/* Tickets & Support – Website und Admin */
.tk-hero{padding:56px 0 30px;background:radial-gradient(ellipse at 30% 0%,color-mix(in srgb,var(--c-primary,#2563eb) 16%,transparent),transparent 65%);border-bottom:1px solid var(--c-border,#e2e8f0)}
.tk-hero h1{margin:0 0 16px}
.tk-wrap{padding-top:28px;padding-bottom:70px}
.tk-cards{display:grid;grid-template-columns:repeat(auto-fit,minmax(210px,1fr));gap:14px;margin-bottom:30px}
.tk-card{display:flex;flex-direction:column;gap:4px;color:var(--c-text);transition:.15s}.tk-card:hover{border-color:var(--c-primary);color:var(--c-text);transform:translateY(-2px)}
.tk-card span{font-size:28px}.tk-card b{font-size:1.1rem}
.tk-rows{display:flex;flex-direction:column;gap:8px}
.tk-row{display:flex;align-items:center;gap:12px;color:var(--c-text)}.tk-row>span:first-child{flex:1;display:flex;flex-direction:column}.tk-row:hover{border-color:var(--c-primary);color:var(--c-text)}
.tk-status{display:inline-block;font-size:12px;font-weight:700;padding:3px 10px;border-radius:20px;white-space:nowrap;border:1px solid}
.tk-open{color:#2563eb;border-color:#2563eb55;background:#2563eb14}.tk-progress{color:#d97706;border-color:#d9770655;background:#d9770614}
.tk-waiting{color:#7c3aed;border-color:#7c3aed55;background:#7c3aed14}.tk-closed{color:#16a34a;border-color:#16a34a55;background:#16a34a14}
.tk-prio{font-size:11px;font-weight:800;text-transform:uppercase;padding:2px 7px;border-radius:5px}
.tk-p-low{color:#64748b;background:#64748b1a}.tk-p-high{color:#ea580c;background:#ea580c1a}.tk-p-urgent{color:#fff;background:#dc2626}
.tk-new{font-size:11px;font-weight:800;color:#fff;background:var(--c-primary,#2563eb);padding:3px 8px;border-radius:20px}
.tk-form{display:flex;flex-direction:column;gap:12px}.tk-form label{display:flex;flex-direction:column;gap:4px;font-weight:600}
.tk-form label.check{flex-direction:row;font-weight:400}
.tk-grid{display:grid;grid-template-columns:1fr 1fr;gap:12px}@media(max-width:600px){.tk-grid{grid-template-columns:1fr}}
.tk-hp{position:absolute;left:-9999px;width:1px;height:1px;overflow:hidden}
.tk-file{font-weight:400!important;font-size:14px}
.tk-faq{padding:12px 14px;border:1px solid var(--c-primary,#2563eb);border-radius:var(--radius,10px);background:color-mix(in srgb,var(--c-primary,#2563eb) 7%,transparent)}
.tk-faq ul{margin:6px 0 0;padding-left:18px}.tk-faq li{margin:4px 0}.tk-faq small{display:block;color:var(--c-muted)}
.tk-thread{display:flex;flex-direction:column;gap:12px;margin:16px 0}
.tk-msg{border:1px solid var(--c-border,var(--line));border-radius:var(--radius,var(--r));background:var(--c-surface,var(--card));padding:14px 16px;max-width:88%}
.tk-msg.staff{align-self:flex-end;border-color:color-mix(in srgb,var(--c-primary,var(--accent)) 40%,var(--c-border,var(--line)));background:color-mix(in srgb,var(--c-primary,var(--accent)) 6%,var(--c-surface,var(--card)))}
.tk-msg.internal{align-self:stretch;max-width:none;border-style:dashed;border-color:#d97706;background:#d977060f}
.tk-msg-head{display:flex;align-items:center;gap:8px;flex-wrap:wrap;margin-bottom:8px}.tk-msg-head small{margin-left:auto}
.tk-team{font-size:11px;font-weight:800;color:#fff;background:var(--c-primary,var(--accent));padding:1px 7px;border-radius:10px}
.tk-int{font-size:12px;font-weight:700;color:#d97706}
.tk-msg-body{line-height:1.65;overflow-wrap:anywhere}
.tk-files{display:flex;flex-wrap:wrap;gap:8px;margin-top:10px}.tk-files a{font-size:13px;padding:4px 10px;border:1px solid var(--c-border,var(--line));border-radius:20px}
.tk-reply textarea{width:100%}.tk-reply h3{margin:0 0 10px}
.tk-widget h3{margin-top:0}
/* Admin */
.tk-admin{display:grid;grid-template-columns:minmax(0,1fr) 320px;gap:20px;align-items:start}@media(max-width:1000px){.tk-admin{grid-template-columns:1fr}}
.tk-admin .tk-msg{max-width:none}
.tk-reply-head{display:flex;justify-content:space-between;align-items:center;gap:10px}.tk-reply-head select{width:auto}
.tk-reply-opts{display:flex;flex-wrap:wrap;gap:14px;align-items:flex-end;margin-top:10px}.tk-reply-opts label{display:flex;flex-direction:column;gap:4px;font-size:13px}.tk-reply-opts select{width:auto}
.tk-cat{display:inline-block;font-size:12px;font-weight:600;padding:2px 9px;border-radius:20px;color:var(--tc);border:1px solid color-mix(in srgb,var(--tc) 45%,transparent);background:color-mix(in srgb,var(--tc) 10%,transparent)}
.tk-table tr.tk-await td:first-child{box-shadow:inset 3px 0 var(--accent)}.tk-wait{color:var(--accent)}
.tk-hist{padding-left:16px;margin:4px 0 10px}.tk-hist li{margin:4px 0}
.tk-dash{display:grid;grid-template-columns:repeat(3,1fr);gap:8px;margin-bottom:8px}.tk-dash a{display:flex;flex-direction:column;padding:10px;border-radius:8px;background:var(--card2);text-align:center}.tk-dash b{font-size:22px}.tk-dash span{font-size:12px;color:var(--muted)}
.tk-bar{display:grid;grid-template-columns:140px 1fr 30px;gap:10px;align-items:center;margin:6px 0}.tk-bar i{height:8px;border-radius:5px;background:var(--accent);display:block}

/* ===== 2.0 Service Desk (Pro) ===== */
.tk-sla{display:inline-block;font-size:11.5px;font-weight:600;padding:2px 8px;border-radius:20px;white-space:nowrap;border:1px solid transparent}
.tk-sla-ok{background:#16a34a1a;color:#15803d;border-color:#16a34a40}.tk-sla-warn{background:#f59e0b22;color:#b45309;border-color:#f59e0b55}
.tk-sla-late{background:#ef444422;color:#dc2626;border-color:#ef444466}.tk-sla-paused{background:#64748b1f;color:#64748b;border-color:#64748b40}
.tk-tag{display:inline-block;font-size:11.5px;padding:1px 7px;border-radius:6px;background:var(--card2,var(--c-surface2));color:var(--muted,var(--c-muted))}
.tk-hint{background:color-mix(in srgb,var(--c-primary,var(--accent,#2563eb)) 8%,transparent);border-left:3px solid var(--c-primary,var(--accent,#2563eb));padding:10px 14px;border-radius:8px;margin:4px 0 12px}
.tk-rfields{margin-bottom:6px}
.tk-fields{display:grid;grid-template-columns:max-content 1fr;gap:4px 14px;margin:0 0 14px;padding:12px 14px;border-radius:10px;background:var(--card2,var(--c-surface2));font-size:.92em}
.tk-fields dt{color:var(--muted,var(--c-muted));font-weight:600}.tk-fields dd{margin:0;overflow-wrap:anywhere}
.tk-rate-inline{display:flex;flex-wrap:wrap;align-items:center;gap:8px;padding:12px 16px;border-radius:12px;margin:10px 0;background:color-mix(in srgb,var(--c-primary,#2563eb) 8%,var(--c-surface,#fff))}
.tk-rate-inline span{font-weight:600;margin-right:6px}.tk-rate-inline a{font-size:1.7rem;text-decoration:none;transition:transform .15s}.tk-rate-inline a:hover{transform:scale(1.25)}
.tk-rate{text-align:center}.tk-faces{display:flex;justify-content:center;gap:10px;margin:22px 0;flex-wrap:wrap}
.tk-faces label{display:flex;flex-direction:column;align-items:center;gap:4px;cursor:pointer;padding:10px 12px;border-radius:12px;border:2px solid transparent;min-width:76px}
.tk-faces input{position:absolute;opacity:0}.tk-faces span{font-size:2.4rem;filter:grayscale(.6);transition:.15s}.tk-faces small{color:var(--c-muted)}
.tk-faces label:has(input:checked){border-color:var(--c-primary);background:color-mix(in srgb,var(--c-primary) 8%,transparent)}.tk-faces label:has(input:checked) span,.tk-faces label:hover span{filter:none;transform:scale(1.12)}
.tk-rate textarea{width:100%}.tk-rate-done span{font-size:3.4rem}
.tk-csat{font-size:1.3rem;margin:0}.tk-csat span{font-size:2rem;vertical-align:middle}

/* Liste mit Warteschlangen */
.dq-layout{display:grid;grid-template-columns:230px minmax(0,1fr);gap:20px;align-items:start}
@media(max-width:1000px){.dq-layout{grid-template-columns:1fr}}
.dq-views{display:flex;flex-direction:column;gap:2px;position:sticky;top:12px}
.dq-views a{display:flex;align-items:center;gap:10px;padding:8px 10px;border-radius:8px;color:var(--text)}
.dq-views a span{width:20px;text-align:center}.dq-views a b{margin-left:auto;font-size:12px;background:var(--card2);padding:1px 8px;border-radius:20px;color:var(--muted)}
.dq-views a:hover{background:var(--card2)}.dq-views a.active{background:color-mix(in srgb,var(--accent) 14%,transparent);color:var(--accent);font-weight:600}
.dq-views a.crit b{background:#ef4444;color:#fff}

/* Agenten-Arbeitsplatz: 3 Spalten */
.desk{display:grid;grid-template-columns:300px minmax(0,1fr) 330px;gap:18px;align-items:start}
@media(max-width:1350px){.desk{grid-template-columns:260px minmax(0,1fr) 300px}}
@media(max-width:1100px){.desk{grid-template-columns:minmax(0,1fr) 300px}.desk-queue{display:none}}
@media(max-width:800px){.desk{grid-template-columns:1fr}}
.desk-queue{position:sticky;top:12px;max-height:calc(100vh - 100px);display:flex;flex-direction:column;background:var(--card);border:1px solid var(--line);border-radius:var(--r);overflow:hidden}
.dq-head{display:flex;gap:6px;padding:10px;border-bottom:1px solid var(--line)}.dq-head select{flex:1;min-width:0}
.dq-list{overflow:auto}
.dq-item{display:block;padding:10px 12px;border-bottom:1px solid var(--line);border-left:3px solid transparent;color:var(--text)}
.dq-item:hover{background:var(--card2);color:var(--text)}.dq-item.active{background:color-mix(in srgb,var(--accent) 10%,transparent);border-left-color:var(--accent)}
.dq-item.p-urgent{border-left-color:#ef4444}.dq-item.p-high{border-left-color:#f59e0b}
.dq-item.unread .dq-top b::before{content:"";display:inline-block;width:7px;height:7px;border-radius:50%;background:var(--accent);margin-right:6px;vertical-align:middle}
.dq-top{display:flex;gap:8px;justify-content:space-between}.dq-top b{font-size:13.5px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.dq-top small{color:var(--muted);white-space:nowrap;font-size:11px}
.dq-meta{display:block;font-size:12px;color:var(--muted);margin:2px 0 5px;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.dq-meta i{font-style:normal;color:var(--tc)}
.dq-badges{display:flex;flex-wrap:wrap;gap:4px}.dq-badges .tk-status,.dq-badges .tk-prio{font-size:11px}
.desk-main{min-width:0}
.dm-head{display:flex;justify-content:space-between;gap:16px;align-items:flex-start;flex-wrap:wrap;margin-bottom:12px}.dm-head h1{margin:0;font-size:22px}.dm-head p{margin:4px 0 0}
.dm-badges{display:flex;flex-wrap:wrap;gap:6px;align-items:center}
.dm-facts{display:flex;gap:14px;flex-wrap:wrap;align-items:flex-start}.dm-facts .tk-fields{flex:1;min-width:240px}
.dm-search{font-size:13px;background:var(--card2);padding:10px 14px;border-radius:10px;min-width:220px}.dm-search ul{margin:8px 0 0;padding-left:18px;color:var(--muted)}
.tk-reply-tabs{display:flex;gap:6px;flex-wrap:wrap;align-items:center;margin-bottom:10px}
.tk-reply-tabs label{display:flex;cursor:pointer}.tk-reply-tabs input{position:absolute;opacity:0}
.tk-reply-tabs label span{padding:6px 12px;border-radius:8px;border:1px solid var(--line);font-size:13px;font-weight:600}
.tk-reply-tabs label:has(input:checked) span{background:var(--accent);border-color:var(--accent);color:#fff}
.tk-reply-tabs .tk-canned{margin-left:auto;max-width:220px}
.tk-reply.is-internal{border-color:#d97706;background:#d977060d}.tk-reply.is-internal .tk-reply-tabs label:has(input:checked) span{background:#d97706;border-color:#d97706}
.tk-reply-opts{display:flex;gap:12px;align-items:flex-end;flex-wrap:wrap;margin-top:10px}.tk-reply-opts .btn-primary{margin-left:auto}
.desk-side .card{padding:16px}.desk-side h3{font-size:15px;margin:0 0 10px}.desk-side h4{font-size:13px;margin:12px 0 6px}
.ds-grid{display:grid;grid-template-columns:1fr 1fr;gap:8px 10px;margin-bottom:10px}.ds-grid .wide{grid-column:1/-1}
.ds-grid label,.ds-det label{font-size:12px;font-weight:600;color:var(--muted);display:flex;flex-direction:column;gap:3px}
.ds-grid select,.ds-grid input{font-size:13px;padding:6px 8px}
.ds-det summary{list-style:none;cursor:pointer}.ds-det summary::-webkit-details-marker{display:none}.ds-det summary h3{margin:0;display:flex;justify-content:space-between}
.ds-det summary h3::after{content:"▾";color:var(--muted)}.ds-det[open] summary h3{margin-bottom:10px}.ds-det[open] summary h3::after{content:"▴"}
.ds-det form{display:flex;flex-direction:column;gap:8px}
.ds-kv{display:flex;justify-content:space-between;gap:10px;font-size:13px;padding:3px 0}.ds-kv span{color:var(--muted)}
.ds-sla.ds-late{border-color:#ef4444}.ds-sla.ds-warn{border-color:#f59e0b}
.ds-list{list-style:none;padding:0;margin:0 0 10px;display:grid;gap:4px;font-size:13px}.ds-list li{display:flex;align-items:center;gap:6px}.ds-list form{margin-left:auto}
.btn-x{background:none;border:0;color:var(--muted);cursor:pointer;font-size:12px;padding:2px 6px;border-radius:6px}.btn-x:hover{background:#ef444422;color:#ef4444}
/* Regeln, SLA, Auswertung */
.rl-row{display:flex;gap:8px;align-items:flex-start;margin-bottom:8px;flex-wrap:wrap}.rl-row select{max-width:220px}.rl-row .rl-val{flex:1;min-width:200px}
.rl-form h3 select{display:inline-block;width:auto;font-size:inherit;margin:0 4px}
.sla-days td{padding:6px 8px}.sla-days input[type=time]{width:auto;display:inline-block}
.sla-table input{width:90px;display:inline-block}
.rp-stats .stat.rp-good b{color:#16a34a}.rp-stats .stat.rp-mid b{color:#d97706}.rp-stats .stat.rp-bad b{color:#dc2626}
.rp-chart{display:flex;align-items:flex-end;gap:2px;height:120px;padding-top:6px}.rp-chart i{flex:1;background:var(--accent);border-radius:3px 3px 0 0;min-width:2px;opacity:.85}.rp-chart i:hover{opacity:1}
.rp-axis{display:flex;justify-content:space-between;font-size:11px;color:var(--muted);margin-top:4px}
.rp-csat>div{display:grid;grid-template-columns:32px 1fr;align-items:center;gap:8px}.rp-csat span{font-size:1.4rem}
.rp-table .tk-bar{margin:0}
.rp-table .tk-bar{grid-template-columns:minmax(90px,170px) 1fr}.rp-csat .tk-bar{grid-template-columns:1fr 30px}
.dq-layout .toolbar{display:flex;gap:8px}.dq-layout .toolbar input[type=search]{flex:1;min-width:240px;max-width:520px}

/* ===== 2.1 Wissenslogistik ===== */
.tk-paths{display:grid;grid-template-columns:repeat(auto-fill,minmax(230px,1fr));gap:12px;margin-bottom:28px}
.tk-paths a{display:flex;flex-direction:column;gap:4px;color:var(--c-text);transition:.15s}.tk-paths a:hover{border-color:var(--c-primary);transform:translateY(-2px);color:var(--c-text)}
.tk-paths span{font-size:24px}.tk-paths b{font-size:1.02rem}
.tk-results{list-style:none;padding:0;display:grid;gap:10px;margin-bottom:28px}.tk-results li{display:flex;flex-direction:column;padding:12px 16px;border:1px solid var(--c-border);border-radius:var(--radius);background:var(--c-surface)}
.tk-results a{font-weight:700}
.tk-pathhint{display:flex;align-items:center;gap:12px;padding:12px 16px;border-radius:12px;margin:-4px 0 14px;border:1px solid color-mix(in srgb,var(--c-primary) 40%,transparent);background:color-mix(in srgb,var(--c-primary) 7%,var(--c-surface));color:var(--c-text)}
.tk-pathhint>span:first-child{font-size:26px}.tk-pathhint>span:nth-child(2){flex:1;display:flex;flex-direction:column}.tk-pathhint i{font-style:normal}.tk-pathhint small{color:var(--c-muted)}
.tk-pathhint:hover{border-color:var(--c-primary);color:var(--c-text)}.tk-pathhint[hidden]{display:none}
.tk-guide h1{margin-bottom:6px}
.tg-hist{list-style:none;padding:0;margin:18px 0;display:grid;gap:6px;counter-reset:s}
.tg-hist li{display:flex;gap:10px;align-items:center;flex-wrap:wrap;padding:8px 14px;border-radius:10px;background:var(--c-surface2);font-size:.95rem;counter-increment:s}
.tg-hist li::before{content:counter(s);width:22px;height:22px;border-radius:50%;display:grid;place-items:center;background:var(--c-primary);color:#fff;font-size:12px;font-weight:700}
.tg-hist span{color:var(--c-muted)}.tg-hist b::before{content:"→ ";color:var(--c-muted);font-weight:400}.tg-hist a{margin-left:auto;font-size:.85rem}
.tg-step{padding:28px}.tg-step h2{margin:4px 0 12px}.tg-no{font-weight:700;color:var(--c-primary);text-transform:uppercase;letter-spacing:.05em;font-size:.78rem}
.tg-text{line-height:1.7;margin-bottom:18px}
.tg-answers{display:flex;flex-wrap:wrap;gap:10px}.tg-answers .btn{min-width:120px;justify-content:center}
.tg-solution{border-color:#16a34a66;background:color-mix(in srgb,#16a34a 5%,var(--c-surface))}.tg-solution .tg-no{color:#16a34a}
.tg-ticket .tg-no{color:#d97706}.tg-done{text-align:center}.tg-big{font-size:3rem}
/* Agent: Leitfaden im Ticket */
.tg-agent .tga-h{display:flex;flex-direction:column;font-size:12px;padding:5px 8px;border-left:2px solid var(--accent);margin-bottom:4px;cursor:pointer;border-radius:0 6px 6px 0;background:var(--card2)}
.tg-agent .tga-h span{color:var(--muted)}.tg-agent .tga-h:hover{background:color-mix(in srgb,var(--accent) 10%,transparent)}
.tga-q{padding:10px;border-radius:8px;border:1px solid var(--line);margin:8px 0}.tga-q p{font-size:13px;margin:6px 0 0;color:var(--muted)}
.tga-solution{border-color:#16a34a88;background:#16a34a0f}.tga-ticket{border-color:#d9770688}
.tga-ans{display:flex;flex-wrap:wrap;gap:6px;margin-top:8px}.tga-q .tga-use{margin-top:8px}
/* Editor */
.pe-layout{display:grid;grid-template-columns:minmax(0,1fr) 340px;gap:20px;align-items:start}@media(max-width:1100px){.pe-layout{grid-template-columns:1fr}}
.pe-tree{position:sticky;top:12px;max-height:calc(100vh - 40px);overflow:auto;font-size:13px}
.pe-tree ul{list-style:none;padding-left:14px;margin:4px 0;border-left:1px dashed var(--line)}.pe-tree>ul{padding-left:0;border:0}
.pe-tree li{margin:4px 0}.pe-tree i{color:var(--accent);font-style:normal;font-size:12px}
.pe-node{border-left:4px solid var(--accent);padding:14px 16px;margin-bottom:12px}.pe-node.pe-solution{border-left-color:#16a34a}.pe-node.pe-ticket{border-left-color:#d97706}
.pe-head{display:flex;gap:8px;align-items:center;margin-bottom:8px}.pe-no{font-size:12px;font-weight:700;color:var(--muted);white-space:nowrap;min-width:64px}
.pe-head .pe-type{width:auto;max-width:200px}.pe-head .pe-title{flex:1;font-weight:600}
.pe-node textarea{width:100%;margin-bottom:8px}
.pe-ans{display:flex;gap:8px;align-items:center;margin-bottom:6px}.pe-ans input{flex:1}.pe-ans select{flex:1.2}.pe-ans>span{color:var(--muted)}

/* ===== 2.2 Kunden & Kanäle ===== */
.tk-tier{display:inline-block;font-size:11.5px;font-weight:700;padding:2px 8px;border-radius:20px;color:var(--tc);border:1px solid color-mix(in srgb,var(--tc) 50%,transparent);background:color-mix(in srgb,var(--tc) 12%,transparent);white-space:nowrap}
.ds-org{padding:10px;border-radius:8px;background:var(--card2);margin-bottom:10px;display:flex;flex-direction:column;gap:3px}
.ds-note{font-size:12.5px;padding:8px 10px;border-radius:8px;background:#f59e0b14;border:1px solid #f59e0b40;margin:6px 0}
.ds-cust select{font-size:13px}
.setup-grid{display:grid;grid-template-columns:repeat(auto-fill,minmax(260px,1fr));gap:14px}
.setup-card{display:flex;flex-direction:column;gap:4px;color:var(--text);transition:.15s}.setup-card:hover{border-color:var(--accent);color:var(--text);transform:translateY(-2px)}
.setup-card>span{font-size:26px}.setup-card b{font-size:15px}.setup-card.locked{opacity:.55;pointer-events:none}
.ds-fs{border:0;padding:0;margin:0;min-width:0}.ds-fs[disabled] select,.ds-fs[disabled] input{opacity:.7}

/* ===== 2.3 Signaturen ===== */
.tk-sig{margin-top:12px;padding-top:10px;border-top:1px dashed color-mix(in srgb,currentColor 25%,transparent);font-size:.9em;opacity:.85;line-height:1.55}
.tk-sigbox{margin-top:10px;padding:10px 12px;border-radius:8px;background:var(--card2,var(--c-surface2));font-size:13px}
.tk-sigbox .tk-sig{margin:6px 0 0;padding:0;border:0}
.tk-sig-head{display:flex;gap:12px;align-items:center;color:var(--muted)}.tk-sig-head span:first-child{font-weight:600}.tk-sig-head a{margin-left:auto}
.sig-layout{display:grid;grid-template-columns:minmax(0,1fr) 380px;gap:18px;align-items:start}@media(max-width:1000px){.sig-layout{grid-template-columns:1fr}}
.sig-tpl{font-family:ui-monospace,Consolas,monospace;font-size:13px;width:100%}
.sig-ph{display:flex;flex-wrap:wrap;gap:4px;margin-top:6px}.sig-ph .btn{font-family:ui-monospace,Consolas,monospace;font-size:12px;padding:3px 8px}
.sig-preview{white-space:pre-line;font-size:14px;line-height:1.6;padding:14px 16px;border-radius:10px;background:#fff;color:#344054;border:1px solid var(--line)}