v0.12.8

The agent panel, redesigned. Pages under /agent now share a rail and top bar with a command palette (Cmd/Ctrl K), a dense inbox beside a detail pane, and a conversation-first ticket workspace with a customer and details panel and a lighter composer. Agents can resolve, reopen, snooze, reassign and move tickets without leaving the conversation, see toasts and loading states, set their status, and drive it all from the keyboard (j/k, g i, r, n, e, z, ...). Contrast and focus hold WCAG AA in both themes.

Every new prop (inbox, queue, agents, ticket.requester_tickets) is optional: a backend that sends none of them keeps working lists and tickets. The Laravel, NestJS, Rails, Django, Adonis, Symfony, Phoenix, Go, Spring and .NET backends send them from their 2026-11-04 releases. Read Upgrading below before deploying, and see docs/agent-panel.md for the prop shapes and routes.

Upgrading

• The agent panel is redesigned (#227 to #237). Pages under /agent
  use a rail and top bar instead of the old top navigation,
  Agent/TicketIndex is a list beside a detail pane, and Agent/TicketShow
  is a conversation-first workspace with a customer and details panel and a
  new composer. Page names and the props they already read are unchanged,
  and the admin layout is untouched. Hosts that restyle the agent pages with
  their own CSS should check them; the panel tokens (theme.panel) still
  apply.
• New optional agent page props, all listed in pages.json and
  documented in docs/agent-panel.md: inbox and queue on
  Agent/TicketIndex and Agent/TicketShow (rail counts, saved views, the
  queue title and stat strip), agents ([{ id, name }], for reassigning)
  on Agent/TicketShow, and ticket.requester_tickets (the customer's
  other conversations). A backend that sends none of them gets the same
  lists and tickets without counts, views, the reassign list or previous
  conversations. The escalated backends send them from their releases of
  2026-11-04.
• The customer panel reads only requester_tickets. It used to list
  related_tickets (linked tickets on escalated-laravel) as the customer's
  recent tickets; linked tickets now show under Related only.
• Snooze, unsnooze and agent status from the agent panel call
  escalated.agent.tickets.snooze / escalated.agent.tickets.unsnooze
  (the admin routes for admins) and, when the host has it,
  escalated.admin.chat.status. A backend without these routes keeps the
  rest of the panel; the actions fail with an error toast.
• TicketFilters gains showSearch and showSaveView (both true by
  default) and KeyboardShortcutHelp gains withList and agent; existing
  uses render as before.

Fixed

• Customer history. The customer tab listed related_tickets (a
  ticket's linked tickets on escalated-laravel) as the customer's recent
  tickets. The panel reads only requester_tickets.
• The composer's hidden file input has an accessible name.
• Light panel contrast. The light theme's tertiary text (#646b78), urgent
  priority (#b31b1b), SLA breach (#b91c1c) and SLA warning (#a34807)
  are a shade darker so they hold WCAG AA (4.5:1) on hovered, active and
  selected rows and on the urgent tint. Hosts that set these tokens keep
  their own values.
• Agent inbox rows. Hovering a row kept the initials circle but showed the
  browser's native checkbox (a black square in dark mode); on the ticket page,
  where rows are not selectable, the avatar vanished. Rows now keep the circle
  and show a token-styled checkbox only where rows can be selected. The first
  j/k lands on the current row instead of skipping it, and each age shows
  the full date and time on hover.
• Queues while searching. Searching, filtering, clicking a stat tile or
  paging inside a queue keeps its title and its highlight in the rail.
• Agent panel focus and contrast. Placeholders use the tertiary token
  (AA in both modes); the composer shows focus on its border; every control on
  the agent pages has the accent focus ring.
• Popovers. The tag picker is a filterable menu with tag colours that
  closes on Escape or a click outside. The filter popover drops its second
  search box and the "Save as View" button nothing listened to, and closes
  the same way. TicketFilters gains showSearch and showSaveView props,
  both defaulting to true.
• Keyboard help. KeyboardShortcutHelp is translated, uses the panel
  tokens without a blurred backdrop, takes focus and closes on Escape, and
  lists the keys each page binds (new withList and agent props; admin
  pages no longer list the agent-only g sequences).
• Layout. The list column is 340px from lg and 420px from xl, so the
  ticket keeps a usable width at 1024px. On a phone the section tabs stay on
  one line and the ticket header scrolls away with the thread while the
  composer stays docked.

Added

• Ticket actions in the agent panel: Resolve and Reopen buttons; a
  Snooze menu (1 hour, 4 hours, tomorrow, next Monday, or a date and time,
  and Unsnooze) using escalated.agent.tickets.snooze/unsnooze, or the
  admin routes for admins; reassigning to any agent in the new optional
  agents prop on Escalated/Agent/TicketShow ([{ id, name }], declared in
  pages.json); changing the department; previous and next ticket from the
  list (Shift K / Shift J); Ticket history in the overflow menu; z opens
  Snooze. Tag chips carry a tag icon in the tag's colour.
• PanelMenu takes item icons, an optional filterPlaceholder (a filter
  box beside the menu) and a default slot for a footer.
• Rail links match their counts. When the backend sends inbox.counts
  (open tickets), Inbox, Unassigned and All tickets open their lists with
  open=1, and views open as view=<id> (plus open=1 unless the view names
  a status). The list says "open" in its subline and offers "Include resolved"
  / "Open only"; "Clear filters" returns to the queue as the rail opens it.
• Feedback. Toasts for the backend flash and for ticket actions without
  one, inline send errors and a Sending state in the composer, a skeleton
  while the next ticket loads, a dimmed busy list while a search loads, a
  filtered-empty state with Clear filters, an unread dot, and a check on
  Copy link.
• Agent status. The rail footer and a top-bar avatar show the agent's
  status (Online, Away, Offline) with a dot and a menu, whether or not live
  chat is on. It reads the shared escalated.agent_status (or
  escalated.chat_status), then the browser's last choice, and posts changes
  to escalated.admin.chat.status when the host has that route. See
  docs/agent-panel.md.
• Semantic panel tokens, set by theme.panel in dark and light and each
  overridable by its camelCase name: --esc-panel-note-{bg,border,text},
  --esc-panel-selected-{bg,border} (from the accent),
  --esc-panel-primary-{bg,text} (accent with a readable text colour),
  --esc-priority-{low,medium,high,urgent} and --esc-sla-{ok,warn,breach}.
• useKeyboardShortcuts accepts two-key sequences such as 'g i'.

Changed

• A lighter, faster composer. Idle and empty it is 75px instead of 159px
  (one line under the tabs); focus, a draft, files or an open menu open it
  up, and the text box grows with the text up to 40% of the window. Public
  replies say who they go to; internal notes turn the whole composer amber.
  Ctrl/Cmd Shift Enter sends and resolves, and both shortcuts are shown on
  the Send button and its menu. Files can be dropped or pasted, and a draft
  can be discarded after a confirmation. At 1280×720 the conversation gets
  483px of height instead of 335px.
• Agent ticket workspace. The ticket header is 103px instead of 163px
  (283px with a long subject): the reference shares a row with the actions,
  the subject gets the full width (two lines at most), and status, priority,
  assignee, department and tags sit on one row of quiet controls. The
  conversation is the only main view and scrolls on its own under a fixed
  header, with the composer below it; messages are no longer cards. Customer
  messages, agent replies (accent rule), internal notes (amber, lock) and
  system events (from ticket.activities) are told apart, text keeps a
  760px measure, and attachments are compact file chips.
• The Details, Customer and Related tabs became a customer and details
  panel beside the conversation (from a 900px pane, so 1920px screens show
  it by default) or over it on demand (i, or the header button): customer,
  organization when sent, previous conversations, details and filled-in
  custom fields, related tickets, the knowledge base link and the ticket
  history, in collapsible sections. Plugin slots ticket.show.sidebar and
  ticket.show.context-panel render inside it.
• Denser agent inbox. Rows are 69px instead of 87px and name the
  requester on the first line beside the age; the reference moves next to the
  latest message preview. The four KPI tiles become a single row of filter
  toggles with icons (fire for Urgent, clock for SLA at risk, check for
  Resolved today), and the header is one title line with a short subline and
  a labelled New ticket icon button. At 1280×720 the list shows 7 rows instead
  of 5 (10 instead of 7 at 1440×900).
• The agent rail is a drawer below 1280px (was 1024px), so on a tablet
  the list and the ticket get the width. The list column is 360px up to
  1536px, then 400px. Rail items are 28px tall with tighter section spacing.
• Section tabs in the agent top bar have icons (Tickets, Dashboard,
  Knowledge base), hidden on phones where the tabs scroll.
• Agent ticket view. Agent/TicketShow keeps the inbox list beside the
  ticket on wide screens and shows the ticket in a new TicketDetailPane: the
  reference with a copy-link button, the subject, an overflow menu (macros,
  custom actions, merge, snooze, copy link) and a follow star; status and
  priority menus, tag chips with remove and add (the tags endpoint), and the
  assignee with a plain "Assign to me". Tabs: Conversation (oldest first,
  pinned notes on top, internal notes tinted with a lock, attachments as file
  cards), Details (a dense definition list of today's sidebar content),
  Customer (profile, recent tickets, the context panel data and its plugin
  slot) and Related (linked tickets, knowledge base, activity). The new
  Composer sits at the bottom: Reply / Internal note, attach, canned
  responses, emoji, bold, italic, link and list, a split Send with "Send and
  set waiting on customer" and "Send and resolve", Ctrl/Cmd Enter, and drafts
  saved per ticket and mode in localStorage. Live chats show the chat thread,
  chat composer and chat action bar instead; light agents get internal notes
  only. Shortcuts: r, n, s, p, f, a (assign to me), e
  (resolve), and the page's actions in the command palette. The optional
  inbox and queue props are accepted here too. ReplyComposer and
  TicketSidebar are unchanged and still exported.
• Agent inbox split view. Agent/TicketIndex is a list column (queue
  title and count, stat strip, search, a filter popover holding the existing
  TicketFilters, and dense rows with initials, reference, subject, preview,
  age, priority and SLA markers) beside a detail pane that says "Select a
  ticket" until one is opened. j/k move, x selects (the bulk bar is
  unchanged), Enter opens, / searches; arrow keys move between rows.
  Quick filters move to the queues in the rail. New optional props inbox
  and queue are documented in docs/agent-panel.md; a backend that sends
  neither gets the same list without counts, views or stats.
• Agent panel shell. Pages under /agent now use a rail and top bar in the
  same family as the admin panel instead of the old top navigation. The rail
  lists the workspace queues (Inbox, Unassigned, All tickets), saved views and
  live chats; the top bar has the section tabs (Tickets, Dashboard, Knowledge
  base when it is enabled) and a search button that opens a command palette
  (Cmd K / Ctrl K: open a ticket by reference, search tickets, run actions).
  g i, g u and g a go to the three queues. Counts and views appear when
  the backend sends the optional inbox page prop (documented with the inbox
  redesign); without it the rail shows the queues without numbers. The admin
  layout is unchanged. EscalatedLayout takes a new optional fullBleed prop
  for pages that lay out their own panes.
• README. The demo GIF opens on Pinecone, a made-up notes app, and
  then shows the redesigned agent panel (#230, #233); the social image shows
  the new agent inbox (#234).
• The widget bundle (dist/widget/escalated-widget.js) is rebuilt with
  Vue 3.5.44. The widget's source did not change.

Security

• Dev dependencies only; nothing here ships in the package (its one runtime
  dependency is @escalated-dev/locale).
  • npm audit fix moves follow-redirects to 1.16.2 (GHSA-mrwp-f3q8-3g9p)
    and joi to 18.3.1 (GHSA-4528-x5fx-h6hg).
  • eslint 10.14, eslint-plugin-vue 10.12, eslint-plugin-storybook and
    Storybook 10.6.5, @vue/test-utils 2.5.1: the latest releases of the
    packages that pull in minimatch and glob.
  • Even those latest releases still ask for minimatch ^10 and glob ^13,
    so npm overrides pin minimatch ^11.0.3 (GHSA-g3hv-75wg-m249) and
    glob ^14.0.3 (GHSA-3g3m-2fjr-6pw4). Their consumers (eslint,
    @eslint/config-array, @typescript-eslint/typescript-estree,
    editorconfig, js-beautify) only use Minimatch#match, minimatch(),
    escape(), globSync() and hasMagic(), which the new majors keep.
    Drop the overrides once those packages depend on the patched majors.