:root {
  --ink: #1d1b26;
  --muted: #5b5f6b;
  --bg: #f4f5f7;
  --card: #fff;
  --line: #dcdfe5;
  --teal: #2a6f84;
  --teal-dark: #1f5a6c;
  --teal-tint: #e7f1f4;
  --green: #17653b;
  --green-tint: #e8f3ec;
  --amber-ink: #6b4a00;
  --amber-tint: #fdf4e0;
  --amber-line: #ecd9a6;
  --err: #b3261e;
  --radius: 12px;
}
* { box-sizing: border-box; }
html { -webkit-text-size-adjust: 100%; }
body { margin: 0; background: var(--bg); color: var(--ink); font: 16px/1.5 system-ui, -apple-system, "Segoe UI", Roboto, Helvetica, Arial, sans-serif; min-height: 100vh; display: flex; flex-direction: column; }
main { flex: 1; padding-top: 28px; padding-bottom: 48px; }
.wrap { width: 100%; max-width: 1120px; margin: 0 auto; padding: 0 16px; }
a { color: var(--teal-dark); }
h1 { font-size: 2rem; line-height: 1.15; margin: 0 0 12px; letter-spacing: -0.02em; }
h2 { font-size: 1.1rem; margin: 0 0 10px; }
p { margin: 0 0 12px; }
.lead { font-size: 1.1rem; color: #33363f; max-width: 40rem; }
.muted { color: var(--muted); }
.opt { color: var(--muted); font-weight: 400; }
.skip { position: absolute; left: -999px; top: 0; background: #fff; padding: 8px 12px; z-index: 10; }
.skip:focus { left: 8px; top: 8px; }

/* header / footer */
.site-header { background: #fff; border-bottom: 1px solid var(--line); }
.header-row { display: flex; align-items: center; justify-content: space-between; gap: 12px; min-height: 64px; flex-wrap: wrap; padding-top: 8px; padding-bottom: 8px; }
.brand { display: flex; align-items: baseline; gap: 12px; text-decoration: none; color: var(--ink); }
.wordmark { font-weight: 900; letter-spacing: 0.22em; font-size: 1.3rem; }
.brand-name { font-size: 1.05rem; }
.site-header nav { display: flex; gap: 20px; flex-wrap: wrap; }
.site-header nav a { text-decoration: none; color: var(--teal-dark); font-weight: 500; padding: 6px 0; }
.site-header nav a[aria-current="page"] { color: var(--ink); }
.site-footer { background: #fff; border-top: 1px solid var(--line); font-size: 0.9rem; color: var(--muted); }
.footer-row { display: flex; justify-content: space-between; gap: 8px 24px; flex-wrap: wrap; padding-top: 18px; padding-bottom: 18px; }

/* layout */
.grid-2 { display: grid; grid-template-columns: minmax(0, 1fr) 340px; gap: 32px; align-items: start; }
.side { display: grid; gap: 16px; }
.narrow { max-width: 760px; margin: 0 auto; }
.center { text-align: center; }
.center .lead { margin-left: auto; margin-right: auto; }
.row-2 { display: grid; grid-template-columns: 1fr 1fr; gap: 0 16px; }
form#ticket-form { max-width: 860px; margin: 0 auto; }
.steps { list-style: none; display: flex; flex-wrap: wrap; gap: 8px 20px; padding: 0; margin: 0 auto 18px; max-width: 860px; font-size: 0.95rem; color: var(--muted); }
.steps li { display: flex; align-items: center; gap: 8px; }
.steps .dot { display: inline-grid; place-items: center; width: 26px; height: 26px; border-radius: 50%; border: 1px solid var(--line); background: #fff; font-size: 0.8rem; }
.steps .done { color: var(--teal-dark); } .steps .done .dot { background: var(--teal); color: #fff; border-color: var(--teal); }
.steps .current { color: var(--ink); font-weight: 600; } .steps .current .dot { background: var(--ink); color: #fff; border-color: var(--ink); }

/* cards */
.card { background: var(--card); border: 1px solid var(--line); border-radius: var(--radius); padding: 24px; margin-bottom: 16px; }
.card-amber { background: var(--amber-tint); border-color: var(--amber-line); color: var(--amber-ink); }
.card-amber a { color: var(--amber-ink); }
.plain { padding: 0 8px; color: var(--muted); font-size: 0.95rem; }
.plain h2 { color: var(--ink); font-size: 1rem; }

/* form controls */
fieldset { border: 0; padding: 0; margin: 0 0 16px; min-width: 0; }
legend { font-weight: 600; padding: 0; margin-bottom: 8px; }
.field { margin-bottom: 16px; }
.field > label, label.lbl { display: block; font-weight: 600; margin-bottom: 6px; }
input[type=text], input[type=tel], input[type=email], input[type=datetime-local], select, textarea {
  width: 100%; font: inherit; color: var(--ink); background: #fff; border: 1px solid #aab0bb; border-radius: 8px; padding: 12px 14px; min-height: 48px;
}
textarea { resize: vertical; }
input:focus-visible, select:focus-visible, textarea:focus-visible, .btn:focus-visible, a:focus-visible, .choice input:focus-visible + .choice-body, .pick input:focus-visible + span {
  outline: 3px solid #7fb4c4; outline-offset: 2px;
}
.hint { color: var(--muted); font-size: 0.9rem; margin: 6px 0 0; }
.err { color: var(--err); font-size: 0.9rem; margin: 6px 0 0; font-weight: 500; }
.err { white-space: pre-line; }
.err:empty { display: none; }
.inline { display: flex; align-items: center; gap: 14px; flex-wrap: wrap; }
.inline input[type=datetime-local] { width: auto; flex: 0 1 260px; }
.check { display: flex; align-items: flex-start; gap: 10px; margin-bottom: 10px; font-weight: 400; cursor: pointer; }
.check input { width: 20px; height: 20px; margin: 2px 0 0; flex: none; accent-color: var(--teal); }
hr { border: 0; border-top: 1px solid var(--line); margin: 20px 0; }
.trap { position: absolute; left: -9999px; width: 1px; height: 1px; overflow: hidden; }

/* choice cards (screen 1) */
.cards { display: grid; grid-template-columns: repeat(3, minmax(0, 1fr)); gap: 12px; }
.cards legend { grid-column: 1 / -1; }
.choice { position: relative; display: block; cursor: pointer; }
.choice input { position: absolute; opacity: 0; inset: 0; width: 100%; height: 100%; margin: 0; cursor: pointer; }
.choice-body { display: flex; flex-direction: column; gap: 2px; height: 100%; padding: 14px 14px 14px 44px; border: 2px solid var(--line); border-radius: 10px; background: #fff; position: relative; }
.choice-body::before { content: ""; position: absolute; left: 14px; top: 16px; width: 18px; height: 18px; border-radius: 50%; border: 2px solid #8d94a1; background: #fff; }
.choice-body small { color: var(--muted); }
.choice input:checked + .choice-body { border-color: var(--teal); background: var(--teal-tint); }
.choice input:checked + .choice-body::before { border-color: var(--teal); background: radial-gradient(circle, var(--teal) 0 45%, #fff 50%); }

/* buttons */
.btn { display: inline-block; font: inherit; font-weight: 600; text-decoration: none; text-align: center; border-radius: 8px; padding: 12px 24px; min-height: 48px; border: 2px solid transparent; cursor: pointer; }
.btn-primary { background: var(--teal); color: #fff; }
.btn-primary:hover { background: var(--teal-dark); }
.btn-outline { background: #fff; color: var(--teal-dark); border-color: var(--teal); }
.btn-block { display: block; width: 100%; }
.btn[disabled] { opacity: 0.6; cursor: wait; }
.actions { display: flex; align-items: center; gap: 16px; flex-wrap: wrap; }
.link { font-weight: 600; text-decoration: none; padding: 12px 8px; }

/* match panel (screen 2) */
.match { max-width: 860px; margin: 0 auto 16px; border-radius: var(--radius); padding: 16px 20px; background: #fff; border: 1px solid var(--line); }
.match[data-state="found"], .match[data-state="choose"] { background: var(--green-tint); border-color: #b9d8c4; }
.match[data-state="not_found"], .match[data-state="timeout"], .match[data-state="expired"], .match[data-state="skipped"] { background: var(--amber-tint); border-color: var(--amber-line); color: var(--amber-ink); }
.match-title { font-weight: 700; margin-bottom: 8px; }
.match[data-state="found"] .match-title, .match[data-state="choose"] .match-title { color: var(--green); }
.pick { display: flex; gap: 12px; align-items: flex-start; background: #fff; border: 2px solid transparent; border-radius: 8px; padding: 10px 14px; margin-bottom: 8px; cursor: pointer; }
.pick:has(input:checked) { border-color: var(--teal); }
.pick input { margin-top: 4px; width: 18px; height: 18px; flex: none; accent-color: var(--teal); }
.pick small { display: block; color: var(--muted); }
.pick-plain { background: transparent; }
.match-foot { margin: 8px 0 0; display: flex; justify-content: space-between; gap: 12px; flex-wrap: wrap; }
.spinner { display: inline-block; width: 16px; height: 16px; border: 3px solid var(--line); border-top-color: var(--teal); border-radius: 50%; animation: spin 0.9s linear infinite; vertical-align: -2px; margin-right: 4px; }
@keyframes spin { to { transform: rotate(360deg); } }
@media (prefers-reduced-motion: reduce) { .spinner { animation: none; } }
.submit-row { display: flex; justify-content: space-between; align-items: center; gap: 16px; flex-wrap: wrap; }
.submit-row > div { flex: 1 1 300px; }

/* screen 3 */
.check-badge { width: 88px; height: 88px; border-radius: 50%; background: var(--green-tint); color: var(--green); display: grid; place-items: center; font-size: 2.4rem; margin: 8px auto 20px; }
.ticket-card { max-width: 760px; margin: 24px auto 16px; display: grid; grid-template-columns: 1fr 1fr; gap: 24px; }
.eyebrow { text-transform: uppercase; letter-spacing: 0.06em; font-size: 0.8rem; font-weight: 700; color: var(--muted); margin: 0 0 4px; }
.het { font-size: 2rem; font-weight: 800; letter-spacing: 0.02em; margin: 0 0 4px; overflow-wrap: anywhere; }
.pin { display: flex; align-items: center; gap: 12px; flex-wrap: wrap; margin: 6px 0 8px; }
.dots { font-size: 1.1rem; letter-spacing: 0.1em; }
.pill { background: var(--teal-tint); color: var(--teal-dark); font-weight: 600; font-size: 0.85rem; padding: 6px 12px; border-radius: 10px; overflow-wrap: anywhere; }
.next { list-style: none; margin: 0; padding: 0; display: grid; gap: 14px; }
.next li { display: flex; gap: 14px; align-items: flex-start; }
.next .dot { flex: none; width: 32px; height: 32px; border-radius: 50%; background: var(--teal); color: #fff; display: grid; place-items: center; font-weight: 700; }
.center-actions { justify-content: center; margin: 24px 0 16px; }

@media (max-width: 860px) {
  .grid-2 { grid-template-columns: 1fr; }
  .side { order: 2; }
  .cards { grid-template-columns: 1fr 1fr; }
}
@media (max-width: 540px) {
  h1 { font-size: 1.6rem; }
  .card { padding: 18px 16px; }
  .cards { grid-template-columns: 1fr; }
  .row-2, .ticket-card { grid-template-columns: 1fr; }
  .het { font-size: 1.6rem; }
  .inline input[type=datetime-local] { flex-basis: 100%; }
  .submit-row .btn, .actions .btn { width: 100%; }
}
.ok { color: #1f6b3a; font-size: 0.95rem; margin: 6px 0 12px; font-weight: 500; }
.ok:empty { display: none; }
#resend-card { margin-top: 24px; }

/* Screen 5: ticket status */
.sr-only { position: absolute; width: 1px; height: 1px; margin: -1px; padding: 0; overflow: hidden; clip: rect(0 0 0 0); white-space: nowrap; border: 0; }
.ticket-head { display: flex; flex-wrap: wrap; gap: 12px 24px; justify-content: space-between; align-items: flex-start; margin-bottom: 8px; }
.ticket-head h1 { margin: 0 0 4px; display: flex; flex-wrap: wrap; align-items: center; gap: 8px 14px; overflow-wrap: anywhere; }
.ticket-head .lead { margin: 0; }
.head-actions { display: flex; flex-wrap: wrap; gap: 8px; }
.head-actions form { margin: 0; }
.head-hint { margin: 0 0 12px; text-align: right; }
.chip { display: inline-flex; align-items: center; gap: 8px; font-size: 0.9rem; font-weight: 600; padding: 4px 12px; border-radius: 999px; background: var(--teal-tint); color: var(--teal-dark); border: 1px solid transparent; }
.chip-dot { width: 8px; height: 8px; border-radius: 50%; background: currentColor; }
.chip-tech_assigned, .chip-working { background: var(--amber-tint); color: var(--amber-ink); border-color: var(--amber-line); }
.chip-resolved, .chip-closed { background: var(--green-tint); color: var(--green); }
.status-grid { margin-top: 8px; }
.progress { list-style: none; display: grid; grid-template-columns: repeat(5, 1fr); gap: 8px; padding: 0; margin: 12px 0 16px; }
.progress .bar { display: block; height: 6px; border-radius: 3px; background: var(--line); margin-bottom: 8px; }
.progress .lbl { font-size: 0.85rem; color: var(--muted); }
.progress .done .bar { background: var(--green); }
.progress .done .lbl { color: var(--green); font-weight: 600; }
.progress .current .bar { background: #d97a06; }
.progress .current .lbl { color: var(--amber-ink); font-weight: 600; }
.times { display: flex; flex-wrap: wrap; gap: 6px 24px; margin: 0; color: var(--muted); font-size: 0.95rem; }
.timeline { list-style: none; margin: 12px 0 0; padding: 0; }
.ev { display: flex; gap: 14px; padding-bottom: 18px; position: relative; }
.ev:not(:last-child)::before { content: ""; position: absolute; left: 6px; top: 18px; bottom: 0; width: 2px; background: var(--line); }
.ev-dot { flex: none; width: 14px; height: 14px; margin-top: 5px; border-radius: 50%; background: var(--green); }
.ev-customer_note .ev-dot, .ev-system .ev-dot { background: var(--teal); }
.ev-head, .ev-body { margin: 0; }
.ev-body { white-space: pre-line; overflow-wrap: anywhere; }
.ev-head .muted { font-size: 0.85rem; }
.kv { display: grid; grid-template-columns: auto 1fr; gap: 6px 16px; margin: 0 0 12px; }
.kv dt { color: var(--muted); }
.kv dd { margin: 0; overflow-wrap: anywhere; }
.change { margin-top: 8px; }
.change summary { cursor: pointer; color: var(--teal-dark); text-decoration: underline; font-weight: 500; }
.change summary:focus-visible { outline: 3px solid var(--teal); outline-offset: 2px; }
.change form { margin-top: 12px; }
.banner h2 { margin-top: 0; }
.banner-resolved { background: var(--green-tint); border-color: #b9d8c4; }
.banner-actions { margin-bottom: 16px; }
.reopen-form { border-top: 1px solid #b9d8c4; padding-top: 16px; }
@media (max-width: 540px) {
  .progress { grid-template-columns: 1fr; }
  .progress li { display: flex; align-items: center; gap: 12px; }
  .progress .bar { flex: none; width: 36px; margin: 0; }
  .head-actions, .head-actions form, .head-actions .btn { width: 100%; }
  .head-hint { text-align: left; }
}

@media print {
  .site-header nav, .actions, .site-footer, .skip { display: none !important; }
  body { background: #fff; }
}