/* =====================================================================
   Crux Interactive Helpdesk — help.cruxinteractive.com
   Matches the shared Crux design language: dark glass, Google Sans,
   #131314 background, #78b5ce accent. Mirrors the tokens used across
   id / account / connect / ai / cloud.
   ===================================================================== */

@import url('https://fonts.googleapis.com/css2?family=Google+Sans:wght@400;500;600;700&family=Roboto:wght@400;500&display=swap');

:root {
  --bg-color:        #131314;
  --bg-raised:       #1e1f20;
  --sidebar-bg:      #1e1f20;
  --input-bg:        #1e1f20;
  --input-hover-bg:  #282a2c;
  --panel-bg:        #1e1f20;
  --panel-hover:     #2a2b2d;
  --border-subtle:   rgba(255,255,255,0.06);
  --border-strong:   rgba(255,255,255,0.12);
  --text-primary:    #e3e3e3;
  --text-secondary:  #c4c7c5;
  --text-muted:      #8e918f;
  --accent-color:    #78b5ce;
  --accent-hover:    #78b5ce;
  --accent-2color:   #60a5fa;
  --danger-color:    #f28b82;
  --success-color:   #81c995;
  --warning-color:   #fbbc05;

  --accent-glow:   rgba(120, 181, 206,0.18);
  --r-xl: 20px; --r-lg: 16px; --r-md: 12px; --r-sm: 10px;
  --shadow-1: 0 24px 64px rgba(0,0,0,0.5);
  --shadow-2: 0 8px 24px rgba(0,0,0,0.35);
  --ring: 0 0 0 .15rem rgba(120, 181, 206,.35);
  --maxw: 1180px;
}

* { box-sizing: border-box; font-family: 'Google Sans','Roboto',system-ui,-apple-system,'Segoe UI',sans-serif; }

html, body {
  margin: 0; padding: 0;
  background:
    radial-gradient(1200px 600px at 50% -200px, rgba(120, 181, 206,0.08), transparent 60%),
    var(--bg-color);
  color: var(--text-primary);
  -webkit-font-smoothing: antialiased;
  -moz-osx-font-smoothing: grayscale;
  min-height: 100vh;
  display: flex; flex-direction: column;
}

a { color: var(--accent-color); text-decoration: none; }
a:hover { color: var(--accent-hover); }
h1,h2,h3,h4,h5 { color: var(--text-primary); font-weight: 600; margin: 0 0 .5rem; }
p { color: var(--text-secondary); line-height: 1.6; }
code { color: var(--accent-2color); background: rgba(96,165,250,.08); padding: .1em .35em; border-radius: 5px; font-family: ui-monospace,'SF Mono',Menlo,monospace; }

::-webkit-scrollbar { width: 9px; height: 9px; }
::-webkit-scrollbar-thumb { background: rgba(255,255,255,0.1); border-radius: 5px; }
::-webkit-scrollbar-thumb:hover { background: rgba(255,255,255,0.18); }
::-webkit-scrollbar-track { background: transparent; }

/* ---- Top bar ------------------------------------------------------- */
.hd-topbar {
  position: sticky; top: 0; z-index: 100;
  background: rgba(19,19,20,0.82);
  backdrop-filter: saturate(160%) blur(14px);
  -webkit-backdrop-filter: saturate(160%) blur(14px);
  border-bottom: 1px solid var(--border-subtle);
}
.hd-topbar-inner {
  max-width: var(--maxw); margin: 0 auto;
  display: flex; align-items: center; gap: 1.25rem;
  padding: 0 1.25rem; height: 62px;
}
.hd-brand { display: flex; align-items: center; gap: .55rem; color: var(--text-primary); }
.hd-brand:hover { color: var(--text-primary); }
.hd-brand-logo { height: 28px; width: auto; display: block; }
.hd-brand-text { font-weight: 600; font-size: 1.02rem; letter-spacing: .2px; }

.hd-nav { display: flex; align-items: center; gap: .25rem; margin-left: .5rem; flex: 1; }
.hd-nav-link {
  display: inline-flex; align-items: center; gap: .45rem;
  padding: .5rem .8rem; border-radius: var(--r-sm);
  color: var(--text-secondary); font-weight: 500; font-size: .92rem;
  border: 1px solid transparent; transition: background .15s, color .15s;
}
.hd-nav-link:hover { background: rgba(255,255,255,0.05); color: var(--text-primary); }
.hd-nav-link.active {
  background: rgba(120, 181, 206,0.12); color: var(--accent-color);
  border-color: rgba(120, 181, 206,0.22);
}
.hd-nav-link.active i { color: var(--accent-color); }
.hd-nav-staff { color: var(--accent-2color); }

.hd-user { display: flex; align-items: center; gap: .75rem; position: relative; }
.hd-user-menu { position: relative; }
.hd-user-btn {
  display: flex; align-items: center; gap: .5rem;
  background: transparent; border: 1px solid var(--border-subtle);
  border-radius: 999px; padding: .25rem .6rem .25rem .25rem; cursor: pointer;
  color: var(--text-primary); transition: background .15s, border-color .15s;
}
.hd-user-btn:hover { background: rgba(255,255,255,0.04); border-color: var(--border-strong); }
.hd-avatar { width: 30px; height: 30px; border-radius: 50%; object-fit: cover; border: 1px solid var(--border-subtle); }
.hd-avatar-lg { width: 46px; height: 46px; border-radius: 50%; object-fit: cover; }
.hd-user-name { font-size: .9rem; font-weight: 500; max-width: 140px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.hd-user-btn .bi-chevron-down { font-size: .7rem; color: var(--text-muted); }

.hd-user-dropdown {
  position: absolute; right: 0; top: calc(100% + 10px);
  width: 268px; background: var(--panel-bg);
  border: 1px solid var(--border-subtle); border-radius: var(--r-md);
  box-shadow: var(--shadow-1); padding: .4rem;
  opacity: 0; visibility: hidden; transform: translateY(-6px);
  transition: opacity .15s, transform .15s, visibility .15s;
}
.hd-user-dropdown.open { opacity: 1; visibility: visible; transform: translateY(0); }
.hd-user-dropdown-head { display: flex; gap: .7rem; align-items: center; padding: .6rem .6rem .7rem; border-bottom: 1px solid var(--border-subtle); margin-bottom: .35rem; }
.hd-dd-name { font-weight: 600; font-size: .95rem; }
.hd-dd-email { font-size: .78rem; color: var(--text-muted); max-width: 165px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.hd-staff-badge { display: inline-block; margin-top: .25rem; font-size: .68rem; font-weight: 600; padding: .1rem .45rem; border-radius: 6px; background: rgba(96,165,250,.14); color: var(--accent-2color); border: 1px solid rgba(96,165,250,.3); }
.hd-user-dropdown a {
  display: flex; align-items: center; gap: .6rem;
  padding: .55rem .6rem; border-radius: var(--r-sm);
  color: var(--text-secondary); font-size: .9rem; font-weight: 500;
}
.hd-user-dropdown a:hover { background: rgba(255,255,255,0.05); color: var(--text-primary); }
.hd-user-dropdown a i { width: 18px; color: var(--text-muted); }
.hd-dd-divider { height: 1px; background: var(--border-subtle); margin: .35rem .3rem; }
.hd-dd-danger { color: var(--danger-color) !important; }
.hd-dd-danger:hover { background: rgba(242,139,130,.1) !important; }
.hd-dd-danger i { color: var(--danger-color) !important; }

.hd-mobile-toggle { display: none; background: transparent; border: 1px solid var(--border-subtle); color: var(--text-primary); width: 38px; height: 38px; border-radius: var(--r-sm); font-size: 1.2rem; cursor: pointer; }
.hd-nav-backdrop { display: none; }

/* ---- Layout -------------------------------------------------------- */
.hd-main { flex: 1; width: 100%; max-width: var(--maxw); margin: 0 auto; padding: 2rem 1.25rem 3rem; }
.hd-section-title { font-size: 1.4rem; font-weight: 600; }
.hd-muted { color: var(--text-muted); }
.hd-row { display: flex; gap: 1rem; flex-wrap: wrap; }

/* ---- Buttons ------------------------------------------------------- */
.hd-btn {
  display: inline-flex; align-items: center; gap: .5rem; justify-content: center;
  padding: .6rem 1.05rem; border-radius: var(--r-sm); font-weight: 600; font-size: .92rem;
  border: 1px solid var(--border-subtle); background: var(--input-bg); color: var(--text-primary);
  cursor: pointer; transition: background .15s, border-color .15s, transform .05s; text-decoration: none;
}
.hd-btn:hover { background: var(--input-hover-bg); color: var(--text-primary); }
.hd-btn:active { transform: translateY(1px); }
.hd-btn-primary { background: var(--accent-color); border-color: var(--accent-color); color: #131314; }
.hd-btn-primary:hover { background: var(--accent-hover); border-color: var(--accent-hover); color: #131314; }
.hd-btn-danger { background: var(--danger-color); border-color: var(--danger-color); color: #131314; }
.hd-btn-danger:hover { filter: brightness(1.08); color: #131314; }
.hd-btn-ghost { background: transparent; }
.hd-btn-ghost:hover { background: rgba(255,255,255,0.05); }
.hd-btn-sm { padding: .4rem .7rem; font-size: .84rem; }
.hd-btn-block { width: 100%; }
.hd-btn:disabled { opacity: .5; cursor: not-allowed; }

/* ---- Cards / panels ------------------------------------------------ */
.hd-card {
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
  border-radius: var(--r-lg); box-shadow: var(--shadow-2); padding: 1.4rem;
}
.hd-card + .hd-card { margin-top: 1rem; }

/* ---- Hero (home) --------------------------------------------------- */
.hd-hero {
  text-align: center; padding: 3rem 1.5rem 2.5rem;
  background: linear-gradient(180deg, rgba(120, 181, 206,0.07), transparent);
  border: 1px solid var(--border-subtle); border-radius: var(--r-xl);
  box-shadow: var(--shadow-2); margin-bottom: 2rem;
}
.hd-hero h1 { font-size: 2.1rem; font-weight: 700; margin-bottom: .6rem; }
.hd-hero p { font-size: 1.05rem; color: var(--text-secondary); max-width: 560px; margin: 0 auto 1.6rem; }
.hd-search { max-width: 560px; margin: 0 auto; position: relative; }
.hd-search input {
  width: 100%; padding: .9rem 1rem .9rem 2.9rem; font-size: 1rem;
  background: #131314; border: 1px solid var(--border-strong); color: var(--text-primary);
  border-radius: 999px; outline: none; transition: border-color .15s, box-shadow .15s;
}
.hd-search input:focus { border-color: var(--accent-color); box-shadow: var(--ring); }
.hd-search .bi { position: absolute; left: 1.1rem; top: 50%; transform: translateY(-50%); color: var(--text-muted); font-size: 1.05rem; }

/* ---- Quick action tiles -------------------------------------------- */
.hd-tiles { display: grid; grid-template-columns: repeat(auto-fit, minmax(220px,1fr)); gap: 1rem; margin-bottom: 2rem; }
.hd-tile {
  display: block; padding: 1.4rem; border-radius: var(--r-lg);
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
  box-shadow: var(--shadow-2); transition: border-color .15s, transform .12s, background .15s; color: var(--text-primary);
}
.hd-tile:hover { border-color: rgba(120, 181, 206,0.4); transform: translateY(-2px); color: var(--text-primary); }
.hd-tile-icon { width: 44px; height: 44px; border-radius: 12px; display: grid; place-items: center; font-size: 1.35rem; background: rgba(120, 181, 206,0.12); color: var(--accent-color); margin-bottom: .9rem; }
.hd-tile h3 { font-size: 1.05rem; margin-bottom: .3rem; }
.hd-tile p { font-size: .88rem; color: var(--text-muted); margin: 0; }

/* ---- Forms --------------------------------------------------------- */
.hd-field { margin-bottom: 1.1rem; }
.hd-label { display: block; font-weight: 500; font-size: .9rem; color: var(--text-secondary); margin-bottom: .4rem; }
.hd-input, .hd-select, .hd-textarea {
  width: 100%; padding: .65rem .8rem; font-size: .95rem;
  background: #131314; border: 1px solid var(--border-subtle); color: var(--text-primary);
  border-radius: var(--r-sm); outline: none; transition: border-color .15s, box-shadow .15s;
}
.hd-input:focus, .hd-select:focus, .hd-textarea:focus { border-color: var(--accent-color); box-shadow: var(--ring); }
.hd-textarea { min-height: 150px; resize: vertical; line-height: 1.55; }
.hd-input::placeholder, .hd-textarea::placeholder { color: var(--text-muted); }
.hd-help { font-size: .8rem; color: var(--text-muted); margin-top: .3rem; }
.hd-field-row { display: flex; gap: 1rem; flex-wrap: wrap; }
.hd-field-row > .hd-field { flex: 1; min-width: 180px; }

/* ---- Badges -------------------------------------------------------- */
.hd-badge { display: inline-flex; align-items: center; gap: .35rem; font-size: .76rem; font-weight: 600; padding: .22rem .6rem; border-radius: 999px; border: 1px solid transparent; }
.hd-badge::before { content: ""; width: 7px; height: 7px; border-radius: 50%; background: currentColor; }
.st-open      { color: var(--accent-2color); background: rgba(96,165,250,.12); border-color: rgba(96,165,250,.3); }
.st-answered  { color: var(--success-color); background: rgba(129,201,149,.12); border-color: rgba(129,201,149,.3); }
.st-progress  { color: var(--accent-color);  background: rgba(120, 181, 206,.12); border-color: rgba(120, 181, 206,.3); }
.st-hold      { color: var(--warning-color); background: rgba(251,188,5,.12);   border-color: rgba(251,188,5,.3); }
.st-resolved  { color: var(--success-color); background: rgba(129,201,149,.1);  border-color: rgba(129,201,149,.25); }
.st-closed    { color: var(--text-muted);    background: rgba(255,255,255,.05); border-color: var(--border-subtle); }
.pr-low       { color: var(--text-muted);    background: rgba(255,255,255,.05); border-color: var(--border-subtle); }
.pr-medium    { color: var(--accent-2color); background: rgba(96,165,250,.1);   border-color: rgba(96,165,250,.25); }
.pr-high      { color: var(--warning-color); background: rgba(251,188,5,.12);   border-color: rgba(251,188,5,.3); }
.pr-critical  { color: var(--danger-color);  background: rgba(242,139,130,.14); border-color: rgba(242,139,130,.35); }

/* ---- Ticket list --------------------------------------------------- */
.hd-toolbar { display: flex; gap: .75rem; align-items: center; flex-wrap: wrap; margin-bottom: 1.2rem; }
.hd-toolbar .hd-input, .hd-toolbar .hd-select { width: auto; }
.hd-toolbar .grow { flex: 1; min-width: 180px; }

.hd-ticket-list { display: flex; flex-direction: column; gap: .6rem; }
.hd-ticket-item {
  display: flex; align-items: center; gap: 1rem;
  padding: 1rem 1.2rem; border-radius: var(--r-md);
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
  transition: border-color .15s, background .15s; color: var(--text-primary);
}
.hd-ticket-item:hover { border-color: rgba(120, 181, 206,0.32); background: var(--panel-hover); color: var(--text-primary); }
.hd-ticket-main { flex: 1; min-width: 0; }
.hd-ticket-subject { font-weight: 600; font-size: 1rem; margin-bottom: .25rem; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.hd-ticket-meta { display: flex; gap: .8rem; flex-wrap: wrap; font-size: .8rem; color: var(--text-muted); }
.hd-ticket-meta .tracking { font-family: ui-monospace,'SF Mono',Menlo,monospace; color: var(--accent-color); }
.hd-ticket-badges { display: flex; gap: .45rem; align-items: center; flex-shrink: 0; }
.hd-ticket-count { display: inline-flex; align-items: center; gap: .3rem; font-size: .8rem; color: var(--text-muted); }

/* ---- Empty state --------------------------------------------------- */
.hd-empty { text-align: center; padding: 3rem 1.5rem; color: var(--text-muted); }
.hd-empty i { font-size: 2.6rem; color: var(--text-muted); opacity: .5; display: block; margin-bottom: .8rem; }
.hd-empty h3 { color: var(--text-secondary); }

/* ---- Ticket thread (view) ------------------------------------------ */
.hd-thread-head { display: flex; justify-content: space-between; align-items: flex-start; gap: 1rem; flex-wrap: wrap; margin-bottom: 1.4rem; }
.hd-thread-head h1 { font-size: 1.5rem; }
.hd-thread-sub { display: flex; gap: .8rem; flex-wrap: wrap; align-items: center; font-size: .85rem; color: var(--text-muted); margin-top: .35rem; }
.hd-thread-sub .tracking { font-family: ui-monospace,Menlo,monospace; color: var(--accent-color); }

.hd-message { display: flex; gap: .9rem; margin-bottom: 1.2rem; }
.hd-message-avatar img { width: 42px; height: 42px; border-radius: 50%; object-fit: cover; border: 1px solid var(--border-subtle); }
.hd-message-body { flex: 1; min-width: 0; }
.hd-message-bubble {
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
  border-radius: var(--r-md); padding: 1rem 1.1rem; box-shadow: var(--shadow-2);
}
.hd-message.staff .hd-message-bubble { border-color: rgba(120, 181, 206,0.28); background: rgba(120, 181, 206,0.04); }
.hd-message.internal .hd-message-bubble { border-color: rgba(251,188,5,0.35); background: rgba(251,188,5,0.05); }
.hd-message-head { display: flex; align-items: center; gap: .5rem; margin-bottom: .5rem; font-size: .88rem; }
.hd-message-author { font-weight: 600; color: var(--text-primary); }
.hd-message-time { color: var(--text-muted); font-size: .78rem; }
.hd-role-pill { font-size: .68rem; font-weight: 600; padding: .08rem .4rem; border-radius: 6px; }
.hd-role-staff { background: rgba(120, 181, 206,.16); color: var(--accent-color); }
.hd-role-internal { background: rgba(251,188,5,.16); color: var(--warning-color); }
.hd-role-guest { background: rgba(96,165,250,.16); color: var(--accent-2color); }

/* Guest submit: grouped contact fields with a hairline accent so it reads as
   a distinct "who are you" step above the ticket details. */
.hd-guest-contact {
  border: 1px solid var(--border-subtle);
  border-left: 2px solid rgba(96,165,250,.4);
  background: rgba(96,165,250,.04);
  border-radius: var(--r-md);
  padding: 1rem 1rem .4rem;
  margin-bottom: 1.2rem;
}
.hd-message-content { color: var(--text-secondary); line-height: 1.65; white-space: pre-wrap; word-wrap: break-word; }
.hd-message-content a { color: var(--accent-2color); }
.hd-attach-list { display: flex; flex-wrap: wrap; gap: .5rem; margin-top: .8rem; }
.hd-attach { display: inline-flex; align-items: center; gap: .4rem; font-size: .82rem; padding: .35rem .65rem; background: rgba(255,255,255,.04); border: 1px solid var(--border-subtle); border-radius: var(--r-sm); color: var(--text-secondary); }
.hd-attach:hover { background: rgba(255,255,255,.07); color: var(--text-primary); }

/* ---- Reply box ----------------------------------------------------- */
.hd-reply-box { margin-top: 1.5rem; }
.hd-reply-box .hd-card { padding: 1.1rem; }
.hd-reply-actions { display: flex; gap: .6rem; align-items: center; margin-top: .9rem; flex-wrap: wrap; }

/* ---- Two-column shell (thread + sidebar) --------------------------- */
.hd-shell { display: grid; grid-template-columns: 1fr 300px; gap: 1.5rem; align-items: start; }
.hd-shell > aside { position: sticky; top: 80px; display: flex; flex-direction: column; gap: 1.25rem; max-height: calc(100vh - 96px); overflow-y: auto; }
.hd-side-card { position: static; }
.hd-side-card h4 { font-size: .8rem; text-transform: uppercase; letter-spacing: .5px; color: var(--text-muted); margin-bottom: .9rem; }
.hd-side-item { display: flex; justify-content: space-between; font-size: .88rem; padding: .45rem 0; border-bottom: 1px solid var(--border-subtle); }
.hd-side-item:last-child { border-bottom: none; }
.hd-side-item .k { color: var(--text-muted); }
.hd-side-item .v { color: var(--text-primary); font-weight: 500; text-align: right; }

/* ---- KB ------------------------------------------------------------ */
.hd-kb-grid { display: grid; grid-template-columns: repeat(auto-fit, minmax(260px,1fr)); gap: 1rem; }
.hd-kb-cat { padding: 1.3rem; border-radius: var(--r-lg); background: var(--panel-bg); border: 1px solid var(--border-subtle); box-shadow: var(--shadow-2); transition: border-color .15s, transform .12s; color: var(--text-primary); }
.hd-kb-cat:hover { border-color: rgba(120, 181, 206,.35); transform: translateY(-2px); color: var(--text-primary); }
.hd-kb-cat-icon { width: 42px; height: 42px; border-radius: 11px; display: grid; place-items: center; font-size: 1.25rem; background: rgba(120, 181, 206,.12); color: var(--accent-color); margin-bottom: .8rem; }
.hd-kb-cat h3 { font-size: 1.05rem; margin-bottom: .25rem; }
.hd-kb-cat p { font-size: .85rem; color: var(--text-muted); margin: 0 0 .6rem; }
.hd-kb-cat .count { font-size: .78rem; color: var(--accent-color); font-weight: 600; }
.hd-kb-article-list { display: flex; flex-direction: column; gap: .5rem; }
.hd-kb-article-link { display: flex; align-items: center; gap: .7rem; padding: .85rem 1rem; border-radius: var(--r-md); background: var(--panel-bg); border: 1px solid var(--border-subtle); color: var(--text-primary); transition: border-color .15s, background .15s; }
.hd-kb-article-link:hover { border-color: rgba(120, 181, 206,.3); background: var(--panel-hover); color: var(--text-primary); }
.hd-kb-article-link i { color: var(--accent-color); }
.hd-kb-article-link .pin { color: var(--warning-color); margin-left: auto; }

.hd-article { max-width: 800px; margin: 0 auto; }
.hd-article-body { font-size: 1rem; line-height: 1.75; color: var(--text-secondary); }
.hd-article-body h1,.hd-article-body h2,.hd-article-body h3 { color: var(--text-primary); margin-top: 1.6rem; }
.hd-article-body img { max-width: 100%; border-radius: var(--r-md); border: 1px solid var(--border-subtle); }
.hd-article-body pre { background: #0d0d0e; border: 1px solid var(--border-subtle); border-radius: var(--r-md); padding: 1rem; overflow-x: auto; }
.hd-article-body blockquote { border-left: 3px solid var(--accent-color); margin: 1rem 0; padding: .4rem 0 .4rem 1rem; color: var(--text-muted); }
.hd-article-meta { display: flex; gap: 1rem; font-size: .82rem; color: var(--text-muted); margin-bottom: 1.5rem; padding-bottom: 1.2rem; border-bottom: 1px solid var(--border-subtle); }
.hd-helpful { display: flex; align-items: center; gap: .8rem; margin-top: 2.5rem; padding-top: 1.5rem; border-top: 1px solid var(--border-subtle); }
.hd-expiry-note {
  display: inline-flex; align-items: center; gap: .38rem; margin-top: .45rem;
  padding: .28rem .58rem; border-radius: 999px; font-size: .75rem;
  color: var(--text-muted); background: rgba(255,255,255,.035); border: 1px solid var(--border-subtle);
}
.hd-expiry-note.is-grace { color: var(--warning-color); background: rgba(251,188,5,.08); border-color: rgba(251,188,5,.2); }
.hd-article-tools { display: flex; align-items: center; flex-wrap: wrap; gap: .45rem; margin: -0.35rem 0 1.5rem; }
.hd-article-tools .is-saved { color: var(--accent-color); border-color: rgba(120, 181, 206,.3); background: rgba(120, 181, 206,.1); }
.hd-article-tool-status { min-height: 1em; margin-left: .25rem; color: var(--success-color); font-size: .78rem; }
.hd-related-articles { margin-top: 2.25rem; padding-top: 1.5rem; border-top: 1px solid var(--border-subtle); }
.hd-related-articles .hd-section-title { margin-bottom: .9rem; font-size: 1.1rem; }
.hd-related-arrow { margin-left: auto; color: var(--text-muted) !important; }

/* Personal, browser-local KB shelf (saved + recently viewed articles) */
.hd-kb-personal { margin: 0 0 2rem; padding: 1rem; border: 1px solid var(--border-subtle); border-radius: var(--r-lg); background: rgba(255,255,255,.018); }
.hd-kb-personal[hidden] { display: none; }
.hd-kb-personal-head { display: flex; align-items: center; justify-content: space-between; gap: 1rem; margin-bottom: .75rem; }
.hd-kb-personal-head .hd-section-title { margin: 0 0 .2rem; }
.hd-kb-personal-head p { margin: 0; font-size: .84rem; }
.hd-kb-personal-head [data-kb-clear-recent][hidden] { display: none; }
.hd-kb-personal-grid { display: grid; grid-template-columns: repeat(2, minmax(0, 1fr)); gap: .8rem; }
.hd-kb-personal-panel { min-width: 0; padding: .75rem; border-radius: var(--r-md); background: var(--panel-bg); border: 1px solid var(--border-subtle); }
.hd-kb-personal-panel[hidden] { display: none; }
.hd-kb-personal-panel h3 { display: flex; align-items: center; gap: .4rem; margin-bottom: .55rem; font-size: .86rem; }
.hd-kb-personal-panel h3 i { color: var(--accent-color); }
.hd-kb-mini-list { display: flex; flex-direction: column; gap: .2rem; }
.hd-kb-mini-row { display: flex; align-items: center; min-width: 0; border-radius: var(--r-sm); }
.hd-kb-mini-row:hover { background: rgba(255,255,255,.04); }
.hd-kb-mini-link { display: flex; align-items: center; gap: .55rem; min-width: 0; flex: 1; padding: .45rem .5rem; color: var(--text-secondary); }
.hd-kb-mini-link:hover { color: var(--text-primary); }
.hd-kb-mini-link > i { flex: none; color: var(--accent-color); }
.hd-kb-mini-link > span { display: flex; flex-direction: column; min-width: 0; }
.hd-kb-mini-link strong { overflow: hidden; text-overflow: ellipsis; white-space: nowrap; font-size: .8rem; font-weight: 500; }
.hd-kb-mini-link small { overflow: hidden; text-overflow: ellipsis; white-space: nowrap; margin-top: .08rem; color: var(--text-muted); font-size: .68rem; }
.hd-kb-mini-remove { flex: none; width: 30px; height: 30px; display: grid; place-items: center; border: 0; border-radius: 8px; background: transparent; color: var(--text-muted); cursor: pointer; }
.hd-kb-mini-remove:hover { background: rgba(242,139,130,.1); color: var(--danger-color); }

.hd-breadcrumb { display: flex; gap: .5rem; align-items: center; font-size: .85rem; color: var(--text-muted); margin-bottom: 1.2rem; }
.hd-breadcrumb a { color: var(--text-secondary); }
.hd-breadcrumb a:hover { color: var(--accent-color); }
.hd-breadcrumb .sep { color: var(--text-muted); opacity: .6; }

/* ---- Alerts -------------------------------------------------------- */
.hd-alert { padding: .85rem 1.1rem; border-radius: var(--r-md); margin-bottom: 1.2rem; font-size: .92rem; display: flex; gap: .6rem; align-items: flex-start; border: 1px solid transparent; }
.hd-alert i { font-size: 1.1rem; margin-top: 1px; }
.hd-alert-success { background: rgba(129,201,149,.1); border-color: rgba(129,201,149,.3); color: var(--success-color); }
.hd-alert-danger  { background: rgba(242,139,130,.1); border-color: rgba(242,139,130,.3); color: var(--danger-color); }
.hd-alert-info    { background: rgba(96,165,250,.1);  border-color: rgba(96,165,250,.3);  color: var(--accent-2color); }

/* ---- Pagination ---------------------------------------------------- */
.hd-pagination { display: flex; gap: .4rem; justify-content: center; margin-top: 1.8rem; }
.hd-pagination a, .hd-pagination span { padding: .45rem .8rem; border-radius: var(--r-sm); border: 1px solid var(--border-subtle); color: var(--text-secondary); font-size: .9rem; }
.hd-pagination a:hover { background: rgba(255,255,255,.05); color: var(--text-primary); }
.hd-pagination .active { background: rgba(120, 181, 206,.14); color: var(--accent-color); border-color: rgba(120, 181, 206,.3); }
.hd-pagination .disabled { opacity: .4; pointer-events: none; }

/* ---- Login prompt -------------------------------------------------- */
.hd-login-prompt { text-align: center; padding: 3.5rem 1.5rem; }
.hd-login-prompt i { font-size: 3rem; color: var(--accent-color); display: block; margin-bottom: 1rem; }

/* ---- Denied / standalone ------------------------------------------- */
.hd-denied { min-height: 100vh; display: grid; place-items: center; }
.hd-denied-card { text-align: center; padding: 2.5rem; max-width: 420px; background: var(--panel-bg); border: 1px solid var(--border-subtle); border-radius: var(--r-xl); box-shadow: var(--shadow-1); }
.hd-denied-card i { font-size: 2.8rem; color: var(--danger-color); display: block; margin-bottom: 1rem; }

/* ---- Footer -------------------------------------------------------- */
.hd-footer { border-top: 1px solid var(--border-subtle); margin-top: auto; }
.hd-footer-inner { max-width: var(--maxw); margin: 0 auto; padding: 1.4rem 1.25rem; display: flex; justify-content: space-between; align-items: center; flex-wrap: wrap; gap: 1rem; font-size: .85rem; color: var(--text-muted); }
.hd-footer nav { display: flex; gap: 1.1rem; flex-wrap: wrap; }
.hd-footer nav a { color: var(--text-secondary); }
.hd-footer nav a:hover { color: var(--accent-color); }

/* ---- Stat cards (admin dashboard) ---------------------------------- */
.hd-stats { display: grid; grid-template-columns: repeat(auto-fit, minmax(180px,1fr)); gap: 1rem; margin-bottom: 1.8rem; }
.hd-stat { padding: 1.3rem; border-radius: var(--r-lg); background: var(--panel-bg); border: 1px solid var(--border-subtle); box-shadow: var(--shadow-2); }
.hd-stat-label { font-size: .8rem; color: var(--text-muted); text-transform: uppercase; letter-spacing: .5px; }
.hd-stat-value { font-size: 2rem; font-weight: 700; color: var(--text-primary); margin-top: .35rem; }
.hd-stat-value.accent { color: var(--accent-color); }
.hd-stat-value.warn { color: var(--warning-color); }
.hd-stat-value.danger { color: var(--danger-color); }
.hd-stat-value.ok { color: var(--success-color); }

/* ---- Admin layout -------------------------------------------------- */
.hd-admin-layout { display: grid; grid-template-columns: 220px 1fr; gap: 1.5rem; align-items: start; }
.hd-admin-sidebar { position: sticky; top: 80px; background: var(--panel-bg); border: 1px solid var(--border-subtle); border-radius: var(--r-lg); padding: .6rem; box-shadow: var(--shadow-2); }
.hd-admin-sidebar a { display: flex; align-items: center; gap: .65rem; padding: .6rem .75rem; border-radius: var(--r-sm); color: var(--text-secondary); font-weight: 500; font-size: .9rem; }
.hd-admin-sidebar a:hover { background: rgba(255,255,255,.05); color: var(--text-primary); }
.hd-admin-sidebar a.active { background: rgba(120, 181, 206,.12); color: var(--accent-color); }
.hd-admin-sidebar a i { width: 18px; }
.hd-admin-sidebar .group-label { font-size: .72rem; text-transform: uppercase; letter-spacing: .5px; color: var(--text-muted); padding: .8rem .75rem .35rem; }

/* ---- Tables (admin) ------------------------------------------------ */
.hd-table { width: 100%; border-collapse: collapse; font-size: .9rem; }
.hd-table th { text-align: left; padding: .7rem .8rem; color: var(--text-muted); font-weight: 600; font-size: .78rem; text-transform: uppercase; letter-spacing: .3px; border-bottom: 1px solid var(--border-subtle); }
.hd-table td { padding: .7rem .8rem; border-bottom: 1px solid var(--border-subtle); color: var(--text-secondary); }
.hd-table tr:hover td { background: rgba(255,255,255,.02); }
.hd-table a { color: var(--text-primary); font-weight: 500; }
.hd-table a:hover { color: var(--accent-color); }
.hd-table .tracking { font-family: ui-monospace,Menlo,monospace; color: var(--accent-color); font-size: .82rem; }

/* ---- Tabs ---------------------------------------------------------- */
.hd-tabs { display: flex; gap: .3rem; border-bottom: 1px solid var(--border-subtle); margin-bottom: 1.4rem; flex-wrap: wrap; }
.hd-tab { padding: .6rem 1rem; color: var(--text-muted); font-weight: 500; font-size: .9rem; border-bottom: 2px solid transparent; cursor: pointer; }
.hd-tab:hover { color: var(--text-secondary); }
.hd-tab.active { color: var(--accent-color); border-bottom-color: var(--accent-color); }

/* ---- Modal --------------------------------------------------------- */
.hd-modal-overlay { position: fixed; inset: 0; background: rgba(0,0,0,.6); backdrop-filter: blur(2px); display: none; align-items: center; justify-content: center; z-index: 200; padding: 1rem; }
.hd-modal-overlay.open { display: flex; }
.hd-modal { background: var(--panel-bg); border: 1px solid var(--border-strong); border-radius: var(--r-lg); box-shadow: var(--shadow-1); width: 100%; max-width: 520px; padding: 1.5rem; }
.hd-modal h3 { margin-bottom: 1rem; }
.hd-modal-actions { display: flex; gap: .6rem; justify-content: flex-end; margin-top: 1.3rem; }

/* ---- Searchable canned-response picker ----------------------------- */
.hd-canned-picker { position: relative; display: inline-block; margin-bottom: .65rem; }
.hd-canned-trigger {
  display: inline-flex; align-items: center; gap: .42rem; min-height: 34px;
  padding: .38rem .62rem; border-radius: var(--r-sm); cursor: pointer;
  background: rgba(255,255,255,.04); border: 1px solid var(--border-subtle);
  color: var(--text-secondary); font-size: .8rem; font-weight: 500;
  transition: background .15s, border-color .15s, color .15s;
}
.hd-canned-trigger:hover, .hd-canned-picker.is-open .hd-canned-trigger {
  background: rgba(120, 181, 206,.1); border-color: rgba(120, 181, 206,.3); color: var(--accent-color);
}
.hd-canned-count {
  min-width: 20px; padding: .08rem .35rem; border-radius: 999px; text-align: center;
  background: rgba(255,255,255,.07); color: var(--text-muted); font-size: .7rem;
}
.hd-canned-chevron { margin-left: .1rem; font-size: .65rem; transition: transform .15s; }
.hd-canned-picker.is-open .hd-canned-chevron { transform: rotate(180deg); }
.hd-canned-menu {
  position: absolute; z-index: 60; top: calc(100% + .4rem); left: 0;
  width: min(390px, calc(100vw - 3rem)); padding: .45rem;
  border: 1px solid var(--border-strong); border-radius: var(--r-md);
  background: #1a1b1c; box-shadow: var(--shadow-1);
}
.hd-canned-menu[hidden] { display: none; }
.hd-canned-search { position: relative; display: block; margin-bottom: .4rem; }
.hd-canned-search i {
  position: absolute; left: .7rem; top: 50%; transform: translateY(-50%);
  color: var(--text-muted); font-size: .82rem; pointer-events: none;
}
.hd-canned-search input {
  width: 100%; height: 36px; padding: .45rem .65rem .45rem 2rem;
  border: 1px solid var(--border-subtle); border-radius: var(--r-sm); outline: none;
  background: #131314; color: var(--text-primary); font-size: .84rem;
}
.hd-canned-search input:focus { border-color: var(--accent-color); box-shadow: var(--ring); }
.hd-canned-search input::placeholder { color: var(--text-muted); }
.hd-canned-list { max-height: 300px; overflow-y: auto; padding: .1rem; }
.hd-canned-option {
  width: 100%; display: flex; align-items: center; justify-content: space-between; gap: .75rem;
  padding: .58rem .65rem; border: 0; border-radius: var(--r-sm); cursor: pointer;
  background: transparent; color: var(--text-secondary); text-align: left;
}
.hd-canned-option:hover, .hd-canned-option:focus-visible {
  background: rgba(120, 181, 206,.1); color: var(--text-primary); outline: none;
}
.hd-canned-option[hidden] { display: none; }
.hd-canned-option-main { min-width: 0; display: flex; flex-direction: column; gap: .12rem; }
.hd-canned-option-title { overflow: hidden; text-overflow: ellipsis; white-space: nowrap; font-size: .84rem; font-weight: 500; }
.hd-canned-option-category { overflow: hidden; text-overflow: ellipsis; white-space: nowrap; color: var(--text-muted); font-size: .72rem; }
.hd-chip-shortcut {
  flex: none; padding: .12rem .38rem; border: 1px solid var(--border-subtle); border-radius: 6px;
  background: rgba(255,255,255,.04); color: var(--text-muted); font: 600 .68rem ui-monospace,Menlo,monospace;
}
.hd-canned-empty { padding: 1.1rem .65rem; color: var(--text-muted); font-size: .82rem; text-align: center; }
.hd-canned-empty[hidden] { display: none; }

/* ---- Responsive ---------------------------------------------------- */
@media (max-width: 900px) {
  .hd-shell { grid-template-columns: 1fr; }
  .hd-admin-layout { grid-template-columns: 1fr; }
  .hd-admin-sidebar { position: static; }
  .hd-side-card { position: static; }
  .hd-shell > aside { position: static; max-height: none; overflow: visible; }
}
@media (max-width: 720px) {
  .hd-nav { display: none; }
  .hd-mobile-toggle { display: inline-flex; align-items: center; justify-content: center; }
  .hd-user-name { display: none; }
  .hd-nav-link { padding: .7rem .8rem; }
}

/* ============================================================
   ADMIN PANEL — added for admin/* pages
   ============================================================ */

/* Admin content column (right of sidebar) */
.hd-admin-content { min-width: 0; }

/* Page headers */
.hd-page-head { margin-bottom: 1.5rem; }
.hd-page-head h1 { font-size: 1.6rem; font-weight: 700; color: var(--text-primary); margin: 0; }
.hd-page-head p { margin: .35rem 0 0; }
.hd-page-head-row { display: flex; align-items: flex-start; justify-content: space-between; gap: 1rem; flex-wrap: wrap; }
.hd-back { display: inline-flex; align-items: center; gap: .4rem; font-size: .85rem; color: var(--text-muted); margin-bottom: .6rem; }
.hd-back:hover { color: var(--accent-color); }
.hd-muted { color: var(--text-muted); }

/* Stat grid (dashboard) */
.hd-stat-grid { display: grid; grid-template-columns: repeat(auto-fit, minmax(160px,1fr)); gap: 1rem; margin-bottom: 1.8rem; }
.hd-stat-grid .hd-stat { display: flex; flex-direction: column; gap: .15rem; }
.hd-stat-icon { font-size: 1.3rem; margin-bottom: .35rem; }

/* Two-column admin layouts */
.hd-admin-cols { display: grid; grid-template-columns: 1fr 1fr; gap: 1.25rem; align-items: start; }
.hd-admin-cols-side { grid-template-columns: 1.7fr 1fr; }

/* Cards */
.hd-card-flush { padding: 0; overflow: hidden; }
.hd-card-head { display: flex; align-items: center; justify-content: space-between; gap: 1rem; padding: 1.1rem 1.25rem; border-bottom: 1px solid var(--border-subtle); }
.hd-card-head h2 { font-size: 1.05rem; font-weight: 650; color: var(--text-primary); margin: 0; }
.hd-card-title { font-size: 1.05rem; font-weight: 650; color: var(--text-primary); margin: 0 0 1rem; }

/* Tables: cell helpers, clickable rows, row actions */
.hd-card-flush .hd-table th:first-child,
.hd-card-flush .hd-table td:first-child { padding-left: 1.25rem; }
.hd-card-flush .hd-table th:last-child,
.hd-card-flush .hd-table td:last-child { padding-right: 1.25rem; }
.hd-cell-title { color: var(--text-primary); font-weight: 550; }
.hd-cell-sub { font-size: .78rem; color: var(--text-muted); margin-top: .15rem; font-family: ui-monospace,Menlo,monospace; }
.hd-row-actions { white-space: nowrap; text-align: right; }
.hd-icon-btn { display: inline-flex; align-items: center; justify-content: center; width: 30px; height: 30px; border-radius: var(--r-sm); border: 1px solid var(--border-subtle); background: transparent; color: var(--text-secondary); cursor: pointer; font-size: .85rem; padding: 0; vertical-align: middle; }
.hd-icon-btn:hover { background: rgba(255,255,255,.05); color: var(--text-primary); border-color: rgba(255,255,255,.14); }
.hd-icon-danger:hover { color: var(--danger-color); border-color: rgba(242,139,130,.4); }
.hd-dot { display: inline-block; width: 10px; height: 10px; border-radius: 50%; vertical-align: middle; margin-right: .35rem; }

/* Filter bar */
.hd-filterbar { display: flex; flex-wrap: wrap; gap: .6rem; align-items: center; margin-bottom: 1.25rem; }
.hd-filterbar select { background: var(--panel-bg); border: 1px solid var(--border-subtle); color: var(--text-secondary); border-radius: var(--r-sm); padding: .5rem .7rem; font-size: .85rem; font-family: inherit; }
.hd-filterbar select:focus { outline: none; border-color: var(--accent-color); }
.hd-filter-search { position: relative; flex: 1; min-width: 200px; }
.hd-filter-search i { position: absolute; left: .75rem; top: 50%; transform: translateY(-50%); color: var(--text-muted); font-size: .85rem; }
.hd-filter-search input { width: 100%; background: var(--panel-bg); border: 1px solid var(--border-subtle); color: var(--text-primary); border-radius: var(--r-sm); padding: .55rem .7rem .55rem 2.1rem; font-size: .88rem; font-family: inherit; }
.hd-filter-search input:focus { outline: none; border-color: var(--accent-color); }

/* Forms — extra controls used in admin */
.hd-form-row { display: flex; gap: 1rem; flex-wrap: wrap; }
.hd-form-row > .hd-field { flex: 1; min-width: 160px; margin-bottom: 1.1rem; }
.hd-form-actions { display: flex; gap: .6rem; align-items: center; margin-top: .4rem; }
.hd-check { display: inline-flex; align-items: center; gap: .5rem; color: var(--text-secondary); font-size: .9rem; cursor: pointer; }
.hd-check input { width: 16px; height: 16px; accent-color: var(--accent-color); }
.hd-mono { font-family: ui-monospace,Menlo,Consolas,monospace; font-size: .85rem; line-height: 1.5; }
.hd-color { padding: .2rem; height: 42px; cursor: pointer; }

/* Activity feed */
.hd-feed { list-style: none; margin: 0; padding: .5rem 0; }
.hd-feed li { display: flex; gap: .8rem; padding: .7rem 1.25rem; }
.hd-feed-dot { flex: none; width: 8px; height: 8px; border-radius: 50%; background: var(--accent-color); margin-top: .45rem; }
.hd-feed-text { font-size: .88rem; color: var(--text-secondary); }
.hd-feed-text strong { color: var(--text-primary); font-weight: 600; }
.hd-feed-text a { color: var(--accent-color); font-family: ui-monospace,Menlo,monospace; font-size: .82rem; }
.hd-feed-detail { font-size: .82rem; color: var(--text-muted); margin-top: .15rem; }
.hd-feed-time { font-size: .75rem; color: var(--text-muted); margin-top: .2rem; }

@media (max-width: 900px) {
  .hd-admin-cols, .hd-admin-cols-side { grid-template-columns: 1fr; }
}
@media (max-width: 720px) {
  .hd-filterbar { flex-direction: column; align-items: stretch; }
  .hd-filter-search { min-width: 0; }
  .hd-row-actions { text-align: left; }
}

/* Admin pages get a slightly wider main column for the sidebar layout */
body.hd-admin .hd-main { max-width: 1320px; }

/* ============================================================
   ROLES, CAPABILITIES, TAGS, PLACEHOLDERS, USER NOTES
   (Support Agent feature set)
   ============================================================ */

/* --- Role pills --- */
.hd-role-agent {
  color: var(--accent-2color);
  background: rgba(96,165,250,.12);
  border: 1px solid rgba(96,165,250,.3);
}
.hd-sidebar-role {
  display: flex; align-items: center; gap: .5rem;
  margin: 0 .75rem 1rem; padding: .55rem .7rem;
  border-radius: 10px; font-size: .8rem; font-weight: 600;
  background: rgba(120, 181, 206,.1);
  border: 1px solid rgba(120, 181, 206,.22);
  color: var(--text-secondary);
}
.hd-sidebar-role i { font-size: 1rem; }
.hd-sidebar-role.is-admin { background: rgba(120, 181, 206,.12); color: var(--accent-color); border-color: rgba(120, 181, 206,.3); }
.hd-sidebar-role.is-agent { background: rgba(96,165,250,.12); color: var(--accent-2color); border-color: rgba(96,165,250,.3); }

/* --- Capability grid (staff editor) --- */
.hd-cap-block { margin-top: 1rem; }
.hd-cap-grid {
  display: grid; grid-template-columns: repeat(auto-fill, minmax(240px, 1fr));
  gap: .55rem; margin-top: .5rem;
}
.hd-cap {
  display: flex; gap: .6rem; align-items: flex-start;
  padding: .6rem .7rem; border-radius: 10px;
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
  cursor: pointer; transition: border-color .15s, background .15s;
}
.hd-cap:hover { border-color: var(--border-strong); background: var(--panel-hover); }
.hd-cap input { margin-top: .2rem; accent-color: var(--accent-color); }
.hd-cap-text { display: flex; flex-direction: column; gap: .1rem; }
.hd-cap-name { font-size: .85rem; font-weight: 600; color: var(--text-primary); }
.hd-cap-desc { font-size: .76rem; color: var(--text-muted); line-height: 1.4; }

/* --- Staff management --- */
.hd-staff-add { display: flex; gap: .6rem; flex-wrap: wrap; align-items: flex-end; }
.hd-staff-edit { background: var(--panel-bg); border: 1px solid var(--border-subtle); border-radius: 12px; padding: 1rem 1.1rem; margin-top: .75rem; }
.hd-edit-row { display: flex; gap: 1rem; flex-wrap: wrap; align-items: flex-end; }
.hd-route-summary { display: flex; flex-wrap: wrap; gap: .28rem; max-width: 280px; }
.hd-route-pill, .hd-route-all {
  display: inline-flex; align-items: center; gap: .32rem; max-width: 100%;
  padding: .16rem .42rem; border-radius: 999px; white-space: nowrap;
  background: rgba(96,165,250,.09); border: 1px solid rgba(96,165,250,.2);
  color: var(--accent-2color); font-size: .72rem; font-weight: 500;
}
.hd-route-pill .hd-dot { flex: none; width: 7px; height: 7px; }
.hd-route-all { background: rgba(120, 181, 206,.1); border-color: rgba(120, 181, 206,.22); color: var(--accent-color); }
.hd-route-block {
  margin-top: 1rem; padding: .85rem; border: 1px solid var(--border-subtle);
  border-radius: var(--r-md); background: rgba(255,255,255,.018);
}
.hd-route-scope { display: flex; flex-wrap: wrap; gap: .55rem 1.2rem; margin-top: .7rem; }
.hd-route-grid {
  flex: 1 1 100%; display: grid; grid-template-columns: repeat(auto-fill, minmax(205px, 1fr));
  gap: .45rem; padding-top: .15rem;
}
.hd-route-grid[hidden] { display: none; }
.hd-route-choice {
  display: flex; align-items: center; gap: .48rem; min-width: 0;
  padding: .48rem .58rem; border: 1px solid var(--border-subtle);
  border-radius: var(--r-sm); background: var(--panel-bg); color: var(--text-secondary);
  cursor: pointer; font-size: .8rem; transition: background .15s, border-color .15s;
}
.hd-route-choice:hover { background: var(--panel-hover); border-color: var(--border-strong); }
.hd-route-choice input { flex: none; accent-color: var(--accent-color); }
.hd-route-choice .hd-dot { flex: none; }
.hd-route-private { margin-left: auto; color: var(--text-muted); font-size: .66rem; }

/* --- Canned responses: categories, shortcuts --- */
.hd-canned-group-label {
  font-size: .72rem; font-weight: 700; text-transform: uppercase;
  letter-spacing: .06em; color: var(--text-muted);
  margin: 1.1rem 0 .4rem; padding-bottom: .3rem;
  border-bottom: 1px solid var(--border-subtle);
}
.hd-canned-group-label:first-child { margin-top: 0; }
.hd-shortcut, .hd-chip-shortcut {
  font-family: ui-monospace,'SF Mono',Menlo,monospace;
  font-size: .76rem; color: var(--accent-2color);
  background: rgba(96,165,250,.08); border: 1px solid rgba(96,165,250,.18);
  padding: .08rem .4rem; border-radius: 6px;
}
.hd-chip-shortcut { margin-left: .4rem; }

/* --- Placeholder chips + legend --- */
.hd-placeholder-chips { display: flex; flex-wrap: wrap; gap: .4rem; margin: .5rem 0; }
.hd-ph-chip {
  font-family: ui-monospace,'SF Mono',Menlo,monospace;
  font-size: .76rem; cursor: pointer; user-select: none;
  padding: .22rem .5rem; border-radius: 7px;
  background: rgba(120, 181, 206,.1); color: var(--accent-color);
  border: 1px solid rgba(120, 181, 206,.25);
  transition: background .15s, transform .1s;
}
.hd-ph-chip:hover { background: rgba(120, 181, 206,.2); }
.hd-ph-chip:active { transform: scale(.96); }
.hd-placeholder-help { font-size: .8rem; color: var(--text-muted); margin: .3rem 0 .2rem; }
.hd-placeholder-legend { margin-top: .75rem; }
.hd-legend-table { width: 100%; border-collapse: collapse; font-size: .8rem; }
.hd-legend-table td { padding: .35rem .5rem; border-bottom: 1px solid var(--border-subtle); vertical-align: top; }
.hd-legend-table td:first-child {
  font-family: ui-monospace,'SF Mono',Menlo,monospace;
  color: var(--accent-color); white-space: nowrap; width: 1%;
}
.hd-legend-table td:last-child { color: var(--text-muted); }

/* --- Copy buttons (read-only canned) --- */
.hd-copy-btn {
  display: inline-flex; align-items: center; gap: .35rem;
  font-size: .78rem; cursor: pointer;
  padding: .28rem .6rem; border-radius: 8px;
  background: transparent; color: var(--text-secondary);
  border: 1px solid var(--border-subtle);
  transition: background .15s, border-color .15s, color .15s;
}
.hd-copy-btn:hover { background: var(--panel-hover); border-color: var(--border-strong); color: var(--text-primary); }
.hd-copy-btn.is-copied { color: var(--success-color); border-color: rgba(129,201,149,.4); }

/* --- Tags --- */
.hd-tag-pill, .hd-tag-chip {
  --tag: var(--accent-color);
  display: inline-flex; align-items: center; gap: .35rem;
  font-size: .76rem; font-weight: 600; line-height: 1;
  padding: .25rem .55rem; border-radius: 999px;
  color: var(--tag);
  background: color-mix(in srgb, var(--tag) 14%, transparent);
  border: 1px solid color-mix(in srgb, var(--tag) 35%, transparent);
}
.hd-tag-pill::before, .hd-tag-chip::before {
  content: ''; width: 7px; height: 7px; border-radius: 50%;
  background: var(--tag);
}
.hd-thread-tags { display: flex; flex-wrap: wrap; gap: .4rem; margin: .6rem 0 .2rem; }
.hd-tag-picker { display: flex; flex-direction: column; gap: .45rem; }
.hd-tag-chip {
  cursor: pointer; user-select: none;
  opacity: .5; transition: opacity .15s, background .15s;
}
.hd-tag-chip:hover { opacity: .8; }
.hd-tag-chip input { display: none; }
.hd-tag-chip.is-on { opacity: 1; }
.hd-tag-swatch { width: 26px; height: 26px; border-radius: 7px; border: 1px solid var(--border-strong); padding: 0; cursor: pointer; background: none; }

/* --- Requester notes (internal) --- */
.hd-user-notes { display: flex; flex-direction: column; gap: .6rem; }
.hd-user-note {
  padding: .6rem .7rem; border-radius: 10px;
  background: rgba(251,188,5,.06); border: 1px solid rgba(251,188,5,.18);
}
.hd-user-note-body { font-size: .85rem; color: var(--text-secondary); line-height: 1.5; white-space: pre-wrap; }
.hd-user-note-meta { font-size: .72rem; color: var(--text-muted); margin-top: .35rem; }
.hd-user-notes-empty { font-size: .82rem; color: var(--text-muted); font-style: italic; }

/* ============================================================
   Global form-control theming — make every checkbox / radio /
   color input match the dark UI even when not wrapped in a
   helper class (prevents stray default-white controls).
   ============================================================ */
input[type="checkbox"],
input[type="radio"] {
  accent-color: var(--accent-color);
  width: 16px; height: 16px;
  cursor: pointer;
  vertical-align: middle;
}
input[type="color"] {
  -webkit-appearance: none; appearance: none;
  background: none; border: 1px solid var(--border-strong);
  border-radius: 8px; cursor: pointer; padding: 0;
}
input[type="color"]::-webkit-color-swatch-wrapper { padding: 2px; }
input[type="color"]::-webkit-color-swatch { border: none; border-radius: 6px; }

/* Labels that wrap an inline checkbox/radio read as one tidy unit */
label.hd-inline-check {
  display: inline-flex; align-items: center; gap: .45rem;
  font-size: .88rem; color: var(--text-secondary); cursor: pointer;
}

/* ============================================================
   Maintenance mode
   ============================================================ */
.hd-alert-warning {
  background: rgba(251,188,5,.1);
  border-color: rgba(251,188,5,.32);
  color: var(--warning-color);
}

/* Settings section divider */
.hd-settings-sep { border: none; border-top: 1px solid var(--border-subtle); margin: 1.6rem 0 1.1rem; }
.hd-settings-section {
  font-size: .74rem; font-weight: 700; text-transform: uppercase;
  letter-spacing: .07em; color: var(--text-muted); margin-bottom: 1rem;
}

/* Full-page maintenance notice (public visitors) */
.hd-maint {
  min-height: 100vh; display: grid; place-items: center;
  padding: 1.5rem;
  background:
    radial-gradient(900px 500px at 50% -10%, rgba(120, 181, 206,.12), transparent 70%),
    var(--bg, #131314);
}
.hd-maint-card {
  text-align: center; max-width: 480px; width: 100%;
  padding: 3rem 2.5rem;
  background: var(--panel-bg);
  border: 1px solid var(--border-subtle);
  border-radius: var(--r-xl);
  box-shadow: var(--shadow-1);
}
.hd-maint-icon {
  width: 76px; height: 76px; margin: 0 auto 1.4rem;
  display: grid; place-items: center;
  border-radius: 20px;
  background: rgba(251,188,5,.12);
  border: 1px solid rgba(251,188,5,.3);
}
.hd-maint-icon i { font-size: 2.4rem; color: var(--warning-color); }
.hd-maint-card h1 { font-size: 1.7rem; margin: 0 0 .8rem; color: var(--text-primary); }
.hd-maint-msg { font-size: 1rem; line-height: 1.6; color: var(--text-secondary); margin: 0 0 1.8rem; }
.hd-maint-foot {
  display: inline-flex; align-items: center; gap: .45rem;
  font-size: .82rem; color: var(--text-muted);
  padding-top: 1.4rem; border-top: 1px solid var(--border-subtle);
  width: 100%; justify-content: center;
}
.hd-maint-foot i { color: var(--accent-color); }

/* Admin-only banner shown across the public site while maintenance is on */
.hd-maint-banner {
  display: flex; align-items: center; gap: .55rem; flex-wrap: wrap;
  padding: .55rem 1.25rem; font-size: .85rem;
  background: rgba(251,188,5,.12);
  border-bottom: 1px solid rgba(251,188,5,.3);
  color: var(--warning-color);
}
.hd-maint-banner i { font-size: 1rem; }
.hd-maint-banner strong { font-weight: 700; }
.hd-maint-banner a {
  margin-left: auto; color: var(--warning-color); font-weight: 600;
  text-decoration: underline; text-underline-offset: 2px;
}
.hd-maint-banner a:hover { color: #ffd454; }

/* ============================================================
   MOBILE OPTIMIZATION  (added for better small-screen UX)
   ============================================================ */

/* Never let iOS auto-zoom when focusing an input: inputs must be >=16px.
   We bump font-size only on touch/small screens to keep desktop density. */
@media (max-width: 720px) {
  .hd-input, .hd-select, .hd-textarea { font-size: 16px; }
  .hd-filter-search input, .hd-filterbar select,
  .hd-toolbar .hd-input, .hd-toolbar .hd-select,
  .hd-canned-search input { font-size: 16px; }
}

/* Comfortable tap targets everywhere on touch devices */
@media (pointer: coarse) {
  .hd-btn, .hd-btn-sm, .hd-icon-btn, .hd-nav-link,
  .hd-tab, .hd-pagination a, .hd-canned-chip, .hd-canned-trigger, .hd-copy-btn { min-height: 44px; }
  .hd-btn-sm { min-height: 38px; }
  .hd-icon-btn { width: 40px; height: 40px; }
  .hd-pagination a, .hd-pagination span { padding: .6rem 1rem; }
}

/* Phone layout tuning */
@media (max-width: 600px) {
  .hd-main, .hd-shell-inner { padding-left: 1rem; padding-right: 1rem; }

  /* Ticket list rows: stack subject over badges so nothing truncates badly */
  .hd-ticket-item { align-items: flex-start; gap: .6rem; padding: .9rem 1rem; }
  .hd-ticket-subject { white-space: normal; }
  .hd-ticket-badges { flex-wrap: wrap; }

  /* Thread header: title, meta, and actions stack full-width */
  .hd-thread-head h1 { font-size: 1.25rem; }
  .hd-thread-head > div:last-child { width: 100%; }
  .hd-thread-head > div:last-child form,
  .hd-thread-head > div:last-child .hd-btn { width: 100%; }

  /* Messages: smaller avatar, tighter bubble, more reading width */
  .hd-message { gap: .6rem; margin-bottom: 1rem; }
  .hd-message-avatar img { width: 34px; height: 34px; }
  .hd-message-bubble { padding: .85rem .9rem; }

  /* Reply action bar: full-width primary action, wrap the rest */
  .hd-reply-actions { gap: .5rem; }
  .hd-reply-actions .hd-btn-primary { flex: 1 1 100%; justify-content: center; }
  .hd-canned-picker { display: block; width: max-content; max-width: 100%; }

  /* Tabs scroll horizontally instead of wrapping into a tall stack */
  .hd-tabs { flex-wrap: nowrap; overflow-x: auto; -webkit-overflow-scrolling: touch; scrollbar-width: none; }
  .hd-tabs::-webkit-scrollbar { display: none; }
  .hd-tab { white-space: nowrap; flex: none; }

  /* Toolbar search goes full width with its button beneath */
  .hd-toolbar { gap: .5rem; }
  .hd-toolbar .grow { min-width: 0; flex: 1 1 100%; }

  /* Page-head action button (e.g. "New Ticket") spans the row */
  .hd-page-head-row .hd-btn { width: 100%; justify-content: center; }

  /* Section titles a touch smaller */
  .hd-section-title { font-size: 1.25rem; }

  /* Article body: comfortable mobile reading */
  .hd-article-body { font-size: 1.02rem; }
  .hd-article-meta { flex-wrap: wrap; gap: .5rem; }

  /* Forms: stack two-up rows */
  .hd-field-row { flex-direction: column; gap: 0; }
  .hd-field-row > .hd-field { min-width: 0; }
}

/* Respect users who prefer reduced motion */
@media (prefers-reduced-motion: reduce) {
  * { animation-duration: .001ms !important; animation-iteration-count: 1 !important; transition-duration: .001ms !important; scroll-behavior: auto !important; }
}

/* ============================================================
   CUSTOMER UX  — KB suggestions, progress tracker, drafts
   ============================================================ */

/* KB article suggestions on the submit form */
.hd-kb-suggest {
  margin: -.4rem 0 1.3rem;
  border: 1px solid rgba(96,165,250,.28);
  background: rgba(96,165,250,.06);
  border-radius: var(--r-md);
  padding: .9rem 1rem;
}
.hd-kb-suggest-head {
  display: flex; align-items: center; gap: .5rem;
  font-size: .85rem; font-weight: 600; color: var(--accent-2color);
  margin-bottom: .6rem;
}
.hd-kb-suggest-list { display: flex; flex-direction: column; gap: .4rem; }
.hd-kb-suggest-item {
  display: flex; flex-direction: column; gap: .15rem;
  padding: .6rem .7rem; border-radius: var(--r-sm);
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
  color: var(--text-primary); transition: border-color .15s, background .15s;
}
.hd-kb-suggest-item:hover { border-color: rgba(96,165,250,.4); background: var(--panel-hover); color: var(--text-primary); }
.hd-kb-suggest-title { font-size: .9rem; font-weight: 600; }
.hd-kb-suggest-title::before { content: '\F470'; font-family: 'bootstrap-icons'; color: var(--accent-2color); margin-right: .45rem; font-size: .85rem; }
.hd-kb-suggest-ex { font-size: .8rem; color: var(--text-muted); line-height: 1.45; }

/* Draft autosave status text */
.hd-draft-status { color: var(--text-muted); font-style: italic; }
.hd-draft-status:not(:empty)::before { content: '\2713'; font-style: normal; margin-right: .35rem; color: var(--success-color); font-weight: 700; }

/* Customer ticket progress tracker */
.hd-progress {
  display: flex; align-items: center;
  margin: 0 0 1.8rem; padding: 1rem 1.1rem;
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
  border-radius: var(--r-md);
}
.hd-progress-step { display: flex; flex-direction: column; align-items: center; gap: .45rem; flex: none; }
.hd-progress-dot {
  width: 38px; height: 38px; border-radius: 50%;
  display: grid; place-items: center; font-size: 1.05rem;
  border: 2px solid var(--border-strong); color: var(--text-muted);
  background: var(--bg-color); transition: all .2s;
}
.hd-progress-label { font-size: .76rem; color: var(--text-muted); font-weight: 500; text-align: center; }
.hd-progress-bar { flex: 1; height: 2px; background: var(--border-strong); margin: 0 .35rem; margin-bottom: 1.45rem; min-width: 18px; }

.hd-progress-step.is-done .hd-progress-dot { border-color: var(--success-color); color: var(--success-color); background: rgba(129,201,149,.12); }
.hd-progress-step.is-done .hd-progress-label { color: var(--text-secondary); }
.hd-progress-step.is-current .hd-progress-dot { border-color: var(--accent-color); color: var(--accent-color); background: rgba(120, 181, 206,.14); box-shadow: 0 0 0 4px rgba(120, 181, 206,.12); }
.hd-progress-step.is-current .hd-progress-label { color: var(--accent-color); font-weight: 600; }
.hd-progress-bar.is-done { background: var(--success-color); }

@media (max-width: 600px) {
  .hd-progress { padding: .85rem .6rem; }
  .hd-progress-dot { width: 32px; height: 32px; font-size: .9rem; }
  .hd-progress-label { font-size: .68rem; }
  .hd-progress-bar { margin-bottom: 1.35rem; min-width: 8px; }
}

/* Inline copy affordance for the ticket reference ID */
.hd-tracking-copy {
  display: inline-flex; align-items: center; gap: .35rem;
  padding: .15rem .5rem; border: 1px solid var(--border-subtle);
  border-radius: var(--r-sm); background: transparent; cursor: pointer;
  font: inherit; line-height: 1.4;
}
.hd-tracking-copy .tracking { font-family: ui-monospace,Menlo,monospace; color: var(--accent-color); font-size: .85rem; }
.hd-tracking-copy i { font-size: .8rem; color: var(--text-muted); }
.hd-tracking-copy:hover { border-color: var(--border-strong); background: rgba(255,255,255,.04); }
.hd-tracking-copy.is-copied i { color: var(--success-color); }

/* ============================================================
   RICH-TEXT COMPOSER (agent WYSIWYG)
   ============================================================ */
.hd-rte {
  border: 1px solid var(--border-subtle); border-radius: var(--r-md);
  background: #131314; overflow: hidden;
  transition: border-color .15s, box-shadow .15s;
}
.hd-rte:focus-within { border-color: var(--accent-color); box-shadow: var(--ring); }

.hd-rte-toolbar {
  display: flex; align-items: center; gap: .15rem; flex-wrap: wrap;
  padding: .4rem .5rem; border-bottom: 1px solid var(--border-subtle);
  background: var(--panel-bg);
}
.hd-rte-btn {
  display: inline-flex; align-items: center; justify-content: center;
  width: 32px; height: 32px; border-radius: var(--r-sm);
  background: transparent; border: 1px solid transparent;
  color: var(--text-secondary); cursor: pointer; font-size: .95rem; padding: 0;
}
.hd-rte-btn:hover { background: rgba(255,255,255,.06); color: var(--text-primary); }
.hd-rte-btn:active, .hd-rte-btn.is-active { background: rgba(120, 181, 206,.16); color: var(--accent-color); }
.hd-rte-sep { width: 1px; height: 20px; background: var(--border-strong); margin: 0 .25rem; }

.hd-rte-surface {
  min-height: 150px; max-height: 460px; overflow-y: auto;
  padding: .85rem .9rem; color: var(--text-primary);
  font-size: .95rem; line-height: 1.6; outline: none;
}
.hd-rte-surface:empty::before {
  content: attr(data-placeholder); color: var(--text-muted); pointer-events: none;
}
.hd-rte-surface p { margin: 0 0 .7rem; }
.hd-rte-surface p:last-child { margin-bottom: 0; }
.hd-rte-surface ul, .hd-rte-surface ol { margin: 0 0 .7rem; padding-left: 1.4rem; }
.hd-rte-surface blockquote { border-left: 3px solid var(--accent-color); margin: .6rem 0; padding: .2rem 0 .2rem .9rem; color: var(--text-muted); }
.hd-rte-surface pre { background: #0d0d0e; border: 1px solid var(--border-subtle); border-radius: var(--r-sm); padding: .7rem .8rem; overflow-x: auto; font-family: ui-monospace,Menlo,monospace; font-size: .86rem; }
.hd-rte-surface a { color: var(--accent-2color); }

.hd-reply-meta { display: flex; align-items: center; gap: .5rem; margin-top: .5rem; min-height: 1.1rem; }

/* Rich HTML rendered in the message thread */
.hd-message-content.is-html { white-space: normal; }
.hd-message-content.is-html p { margin: 0 0 .7rem; }
.hd-message-content.is-html p:last-child { margin-bottom: 0; }
.hd-message-content.is-html ul, .hd-message-content.is-html ol { margin: 0 0 .7rem; padding-left: 1.4rem; }
.hd-message-content.is-html blockquote { border-left: 3px solid var(--accent-color); margin: .6rem 0; padding: .2rem 0 .2rem .9rem; color: var(--text-muted); }
.hd-message-content.is-html pre { background: #0d0d0e; border: 1px solid var(--border-subtle); border-radius: var(--r-sm); padding: .7rem .8rem; overflow-x: auto; font-family: ui-monospace,Menlo,monospace; font-size: .86rem; }
.hd-message-content.is-html img { max-width: 100%; border-radius: var(--r-sm); }
.hd-message-content.is-html a { color: var(--accent-2color); }

@media (max-width: 600px) {
  .hd-rte-surface { font-size: 16px; }            /* avoid iOS zoom */
  .hd-rte-btn { width: 36px; height: 36px; }
}

@media (max-width: 600px) {
  .hd-kb-personal-grid { grid-template-columns: 1fr; }
  .hd-kb-personal-head { align-items: flex-start; }
  .hd-article-tools .hd-btn { flex: 1 1 auto; justify-content: center; }
  .hd-article-tool-status { flex-basis: 100%; margin-left: 0; }
  .hd-helpful { flex-wrap: wrap; }
}

@media print {
  body { display: block; background: #fff !important; color: #111 !important; }
  .hd-topbar, .hd-footer, .hd-breadcrumb, .hd-article-tools, .hd-helpful,
  .hd-related-articles, .hd-article > .hd-card, .hd-maint-banner { display: none !important; }
  .hd-main { max-width: none; padding: 0; }
  .hd-article { max-width: none; }
  .hd-article h1, .hd-article-body, .hd-article-body h1, .hd-article-body h2,
  .hd-article-body h3, .hd-article-body p, .hd-article-body li { color: #111 !important; }
  .hd-article-body a { color: #111 !important; text-decoration: underline; }
  .hd-article-body pre { border-color: #bbb; background: #f5f5f5; white-space: pre-wrap; }
}

/* ============================================================
   ATTACHMENT STAGING + UPLOAD PROGRESS
   ============================================================ */
.hd-attach-staged {
  display: flex; flex-wrap: wrap; gap: .45rem; align-items: center;
  margin-top: .7rem;
}
.hd-file-chip {
  display: inline-flex; align-items: center; gap: .4rem;
  padding: .3rem .6rem; border-radius: 999px;
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
  font-size: .8rem; color: var(--text-secondary); max-width: 100%;
}
.hd-file-chip i { color: var(--accent-color); font-size: .9rem; flex: none; }
.hd-file-name { overflow: hidden; text-overflow: ellipsis; white-space: nowrap; max-width: 180px; }
.hd-file-size { color: var(--text-muted); font-size: .74rem; flex: none; }
.hd-file-clear {
  display: inline-flex; align-items: center; gap: .3rem;
  padding: .3rem .6rem; border-radius: 999px;
  background: transparent; border: 1px solid var(--border-subtle);
  color: var(--text-muted); cursor: pointer; font-size: .76rem;
}
.hd-file-clear:hover { color: var(--danger-color); border-color: rgba(242,139,130,.4); }

.hd-upload-progress { margin-top: .8rem; }
.hd-upload-bar {
  height: 8px; border-radius: 999px; overflow: hidden;
  background: var(--panel-bg); border: 1px solid var(--border-subtle);
}
.hd-upload-bar span {
  display: block; height: 100%; width: 0%;
  background: linear-gradient(90deg, var(--accent-2color), var(--accent-color));
  border-radius: 999px; transition: width .2s ease;
}
.hd-upload-label { margin-top: .4rem; font-size: .8rem; color: var(--text-muted); }
.hd-upload-progress.is-error .hd-upload-bar span { background: var(--danger-color); }
.hd-upload-progress.is-error .hd-upload-label { color: var(--danger-color); }

/* ============================================================
   INLINE IMAGES (thread attachments + embedded editor images)
   ============================================================ */
.hd-attach-images {
  display: flex; flex-wrap: wrap; gap: .6rem; margin-top: .8rem;
}
.hd-attach-image {
  display: inline-block; line-height: 0;
  border-radius: var(--r-md); overflow: hidden;
  border: 1px solid var(--border-subtle);
  background: var(--panel-bg); transition: border-color .15s, transform .1s;
  max-width: 320px;
}
.hd-attach-image:hover { border-color: var(--accent-color); }
.hd-attach-image:active { transform: scale(.99); }
.hd-attach-image img {
  display: block; max-width: 100%; height: auto;
  max-height: 280px; object-fit: cover;
}

/* Images embedded directly in a reply body */
.hd-message-content.is-html img,
.hd-rte-surface img {
  max-width: 100%; height: auto; border-radius: var(--r-sm);
  margin: .4rem 0; border: 1px solid var(--border-subtle);
}
.hd-rte-surface img[data-uploading] { opacity: .6; }

@media (max-width: 600px) {
  .hd-attach-image { max-width: 100%; }
  .hd-attach-image img { max-height: 220px; }
}

/* Image resize handle (rich editor) */
.hd-img-resize-handle {
  position: absolute; width: 14px; height: 14px; z-index: 50;
  background: var(--accent-color); border: 2px solid #fff;
  border-radius: 3px; cursor: nwse-resize;
  box-shadow: 0 1px 4px rgba(0,0,0,.4);
}
.hd-rte-surface img { cursor: pointer; }
.hd-rte-surface img:hover { outline: 2px solid rgba(120, 181, 206,.5); outline-offset: 2px; }

/* =====================================================================
   Agent toolkit: SLA pills, live presence, collaborators, nudge
   ===================================================================== */

/* --- SLA badges in the ticket sub-header --- */
.hd-sla-badges { display: flex; flex-wrap: wrap; gap: .4rem; margin-top: .55rem; }
.hd-sla-pill {
  display: inline-flex; align-items: center; gap: .35rem;
  font-size: .76rem; font-weight: 600; padding: .25rem .6rem;
  border-radius: 999px; border: 1px solid var(--border-subtle);
  background: rgba(255,255,255,0.03); color: var(--text-secondary);
}
.hd-sla-pill i { font-size: .82rem; }
.hd-sla-pill.is-met      { color: var(--success-color); border-color: rgba(129,201,149,0.35); background: rgba(129,201,149,0.10); }
.hd-sla-pill.is-due      { color: var(--text-secondary); }
.hd-sla-pill.is-soon     { color: var(--warning-color); border-color: rgba(251,188,5,0.40); background: rgba(251,188,5,0.10); }
.hd-sla-pill.is-breached { color: var(--danger-color); border-color: rgba(242,139,130,0.45); background: rgba(242,139,130,0.12); }
.hd-sla-pill.is-na       { opacity: .6; }

/* --- Live presence bar --- */
/* The HTML `hidden` attribute must beat display:flex below. */
.hd-presence-bar[hidden],
.hd-newreply-nudge[hidden] { display: none !important; }

.hd-presence-bar {
  display: flex; flex-wrap: wrap; align-items: center; gap: .6rem;
  padding: .55rem .8rem; margin-bottom: 1rem;
  background: rgba(120, 181, 206,0.08); border: 1px solid rgba(120, 181, 206,0.25);
  border-radius: var(--r-md);
}
.hd-presence-lead { font-size: .82rem; font-weight: 600; color: var(--accent-color); display: inline-flex; align-items: center; gap: .4rem; }
.hd-presence-lead i { animation: hd-pulse 1.8s ease-in-out infinite; }
.hd-presence-chips { display: flex; gap: .4rem; flex-wrap: wrap; margin-left: auto; }
.hd-presence-chip {
  display: inline-flex; align-items: center; gap: .35rem;
  font-size: .74rem; padding: .2rem .5rem .2rem .2rem;
  border-radius: 999px; background: rgba(255,255,255,0.04);
  border: 1px solid var(--border-subtle); color: var(--text-secondary);
}
.hd-presence-chip img { width: 20px; height: 20px; border-radius: 50%; object-fit: cover; }
.hd-presence-chip.is-typing { color: var(--warning-color); border-color: rgba(251,188,5,0.4); }
.hd-presence-chip.is-typing i { animation: hd-pulse 1s ease-in-out infinite; }
@keyframes hd-pulse { 0%,100% { opacity: 1; } 50% { opacity: .35; } }

/* --- New-reply nudge --- */
.hd-newreply-nudge {
  display: flex; align-items: center; gap: .6rem;
  padding: .6rem .9rem; margin-bottom: 1rem;
  background: rgba(129,201,149,0.10); border: 1px solid rgba(129,201,149,0.3);
  border-radius: var(--r-md); color: var(--success-color); font-size: .85rem; font-weight: 600;
}
.hd-newreply-nudge button { margin-left: auto; }

/* --- Collaborators --- */
.hd-collab-row {
  display: flex; align-items: center; justify-content: space-between;
  gap: .5rem; padding: .35rem 0; border-bottom: 1px solid var(--border-subtle);
}
.hd-collab-row:last-of-type { border-bottom: none; }
.hd-collab-name { display: inline-flex; align-items: center; gap: .4rem; font-size: .85rem; color: var(--text-primary); }
.hd-collab-name i { color: var(--accent-color); }

/* --- Refresh spinner --- */
.hd-spin { display: inline-block; animation: hd-spin 0.7s linear infinite; }
@keyframes hd-spin { to { transform: rotate(360deg); } }

/* --- Analytics (admin) --- */
.hd-analytics-grid { display: grid; grid-template-columns: repeat(auto-fill, minmax(220px, 1fr)); gap: 1rem; }
.hd-agent-card {
  background: var(--bg-raised); border: 1px solid var(--border-subtle);
  border-radius: var(--r-md); padding: 1rem 1.1rem;
}
.hd-agent-card .hd-agent-name { display: flex; align-items: center; gap: .55rem; font-weight: 600; margin-bottom: .8rem; }
.hd-agent-card img { width: 30px; height: 30px; border-radius: 50%; object-fit: cover; }
.hd-agent-metric { display: flex; justify-content: space-between; font-size: .84rem; padding: .25rem 0; color: var(--text-secondary); }
.hd-agent-metric b { color: var(--text-primary); font-weight: 700; }
.hd-agent-stars { color: var(--warning-color); }

/* =====================================================================
   RESPONSIVE SHELL — compact navigation and thumb-friendly phone layout
   ===================================================================== */
@media (max-width: 720px) {
  html { overflow-x: hidden; }
  body.hd-nav-open { overflow: hidden; }

  /* Header: keep the brand readable without spending a quarter of the screen. */
  .hd-topbar-inner {
    height: 58px; gap: .5rem; padding: 0 .875rem;
  }
  .hd-brand { gap: .45rem; min-width: 0; }
  .hd-brand-logo { height: 25px; }
  .hd-brand-text { font-size: .98rem; }
  .hd-user { margin-left: auto; gap: .45rem; }
  .hd-user-btn { width: 40px; height: 40px; padding: 2px; justify-content: center; }
  .hd-user-btn .hd-avatar { width: 34px; height: 34px; }
  .hd-user-btn .bi-chevron-down { display: none; }
  .hd-mobile-toggle {
    width: 42px; height: 42px; flex: none; font-size: 1.3rem;
    background: rgba(255,255,255,.025);
  }
  .hd-mobile-toggle[aria-expanded="true"] {
    color: var(--accent-color); border-color: rgba(120, 181, 206,.35);
    background: rgba(120, 181, 206,.1);
  }
  .hd-signin-btn { min-height: 40px; padding: .5rem .7rem; }

  /* A short menu sheet replaces the large centered takeover. */
  .hd-nav {
    display: flex; position: absolute; z-index: 103;
    top: calc(100% + .5rem); left: .75rem; right: .75rem;
    width: auto; max-height: calc(100dvh - 74px); overflow-y: auto;
    flex: none; flex-direction: column; align-items: stretch;
    gap: .2rem; margin: 0; padding: .45rem;
    border: 1px solid var(--border-strong); border-radius: 14px;
    background: rgba(30,31,32,.98); box-shadow: var(--shadow-1);
    opacity: 0; visibility: hidden; pointer-events: none;
    transform: translateY(-8px) scale(.985);
    transform-origin: top center;
    transition: opacity .16s ease, transform .16s ease, visibility .16s;
  }
  .hd-nav.open {
    display: flex; opacity: 1; visibility: visible; pointer-events: auto;
    transform: translateY(0) scale(1);
  }
  .hd-nav-link {
    width: 100%; min-height: 46px; justify-content: flex-start;
    gap: .7rem; padding: .65rem .75rem; border-radius: 10px;
    font-size: .95rem;
  }
  .hd-nav-link i { width: 22px; text-align: center; font-size: 1.05rem; }
  .hd-nav-link.active { background: rgba(120, 181, 206,.14); }
  .hd-nav-backdrop {
    position: fixed; z-index: 102; inset: 58px 0 0;
    width: 100%; height: auto; padding: 0; border: 0;
    background: rgba(0,0,0,.56); backdrop-filter: blur(2px);
    -webkit-backdrop-filter: blur(2px); cursor: default;
  }
  body.hd-nav-open .hd-nav-backdrop { display: block; }
  .hd-user-dropdown {
    position: fixed; z-index: 104; top: 64px; right: .75rem;
    width: min(292px, calc(100vw - 1.5rem));
  }

  /* General spacing and readable, iOS-safe controls. */
  .hd-main { padding: 1.1rem .875rem 2.5rem; }
  .hd-card { padding: 1rem; border-radius: 14px; }
  .hd-page-head { margin-bottom: 1rem; }
  .hd-page-head h1 { font-size: 1.4rem; line-height: 1.25; }
  .hd-input, .hd-select, .hd-textarea {
    min-height: 46px; padding: .72rem .8rem; font-size: 16px;
  }
  .hd-textarea { min-height: 140px; }
  .hd-field { margin-bottom: .9rem; }
  .hd-btn { min-height: 44px; }

  /* Home and KB: less dead space, quicker routes to the useful content. */
  .hd-hero {
    padding: 1.85rem 1rem 1.55rem; margin-bottom: 1rem;
    border-radius: 16px;
  }
  .hd-hero h1 { font-size: clamp(1.75rem, 8vw, 2rem); line-height: 1.15; margin-bottom: .55rem; }
  .hd-hero p { margin-bottom: 1.15rem; font-size: .95rem; line-height: 1.5; }
  .hd-search input { min-height: 50px; padding: .75rem .9rem .75rem 2.75rem; font-size: 16px; }
  .hd-search .bi { left: 1rem; }
  .hd-tiles { grid-template-columns: 1fr; gap: .65rem; margin-bottom: 1.5rem; }
  .hd-tile {
    display: grid; grid-template-columns: 42px minmax(0,1fr);
    grid-template-rows: auto auto; column-gap: .8rem; row-gap: .1rem;
    padding: .95rem; border-radius: 14px;
  }
  .hd-tile-icon { grid-row: 1 / span 2; width: 42px; height: 42px; margin: 0; }
  .hd-tile h3 { grid-column: 2; align-self: end; margin: 0; font-size: 1rem; }
  .hd-tile p { grid-column: 2; margin: 0; line-height: 1.42; }
  .hd-kb-grid { grid-template-columns: 1fr; gap: .65rem; }
  .hd-kb-cat {
    display: grid; grid-template-columns: 42px minmax(0,1fr);
    column-gap: .8rem; padding: .95rem; border-radius: 14px;
  }
  .hd-kb-cat-icon { grid-row: 1 / span 3; width: 42px; height: 42px; margin: 0; }
  .hd-kb-cat h3, .hd-kb-cat p, .hd-kb-cat .count { grid-column: 2; }
  .hd-kb-cat h3 { margin: 0; }
  .hd-kb-cat p { margin: .15rem 0 .35rem; line-height: 1.4; }
  .hd-kb-article-link { min-height: 50px; padding: .75rem .85rem; }
  .hd-kb-article-link span { min-width: 0; overflow-wrap: anywhere; }
  .hd-kb-personal { margin-bottom: 1.4rem; padding: .75rem; }
  .hd-breadcrumb {
    margin: -.1rem 0 .9rem; overflow-x: auto; white-space: nowrap;
    scrollbar-width: none; -webkit-overflow-scrolling: touch;
  }
  .hd-breadcrumb::-webkit-scrollbar { display: none; }

  /* Forms and actions should never squeeze into tiny side-by-side buttons. */
  .hd-form-row, .hd-field-row { flex-direction: column; gap: 0; }
  .hd-form-row > .hd-field, .hd-field-row > .hd-field { min-width: 0; width: 100%; }
  .hd-form-actions, .hd-modal-actions { flex-direction: column-reverse; align-items: stretch; }
  .hd-form-actions .hd-btn, .hd-modal-actions .hd-btn { width: 100%; }
  .hd-toolbar { align-items: stretch; }
  .hd-toolbar .hd-input, .hd-toolbar .hd-select { width: 100%; }
  .hd-canned-menu { width: calc(100vw - 1.75rem); max-height: min(68dvh, 520px); }
  .hd-canned-list { max-height: min(52dvh, 360px); }

  /* Ticket lists and threads get the full width they need for conversation. */
  .hd-ticket-item { flex-direction: column; align-items: stretch; padding: .9rem; }
  .hd-ticket-subject { white-space: normal; line-height: 1.35; overflow-wrap: anywhere; }
  .hd-ticket-meta { gap: .35rem .65rem; }
  .hd-ticket-badges { width: 100%; flex-wrap: wrap; }
  .hd-thread-head { margin-bottom: 1rem; }
  .hd-thread-sub { gap: .45rem .65rem; }
  .hd-message-head { flex-wrap: wrap; gap: .3rem .45rem; }
  .hd-message-content, .hd-article-body { overflow-wrap: anywhere; }
  .hd-side-item { gap: .75rem; }
  .hd-side-item .v { overflow-wrap: anywhere; }
  .hd-progress { margin-bottom: 1.2rem; }

  /* Admin navigation becomes a sticky horizontal rail instead of a long prelude. */
  body.hd-admin .hd-main { padding-top: .75rem; }
  .hd-admin-layout { gap: 1rem; }
  .hd-admin-sidebar {
    display: flex; position: sticky; z-index: 60; top: 58px;
    gap: .25rem; margin: -.75rem -.875rem 0; padding: .45rem .875rem;
    overflow-x: auto; overscroll-behavior-inline: contain;
    border-left: 0; border-right: 0; border-radius: 0;
    background: rgba(30,31,32,.96); box-shadow: 0 6px 18px rgba(0,0,0,.3);
    scrollbar-width: none; -webkit-overflow-scrolling: touch;
  }
  .hd-admin-sidebar::-webkit-scrollbar { display: none; }
  .hd-admin-sidebar .hd-sidebar-role, .hd-admin-sidebar .group-label { display: none; }
  .hd-admin-sidebar a {
    flex: none; min-height: 42px; padding: .55rem .7rem;
    white-space: nowrap; border: 1px solid transparent;
  }
  .hd-admin-sidebar a.active { border-color: rgba(120, 181, 206,.24); }
  .hd-card-flush { overflow-x: auto; -webkit-overflow-scrolling: touch; }
  .hd-card-flush .hd-table { min-width: 640px; }
  .hd-card-head { min-width: max-content; padding: .9rem 1rem; }
  .hd-stat-grid, .hd-stats { grid-template-columns: repeat(2, minmax(0,1fr)); gap: .65rem; }
  .hd-stat { min-width: 0; padding: 1rem; }
  .hd-stat-value { font-size: 1.6rem; }
  .hd-filterbar select { width: 100%; min-height: 46px; }

  .hd-footer-inner { justify-content: center; padding: 1.2rem .875rem; text-align: center; }
  .hd-footer nav { justify-content: center; gap: .7rem 1rem; }
}

@media (max-width: 430px) {
  .hd-brand-text { font-size: .94rem; }
  .hd-main { padding-left: .75rem; padding-right: .75rem; }
  .hd-message { gap: .5rem; }
  .hd-message-avatar img { width: 30px; height: 30px; }
  .hd-message-bubble { padding: .8rem; }
  .hd-progress { padding: .75rem .45rem; }
  .hd-progress-dot { width: 30px; height: 30px; }
  .hd-progress-label { font-size: .64rem; }
  .hd-progress-bar { margin-inline: .2rem; }
  .hd-modal-overlay { align-items: flex-end; padding: .5rem; }
  .hd-modal { max-height: calc(100dvh - 1rem); overflow-y: auto; border-radius: 16px; padding: 1.1rem; }
}

@media (max-width: 360px) {
  .hd-signin-label { display: none; }
  .hd-signin-btn { width: 40px; padding: 0; }
  .hd-brand-text { font-size: .9rem; }
}

/* ---- Business-hours editor (Settings › Routing & SLA) ---- */
.hd-hours-grid { display: flex; flex-direction: column; gap: .5rem; }
.hd-hours-day {
  border: 1px solid var(--border-subtle);
  border-radius: 10px;
  padding: .7rem .8rem;
  background: var(--bg-raised);
}
.hd-hours-day-name {
  font-size: .8rem; font-weight: 650; color: var(--text-primary);
  margin-bottom: .5rem;
}
.hd-hours-windows { display: flex; flex-direction: column; gap: .4rem; }
.hd-hours-row { display: flex; align-items: center; gap: .5rem; }
.hd-hours-row input[type=time] { max-width: 150px; }
.hd-hours-row > span { color: var(--text-muted); }
.hd-hours-del { padding: .3rem .5rem; line-height: 1; }
.hd-hours-add { margin-top: .5rem; font-size: .8rem; padding: .3rem .6rem; }
@media (max-width: 560px) {
  .hd-hours-row { flex-wrap: wrap; }
  .hd-hours-row input[type=time] { max-width: none; flex: 1; }
}
/* ---- Abuse-protection CAPTCHA ------------------------------------------- */
/* Guest-facing verification challenge shown on submit / reply / lookup forms.
   Kept visually consistent with the surrounding fields and the dark theme. */
.hd-captcha {
  margin-top: .4rem;
  padding: .9rem 1rem;
  border: 1px solid var(--border-subtle);
  border-radius: var(--r-sm);
  background: rgba(120, 181, 206,0.05);
}
.hd-captcha .hd-label { margin-bottom: .5rem; }
.hd-captcha .hd-input { max-width: 180px; }
.hd-captcha .hd-help { margin-top: .45rem; }
.hd-captcha[data-captcha="hcaptcha"],
.hd-captcha[data-captcha="turnstile"] { background: transparent; border: none; padding: .4rem 0; }