omnisupport-ai/components/ClientPortal.tsx

import React, { useState, useRef, useEffect } from 'react';
import { Ticket, KBArticle, ChatMessage, TicketPriority, TicketStatus, SurveyResult, Attachment, ClientUser, TicketQueue } from '../types';
import { getSupportResponse } from '../services/geminiService';
import { ToastType } from './Toast';
import { 
  Search, 
  Send, 
  FileText, 
  AlertCircle, 
  MessageSquare, 
  Star, 
  X, 
  Paperclip, 
  LogOut, 
  Home, 
  PlusCircle, 
  Clock, 
  CheckCircle, 
  ChevronRight, 
  ArrowLeft,
  MoreVertical,
  Minus,
  ExternalLink,
  BookOpen
} from 'lucide-react';

interface ClientPortalProps {
  currentUser: ClientUser;
  articles: KBArticle[];
  queues: TicketQueue[];
  onCreateTicket: (ticket: Omit<Ticket, 'id' | 'createdAt' | 'messages' | 'status'>) => void;
  onReplyTicket: (ticketId: string, message: string) => void;
  onSubmitSurvey: (survey: Omit<SurveyResult, 'id' | 'timestamp'>) => void;
  tickets?: Ticket[];
  onLogout: () => void;
  showToast: (message: string, type: ToastType) => void;
}

export const ClientPortal: React.FC<ClientPortalProps> = ({ 
  currentUser, 
  articles, 
  queues, 
  onCreateTicket, 
  onReplyTicket,
  onSubmitSurvey, 
  tickets = [], 
  onLogout,
  showToast
}) => {
  const [activeView, setActiveView] = useState<'dashboard' | 'create_ticket' | 'ticket_detail' | 'kb'>('dashboard');
  const [selectedTicket, setSelectedTicket] = useState<Ticket | null>(null);
  const [searchQuery, setSearchQuery] = useState('');
  
  // KB Modal State
  const [viewingArticle, setViewingArticle] = useState<KBArticle | null>(null);

  // Chat Widget State
  const [isChatOpen, setIsChatOpen] = useState(false);
  const [chatMessages, setChatMessages] = useState<ChatMessage[]>([{ 
    id: '0', 
    role: 'assistant', 
    content: `Ciao ${currentUser.name}! 👋\nSono l'assistente AI. Come posso aiutarti oggi?`, 
    timestamp: new Date().toISOString() 
  }]);
  const [inputMessage, setInputMessage] = useState('');
  const [isTyping, setIsTyping] = useState(false);
  const chatEndRef = useRef<HTMLDivElement>(null);

  // Survey State
  const [showSurvey, setShowSurvey] = useState(false);
  const [surveyData, setSurveyData] = useState({ rating: 0, comment: '', context: '' as 'chat' | 'ticket', refId: '' });

  // Ticket Creation Form
  const [ticketForm, setTicketForm] = useState({
    subject: '',
    description: '',
    queue: queues.length > 0 ? queues[0].name : 'General'
  });
  const [ticketFiles, setTicketFiles] = useState<FileList | null>(null);

  // Ticket Reply State
  const [replyText, setReplyText] = useState('');

  // --- Logic ---

  useEffect(() => {
    if (isChatOpen) chatEndRef.current?.scrollIntoView({ behavior: 'smooth' });
  }, [chatMessages, isChatOpen]);

  const handleSendMessage = async () => {
    if (!inputMessage.trim()) return;

    const userMsg: ChatMessage = {
      id: Date.now().toString(),
      role: 'user',
      content: inputMessage,
      timestamp: new Date().toISOString()
    };

    setChatMessages(prev => [...prev, userMsg]);
    setInputMessage('');
    setIsTyping(true);

    const aiResponseText = await getSupportResponse(
      userMsg.content,
      chatMessages.map(m => m.content).slice(-5),
      articles
    );

    const aiMsg: ChatMessage = {
      id: (Date.now() + 1).toString(),
      role: 'assistant',
      content: aiResponseText,
      timestamp: new Date().toISOString()
    };

    setChatMessages(prev => [...prev, aiMsg]);
    setIsTyping(false);
  };

  const submitTicket = (e: React.FormEvent) => {
    e.preventDefault();
    const attachments: Attachment[] = [];
    if (ticketFiles) {
      for (let i = 0; i < ticketFiles.length; i++) {
        const file = ticketFiles[i];
        attachments.push({
          id: `att-${Date.now()}-${i}`,
          name: file.name,
          type: file.type,
          url: URL.createObjectURL(file)
        });
      }
    }

    onCreateTicket({
      subject: ticketForm.subject,
      description: ticketForm.description,
      customerName: currentUser.name,
      priority: TicketPriority.MEDIUM,
      queue: ticketForm.queue,
      attachments: attachments
    });
    
    setTicketForm({ subject: '', description: '', queue: queues.length > 0 ? queues[0].name : 'General' });
    setTicketFiles(null);
    setActiveView('dashboard');
  };

  const submitReply = () => {
    if (!replyText.trim() || !selectedTicket) return;
    onReplyTicket(selectedTicket.id, replyText);
    setReplyText('');
    // Optimistic update for UI smoothness (actual update comes from props change)
    const newMsg: ChatMessage = { id: `temp-${Date.now()}`, role: 'user', content: replyText, timestamp: new Date().toISOString() };
    setSelectedTicket({
       ...selectedTicket, 
       messages: [...selectedTicket.messages, newMsg],
       status: selectedTicket.status === TicketStatus.RESOLVED ? TicketStatus.OPEN : selectedTicket.status
    });
    showToast("Risposta inviata", 'success');
  };

  const submitSurvey = () => {
    if (surveyData.rating === 0) {
        showToast("Per favore seleziona una valutazione.", 'error');
        return;
    }
    onSubmitSurvey({
      rating: surveyData.rating,
      comment: surveyData.comment,
      source: surveyData.context,
      referenceId: surveyData.refId || undefined
    });
    setShowSurvey(false);
    if (surveyData.context === 'chat') {
      setChatMessages([{ id: '0', role: 'assistant', content: `Ciao ${currentUser.name}! Come posso aiutarti oggi?`, timestamp: new Date().toISOString() }]);
      setIsChatOpen(false);
    }
  };

  const handleTicketClick = (ticket: Ticket) => {
    setSelectedTicket(ticket);
    setActiveView('ticket_detail');
  };

  const activeTickets = tickets.filter(t => t.status !== TicketStatus.RESOLVED && t.status !== TicketStatus.CLOSED);
  const resolvedTickets = tickets.filter(t => t.status === TicketStatus.RESOLVED || t.status === TicketStatus.CLOSED);

  const filteredArticles = articles.filter(a => 
    a.title.toLowerCase().includes(searchQuery.toLowerCase()) || 
    a.content.toLowerCase().includes(searchQuery.toLowerCase())
  );

  return (
    <div className="min-h-screen bg-gray-50 flex flex-col font-sans">
      {/* Top Navigation */}
      <nav className="bg-white border-b border-gray-200 sticky top-0 z-30 shadow-sm">
        <div className="max-w-7xl mx-auto px-4 sm:px-6 lg:px-8">
          <div className="flex justify-between h-16">
            <div className="flex">
              <div className="flex-shrink-0 flex items-center cursor-pointer" onClick={() => setActiveView('dashboard')}>
                <div className="w-8 h-8 rounded-lg bg-brand-600 flex items-center justify-center text-white font-bold mr-2">
                  OS
                </div>
                <span className="font-bold text-xl text-gray-800 tracking-tight">OmniSupport</span>
              </div>
              <div className="hidden sm:ml-10 sm:flex sm:space-x-8">
                <button 
                  onClick={() => setActiveView('dashboard')}
                  className={`inline-flex items-center px-1 pt-1 border-b-2 text-sm font-medium ${activeView === 'dashboard' ? 'border-brand-500 text-gray-900' : 'border-transparent text-gray-500 hover:text-gray-700 hover:border-gray-300'}`}
                >
                  Dashboard
                </button>
                <button 
                  onClick={() => setActiveView('kb')}
                  className={`inline-flex items-center px-1 pt-1 border-b-2 text-sm font-medium ${activeView === 'kb' ? 'border-brand-500 text-gray-900' : 'border-transparent text-gray-500 hover:text-gray-700 hover:border-gray-300'}`}
                >
                  Knowledge Base
                </button>
              </div>
            </div>
            <div className="flex items-center">
              <button 
                onClick={() => setActiveView('create_ticket')}
                className="bg-brand-600 text-white px-4 py-2 rounded-lg text-sm font-medium hover:bg-brand-700 shadow-sm transition mr-4 flex items-center"
              >
                <PlusCircle className="w-4 h-4 mr-2" />
                Nuovo Ticket
              </button>
              <div className="ml-3 relative flex items-center cursor-pointer group">
                <div className="h-8 w-8 rounded-full bg-gray-200 flex items-center justify-center text-gray-600 font-bold border border-gray-300">
                  {currentUser.name.substring(0,2).toUpperCase()}
                </div>
                <button onClick={onLogout} className="ml-4 text-gray-400 hover:text-red-500">
                  <LogOut className="w-5 h-5" />
                </button>
              </div>
            </div>
          </div>
        </div>
      </nav>

      <main className="flex-1 max-w-7xl w-full mx-auto px-4 sm:px-6 lg:px-8 py-8">
        
        {/* DASHBOARD VIEW */}
        {activeView === 'dashboard' && (
          <div className="space-y-8 animate-fade-in">
            {/* Stats Cards */}
            <div className="grid grid-cols-1 md:grid-cols-3 gap-6">
              <div className="bg-white rounded-xl shadow-sm border border-gray-100 p-6 flex items-center justify-between">
                <div>
                  <p className="text-sm font-medium text-gray-500">Ticket Aperti</p>
                  <p className="text-3xl font-bold text-gray-900">{activeTickets.filter(t => t.status === TicketStatus.OPEN).length}</p>
                </div>
                <div className="p-3 bg-blue-50 rounded-full text-blue-600">
                  <AlertCircle className="w-6 h-6" />
                </div>
              </div>
              <div className="bg-white rounded-xl shadow-sm border border-gray-100 p-6 flex items-center justify-between">
                <div>
                  <p className="text-sm font-medium text-gray-500">In Lavorazione</p>
                  <p className="text-3xl font-bold text-gray-900">{activeTickets.filter(t => t.status === TicketStatus.IN_PROGRESS).length}</p>
                </div>
                <div className="p-3 bg-amber-50 rounded-full text-amber-600">
                  <Clock className="w-6 h-6" />
                </div>
              </div>
              <div className="bg-white rounded-xl shadow-sm border border-gray-100 p-6 flex items-center justify-between">
                <div>
                  <p className="text-sm font-medium text-gray-500">Risolti Totali</p>
                  <p className="text-3xl font-bold text-gray-900">{resolvedTickets.length}</p>
                </div>
                <div className="p-3 bg-green-50 rounded-full text-green-600">
                  <CheckCircle className="w-6 h-6" />
                </div>
              </div>
            </div>

            <div className="grid grid-cols-1 lg:grid-cols-3 gap-8">
              {/* Active Tickets List */}
              <div className="lg:col-span-2 space-y-4">
                <div className="flex justify-between items-center mb-2">
                  <h2 className="text-xl font-bold text-gray-800">I tuoi Ticket Attivi</h2>
                  <span className="text-sm text-gray-500">{activeTickets.length} in corso</span>
                </div>
                
                {activeTickets.length === 0 ? (
                  <div className="bg-white rounded-xl shadow-sm border border-gray-200 p-12 text-center">
                    <CheckCircle className="w-12 h-12 text-green-200 mx-auto mb-4" />
                    <h3 className="text-lg font-medium text-gray-900">Tutto tranquillo!</h3>
                    <p className="text-gray-500 mt-1">Non hai ticket aperti al momento.</p>
                  </div>
                ) : (
                  <div className="bg-white rounded-xl shadow-sm border border-gray-200 overflow-hidden">
                    <div className="divide-y divide-gray-100">
                      {activeTickets.map(ticket => (
                        <div 
                          key={ticket.id} 
                          onClick={() => handleTicketClick(ticket)}
                          className="p-6 hover:bg-gray-50 transition cursor-pointer flex items-center justify-between group"
                        >
                          <div className="flex-1">
                            <div className="flex items-center space-x-3 mb-1">
                              <span className="text-sm font-mono text-gray-500">#{ticket.id}</span>
                              <span className={`inline-flex items-center px-2.5 py-0.5 rounded-full text-xs font-medium ${
                                ticket.status === TicketStatus.OPEN ? 'bg-blue-100 text-blue-800' : 'bg-amber-100 text-amber-800'
                              }`}>
                                {ticket.status}
                              </span>
                              <span className="text-xs text-gray-400 bg-gray-100 px-2 py-0.5 rounded">{ticket.queue}</span>
                            </div>
                            <h3 className="text-base font-semibold text-gray-900 group-hover:text-brand-600 transition">{ticket.subject}</h3>
                            <p className="text-sm text-gray-500 mt-1 line-clamp-1">{ticket.description}</p>
                          </div>
                          <ChevronRight className="w-5 h-5 text-gray-300 group-hover:text-gray-400" />
                        </div>
                      ))}
                    </div>
                  </div>
                )}
              </div>

              {/* Resolved History */}
              <div className="space-y-4">
                <h2 className="text-xl font-bold text-gray-800">Storico Recente</h2>
                <div className="bg-white rounded-xl shadow-sm border border-gray-200 overflow-hidden">
                  {resolvedTickets.length === 0 ? (
                     <div className="p-8 text-center text-gray-400 text-sm">Nessun ticket nello storico.</div>
                  ) : (
                    <div className="divide-y divide-gray-100">
                      {resolvedTickets.slice(0, 5).map(ticket => (
                        <div key={ticket.id} onClick={() => handleTicketClick(ticket)} className="p-4 hover:bg-gray-50 cursor-pointer transition">
                           <div className="flex justify-between items-start">
                             <div>
                               <p className="text-sm font-medium text-gray-900 line-clamp-1">{ticket.subject}</p>
                               <p className="text-xs text-gray-500 mt-0.5">{ticket.createdAt.split('T')[0]}</p>
                             </div>
                             <span className="inline-flex items-center px-2 py-0.5 rounded text-[10px] font-medium bg-green-100 text-green-800">
                               {ticket.status}
                             </span>
                           </div>
                        </div>
                      ))}
                    </div>
                  )}
                  {resolvedTickets.length > 5 && (
                    <div className="p-3 bg-gray-50 text-center border-t border-gray-100">
                      <button className="text-xs font-medium text-brand-600 hover:text-brand-800">Visualizza tutti</button>
                    </div>
                  )}
                </div>
              </div>
            </div>
          </div>
        )}

        {/* TICKET DETAIL VIEW */}
        {activeView === 'ticket_detail' && selectedTicket && (
          <div className="max-w-4xl mx-auto animate-fade-in">
             <button onClick={() => setActiveView('dashboard')} className="flex items-center text-gray-500 hover:text-gray-900 mb-6 transition">
               <ArrowLeft className="w-4 h-4 mr-2" /> Torna alla Dashboard
             </button>

             <div className="bg-white rounded-xl shadow-sm border border-gray-200 overflow-hidden">
               {/* Header */}
               <div className="p-6 border-b border-gray-200 flex justify-between items-start bg-gray-50">
                 <div>
                   <div className="flex items-center space-x-3 mb-2">
                     <span className="font-mono text-gray-500 text-sm">#{selectedTicket.id}</span>
                     <span className={`px-2 py-1 rounded-full text-xs font-bold uppercase ${
                       selectedTicket.status === TicketStatus.RESOLVED ? 'bg-green-100 text-green-700' : 
                       selectedTicket.status === TicketStatus.OPEN ? 'bg-blue-100 text-blue-700' : 'bg-amber-100 text-amber-700'
                     }`}>
                       {selectedTicket.status}
                     </span>
                     <span className="text-xs text-gray-500 flex items-center">
                       <Clock className="w-3 h-3 mr-1" /> {selectedTicket.createdAt.split('T')[0]}
                     </span>
                   </div>
                   <h1 className="text-2xl font-bold text-gray-900">{selectedTicket.subject}</h1>
                   <p className="text-sm text-gray-500 mt-1">Coda: <span className="font-medium">{selectedTicket.queue}</span></p>
                 </div>
                 {selectedTicket.status === TicketStatus.RESOLVED && (
                    <button 
                      onClick={() => { setSurveyData({rating: 0, comment: '', context: 'ticket', refId: selectedTicket.id}); setShowSurvey(true); }}
                      className="bg-amber-100 text-amber-700 px-4 py-2 rounded-lg text-sm font-bold hover:bg-amber-200 transition flex items-center"
                    >
                      <Star className="w-4 h-4 mr-2" /> Valuta
                    </button>
                 )}
               </div>

               {/* Description */}
               <div className="p-8 border-b border-gray-100">
                  <h3 className="text-sm font-bold text-gray-400 uppercase tracking-wide mb-3">Descrizione Problema</h3>
                  <div className="text-gray-800 leading-relaxed bg-gray-50 p-4 rounded-lg border border-gray-100">
                    {selectedTicket.description}
                  </div>
                  {selectedTicket.attachments && selectedTicket.attachments.length > 0 && (
                    <div className="mt-4 flex flex-wrap gap-2">
                      {selectedTicket.attachments.map(att => (
                        <a key={att.id} href="#" className="flex items-center px-3 py-2 bg-white border border-gray-200 rounded-lg text-sm text-blue-600 hover:border-blue-300 transition">
                          <Paperclip className="w-4 h-4 mr-2 text-gray-400" />
                          {att.name}
                        </a>
                      ))}
                    </div>
                  )}
               </div>

               {/* Conversation */}
               <div className="p-8 bg-white space-y-6">
                 <h3 className="text-sm font-bold text-gray-400 uppercase tracking-wide mb-4">Cronologia Conversazione</h3>
                 
                 {selectedTicket.messages.length === 0 && (
                   <p className="text-center text-gray-400 italic py-4">Nessuna risposta ancora. Un agente ti risponderà presto.</p>
                 )}

                 {selectedTicket.messages.map(msg => (
                   <div key={msg.id} className={`flex ${msg.role === 'user' ? 'justify-end' : 'justify-start'}`}>
                     <div className={`max-w-[80%] p-4 rounded-xl text-sm ${
                       msg.role === 'user' 
                         ? 'bg-blue-600 text-white rounded-tr-none shadow-md' 
                         : 'bg-gray-100 text-gray-800 rounded-tl-none border border-gray-200'
                     }`}>
                       <div className="flex justify-between items-center mb-1 opacity-80 text-xs">
                         <span className="font-bold mr-4">{msg.role === 'user' ? 'Tu' : 'Supporto'}</span>
                         <span>{msg.timestamp.split('T')[1].substring(0,5)}</span>
                       </div>
                       <p className="whitespace-pre-wrap">{msg.content}</p>
                     </div>
                   </div>
                 ))}
               </div>

               {/* Reply Box */}
               <div className="p-6 bg-gray-50 border-t border-gray-200">
                  <h3 className="text-sm font-bold text-gray-700 mb-3">Rispondi</h3>
                  <textarea 
                    className="w-full border border-gray-300 rounded-lg p-4 focus:ring-2 focus:ring-brand-500 focus:outline-none shadow-sm mb-3 bg-white text-gray-900"
                    rows={3}
                    placeholder="Scrivi qui la tua risposta..."
                    value={replyText}
                    onChange={(e) => setReplyText(e.target.value)}
                  />
                  <div className="flex justify-end">
                    <button 
                      onClick={submitReply}
                      disabled={!replyText.trim()}
                      className="bg-brand-600 text-white px-6 py-2.5 rounded-lg font-bold hover:bg-brand-700 transition disabled:opacity-50 disabled:cursor-not-allowed flex items-center"
                    >
                      <Send className="w-4 h-4 mr-2" /> Invia Risposta
                    </button>
                  </div>
               </div>
             </div>
          </div>
        )}

        {/* KB VIEW */}
        {activeView === 'kb' && (
           <div className="max-w-5xl mx-auto animate-fade-in">
              <div className="text-center py-10">
                <h1 className="text-3xl font-bold text-gray-900 mb-4">Knowledge Base</h1>
                <p className="text-gray-500 mb-8 max-w-2xl mx-auto">Trova risposte rapide alle domande più comuni, guide tecniche e documentazione.</p>
                <div className="relative max-w-xl mx-auto">
                   <Search className="absolute left-4 top-3.5 text-gray-400 w-5 h-5" />
                   <input 
                    type="text" 
                    placeholder="Cerca articoli, guide..." 
                    className="w-full pl-12 pr-4 py-3 rounded-full border border-gray-300 focus:outline-none focus:ring-2 focus:ring-brand-500 shadow-sm text-lg bg-white text-gray-900"
                    value={searchQuery}
                    onChange={(e) => setSearchQuery(e.target.value)}
                   />
                </div>
              </div>

              <div className="grid gap-6 md:grid-cols-2 lg:grid-cols-3">
                {filteredArticles.map(article => (
                  <div 
                    key={article.id} 
                    onClick={() => setViewingArticle(article)}
                    className="bg-white p-6 rounded-xl border border-gray-200 shadow-sm hover:shadow-md transition group cursor-pointer hover:border-brand-200"
                  >
                    <div className="flex justify-between items-start mb-4">
                       <span className="text-xs font-bold text-brand-600 bg-brand-50 px-2 py-1 rounded-md uppercase tracking-wide">
                        {article.category}
                      </span>
                      {article.type === 'url' && <ExternalLink className="w-4 h-4 text-gray-300" />}
                    </div>
                    <h3 className="text-lg font-bold text-gray-800 mb-2 group-hover:text-brand-600 transition">{article.title}</h3>
                    <p className="text-gray-600 text-sm line-clamp-3 mb-4">
                      {article.content}
                    </p>
                    {article.type === 'url' ? (
                      <span className="text-brand-600 text-sm font-medium hover:underline flex items-center">
                        Apri Link <ChevronRight className="w-4 h-4 ml-1" />
                      </span>
                    ) : (
                      <span className="text-brand-600 text-sm font-medium group-hover:underline flex items-center">
                        Leggi Articolo <ChevronRight className="w-4 h-4 ml-1" />
                      </span>
                    )}
                  </div>
                ))}
              </div>
           </div>
        )}

        {/* KB Article Modal */}
        {viewingArticle && (
          <div className="fixed inset-0 bg-black bg-opacity-50 flex items-center justify-center z-50 p-4 backdrop-blur-sm animate-fade-in">
             <div className="bg-white rounded-xl w-full max-w-2xl max-h-[85vh] shadow-2xl flex flex-col">
                <div className="p-6 border-b border-gray-100 flex justify-between items-start bg-gray-50 rounded-t-xl">
                   <div>
                     <span className="text-xs font-bold text-brand-600 bg-brand-50 px-2 py-1 rounded-md uppercase tracking-wide mb-2 inline-block">
                        {viewingArticle.category}
                      </span>
                     <h2 className="text-xl font-bold text-gray-900">{viewingArticle.title}</h2>
                     {viewingArticle.type === 'url' && (
                        <a href={viewingArticle.url} target="_blank" rel="noreferrer" className="text-sm text-blue-600 hover:underline flex items-center mt-1">
                          {viewingArticle.url} <ExternalLink className="w-3 h-3 ml-1" />
                        </a>
                     )}
                   </div>
                   <button onClick={() => setViewingArticle(null)} className="p-2 bg-white rounded-full text-gray-400 hover:text-gray-700 hover:bg-gray-100 border border-gray-200 shadow-sm transition">
                     <X className="w-5 h-5" />
                   </button>
                </div>
                
                <div className="p-8 overflow-y-auto">
                   <div className="prose prose-sm max-w-none text-gray-700 whitespace-pre-wrap">
                     {viewingArticle.content}
                   </div>
                </div>

                <div className="p-4 border-t border-gray-100 bg-gray-50 rounded-b-xl flex justify-between items-center text-sm text-gray-500">
                  <span>Ultimo aggiornamento: {viewingArticle.lastUpdated}</span>
                  <button onClick={() => setViewingArticle(null)} className="px-4 py-2 bg-white border border-gray-300 rounded-lg hover:bg-gray-50 font-medium">Chiudi</button>
                </div>
             </div>
          </div>
        )}

        {/* CREATE TICKET VIEW */}
        {activeView === 'create_ticket' && (
          <div className="max-w-2xl mx-auto animate-fade-in">
             <button onClick={() => setActiveView('dashboard')} className="flex items-center text-gray-500 hover:text-gray-900 mb-6 transition">
               <ArrowLeft className="w-4 h-4 mr-2" /> Annulla e Torna indietro
             </button>

             <div className="bg-white p-8 rounded-2xl shadow-lg border border-gray-100">
               <h2 className="text-2xl font-bold text-gray-800 mb-6">Nuova Richiesta di Supporto</h2>
               
               <form onSubmit={submitTicket} className="space-y-6">
                 <div>
                    <label className="block text-sm font-bold text-gray-700 mb-2">Di cosa hai bisogno?</label>
                    <select 
                      className="w-full border border-gray-300 rounded-lg px-4 py-3 focus:outline-none focus:ring-2 focus:ring-brand-500 bg-white text-gray-900"
                      value={ticketForm.queue}
                      onChange={e => setTicketForm({...ticketForm, queue: e.target.value})}
                    >
                      {queues.map(q => (
                        <option key={q.id} value={q.name}>{q.name} - {q.description}</option>
                      ))}
                    </select>
                 </div>

                 <div>
                   <label className="block text-sm font-bold text-gray-700 mb-2">Oggetto</label>
                   <input 
                    required
                    type="text" 
                    placeholder="Breve sintesi del problema"
                    className="w-full border border-gray-300 rounded-lg px-4 py-3 focus:outline-none focus:ring-2 focus:ring-brand-500 bg-white text-gray-900"
                    value={ticketForm.subject}
                    onChange={e => setTicketForm({...ticketForm, subject: e.target.value})}
                   />
                 </div>

                 <div>
                   <label className="block text-sm font-bold text-gray-700 mb-2">Descrizione Dettagliata</label>
                   <textarea 
                    required
                    rows={5}
                    placeholder="Descrivi i passaggi per riprodurre il problema..."
                    className="w-full border border-gray-300 rounded-lg px-4 py-3 focus:outline-none focus:ring-2 focus:ring-brand-500 bg-white text-gray-900"
                    value={ticketForm.description}
                    onChange={e => setTicketForm({...ticketForm, description: e.target.value})}
                   />
                 </div>

                 <div>
                    <label className="block text-sm font-bold text-gray-700 mb-2">Allegati</label>
                    <div className="border-2 border-dashed border-gray-300 rounded-lg p-6 flex flex-col items-center justify-center text-center hover:bg-gray-50 transition cursor-pointer relative">
                      <input 
                        type="file" 
                        multiple
                        className="absolute inset-0 w-full h-full opacity-0 cursor-pointer"
                        onChange={(e) => setTicketFiles(e.target.files)}
                      />
                      <div className="bg-blue-50 p-3 rounded-full mb-3">
                         <Paperclip className="w-6 h-6 text-brand-600" />
                      </div>
                      <p className="text-sm font-medium text-gray-900">
                        {ticketFiles && ticketFiles.length > 0 
                          ? <span className="text-green-600">{ticketFiles.length} file pronti per l'upload</span> 
                          : 'Clicca per caricare file'}
                      </p>
                      <p className="text-xs text-gray-500 mt-1">Supporta immagini e PDF</p>
                    </div>
                 </div>

                 <button type="submit" className="w-full bg-brand-600 text-white font-bold py-4 rounded-xl hover:bg-brand-700 transition shadow-md">
                   Invia Richiesta
                 </button>
               </form>
             </div>
          </div>
        )}
      </main>

      {/* FLOATING CHAT WIDGET */}
      <div className="fixed bottom-6 right-6 z-50 flex flex-col items-end">
        {isChatOpen && (
          <div className="mb-4 bg-white w-96 rounded-2xl shadow-2xl border border-gray-200 overflow-hidden flex flex-col h-[500px] animate-slide-up origin-bottom-right">
             <div className="bg-gradient-to-r from-brand-600 to-brand-700 p-4 flex justify-between items-center text-white shadow-md">
               <div className="flex items-center">
                 <div className="bg-white/20 p-2 rounded-lg mr-3">
                   <MessageSquare className="w-5 h-5" />
                 </div>
                 <div>
                   <h3 className="font-bold text-sm">Assistente AI</h3>
                   <p className="text-[10px] text-brand-100 opacity-90">Supporto Istantaneo H24</p>
                 </div>
               </div>
               <div className="flex items-center space-x-1">
                 <button onClick={() => { setSurveyData({rating: 0, comment: '', context: 'chat', refId: ''}); setShowSurvey(true); }} className="p-1 hover:bg-white/20 rounded">
                   <Star className="w-4 h-4" />
                 </button>
                 <button onClick={() => setIsChatOpen(false)} className="p-1 hover:bg-white/20 rounded">
                   <Minus className="w-5 h-5" />
                 </button>
               </div>
             </div>

             <div className="flex-1 overflow-y-auto p-4 bg-gray-50 space-y-3">
               {chatMessages.map(msg => (
                 <div key={msg.id} className={`flex ${msg.role === 'user' ? 'justify-end' : 'justify-start'}`}>
                   {msg.role === 'assistant' && (
                     <div className="w-6 h-6 rounded-full bg-brand-100 flex items-center justify-center mr-2 mt-1 flex-shrink-0 text-brand-700 text-[10px] font-bold">AI</div>
                   )}
                   <div className={`max-w-[85%] p-3 text-sm rounded-2xl shadow-sm ${
                     msg.role === 'user' 
                       ? 'bg-brand-600 text-white rounded-tr-none' 
                       : 'bg-white text-gray-800 rounded-tl-none border border-gray-100'
                   }`}>
                     {msg.content}
                   </div>
                 </div>
               ))}
               {isTyping && (
                 <div className="flex justify-start">
                    <div className="w-6 h-6 rounded-full bg-brand-100 flex items-center justify-center mr-2 mt-1"></div>
                    <div className="bg-white p-3 rounded-2xl rounded-tl-none border border-gray-100 shadow-sm flex space-x-1 items-center">
                      <div className="w-2 h-2 bg-gray-300 rounded-full animate-bounce"></div>
                      <div className="w-2 h-2 bg-gray-300 rounded-full animate-bounce" style={{animationDelay: '0.2s'}}></div>
                      <div className="w-2 h-2 bg-gray-300 rounded-full animate-bounce" style={{animationDelay: '0.4s'}}></div>
                    </div>
                 </div>
               )}
               <div ref={chatEndRef} />
             </div>

             <div className="p-3 bg-white border-t border-gray-100">
               <div className="flex items-center bg-gray-50 rounded-full px-4 py-2 border border-gray-200 focus-within:ring-2 focus-within:ring-brand-500 focus-within:border-transparent transition">
                 <input 
                  type="text" 
                  className="flex-1 bg-transparent border-none focus:outline-none text-sm text-gray-900"
                  placeholder="Scrivi un messaggio..."
                  value={inputMessage}
                  onChange={e => setInputMessage(e.target.value)}
                  onKeyDown={e => e.key === 'Enter' && handleSendMessage()}
                 />
                 <button 
                  onClick={handleSendMessage}
                  disabled={!inputMessage.trim() || isTyping}
                  className="ml-2 text-brand-600 hover:text-brand-800 disabled:opacity-50"
                 >
                   <Send className="w-5 h-5" />
                 </button>
               </div>
             </div>
          </div>
        )}

        <button 
          onClick={() => setIsChatOpen(!isChatOpen)}
          className={`w-14 h-14 rounded-full shadow-lg flex items-center justify-center transition transform hover:scale-105 ${isChatOpen ? 'bg-gray-800 rotate-90' : 'bg-brand-600 hover:bg-brand-700'} text-white`}
        >
          {isChatOpen ? <X className="w-6 h-6" /> : <MessageSquare className="w-7 h-7" />}
        </button>
      </div>

      {/* Survey Modal */}
      {showSurvey && (
        <div className="fixed inset-0 bg-black bg-opacity-50 flex items-center justify-center z-[60] p-4 backdrop-blur-sm">
          <div className="bg-white rounded-2xl p-6 w-full max-w-sm shadow-2xl animate-scale-in">
            <div className="text-center mb-6">
              <h3 className="text-xl font-bold text-gray-800">Valuta l'esperienza</h3>
              <p className="text-gray-500 text-sm mt-1">Il tuo parere conta per noi!</p>
            </div>
            
            <div className="flex justify-center space-x-3 mb-6">
              {[1, 2, 3, 4, 5].map((star) => (
                <button 
                  key={star} 
                  onClick={() => setSurveyData(s => ({ ...s, rating: star }))}
                  className={`transition transform hover:scale-110 p-1`}
                >
                  <Star className={`w-8 h-8 ${surveyData.rating >= star ? 'fill-amber-400 text-amber-400' : 'text-gray-200'}`} />
                </button>
              ))}
            </div>

            <textarea 
              className="w-full border border-gray-300 rounded-lg p-3 text-sm focus:ring-2 focus:ring-brand-500 mb-4 bg-white text-gray-900 resize-none"
              rows={3}
              placeholder="Scrivi un commento (opzionale)..."
              value={surveyData.comment}
              onChange={e => setSurveyData(s => ({...s, comment: e.target.value}))}
            />

            <div className="flex space-x-3">
              <button 
                onClick={() => setShowSurvey(false)}
                className="flex-1 py-2.5 text-gray-500 font-medium hover:bg-gray-100 rounded-xl transition"
              >
                Salta
              </button>
              <button 
                onClick={submitSurvey}
                className="flex-1 py-2.5 bg-brand-600 text-white font-bold rounded-xl hover:bg-brand-700 transition shadow-lg shadow-brand-200"
              >
                Invia
              </button>
            </div>
          </div>
        </div>
      )}
    </div>
  );
};