
+                    <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>
@@ -427,7 +456,7 @@
         <div class="dialog-backdrop">
             <div class="dialog" style="max-width:400px">
                 <div class="dialog-title">Potwierdź usunięcie</div>
-                <div class="dialog-body">Czy na pewno usunąć zgłoszenie #{{ $ticket->number }}?</div>
+                <div class="dialog-body">Czy na pewno usunąć zgłoszenie {{ $ticket->displayNumber() }}?</div>
                 <div class="dialog-actions">
                     <button type="button" class="btn btn-secondary" wire:click="cancelDeleteTicket">Anuluj</button>
                     <button type="button" class="btn btn-primary" wire:click="confirmDeleteTicket">Usuń</button>
@@ -435,4 +464,19 @@
             </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>

src/resources/views/livewire/settings/notification-preferences.blade.php

@@ -0,0 +1,97 @@
+@php
+    $categoryLabels = [
+        'new_ticket' => 'Nowe zgłoszenie',
+        'ticket_update' => 'Aktualizacja zgłoszenia',
+        'escalation' => 'Zgłoszenie eskalowane',
+    ];
+    $scopeColumns = [
+        'scope_mine' => 'Moje zgłoszenia',
+        'scope_unassigned' => 'Nie przypisany',
+        'scope_watched' => 'Obserwowane zgłoszenia',
+        'scope_all' => 'Wszystkie zgłoszenia',
+    ];
+@endphp
+<div style="flex:1;display:flex;flex-direction:column">
+    <x-topbar />
+
+    <div class="page-pad" style="flex:1;padding:28px;display:flex;flex-direction:column;gap:24px;max-width:920px;width:100%;margin:0 auto;box-sizing:border-box">
+        <div style="display:flex;justify-content:space-between;align-items:flex-start;gap:12px;flex-wrap:wrap">
+            <div>
+                <h3 style="margin:0 0 6px">Powiadomienia</h3>
+                <p class="text-muted" style="font-size:12.5px;margin:0">Wybierz, o których zgłoszeniach chcesz być informowany dzwoneczkiem w aplikacji, i przy których zdarzeniach dodatkowo wysłać Ci e-mail.</p>
+            </div>
+            <a href="{{ auth()->user()->isAdmin() ? route('admin.panel') : route('operator.queue') }}" wire:navigate class="btn btn-ghost" style="padding:0;flex:none">&larr; Wróć</a>
+        </div>
+
+        <div class="card" style="padding:0;overflow:hidden">
+            <div class="table-wrap">
+                <table class="table" style="margin:0">
+                    <thead>
+                        <tr>
+                            <th></th>
+                            @foreach ($scopeColumns as $label)
+                                <th style="text-align:center">{{ $label }}</th>
+                            @endforeach
+                            <th style="text-align:center">Informuj również przez e-mail</th>
+                        </tr>
+                    </thead>
+                    <tbody>
+                        @foreach ($categoryLabels as $category => $label)
+                            <tr wire:key="pref-row-{{ $category }}">
+                                <td style="white-space:nowrap">{{ $label }}</td>
+                                @foreach ($scopeColumns as $field => $ignored)
+                                    <td style="text-align:center">
+                                        <input type="checkbox" @checked($rows[$category][$field]) wire:click="toggle('{{ $category }}', '{{ $field }}')">
+                                    </td>
+                                @endforeach
+                                <td style="text-align:center">
+                                    <input type="checkbox" @checked($rows[$category]['email']) wire:click="toggle('{{ $category }}', 'email')">
+                                </td>
+                            </tr>
+                        @endforeach
+                    </tbody>
+                </table>
+            </div>
+        </div>
+
+        <div class="card" style="padding:18px;gap:10px" x-data="{
+            supported: typeof Notification !== 'undefined',
+            permission: typeof Notification !== 'undefined' ? Notification.permission : 'unsupported',
+            enabled: localStorage.getItem('browserNotificationsEnabled') === '1',
+            async enable() {
+                if (!this.supported) return;
+                this.permission = await Notification.requestPermission();
+                this.enabled = this.permission === 'granted';
+                localStorage.setItem('browserNotificationsEnabled', this.enabled ? '1' : '0');
+            },
+            disable() {
+                this.enabled = false;
+                localStorage.setItem('browserNotificationsEnabled', '0');
+            },
+        }">
+            <h4 style="margin:0">Powiadomienia push w przeglądarce</h4>
+            <p class="text-muted" style="font-size:12px;margin:0">Gdy ta karta jest otwarta, nowe zdarzenia z dzwoneczka mogą dodatkowo pojawić się jako natywne powiadomienie przeglądarki.</p>
+
+            <template x-if="!supported">
+                <span class="text-muted" style="font-size:12px">Ta przeglądarka nie obsługuje powiadomień push.</span>
+            </template>
+
+            <template x-if="supported && permission === 'denied'">
+                <span style="font-size:12px;color:var(--color-danger)">Powiadomienia zostały zablokowane w ustawieniach przeglądarki.</span>
+            </template>
+
+            <template x-if="supported && permission !== 'denied' && !enabled">
+                <button type="button" class="btn btn-secondary" style="align-self:flex-start" x-on:click="enable">Włącz powiadomienia push</button>
+            </template>
+
+            <template x-if="supported && enabled">
+                <div style="display:flex;align-items:center;gap:10px">
+                    <div style="display:flex;align-items:center;gap:6px;color:var(--color-success)">
+                        <span class="material-symbols-outlined" style="font-size:18px">check_circle</span>Włączone
+                    </div>
+                    <button type="button" class="btn btn-ghost" x-on:click="disable">Wyłącz</button>
+                </div>
+            </template>
+        </div>
+    </div>
+</div>

src/routes/api.php

@@ -12,14 +12,14 @@ use Illuminate\Support\Facades\Route;
 Route::prefix('v1')->middleware('throttle:api')->group(function () {
     Route::middleware(['auth:sanctum', 'abilities:tickets:read'])->group(function () {
         Route::get('/tickets', [TicketController::class, 'index']);
-        Route::get('/tickets/{ticket}', [TicketController::class, 'show']);
+        Route::get('/tickets/{ticket:id}', [TicketController::class, 'show']);
-        Route::get('/tickets/{ticket}/messages', [TicketMessageController::class, 'index']);
+        Route::get('/tickets/{ticket:id}/messages', [TicketMessageController::class, 'index']);
     });
 
     Route::middleware(['auth:sanctum', 'abilities:tickets:write'])->group(function () {
         Route::post('/tickets', [TicketController::class, 'store']);
-        Route::patch('/tickets/{ticket}', [TicketController::class, 'update']);
+        Route::patch('/tickets/{ticket:id}', [TicketController::class, 'update']);
-        Route::post('/tickets/{ticket}/messages', [TicketMessageController::class, 'store']);
+        Route::post('/tickets/{ticket:id}/messages', [TicketMessageController::class, 'store']);
     });
 
     Route::middleware(['auth:sanctum', 'abilities:dictionaries:read'])->group(function () {

src/routes/channels.php

@@ -0,0 +1,47 @@
+<?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 === $user->id;
+});
+
+/**
+ * Every logged-in user's own private notification stream (bell realtime
+ * updates + in-tab browser push, see NotificationCreated). Laravel's
+ * default `App.Models.User.{id}` naming convention is kept verbatim so it
+ * matches what `$notifiable->notify()` already implies, rather than
+ * inventing a shorter alias.
+ */
+Broadcast::channel('App.Models.User.{id}', function ($user, int $id) {
+    return $user->id === $id;
+});

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();

src/routes/web.php

@@ -10,6 +10,7 @@ use App\Livewire\Operator\NewTicket as OperatorNewTicket;
 use App\Livewire\Operator\Queue as OperatorQueue;
 use App\Livewire\Operator\Stats as OperatorStats;
 use App\Livewire\Operator\TicketShow as OperatorTicketShow;
+use App\Livewire\Settings\NotificationPreferences;
 use App\Models\Ticket;
 use App\Support\Settings;
 use Illuminate\Support\Facades\Auth;
@@ -73,3 +74,7 @@ Route::middleware(['auth', 'role:operator'])->prefix('operator')->name('operator
 Route::middleware(['auth', 'role:admin'])->prefix('admin')->name('admin.')->group(function () {
     Route::get('/', AdminPanel::class)->name('panel');
 });
+
+Route::middleware(['auth', 'role:operator,admin'])->prefix('settings')->name('settings.')->group(function () {
+    Route::get('/notifications', NotificationPreferences::class)->name('notifications');
+});

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);
+});

src/tests/Feature/EmailLayoutTest.php

@@ -37,7 +37,7 @@ test('admin can reset the email footer back to its default, remounting the edito
     $admin = adminUser();
 
     $component = Livewire::actingAs($admin)->test(Panel::class)
-        ->call('setTab', 'templates')
+        ->call('setTab', 'email')
         ->call('saveEmailFooter', 'Coś innego')
         ->assertSet('emailFooterVersion', 0);
 
@@ -50,11 +50,11 @@ test('admin can reset the email footer back to its default, remounting the edito
     expect(Settings::get('email_footer'))->toBe(Settings::default('email_footer'));
 });
 
-test('admin can save the email footer from the Szablony e-mail tab (moved out of Konfiguracja)', function () {
+test('admin can save the email footer from the E-MAIL tab', function () {
     $admin = adminUser();
 
     Livewire::actingAs($admin)->test(Panel::class)
-        ->call('setTab', 'templates')
+        ->call('setTab', 'email')
         ->call('saveEmailFooter', '<p>Pozdrawiamy, Zespół Wsparcia</p>')
         ->assertOk()
         ->assertSet('emailFooterHtml', '<p>Pozdrawiamy, Zespół Wsparcia</p>');
@@ -66,7 +66,7 @@ test('the live example preview reflects the currently saved footer', function ()
     $admin = adminUser();
 
     $component = Livewire::actingAs($admin)->test(Panel::class)
-        ->call('setTab', 'templates')
+        ->call('setTab', 'email')
         ->call('saveEmailFooter', 'Stopka na żywo');
 
     expect($component->instance()->emailPreviewHtml)->toContain('Stopka na żywo')

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
+    // Repoint ticket_created's NotificationSetting at a template we control,
-    // ticket_created's binding is still null at this point — give it one.
+    // 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',

src/tests/Feature/ExtendedNotificationTriggersTest.php

@@ -2,6 +2,7 @@
 
 use App\Models\Category;
 use App\Models\EmailTemplate;
+use App\Models\NotificationPreference;
 use App\Models\NotificationSetting;
 use App\Models\Team;
 use App\Models\User;
@@ -9,19 +10,21 @@ 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 +32,7 @@ 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 +45,7 @@ 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 +60,7 @@ 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 +75,7 @@ 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 +95,12 @@ 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)
+    // status_changed ships enabled by default — repoint it at a template we
-    // database it has no template assigned yet — give it one so it would have
+    // control so this test's "did it wrongly fire" assertion isn't tied to
-    // something to send if it (wrongly) fired, isolating this test from seeding order.
+    // 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 +115,7 @@ 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 +131,7 @@ 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 +140,86 @@ test('an operator reply fires operator_replied once enabled, independent of any
 
     Notification::assertSentOnDemandTimes(TicketNotification::class, 1);
 });
+
+test('every operator/admin whose new_ticket preference puts a routed ticket in scope 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]);
+
+    // auto_assign_by_category is on by default (seeded), so the ticket's
+    // team_id actually becomes the VPN team's id — that's what now drives
+    // who's "in scope" for the default scope_all preference, replacing the
+    // old separate team-subcategory-routing fan-out.
+    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);
+    // The seeded admin also qualifies: Ticket::isVisibleToOperator() returns
+    // true unconditionally for admins, and scope_all is the default — this
+    // is intentional, it's what keeps the one real admin account notified
+    // about every new ticket without any setup.
+    Notification::assertSentTo(User::query()->where('email', 'admin@example.com')->firstOrFail(), 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, 4);
+});
+
+test('an operator outside the ticket\'s team is not notified, even with scope_all left at its default', 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);
+    User::query()->create(['name' => 'Ola', 'email' => 'team-notif-a@example.com', 'roles' => ['operator']])
+        ->teams()->attach($team->id);
+    $outsider = User::query()->create(['name' => 'Niepowiązany', 'email' => 'unrelated-op@example.com', 'roles' => ['operator']]);
+
+    app(TicketService::class)->create([
+        'email' => 'client-team-notif-2@example.com',
+        'subject' => 'Problem z VPN',
+        'body' => 'Nie mogę się połączyć.',
+        'subcategory_id' => $sub->id,
+    ], null);
+
+    // The ticket routed to "Zespół VPN"; $outsider belongs to no team, so
+    // Ticket::isVisibleToOperator() (which scope_all delegates to) is false
+    // for them even though their preference defaults to scope_all=true.
+    Notification::assertNotSentTo($outsider, TicketNotification::class);
+});
+
+test('an operator who turns off scope_all for new tickets stops receiving them, even for a ticket they could otherwise see', function () {
+    Notification::fake();
+    $this->seed();
+
+    $category = Category::query()->create(['name' => 'Bez zespołu']);
+    $sub = $category->subcategories()->create(['name' => 'Inne']);
+    $operator = User::query()->create(['name' => 'Cichy', 'email' => 'opted-out-op@example.com', 'roles' => ['operator']]);
+    NotificationPreference::query()->create(array_merge(
+        ['user_id' => $operator->id, 'event_category' => 'new_ticket'],
+        array_merge(NotificationPreference::DEFAULTS['new_ticket'], ['scope_all' => false])
+    ));
+
+    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);
+});

src/tests/Feature/MailSmtpConfigTest.php

@@ -12,7 +12,7 @@ test('admin can save the SMTP/from settings, and the password is only overwritte
     $admin = adminUser();
 
     Livewire::actingAs($admin)->test(Panel::class)
-        ->call('setTab', 'config')
+        ->call('setTab', 'email')
         ->set('mailConfig.fromAddress', 'wsparcie@firma.pl')
         ->set('mailConfig.fromName', 'Zespół Wsparcia')
         ->set('mailConfig.smtpEnabled', true)

src/tests/Feature/NotificationDeliveryRewiringTest.php

@@ -0,0 +1,95 @@
+<?php
+
+use App\Models\NotificationPreference;
+use App\Models\NotificationSetting;
+use App\Notifications\TicketNotification;
+use App\Services\TicketService;
+use Illuminate\Support\Facades\Notification;
+
+test('an assignee with scope_mine enabled for escalations is not double-notified on top of the direct sla_breached send', function () {
+    Notification::fake();
+    $this->seed();
+    NotificationSetting::query()->where('trigger_key', 'sla_breached')->update(['enabled' => true]);
+
+    $ticket = makeTicket();
+    $assignee = operatorUser('assignee-sla@example.com');
+    $ticket->update(['assignee_id' => $assignee->id]);
+
+    app(TicketService::class)->notify($ticket->fresh(), 'sla_breached');
+
+    // NotificationPreference::DEFAULTS['escalation'] has scope_mine=true, so
+    // without the notify()->notifyStaffForCategory() dedup, the assignee
+    // would receive this twice: once as the fixed NotificationSetting
+    // recipient, once again from the scope_mine fan-out.
+    Notification::assertSentToTimes($assignee, TicketNotification::class, 1);
+});
+
+test('a staff member with the e-mail column off for an event still gets the bell but not a mail', function () {
+    Notification::fake();
+    $this->seed();
+
+    $operator = operatorUser('bell-only@example.com');
+    NotificationPreference::query()->create(array_merge(
+        ['user_id' => $operator->id, 'event_category' => 'ticket_update'],
+        array_merge(NotificationPreference::DEFAULTS['ticket_update'], ['scope_all' => true, 'email' => false])
+    ));
+
+    NotificationSetting::query()->where('trigger_key', 'priority_changed')->update(['enabled' => true]);
+
+    $ticket = makeTicket();
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    Notification::assertSentTo($operator, TicketNotification::class, function ($notification, $channels) {
+        return $channels === ['database'];
+    });
+});
+
+test('a staff member with the e-mail column on for an event gets both the bell and a mail', function () {
+    Notification::fake();
+    $this->seed();
+
+    $operator = operatorUser('bell-and-mail@example.com');
+    NotificationPreference::query()->create(array_merge(
+        ['user_id' => $operator->id, 'event_category' => 'ticket_update'],
+        array_merge(NotificationPreference::DEFAULTS['ticket_update'], ['scope_all' => true, 'email' => true])
+    ));
+    NotificationSetting::query()->where('trigger_key', 'priority_changed')->update(['enabled' => true]);
+
+    $ticket = makeTicket();
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    Notification::assertSentTo($operator, TicketNotification::class, function ($notification, $channels) {
+        return $channels === ['mail', 'database'];
+    });
+});
+
+test('the operator performing the action is never notified about their own change', function () {
+    Notification::fake();
+    $this->seed();
+    NotificationSetting::query()->where('trigger_key', 'priority_changed')->update(['enabled' => true]);
+
+    $actor = operatorUser('actor@example.com');
+    $this->actingAs($actor);
+
+    $ticket = makeTicket();
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    Notification::assertNotSentTo($actor, TicketNotification::class);
+});
+
+test('disabling a trigger instance-wide silences the staff fan-out too, regardless of any individual preference', function () {
+    Notification::fake();
+    $this->seed();
+
+    $operator = operatorUser('kill-switch@example.com');
+    NotificationPreference::query()->create(array_merge(
+        ['user_id' => $operator->id, 'event_category' => 'ticket_update'],
+        array_merge(NotificationPreference::DEFAULTS['ticket_update'], ['scope_all' => true, 'email' => true])
+    ));
+    NotificationSetting::query()->where('trigger_key', 'priority_changed')->update(['enabled' => false]);
+
+    $ticket = makeTicket();
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    Notification::assertNotSentTo($operator, TicketNotification::class);
+});

src/tests/Feature/NotificationPreferencesTest.php

@@ -0,0 +1,70 @@
+<?php
+
+use App\Livewire\Settings\NotificationPreferences;
+use App\Models\NotificationPreference;
+use App\Models\User;
+use Livewire\Livewire;
+
+test('a client cannot open the notification preferences page', function () {
+    $client = User::query()->create(['name' => 'Client', 'email' => 'client-np@example.com', 'roles' => ['client']]);
+
+    Livewire::actingAs($client)->test(NotificationPreferences::class)->assertStatus(403);
+});
+
+test('an operator with no saved preferences sees the built-in defaults', function () {
+    $operator = operatorUser();
+
+    Livewire::actingAs($operator)->test(NotificationPreferences::class)
+        ->assertViewHas('rows', [
+            'new_ticket' => NotificationPreference::DEFAULTS['new_ticket'],
+            'ticket_update' => NotificationPreference::DEFAULTS['ticket_update'],
+            'escalation' => NotificationPreference::DEFAULTS['escalation'],
+        ]);
+});
+
+test('toggling a checkbox persists just that one field and leaves the rest at their defaults', function () {
+    $operator = operatorUser();
+
+    Livewire::actingAs($operator)->test(NotificationPreferences::class)
+        ->call('toggle', 'ticket_update', 'scope_all')
+        ->assertOk();
+
+    $row = NotificationPreference::query()->where('user_id', $operator->id)->where('event_category', 'ticket_update')->firstOrFail();
+
+    expect($row->scope_all)->toBeTrue()
+        ->and($row->scope_mine)->toBe(NotificationPreference::DEFAULTS['ticket_update']['scope_mine'])
+        ->and($row->email)->toBe(NotificationPreference::DEFAULTS['ticket_update']['email']);
+});
+
+test('toggling twice flips the field back off', function () {
+    $operator = operatorUser();
+
+    Livewire::actingAs($operator)->test(NotificationPreferences::class)
+        ->call('toggle', 'escalation', 'email')
+        ->call('toggle', 'escalation', 'email');
+
+    $row = NotificationPreference::query()->where('user_id', $operator->id)->where('event_category', 'escalation')->firstOrFail();
+
+    expect($row->email)->toBe(NotificationPreference::DEFAULTS['escalation']['email']);
+});
+
+test('an unknown category or field is rejected', function () {
+    $operator = operatorUser();
+
+    Livewire::actingAs($operator)->test(NotificationPreferences::class)
+        ->call('toggle', 'not_a_category', 'scope_all')
+        ->assertStatus(404);
+});
+
+test('NotificationPreference::rowFor falls back to defaults when nothing is saved, and to the saved row once toggled', function () {
+    $operator = operatorUser();
+
+    expect(NotificationPreference::rowFor($operator, 'new_ticket'))->toBe(NotificationPreference::DEFAULTS['new_ticket']);
+
+    NotificationPreference::query()->create(array_merge(
+        ['user_id' => $operator->id, 'event_category' => 'new_ticket'],
+        array_merge(NotificationPreference::DEFAULTS['new_ticket'], ['scope_all' => false])
+    ));
+
+    expect(NotificationPreference::rowFor($operator, 'new_ticket')['scope_all'])->toBeFalse();
+});

src/tests/Feature/OperatorQueueSearchSortColumnsTest.php

@@ -58,8 +58,8 @@ test('columns can be hidden and shown again, but at least one must stay visible'
     $component->call('toggleColumn', 'sla')
         ->assertSet('visibleColumns', fn ($cols) => in_array('sla', $cols, true));
 
-    // Hide every column except one, then try to hide the last one too.
+    // Hide every visible-by-default column except one, then try to hide the last one too.
-    foreach (array_keys((new \App\Livewire\Operator\Queue)->columnDefs()) as $key) {
+    foreach ((new Queue)->visibleColumns as $key) {
         if ($key !== 'number') {
             $component->call('toggleColumn', $key);
         }

src/tests/Feature/RealtimeBellNotificationTest.php

@@ -0,0 +1,60 @@
+<?php
+
+use App\Events\NotificationCreated;
+use App\Models\EmailTemplate;
+use App\Notifications\TicketNotification;
+use Illuminate\Support\Facades\Event;
+use Illuminate\Support\Facades\Mail;
+use Illuminate\Support\Facades\Notification;
+
+test('sending a bell notification to a real user dispatches NotificationCreated on their private channel', function () {
+    Mail::fake();
+    Event::fake([NotificationCreated::class]);
+    seedStatusesAndPriorities();
+
+    $operator = operatorUser('realtime-bell@example.com');
+    $template = EmailTemplate::query()->create([
+        'key' => 'tpl-realtime-test', 'name' => 'x', 'trigger_label' => 'x', 'subject' => 'S', 'body' => 'B',
+    ]);
+    $ticket = makeTicket();
+
+    $operator->notify(new TicketNotification($ticket, $template->id, 'operator'));
+
+    Event::assertDispatched(NotificationCreated::class, function (NotificationCreated $event) use ($operator, $ticket) {
+        return $event->userId === $operator->id
+            && str_contains($event->message, $ticket->number)
+            && $event->url === route('operator.ticket', $ticket);
+    });
+});
+
+test('a bell-only notification (no mail channel) still dispatches NotificationCreated', function () {
+    Mail::fake();
+    Event::fake([NotificationCreated::class]);
+    seedStatusesAndPriorities();
+
+    $operator = operatorUser('bell-only-realtime@example.com');
+    $template = EmailTemplate::query()->create([
+        'key' => 'tpl-realtime-bell-only', 'name' => 'x', 'trigger_label' => 'x', 'subject' => 'S', 'body' => 'B',
+    ]);
+    $ticket = makeTicket();
+
+    $operator->notify(new TicketNotification($ticket, $template->id, 'operator', ['database']));
+
+    Event::assertDispatched(NotificationCreated::class, fn (NotificationCreated $event) => $event->userId === $operator->id);
+});
+
+test('a guest customer notified by mail only never broadcasts a bell event', function () {
+    Mail::fake();
+    Event::fake([NotificationCreated::class]);
+    seedStatusesAndPriorities();
+
+    $template = EmailTemplate::query()->create([
+        'key' => 'tpl-realtime-guest', 'name' => 'x', 'trigger_label' => 'x', 'subject' => 'S', 'body' => 'B',
+    ]);
+    $ticket = makeTicket();
+
+    Notification::route('mail', $ticket->email)
+        ->notify(new TicketNotification($ticket, $template->id));
+
+    Event::assertNotDispatched(NotificationCreated::class);
+});

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();

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

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();
+    // DatabaseSeeder deliberately only seeds one admin fallback account and
-    $operator = User::query()->withRole('operator')->firstOrFail();
+    // 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();
+    $clientTicket = Ticket::query()->create([
-    $anyTicket = Ticket::query()->firstOrFail();
+        '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');

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();
+});

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]);
+});

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);
+});

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);
+});

src/tests/Feature/TabPersistenceAndNavigationTest.php

@@ -0,0 +1,39 @@
+<?php
+
+use App\Livewire\Admin\Panel;
+use App\Livewire\Operator\Queue;
+use App\Livewire\Settings\NotificationPreferences;
+use Livewire\Livewire;
+
+test('the admin panel remembers the active tab across a fresh page load via the URL', function () {
+    $admin = adminUser();
+
+    Livewire::actingAs($admin)->test(Panel::class, ['tab' => 'integrations'])
+        ->assertSet('tab', 'integrations')
+        ->assertSee('LDAP / Active Directory')
+        ->assertSee('Baza wiedzy BookStack')
+        ->assertDontSee('Sesja i strefa czasowa');
+});
+
+test('LDAP and BookStack config moved out of the Konfiguracja tab into their own Integracje tab', function () {
+    $admin = adminUser();
+
+    $config = Livewire::actingAs($admin)->test(Panel::class, ['tab' => 'config']);
+    $config->assertSee('Sesja i strefa czasowa')
+        ->assertDontSee('LDAP / Active Directory')
+        ->assertDontSee('Baza wiedzy BookStack');
+});
+
+test('the operator queue remembers the active queue tab across a fresh page load via the URL', function () {
+    $operator = operatorUser('queue-persist@example.com');
+
+    Livewire::actingAs($operator)->test(Queue::class, ['queue' => 'mine'])
+        ->assertSet('queue', 'mine');
+});
+
+test('the notifications settings page has a back link to the operator queue', function () {
+    $operator = operatorUser('settings-nav@example.com');
+
+    Livewire::actingAs($operator)->test(NotificationPreferences::class)
+        ->assertSeeHtml(route('operator.queue'));
+});

src/tests/Feature/TicketNumberObfuscationTest.php

@@ -0,0 +1,60 @@
+<?php
+
+use App\Models\ApiClient;
+use App\Models\User;
+use App\Support\Settings;
+use Laravel\Sanctum\Sanctum;
+
+test('a ticket is assigned a stable, unique checksum on creation', function () {
+    seedStatusesAndPriorities();
+
+    $ticket = makeTicket();
+
+    expect($ticket->checksum)->not->toBeNull()
+        ->and($ticket->checksum)->toMatch('/^\d{6}$/')
+        ->and($ticket->fresh()->checksum)->toBe($ticket->checksum);
+});
+
+test('with obfuscation off, the ticket URL and the displayed number both use the raw sequential number', function () {
+    seedStatusesAndPriorities();
+    Settings::set('ticket_number_obfuscate', '0');
+
+    $operator = User::query()->create(['name' => 'Op', 'email' => 'op@example.com', 'roles' => ['operator']]);
+    $ticket = makeTicket(['number' => '1042']);
+
+    $url = route('operator.ticket', $ticket);
+
+    expect($url)->toContain('/1042')
+        ->and($ticket->displayNumber())->toBe('#1042');
+
+    $this->actingAs($operator)->get($url)->assertOk();
+});
+
+test('with obfuscation on, the ticket URL and the displayed number both use the checksum, and the raw number no longer resolves', function () {
+    seedStatusesAndPriorities();
+
+    $operator = User::query()->create(['name' => 'Op', 'email' => 'op@example.com', 'roles' => ['operator']]);
+    $ticket = makeTicket(['number' => '1042']);
+
+    Settings::set('ticket_number_obfuscate', '1');
+
+    $url = route('operator.ticket', $ticket);
+
+    expect($url)->toContain($ticket->checksum)
+        ->and($url)->not->toContain('/1042')
+        ->and($ticket->displayNumber())->toBe('#'.$ticket->checksum);
+
+    $this->actingAs($operator)->get($url)->assertOk();
+    $this->actingAs($operator)->get('/operator/tickets/1042')->assertNotFound();
+});
+
+test('the API still binds tickets by numeric id regardless of the obfuscation setting', function () {
+    seedStatusesAndPriorities();
+    Settings::set('ticket_number_obfuscate', '1');
+
+    $ticket = makeTicket();
+    $client = ApiClient::factory()->create();
+    Sanctum::actingAs($client, ['tickets:read']);
+
+    $this->getJson("/api/v1/tickets/{$ticket->id}")->assertOk()->assertJsonPath('data.id', $ticket->id);
+});

src/tests/Feature/TicketWatchingTest.php

@@ -0,0 +1,45 @@
+<?php
+
+use App\Livewire\Operator\TicketShow as OperatorTicketShow;
+use App\Services\TicketService;
+use Livewire\Livewire;
+
+test('an operator can watch and unwatch a ticket', function () {
+    seedStatusesAndPriorities();
+    $operator = operatorUser();
+    $ticket = makeTicket();
+
+    expect($ticket->isWatchedBy($operator))->toBeFalse();
+
+    app(TicketService::class)->toggleWatch($ticket, $operator);
+    expect($ticket->fresh()->isWatchedBy($operator))->toBeTrue()
+        ->and($operator->watchedTickets()->pluck('tickets.id'))->toContain($ticket->id);
+
+    app(TicketService::class)->toggleWatch($ticket, $operator);
+    expect($ticket->fresh()->isWatchedBy($operator))->toBeFalse();
+});
+
+test('the ticket-show watch button toggles watch state for the viewing operator', function () {
+    seedStatusesAndPriorities();
+    $operator = operatorUser();
+    $ticket = makeTicket();
+
+    Livewire::actingAs($operator)->test(OperatorTicketShow::class, ['ticket' => $ticket])
+        ->assertSet('isWatching', false)
+        ->call('toggleWatch')
+        ->assertSet('isWatching', true);
+
+    expect($ticket->fresh()->isWatchedBy($operator))->toBeTrue();
+});
+
+test('watching a ticket is per-operator, not shared', function () {
+    seedStatusesAndPriorities();
+    $watcher = operatorUser('watcher@example.com');
+    $other = operatorUser('other@example.com');
+    $ticket = makeTicket();
+
+    app(TicketService::class)->toggleWatch($ticket, $watcher);
+
+    expect($ticket->fresh()->isWatchedBy($watcher))->toBeTrue()
+        ->and($ticket->fresh()->isWatchedBy($other))->toBeFalse();
+});

src/tests/Feature/TriggerEngineTest.php

@@ -0,0 +1,172 @@
+<?php
+
+use App\Models\Priority;
+use App\Models\Team;
+use App\Models\Trigger;
+use App\Models\TriggerEmailTemplate;
+use App\Models\User;
+use App\Notifications\TicketNotification;
+use App\Services\TicketService;
+use Illuminate\Support\Facades\Notification;
+
+test('a trigger with no conditions fires on every matching event', function () {
+    seedStatusesAndPriorities();
+    Trigger::query()->create([
+        'name' => 'Always high on update', 'enabled' => true, 'event' => 'status_changed',
+        'conditions' => [], 'actions' => [['type' => 'set_priority', 'value' => 'high']],
+    ]);
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#ccc', 'sort_order' => 2]);
+    $ticket = makeTicket(['priority_key' => 'low']);
+
+    app(TicketService::class)->setStatus($ticket, 'open');
+
+    expect($ticket->fresh()->priority_key)->toBe('high');
+});
+
+test('a trigger only fires when every condition matches (AND)', function () {
+    seedStatusesAndPriorities();
+    $team = Team::query()->create(['name' => 'VIP']);
+    Trigger::query()->create([
+        'name' => 'High priority to VIP team', 'enabled' => true, 'event' => 'priority_changed',
+        'conditions' => [['field' => 'priority_key', 'operator' => 'equals', 'value' => 'high']],
+        'actions' => [['type' => 'set_team', 'value' => $team->id]],
+    ]);
+
+    $lowTicket = makeTicket(['number' => '2001', 'priority_key' => 'high']);
+    app(TicketService::class)->setPriority($lowTicket, 'high');
+    expect($lowTicket->fresh()->team_id)->toBe($team->id);
+
+    Priority::query()->create(['key' => 'low', 'label' => 'Niski', 'color' => '#ccc', 'sort_order' => 2]);
+    $otherTicket = makeTicket(['number' => '2002', 'priority_key' => 'high']);
+    app(TicketService::class)->setPriority($otherTicket, 'low');
+    expect($otherTicket->fresh()->team_id)->toBeNull();
+});
+
+test('a disabled trigger never fires', function () {
+    seedStatusesAndPriorities();
+    Trigger::query()->create([
+        'name' => 'Disabled', 'enabled' => false, 'event' => 'priority_changed',
+        'conditions' => [], 'actions' => [['type' => 'set_status', 'value' => 'closed']],
+    ]);
+    $ticket = makeTicket();
+
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    expect($ticket->fresh()->status_key)->toBe('new');
+});
+
+test('is_empty and is_not_empty operators work without a value', function () {
+    seedStatusesAndPriorities();
+    Trigger::query()->create([
+        'name' => 'No team yet -> VIP team', 'enabled' => true, 'event' => 'priority_changed',
+        'conditions' => [['field' => 'team_id', 'operator' => 'is_empty', 'value' => null]],
+        'actions' => [['type' => 'set_status', 'value' => 'open']],
+    ]);
+    $ticket = makeTicket();
+
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    expect($ticket->fresh()->status_key)->toBe('open');
+});
+
+test('the contains operator matches substrings case-insensitively', function () {
+    seedStatusesAndPriorities();
+    Trigger::query()->create([
+        'name' => 'VPN keyword -> closed', 'enabled' => true, 'event' => 'priority_changed',
+        'conditions' => [['field' => 'subject', 'operator' => 'contains', 'value' => 'VPN']],
+        'actions' => [['type' => 'set_status', 'value' => 'closed']],
+    ]);
+    $ticket = makeTicket(['subject' => 'Problem z vpn na laptopie']);
+
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    expect($ticket->fresh()->status_key)->toBe('closed');
+});
+
+test('an action that would only reassert the current value is a no-op and does not re-trigger anything', function () {
+    seedStatusesAndPriorities();
+    // If this looped, it would recurse until TriggerEngine's depth guard
+    // kicked in; asserting the final state (rather than call counts) proves
+    // the no-op short-circuit stopped it after a single, harmless pass.
+    Trigger::query()->create([
+        'name' => 'Keep status open', 'enabled' => true, 'event' => 'status_changed',
+        'conditions' => [], 'actions' => [['type' => 'set_status', 'value' => 'open']],
+    ]);
+    $ticket = makeTicket(['status_key' => 'new']);
+
+    app(TicketService::class)->setStatus($ticket, 'open');
+
+    expect($ticket->fresh()->status_key)->toBe('open');
+});
+
+test('two triggers that keep flipping the same field between each other are bounded by the depth guard, not an infinite loop', function () {
+    seedStatusesAndPriorities();
+    Trigger::query()->create([
+        'name' => 'To open', 'enabled' => true, 'event' => 'status_changed',
+        'conditions' => [['field' => 'status_key', 'operator' => 'not_equals', 'value' => 'open']],
+        'actions' => [['type' => 'set_status', 'value' => 'open']],
+    ]);
+    Trigger::query()->create([
+        'name' => 'To new', 'enabled' => true, 'event' => 'status_changed',
+        'conditions' => [['field' => 'status_key', 'operator' => 'not_equals', 'value' => 'new']],
+        'actions' => [['type' => 'set_status', 'value' => 'new']],
+    ]);
+    $ticket = makeTicket(['status_key' => 'new']);
+
+    // Would hang/exceed PHP's execution time without the depth guard —
+    // simply completing is the assertion.
+    app(TicketService::class)->setStatus($ticket, 'open');
+
+    expect($ticket->fresh()->status_key)->toBeIn(['new', 'open']);
+});
+
+test('the send_notification action sends the chosen template to the chosen recipient, ignoring NotificationSetting entirely', function () {
+    Notification::fake();
+    seedStatusesAndPriorities();
+    $template = TriggerEmailTemplate::query()->create([
+        'name' => 'x', 'subject' => 'Priorytet zmieniony na {priorytet}', 'body' => 'B',
+    ]);
+    Trigger::query()->create([
+        'name' => 'Notify on high priority', 'enabled' => true, 'event' => 'priority_changed',
+        'conditions' => [], 'actions' => [['type' => 'send_notification', 'recipient' => 'client', 'email_template_id' => $template->id]],
+    ]);
+    $ticket = makeTicket();
+
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    Notification::assertSentOnDemandTimes(TicketNotification::class, 1);
+
+    // Trigger notifications draw from trigger_email_templates, not the
+    // fixed email_templates table used by NotificationSetting.
+    $mail = (new TicketNotification($ticket->fresh(), $template->id, templateSource: 'trigger_email_template'))
+        ->toMail((object) ['routes' => ['mail' => $ticket->email]]);
+    expect($mail->subject)->toBe('Priorytet zmieniony na Wysoki');
+});
+
+test('a trigger with an unrecognized action type is silently ignored, not fatal', function () {
+    seedStatusesAndPriorities();
+    Trigger::query()->create([
+        'name' => 'Bogus action', 'enabled' => true, 'event' => 'priority_changed',
+        'conditions' => [], 'actions' => [['type' => 'not_a_real_action']],
+    ]);
+    $ticket = makeTicket();
+
+    app(TicketService::class)->setPriority($ticket, 'high');
+
+    expect($ticket->fresh()->priority_key)->toBe('high');
+});
+
+test('a client reply fires the comment_added event, even though clientReply() never fired a notification trigger before', function () {
+    seedStatusesAndPriorities();
+    Trigger::query()->create([
+        'name' => 'Reopen on client reply', 'enabled' => true, 'event' => 'comment_added',
+        'conditions' => [['field' => 'status_key', 'operator' => 'equals', 'value' => 'closed']],
+        'actions' => [['type' => 'set_status', 'value' => 'open']],
+    ]);
+    $ticket = makeTicket(['status_key' => 'closed']);
+    $client = User::query()->create(['name' => 'Klient', 'email' => 'reopener@example.com', 'roles' => ['client']]);
+
+    app(TicketService::class)->clientReply($ticket, $client, 'Nadal mam problem.');
+
+    expect($ticket->fresh()->status_key)->toBe('open');
+});

src/tests/Feature/TriggersAdminTest.php

@@ -0,0 +1,146 @@
+<?php
+
+use App\Livewire\Admin\Panel;
+use App\Livewire\Admin\Triggers;
+use App\Models\Trigger;
+use App\Models\TriggerEmailTemplate;
+use Livewire\Livewire;
+
+test('admin can create a trigger with a condition and an action', function () {
+    seedStatusesAndPriorities();
+    $admin = adminUser();
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('openForm')
+        ->set('form.name', 'Priorytet wysoki -> status otwarty')
+        ->set('form.event', 'priority_changed')
+        ->call('addCondition')
+        ->set('form.conditions.0.field', 'priority_key')
+        ->set('form.conditions.0.operator', 'equals')
+        ->set('form.conditions.0.value', 'high')
+        ->call('addAction')
+        ->set('form.actions.0.type', 'set_status')
+        ->set('form.actions.0.value', 'open')
+        ->call('submit')
+        ->assertSet('formOpen', false);
+
+    $trigger = Trigger::query()->where('name', 'Priorytet wysoki -> status otwarty')->firstOrFail();
+    expect($trigger->event)->toBe('priority_changed')
+        ->and($trigger->conditions)->toBe([['field' => 'priority_key', 'operator' => 'equals', 'value' => 'high']])
+        ->and($trigger->actions[0]['type'])->toBe('set_status')
+        ->and($trigger->actions[0]['value'])->toBe('open');
+});
+
+test('a trigger requires a name and at least one action', function () {
+    $admin = adminUser();
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('openForm')
+        ->set('form.name', '')
+        ->call('submit')
+        ->assertHasErrors(['form.name', 'form.actions']);
+});
+
+test('admin can edit an existing trigger', function () {
+    $admin = adminUser();
+    $trigger = Trigger::query()->create([
+        'name' => 'Original', 'enabled' => true, 'event' => 'ticket_created',
+        'conditions' => [], 'actions' => [['type' => 'set_priority', 'value' => 'high']],
+    ]);
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('editTrigger', $trigger->id)
+        ->set('form.name', 'Renamed')
+        ->call('submit')
+        ->assertSet('formOpen', false);
+
+    expect($trigger->fresh()->name)->toBe('Renamed');
+});
+
+test('admin can toggle a trigger on/off and delete it', function () {
+    $admin = adminUser();
+    $trigger = Trigger::query()->create([
+        'name' => 'Toggle me', 'enabled' => true, 'event' => 'ticket_created',
+        'conditions' => [], 'actions' => [['type' => 'set_priority', 'value' => 'high']],
+    ]);
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('toggleEnabled', $trigger->id);
+    expect($trigger->fresh()->enabled)->toBeFalse();
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('removeTrigger', $trigger->id);
+    expect(Trigger::query()->find($trigger->id))->toBeNull();
+});
+
+test('admin can reorder triggers with move up/down', function () {
+    $admin = adminUser();
+    $first = Trigger::query()->create(['name' => 'A', 'enabled' => true, 'event' => 'ticket_created', 'conditions' => [], 'actions' => [['type' => 'set_priority', 'value' => 'high']], 'sort_order' => 1]);
+    $second = Trigger::query()->create(['name' => 'B', 'enabled' => true, 'event' => 'ticket_created', 'conditions' => [], 'actions' => [['type' => 'set_priority', 'value' => 'high']], 'sort_order' => 2]);
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('moveDown', $first->id);
+
+    expect($first->fresh()->sort_order)->toBe(2)
+        ->and($second->fresh()->sort_order)->toBe(1);
+});
+
+test('adding and removing condition/action rows in the form works', function () {
+    $admin = adminUser();
+
+    $component = Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('openForm')
+        ->call('addCondition')
+        ->call('addCondition')
+        ->assertCount('form.conditions', 2)
+        ->call('removeCondition', 0)
+        ->assertCount('form.conditions', 1)
+        ->call('addAction')
+        ->assertCount('form.actions', 1);
+
+    $component->call('removeAction', 0)->assertCount('form.actions', 0);
+});
+
+test('the admin panel triggers tab renders the Triggers component', function () {
+    $admin = adminUser();
+
+    Livewire::actingAs($admin)->test(Panel::class)
+        ->call('setTab', 'triggers')
+        ->assertSeeLivewire(Triggers::class);
+});
+
+test('admin can create, edit and delete a trigger email template, independent of the fixed email templates', function () {
+    $admin = adminUser();
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('openTemplateForm')
+        ->set('templateForm.name', 'Przypomnienie')
+        ->set('templateForm.subject', 'Temat')
+        ->set('templateForm.body', 'Treść')
+        ->call('submitTemplate')
+        ->assertSet('templateFormOpen', false);
+
+    $template = TriggerEmailTemplate::query()->where('name', 'Przypomnienie')->firstOrFail();
+    expect($template->subject)->toBe('Temat');
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('editTemplate', $template->id)
+        ->set('templateForm.subject', 'Nowy temat')
+        ->call('submitTemplate');
+
+    expect($template->fresh()->subject)->toBe('Nowy temat');
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('removeTemplate', $template->id);
+
+    expect(TriggerEmailTemplate::query()->find($template->id))->toBeNull();
+});
+
+test('a trigger email template requires a name, subject and body', function () {
+    $admin = adminUser();
+
+    Livewire::actingAs($admin)->test(Triggers::class)
+        ->call('openTemplateForm')
+        ->call('submitTemplate')
+        ->assertHasErrors(['templateForm.name', 'templateForm.subject', 'templateForm.body']);
+});

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]);
+        }
     }
 }

wiki/admin/README.md

@@ -1,9 +1,9 @@
 # Przewodnik — Administrator
 
 Panel administratora (`/admin`) to jedno miejsce do konfiguracji całego systemu:
-struktura zgłoszeń (kategorie, pola, statusy, priorytety, SLA), użytkownicy i
+struktura zgłoszeń (kategorie, pola, statusy, priorytety, SLA), automatyzacje
-zespoły, treści (szablony, szybkie akcje, e-maile), wygląd/branding oraz
+(reguły SLA, wyzwalacze), użytkownicy i zespoły, treści (szablony, szybkie
-integracje (LDAP, SMTP, API).
+akcje, e-maile), wygląd/branding oraz integracje (LDAP, SMTP, BookStack, API).
 
 Domyślnie każde konto ląduje po zalogowaniu w panelu Klienta; przełącz się do
 panelu Administratora przez menu profilu (prawy górny róg).
@@ -55,6 +55,50 @@ 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.
+
+## Wyzwalacze
+
+W odróżnieniu od Automatyzacji SLA (działa po czasie ciszy klienta), wyzwalacze
+reagują **natychmiast** na zdarzenie w zgłoszeniu: utworzenie, dowolna zmiana
+pola, zmiana statusu/priorytetu/przypisania/zespołu/kategorii, nowa wiadomość
+publiczna. Każdy wyzwalacz ma:
+
+- **Zdarzenie**, na które reaguje.
+- **Warunki** (opcjonalne, wszystkie muszą być spełnione naraz — ORAZ) na polu
+  statusu, priorytetu, zespołu, podkategorii, zgłaszającego, tematu lub treści.
+- **Akcje** wykonywane po kolei — ustaw status/priorytet/zespół/operatora, albo
+  wyślij powiadomienie e-mail do zgłaszającego lub przypisanego operatora.
+
+Akcja „Wyślij powiadomienie e-mail” korzysta z **własnych szablonów wyzwalaczy**
+(sekcja „Szablony e-mail wyzwalaczy” na tej samej zakładce) — w pełni
+dodawalnych/edytowalnych/usuwalnych przez administratora, celowo osobnych od
+stałych szablonów opisanych niżej (te są przypisane 1:1 do zdarzeń systemowych
+i nie da się ich usunąć ani dodać nowego). Wyzwalacz może zmienić to samo pole,
+które sam sprawdza w warunku — zabezpieczenie przed zapętleniem: akcja, która
+tylko potwierdzałaby już ustawioną wartość, nic nie robi, a licznik głębokości
+zatrzymuje prawdziwy cykl między dwoma wyzwalaczami.
+
 ## Szybkie akcje odpowiedzi
 
 Przyciski w widoku zgłoszenia operatora, które **wysyłają odpowiedź i od razu
@@ -76,18 +120,33 @@ więcej informacji”, „Restart usuwa problem”.
   placeholderami: `{numer}`, `{imie}`, `{temat}`, `{status}`, `{kategoria}`,
   `{priorytet}`, `{zespol}`, `{operator}`, `{link}`. Każdy szablon opakowuje się
   automatycznie we wspólny layout (nagłówek z nazwą firmy + stopka — patrz niżej).
+  Te szablony są przypisane **na stałe** do zdarzeń systemowych (nie da się ich
+  dodać/usunąć/przepiąć na inne zdarzenie) — dla wyzwalaczy (zakładka
+  Wyzwalacze) służy osobny, w pełni dowolny zestaw szablonów, opisany wyżej.
 - **Stopka e-mail** i **layout HTML** — stopka jest edytowalna (z przyciskiem
   „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
+  odpowiedział, SLA przekroczone, **nowe zgłoszenie w zespole**) — każde ma
-  (klient / operator) i przypisany szablon. Usunięcie przypisanego szablonu po
+  przełącznik włącz/wyłącz, odbiorcę (klient / operator) i przypisany szablon.
-  prostu wyłącza wysyłkę tego powiadomienia, dopóki ktoś nie wybierze nowego.
+  Usunięcie przypisanego szablonu po prostu wyłącza wysyłkę tego powiadomienia,
-  „Zmiana statusu” i „zgłoszenie zamknięte” się wzajemnie wykluczają dla tej
+  dopóki ktoś nie wybierze nowego. „Zmiana statusu” i „zgłoszenie zamknięte” się
-  samej zmiany — zamknięcie zgłoszenia wysyła wyłącznie powiadomienie
+  wzajemnie wykluczają dla tej samej zmiany — zamknięcie zgłoszenia wysyła
-  „zgłoszenie zamknięte”, żeby nie dublować maila. **Ten sam przełącznik
+  wyłącznie powiadomienie „zgłoszenie zamknięte”, żeby nie dublować maila.
-  kontroluje zarówno e-mail, jak i powiadomienie w dzwoneczku w aplikacji** —
+  „Nowe zgłoszenie w zespole” (domyślnie włączone) trafia do **każdego**
-  nie ma osobnego ustawienia dla powiadomień w apce.
+  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) i aktualizuje się na żywo.
+- **Preferencje powiadomień per operator/admin** (`/settings/notifications`,
+  menu profilu → „Powiadomienia”) — każdy sam wybiera, dla nowego zgłoszenia/
+  aktualizacji/eskalacji, jaki zakres zgłoszeń (moje / nieprzypisane /
+  obserwowane / wszystkie) ma go powiadamiać dzwoneczkiem i czy dodatkowo
+  e-mailem, plus opcjonalne natywne powiadomienia push przeglądarki. To
+  ustawienie jest niezależne od globalnego przełącznika powiadomień opisanego
+  wyżej — dotyczy dodatkowego powiadamiania innych operatorów/adminów o
+  zgłoszeniach w ich zakresie, nie zastępuje go.
 
 ## Wygląd / Branding
 
@@ -100,14 +159,32 @@ ważne + treść HTML).
 - **Ogólne** — domyślny status nowego zgłoszenia, automatyczne przypisywanie wg
   kategorii, limity załączników (rozmiar/liczba/typy), czas życia sesji, strefa
   czasowa.
+  - **Numeracja zgłoszeń** — dowolny **prefiks** numeru (domyślnie `#`) i
+    **minimalna długość** (dopełniana zerami z przodu, dotyczy tylko trybu
+    sekwencyjnego). Checkbox **„Ukryj kolejność zgłoszeń”** przełącza
+    wyświetlany numer z kolejnego (np. `#1042`) na stałą, losowo wyglądającą
+    **sumę kontrolną** (np. `#559122`) przypisaną zgłoszeniu raz, na zawsze —
+    tak, by po samym numerze nie dało się odgadnąć, ile jest zgłoszeń ani w
+    jakiej kolejności powstały. Podgląd pod polami pokazuje na żywo, jak
+    będzie wyglądał numer dla realnego zgłoszenia z bazy, zanim się zapisze
+    zmiany. Gdy ta opcja jest włączona, **linki do zgłoszeń też** posługują
+    się sumą kontrolną zamiast kolejnego numeru — stary link ze zwykłym
+    numerem przestaje działać. REST API (`/api/v1/...`) tego nie dotyczy —
+    tam zgłoszenia zawsze identyfikuje się po `id`, niezależnie od tego
+    ustawienia.
+
+SMTP (host, port, szyfrowanie, użytkownik/hasło, adres/nazwa nadawcy, z
+przyciskiem **„Testuj połączenie”**) konfiguruje się w zakładce **E-MAIL**,
+razem z layoutem/stopką wiadomości — patrz sekcja wyżej.
+
+## Integracje
+
 - **LDAP** — host, port, base DN, bind DN + hasło, SSL, filtr użytkownika
   (`(uid={0})` domyślnie), auto-provisioning gości, ograniczenie tworzenia
   kont/zgłaszania tylko przez LDAP. Przycisk **„Testuj połączenie”** sprawdza
   bind bez zapisywania zmian.
-- **SMTP** — host, port, szyfrowanie, użytkownik/hasło, adres/nazwa nadawcy.
-  Przycisk **„Testuj połączenie”** analogicznie do LDAP.
 
-  > Po świeżej instalacji (`migrate:fresh --seed`) te dwie sekcje zawierają
+  > Po świeżej instalacji (`migrate:fresh --seed`) LDAP i SMTP zawierają
   > **przykładowe wartości** (`ldap.example.com`, `smtp.example.com`,
   > `changeme-*-password`) — koniecznie podmień je na rzeczywiste dane przed
   > oddaniem systemu do użytku.

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
 

wiki/operator/README.md

@@ -6,9 +6,19 @@ 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, aktualizowane **na żywo** w chwili ich
+utworzenia (niezależny od tego 30-sekundowy fallback dogrywa to, co ominęłoby
+zerwane połączenie) — kliknięcie (albo „Oznacz wszystkie jako przeczytane”)
+usuwa je z listy.
 
-## Kolejka zgłoszeń
+**„Powiadomienia”** w menu profilu (`/settings/notifications`) pozwala wybrać,
+dla każdej kategorii zdarzeń (nowe zgłoszenie, aktualizacja zgłoszenia,
+eskalacja), jaki zakres zgłoszeń ma Cię powiadamiać dzwoneczkiem — moje /
+nieprzypisane / **obserwowane** / wszystkie — oraz czy dodatkowo wysłać e-mail.
+Tam też włączysz natywne powiadomienia push przeglądarki (działają, dopóki
+karta jest otwarta).
+
+## Kolejka zgłoszeń — aktualizacje na żywo
 
 Panel główny (`/operator`) pokazuje listę zgłoszeń z zakładkami po lewej stronie:
 
@@ -25,7 +35,11 @@ przypisanego zespołu, oraz wszystko przypisane bezpośrednio do nich.
 
 **Filtry** nad tabelą: status, priorytet, kategoria, wyszukiwanie po numerze/
 temacie/kliencie/treści zgłoszenia i odpowiedzi w wątku. **Kolumny** można dowolnie
-włączać/wyłączać przyciskiem „Kolumny”, a nagłówki kolumn sortują listę.
+włączać/wyłączać przyciskiem „Kolumny” (numer, temat, klient, kategoria,
+podkategoria, priorytet, status, SLA, przypisany, zespół, utworzono — kilka z
+nich domyślnie ukryte), a nagłówki kolumn sortują listę. Wybrana zakładka i
+kolumny zostają zapamiętane w adresie strony, więc odświeżenie nie cofa Cię do
+pierwszej zakładki.
 
 **Zapisane widoki** — przycisk „Zapisane widoki” pozwala zapisać bieżącą
 kombinację zakładki/filtrów/sortowania/kolumn pod własną nazwą, oznaczyć jeden z
@@ -37,10 +51,26 @@ 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:
 
+- **Obserwuj** — przycisk obok licznika auto-odświeżania oznacza zgłoszenie
+  jako obserwowane niezależnie od przypisania czy zespołu; zasila zakres
+  „Obserwowane zgłoszenia” w Twoich preferencjach powiadomień
+  (`/settings/notifications`).
 - **Zmiana statusu / priorytetu / zespołu / przypisanego operatora** — z listy
   rozwijanej; „Przypisz do mnie” to skrót jednym kliknięciem.
 - **Odpowiedź publiczna** — widoczna dla klienta; można wybrać **szablon
@@ -65,7 +95,8 @@ 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 +125,33 @@ 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/
+Reszta strony jest podzielona na sekcje:
-priorytetu; najedź kursorem na pasek, by zobaczyć dokładną wartość):
+
+**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).