diff --git a/composer.json b/composer.json
index c0e2a9a..5219d2a 100644
--- a/composer.json
+++ b/composer.json
@@ -34,6 +34,9 @@
                 { "key": "ticketing.create",   "label": "Create Tickets",   "description": "Create tickets on behalf of other users"       },
                 { "key": "ticketing.manage",   "label": "Manage Tickets",   "description": "View, assign, and resolve all tickets"         },
                 { "key": "ticketing.settings", "label": "Manage Settings",  "description": "Configure groups, priorities, and integrations" }
+            ],
+            "seeders": [
+                "Dashboard\\Ticketing\\Database\\Seeders\\EmailTemplatesSeeder"
             ]
         }
     }
diff --git a/database/migrations/2026_04_14_000001_make_priorities_global.php b/database/migrations/2026_04_14_000001_make_priorities_global.php
new file mode 100644
index 0000000..7ef1376
--- /dev/null
+++ b/database/migrations/2026_04_14_000001_make_priorities_global.php
@@ -0,0 +1,52 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        // Deduplicate before removing group_id:
+        // If the same priority name exists multiple times (once per group), keep the first
+        // and delete duplicates, then reassign any tickets that referenced the deleted ones.
+        $names = DB::table('ticketing_priority_levels')
+            ->select('name')
+            ->groupBy('name')
+            ->havingRaw('COUNT(*) > 1')
+            ->pluck('name');
+
+        foreach ($names as $name) {
+            $rows = DB::table('ticketing_priority_levels')
+                ->where('name', $name)
+                ->orderBy('id')
+                ->get();
+
+            $keepId = $rows->first()->id;
+
+            foreach ($rows->skip(1) as $row) {
+                // Reassign tickets pointing at the duplicate
+                DB::table('tickets')
+                    ->where('priority_id', $row->id)
+                    ->update(['priority_id' => $keepId]);
+
+                DB::table('ticketing_priority_levels')->where('id', $row->id)->delete();
+            }
+        }
+
+        Schema::table('ticketing_priority_levels', function (Blueprint $table) {
+            // Drop the foreign key and column
+            $table->dropForeign(['group_id']);
+            $table->dropColumn('group_id');
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('ticketing_priority_levels', function (Blueprint $table) {
+            $table->foreignId('group_id')->nullable()->constrained('ticketing_groups')->nullOnDelete();
+        });
+    }
+};
diff --git a/database/migrations/2026_04_14_000002_create_ticket_views_table.php b/database/migrations/2026_04_14_000002_create_ticket_views_table.php
new file mode 100644
index 0000000..6e6db04
--- /dev/null
+++ b/database/migrations/2026_04_14_000002_create_ticket_views_table.php
@@ -0,0 +1,25 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::create('ticket_views', function (Blueprint $table) {
+            $table->id();
+            $table->foreignId('ticket_id')->constrained('tickets')->cascadeOnDelete();
+            $table->unsignedBigInteger('user_id');
+            $table->timestamp('viewed_at');
+            $table->index(['ticket_id', 'user_id']);
+            $table->index('viewed_at');
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::dropIfExists('ticket_views');
+    }
+};
diff --git a/database/migrations/2026_04_17_000001_add_participants_and_merge_to_tickets.php b/database/migrations/2026_04_17_000001_add_participants_and_merge_to_tickets.php
new file mode 100644
index 0000000..5de3543
--- /dev/null
+++ b/database/migrations/2026_04_17_000001_add_participants_and_merge_to_tickets.php
@@ -0,0 +1,46 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        // 1. Create ticket_participants table
+        Schema::create('ticket_participants', function (Blueprint $table) {
+            $table->id();
+            $table->foreignId('ticket_id')->constrained()->cascadeOnDelete();
+            $table->unsignedBigInteger('user_id');
+            $table->unsignedBigInteger('added_by')->nullable();
+            $table->timestamp('created_at')->useCurrent();
+
+            $table->unique(['ticket_id', 'user_id']);
+        });
+
+        // 2. Add merged_into_id to tickets
+        Schema::table('tickets', function (Blueprint $table) {
+            $table->unsignedBigInteger('merged_into_id')->nullable()->after('due_date');
+            $table->foreign('merged_into_id')->references('id')->on('tickets')->nullOnDelete();
+        });
+
+        // 3. Expand status ENUM to include 'merged'
+        DB::statement("ALTER TABLE tickets MODIFY COLUMN status ENUM('open','in_progress','pending','resolved','closed','merged') DEFAULT 'open'");
+    }
+
+    public function down(): void
+    {
+        // Reverse ENUM change (remove merged)
+        DB::statement("UPDATE tickets SET status = 'closed' WHERE status = 'merged'");
+        DB::statement("ALTER TABLE tickets MODIFY COLUMN status ENUM('open','in_progress','pending','resolved','closed') DEFAULT 'open'");
+
+        Schema::table('tickets', function (Blueprint $table) {
+            $table->dropForeign(['merged_into_id']);
+            $table->dropColumn('merged_into_id');
+        });
+
+        Schema::dropIfExists('ticket_participants');
+    }
+};
diff --git a/database/migrations/2026_04_17_000002_create_ticketing_statuses_table.php b/database/migrations/2026_04_17_000002_create_ticketing_statuses_table.php
new file mode 100644
index 0000000..e613e5c
--- /dev/null
+++ b/database/migrations/2026_04_17_000002_create_ticketing_statuses_table.php
@@ -0,0 +1,46 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\DB;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        // 1. Create ticketing_statuses table
+        Schema::create('ticketing_statuses', function (Blueprint $table) {
+            $table->id();
+            $table->string('slug', 50)->unique();   // machine key — immutable after creation
+            $table->string('name', 100);             // user-facing display name
+            $table->string('color', 7)->default('#6b7280'); // hex color
+            $table->unsignedSmallInteger('sort_order')->default(0);
+            $table->boolean('is_closed')->default(false);  // counts as "resolved/closed" in filters
+            $table->boolean('is_system')->default(false);  // cannot be deleted
+            $table->timestamps();
+        });
+
+        // 2. Seed default statuses
+        $now = now();
+        DB::table('ticketing_statuses')->insert([
+            ['slug' => 'open',        'name' => 'Open',        'color' => '#3b82f6', 'sort_order' => 1,  'is_closed' => false, 'is_system' => true,  'created_at' => $now, 'updated_at' => $now],
+            ['slug' => 'in_progress', 'name' => 'In Progress', 'color' => '#7c3aed', 'sort_order' => 2,  'is_closed' => false, 'is_system' => true,  'created_at' => $now, 'updated_at' => $now],
+            ['slug' => 'pending',     'name' => 'Pending',     'color' => '#d97706', 'sort_order' => 3,  'is_closed' => false, 'is_system' => true,  'created_at' => $now, 'updated_at' => $now],
+            ['slug' => 'resolved',    'name' => 'Resolved',    'color' => '#16a34a', 'sort_order' => 4,  'is_closed' => true,  'is_system' => true,  'created_at' => $now, 'updated_at' => $now],
+            ['slug' => 'closed',      'name' => 'Closed',      'color' => '#6b7280', 'sort_order' => 5,  'is_closed' => true,  'is_system' => true,  'created_at' => $now, 'updated_at' => $now],
+            ['slug' => 'merged',      'name' => 'Merged',      'color' => '#9ca3af', 'sort_order' => 99, 'is_closed' => true,  'is_system' => true,  'created_at' => $now, 'updated_at' => $now],
+        ]);
+
+        // 3. Change tickets.status from ENUM to VARCHAR(50) — existing slug values are kept as-is
+        DB::statement("ALTER TABLE tickets MODIFY COLUMN status VARCHAR(50) NOT NULL DEFAULT 'open'");
+    }
+
+    public function down(): void
+    {
+        // Restore ENUM (data already uses these slugs so no data loss)
+        DB::statement("ALTER TABLE tickets MODIFY COLUMN status ENUM('open','in_progress','pending','resolved','closed','merged') DEFAULT 'open'");
+
+        Schema::dropIfExists('ticketing_statuses');
+    }
+};
diff --git a/src/Console/Commands/AutoCloseTickets.php b/src/Console/Commands/AutoCloseTickets.php
new file mode 100644
index 0000000..4f48099
--- /dev/null
+++ b/src/Console/Commands/AutoCloseTickets.php
@@ -0,0 +1,33 @@
+<?php
+
+namespace Dashboard\Ticketing\Console\Commands;
+
+use App\Models\Setting;
+use Dashboard\Ticketing\Models\Ticket;
+use Illuminate\Console\Command;
+
+class AutoCloseTickets extends Command
+{
+    protected $signature   = 'ticketing:auto-close';
+    protected $description = 'Close resolved tickets that have not been updated within the configured grace period.';
+
+    public function handle(): int
+    {
+        $days = (int) Setting::get('ticketing.auto_close_days', 0);
+
+        if ($days <= 0) {
+            $this->info('Auto-close is disabled (ticketing.auto_close_days = 0).');
+            return 0;
+        }
+
+        $cutoff = now()->subDays($days);
+
+        $count = Ticket::where('status', 'resolved')
+            ->where('updated_at', '<=', $cutoff)
+            ->update(['status' => 'closed']);
+
+        $this->info("Auto-closed {$count} ticket(s) resolved more than {$days} day(s) ago.");
+
+        return 0;
+    }
+}
diff --git a/src/Database/Seeders/EmailTemplatesSeeder.php b/src/Database/Seeders/EmailTemplatesSeeder.php
new file mode 100644
index 0000000..32cfbd5
--- /dev/null
+++ b/src/Database/Seeders/EmailTemplatesSeeder.php
@@ -0,0 +1,372 @@
+<?php
+
+namespace Dashboard\Ticketing\Database\Seeders;
+
+use Illuminate\Support\Facades\DB;
+
+/**
+ * Seeds all standard ticketing email templates into the shell's email_templates table.
+ * Uses updateOrCreate on slug so re-running on reinstall is safe — existing customisations
+ * to subject/body are NOT overwritten (only missing templates are inserted).
+ */
+class EmailTemplatesSeeder
+{
+    public function run(): void
+    {
+        foreach ($this->templates() as $template) {
+            // Only insert if the slug doesn't exist yet — don't overwrite user edits
+            $exists = DB::table('email_templates')->where('slug', $template['slug'])->exists();
+            if (! $exists) {
+                DB::table('email_templates')->insert(array_merge($template, [
+                    'is_active'  => true,
+                    'created_at' => now(),
+                    'updated_at' => now(),
+                ]));
+            }
+        }
+    }
+
+    private function templates(): array
+    {
+        return [
+            // ── Submitter-facing ─────────────────────────────────────────────────
+
+            [
+                'slug'         => 'ticketing.ticket_received',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Received — Confirmation',
+                'subject'      => '[{{ticket_number}}] We received your request: {{ticket_subject}}',
+                'body'         => <<<'BODY'
+Hi {{submitter_name}},
+
+Thank you for reaching out. We've received your request and created a ticket for you.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+Team: {{group_name}}
+
+You can view your ticket and any updates here:
+{{ticket_url}}
+
+We'll be in touch as soon as possible.
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.ticket_closed',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Closed — Resolution Notice',
+                'subject'      => '[{{ticket_number}}] Your ticket has been resolved',
+                'body'         => <<<'BODY'
+Hi {{submitter_name}},
+
+Your ticket has been marked as resolved.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+Team: {{group_name}}
+
+{{resolution_note}}
+
+If you have further questions or the issue has not been fully resolved, you can reply to this email or reopen your ticket here:
+{{ticket_url}}
+
+Thank you,
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.status_changed',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Status Changed — Submitter Notice',
+                'subject'      => '[{{ticket_number}}] Your ticket status changed to {{new_status}}',
+                'body'         => <<<'BODY'
+Hi {{submitter_name}},
+
+The status of your ticket has been updated.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+Previous status: {{old_status}}
+New status: {{new_status}}
+
+View your ticket:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.ticket_reopened_submitter',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Reopened — Submitter Notice',
+                'subject'      => '[{{ticket_number}}] Your ticket has been reopened',
+                'body'         => <<<'BODY'
+Hi {{submitter_name}},
+
+Your ticket has been reopened and is being looked into again.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+
+View your ticket:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.agent_reply',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Agent Reply to Submitter',
+                'subject'      => '[{{ticket_number}}] Update on your ticket: {{ticket_subject}}',
+                'body'         => <<<'BODY'
+Hi {{submitter_name}},
+
+{{agent_name}} has replied to your ticket:
+
+---
+{{reply_body}}
+---
+
+View and reply to your ticket here:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.pending_waiting',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Pending — Waiting on Submitter',
+                'subject'      => '[{{ticket_number}}] We need more information from you',
+                'body'         => <<<'BODY'
+Hi {{submitter_name}},
+
+Your ticket is currently on hold while we wait for additional information from you.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+
+Please reply with the requested information so we can continue helping you:
+{{ticket_url}}
+
+If we don't hear back within a few days, this ticket may be closed automatically.
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.priority_changed_submitter',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Priority Changed — Submitter Notice',
+                'subject'      => '[{{ticket_number}}] Priority updated on your ticket',
+                'body'         => <<<'BODY'
+Hi {{submitter_name}},
+
+The priority of your ticket has been updated.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+Previous priority: {{old_priority}}
+New priority: {{new_priority}}
+
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.ticket_escalated_submitter',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Escalated — Submitter Notice',
+                'subject'      => '[{{ticket_number}}] Your ticket has been escalated',
+                'body'         => <<<'BODY'
+Hi {{submitter_name}},
+
+Your ticket has been escalated to ensure a faster resolution.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+
+{{escalation_reason}}
+
+We're treating this as a priority. You can track progress here:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            // ── Agent / internal notifications ───────────────────────────────────
+
+            [
+                'slug'         => 'ticketing.ticket_assigned_agent',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Assigned to Agent',
+                'subject'      => '[{{ticket_number}}] New ticket assigned to you: {{ticket_subject}}',
+                'body'         => <<<'BODY'
+Hi {{agent_name}},
+
+A ticket has been assigned to you.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+Submitted by: {{submitter_name}} ({{submitter_email}})
+Team: {{group_name}}
+Priority: {{priority_name}}
+
+View ticket:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.submitter_reply_agent',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Submitter Replied — Agent Notification',
+                'subject'      => '[{{ticket_number}}] {{submitter_name}} replied: {{ticket_subject}}',
+                'body'         => <<<'BODY'
+Hi {{agent_name}},
+
+{{submitter_name}} has replied to their ticket.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+
+---
+{{reply_body}}
+---
+
+View and respond:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.internal_note_agents',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Internal Note Posted — Agent Notification',
+                'subject'      => '[{{ticket_number}}] New internal note by {{note_author}}',
+                'body'         => <<<'BODY'
+Hi,
+
+{{note_author}} posted an internal note on ticket {{ticket_number}}.
+
+Subject: {{ticket_subject}}
+
+---
+{{note_body}}
+---
+
+View ticket:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.ticket_reopened_agent',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Reopened — Agent Notification',
+                'subject'      => '[{{ticket_number}}] Ticket reopened: {{ticket_subject}}',
+                'body'         => <<<'BODY'
+Hi {{agent_name}},
+
+A ticket you worked on has been reopened.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+Submitted by: {{submitter_name}}
+
+View ticket:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.unassigned_alert',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Unassigned Ticket Alert — Manager Notification',
+                'subject'      => '[{{ticket_number}}] Unassigned ticket needs attention: {{ticket_subject}}',
+                'body'         => <<<'BODY'
+Hi,
+
+A ticket in {{group_name}} has not been assigned to an agent.
+
+Ticket: {{ticket_number}}
+Subject: {{ticket_subject}}
+Submitted: {{submitted_at}}
+
+Please assign this ticket:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            [
+                'slug'         => 'ticketing.ticket_escalated_agents',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Ticket Escalated — Agent Notification',
+                'subject'      => '[ESCALATED] [{{ticket_number}}] {{ticket_subject}}',
+                'body'         => <<<'BODY'
+Hi {{agent_name}},
+
+Ticket {{ticket_number}} has been escalated.
+
+Subject: {{ticket_subject}}
+Submitted by: {{submitter_name}} ({{submitter_email}})
+Priority: {{priority_name}}
+
+Reason:
+{{escalation_reason}}
+
+This ticket requires immediate attention:
+{{ticket_url}}
+
+{{app_name}} Support
+BODY,
+            ],
+
+            // ── Email-to-ticket auto-reply ────────────────────────────────────────
+
+            [
+                'slug'         => 'ticketing.email_autoreply',
+                'snap_in_slug' => 'ticketing',
+                'name'         => 'Email Inbound — Auto Reply',
+                'subject'      => '[{{ticket_number}}] We received your message: {{ticket_subject}}',
+                'body'         => <<<'BODY'
+Hi {{sender_name}},
+
+Thank you for your email. We've created a support ticket on your behalf.
+
+Ticket: {{ticket_number}}
+Team: {{group_name}}
+
+You can track your request online here:
+{{ticket_url}}
+
+Please do not reply to this message — use the link above to add updates to your ticket.
+
+{{app_name}} Support
+BODY,
+            ],
+        ];
+    }
+}
diff --git a/src/Database/Seeders/TicketingDemoSeeder.php b/src/Database/Seeders/TicketingDemoSeeder.php
index 60b4b66..6c21ec7 100644
--- a/src/Database/Seeders/TicketingDemoSeeder.php
+++ b/src/Database/Seeders/TicketingDemoSeeder.php
@@ -17,15 +17,19 @@ class TicketingDemoSeeder extends Seeder
 {
     public function run(): void
     {
-        $admin = DB::table('users')->where('email', 'admin@vancouverchristian.org')->first();
-        $micah = DB::table('users')->where('email', 'micah@qa.test')->first();
-        $nahum = DB::table('users')->where('email', 'nahum@qa.test')->first();
+        // Use the first super admin, or fall back to any existing user
+        $admin = DB::table('users')->where('is_super_admin', 1)->first()
+            ?? DB::table('users')->first();
 
         if (! $admin) {
-            $this->command?->warn('TicketingDemoSeeder skipped: admin user not found.');
+            $this->command?->warn('TicketingDemoSeeder skipped: no users found in the database.');
             return;
         }
 
+        // Additional agents (QA test accounts if they exist)
+        $micah = DB::table('users')->where('email', 'micah@qa.test')->first();
+        $nahum = DB::table('users')->where('email', 'nahum@qa.test')->first();
+
         $users = collect([$admin, $micah, $nahum])->filter()->values();
 
         // Clear prior demo/QA ticketing data so the demo state stays coherent instead of
@@ -38,9 +42,9 @@ class TicketingDemoSeeder extends Seeder
         TicketingGroup::query()->delete();
 
         $groups = [
-            ['name' => 'IT Helpdesk', 'prefix' => 'IT', 'email_address' => 'helpdesk@vcs.local', 'color' => '#2563eb'],
-            ['name' => 'Facilities', 'prefix' => 'FAC', 'email_address' => 'facilities@vcs.local', 'color' => '#059669'],
-            ['name' => 'HR', 'prefix' => 'HR', 'email_address' => 'hr@vcs.local', 'color' => '#7c3aed'],
+            ['name' => 'IT Helpdesk', 'prefix' => 'IT',  'email_address' => 'helpdesk@vcs.local', 'color' => '#2563eb'],
+            ['name' => 'Facilities',  'prefix' => 'FAC', 'email_address' => 'facilities@vcs.local', 'color' => '#059669'],
+            ['name' => 'HR',          'prefix' => 'HR',  'email_address' => 'hr@vcs.local',         'color' => '#7c3aed'],
         ];
 
         $groupModels = collect();
@@ -52,94 +56,95 @@ class TicketingDemoSeeder extends Seeder
 
             foreach ($users as $index => $user) {
                 TicketingAgentAccess::firstOrCreate([
-                    'user_id' => $user->id,
+                    'user_id'  => $user->id,
                     'group_id' => $group->id,
                 ], [
                     'role' => $index === 0 ? 'manager' : 'agent',
                 ]);
             }
 
-            foreach ([
-                ['name' => 'Low', 'color' => '#94a3b8', 'sort_order' => 1],
-                ['name' => 'Medium', 'color' => '#3b82f6', 'sort_order' => 2],
-                ['name' => 'High', 'color' => '#f59e0b', 'sort_order' => 3],
-                ['name' => 'Urgent', 'color' => '#ef4444', 'sort_order' => 4],
-            ] as $priorityData) {
-                PriorityLevel::firstOrCreate([
-                    'group_id' => $group->id,
-                    'name' => $priorityData['name'],
-                ], [
-                    'color' => $priorityData['color'],
-                    'description' => null,
-                    'sort_order' => $priorityData['sort_order'],
-                ]);
+            // Global priorities — only seed once (first group iteration)
+            if (PriorityLevel::count() === 0) {
+                foreach ([
+                    ['name' => 'Low',    'color' => '#94a3b8', 'sort_order' => 1],
+                    ['name' => 'Medium', 'color' => '#3b82f6', 'sort_order' => 2],
+                    ['name' => 'High',   'color' => '#f59e0b', 'sort_order' => 3],
+                    ['name' => 'Urgent', 'color' => '#ef4444', 'sort_order' => 4],
+                ] as $priorityData) {
+                    PriorityLevel::firstOrCreate(
+                        ['name' => $priorityData['name']],
+                        ['color' => $priorityData['color'], 'description' => null, 'sort_order' => $priorityData['sort_order']]
+                    );
+                }
             }
 
             $projects = match ($group->prefix) {
                 'IT' => [
-                    ['name' => 'Chromebook Repairs', 'description' => 'Student device triage and repairs'],
-                    ['name' => 'Staff Accounts', 'description' => 'Login, MFA, and permissions issues'],
-                    ['name' => 'Classroom AV', 'description' => 'Projectors, panels, and sound systems'],
+                    ['name' => 'Chromebook Repairs',  'description' => 'Student device triage and repairs'],
+                    ['name' => 'Staff Accounts',       'description' => 'Login, MFA, and permissions issues'],
+                    ['name' => 'Classroom AV',         'description' => 'Projectors, panels, and sound systems'],
+                    ['name' => 'Network & Wi-Fi',      'description' => 'Connectivity and access point issues'],
                 ],
                 'FAC' => [
-                    ['name' => 'Work Orders', 'description' => 'General campus maintenance requests'],
-                    ['name' => 'HVAC', 'description' => 'Heating and cooling issues'],
-                    ['name' => 'Events Setup', 'description' => 'Room setup and teardown support'],
+                    ['name' => 'Work Orders',   'description' => 'General campus maintenance requests'],
+                    ['name' => 'HVAC',          'description' => 'Heating and cooling issues'],
+                    ['name' => 'Events Setup',  'description' => 'Room setup and teardown support'],
+                    ['name' => 'Grounds',       'description' => 'Exterior and landscaping requests'],
                 ],
                 default => [
-                    ['name' => 'Onboarding', 'description' => 'New hire setup and paperwork'],
-                    ['name' => 'Benefits', 'description' => 'Benefits questions and follow-up'],
+                    ['name' => 'Onboarding',       'description' => 'New hire setup and paperwork'],
+                    ['name' => 'Benefits',         'description' => 'Benefits questions and follow-up'],
                     ['name' => 'Policy Questions', 'description' => 'Staff handbook and policy clarifications'],
+                    ['name' => 'Payroll',          'description' => 'Pay queries and corrections'],
                 ],
             };
 
             foreach ($projects as $projectData) {
                 TicketingProject::firstOrCreate([
                     'group_id' => $group->id,
-                    'name' => $projectData['name'],
+                    'name'     => $projectData['name'],
                 ], [
                     'description' => $projectData['description'],
-                    'status' => 'active',
-                    'created_by' => $admin->id,
+                    'status'      => 'active',
+                    'created_by'  => $admin->id,
                 ]);
             }
 
             $groupModels->push($group->fresh(['priorityLevels', 'projects', 'agentAccess']));
         }
 
-        $submitterPool = $this->ensureSubmitterPool();
-        $statuses = ['open', 'in_progress', 'pending', 'resolved', 'closed'];
-        $ticketBlueprints = $this->ticketBlueprints();
+        $submitterPool    = $this->ensureSubmitterPool();
+        $statuses         = ['open', 'in_progress', 'pending', 'resolved', 'closed'];
+        $blueprints       = $this->ticketBlueprints();
+        $blueprintCount   = count($blueprints);
+        $ticketCount      = 45;
 
-        foreach (range(1, 50) as $i) {
-            $group = $groupModels[($i - 1) % $groupModels->count()];
-            $priority = $group->priorityLevels->random();
-            $project = $group->projects->random();
+        foreach (range(1, $ticketCount) as $i) {
+            $group     = $groupModels[($i - 1) % $groupModels->count()];
+            $priority  = $group->priorityLevels->random();
+            $project   = $group->projects->random();
             $submitter = $submitterPool[($i - 1) % count($submitterPool)];
             $assigneeId = $group->agentAccess->random()->user_id;
-            $blueprint = $ticketBlueprints[($i - 1) % count($ticketBlueprints)];
-            $createdAt = Carbon::now()->subDays(rand(0, 35))->subHours(rand(0, 23))->subMinutes(rand(0, 59));
-            $status = $statuses[array_rand($statuses)];
-
-            $title = $blueprint['title'];
-            if ($i > count($ticketBlueprints)) {
-                $title .= ' #' . $i;
-            }
+            $blueprint = $blueprints[($i - 1) % $blueprintCount];
+            $createdAt = Carbon::now()->subDays(rand(0, 45))->subHours(rand(0, 23))->subMinutes(rand(0, 59));
+            $status    = $statuses[array_rand($statuses)];
 
             $ticket = Ticket::updateOrCreate(
                 ['number' => $group->prefix . '-' . str_pad((string) $i, 4, '0', STR_PAD_LEFT)],
                 [
-                    'group_id' => $group->id,
+                    'group_id'    => $group->id,
                     'submitter_id' => $submitter['id'],
-                    'assigned_to' => in_array($status, ['open', 'resolved', 'closed']) && rand(0, 1) === 0 ? null : $assigneeId,
-                    'project_id' => $project->id,
-                    'title' => $title,
+                    'assigned_to' => in_array($status, ['open', 'resolved', 'closed']) && rand(0, 1) === 0
+                        ? null
+                        : $assigneeId,
+                    'project_id'  => $project->id,
+                    'title'       => $blueprint['title'],
                     'description' => $blueprint['description'],
-                    'status' => $status,
+                    'status'      => $status,
                     'priority_id' => $priority->id,
-                    'due_date' => rand(0, 1) ? $createdAt->copy()->addDays(rand(2, 14))->toDateString() : null,
-                    'created_at' => $createdAt,
-                    'updated_at' => $createdAt,
+                    'due_date'    => rand(0, 1) ? $createdAt->copy()->addDays(rand(2, 14))->toDateString() : null,
+                    'created_at'  => $createdAt,
+                    'updated_at'  => $createdAt,
                 ]
             );
 
@@ -154,14 +159,14 @@ class TicketingDemoSeeder extends Seeder
     private function ensureSubmitterPool(): array
     {
         $defaults = [
-            ['name' => 'Ava Teacher', 'email' => 'ava.teacher@vcs.local', 'role' => 'staff'],
-            ['name' => 'Ben EA', 'email' => 'ben.ea@vcs.local', 'role' => 'staff'],
-            ['name' => 'Chloe Office', 'email' => 'chloe.office@vcs.local', 'role' => 'staff'],
-            ['name' => 'Daniel Coach', 'email' => 'daniel.coach@vcs.local', 'role' => 'staff'],
-            ['name' => 'Emma Principal', 'email' => 'emma.principal@vcs.local', 'role' => 'admin'],
-            ['name' => 'Finn Student Services', 'email' => 'finn.services@vcs.local', 'role' => 'staff'],
-            ['name' => 'Grace Library', 'email' => 'grace.library@vcs.local', 'role' => 'staff'],
-            ['name' => 'Hudson Counsellor', 'email' => 'hudson.counsellor@vcs.local', 'role' => 'staff'],
+            ['name' => 'Ava Teacher',           'email' => 'ava.teacher@vcs.local'],
+            ['name' => 'Ben EA',                'email' => 'ben.ea@vcs.local'],
+            ['name' => 'Chloe Office',          'email' => 'chloe.office@vcs.local'],
+            ['name' => 'Daniel Coach',          'email' => 'daniel.coach@vcs.local'],
+            ['name' => 'Emma Principal',        'email' => 'emma.principal@vcs.local'],
+            ['name' => 'Finn Student Services', 'email' => 'finn.services@vcs.local'],
+            ['name' => 'Grace Library',         'email' => 'grace.library@vcs.local'],
+            ['name' => 'Hudson Counsellor',     'email' => 'hudson.counsellor@vcs.local'],
         ];
 
         $pool = [];
@@ -171,14 +176,14 @@ class TicketingDemoSeeder extends Seeder
 
             if (! $userId) {
                 $userId = DB::table('users')->insertGetId([
-                    'name' => $person['name'],
-                    'email' => $person['email'],
-                    'google_id' => 'demo-' . Str::slug($person['email']),
-                    'role' => $person['role'],
+                    'name'              => $person['name'],
+                    'email'             => $person['email'],
+                    'google_id'         => 'demo-' . Str::slug($person['email']),
+                    'is_super_admin'    => 0,
                     'email_verified_at' => now(),
-                    'password' => bcrypt(Str::random(32)),
-                    'created_at' => now(),
-                    'updated_at' => now(),
+                    'password'          => bcrypt(Str::random(32)),
+                    'created_at'        => now(),
+                    'updated_at'        => now(),
                 ]);
             }
 
@@ -190,64 +195,75 @@ class TicketingDemoSeeder extends Seeder
 
     private function seedThread(Ticket $ticket, array $submitter, TicketingGroup $group, string $status, Carbon $createdAt): void
     {
-        $agents = TicketingAgentAccess::where('group_id', $group->id)->pluck('user_id')->all();
+        $agents  = TicketingAgentAccess::where('group_id', $group->id)->pluck('user_id')->all();
         $agentId = $ticket->assigned_to ?: ($agents[0] ?? null);
 
         $messages = [
             [
-                'user_id' => $submitter['id'],
+                'user_id'      => $submitter['id'],
                 'author_email' => $submitter['email'],
-                'body' => $ticket->description,
-                'is_internal' => false,
-                'source' => rand(0, 3) === 0 ? 'email' : 'web',
-                'created_at' => $createdAt,
+                'body'         => $ticket->description,
+                'is_internal'  => false,
+                'source'       => rand(0, 3) === 0 ? 'email' : 'web',
+                'created_at'   => $createdAt,
             ],
         ];
 
         if ($agentId) {
             $messages[] = [
-                'user_id' => $agentId,
+                'user_id'      => $agentId,
                 'author_email' => null,
-                'body' => $this->agentReplyForStatus($status),
-                'is_internal' => false,
-                'source' => 'web',
-                'created_at' => $createdAt->copy()->addHours(rand(1, 8)),
+                'body'         => $this->agentReplyForStatus($status),
+                'is_internal'  => false,
+                'source'       => 'web',
+                'created_at'   => $createdAt->copy()->addHours(rand(1, 8)),
             ];
         }
 
         if (in_array($status, ['in_progress', 'pending', 'resolved', 'closed']) && $agentId) {
             $messages[] = [
-                'user_id' => $agentId,
+                'user_id'      => $agentId,
                 'author_email' => null,
-                'body' => $this->internalNoteForGroup($group->prefix),
-                'is_internal' => true,
-                'source' => 'web',
-                'created_at' => $createdAt->copy()->addHours(rand(2, 16)),
+                'body'         => $this->internalNoteForGroup($group->prefix),
+                'is_internal'  => true,
+                'source'       => 'web',
+                'created_at'   => $createdAt->copy()->addHours(rand(2, 16)),
+            ];
+        }
+
+        if (in_array($status, ['pending']) && $agentId) {
+            $messages[] = [
+                'user_id'      => $submitter['id'],
+                'author_email' => $submitter['email'],
+                'body'         => 'Thanks for looking into this. To answer your question — it started about a week ago and it does happen consistently.',
+                'is_internal'  => false,
+                'source'       => 'web',
+                'created_at'   => $createdAt->copy()->addHours(rand(3, 20)),
             ];
         }
 
         if (in_array($status, ['resolved', 'closed'])) {
             $messages[] = [
-                'user_id' => $submitter['id'],
+                'user_id'      => $submitter['id'],
                 'author_email' => $submitter['email'],
-                'body' => 'Thanks — that fixed it. Appreciate the quick help.',
-                'is_internal' => false,
-                'source' => 'web',
-                'created_at' => $createdAt->copy()->addHours(rand(10, 36)),
+                'body'         => 'Thanks — that fixed it. Appreciate the quick help.',
+                'is_internal'  => false,
+                'source'       => 'web',
+                'created_at'   => $createdAt->copy()->addHours(rand(10, 36)),
             ];
         }
 
         foreach ($messages as $message) {
             TicketMessage::create([
-                'ticket_id' => $ticket->id,
-                'user_id' => $message['user_id'],
-                'author_email' => $message['author_email'],
-                'body' => $message['body'],
-                'is_internal' => $message['is_internal'],
-                'source' => $message['source'],
+                'ticket_id'        => $ticket->id,
+                'user_id'          => $message['user_id'],
+                'author_email'     => $message['author_email'],
+                'body'             => $message['body'],
+                'is_internal'      => $message['is_internal'],
+                'source'           => $message['source'],
                 'email_message_id' => $message['source'] === 'email' ? '<' . Str::uuid() . '@vcs.local>' : null,
-                'created_at' => $message['created_at'],
-                'updated_at' => $message['created_at'],
+                'created_at'       => $message['created_at'],
+                'updated_at'       => $message['created_at'],
             ]);
         }
     }
@@ -255,48 +271,139 @@ class TicketingDemoSeeder extends Seeder
     private function agentReplyForStatus(string $status): string
     {
         return match ($status) {
-            'open' => 'Got it. We have this in the queue and will take a look shortly.',
+            'open'        => 'Got it. We have this in the queue and will take a look shortly.',
             'in_progress' => 'We are actively working on this now. I will update you once I have confirmed the fix.',
-            'pending' => 'We need one more detail before we can continue. When did you first notice the issue?',
-            'resolved' => 'This should now be fixed on our side. Please test when you have a minute.',
-            'closed' => 'Closing this out since the issue appears resolved. Reopen any time if it comes back.',
-            default => 'Thanks, we are on it.',
+            'pending'     => 'We need one more detail before we can continue. When did you first notice the issue?',
+            'resolved'    => 'This should now be fixed on our side. Please test when you have a minute.',
+            'closed'      => 'Closing this out since the issue appears resolved. Reopen any time if it comes back.',
+            default       => 'Thanks, we are on it.',
         };
     }
 
     private function internalNoteForGroup(string $prefix): string
     {
-        return match ($prefix) {
-            'IT' => 'Internal: likely permissions/device state issue. If no response by tomorrow, follow up and verify the user can reproduce on a second device.',
-            'FAC' => 'Internal: bundle with nearby work orders if possible. Check whether this is part of a recurring room issue before assigning external contractor time.',
-            'HR' => 'Internal: keep response factual and short. Confirm whether there is a policy or payroll dependency before promising a turnaround.',
-            default => 'Internal: triage complete, waiting on next action.',
+        $notes = match ($prefix) {
+            'IT' => [
+                'Internal: likely permissions/device state issue. If no response by tomorrow, follow up and verify the user can reproduce on a second device.',
+                'Internal: checked MDM — device is enrolled. May need remote wipe if issue persists.',
+                'Internal: similar issue came up last month, possibly related to the Chrome policy push from 2 weeks ago.',
+                'Internal: this looks like a profile sync error. Tried clearing cache remotely, should be resolved.',
+            ],
+            'FAC' => [
+                'Internal: bundle with nearby work orders if possible. Check whether this is part of a recurring room issue before assigning external contractor time.',
+                'Internal: parts are on order, ETA 3 business days. Keep submitter updated.',
+                'Internal: assigned to weekend crew, no disruption to classes expected.',
+                'Internal: this is the third report from this room — worth doing a full inspection.',
+            ],
+            default => [
+                'Internal: keep response factual and short. Confirm whether there is a policy or payroll dependency before promising a turnaround.',
+                'Internal: escalated to payroll for confirmation. Waiting on their response before replying to the submitter.',
+                'Internal: reviewed file, looks like a data entry error on our end. Will correct and follow up.',
+                'Internal: HR director has been looped in. Response expected by end of week.',
+            ],
         };
+
+        return $notes[array_rand($notes)];
     }
 
     private function ticketBlueprints(): array
     {
         return [
-            ['title' => 'Projector not turning on in Room 204', 'description' => 'The classroom projector in Room 204 is unresponsive this morning. Power button flashes once, then nothing.'],
-            ['title' => 'Need access to new staff shared drive', 'description' => 'I was added to the literacy team but still cannot see the shared Google Drive folder for curriculum planning.'],
-            ['title' => 'Chromebook cart missing three chargers', 'description' => 'We checked the Grade 6 cart and three chargers are missing. Two devices are already below 20%.'],
-            ['title' => 'Gym thermostat is stuck at 27°C', 'description' => 'The gym feels like a greenhouse. Thermostat shows 27 degrees and the cooling does not seem to be kicking in.'],
-            ['title' => 'Can’t print to office copier', 'description' => 'Print jobs sit in queue and then disappear. I have tried restarting my laptop and reconnecting to Wi-Fi.'],
-            ['title' => 'New employee onboarding checklist incomplete', 'description' => 'Our new EA starts Monday and I cannot find confirmation that payroll, email, and building access were submitted.'],
-            ['title' => 'Classroom speakers crackling during assemblies', 'description' => 'Audio from the wall speakers has a crackling/popping sound whenever we play laptop audio through HDMI.'],
-            ['title' => 'Request for additional key fob', 'description' => 'We need an extra key fob for evening custodial coverage at the elementary entrance.'],
-            ['title' => 'Google account keeps asking for password again', 'description' => 'My browser signs me out repeatedly and prompts for my password several times a day on the same Mac.'],
-            ['title' => 'Benefits question about dependent coverage', 'description' => 'I need clarification on whether orthodontics falls under the current dependent coverage plan.'],
-            ['title' => 'Broken desk in portable 3', 'description' => 'One of the student desks has a cracked support and is wobbling badly.'],
-            ['title' => 'Staff laptop camera not detected in Meet', 'description' => 'Google Meet says no camera found even though the MacBook camera works in Photo Booth.'],
-            ['title' => 'Request setup for parent info night', 'description' => 'Need 80 chairs, podium, projector, and two microphones in the gym for Thursday evening.'],
-            ['title' => 'Payroll question on missed stipend', 'description' => 'A coaching stipend does not appear on my latest pay statement and I need to know whether it is pending.'],
-            ['title' => 'Door closer slamming in west hallway', 'description' => 'The west hallway fire door slams shut hard enough to shake the frame.'],
-            ['title' => 'Need substitute teacher account reactivated', 'description' => 'A returning substitute cannot access school systems and says their previous login no longer works.'],
-            ['title' => 'Student device filter blocking approved site', 'description' => 'An approved curriculum site is being blocked for students during class and I need it for tomorrow.'],
-            ['title' => 'Request ergonomic chair assessment', 'description' => 'I am having back pain and would like an ergonomic review of my workstation setup.'],
-            ['title' => 'Water fountain on second floor leaking', 'description' => 'There is a slow but steady leak beneath the second-floor bottle filler station.'],
-            ['title' => 'Need permission to edit school calendar', 'description' => 'I can view but not edit the school-wide Google Calendar for athletics scheduling.'],
+            // ── IT ────────────────────────────────────────────────────────────
+            ['title' => 'Projector not turning on in Room 204',
+             'description' => 'The classroom projector in Room 204 is unresponsive this morning. Power button flashes once, then nothing.'],
+            ['title' => 'Need access to new staff shared drive',
+             'description' => 'I was added to the literacy team but still cannot see the shared Google Drive folder for curriculum planning.'],
+            ['title' => 'Chromebook cart missing three chargers',
+             'description' => 'We checked the Grade 6 cart and three chargers are missing. Two devices are already below 20%.'],
+            ['title' => 'Can\'t print to office copier',
+             'description' => 'Print jobs sit in queue and then disappear. I have tried restarting my laptop and reconnecting to Wi-Fi.'],
+            ['title' => 'Classroom speakers crackling during assemblies',
+             'description' => 'Audio from the wall speakers has a crackling/popping sound whenever we play laptop audio through HDMI.'],
+            ['title' => 'Google account keeps asking for password again',
+             'description' => 'My browser signs me out repeatedly and prompts for my password several times a day on the same Mac.'],
+            ['title' => 'Staff laptop camera not detected in Meet',
+             'description' => 'Google Meet says no camera found even though the MacBook camera works in Photo Booth.'],
+            ['title' => 'Need substitute teacher account reactivated',
+             'description' => 'A returning substitute cannot access school systems and says their previous login no longer works.'],
+            ['title' => 'Student device filter blocking approved site',
+             'description' => 'An approved curriculum site is being blocked for students during class and I need it for tomorrow.'],
+            ['title' => 'Need permission to edit school calendar',
+             'description' => 'I can view but not edit the school-wide Google Calendar for athletics scheduling.'],
+            ['title' => 'Smartboard touch screen not responding',
+             'description' => 'The SMART Board in room 115 powers on and displays correctly but touch input stopped working this morning.'],
+            ['title' => 'Wi-Fi dropping in the library wing',
+             'description' => 'Multiple staff have reported losing Wi-Fi connection in the library every afternoon around 1:30 PM.'],
+            ['title' => 'Password reset needed for new EA',
+             'description' => 'Our new educational assistant started today and cannot log in. It looks like the account was created but the password was never sent.'],
+            ['title' => 'Laptop won\'t connect to school network',
+             'description' => 'My personal MacBook was connecting to the staff network last week but now shows "cannot join" whenever I try.'],
+            ['title' => 'Grade 8 iPads not syncing with MDM',
+             'description' => 'The Grade 8 iPad cart shows 12 devices as out of compliance in our MDM. Apps are not installing.'],
+            ['title' => 'Classroom Apple TV not showing up',
+             'description' => 'The Apple TV in Room 309 disappeared from AirPlay device list on all our Macs. Tried a reboot — still not showing.'],
+
+            // ── Facilities ────────────────────────────────────────────────────
+            ['title' => 'Gym thermostat is stuck at 27°C',
+             'description' => 'The gym feels like a greenhouse. Thermostat shows 27 degrees and the cooling does not seem to be kicking in.'],
+            ['title' => 'Request for additional key fob',
+             'description' => 'We need an extra key fob for evening custodial coverage at the elementary entrance.'],
+            ['title' => 'Broken desk in portable 3',
+             'description' => 'One of the student desks has a cracked support and is wobbling badly.'],
+            ['title' => 'Request setup for parent info night',
+             'description' => 'Need 80 chairs, podium, projector, and two microphones in the gym for Thursday evening.'],
+            ['title' => 'Door closer slamming in west hallway',
+             'description' => 'The west hallway fire door slams shut hard enough to shake the frame.'],
+            ['title' => 'Water fountain on second floor leaking',
+             'description' => 'There is a slow but steady leak beneath the second-floor bottle filler station.'],
+            ['title' => 'Bathroom stall door hinge broken — girls\' washroom',
+             'description' => 'The middle stall door in the main floor girls\' washroom has a broken hinge and cannot close properly.'],
+            ['title' => 'Light bulbs out in staff parking lot',
+             'description' => 'Three of the five overhead lights in the north staff parking lot are burnt out. Safety concern after dark.'],
+            ['title' => 'Ceiling tile collapsed in room 112',
+             'description' => 'A ceiling tile in the corner of Room 112 fell overnight. Debris on the floor but no one was hurt.'],
+            ['title' => 'Exterior gate latch not catching',
+             'description' => 'The latch on the playground gate by the K-3 yard is not catching properly. Gate swings open on its own.'],
+            ['title' => 'Plumbing noise in staff washroom',
+             'description' => 'There is a loud knocking/banging noise coming from the pipes in the main floor staff washroom when the toilet is flushed.'],
+            ['title' => 'Cafeteria exhaust fan broken',
+             'description' => 'The exhaust fan in the cafeteria kitchen has stopped working. It is getting smoky during lunch prep.'],
+            ['title' => 'Window blinds broken in Grade 4 room',
+             'description' => 'Two of the three window blinds in Grade 4 classroom cannot be lowered. Afternoon sun is making it impossible to see the board.'],
+            ['title' => 'Graffiti on east exterior wall',
+             'description' => 'There is graffiti on the east-facing exterior wall near the secondary entrance that needs to be cleaned before the parent open house.'],
+
+            // ── HR ────────────────────────────────────────────────────────────
+            ['title' => 'New employee onboarding checklist incomplete',
+             'description' => 'Our new EA starts Monday and I cannot find confirmation that payroll, email, and building access were submitted.'],
+            ['title' => 'Benefits question about dependent coverage',
+             'description' => 'I need clarification on whether orthodontics falls under the current dependent coverage plan.'],
+            ['title' => 'Payroll question on missed stipend',
+             'description' => 'A coaching stipend does not appear on my latest pay statement and I need to know whether it is pending.'],
+            ['title' => 'Request ergonomic chair assessment',
+             'description' => 'I am having back pain and would like an ergonomic review of my workstation setup.'],
+            ['title' => 'Update emergency contact information',
+             'description' => 'I recently moved and need to update my emergency contact and home address on file.'],
+            ['title' => 'Parental leave documentation request',
+             'description' => 'I am planning parental leave starting in June and need to know what forms to submit and by when.'],
+            ['title' => 'Professional development funding approval',
+             'description' => 'I would like to attend a literacy conference in May and need to know if PD funding is still available for this year.'],
+            ['title' => 'Request for letter of employment',
+             'description' => 'My bank is requesting a letter of employment for a mortgage application. Can HR provide this?'],
+            ['title' => 'Sick leave balance inquiry',
+             'description' => 'I am not sure how many sick days I have remaining this year. The employee portal is not showing my balance.'],
+            ['title' => 'Contract renewal question for part-time staff',
+             'description' => 'My contract ends June 30 and I have not received any communication about renewal. Can someone confirm the status?'],
+            ['title' => 'Request to change payroll deposit account',
+             'description' => 'I recently switched banks and need to update my direct deposit information before the next pay cycle.'],
+            ['title' => 'Reference letter request for former employee',
+             'description' => 'A former staff member has asked us to provide a reference letter. Who should handle this and what is the process?'],
+            ['title' => 'Vacation carryover from previous school year',
+             'description' => 'I had unused vacation days from last year that were supposed to carry over. They are not showing up in my current balance.'],
+            ['title' => 'Volunteer supervision policy clarification',
+             'description' => 'We have a parent volunteer joining our classroom regularly. Do they need a criminal record check and what is our sign-in process?'],
+            ['title' => 'Request for resignation acknowledgement letter',
+             'description' => 'I submitted my resignation two weeks ago and have not received any written acknowledgement from the school.'],
         ];
     }
 }
diff --git a/src/Http/Controllers/TicketController.php b/src/Http/Controllers/TicketController.php
index 8c8d9e5..b50ba95 100644
--- a/src/Http/Controllers/TicketController.php
+++ b/src/Http/Controllers/TicketController.php
@@ -2,11 +2,17 @@
 
 namespace Dashboard\Ticketing\Http\Controllers;
 
+use App\Models\Setting;
 use Dashboard\Ticketing\Models\PriorityLevel;
 use Dashboard\Ticketing\Models\Ticket;
+use Dashboard\Ticketing\Models\TicketAttachment;
 use Dashboard\Ticketing\Models\TicketingAgentAccess;
 use Dashboard\Ticketing\Models\TicketingGroup;
 use Dashboard\Ticketing\Models\TicketingProject;
+use Dashboard\Ticketing\Models\TicketMessage;
+use Dashboard\Ticketing\Models\TicketParticipant;
+use Dashboard\Ticketing\Models\TicketStatus;
+use Dashboard\Ticketing\Models\TicketView;
 use Illuminate\Http\Request;
 use Illuminate\Routing\Controller;
 use Illuminate\Support\Facades\Auth;
@@ -51,29 +57,46 @@ class TicketController extends Controller
         return $messages->filter(fn($m) => !$m->is_internal)->values();
     }
 
+    private function loadUserPrefs(): array
+    {
+        $raw = Setting::get('ticketing.pref.' . Auth::id(), '{}');
+        $decoded = json_decode($raw, true);
+        return is_array($decoded) ? $decoded : [];
+    }
+
     public function index(Request $request): Response
     {
         $user = Auth::user();
         $agentGroupIds = $this->agentGroupIds();
         $isAgent = count($agentGroupIds) > 0;
 
+        // Merge saved prefs as defaults — URL params always win
+        $pref = $this->loadUserPrefs();
+        if (! $request->filled('filter') && ! empty($pref['filter'])) {
+            $request->merge(['filter' => $pref['filter']]);
+        }
+
         // If no groups exist at all, render a first-run / bootstrap state
         $totalGroups = TicketingGroup::count();
         if ($totalGroups === 0) {
             return Inertia::render('Ticketing/Index', [
-                'tickets' => ['data' => [], 'total' => 0, 'per_page' => 20, 'current_page' => 1, 'last_page' => 1],
-                'groups' => [],
-                'priorities' => [],
-                'projects' => [],
-                'isAgent' => $isAgent,
-                'filters' => [],
-                'ticketDetail' => null,
-                'detailAgents' => [],
-                'viewCounts' => ['all' => 0, 'mine' => 0, 'unassigned' => 0, 'pending' => 0, 'resolved' => 0],
-                'isBootstrap' => true,
+                'tickets'        => ['data' => [], 'total' => 0, 'per_page' => 20, 'current_page' => 1, 'last_page' => 1],
+                'groups'         => [],
+                'priorities'     => [],
+                'projects'       => [],
+                'ticketStatuses' => TicketStatus::orderBy('sort_order')->get(),
+                'isAgent'        => $isAgent,
+                'filters'        => [],
+                'ticketDetail'   => null,
+                'detailAgents'   => [],
+                'viewCounts'     => ['all' => 0, 'mine' => 0, 'unassigned' => 0, 'pending' => 0, 'resolved' => 0],
+                'isBootstrap'    => true,
+                'userPrefs'      => ['view_mode' => 'list', 'filter' => 'all'],
             ]);
         }
 
+        $closedSlugs = TicketStatus::where('is_closed', true)->pluck('slug')->toArray();
+
         $baseQuery = Ticket::query();
 
         if ($isAgent) {
@@ -84,18 +107,18 @@ class TicketController extends Controller
 
         $viewCounts = $isAgent
             ? [
-                'all' => (clone $baseQuery)->whereNotIn('status', ['resolved', 'closed'])->count(),
-                'mine' => (clone $baseQuery)->where('assigned_to', $user->id)->whereNotIn('status', ['resolved', 'closed'])->count(),
-                'unassigned' => (clone $baseQuery)->whereNull('assigned_to')->whereNotIn('status', ['resolved', 'closed'])->count(),
+                'all' => (clone $baseQuery)->whereNotIn('status', $closedSlugs)->count(),
+                'mine' => (clone $baseQuery)->where('assigned_to', $user->id)->whereNotIn('status', $closedSlugs)->count(),
+                'unassigned' => (clone $baseQuery)->whereNull('assigned_to')->whereNotIn('status', $closedSlugs)->count(),
                 'pending' => (clone $baseQuery)->where('status', 'pending')->count(),
-                'resolved' => (clone $baseQuery)->whereIn('status', ['resolved', 'closed'])->count(),
+                'resolved' => (clone $baseQuery)->whereIn('status', $closedSlugs)->count(),
             ]
             : [
                 'all' => (clone $baseQuery)->count(),
                 'mine' => 0,
                 'unassigned' => 0,
                 'pending' => (clone $baseQuery)->where('status', 'pending')->count(),
-                'resolved' => (clone $baseQuery)->whereIn('status', ['resolved', 'closed'])->count(),
+                'resolved' => (clone $baseQuery)->whereIn('status', $closedSlugs)->count(),
             ];
 
         $query = Ticket::with(['group', 'priority', 'project']);
@@ -122,9 +145,9 @@ class TicketController extends Controller
             } elseif ($request->filter === 'pending') {
                 $query->where('status', 'pending');
             } elseif ($request->filter === 'resolved') {
-                $query->whereIn('status', ['resolved', 'closed']);
+                $query->whereIn('status', $closedSlugs);
             } elseif (!$request->filled('status')) {
-                $query->whereNotIn('status', ['resolved', 'closed']);
+                $query->whereNotIn('status', $closedSlugs);
             }
         } else {
             $query->where('submitter_id', $user->id);
@@ -134,7 +157,7 @@ class TicketController extends Controller
             if ($request->filter === 'pending') {
                 $query->where('status', 'pending');
             } elseif ($request->filter === 'resolved') {
-                $query->whereIn('status', ['resolved', 'closed']);
+                $query->whereIn('status', $closedSlugs);
             }
         }
 
@@ -150,10 +173,7 @@ class TicketController extends Controller
         });
 
         $groups = TicketingGroup::when($isAgent, fn ($q) => $q->whereIn('id', $agentGroupIds))->get();
-        $priorities = PriorityLevel::whereNull('group_id')
-            ->orWhereIn('group_id', $agentGroupIds ?: [0])
-            ->orderBy('sort_order')
-            ->get();
+        $priorities = PriorityLevel::orderBy('sort_order')->get();
         $projects = TicketingProject::when($isAgent, fn ($q) => $q->whereIn('group_id', $agentGroupIds))
             ->where('status', 'active')
             ->get();
@@ -178,6 +198,7 @@ class TicketController extends Controller
                 'project',
                 'messages.attachments',
                 'attachments',
+                'views',
             ])->whereKey($request->detail);
 
             if ($isAgent) {
@@ -189,42 +210,56 @@ class TicketController extends Controller
             $dt = $detailQuery->first();
 
             if ($dt) {
+                $viewUserIds   = $isAgent ? $dt->views->pluck('user_id') : collect();
                 $detailUserIds = collect([$dt->submitter_id, $dt->assigned_to])
                     ->merge($dt->messages->pluck('user_id'))
+                    ->merge($viewUserIds)
                     ->filter()
                     ->unique();
                 $detailUsers = DB::table('users')->whereIn('id', $detailUserIds)->get(['id', 'name', 'email'])->keyBy('id');
 
                 $dt->submitter = $detailUsers[$dt->submitter_id] ?? null;
-                $dt->assignee = $dt->assigned_to ? ($detailUsers[$dt->assigned_to] ?? null) : null;
+                $dt->assignee  = $dt->assigned_to ? ($detailUsers[$dt->assigned_to] ?? null) : null;
 
-                // Bug #2: Filter internal notes for non-agents
+                // Filter internal notes for non-agents
                 $visibleMessages = $this->filterMessagesForRole($dt->messages, $isAgent);
                 $visibleMessages->each(function ($msg) use ($detailUsers) {
                     $msg->author = $msg->user_id ? ($detailUsers[$msg->user_id] ?? null) : null;
                 });
                 $dt->setRelation('messages', $visibleMessages);
 
+                // Augment views with user names (agents only — don't expose to submitters)
+                if ($isAgent) {
+                    $dt->views->each(fn($v) => $v->user = $detailUsers[$v->user_id] ?? null);
+                } else {
+                    $dt->setRelation('views', collect());
+                }
+
                 $ticketDetail = $dt;
 
                 if ($isAgent) {
-                    $agentIds = TicketingAgentAccess::where('group_id', $dt->group_id)->pluck('user_id');
+                    $agentIds     = TicketingAgentAccess::where('group_id', $dt->group_id)->pluck('user_id');
                     $detailAgents = DB::table('users')->whereIn('id', $agentIds)->get(['id', 'name', 'email']);
                 }
             }
         }
 
         return Inertia::render('Ticketing/Index', [
-            'tickets' => $tickets,
-            'groups' => $groups,
-            'priorities' => $priorities,
-            'projects' => $projects,
-            'isAgent' => $isAgent,
-            'filters' => $request->only(['group_id', 'status', 'priority_id', 'project_id', 'filter', 'detail']),
-            'ticketDetail' => $ticketDetail,
-            'detailAgents' => $detailAgents,
-            'viewCounts' => $viewCounts,
-            'isBootstrap' => false,
+            'tickets'       => $tickets,
+            'groups'        => $groups,
+            'priorities'    => $priorities,
+            'projects'      => $projects,
+            'ticketStatuses' => TicketStatus::orderBy('sort_order')->get(),
+            'isAgent'       => $isAgent,
+            'filters'       => $request->only(['group_id', 'status', 'priority_id', 'project_id', 'filter', 'detail']),
+            'ticketDetail'  => $ticketDetail,
+            'detailAgents'  => $detailAgents,
+            'viewCounts'    => $viewCounts,
+            'isBootstrap'   => false,
+            'userPrefs'     => [
+                'view_mode' => $pref['view_mode'] ?? 'list',
+                'filter'    => $pref['filter']    ?? 'all',
+            ],
         ]);
     }
 
@@ -246,11 +281,7 @@ class TicketController extends Controller
             ]);
         }
 
-        // Only pass global priorities + priorities scoped to accessible groups
-        $groupIds = $groups->pluck('id')->toArray();
-        $priorities = PriorityLevel::where(fn($q) => $q->whereNull('group_id')->orWhereIn('group_id', $groupIds))
-            ->orderBy('sort_order')
-            ->get();
+        $priorities = PriorityLevel::orderBy('sort_order')->get();
 
         return Inertia::render('Ticketing/Create', [
             'groups' => $groups,
@@ -319,12 +350,17 @@ class TicketController extends Controller
             abort(403);
         }
 
-        $ticket->load(['group', 'priority', 'project', 'messages', 'attachments']);
+        $ticket->load(['group', 'priority', 'project', 'messages', 'attachments', 'participants']);
 
         // Bug #2: Filter internal notes for submitters
         $visibleMessages = $this->filterMessagesForRole($ticket->messages, $isAgent);
 
-        $userIds = $visibleMessages->pluck('user_id')->filter()->unique();
+        $participantUserIds = $ticket->participants->pluck('user_id');
+        $userIds = $visibleMessages->pluck('user_id')
+            ->merge($participantUserIds)
+            ->push($ticket->submitter_id)
+            ->push($ticket->assigned_to)
+            ->filter()->unique();
         $users = DB::table('users')->whereIn('id', $userIds)->get(['id', 'name', 'email'])->keyBy('id');
 
         $visibleMessages->each(function ($msg) use ($users) {
@@ -333,21 +369,30 @@ class TicketController extends Controller
 
         $ticket->setRelation('messages', $visibleMessages);
 
+        // Attach submitter and assignee info
+        $ticket->submitter = $users[$ticket->submitter_id] ?? null;
+        $ticket->assignee  = $ticket->assigned_to ? ($users[$ticket->assigned_to] ?? null) : null;
+
+        // Augment participants with user info
+        $ticket->participants->each(function ($p) use ($users) {
+            $p->user = $users[$p->user_id] ?? null;
+        });
+
         $agents = [];
         if ($isAgent) {
             $agentIds = TicketingAgentAccess::where('group_id', $ticket->group_id)->pluck('user_id');
             $agents = DB::table('users')->whereIn('id', $agentIds)->get(['id', 'name', 'email']);
         }
 
-        $priorities = PriorityLevel::where(fn($q) => $q->whereNull('group_id')->orWhere('group_id', $ticket->group_id))
-            ->orderBy('sort_order')->get();
+        $priorities = PriorityLevel::orderBy('sort_order')->get();
 
         return Inertia::render('Ticketing/Show', [
-            'ticket' => $ticket,
-            'isAgent' => $isAgent,
-            'isManager' => $isAgent && $this->isManager($ticket->group_id),
-            'agents' => $agents,
-            'priorities' => $priorities,
+            'ticket'         => $ticket,
+            'isAgent'        => $isAgent,
+            'isManager'      => $isAgent && $this->isManager($ticket->group_id),
+            'agents'         => $agents,
+            'priorities'     => $priorities,
+            'ticketStatuses' => TicketStatus::orderBy('sort_order')->get(),
         ]);
     }
 
@@ -358,8 +403,7 @@ class TicketController extends Controller
         }
 
         $ticket->load(['group', 'priority', 'project']);
-        $priorities = PriorityLevel::where(fn($q) => $q->whereNull('group_id')->orWhere('group_id', $ticket->group_id))
-            ->orderBy('sort_order')->get();
+        $priorities = PriorityLevel::orderBy('sort_order')->get();
         $agentIds = TicketingAgentAccess::where('group_id', $ticket->group_id)->pluck('user_id');
         $agents = DB::table('users')->whereIn('id', $agentIds)->get(['id', 'name', 'email']);
         $projects = TicketingProject::where('group_id', $ticket->group_id)->get();
@@ -378,35 +422,48 @@ class TicketController extends Controller
             abort(403);
         }
 
-        // Bug #3: Valid assignees are users with agent access to this group
-        $validAssigneeIds = TicketingAgentAccess::where('group_id', $ticket->group_id)
+        // Determine effective group (may be changing via a transfer)
+        $targetGroupId = $request->filled('group_id')
+            ? (int) $request->input('group_id')
+            : $ticket->group_id;
+
+        // Valid assignees are agents of the target group
+        $validAssigneeIds = TicketingAgentAccess::where('group_id', $targetGroupId)
             ->pluck('user_id')
             ->toArray();
 
+        // Build valid status list from DB (exclude 'merged' — set only by the merge operation)
+        $validStatusSlugs = TicketStatus::where('slug', '!=', 'merged')->pluck('slug')->implode(',');
+
         $rules = [
-            'title' => 'sometimes|required|string|max:255',
+            'title'       => 'sometimes|required|string|max:255',
             'description' => 'sometimes|required|string',
-            'status' => 'sometimes|in:open,in_progress,pending,resolved,closed',
+            'status'      => "sometimes|in:{$validStatusSlugs}",
             'priority_id' => 'nullable|exists:ticketing_priority_levels,id',
-            'due_date' => 'nullable|date',
-            'project_id' => 'nullable|exists:ticketing_projects,id',
+            'due_date'    => 'nullable|date',
+            'project_id'  => 'nullable|exists:ticketing_projects,id',
+            'group_id'    => 'nullable|exists:ticketing_groups,id',
             'assigned_to' => 'nullable|in:' . implode(',', $validAssigneeIds ?: [0]),
         ];
 
         $validated = $request->validate($rules);
 
-        // Bug #4: priority_id must belong to this group or be global
-        if (!empty($validated['priority_id'])) {
-            $priority = PriorityLevel::find($validated['priority_id']);
-            if ($priority && $priority->group_id !== null && $priority->group_id !== $ticket->group_id) {
-                abort(422, 'Priority does not belong to this ticket\'s group.');
+        // Group transfer: requester must be a manager of the target group
+        if (!empty($validated['group_id']) && $validated['group_id'] !== $ticket->group_id) {
+            if (! $this->isManager((int) $validated['group_id'])) {
+                abort(403, 'You must be a manager of the destination group to transfer tickets.');
             }
+            // Clear assignee and project if they don't belong to the new group
+            $validated['assigned_to'] = null;
+            $validated['project_id']  = null;
+        } else {
+            unset($validated['group_id']); // no-op if unchanged
         }
 
-        // Bug #4: project_id must belong to this group
+        // project_id must belong to the effective group
         if (!empty($validated['project_id'])) {
             $project = TicketingProject::find($validated['project_id']);
-            if ($project && $project->group_id !== $ticket->group_id) {
+            if ($project && $project->group_id !== ($validated['group_id'] ?? $ticket->group_id)) {
                 abort(422, 'Project does not belong to this ticket\'s group.');
             }
         }
@@ -416,6 +473,50 @@ class TicketController extends Controller
         return back()->with('success', 'Ticket updated.');
     }
 
+    /**
+     * Record that an agent viewed this ticket (called after 10s of the pane being open).
+     * Throttled: at most one record per user per 2 hours per ticket.
+     */
+    public function recordView(Request $request, Ticket $ticket)
+    {
+        if (! $this->isAgent($ticket->group_id)) {
+            return response()->json(['ok' => false], 403);
+        }
+
+        $alreadySeen = TicketView::where('ticket_id', $ticket->id)
+            ->where('user_id', Auth::id())
+            ->where('viewed_at', '>=', now()->subHours(2))
+            ->exists();
+
+        if (! $alreadySeen) {
+            TicketView::create([
+                'ticket_id' => $ticket->id,
+                'user_id'   => Auth::id(),
+                'viewed_at' => now(),
+            ]);
+        }
+
+        return response()->json(['ok' => true]);
+    }
+
+    public function savePrefs(Request $request)
+    {
+        $validated = $request->validate([
+            'view_mode' => 'sometimes|in:list,kanban',
+            'filter'    => 'sometimes|in:all,mine,unassigned,pending,resolved',
+        ]);
+
+        if (empty($validated)) {
+            return response()->json(['ok' => false], 422);
+        }
+
+        $key     = 'ticketing.pref.' . Auth::id();
+        $current = json_decode(Setting::get($key, '{}'), true) ?: [];
+        Setting::set($key, json_encode(array_merge($current, $validated)));
+
+        return response()->json(['ok' => true]);
+    }
+
     public function destroy(Ticket $ticket)
     {
         if (!$this->isManager($ticket->group_id)) {
@@ -426,6 +527,204 @@ class TicketController extends Controller
         return redirect()->route('ticketing.index');
     }
 
+    /**
+     * Merge another ticket INTO this one.
+     * The source ticket's messages and attachments move here; source is marked merged.
+     */
+    public function merge(Request $request, Ticket $ticket)
+    {
+        if (! $this->isAgent($ticket->group_id)) {
+            abort(403);
+        }
+
+        $validated = $request->validate([
+            'source_number' => 'required|string',
+        ]);
+
+        $source = Ticket::where('number', $validated['source_number'])->first();
+
+        if (! $source) {
+            return back()->withErrors(['source_number' => 'Ticket not found.']);
+        }
+        if ($source->id === $ticket->id) {
+            return back()->withErrors(['source_number' => 'Cannot merge a ticket into itself.']);
+        }
+        if ($source->status === 'merged') {
+            return back()->withErrors(['source_number' => 'That ticket has already been merged.']);
+        }
+        if (! $this->isAgent($source->group_id)) {
+            return back()->withErrors(['source_number' => 'You do not have access to that ticket.']);
+        }
+
+        DB::transaction(function () use ($ticket, $source) {
+            // Move messages to this ticket
+            TicketMessage::where('ticket_id', $source->id)
+                ->update(['ticket_id' => $ticket->id]);
+
+            // Move attachments to this ticket
+            TicketAttachment::where('ticket_id', $source->id)
+                ->update(['ticket_id' => $ticket->id]);
+
+            // Add a system note marking the merge
+            TicketMessage::create([
+                'ticket_id'   => $ticket->id,
+                'user_id'     => Auth::id(),
+                'body'        => "Merged from ticket {$source->number}.",
+                'is_internal' => true,
+                'source'      => 'system',
+            ]);
+
+            // Add source's submitter as a participant (if not already the submitter of target)
+            if ($source->submitter_id !== $ticket->submitter_id) {
+                TicketParticipant::firstOrCreate(
+                    ['ticket_id' => $ticket->id, 'user_id' => $source->submitter_id],
+                    ['added_by'  => Auth::id()]
+                );
+            }
+
+            // Mark source as merged
+            $source->update([
+                'status'         => 'merged',
+                'merged_into_id' => $ticket->id,
+            ]);
+        });
+
+        return redirect()->route('ticketing.show', $ticket)
+            ->with('success', "Ticket {$source->number} merged in.");
+    }
+
+    /**
+     * Split this ticket — create a copy with a new number, same metadata, duplicated messages.
+     */
+    public function split(Request $request, Ticket $ticket)
+    {
+        if (! $this->isAgent($ticket->group_id)) {
+            abort(403);
+        }
+
+        $newTicket = DB::transaction(function () use ($ticket) {
+            $group  = TicketingGroup::findOrFail($ticket->group_id);
+            $number = $group->nextTicketNumber();
+
+            $newTicket = Ticket::create([
+                'number'      => $number,
+                'group_id'    => $ticket->group_id,
+                'submitter_id' => $ticket->submitter_id,
+                'assigned_to' => $ticket->assigned_to,
+                'project_id'  => $ticket->project_id,
+                'title'       => $ticket->title . ' (split)',
+                'description' => $ticket->description,
+                'status'      => 'open',
+                'priority_id' => $ticket->priority_id,
+                'due_date'    => $ticket->due_date,
+            ]);
+
+            // Duplicate messages (exclude system notes)
+            $ticket->load('messages');
+            foreach ($ticket->messages as $msg) {
+                TicketMessage::create([
+                    'ticket_id'        => $newTicket->id,
+                    'user_id'          => $msg->user_id,
+                    'author_email'     => $msg->author_email,
+                    'body'             => $msg->body,
+                    'is_internal'      => $msg->is_internal,
+                    'source'           => $msg->source,
+                ]);
+            }
+
+            // Cross-reference notes on both tickets
+            TicketMessage::create([
+                'ticket_id'   => $ticket->id,
+                'user_id'     => Auth::id(),
+                'body'        => "Split: new ticket {$newTicket->number} created from this ticket.",
+                'is_internal' => true,
+                'source'      => 'system',
+            ]);
+            TicketMessage::create([
+                'ticket_id'   => $newTicket->id,
+                'user_id'     => Auth::id(),
+                'body'        => "Split from ticket {$ticket->number}.",
+                'is_internal' => true,
+                'source'      => 'system',
+            ]);
+
+            return $newTicket;
+        });
+
+        return redirect()->route('ticketing.show', $newTicket)
+            ->with('success', "Ticket {$newTicket->number} created from split.");
+    }
+
+    /**
+     * Add a participant to a ticket.
+     */
+    public function addParticipant(Request $request, Ticket $ticket)
+    {
+        if (! $this->isAgent($ticket->group_id)) {
+            abort(403);
+        }
+
+        $validated = $request->validate([
+            'user_id' => 'required|integer|exists:users,id',
+        ]);
+
+        TicketParticipant::firstOrCreate(
+            ['ticket_id' => $ticket->id, 'user_id' => $validated['user_id']],
+            ['added_by'  => Auth::id()]
+        );
+
+        return back()->with('success', 'Participant added.');
+    }
+
+    /**
+     * Remove a participant from a ticket.
+     */
+    public function removeParticipant(Ticket $ticket, int $userId)
+    {
+        if (! $this->isAgent($ticket->group_id)) {
+            abort(403);
+        }
+
+        TicketParticipant::where('ticket_id', $ticket->id)
+            ->where('user_id', $userId)
+            ->delete();
+
+        return back()->with('success', 'Participant removed.');
+    }
+
+    /**
+     * Search users by name/email — for the participant picker.
+     * Returns up to 10 matches, excluding existing participants and the submitter.
+     */
+    public function searchUsers(Request $request, Ticket $ticket)
+    {
+        if (! $this->isAgent($ticket->group_id)) {
+            abort(403);
+        }
+
+        $q = $request->input('q', '');
+        if (strlen($q) < 2) {
+            return response()->json([]);
+        }
+
+        $excludeIds = $ticket->participants->pluck('user_id')
+            ->push($ticket->submitter_id)
+            ->filter()
+            ->unique()
+            ->values();
+
+        $users = DB::table('users')
+            ->where(function ($query) use ($q) {
+                $query->where('name', 'like', "%{$q}%")
+                      ->orWhere('email', 'like', "%{$q}%");
+            })
+            ->whereNotIn('id', $excludeIds)
+            ->limit(10)
+            ->get(['id', 'name', 'email']);
+
+        return response()->json($users);
+    }
+
     public function myTickets(): Response
     {
         $tickets = Ticket::where('submitter_id', Auth::id())
diff --git a/src/Http/Controllers/TicketingSettingsController.php b/src/Http/Controllers/TicketingSettingsController.php
index 5f50036..1ca9951 100644
--- a/src/Http/Controllers/TicketingSettingsController.php
+++ b/src/Http/Controllers/TicketingSettingsController.php
@@ -2,12 +2,13 @@
 
 namespace Dashboard\Ticketing\Http\Controllers;
 
+use App\Models\Setting;
 use Dashboard\Ticketing\Models\EmailConnection;
 use Dashboard\Ticketing\Models\PriorityLevel;
 use Dashboard\Ticketing\Models\TicketingAgentAccess;
 use Dashboard\Ticketing\Models\TicketingGroup;
 use Dashboard\Ticketing\Models\TicketingProject;
-use Illuminate\Validation\Rule;
+use Dashboard\Ticketing\Models\TicketStatus;
 use Illuminate\Http\Request;
 use Illuminate\Routing\Controller;
 use Illuminate\Support\Facades\Auth;
@@ -77,7 +78,7 @@ class TicketingSettingsController extends Controller
 
         $agents = $isBootstrap
             ? collect()
-            : TicketingAgentAccess::whereIn('group_id', $myGroupIds)->get();
+            : TicketingAgentAccess::whereIn('group_id', $myGroupIds)->with('group')->get();
 
         if ($agents->isNotEmpty()) {
             $agentUserIds = $agents->pluck('user_id')->unique();
@@ -87,8 +88,7 @@ class TicketingSettingsController extends Controller
 
         $priorities = $isBootstrap
             ? collect()
-            : PriorityLevel::where(fn($q) => $q->whereNull('group_id')->orWhereIn('group_id', $myGroupIds))
-                ->orderBy('sort_order')->get();
+            : PriorityLevel::orderBy('sort_order')->get();
 
         $projects = $isBootstrap
             ? collect()
@@ -101,14 +101,16 @@ class TicketingSettingsController extends Controller
             : EmailConnection::whereIn('group_id', $myGroupIds)->get();
 
         return Inertia::render('Ticketing/Settings', [
-            'groups' => $groups,
-            'agents' => $agents,
-            'priorities' => $priorities,
-            'projects' => $projects,
+            'groups'           => $groups,
+            'agents'           => $agents,
+            'priorities'       => $priorities,
+            'projects'         => $projects,
+            'ticketStatuses'   => TicketStatus::orderBy('sort_order')->get(),
             'emailConnections' => $emailConnections,
-            'myGroupIds' => $myGroupIds,
-            'isBootstrap' => $isBootstrap,
-            'isSiteAdmin' => $this->isSiteAdmin(),
+            'myGroupIds'       => $myGroupIds,
+            'isBootstrap'      => $isBootstrap,
+            'isSiteAdmin'      => $this->isSiteAdmin(),
+            'autoCloseDays'    => (int) Setting::get('ticketing.auto_close_days', 0),
         ]);
     }
 
@@ -150,11 +152,10 @@ class TicketingSettingsController extends Controller
             ];
             foreach ($defaults as $d) {
                 PriorityLevel::create([
-                    'group_id' => $group->id,
-                    'name' => $d['name'],
-                    'color' => $d['color'],
+                    'name'        => $d['name'],
+                    'color'       => $d['color'],
                     'description' => null,
-                    'sort_order' => $d['sort_order'],
+                    'sort_order'  => $d['sort_order'],
                 ]);
             }
         }
@@ -209,21 +210,17 @@ class TicketingSettingsController extends Controller
 
     public function storePriority(Request $request)
     {
-        $this->requireAgentAccess();
+        if (!$this->isSiteAdmin()) {
+            abort(403, 'Only site admins can manage global priorities.');
+        }
 
         $validated = $request->validate([
-            'name' => 'required|string|max:100',
-            'color' => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
+            'name'        => 'required|string|max:100',
+            'color'       => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
             'description' => 'nullable|string',
-            'sort_order' => 'integer|min:0',
-            'group_id' => 'nullable|exists:ticketing_groups,id',
+            'sort_order'  => 'integer|min:0',
         ]);
 
-        // If group_id given, caller must be manager of that group
-        if (!empty($validated['group_id'])) {
-            $this->requireManagerAccess($validated['group_id']);
-        }
-
         PriorityLevel::create($validated);
 
         return back()->with('success', 'Priority level created.');
@@ -231,33 +228,17 @@ class TicketingSettingsController extends Controller
 
     public function updatePriority(Request $request, PriorityLevel $priority)
     {
-        $this->requireAgentAccess();
-
-        if ($priority->group_id) {
-            $this->requireManagerAccess($priority->group_id);
-        } else {
-            // Global priorities require site admin
-            if (!$this->isSiteAdmin()) {
-                abort(403, 'Only site admins can manage global priorities.');
-            }
+        if (!$this->isSiteAdmin()) {
+            abort(403, 'Only site admins can manage global priorities.');
         }
 
         $validated = $request->validate([
-            'name' => 'required|string|max:100',
-            'color' => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
+            'name'        => 'required|string|max:100',
+            'color'       => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
             'description' => 'nullable|string',
-            'sort_order' => 'required|integer|min:0',
-            'group_id' => [
-                'nullable',
-                'exists:ticketing_groups,id',
-                Rule::in([$priority->group_id, null]),
-            ],
+            'sort_order'  => 'required|integer|min:0',
         ]);
 
-        if (!empty($validated['group_id'])) {
-            $this->requireManagerAccess($validated['group_id']);
-        }
-
         $priority->update($validated);
 
         return back()->with('success', 'Priority level updated.');
@@ -265,15 +246,8 @@ class TicketingSettingsController extends Controller
 
     public function destroyPriority(PriorityLevel $priority)
     {
-        $this->requireAgentAccess();
-
-        if ($priority->group_id) {
-            $this->requireManagerAccess($priority->group_id);
-        } else {
-            // Global priorities require site admin
-            if (!$this->isSiteAdmin()) {
-                abort(403, 'Only site admins can manage global priorities.');
-            }
+        if (!$this->isSiteAdmin()) {
+            abort(403, 'Only site admins can manage global priorities.');
         }
 
         if ($priority->tickets()->exists()) {
@@ -400,4 +374,97 @@ class TicketingSettingsController extends Controller
         $connection->delete();
         return back()->with('success', 'Email connection removed.');
     }
+
+    public function storeStatus(Request $request)
+    {
+        if (! $this->isSiteAdmin()) {
+            abort(403, 'Only site admins can manage ticket statuses.');
+        }
+
+        $validated = $request->validate([
+            'name'       => 'required|string|max:100',
+            'color'      => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
+            'sort_order' => 'required|integer|min:0',
+            'is_closed'  => 'boolean',
+        ]);
+
+        // Derive a slug from the name (lowercase, underscores) — must be unique
+        $slug = \Str::slug($validated['name'], '_');
+        if (TicketStatus::where('slug', $slug)->exists()) {
+            $slug = $slug . '_' . time();
+        }
+
+        TicketStatus::create([
+            'slug'       => $slug,
+            'name'       => $validated['name'],
+            'color'      => $validated['color'],
+            'sort_order' => $validated['sort_order'],
+            'is_closed'  => $request->boolean('is_closed', false),
+            'is_system'  => false,
+        ]);
+
+        return back()->with('success', 'Status created.');
+    }
+
+    public function updateStatus(Request $request, TicketStatus $status)
+    {
+        if (! $this->isSiteAdmin()) {
+            abort(403, 'Only site admins can manage ticket statuses.');
+        }
+
+        $validated = $request->validate([
+            'name'       => 'required|string|max:100',
+            'color'      => 'required|string|regex:/^#[0-9a-fA-F]{6}$/',
+            'sort_order' => 'required|integer|min:0',
+            'is_closed'  => 'boolean',
+        ]);
+
+        // System statuses: only allow name, color, sort_order to be changed — not is_closed
+        $update = [
+            'name'       => $validated['name'],
+            'color'      => $validated['color'],
+            'sort_order' => $validated['sort_order'],
+        ];
+        if (! $status->is_system) {
+            $update['is_closed'] = $request->boolean('is_closed', false);
+        }
+
+        $status->update($update);
+
+        return back()->with('success', 'Status updated.');
+    }
+
+    public function destroyStatus(TicketStatus $status)
+    {
+        if (! $this->isSiteAdmin()) {
+            abort(403, 'Only site admins can manage ticket statuses.');
+        }
+
+        if ($status->is_system) {
+            return back()->withErrors(['status' => 'System statuses cannot be deleted.']);
+        }
+
+        if ($status->tickets()->exists()) {
+            return back()->withErrors(['status' => 'Cannot delete a status that is in use by tickets.']);
+        }
+
+        $status->delete();
+
+        return back()->with('success', 'Status removed.');
+    }
+
+    public function updateAutomation(Request $request)
+    {
+        if (! $this->isSiteAdmin()) {
+            abort(403, 'Only site admins can manage automation settings.');
+        }
+
+        $validated = $request->validate([
+            'auto_close_days' => 'required|integer|min:0|max:365',
+        ]);
+
+        Setting::set('ticketing.auto_close_days', $validated['auto_close_days']);
+
+        return back()->with('success', 'Automation settings saved.');
+    }
 }
diff --git a/src/Models/PriorityLevel.php b/src/Models/PriorityLevel.php
index cc7475d..6e9f287 100644
--- a/src/Models/PriorityLevel.php
+++ b/src/Models/PriorityLevel.php
@@ -3,19 +3,13 @@
 namespace Dashboard\Ticketing\Models;
 
 use Illuminate\Database\Eloquent\Model;
-use Illuminate\Database\Eloquent\Relations\BelongsTo;
 use Illuminate\Database\Eloquent\Relations\HasMany;
 
 class PriorityLevel extends Model
 {
     protected $table = 'ticketing_priority_levels';
 
-    protected $fillable = ['group_id', 'name', 'color', 'description', 'sort_order'];
-
-    public function group(): BelongsTo
-    {
-        return $this->belongsTo(TicketingGroup::class, 'group_id');
-    }
+    protected $fillable = ['name', 'color', 'description', 'sort_order'];
 
     public function tickets(): HasMany
     {
diff --git a/src/Models/Ticket.php b/src/Models/Ticket.php
index 8140811..3426604 100644
--- a/src/Models/Ticket.php
+++ b/src/Models/Ticket.php
@@ -10,7 +10,7 @@ class Ticket extends Model
 {
     protected $fillable = [
         'number', 'group_id', 'submitter_id', 'assigned_to', 'project_id',
-        'title', 'description', 'status', 'priority_id', 'due_date',
+        'title', 'description', 'status', 'priority_id', 'due_date', 'merged_into_id',
     ];
 
     protected $casts = [
@@ -41,4 +41,19 @@ class Ticket extends Model
     {
         return $this->hasMany(TicketAttachment::class, 'ticket_id');
     }
+
+    public function views(): HasMany
+    {
+        return $this->hasMany(TicketView::class, 'ticket_id')->orderBy('viewed_at');
+    }
+
+    public function participants(): HasMany
+    {
+        return $this->hasMany(TicketParticipant::class, 'ticket_id');
+    }
+
+    public function mergedInto(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'merged_into_id');
+    }
 }
diff --git a/src/Models/TicketParticipant.php b/src/Models/TicketParticipant.php
new file mode 100644
index 0000000..3a9e175
--- /dev/null
+++ b/src/Models/TicketParticipant.php
@@ -0,0 +1,20 @@
+<?php
+
+namespace Dashboard\Ticketing\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class TicketParticipant extends Model
+{
+    public $timestamps = false;
+
+    const CREATED_AT = 'created_at';
+
+    protected $fillable = ['ticket_id', 'user_id', 'added_by'];
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class, 'ticket_id');
+    }
+}
diff --git a/src/Models/TicketStatus.php b/src/Models/TicketStatus.php
new file mode 100644
index 0000000..ce512af
--- /dev/null
+++ b/src/Models/TicketStatus.php
@@ -0,0 +1,23 @@
+<?php
+
+namespace Dashboard\Ticketing\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\HasMany;
+
+class TicketStatus extends Model
+{
+    protected $table = 'ticketing_statuses';
+
+    protected $fillable = ['slug', 'name', 'color', 'sort_order', 'is_closed', 'is_system'];
+
+    protected $casts = [
+        'is_closed' => 'boolean',
+        'is_system' => 'boolean',
+    ];
+
+    public function tickets(): HasMany
+    {
+        return $this->hasMany(Ticket::class, 'status', 'slug');
+    }
+}
diff --git a/src/Models/TicketView.php b/src/Models/TicketView.php
new file mode 100644
index 0000000..4139f94
--- /dev/null
+++ b/src/Models/TicketView.php
@@ -0,0 +1,20 @@
+<?php
+
+namespace Dashboard\Ticketing\Models;
+
+use Illuminate\Database\Eloquent\Model;
+use Illuminate\Database\Eloquent\Relations\BelongsTo;
+
+class TicketView extends Model
+{
+    public $timestamps = false;
+
+    protected $table    = 'ticket_views';
+    protected $fillable = ['ticket_id', 'user_id', 'viewed_at'];
+    protected $casts    = ['viewed_at' => 'datetime'];
+
+    public function ticket(): BelongsTo
+    {
+        return $this->belongsTo(Ticket::class);
+    }
+}
diff --git a/src/TicketingServiceProvider.php b/src/TicketingServiceProvider.php
index 519b4b5..97d68a8 100644
--- a/src/TicketingServiceProvider.php
+++ b/src/TicketingServiceProvider.php
@@ -12,5 +12,11 @@ class TicketingServiceProvider extends ServiceProvider
     {
         $this->loadMigrationsFrom(__DIR__.'/../database/migrations');
         $this->loadRoutesFrom(__DIR__.'/routes/ticketing.php');
+
+        if ($this->app->runningInConsole()) {
+            $this->commands([
+                \Dashboard\Ticketing\Console\Commands\AutoCloseTickets::class,
+            ]);
+        }
     }
 }
diff --git a/src/routes/ticketing.php b/src/routes/ticketing.php
index 8012774..1e051be 100644
--- a/src/routes/ticketing.php
+++ b/src/routes/ticketing.php
@@ -14,6 +14,7 @@ Route::middleware(['web', 'auth', 'app.access:ticketing'])
         // ── Fixed paths first (before any /{ticket} wildcards) ────────────────
 
         Route::get('/my-tickets', [TicketController::class, 'myTickets'])->name('my-tickets');
+        Route::post('/prefs',     [TicketController::class, 'savePrefs']) ->name('prefs.save');
         Route::get('/attachments/{attachment}', [TicketAttachmentController::class, 'show'])->name('attachments.show');
 
         Route::middleware('permission:ticketing.view,ticketing.manage')->group(function () {
@@ -41,6 +42,10 @@ Route::middleware(['web', 'auth', 'app.access:ticketing'])
             Route::post('/settings/email',                   [TicketingSettingsController::class, 'storeEmailConnection'])->name('settings.email.store');
             Route::put('/settings/email/{connection}',       [TicketingSettingsController::class, 'updateEmailConnection'])->name('settings.email.update');
             Route::delete('/settings/email/{connection}',    [TicketingSettingsController::class, 'destroyEmailConnection'])->name('settings.email.destroy');
+            Route::put('/settings/automation',               [TicketingSettingsController::class, 'updateAutomation'])    ->name('settings.automation.update');
+            Route::post('/settings/statuses',                [TicketingSettingsController::class, 'storeStatus'])         ->name('settings.statuses.store');
+            Route::put('/settings/statuses/{status}',        [TicketingSettingsController::class, 'updateStatus'])        ->name('settings.statuses.update');
+            Route::delete('/settings/statuses/{status}',     [TicketingSettingsController::class, 'destroyStatus'])       ->name('settings.statuses.destroy');
         });
 
         // ── Wildcard /{ticket} routes (last, after all fixed paths) ──────────
@@ -49,9 +54,15 @@ Route::middleware(['web', 'auth', 'app.access:ticketing'])
         });
 
         Route::middleware('permission:ticketing.manage')->group(function () {
-            Route::get('/{ticket}/edit',    [TicketController::class, 'edit'])   ->name('edit');
-            Route::put('/{ticket}',         [TicketController::class, 'update']) ->name('update');
-            Route::delete('/{ticket}',      [TicketController::class, 'destroy'])->name('destroy');
+            Route::get('/{ticket}/edit',                      [TicketController::class, 'edit'])              ->name('edit');
+            Route::put('/{ticket}',                           [TicketController::class, 'update'])            ->name('update');
+            Route::delete('/{ticket}',                        [TicketController::class, 'destroy'])           ->name('destroy');
+            Route::post('/{ticket}/view',                     [TicketController::class, 'recordView'])        ->name('tickets.view');
+            Route::post('/{ticket}/merge',                    [TicketController::class, 'merge'])             ->name('merge');
+            Route::post('/{ticket}/split',                    [TicketController::class, 'split'])             ->name('split');
+            Route::post('/{ticket}/participants',             [TicketController::class, 'addParticipant'])    ->name('participants.store');
+            Route::delete('/{ticket}/participants/{userId}',  [TicketController::class, 'removeParticipant'])->name('participants.destroy');
+            Route::get('/{ticket}/users/search',              [TicketController::class, 'searchUsers'])       ->name('users.search');
         });
 
         Route::middleware('permission:ticketing.view,ticketing.manage')->group(function () {