:root {
  --bg: #F5F4F0;
  --surface: #FFFFFF;
  --surface2: #F0EFE9;
  --border: #E0DED6;
  --border2: #C8C6BC;
  --text: #1A1916;
  --text2: #6B6960;
  --text3: #A09E96;
  --accent: #2B5CE6;
  --accent-bg: #EEF2FD;
  --success: #1A7F4B;
  --success-bg: #E8F5EE;
  --warning: #B45309;
  --warning-bg: #FEF3E2;
  --danger: #C0392B;
  --danger-bg: #FDECEB;
  --admin: #3D1F6E;
  --admin-bg: #F0EBFA;
  --shadow: 0 1px 3px rgba(0,0,0,0.08), 0 4px 12px rgba(0,0,0,0.05);
  --radius: 10px;
  --radius-sm: 6px;
  --font: 'K2D', sans-serif;
  --mono: 'IBM Plex Mono', monospace;
}
* { box-sizing: border-box; margin: 0; padding: 0; }
body { font-family: var(--font); background: var(--bg); color: var(--text); font-size: 15px; line-height: 1.6; min-height: 100vh; }

/* ── Layout ── */
.page-header { background: var(--surface); border-bottom: 1px solid var(--border); padding: 0 2rem; display: flex; align-items: center; justify-content: space-between; height: 56px; position: sticky; top: 0; z-index: 100; }
.logo { font-size: 15px; font-weight: 600; letter-spacing: -0.01em; display: flex; align-items: center; gap: 10px; }
.logo-dot { width: 8px; height: 8px; border-radius: 50%; background: var(--accent); display: inline-block; }
.header-right { display: flex; align-items: center; gap: 12px; }
.main { max-width: 760px; margin: 0 auto; padding: 2rem 1.5rem 4rem; }

/* ── Mode toggle (secret) ── */
.mode-bar { display: flex; gap: 4px; background: var(--surface2); border-radius: var(--radius-sm); padding: 3px; }
.mode-btn { font-family: var(--font); font-size: 12px; padding: 4px 12px; border-radius: 4px; border: none; background: transparent; color: var(--text2); cursor: pointer; font-weight: 500; transition: all 0.15s; }
.mode-btn.active { background: var(--surface); color: var(--text); box-shadow: 0 1px 3px rgba(0,0,0,0.1); }
.mode-btn.admin-btn { color: var(--admin); }
.mode-btn.admin-btn.active { background: var(--admin); color: #fff; }
#admin-pin-overlay { display: none; position: fixed; inset: 0; background: rgba(0,0,0,0.45); z-index: 200; align-items: center; justify-content: center; }
#admin-pin-overlay.show { display: flex; }
.pin-card { background: var(--surface); border-radius: var(--radius); padding: 2rem; width: 320px; text-align: center; box-shadow: var(--shadow); }
.pin-title { font-weight: 600; font-size: 16px; margin-bottom: 6px; }
.pin-sub { font-size: 13px; color: var(--text2); margin-bottom: 1.25rem; }
.pin-dots { display: flex; gap: 10px; justify-content: center; margin-bottom: 1.5rem; }
.pin-dot { width: 14px; height: 14px; border-radius: 50%; border: 2px solid var(--border2); transition: all 0.2s; }
.pin-dot.filled { background: var(--admin); border-color: var(--admin); }
.pin-numpad { display: grid; grid-template-columns: repeat(3, 1fr); gap: 8px; }
.pin-key { font-family: var(--font); font-size: 18px; font-weight: 500; padding: 14px; border: 1px solid var(--border); border-radius: var(--radius-sm); background: var(--surface); cursor: pointer; transition: all 0.1s; }
.pin-key:hover { background: var(--surface2); }
.pin-key:active { transform: scale(0.96); }
.pin-error { color: var(--danger); font-size: 12px; margin-top: 8px; min-height: 18px; }

/* ── User View ── */
.page-title { font-size: 22px; font-weight: 600; letter-spacing: -0.02em; margin-bottom: 4px; }
.page-sub { font-size: 14px; color: var(--text2); margin-bottom: 2rem; }
.steps { display: flex; align-items: center; margin-bottom: 2rem; gap: 0; }
.step-item { display: flex; align-items: center; gap: 8px; font-size: 12px; font-weight: 500; }
.step-num { width: 22px; height: 22px; border-radius: 50%; display: flex; align-items: center; justify-content: center; font-size: 10px; font-weight: 600; }
.step-item.done .step-num { background: var(--success); color: #fff; }
.step-item.active .step-num { background: var(--accent); color: #fff; }
.step-item.idle .step-num { background: var(--surface2); color: var(--text3); }
.step-item.done .step-label, .step-item.active .step-label { color: var(--text); }
.step-item.idle .step-label { color: var(--text3); }
.step-connector { flex: 1; height: 1px; background: var(--border); min-width: 16px; }

.card { background: var(--surface); border: 1px solid var(--border); border-radius: var(--radius); padding: 1.5rem; margin-bottom: 1rem; }
.card-head { font-size: 13px; font-weight: 600; color: var(--text2); text-transform: uppercase; letter-spacing: 0.05em; margin-bottom: 1.25rem; display: flex; align-items: center; gap: 8px; }
.card-head svg { opacity: 0.6; }
.grid2 { display: grid; grid-template-columns: 1fr 1fr; gap: 12px; }
.field { margin-bottom: 12px; }
.field:last-child { margin-bottom: 0; }
label { display: block; font-size: 12px; font-weight: 500; color: var(--text2); margin-bottom: 5px; }
.req { color: var(--danger); }
input[type=text], input[type=email], input[type=tel], input[type=date], select, textarea {
  width: 100%; padding: 9px 12px; border: 1px solid var(--border); border-radius: var(--radius-sm);
  font-family: var(--font); font-size: 14px; color: var(--text); background: var(--surface);
  outline: none; transition: border 0.15s, box-shadow 0.15s;
}
input:focus, select:focus, textarea:focus { border-color: var(--accent); box-shadow: 0 0 0 3px rgba(43,92,230,0.1); }
textarea { resize: vertical; min-height: 80px; line-height: 1.5; }
select { cursor: pointer; }

.upload-zone { border: 1.5px dashed var(--border2); border-radius: var(--radius-sm); padding: 1.25rem; text-align: center; cursor: pointer; transition: all 0.15s; position: relative; background: var(--surface2); }
.upload-zone:hover { border-color: var(--accent); background: var(--accent-bg); }
.upload-zone input[type=file] { position: absolute; inset: 0; opacity: 0; cursor: pointer; width: 100%; height: 100%; }
.upload-icon { font-size: 28px; margin-bottom: 6px; }
.upload-hint { font-size: 13px; color: var(--text2); }
.upload-hint b { color: var(--accent); }
.upload-types { font-size: 11px; color: var(--text3); margin-top: 3px; }
.file-chips { display: flex; flex-wrap: wrap; gap: 6px; margin-top: 10px; }
.chip { display: flex; align-items: center; gap: 6px; background: var(--surface2); border: 1px solid var(--border); border-radius: 20px; padding: 4px 10px 4px 8px; font-size: 12px; color: var(--text); }
.chip svg { opacity: 0.5; flex-shrink: 0; }
.chip-remove { cursor: pointer; opacity: 0.4; transition: opacity 0.1s; background: none; border: none; padding: 0; line-height: 1; font-size: 14px; color: var(--text); }
.chip-remove:hover { opacity: 0.8; }
.upload-two-col { display: grid; grid-template-columns: 1fr 1fr; gap: 12px; }
.upload-label { font-size: 12px; font-weight: 500; color: var(--text2); margin-bottom: 6px; }
.badge { display: inline-flex; align-items: center; gap: 3px; font-size: 10px; font-weight: 600; padding: 2px 7px; border-radius: 20px; text-transform: uppercase; letter-spacing: 0.04em; margin-left: 6px; }
.badge-required { background: var(--danger-bg); color: var(--danger); }
.badge-optional { background: var(--surface2); color: var(--text3); }

.info-box { background: var(--accent-bg); border: 1px solid rgba(43,92,230,0.2); border-radius: var(--radius-sm); padding: 10px 14px; font-size: 13px; color: var(--accent); margin-bottom: 1.25rem; display: flex; gap: 8px; align-items: flex-start; }
.actions { display: flex; justify-content: flex-end; gap: 10px; margin-top: 1.5rem; }
.btn { font-family: var(--font); font-size: 14px; font-weight: 500; padding: 9px 20px; border-radius: var(--radius-sm); cursor: pointer; border: 1px solid var(--border2); background: var(--surface); color: var(--text); transition: all 0.15s; }
.btn:hover { background: var(--surface2); }
.btn-primary { background: var(--accent); color: #fff; border-color: var(--accent); }
.btn-primary:hover { background: #1f4acf; border-color: #1f4acf; }
.btn:active { transform: scale(0.98); }

/* success toast */
.toast { position: fixed; bottom: 2rem; right: 2rem; background: var(--text); color: #fff; font-size: 14px; padding: 12px 20px; border-radius: var(--radius-sm); display: flex; align-items: center; gap: 10px; z-index: 999; transform: translateY(80px); opacity: 0; transition: all 0.3s; }
.toast.show { transform: translateY(0); opacity: 1; }
.toast-check { width: 20px; height: 20px; background: var(--success); border-radius: 50%; display: flex; align-items: center; justify-content: center; flex-shrink: 0; }

/* ── Admin View ── */
#admin-view { display: none; }
.admin-header { background: var(--admin); color: #fff; border-radius: var(--radius); padding: 1.25rem 1.5rem; margin-bottom: 1.5rem; display: flex; align-items: center; justify-content: space-between; }
.admin-title { font-size: 18px; font-weight: 600; letter-spacing: -0.01em; }
.admin-sub { font-size: 12px; opacity: 0.7; margin-top: 2px; }
.stat-grid { display: grid; grid-template-columns: repeat(4, 1fr); gap: 10px; margin-bottom: 1.5rem; }
.stat-card { background: var(--surface); border: 1px solid var(--border); border-radius: var(--radius); padding: 1rem; }
.stat-label { font-size: 11px; font-weight: 600; color: var(--text3); text-transform: uppercase; letter-spacing: 0.05em; margin-bottom: 6px; }
.stat-val { font-size: 26px; font-weight: 600; letter-spacing: -0.02em; }
.stat-sub { font-size: 11px; color: var(--text3); margin-top: 2px; }
.stat-card.s-new .stat-val { color: var(--accent); }
.stat-card.s-prog .stat-val { color: var(--warning); }
.stat-card.s-done .stat-val { color: var(--success); }

.filter-row { display: flex; gap: 8px; margin-bottom: 1rem; align-items: center; }
.filter-row input { flex: 1; }
.filter-row select { width: auto; min-width: 140px; }
.ticket-table { background: var(--surface); border: 1px solid var(--border); border-radius: var(--radius); overflow: hidden; }
.t-head { display: grid; grid-template-columns: 120px 1fr 120px 110px 90px 100px; gap: 0; border-bottom: 1px solid var(--border); }
.t-head-cell { font-size: 11px; font-weight: 600; color: var(--text3); text-transform: uppercase; letter-spacing: 0.05em; padding: 10px 14px; }
.t-row { display: grid; grid-template-columns: 120px 1fr 120px 110px 90px 100px; gap: 0; border-bottom: 1px solid var(--border); transition: background 0.1s; cursor: pointer; }
.t-row:last-child { border-bottom: none; }
.t-row:hover { background: var(--surface2); }
.t-cell { font-size: 13px; padding: 12px 14px; display: flex; align-items: center; overflow: hidden; }
.ticket-id { font-family: var(--mono); font-size: 11px; color: var(--accent); font-weight: 500; }
.t-title { white-space: nowrap; overflow: hidden; text-overflow: ellipsis; display: block; }
.dept-tag { font-size: 11px; background: var(--surface2); border: 1px solid var(--border); padding: 2px 8px; border-radius: 20px; white-space: nowrap; }
.urgency-tag { font-size: 11px; padding: 2px 8px; border-radius: 20px; font-weight: 600; }
.u-normal { background: var(--surface2); color: var(--text2); }
.u-urgent { background: var(--warning-bg); color: var(--warning); }
.u-emergency { background: var(--danger-bg); color: var(--danger); }
.status-tag { font-size: 11px; padding: 3px 9px; border-radius: 20px; font-weight: 600; white-space: nowrap; }
.st-new { background: var(--accent-bg); color: var(--accent); }
.st-progress { background: var(--warning-bg); color: var(--warning); }
.st-done { background: var(--success-bg); color: var(--success); }
.st-reject { background: var(--danger-bg); color: var(--danger); }
.st-pending { background: #F0EBFA; color: #3D1F6E; }
.empty-state { padding: 3rem; text-align: center; color: var(--text3); font-size: 14px; }

/* Detail panel */
.detail-panel { display: none; background: var(--surface); border: 1px solid var(--border); border-radius: var(--radius); padding: 1.5rem; margin-top: 1rem; }
.detail-panel.open { display: block; }
.detail-top { display: flex; justify-content: space-between; align-items: flex-start; margin-bottom: 1.25rem; }
.detail-ticket-id { font-family: var(--mono); font-size: 12px; color: var(--accent); margin-bottom: 4px; }
.detail-title { font-size: 18px; font-weight: 600; letter-spacing: -0.01em; }
.detail-grid { display: grid; grid-template-columns: 1fr 1fr; gap: 12px; margin-bottom: 1.25rem; }
.detail-item { }
.detail-lbl { font-size: 11px; font-weight: 600; color: var(--text3); text-transform: uppercase; letter-spacing: 0.04em; margin-bottom: 3px; }
.detail-val { font-size: 14px; color: var(--text); }
.detail-files { margin-bottom: 1.25rem; }
.file-row { display: flex; align-items: center; gap: 8px; padding: 8px 12px; background: var(--surface2); border-radius: var(--radius-sm); margin-bottom: 6px; font-size: 13px; }
.file-row svg { opacity: 0.5; flex-shrink: 0; }
.admin-actions { display: flex; gap: 8px; flex-wrap: wrap; border-top: 1px solid var(--border); padding-top: 1.25rem; }
.btn-admin { font-family: var(--font); font-size: 13px; font-weight: 500; padding: 7px 16px; border-radius: var(--radius-sm); cursor: pointer; border: 1px solid; transition: all 0.15s; }
.btn-accept { background: var(--success-bg); color: var(--success); border-color: rgba(26,127,75,0.25); }
.btn-reject { background: var(--danger-bg); color: var(--danger); border-color: rgba(192,57,43,0.2); }
.btn-inprog { background: var(--warning-bg); color: var(--warning); border-color: rgba(180,83,9,0.2); }
.btn-close { background: transparent; color: var(--text2); border-color: var(--border); margin-left: auto; }
.note-input { width: 100%; margin-bottom: 10px; font-size: 13px; }

/* Email preview */
.email-preview { background: var(--surface2); border: 1px solid var(--border); border-radius: var(--radius-sm); padding: 1rem; font-size: 13px; margin-top: 1.25rem; }
.email-preview-title { font-size: 11px; font-weight: 600; text-transform: uppercase; letter-spacing: 0.05em; color: var(--text3); margin-bottom: 8px; }
.email-subj { font-weight: 600; margin-bottom: 4px; }
.email-body { color: var(--text2); line-height: 1.6; white-space: pre-line; }

@media (max-width: 600px) {
  .grid2, .upload-two-col { grid-template-columns: 1fr; }
  .stat-grid { grid-template-columns: repeat(2, 1fr); }
  .t-head, .t-row { grid-template-columns: 90px 1fr 80px; }
  .t-head-cell:nth-child(n+4), .t-cell:nth-child(n+4) { display: none; }
  .detail-grid { grid-template-columns: 1fr; }
}