/* REST UK support desk: shared by the help centre (index.html) and the staff inbox (staff.html).
   Brand tokens match the installers app. */
:root{
  --brand:#0E2238; --brand-2:#163453; --accent:#F5A623; --accent-ink:#1A1204;
  --bg:#EEF1F4; --surface:#FFFFFF; --surface-2:#F5F7F9; --ink:#14202E; --ink-2:#4B5968; --line:#CCD4DC;
  --ok:#2C7A4B; --ok-bg:#E2F0E7; --warn:#A8432A; --warn-bg:#F7E5DF; --info:#2A5585; --info-bg:#E3EBF5; --muted-bg:#E6EAED;
  --note:#7A5A00; --note-bg:#FBF1D9;
  color-scheme:light;
}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]){
  --bg:#0C131B; --surface:#152029; --surface-2:#1A2733; --ink:#E5EAF0; --ink-2:#9BA9B8; --line:#2B3949;
  --ok:#5BBE85; --ok-bg:#16301F; --warn:#E5846A; --warn-bg:#3A1F18; --info:#86B1E3; --info-bg:#19293B; --muted-bg:#202C38;
  --note:#E9C46A; --note-bg:#33290F; color-scheme:dark;
}}
:root[data-theme="dark"]{
  --bg:#0C131B; --surface:#152029; --surface-2:#1A2733; --ink:#E5EAF0; --ink-2:#9BA9B8; --line:#2B3949;
  --ok:#5BBE85; --ok-bg:#16301F; --warn:#E5846A; --warn-bg:#3A1F18; --info:#86B1E3; --info-bg:#19293B; --muted-bg:#202C38;
  --note:#E9C46A; --note-bg:#33290F; color-scheme:dark;
}
*,*::before,*::after{box-sizing:border-box}
html{-webkit-text-size-adjust:100%}
body{margin:0;background:var(--bg);color:var(--ink);font:400 16px/1.5 'Barlow',system-ui,-apple-system,'Segoe UI',Roboto,sans-serif;-webkit-font-smoothing:antialiased}
h1,h2,h3,h4{font-family:'Barlow Semi Condensed','Arial Narrow',system-ui,sans-serif;font-weight:600;line-height:1.15;margin:0}
h1{font-size:2rem}h2{font-size:1.35rem}h3{font-size:1.1rem}
p{margin:0}
a{color:var(--info)}
button,input,select,textarea{font:inherit;color:inherit}
:focus-visible{outline:3px solid var(--accent);outline-offset:2px}
.wrap{max-width:1100px;margin:0 auto;padding:0 20px}
@media (max-width:560px){.wrap{padding:0 16px}}
.muted{color:var(--ink-2)}
.small{font-size:.88rem}
[hidden]{display:none!important}
.sr{position:absolute;width:1px;height:1px;overflow:hidden;clip:rect(0 0 0 0);white-space:nowrap}

/* header */
.top{background:var(--brand);color:#fff}
.top .wrap{display:flex;align-items:center;gap:20px;min-height:64px;max-width:1400px}
.brand{display:flex;align-items:center;gap:14px;color:#fff;text-decoration:none;flex:none}
.brand img{height:30px;width:auto;display:block}
.brand .name{font-family:'Barlow Semi Condensed','Arial Narrow',sans-serif;font-weight:700;font-size:.86rem;letter-spacing:.16em;text-transform:uppercase;color:var(--accent);line-height:1;padding:6px 0 6px 14px;border-left:2px solid var(--accent)}
.top nav{display:flex;gap:2px;margin-left:auto;flex-wrap:wrap}
.top nav a,.top nav button{border:0;background:none;padding:8px 12px;border-radius:6px;cursor:pointer;color:rgba(255,255,255,.8);font-weight:500;text-decoration:none}
.top nav a:hover,.top nav button:hover{color:#fff;background:var(--brand-2)}
.top nav [aria-current="page"]{color:#fff;box-shadow:inset 0 -3px 0 var(--accent)}
@media (max-width:560px){.brand .name{display:none}.top nav a,.top nav button{padding:8px}}
/* Display (light / dark) button in the header bar, added by theme.js */
.theme-toggle{position:relative;flex:none}
.top nav[hidden]+.theme-toggle,.top .wrap>.brand+.theme-toggle{margin-left:auto}
.theme-btn{display:grid;place-items:center;width:40px;height:40px;border:0;border-radius:8px;background:none;color:rgba(255,255,255,.85);cursor:pointer}
.theme-btn:hover,.theme-btn[aria-expanded="true"]{color:#fff;background:var(--brand-2)}
.theme-btn:focus-visible,.theme-menu button:focus-visible{outline:3px solid var(--accent);outline-offset:1px}
.theme-menu{position:absolute;right:0;top:calc(100% + 6px);z-index:50;min-width:170px;padding:6px;background:var(--surface);border:1px solid var(--line);border-radius:10px;box-shadow:0 8px 24px rgba(0,0,0,.25)}
.theme-menu[hidden]{display:none}
.theme-menu button{display:flex;align-items:center;gap:10px;width:100%;min-height:40px;padding:6px 10px;border:0;border-radius:7px;background:none;color:var(--ink);font:inherit;text-align:left;cursor:pointer}
.theme-menu button:hover{background:var(--surface-2)}
.theme-menu button[aria-checked="true"]{background:var(--surface-2);font-weight:600}
.theme-menu button[aria-checked="true"]::after{content:"✓";margin-left:auto;color:var(--accent)}
.theme-menu svg{color:var(--ink-2);flex:none}

/* controls */
.btn{display:inline-flex;align-items:center;justify-content:center;gap:6px;min-height:42px;padding:8px 16px;border-radius:8px;border:1px solid var(--line);background:var(--surface);color:var(--ink);font-weight:600;cursor:pointer;text-decoration:none}
.btn:hover{background:var(--surface-2)}
.btn.primary{background:var(--accent);border-color:var(--accent);color:var(--accent-ink)}
.btn.primary:hover{filter:brightness(.95)}
.btn.quiet{border-color:transparent;background:none}
.btn.quiet:hover{background:var(--muted-bg)}
.btn:disabled{opacity:.55;cursor:default}
.btn.sm{min-height:34px;padding:4px 10px;font-size:.9rem}
label{display:block;font-weight:600;font-size:.92rem;margin-bottom:4px}
.field{margin-bottom:14px}
.field .hint{font-weight:400;color:var(--ink-2);font-size:.85rem}
input[type=text],input[type=email],input[type=password],input[type=search],input[type=tel],select,textarea{width:100%;min-height:44px;padding:9px 12px;border:1px solid var(--line);border-radius:8px;background:var(--surface);color:var(--ink)}
textarea{min-height:140px;resize:vertical;line-height:1.5}
input:focus,select:focus,textarea:focus{outline:none;border-color:var(--accent);box-shadow:0 0 0 3px rgba(245,166,35,.3)}
.row{display:grid;grid-template-columns:1fr 1fr;gap:0 14px}
@media (max-width:560px){.row{grid-template-columns:1fr}}
.card{background:var(--surface);border:1px solid var(--line);border-radius:12px;padding:20px}
.msg{padding:12px 14px;border-radius:8px;margin-bottom:14px}
.msg.err{background:var(--warn-bg);color:var(--warn)}
.msg.ok{background:var(--ok-bg);color:var(--ok)}
.msg.info{background:var(--info-bg);color:var(--info)}
.pill{display:inline-flex;align-items:center;padding:2px 9px;border-radius:999px;font-size:.78rem;font-weight:600;background:var(--muted-bg);color:var(--ink-2);white-space:nowrap}
.pill.new{background:var(--accent);color:var(--accent-ink)}
.pill.open{background:var(--info-bg);color:var(--info)}
.pill.waiting{background:var(--muted-bg);color:var(--ink-2)}
.pill.closed{background:var(--ok-bg);color:var(--ok)}
.pill.closed{color:#256B41}
:root[data-theme="dark"] .pill.closed{color:var(--ok)}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .pill.closed{color:var(--ok)}}
.pill.ai{background:var(--note-bg);color:var(--note)}

/* help centre */
.hero{background:var(--brand);color:#fff;padding:40px 0 48px}
.hero h1{margin-bottom:8px}
.hero p{color:rgba(255,255,255,.8);margin-bottom:20px}
.hero form{display:flex;gap:8px;max-width:640px}
.hero input{border-color:transparent}
main.help{padding:32px 0 64px}
.cats{display:grid;grid-template-columns:repeat(auto-fill,minmax(300px,1fr));gap:16px}
.cats h2{margin-bottom:10px}
.cats ul,.results{list-style:none;margin:0;padding:0}
.cats li+li,.results li+li{border-top:1px solid var(--line)}
.cats a,.results a{display:block;padding:10px 0;text-decoration:none;color:var(--ink)}
.cats a:hover b,.results a:hover b{color:var(--info);text-decoration:underline}
.cats a span,.results a span{display:block;color:var(--ink-2);font-size:.9rem}
.article{max-width:760px}
.article .crumb{margin-bottom:12px;font-size:.92rem}
.article h1{margin-bottom:6px}
.article .lead{color:var(--ink-2);font-size:1.1rem;margin-bottom:20px}
.prose p,.prose ul{margin:0 0 14px}
.prose h2{margin:24px 0 8px;font-size:1.25rem}
.prose ul{padding-left:22px}
.prose li{margin-bottom:4px}
.contact{max-width:680px}
.contact h1{margin-bottom:8px}
.contact > p{margin-bottom:20px}
.hp{position:absolute;left:-9999px;width:1px;height:1px;overflow:hidden}
.foot{border-top:1px solid var(--line);padding:24px 0;color:var(--ink-2);font-size:.9rem}
.cta{margin-top:32px;display:flex;flex-wrap:wrap;gap:12px;align-items:center;justify-content:space-between}

/* staff */
.signin{max-width:420px;margin:56px auto;padding:0 16px}
.signin h1{margin-bottom:16px}
.desk{display:grid;grid-template-columns:minmax(300px,380px) 1fr;height:calc(100vh - 64px)}
.desk.single{grid-template-columns:1fr}
.list{border-right:1px solid var(--line);background:var(--surface);display:flex;flex-direction:column;min-height:0}
.list .filters{padding:12px;border-bottom:1px solid var(--line);display:grid;gap:8px}
.seg{display:flex;background:var(--surface-2);border:1px solid var(--line);border-radius:9px;padding:3px;gap:3px}
.seg button{all:unset;box-sizing:border-box;flex:1;text-align:center;min-height:32px;padding:4px 6px;border-radius:7px;cursor:pointer;color:var(--ink-2);font-weight:500;font-size:.88rem}
.seg button[aria-pressed="true"]{background:var(--surface);color:var(--ink);font-weight:600;box-shadow:0 1px 3px rgba(0,0,0,.15)}
.seg button:focus-visible{outline:3px solid var(--accent);outline-offset:-1px}
.tickets{list-style:none;margin:0;padding:0;overflow-y:auto;flex:1}
.tickets li{border-bottom:1px solid var(--line)}
.tickets button{all:unset;box-sizing:border-box;display:block;width:100%;padding:12px 14px;cursor:pointer}
.tickets button:hover{background:var(--surface-2)}
.tickets button[aria-current="true"]{background:var(--info-bg);box-shadow:inset 4px 0 0 var(--accent)}
.tickets button:focus-visible{outline:3px solid var(--accent);outline-offset:-3px}
.tickets .l1{display:flex;gap:8px;align-items:baseline;justify-content:space-between}
.tickets .l1 b{overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.tickets .l1 time{flex:none;font-size:.8rem;color:var(--ink-2)}
.tickets .l2{font-size:.9rem;font-weight:600;margin:2px 0;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.tickets .l3{font-size:.85rem;color:var(--ink-2);overflow:hidden;display:-webkit-box;-webkit-line-clamp:2;-webkit-box-orient:vertical}
.tickets .l4{display:flex;gap:6px;margin-top:6px;flex-wrap:wrap}
.empty{padding:32px 16px;text-align:center;color:var(--ink-2)}
.pane{overflow-y:auto;min-height:0}
.pane .inner{padding:20px 24px 40px;max-width:1100px}
.thead{display:flex;flex-wrap:wrap;gap:12px;align-items:flex-start;justify-content:space-between;margin-bottom:16px}
.thead h1{font-size:1.5rem}
.thead .acts{display:flex;gap:8px;align-items:center;flex-wrap:wrap}
.thead select{min-height:38px;width:auto}
.tgrid{display:grid;grid-template-columns:1fr 320px;gap:20px;align-items:start}
@media (max-width:1180px){.tgrid{grid-template-columns:1fr}}
.thread{display:grid;gap:12px}
.m{border:1px solid var(--line);border-radius:10px;background:var(--surface);overflow:hidden}
.m .mh{display:flex;justify-content:space-between;gap:10px;padding:8px 14px;background:var(--surface-2);border-bottom:1px solid var(--line);font-size:.88rem}
.m .mh b{font-weight:600}
.m .mb{padding:12px 14px;white-space:pre-wrap;overflow-wrap:anywhere}
.m.out{border-left:4px solid var(--accent)}
.m.note{background:var(--note-bg);border-color:transparent}
.m.note .mh{background:transparent;border-bottom-color:rgba(0,0,0,.08);color:var(--note)}
.m .mb.html{padding:0;white-space:normal;background:#fff}
.mailframe{display:block;width:100%;border:0;height:60px;background:#fff}
.mailnotes{padding:6px 14px 10px;background:var(--surface);border-top:1px solid var(--line)}
.linkish{all:unset;cursor:pointer;color:var(--info);text-decoration:underline}
.linkish:focus-visible{outline:3px solid var(--accent);outline-offset:2px}
.atts{display:flex;flex-wrap:wrap;gap:6px;padding:0 14px 12px}
.atts button{all:unset;cursor:pointer;font-size:.85rem;padding:4px 10px;border-radius:999px;border:1px solid var(--line);background:var(--surface-2)}
.atts button:hover{border-color:var(--accent)}
.composer{margin-top:16px}
.composer .tabs{display:flex;gap:4px;margin-bottom:8px}
.composer .bar{display:flex;gap:8px;flex-wrap:wrap;justify-content:space-between;align-items:center;margin-top:8px}
.composer.note textarea{background:var(--note-bg)}
.side{display:grid;gap:16px}
.side .card{padding:16px}
.side h2{font-size:1.05rem;margin-bottom:10px}
.side dl{margin:0;display:grid;grid-template-columns:auto 1fr;gap:4px 12px;font-size:.92rem}
.side dt{color:var(--ink-2)}
.side dd{margin:0;overflow-wrap:anywhere}
.side ul{margin:0;padding-left:18px;font-size:.92rem}
.side .docs li{margin-bottom:4px}
.kbgrid{display:grid;grid-template-columns:minmax(260px,340px) 1fr;height:calc(100vh - 64px)}
@media (max-width:860px){
  .desk,.kbgrid{grid-template-columns:1fr;height:auto}
  .desk.has-ticket .list,.kbgrid.has-article .list{display:none}
  .desk:not(.has-ticket) .pane,.kbgrid:not(.has-article) .pane{display:none}
  .list{border-right:0}
  .pane .inner{padding:16px}
}
.back{display:none}
@media (max-width:860px){.back{display:inline-flex}}
.toast{position:fixed;left:50%;bottom:24px;transform:translateX(-50%);background:var(--ink);color:var(--bg);padding:10px 18px;border-radius:8px;box-shadow:0 8px 24px rgba(0,0,0,.25);z-index:100;max-width:calc(100vw - 32px)}
.settings{max-width:680px;padding:24px 20px 48px;margin:0 auto}
.settings h1{margin-bottom:16px}
.settings .card{margin-bottom:16px}
.settings h2{margin-bottom:8px}
.settings p{margin-bottom:12px}

/* AI draft rating (0058) */
.m .mh .mh-r{display:inline-flex;gap:10px;align-items:center}
.aibar{display:flex;flex-wrap:wrap;gap:6px 14px;justify-content:space-between;align-items:center}
.ratebtns{display:inline-flex;gap:4px}
.ratebtns button{all:unset;cursor:pointer;line-height:1;padding:3px 6px;border-radius:6px;border:1px solid transparent;filter:grayscale(1);opacity:.6}
.ratebtns button:hover{opacity:1;filter:none}
.ratebtns button[aria-pressed="true"]{opacity:1;filter:none;border-color:var(--line);background:var(--surface)}
.ratebtns button:focus-visible{outline:3px solid var(--accent);outline-offset:1px}

/* reports (0058) */
.reports{max-width:1100px;margin:0 auto;padding:24px 20px 56px}
.rhead{display:flex;flex-wrap:wrap;gap:12px 20px;align-items:center;justify-content:space-between;margin-bottom:8px}
.rfilters{display:flex;flex-wrap:wrap;gap:8px;align-items:center}
.rfilters .seg{min-width:min(520px,100%)}
.rdates{display:flex;gap:6px;align-items:center;flex-wrap:wrap}
.rdates input{width:auto;min-height:36px}
.reports section{margin-top:28px}
.reports h2{margin-bottom:12px}
.tiles{display:grid;grid-template-columns:repeat(auto-fill,minmax(200px,1fr));gap:12px}
.tile{background:var(--surface);border:1px solid var(--line);border-radius:12px;padding:14px 16px}
.tile .tl{color:var(--ink-2);font-size:.88rem}
.tile .tv{font-family:'Barlow Semi Condensed','Arial Narrow',sans-serif;font-weight:600;font-size:1.9rem;line-height:1.15;margin:4px 0 2px;font-variant-numeric:tabular-nums}
.tile .ts{color:var(--ink-2);font-size:.82rem}
.chart{margin:16px 0 0;background:var(--surface);border:1px solid var(--line);border-radius:12px;padding:14px 16px}
.chart figcaption{font-weight:600;margin-bottom:6px}
.chart svg{display:block;width:100%;height:auto}
.chart .grid{stroke:var(--line);stroke-width:1}
.chart .axis{fill:var(--ink-2);font-size:11px;font-family:'Barlow',system-ui,sans-serif}
.chart .mark{fill:var(--info)}
.chart .hit{fill:transparent}
.chart .bar:hover .mark{opacity:.8}
.chart .bar:hover .hit{fill:var(--muted-bg);opacity:.5}
.tableview{margin-top:8px;font-size:.9rem}
.tableview summary{cursor:pointer;color:var(--info)}
.tablewrap{overflow-x:auto;background:var(--surface);border:1px solid var(--line);border-radius:12px}
.rt{width:100%;border-collapse:collapse;font-size:.92rem;font-variant-numeric:tabular-nums}
.rt th,.rt td{text-align:left;padding:8px 12px;border-bottom:1px solid var(--line);white-space:nowrap}
.rt th{font-weight:600;color:var(--ink-2);background:var(--surface-2)}
.rt tr:last-child td{border-bottom:0}
.rt td:not(:first-child),.rt th:not(:first-child){text-align:right}

/* files and the customer's ticket page (0059) */
.files .attach{cursor:pointer}
.files .attach:focus-within{outline:3px solid var(--accent);outline-offset:2px}
.filelist{list-style:none;margin:8px 0 0;padding:0;display:grid;gap:4px;font-size:.92rem}
.filelist:empty{display:none}
.filelist li{display:flex;gap:8px;align-items:baseline;flex-wrap:wrap}
.files .hint{margin-top:6px}
.fileerr{color:var(--warn);margin-top:4px}
.fileerr:empty{display:none}
.tpage{max-width:760px}
.tpage h1{font-size:1.6rem}
.tpage .m.in{border-left:4px solid var(--info)}
.atts a.att,.atts span.att{display:inline-flex;gap:6px;align-items:baseline;font-size:.88rem;padding:4px 10px;border-radius:999px;border:1px solid var(--line);background:var(--surface-2);color:var(--ink);text-decoration:none}
.atts a.att:hover{border-color:var(--accent)}

/* statuses, canned responses, editor, settings lists (0060, 0061) */
.pill.c-grey{background:var(--muted-bg);color:var(--ink-2)}
.pill.c-blue{background:var(--info-bg);color:var(--info)}
.pill.c-green{background:var(--ok-bg);color:var(--ok)}
.pill.c-amber{background:var(--accent);color:var(--accent-ink)}
.pill.c-red{background:var(--warn-bg);color:var(--warn)}
.pill.c-purple{background:#EEE3F6;color:#6B3A8C}
.pill.c-teal{background:#DDF1EE;color:#1E6B61}
:root[data-theme="dark"] .pill.c-purple{background:#2F2140;color:#D3B4EC}
:root[data-theme="dark"] .pill.c-teal{background:#163430;color:#8FD8CC}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .pill.c-purple{background:#2F2140;color:#D3B4EC}:root:not([data-theme="light"]) .pill.c-teal{background:#163430;color:#8FD8CC}}
.bystatus{display:flex;flex-wrap:wrap;gap:6px;margin-top:10px}
.bystatus .pill b{margin-left:6px}
.thead select{max-width:220px}
.list .filters select{min-height:38px}
.ctop{display:flex;gap:8px;flex-wrap:wrap;align-items:center;justify-content:space-between;margin-bottom:8px}
.cannedwrap{position:relative}
.cannedpanel{position:absolute;right:0;top:calc(100% + 6px);width:min(420px,calc(100vw - 32px));background:var(--surface);border:1px solid var(--line);border-radius:10px;box-shadow:0 12px 32px rgba(0,0,0,.2);z-index:40}
.cannedpanel input{border:0;border-bottom:1px solid var(--line);border-radius:10px 10px 0 0}
.cannedlist{max-height:320px;overflow-y:auto}
.cannedlist .ccat{padding:8px 12px 2px;font-size:.78rem;font-weight:600;color:var(--ink-2);text-transform:uppercase;letter-spacing:.05em}
.cannedlist button{all:unset;box-sizing:border-box;display:block;width:100%;padding:8px 12px;cursor:pointer}
.cannedlist button:hover,.cannedlist button:focus-visible{background:var(--surface-2)}
.cannedlist button span{display:block;color:var(--ink-2);font-size:.85rem;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.cannedlist button em{font-style:normal;margin-left:6px}
.editor{border:1px solid var(--line);border-radius:8px;background:var(--surface)}
.editor:focus-within{border-color:var(--accent);box-shadow:0 0 0 3px rgba(245,166,35,.3)}
.toolbar{display:flex;flex-wrap:wrap;gap:2px;padding:4px;border-bottom:1px solid var(--line);background:var(--surface-2);border-radius:8px 8px 0 0}
.toolbar .tb{all:unset;cursor:pointer;min-width:32px;height:30px;display:inline-flex;align-items:center;justify-content:center;border-radius:6px;font-size:.9rem;color:var(--ink)}
.toolbar .tb:hover{background:var(--muted-bg)}
.toolbar .tb:focus-visible,.toolbar label.tb:focus-within{outline:3px solid var(--accent);outline-offset:-2px}
.toolbar .sep{width:1px;background:var(--line);margin:4px 4px}
.ed{padding:10px 12px;outline:none;overflow-wrap:anywhere;line-height:1.5}
.ed:empty::before{content:attr(data-placeholder);color:var(--ink-2)}
.ed p{margin:0 0 10px}
.ed blockquote{margin:0 0 10px;padding:4px 12px;border-left:3px solid var(--line);color:var(--ink-2)}
.ed ul,.ed ol{margin:0 0 10px;padding-left:22px}
.ed img{max-width:100%;height:auto;border-radius:4px}
.composer.note .editor,.composer.note .ed{background:var(--note-bg)}
.subform{border:1px solid var(--line);border-radius:10px;padding:14px;margin:10px 0 14px;background:var(--surface-2)}
.setlist{list-style:none;margin:12px 0 0;padding:0}
.setlist li{display:flex;gap:10px;justify-content:space-between;align-items:center;padding:8px 0;border-top:1px solid var(--line)}
.swatches{display:flex;flex-wrap:wrap;gap:6px}
.swatches .sw{display:inline-flex;align-items:center;gap:4px;font-weight:400;cursor:pointer}
.swatches input{margin:0}

.mb.rich{white-space:normal}
.mb.rich p{margin:0 0 10px}
.mb.rich blockquote{margin:0 0 10px;padding:4px 12px;border-left:3px solid var(--line);color:var(--ink-2)}
.mb.rich ul,.mb.rich ol{margin:0 0 10px;padding-left:22px}
.mb.rich img{max-width:100%;height:auto;border-radius:4px}
.pill.spam{background:var(--ok-bg);color:var(--ok)}
/* Monitoring questions on the contact form and the customer's ticket page (0062) */
.monq{border:1px solid var(--line);border-radius:10px;padding:14px 16px 4px;margin:0 0 16px;background:var(--surface-2)}
.monq legend{font-weight:600;padding:0 6px}
.monq>p.hint{margin:0 0 10px}
.monq-card,.monsum{margin:0 0 20px}
.monq-card h2,.monsum h2{margin-bottom:6px}
.monsum dl{margin:8px 0 12px;display:grid;grid-template-columns:auto 1fr;gap:4px 12px}
.monsum dt{color:var(--ink-2)}
.monsum dd{margin:0}
/* Help articles suggested before a message is sent (0064) */
.suggest h2{margin-bottom:4px}
.sglist{list-style:none;margin:16px 0;padding:0;display:grid;gap:10px}
.sglist details{border:1px solid var(--line);border-radius:10px;background:var(--surface)}
.sglist summary{cursor:pointer;padding:12px 14px;display:grid;gap:2px;list-style:none}
.sglist summary::-webkit-details-marker{display:none}
.sglist summary b::after{content:" ›";color:var(--accent)}
.sglist details[open] summary b::after{content:" ⌄"}
.sglist summary span{color:var(--ink-2);font-size:.92rem}
.sglist summary:focus-visible{outline:3px solid var(--accent);outline-offset:-1px;border-radius:10px}
.sgbody{padding:0 14px 14px;border-top:1px solid var(--line);margin-top:2px;padding-top:12px}
.sgacts{display:flex;gap:8px;flex-wrap:wrap}
/* Settings tabs, styled like the installers app's */
.settabs{display:flex;gap:6px;flex-wrap:wrap;margin:4px 0 18px}
.settabs button{display:inline-flex;align-items:center;gap:7px;border:1px solid var(--line);background:var(--surface);color:var(--ink);border-radius:999px;padding:6px 14px;cursor:pointer;font:inherit;font-weight:500;min-height:40px}
.settabs button:hover{border-color:var(--ink-2)}
.settabs button[aria-selected="true"]{background:var(--brand);border-color:var(--brand);color:#fff}
:root[data-theme="dark"] .settabs button[aria-selected="true"]{background:var(--accent);border-color:var(--accent);color:var(--accent-ink)}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .settabs button[aria-selected="true"]{background:var(--accent);border-color:var(--accent);color:var(--accent-ink)}}
.settabs button:focus-visible{outline:3px solid var(--accent);outline-offset:2px}
.idot{width:9px;height:9px;border-radius:50%;flex:none}
.idot.on{background:var(--ok)}.idot.warn{background:var(--warn)}.idot.off{border:2px solid var(--ink-2)}
.settabs button[aria-selected="true"] .idot.off{border-color:currentColor}
[role="tabpanel"]:focus-visible{outline:none}
/* New ticket opened by staff (0065) */
.filters .newt{width:100%;justify-content:center}
.newticket h1{margin:4px 0 4px}
.newticket>.muted{margin-bottom:14px}
.newticket .card{margin-bottom:16px}
.newticket fieldset{border:0;padding:0;margin:0 0 14px}
.newticket legend{font-weight:600;margin-bottom:6px}
label.inline{display:inline-flex;align-items:center;gap:6px;margin-right:18px;font-weight:400}
.ntmatches{list-style:none;padding:0;margin:12px 0 0;display:grid;gap:6px}
.ntmatches button{all:unset;box-sizing:border-box;width:100%;display:grid;gap:2px;padding:10px 12px;border:1px solid var(--line);border-radius:8px;cursor:pointer;background:var(--surface)}
.ntmatches button:hover{border-color:var(--accent)}
.ntmatches button:focus-visible{outline:3px solid var(--accent);outline-offset:1px}
.ntmatches span{color:var(--ink-2);font-size:.9rem}
/* Help centre: staff sign-in link in the footer; desk sections in the header for signed-in staff */
.foot .stafflink{float:right;color:var(--ink-2)}
.top nav a.staff{border-left:1px solid rgba(255,255,255,.18);border-radius:0}
.top nav a.staff~a.staff{border-left:0}
@media (max-width:560px){.foot .stafflink{float:none;display:block;margin-top:8px}}
/* Staff instructions for the AI draft (0067) */
.composer .aiguide{margin:10px 0 0}
.composer .aiguide textarea{min-height:0;resize:vertical}
/* draft save state beside the composer; postcode-only match warning */
.composer .dstate{margin-left:8px;color:var(--ink-2)}
.composer .dstate.bad{color:var(--warn);font-weight:600}
.msg.warn{background:var(--warn-bg);color:var(--warn);border-left:4px solid var(--warn);margin-bottom:10px}
/* "Send as" a status (next to Send reply) */
.sendas{position:relative}
.sendas>summary{list-style:none}
.sendas>summary::-webkit-details-marker{display:none}
.sendas-menu{position:absolute;right:0;bottom:calc(100% + 6px);z-index:20;width:max-content;min-width:260px;max-height:60vh;overflow:auto;padding:10px;border:1px solid var(--line);border-radius:10px;background:var(--surface);box-shadow:0 8px 24px rgba(0,0,0,.18);display:flex;flex-direction:column;gap:2px}
.sendas-menu p{margin:8px 6px 2px}
.sendas-menu p:first-child{margin-top:0}
.sendas-menu button{all:unset;box-sizing:border-box;display:block;width:100%;padding:7px 8px;border-radius:6px;cursor:pointer;white-space:nowrap}
.sendas-menu button:hover{background:var(--surface-2)}
.sendas-menu button:focus-visible{outline:3px solid var(--accent);outline-offset:-1px}
/* Staff inbox list: card rows with the status's colour down the left edge (staff desk only: .tq) */
.pill.c-green{color:#256B41}
:root[data-theme="dark"] .pill.c-green{color:var(--ok)}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .pill.c-green{color:var(--ok)}}
.tq{--sc-grey:#8796A5;--sc-blue:#2A5585;--sc-teal:#1E8C7E;--sc-green:#2C7A4B;--sc-amber:#E0950F;--sc-red:#C2492E;--sc-purple:#7B45A3;
  background:var(--surface-2);padding:8px 10px 16px;display:flex;flex-direction:column;gap:8px}
:root[data-theme="dark"] .tq{--sc-grey:#6F8091;--sc-blue:#86B1E3;--sc-teal:#5CC2B2;--sc-green:#5BBE85;--sc-amber:#F5A623;--sc-red:#E5846A;--sc-purple:#B98ADF}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .tq{--sc-grey:#6F8091;--sc-blue:#86B1E3;--sc-teal:#5CC2B2;--sc-green:#5BBE85;--sc-amber:#F5A623;--sc-red:#E5846A;--sc-purple:#B98ADF}}
.tq .tk.c-grey{--sc:var(--sc-grey)}.tq .tk.c-blue{--sc:var(--sc-blue)}.tq .tk.c-teal{--sc:var(--sc-teal)}.tq .tk.c-green{--sc:var(--sc-green)}
.tq .tk.c-amber{--sc:var(--sc-amber)}.tq .tk.c-red{--sc:var(--sc-red)}.tq .tk.c-purple{--sc:var(--sc-purple)}
.tq li{border-bottom:0;flex:none}
.tq li.empty{background:none}
.tq .tk button{display:grid;gap:3px;padding:11px 12px 11px 14px;line-height:1.4;background:var(--surface);border:1px solid var(--line);border-left:5px solid var(--sc,var(--line));border-radius:10px;transition:border-color .15s,box-shadow .15s}
.tq .tk button:hover{background:var(--surface);border-color:var(--ink-2);border-left-color:var(--sc,var(--line));box-shadow:0 2px 8px rgba(0,0,0,.08)}
.tq .tk button[aria-current="true"]{background:var(--info-bg);border-color:var(--accent);border-left-color:var(--sc,var(--accent));box-shadow:0 0 0 2px var(--accent)}
.tq .tk button:focus-visible{outline:3px solid var(--accent);outline-offset:2px}
.tq .tk-a,.tq .tk-b{display:flex;align-items:baseline;gap:8px;min-width:0}
.tq .tk-subj{flex:1;min-width:0;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;font-weight:600}
.tq .tk-num{flex:none;font-size:.82rem;color:var(--ink-2);font-variant-numeric:tabular-nums}
.tq .tk-a time{flex:none;margin-left:auto;font-size:.8rem;color:var(--ink-2);white-space:nowrap}
.tq .tk-who{flex:1;min-width:0;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;font-size:.9rem}
.tq .tk-as{flex:none;max-width:40%;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;font-size:.8rem;color:var(--ink-2)}
.tq .tk-prev{display:block;font-size:.85rem;color:var(--ink-2);overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.tq .tk-tags{display:flex;flex-wrap:wrap;gap:5px;margin-top:5px}
.tq .tk-tags .pill{font-size:.74rem;padding:1px 8px}
.tq .tk-tags .pill.tk-st{font-size:.8rem;padding:2px 10px 2px 8px;font-weight:700;box-shadow:inset 0 0 0 1px var(--sc)}
.tq .tk-tags .pill.tk-st::before{content:"";width:7px;height:7px;border-radius:50%;background:var(--sc);margin-right:6px;flex:none}
.tq .tk.c-amber .pill.tk-st::before{background:var(--accent-ink)}
/* New, or the customer wrote last: a dot and a heavier subject */
.tq .tk.fresh .tk-subj{font-weight:700}
.tq .tk-dot{display:inline-block;width:9px;height:9px;border-radius:50%;background:var(--accent);margin-right:7px;vertical-align:middle;position:relative;top:-1px;box-shadow:0 0 0 2px var(--surface)}
.tq .tk.fresh .tk-who{font-weight:600}
/* Solved: a green tick, the row quietened (text stays readable) */
.tq .tk.done button{background:var(--surface-2)}
.tq .tk.done button[aria-current="true"]{background:var(--info-bg)}
.tq .tk.done .tk-subj{font-weight:500;color:var(--ink-2)}
.tq .tk.done .pill.tk-st::before{display:none}
.tq .tk-check{display:inline-grid;place-items:center;width:15px;height:15px;margin-right:5px;border-radius:50%;background:var(--ok);color:var(--surface);font-size:.62rem;font-weight:700;line-height:1}
.tq .tk-sv{background:var(--ok-bg);color:#256B41}
.tq .tk-sv.bad{background:var(--warn-bg);color:var(--warn)}
:root[data-theme="dark"] .tq .tk-sv:not(.bad){color:var(--ok)}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .tq .tk-sv:not(.bad){color:var(--ok)}}
/* Spam: greyed, no colour */
.tq .tk.spam button{background:var(--surface-2);border-left-style:dashed}
.tq .tk.spam .tk-subj,.tq .tk.spam .tk-who{font-weight:400;color:var(--ink-2)}
.tq .tk.spam .tk-prev{text-decoration:line-through;text-decoration-color:var(--line)}
/* Just solved (seen open, now closed): one small pop of the tick and a soft green glow, once */
@media (prefers-reduced-motion:no-preference){
  .tq .tk.just .tk-check{animation:tk-pop .6s cubic-bezier(.3,1.6,.5,1) 1}
  .tq .tk.just button{animation:tk-glow 1.4s ease-out 1}
}
@keyframes tk-pop{0%{transform:scale(0)}60%{transform:scale(1.35)}100%{transform:scale(1)}}
@keyframes tk-glow{0%{box-shadow:0 0 0 0 rgba(44,122,75,.45)}100%{box-shadow:0 0 0 10px rgba(44,122,75,0)}}
@media (max-width:860px){.tq{padding:8px 12px 16px}.tq .tk button{padding:12px 12px 12px 14px}}
/* Customer satisfaction (0070): ratings on replies, the survey card, the Reviews settings, the report */
.crate{display:inline-block;margin-left:8px;padding:1px 8px;border-radius:999px;font-size:.78rem;font-weight:600;white-space:nowrap}
.crate.up{background:var(--ok-bg);color:var(--ok)}
.crate.down{background:var(--warn-bg);color:var(--warn)}
.crate.up{color:#256B41}
:root[data-theme="dark"] .crate.up{color:var(--ok)}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .crate.up{color:var(--ok)}}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .crate.up{color:var(--ok)}}
.svcard .sv+.sv{margin-top:12px;padding-top:12px;border-top:1px solid var(--line)}
.svcard .sv p+p{margin-top:4px}
.sv-ans{display:flex;flex-wrap:wrap;align-items:center;gap:8px;margin:6px 0}
.svstars{color:#B87700;letter-spacing:1px;white-space:nowrap}
.svstars .off{color:var(--line)}
:root[data-theme="dark"] .svstars{color:var(--accent)}
@media (prefers-color-scheme:dark){:root:not([data-theme="light"]) .svstars{color:var(--accent)}}
.sv-c{margin:6px 0;padding:6px 10px;border-left:3px solid var(--accent);background:var(--surface-2);border-radius:0 6px 6px 0;white-space:pre-wrap;overflow-wrap:anywhere;font-size:.92rem}
.stagehead{font-size:.8rem;text-transform:uppercase;letter-spacing:.06em;color:var(--ink-2);margin:18px 0 0}
.stagehead+.setlist{margin-top:6px}
.sbars{list-style:none;margin:6px 0 0;padding:0;display:grid;gap:6px;max-width:560px}
.sbars li{display:grid;grid-template-columns:3em 1fr 7em;gap:10px;align-items:center;font-size:.9rem;font-variant-numeric:tabular-nums}
.sbar{height:14px;background:var(--surface-2);border-radius:4px;overflow:hidden}
.sbar span{display:block;height:100%;background:var(--info);border-radius:4px}
.sbar .s5,.sbar .s4{background:var(--ok)}.sbar .s3{background:var(--accent)}.sbar .s2,.sbar .s1{background:var(--warn)}
.rt.sct td.cm{white-space:normal;text-align:left;min-width:260px;max-width:520px;overflow-wrap:anywhere}
.rt.sct th:nth-child(4){text-align:left}
.rt.sct td:nth-child(2),.rt.sct th:nth-child(2){text-align:left}
/* Inbox age marks: open a while (amber), overdue (red), on tickets that aren't closed */
.tq .tk-age{background:#FFF0D1;color:#7A4A00;font-weight:600}
.tq .tk-age.late{background:#FBE3E1;color:#8C1D18}
.tq .tk.aged>button{box-shadow:inset 0 0 0 1px #E8A39D}
:root[data-theme="dark"] .tq .tk-age{background:#3A2C12;color:#F2C47A}
:root[data-theme="dark"] .tq .tk-age.late{background:#3A1A18;color:#F5A9A2}
:root[data-theme="dark"] .tq .tk.aged>button{box-shadow:inset 0 0 0 1px #7A2E28}
@media (prefers-color-scheme:dark){
  :root:not([data-theme="light"]) .tq .tk-age{background:#3A2C12;color:#F2C47A}
  :root:not([data-theme="light"]) .tq .tk-age.late{background:#3A1A18;color:#F5A9A2}
  :root:not([data-theme="light"]) .tq .tk.aged>button{box-shadow:inset 0 0 0 1px #7A2E28}
}
#tsort{max-width:100%}
/* Help centre: pinned articles (0071) */
.popular{margin-bottom:16px;border-top:4px solid var(--accent)}
.popular h2{margin-bottom:10px}
.popgrid{list-style:none;margin:0;padding:0;display:grid;grid-template-columns:repeat(auto-fill,minmax(260px,1fr));gap:4px 16px}
.popgrid a{display:block;padding:10px 0;text-decoration:none;color:var(--ink)}
.popgrid a:hover b{color:var(--info);text-decoration:underline}
.popgrid a span{display:block;color:var(--ink-2);font-size:.9rem}
.popgrid b::before{content:"📌 ";font-weight:400}
/* Help articles list in the desk (0071): grouped by category, with pin and order buttons */
.kbcat{margin:14px 12px 6px;font-size:.8rem;text-transform:uppercase;letter-spacing:.06em;color:var(--ink-2)}
.kblist{list-style:none;margin:0;padding:0 8px}
.kbrow{display:flex;align-items:stretch;gap:4px;border:1px solid var(--line);border-radius:8px;background:var(--surface);margin-bottom:6px}
.kbrow.pinned{border-left:4px solid var(--accent)}
.kbopen{all:unset;box-sizing:border-box;flex:1;min-width:0;padding:10px 12px;cursor:pointer;display:flex;flex-direction:column;gap:6px;border-radius:8px}
.kbopen:hover{background:var(--surface-2)}
.kbopen[aria-current="true"]{background:var(--info-bg)}
.kbopen:focus-visible{outline:3px solid var(--accent);outline-offset:-2px}
.kbopen .l2{font-weight:600;overflow-wrap:anywhere}
.kbmeta{display:flex;gap:8px;align-items:center;flex-wrap:wrap}
.kbctl{display:flex;align-items:center;gap:0;padding-right:4px}
.kbctl .btn{min-height:32px;padding:2px 8px}
.kbctl [data-kb-pin][aria-pressed="false"]{filter:grayscale(1);opacity:.3}
.kbctl [data-kb-pin][aria-pressed="false"]:hover,.kbctl [data-kb-pin][aria-pressed="false"]:focus-visible{filter:none;opacity:1}
.kbctl [data-kb-pin][aria-pressed="true"]{background:var(--muted-bg);border-color:var(--accent)}
.kbrow[draggable="true"]{cursor:grab}
.kbgrip{display:flex;align-items:center;padding-left:8px;color:var(--ink-2);letter-spacing:-2px;user-select:none}
.kbrow.dragging{opacity:.45}
.kbrow.drop-above{box-shadow:0 -3px 0 var(--accent)}
.kbrow.drop-below{box-shadow:0 3px 0 var(--accent)}

/* ---------- new customer messages (0072) ---------- */
/* Count on Tickets in the header */
.top nav .nbadge{display:inline-grid;place-items:center;min-width:20px;height:20px;margin-left:6px;padding:0 6px;border-radius:10px;background:var(--accent);color:var(--accent-ink);font-size:.75rem;font-weight:700;line-height:1;vertical-align:1px}
.top nav .bell{font-size:1.05rem;line-height:1}
.top nav .bell[aria-expanded="true"]{color:#fff;background:var(--brand-2)}
/* Unread in the list: an amber edge round the card, a bold subject and "2 new replies" */
.tq .tk-tags .pill.tk-new,.pill.tk-new{background:var(--ink);color:var(--surface);font-weight:700}
.tq .tk-tags .pill.tk-new::before,.pill.tk-new::before{content:"";width:7px;height:7px;border-radius:50%;background:var(--accent);margin-right:6px;flex:none;display:inline-block}
.seg button .segn{display:inline-grid;place-items:center;min-width:18px;height:18px;padding:0 5px;border-radius:9px;background:var(--accent);color:var(--accent-ink);font-size:.72rem;font-weight:700;line-height:1;vertical-align:1px}
.seg button[data-filter="unread"]{white-space:nowrap}
.tq .tk.unread button{box-shadow:0 0 0 2px var(--accent);border-color:var(--accent);border-left-color:var(--sc,var(--accent))}
.tq .tk.unread button[aria-current="true"]{box-shadow:0 0 0 3px var(--accent)}
.tq .tk.unread .tk-subj,.tq .tk.unread .tk-who{font-weight:700;color:var(--ink)}
/* In a ticket: a line before what's new since you last looked, and the new messages edged in amber */
.newsince{display:flex;align-items:center;gap:10px;color:var(--warn);font-size:.8rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em}
.newsince::before,.newsince::after{content:"";flex:1;height:2px;background:var(--accent)}
.m.unseen{border-color:var(--accent);box-shadow:0 0 0 1px var(--accent)}
.m.unseen .mh{background:color-mix(in srgb,var(--accent) 16%,var(--surface-2))}
.m .mh .pill.tk-new{font-size:.72rem;padding:0 7px;margin-left:4px}
@media (prefers-reduced-motion:no-preference){
  .m.arrived{animation:m-in .5s ease-out 1}
  .alertcard{animation:ac-in .25s ease-out 1}
}
@keyframes m-in{from{opacity:0;transform:translateY(8px)}to{opacity:1;transform:none}}
@keyframes ac-in{from{opacity:0;transform:translateY(12px)}to{opacity:1;transform:none}}
/* The pop-up for a new message, bottom right */
.alertcard{position:fixed;right:16px;bottom:16px;z-index:110;width:min(380px,calc(100vw - 32px));display:grid;grid-template-columns:1fr auto;background:var(--surface);color:var(--ink);border:1px solid var(--line);border-left:5px solid var(--accent);border-radius:10px;box-shadow:0 10px 30px rgba(0,0,0,.25);overflow:hidden}
.alertcard .ac-main{grid-column:1;display:grid;gap:2px;text-align:left;border:0;background:none;padding:12px 6px 12px 14px;cursor:pointer;min-width:0}
.alertcard .ac-main:hover .ac-t{text-decoration:underline}
.alertcard .ac-t{font-weight:700}
.alertcard .ac-w{font-size:.88rem;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.alertcard .ac-p{font-size:.85rem;color:var(--ink-2);display:-webkit-box;-webkit-line-clamp:2;-webkit-box-orient:vertical;overflow:hidden}
.alertcard .ac-x{grid-column:2;grid-row:1;align-self:start;border:0;background:none;font-size:1.3rem;line-height:1;padding:10px 12px;cursor:pointer;color:var(--ink-2)}
.alertcard .ac-more{grid-column:1/-1;border:0;border-top:1px solid var(--line);background:var(--surface-2);padding:7px 14px;text-align:left;font-size:.85rem;color:var(--info);cursor:pointer}
.alertcard button:focus-visible{outline:3px solid var(--accent);outline-offset:-3px}
/* Alerts settings, under the bell */
.alertpanel{position:fixed;top:70px;right:16px;z-index:120;width:min(380px,calc(100vw - 32px));max-height:calc(100vh - 90px);overflow:auto;display:grid;gap:12px;padding:16px 18px;background:var(--surface);color:var(--ink);border:1px solid var(--line);border-radius:12px;box-shadow:0 12px 32px rgba(0,0,0,.3)}
.alertpanel h2{font-size:1.15rem}
.alertpanel fieldset{border:0;padding:0;margin:0;display:grid;gap:6px}
.alertpanel legend{font-weight:600;margin-bottom:4px}
.alertpanel label.inline{display:flex;gap:8px;align-items:flex-start;font-weight:400}
.alertpanel label.inline input{margin-top:4px}
.alertpanel .aldesk{display:flex;gap:10px;align-items:center;justify-content:space-between;padding:10px 12px;border-radius:8px;background:var(--surface-2)}
.alertpanel .aldesk .btn{flex:none}

/* Away from the desk (0073) */
.alertpanel .away{display:grid;gap:6px;padding-top:12px;border-top:1px solid var(--line)}
.alertpanel .away select{width:100%}
.alertpanel .away label:not(.inline){font-weight:400;margin-top:4px}