:root {
  --hd-navy: #12355b;
  --hd-navy-2: #1d4e80;
  --hd-accent: #e8a33d;
  --hd-bg: #f4f6f9;
  --hd-border: #dde3ea;
}
body { background: var(--hd-bg); font-size: 0.925rem; }
.hd-nav { background: var(--hd-navy); }
.hd-nav .navbar-brand { font-weight: 600; letter-spacing: .2px; }
.hd-nav .nav-link { color: rgba(255,255,255,.82); }
.hd-nav .nav-link.active, .hd-nav .nav-link:hover { color: #fff; }
.hd-nav .nav-link.active { box-shadow: inset 0 -3px 0 var(--hd-accent); }
.card { border-color: var(--hd-border); }
.card-header { background: #fff; font-weight: 600; }
.btn-primary { background: var(--hd-navy); border-color: var(--hd-navy); }
.btn-primary:hover, .btn-primary:focus { background: var(--hd-navy-2); border-color: var(--hd-navy-2); }
.text-navy { color: var(--hd-navy); }
a { color: var(--hd-navy-2); }

/* status + priority badges */
.badge.st-new { background: #f2c94c; color: #3d2f00; }
.badge.st-open { background: #d64545; }
.badge.st-pending { background: #2f80ed; }
.badge.st-on_hold { background: #222; }
.badge.st-solved { background: #828282; }
.badge.st-closed { background: #bdbdbd; color: #333; }
.pr-urgent { color: #b42318; font-weight: 700; }
.pr-high { color: #c4320a; font-weight: 600; }
.pr-normal { color: #475467; }
.pr-low { color: #98a2b3; }
.sla { font-size: .75rem; border-radius: 4px; padding: 1px 6px; white-space: nowrap; display: inline-block; }
.sla-ok { background: #ecfdf3; color: #027a48; }
.sla-warning { background: #fffaeb; color: #b54708; }
.sla-breached { background: #fef3f2; color: #b42318; font-weight: 600; }
.sla-paused { background: #f2f4f7; color: #475467; }
.sla-met { background: #ecfdf3; color: #027a48; }
.sla-missed { background: #fef3f2; color: #b42318; }

/* agent sidebar views */
.view-list .list-group-item { border: 0; border-radius: 6px !important; padding: .45rem .75rem; }
.view-list .list-group-item.active { background: #e6edf5; color: var(--hd-navy); font-weight: 600; }
.ticket-table td { vertical-align: middle; }
.ticket-table tr.unread td:first-child { box-shadow: inset 3px 0 0 var(--hd-accent); }
.ticket-subject { font-weight: 500; color: #101828; text-decoration: none; }
.ticket-subject:hover { text-decoration: underline; }

/* conversation */
.comment { border: 1px solid var(--hd-border); border-radius: 8px; background: #fff; margin-bottom: 12px; }
.comment .c-head { padding: 8px 14px; border-bottom: 1px solid #eef1f4; font-size: .85rem; display: flex; align-items: center; gap: 8px; }
.comment .c-body { padding: 12px 14px; overflow-wrap: anywhere; }
.comment.internal { background: #fffbeb; border-color: #f5d88a; }
.comment.internal .c-head { border-color: #f5e3a8; }
.comment.agent-comment { border-left: 3px solid var(--hd-navy); }
.avatar { width: 28px; height: 28px; border-radius: 50%; background: var(--hd-navy); color: #fff; font-size: .7rem; display: inline-flex; align-items: center; justify-content: center; font-weight: 600; flex: none; }
.avatar.req { background: #7a8ea3; }
.mention { background: #e6edf5; color: var(--hd-navy); font-weight: 600; border-radius: 3px; padding: 0 3px; }
.mention-menu { position: absolute; z-index: 1000; background: #fff; border: 1px solid var(--hd-border);
  border-radius: 6px; box-shadow: 0 4px 12px rgba(0,0,0,.12); max-height: 220px; overflow-y: auto; min-width: 220px; }
.mention-menu .item { padding: 6px 10px; cursor: pointer; font-size: .875rem; }
.mention-menu .item.active, .mention-menu .item:hover { background: var(--hd-navy); color: #fff; }
.reply-box.internal textarea { background: #fffbeb; }
.event-list { font-size: .8rem; color: #667085; }
.kb-body img { max-width: 100%; }
.kb-body table { border-collapse: collapse; margin-bottom: 1rem; }
.kb-body th, .kb-body td { border: 1px solid var(--hd-border); padding: 4px 10px; }
.kb-body pre { background: #f6f8fa; padding: 10px; border-radius: 6px; }
.hero { background: linear-gradient(135deg, var(--hd-navy), var(--hd-navy-2)); color: #fff; border-radius: 12px; }
.stat { font-size: 1.8rem; font-weight: 700; color: var(--hd-navy); line-height: 1.1; }
.stat-label { font-size: .75rem; text-transform: uppercase; letter-spacing: .5px; color: #667085; }
.suggest-box a { display: block; padding: 4px 0; }
.small-muted { font-size: .8rem; color: #667085; }
.props label { font-size: .75rem; color: #667085; margin-bottom: 2px; }
.sticky-side { position: sticky; top: 12px; }