diff --git a/lib/Http/RouteRegistrar.php b/lib/Http/RouteRegistrar.php
index a6766d8..891f38a 100644
--- a/lib/Http/RouteRegistrar.php
+++ b/lib/Http/RouteRegistrar.php
@@ -19,8 +19,8 @@ final class RouteRegistrar
     {
         $coreRoutePaths = [];
         foreach ($catalog->coreRoutes() as $route) {
-            $path = trim((string) ($route['path'] ?? ''));
-            $target = trim((string) ($route['target'] ?? ''));
+            $path = trim($route['path']);
+            $target = trim($route['target']);
             if ($path === '' || $target === '') {
                 continue;
             }
@@ -31,9 +31,9 @@ final class RouteRegistrar
 
         $modulePaths = [];
         foreach ($this->moduleRegistry->getRoutes() as $route) {
-            $path = trim((string) ($route['path'] ?? ''));
-            $target = trim((string) ($route['target'] ?? ''));
-            $moduleId = trim((string) ($route['module_id'] ?? ''));
+            $path = trim($route['path']);
+            $target = trim($route['target']);
+            $moduleId = trim($route['module_id']);
             if ($path === '' || $target === '') {
                 continue;
             }
diff --git a/modules/helpdesk/lib/Module/Helpdesk/Service/BcODataGateway.php b/modules/helpdesk/lib/Module/Helpdesk/Service/BcODataGateway.php
index e1ae5c5..d8085c0 100644
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/BcODataGateway.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/BcODataGateway.php
@@ -47,7 +47,7 @@ class BcODataGateway
             return [];
         }
 
-        $escaped = $this->escapeODataString($query);
+        $escaped = $this->escapeODataStrictUserInput($query);
         $upperQuery = mb_strtoupper($escaped);
         $select = '&$select=No,Name,Search_Name,Address,City,Post_Code,Phone_No,E_Mail,Salesperson_Code';
         $baseUrl = $this->settingsGateway->buildEntityUrl(self::ENTITY_CUSTOMER);
@@ -108,13 +108,13 @@ class BcODataGateway
 
         $cityClause = '';
         if ($city !== '') {
-            $escapedCity = $this->escapeODataString($city);
+            $escapedCity = $this->escapeODataStrictUserInput($city);
             $cityClause = "startswith(City,'" . $escapedCity . "')";
         }
 
         $searchStrategies = [''];
         if ($search !== '') {
-            $escapedSearch = $this->escapeODataString($search);
+            $escapedSearch = $this->escapeODataStrictUserInput($search);
             $upperSearch = mb_strtoupper($escapedSearch);
             $searchStrategies = [
                 "contains(Search_Name,'" . $upperSearch . "') or contains(Name,'" . $escapedSearch . "') or contains(No,'" . $escapedSearch . "')",
@@ -180,7 +180,7 @@ class BcODataGateway
             return null;
         }
 
-        $escaped = $this->escapeODataString($customerNo);
+        $escaped = $this->escapeODataStrictUserInput($customerNo);
         $filter = "No eq '" . $escaped . "'";
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_CUSTOMER)
             . '?$filter=' . rawurlencode($filter)
@@ -199,20 +199,205 @@ class BcODataGateway
     /**
      * Get contacts for a customer by customer name.
      *
-     * BC OData does not support filtering by IntegrationCustomerNo, so we
-     * filter by Company_Name (the customer's name in the contact card).
-     *
      * @return array<int, array<string, mixed>>
      */
     public function getContactsForCustomer(string $customerNo, string $customerName = ''): array
     {
+        $result = $this->getContactsForCustomerWithMeta($customerNo, $customerName);
+
+        return $result['contacts'];
+    }
+
+    /**
+     * Get contacts for a customer with fallback metadata.
+     *
+     * @return array{
+     *   contacts: array<int, array<string, mixed>>,
+     *   meta: array{
+     *     source: string,
+     *     fallback_used: bool,
+     *     fallback_reason: string
+     *   }
+     * }
+     */
+    public function getContactsForCustomerWithMeta(string $customerNo, string $customerName = ''): array
+    {
+        $customerNo = trim($customerNo);
         $customerName = trim($customerName);
-        if ($customerName === '') {
+        if ($customerNo === '' || $customerName === '') {
+            return [
+                'contacts' => [],
+                'meta' => [
+                    'source' => 'primary.company_name',
+                    'fallback_used' => false,
+                    'fallback_reason' => '',
+                ],
+            ];
+        }
+
+        $primaryError = false;
+        $primaryContacts = [];
+
+        try {
+            $primaryContacts = $this->fetchContactsByField('Company_Name', $customerName);
+        } catch (\Throwable) {
+            $primaryError = true;
+        }
+
+        if ($primaryContacts !== []) {
+            return [
+                'contacts' => $primaryContacts,
+                'meta' => [
+                    'source' => 'primary.company_name',
+                    'fallback_used' => false,
+                    'fallback_reason' => '',
+                ],
+            ];
+        }
+
+        $fallbackReason = $primaryError ? 'primary_query_failed' : 'primary_empty';
+
+        try {
+            $integrationContacts = $this->fetchContactsByField('IntegrationCustomerNo', $customerNo);
+            if ($integrationContacts !== []) {
+                return [
+                    'contacts' => $integrationContacts,
+                    'meta' => [
+                        'source' => 'fallback.integration_customer_no',
+                        'fallback_used' => true,
+                        'fallback_reason' => $fallbackReason,
+                    ],
+                ];
+            }
+        } catch (\Throwable) {
+            // Continue with second fallback.
+        }
+
+        try {
+            $companyNoContacts = $this->fetchContactsByField('Company_No', $customerNo);
+            if ($companyNoContacts !== []) {
+                return [
+                    'contacts' => $companyNoContacts,
+                    'meta' => [
+                        'source' => 'fallback.company_no',
+                        'fallback_used' => true,
+                        'fallback_reason' => $fallbackReason,
+                    ],
+                ];
+            }
+        } catch (\Throwable) {
+            // Fall back to primary result (empty set).
+        }
+
+        return [
+            'contacts' => $this->dedupeRowsByNo($primaryContacts),
+            'meta' => [
+                'source' => 'primary.company_name',
+                'fallback_used' => false,
+                'fallback_reason' => '',
+            ],
+        ];
+    }
+
+    /**
+     * Get tickets for a customer by customer name.
+     *
+     * @return array<int, array<string, mixed>>
+     */
+    public function getTicketsForCustomer(string $customerNo, string $customerName = ''): array
+    {
+        $result = $this->getTicketsForCustomerWithMeta($customerNo, $customerName);
+
+        return $result['tickets'];
+    }
+
+    /**
+     * Get tickets for a customer with fallback metadata.
+     *
+     * @return array{
+     *   tickets: array<int, array<string, mixed>>,
+     *   meta: array{
+     *     source: string,
+     *     fallback_used: bool,
+     *     fallback_reason: string
+     *   }
+     * }
+     */
+    public function getTicketsForCustomerWithMeta(string $customerNo, string $customerName = ''): array
+    {
+        $customerNo = trim($customerNo);
+        $customerName = trim($customerName);
+        if ($customerNo === '' || $customerName === '') {
+            return [
+                'tickets' => [],
+                'meta' => [
+                    'source' => 'primary.company_contact_name',
+                    'fallback_used' => false,
+                    'fallback_reason' => '',
+                ],
+            ];
+        }
+
+        $primaryError = false;
+        $primaryTickets = [];
+
+        try {
+            $primaryTickets = $this->fetchTicketsByCompanyContactName($customerName);
+        } catch (\Throwable) {
+            $primaryError = true;
+        }
+
+        if ($primaryTickets !== []) {
+            return [
+                'tickets' => $primaryTickets,
+                'meta' => [
+                    'source' => 'primary.company_contact_name',
+                    'fallback_used' => false,
+                    'fallback_reason' => '',
+                ],
+            ];
+        }
+
+        $fallbackReason = $primaryError ? 'primary_query_failed' : 'primary_empty';
+        try {
+            $fallbackTickets = $this->fetchTicketsByCustomerNoFromLv($customerNo, $customerName);
+        } catch (\Throwable) {
+            $fallbackTickets = [];
+        }
+
+        if ($fallbackTickets !== []) {
+            return [
+                'tickets' => $fallbackTickets,
+                'meta' => [
+                    'source' => 'fallback.customer_no_lv',
+                    'fallback_used' => true,
+                    'fallback_reason' => $fallbackReason,
+                ],
+            ];
+        }
+
+        return [
+            'tickets' => $primaryTickets,
+            'meta' => [
+                'source' => 'primary.company_contact_name',
+                'fallback_used' => false,
+                'fallback_reason' => '',
+            ],
+        ];
+    }
+
+    /**
+     * @return array<int, array<string, mixed>>
+     */
+    private function fetchContactsByField(string $field, string $value): array
+    {
+        $value = trim($value);
+        if ($value === '') {
             return [];
         }
 
-        $escaped = $this->escapeODataString($customerName);
-        $filter = "Company_Name eq '" . $escaped . "'";
+        $escaped = $this->escapeODataTrustedLiteral($value);
+        $filter = $field . " eq '" . $escaped . "'";
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_CONTACT)
             . '?$filter=' . rawurlencode($filter)
             . '&$top=100'
@@ -223,25 +408,23 @@ class BcODataGateway
             return [];
         }
 
-        return $this->extractODataValues($response);
+        return $this->dedupeRowsByNo($this->extractODataValues($response));
     }
 
     /**
-     * Get tickets for a customer by customer name.
-     *
      * Uses the PBI_FP_Tickets entity (FactPage / Power BI view) which supports
-     * server-side $filter and $orderby — unlike the Card-based "Tickets" entity.
+     * server-side $filter and $orderby.
      *
      * @return array<int, array<string, mixed>>
      */
-    public function getTicketsForCustomer(string $customerNo, string $customerName = ''): array
+    private function fetchTicketsByCompanyContactName(string $customerName): array
     {
         $customerName = trim($customerName);
         if ($customerName === '') {
             return [];
         }
 
-        $escaped = $this->escapeODataString($customerName);
+        $escaped = $this->escapeODataTrustedLiteral($customerName);
         $filter = "Company_Contact_Name eq '" . $escaped . "'";
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKETS)
             . '?$filter=' . rawurlencode($filter)
@@ -254,7 +437,59 @@ class BcODataGateway
             return [];
         }
 
-        return $this->extractODataValues($response);
+        return $this->dedupeRowsByNo($this->extractODataValues($response));
+    }
+
+    /**
+     * Fallback ticket source by customer number using LV entity.
+     *
+     * @return array<int, array<string, mixed>>
+     */
+    private function fetchTicketsByCustomerNoFromLv(string $customerNo, string $customerName): array
+    {
+        $customerNo = trim($customerNo);
+        if ($customerNo === '') {
+            return [];
+        }
+
+        $escaped = $this->escapeODataTrustedLiteral($customerNo);
+        $filter = "Customer_No eq '" . $escaped . "'";
+        $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKETS_LV)
+            . '?$filter=' . rawurlencode($filter)
+            . '&$top=300'
+            . '&$select=' . rawurlencode('No,Customer_No,Category_1_Code,Escalation_Code,Ticket_State,Last_Activity_Date,Created_On,Process_Stage,Process_Code,Support_User_Name')
+            . '&$orderby=' . rawurlencode('Created_On desc');
+
+        $response = $this->request('GET', $url);
+        if ($response === null) {
+            return [];
+        }
+
+        $rows = $this->extractODataValues($response);
+        $mapped = [];
+        foreach ($rows as $row) {
+            if (!is_array($row)) {
+                continue;
+            }
+            $ticketNo = trim((string) ($row['No'] ?? ''));
+            if ($ticketNo === '') {
+                continue;
+            }
+
+            $mapped[] = [
+                'No' => $ticketNo,
+                'Description' => trim((string) ($row['Process_Code'] ?? '')),
+                'Company_Contact_Name' => $customerName,
+                'Current_Contact_Name' => '',
+                'Category_1_Description' => trim((string) ($row['Category_1_Code'] ?? '')),
+                'Ticket_State' => trim((string) ($row['Ticket_State'] ?? '')),
+                'Support_User_Name' => trim((string) ($row['Support_User_Name'] ?? '')),
+                'Created_On' => trim((string) ($row['Created_On'] ?? '')),
+                'Last_Activity_Date' => trim((string) ($row['Last_Activity_Date'] ?? '')),
+            ];
+        }
+
+        return $this->dedupeRowsByNo($mapped);
     }
 
     /**
@@ -275,7 +510,7 @@ class BcODataGateway
         }
 
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_ESCALATION)
-            . '?$top=200'
+            . '?$top=50'
             . '&$select=' . rawurlencode('Code,Description,Target_Time,No_of_Escalation_Level')
             . '&$orderby=' . rawurlencode('Code asc');
 
@@ -305,11 +540,11 @@ class BcODataGateway
             return [];
         }
 
-        $escaped = $this->escapeODataString($customerNo);
+        $escaped = $this->escapeODataTrustedLiteral($customerNo);
         $filter = "Customer_No eq '" . $escaped . "'";
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKETS_LV)
             . '?$filter=' . rawurlencode($filter)
-            . '&$top=250'
+            . '&$top=200'
             . '&$select=' . rawurlencode('No,Customer_No,Category_1_Code,Escalation_Code,Ticket_State,Last_Activity_Date')
             . '&$orderby=' . rawurlencode('Last_Activity_Date desc');
 
@@ -336,11 +571,11 @@ class BcODataGateway
             return [];
         }
 
-        $escaped = $this->escapeODataString($customerNo);
+        $escaped = $this->escapeODataTrustedLiteral($customerNo);
         $filter = "Customer_No eq '" . $escaped . "'";
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKETS_LV)
             . '?$filter=' . rawurlencode($filter)
-            . '&$top=500'
+            . '&$top=300'
             . '&$select=' . rawurlencode('No,Customer_No,Category_1_Code,Escalation_Code,Ticket_State,Last_Activity_Date,Created_On,Process_Stage,Process_Code,Support_User_Name')
             . '&$orderby=' . rawurlencode('Created_On desc');
 
@@ -418,7 +653,7 @@ class BcODataGateway
      */
     private function fetchContractsByCustomerField(string $customerNo, string $customerField, string $select): array
     {
-        $escaped = $this->escapeODataString($customerNo);
+        $escaped = $this->escapeODataTrustedLiteral($customerNo);
         $filter = $customerField . " eq '" . $escaped . "'";
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_CONTRACTS)
             . '?$filter=' . rawurlencode($filter)
@@ -446,12 +681,12 @@ class BcODataGateway
             return [];
         }
 
-        $escaped = $this->escapeODataString($customerNo);
+        $escaped = $this->escapeODataTrustedLiteral($customerNo);
         $filter = "Customer_No eq '" . $escaped . "'";
         $select = 'Header_No,Line_No,PI_Header_State,PI_Header_Description,Type,Description,Quantity,Unit_of_Measure_Code,Unit_Price,Line_Discount_Percent,Line_Amount,Line_State,Starting_Date,Ending_Date,Position,Attached_to_Line_No';
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_CONTRACT_LINES)
             . '?$filter=' . rawurlencode($filter)
-            . '&$top=500'
+            . '&$top=300'
             . '&$select=' . rawurlencode($select)
             . '&$orderby=' . rawurlencode('Header_No asc,Line_No asc');
 
@@ -475,7 +710,7 @@ class BcODataGateway
             return null;
         }
 
-        $escaped = $this->escapeODataString($ticketNo);
+        $escaped = $this->escapeODataStrictUserInput($ticketNo);
         $filter = "No eq '" . $escaped . "'";
         $url = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKETS)
             . '?$filter=' . rawurlencode($filter)
@@ -509,7 +744,7 @@ class BcODataGateway
             return [];
         }
 
-        $escaped = $this->escapeODataString($ticketNo);
+        $escaped = $this->escapeODataStrictUserInput($ticketNo);
         $filter = "Support_Ticket_No eq '" . $escaped . "'";
 
         // Fetch detailed log (user, time, Record_ID)
@@ -529,21 +764,31 @@ class BcODataGateway
             return [];
         }
 
-        // Fetch status subtypes (human-readable state names)
-        $lvUrl = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKET_LOG_LV)
-            . '?$filter=' . rawurlencode($filter)
-            . '&$orderby=' . rawurlencode('Entry_No desc')
-            . '&$top=100'
-            . '&$select=Entry_No,State_Subtype';
+        // Only fetch status subtypes if detail entries contain status-type rows
+        $hasStatusEntries = false;
+        foreach ($entries as $entry) {
+            if (($entry['Type'] ?? '') === 'Status') {
+                $hasStatusEntries = true;
+                break;
+            }
+        }
 
-        $lvResponse = $this->request('GET', $lvUrl);
         $subtypeMap = [];
-        if ($lvResponse !== null) {
-            foreach ($this->extractODataValues($lvResponse) as $lv) {
-                $entryNo = $lv['Entry_No'] ?? null;
-                $subtype = (string) ($lv['State_Subtype'] ?? '');
-                if ($entryNo !== null && $subtype !== '' && $subtype !== '0') {
-                    $subtypeMap[$entryNo] = $subtype;
+        if ($hasStatusEntries) {
+            $lvUrl = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKET_LOG_LV)
+                . '?$filter=' . rawurlencode($filter)
+                . '&$orderby=' . rawurlencode('Entry_No desc')
+                . '&$top=100'
+                . '&$select=Entry_No,State_Subtype';
+
+            $lvResponse = $this->request('GET', $lvUrl);
+            if ($lvResponse !== null) {
+                foreach ($this->extractODataValues($lvResponse) as $lv) {
+                    $entryNo = $lv['Entry_No'] ?? null;
+                    $subtype = (string) ($lv['State_Subtype'] ?? '');
+                    if ($entryNo !== null && $subtype !== '' && $subtype !== '0') {
+                        $subtypeMap[$entryNo] = $subtype;
+                    }
                 }
             }
         }
@@ -639,7 +884,7 @@ class BcODataGateway
             return ['error' => 'Not configured or empty customer number'];
         }
 
-        $escapedCustomerNo = $this->escapeODataString($customerNo);
+        $escapedCustomerNo = $this->escapeODataStrictUserInput($customerNo);
         $results = [];
 
         // 1. Customer entity
@@ -656,7 +901,7 @@ class BcODataGateway
         // 2. Contact entity — filter by Company_Name
         $contactBaseUrl = $this->settingsGateway->buildEntityUrl(self::ENTITY_CONTACT);
         if ($customerName !== '') {
-            $escapedCustomerName = $this->escapeODataString((string) $customerName);
+            $escapedCustomerName = $this->escapeODataTrustedLiteral((string) $customerName);
             $contactFilteredUrl = $contactBaseUrl
                 . '?$filter=' . rawurlencode("Company_Name eq '" . $escapedCustomerName . "'")
                 . '&$top=10&$select=' . rawurlencode('No,Name,Type,Company_No,Company_Name,E_Mail,Phone_No,Job_Title');
@@ -668,7 +913,7 @@ class BcODataGateway
         // 3. Tickets entity (PBI_FP_Tickets) — filter by Company_Contact_Name
         $ticketsBaseUrl = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKETS);
         if ($customerName !== '') {
-            $escapedCustomerName = $this->escapeODataString((string) $customerName);
+            $escapedCustomerName = $this->escapeODataTrustedLiteral((string) $customerName);
             $ticketsFilteredUrl = $ticketsBaseUrl
                 . '?$filter=' . rawurlencode("Company_Contact_Name eq '" . $escapedCustomerName . "'")
                 . '&$top=10&$orderby=' . rawurlencode('Created_On desc')
@@ -887,15 +1132,35 @@ class BcODataGateway
     }
 
     /**
-     * Sanitize and escape a string for use inside an OData $filter string literal.
-     *
-     * Rejects characters that could manipulate OData filter logic (parentheses,
-     * boolean operators). Only allows letters, digits, spaces, dots, hyphens,
-     * underscores, umlauts and common punctuation.
+     * @param array<int, array<string, mixed>> $rows
+     * @return array<int, array<string, mixed>>
+     */
+    private function dedupeRowsByNo(array $rows): array
+    {
+        $uniqueRows = [];
+        foreach ($rows as $row) {
+            if (!is_array($row)) {
+                continue;
+            }
+
+            $no = trim((string) ($row['No'] ?? ''));
+            $rowKey = $no !== '' ? $no : md5((string) json_encode($row));
+            if (isset($uniqueRows[$rowKey])) {
+                continue;
+            }
+
+            $uniqueRows[$rowKey] = $row;
+        }
+
+        return array_values($uniqueRows);
+    }
+
+    /**
+     * Sanitize and escape a user-provided string for use in OData filters.
      *
      * @throws \InvalidArgumentException If the value contains disallowed characters.
      */
-    private function escapeODataString(string $value): string
+    private function escapeODataStrictUserInput(string $value): string
     {
         if (preg_match('/^[\p{L}\p{N}\s.\-_@\/&,;:#+*]+$/u', $value) !== 1) {
             throw new \InvalidArgumentException('Search query contains invalid characters.');
@@ -904,6 +1169,14 @@ class BcODataGateway
         return str_replace("'", "''", $value);
     }
 
+    /**
+     * Escape trusted literals (e.g. BC-sourced names/codes) for OData filters.
+     */
+    private function escapeODataTrustedLiteral(string $value): string
+    {
+        return str_replace("'", "''", trim($value));
+    }
+
     private function resolveCurrentTenantId(): int
     {
         $session = $this->sessionStore->all();
diff --git a/modules/helpdesk/lib/Module/Helpdesk/Service/BcSoapGateway.php b/modules/helpdesk/lib/Module/Helpdesk/Service/BcSoapGateway.php
index 43050cf..c0a1939 100644
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/BcSoapGateway.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/BcSoapGateway.php
@@ -109,14 +109,14 @@ class BcSoapGateway
         }
 
         $parsed = $this->parseGetTicketCommunicationTextResponse($rawBody);
-        if (!($parsed['ok'] ?? false)) {
+        if (!$parsed['ok']) {
             return [
                 'ok' => false,
                 'soap_used' => false,
                 'return_value' => 0,
                 'communication_text' => '',
                 'message_entries' => '',
-                'error' => (string) ($parsed['error'] ?? 'Could not parse SOAP response'),
+                'error' => isset($parsed['error']) ? (string) $parsed['error'] : 'Could not parse SOAP response',
             ];
         }
 
diff --git a/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php b/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
index c50e96f..a99a316 100644
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
@@ -56,7 +56,16 @@ class DebitorDetailService
     /**
      * Load contacts for a customer (for async data endpoint).
      *
-     * @return array{ok: bool, contacts?: array<int, array<string, mixed>>, error?: string}
+     * @return array{
+     *   ok: bool,
+     *   contacts?: array<int, array<string, mixed>>,
+     *   meta?: array{
+     *     source: string,
+     *     fallback_used: bool,
+     *     fallback_reason: string
+     *   },
+     *   error?: string
+     * }
      */
     public function loadContacts(string $customerNo, string $customerName): array
     {
@@ -72,18 +81,38 @@ class DebitorDetailService
         }
 
         try {
-            $contacts = $this->bcODataGateway->getContactsForCustomer($customerNo, $customerName);
+            $result = $this->bcODataGateway->getContactsForCustomerWithMeta($customerNo, $customerName);
         } catch (\Throwable $e) {
             return ['ok' => false, 'error' => $e->getMessage()];
         }
 
-        return ['ok' => true, 'contacts' => $contacts];
+        $contacts = $result['contacts'];
+        $meta = $result['meta'];
+
+        return [
+            'ok' => true,
+            'contacts' => $contacts,
+            'meta' => [
+                'source' => $meta['source'],
+                'fallback_used' => $meta['fallback_used'],
+                'fallback_reason' => $meta['fallback_reason'],
+            ],
+        ];
     }
 
     /**
      * Load tickets for a customer (for async data endpoint).
      *
-     * @return array{ok: bool, tickets?: array<int, array<string, mixed>>, error?: string}
+     * @return array{
+     *   ok: bool,
+     *   tickets?: array<int, array<string, mixed>>,
+     *   meta?: array{
+     *     source: string,
+     *     fallback_used: bool,
+     *     fallback_reason: string
+     *   },
+     *   error?: string
+     * }
      */
     public function loadTickets(string $customerNo, string $customerName): array
     {
@@ -99,12 +128,23 @@ class DebitorDetailService
         }
 
         try {
-            $tickets = $this->bcODataGateway->getTicketsForCustomer($customerNo, $customerName);
+            $result = $this->bcODataGateway->getTicketsForCustomerWithMeta($customerNo, $customerName);
         } catch (\Throwable $e) {
             return ['ok' => false, 'error' => $e->getMessage()];
         }
 
-        return ['ok' => true, 'tickets' => $tickets];
+        $tickets = $result['tickets'];
+        $meta = $result['meta'];
+
+        return [
+            'ok' => true,
+            'tickets' => $tickets,
+            'meta' => [
+                'source' => $meta['source'],
+                'fallback_used' => $meta['fallback_used'],
+                'fallback_reason' => $meta['fallback_reason'],
+            ],
+        ];
     }
 
     /**
@@ -162,7 +202,7 @@ class DebitorDetailService
 
         $tickets = is_array($result['tickets'] ?? null) ? $result['tickets'] : [];
         $escalation = $this->loadEscalationHealth($customerNo, $tickets);
-        if (!($escalation['ok'] ?? false)) {
+        if (!$escalation['ok']) {
             $escalation = null;
         }
 
@@ -277,7 +317,7 @@ class DebitorDetailService
             }
 
             $targetSeconds = $targetSecondsByCode[$escalationCode] ?? null;
-            if (!is_int($targetSeconds) || $targetSeconds <= 0) {
+            if (!is_int($targetSeconds)) {
                 continue;
             }
 
@@ -316,12 +356,12 @@ class DebitorDetailService
         }
 
         usort($entries, static function (array $a, array $b): int {
-            $cmp = ((int) ($b['overdue_seconds'] ?? 0)) <=> ((int) ($a['overdue_seconds'] ?? 0));
+            $cmp = $b['overdue_seconds'] <=> $a['overdue_seconds'];
             if ($cmp !== 0) {
                 return $cmp;
             }
 
-            return strcmp((string) ($a['ticket_no'] ?? ''), (string) ($b['ticket_no'] ?? ''));
+            return strcmp($a['ticket_no'], $b['ticket_no']);
         });
 
         return [
@@ -1362,11 +1402,6 @@ class DebitorDetailService
                 'backlog_critical' => $criticalOpen,
             ],
             'trend' => array_values($buckets),
-            'efficiency' => [
-                'resolution_hours' => $resolutionMedian,
-                'unassigned_count' => $unassignedOpen,
-                'oldest_open_hours' => $oldestOpenAgeHours,
-            ],
             'risk_indicators' => $riskIndicators,
             'risk_summary' => [
                 'triggered' => $triggeredCount,
@@ -1457,7 +1492,7 @@ class DebitorDetailService
 
     /**
      * @param array<string, array<string, mixed>> $rules
-     * @return array<int, array{rule_id: string, label: string, triggered: bool, value: string, threshold: string}>
+     * @return array<int, array{rule_id: string, label: string, description: string, triggered: bool, value: string, raw_value: float|int, threshold_value: int, unit: string}>
      */
     private static function evaluateControllingRisks(
         array $rules,
@@ -1478,10 +1513,13 @@ class DebitorDetailService
                 : ($createdInPeriod > 0 ? 100.0 : 0.0);
             $indicators[] = [
                 'rule_id' => 'ticket_volume_increase',
-                'label' => 'Ticket volume increase',
-                'triggered' => $increase > $threshold,
+                'label' => 'Ticket volume',
+                'description' => 'risk_desc_ticket_volume',
+                'triggered' => $increase >= $threshold,
                 'value' => ($increase > 0 ? '+' : '') . $increase . '%',
-                'threshold' => $threshold . '%',
+                'raw_value' => max(0, $increase),
+                'threshold_value' => $threshold,
+                'unit' => '%',
             ];
         }
 
@@ -1489,13 +1527,17 @@ class DebitorDetailService
         $rule = is_array($rules['avg_resolution_high'] ?? null) ? $rules['avg_resolution_high'] : [];
         if (($rule['enabled'] ?? true) === true) {
             $threshold = (int) ($rule['threshold_hours'] ?? 72);
-            $triggered = $avgResolution !== null && $avgResolution > $threshold;
+            $triggered = $avgResolution !== null && $avgResolution >= $threshold;
+            $rawValue = $avgResolution !== null ? round($avgResolution, 1) : 0;
             $indicators[] = [
                 'rule_id' => 'avg_resolution_high',
-                'label' => 'High avg. resolution time',
+                'label' => 'Resolution time',
+                'description' => 'risk_desc_resolution_time',
                 'triggered' => $triggered,
                 'value' => $avgResolution !== null ? round($avgResolution, 1) . 'h' : '—',
-                'threshold' => $threshold . 'h',
+                'raw_value' => $rawValue,
+                'threshold_value' => $threshold,
+                'unit' => 'h',
             ];
         }
 
@@ -1505,10 +1547,13 @@ class DebitorDetailService
             $threshold = (int) ($rule['threshold_hours'] ?? 168);
             $indicators[] = [
                 'rule_id' => 'open_aging',
-                'label' => 'Open ticket aging',
-                'triggered' => $oldestOpenAgeHours > $threshold,
+                'label' => 'Oldest open ticket',
+                'description' => 'risk_desc_open_aging',
+                'triggered' => $oldestOpenAgeHours >= $threshold,
                 'value' => $oldestOpenAgeHours . 'h',
-                'threshold' => $threshold . 'h',
+                'raw_value' => $oldestOpenAgeHours,
+                'threshold_value' => $threshold,
+                'unit' => 'h',
             ];
         }
 
@@ -1518,10 +1563,13 @@ class DebitorDetailService
             $threshold = (int) ($rule['threshold_percent'] ?? 20);
             $indicators[] = [
                 'rule_id' => 'unassigned_ratio',
-                'label' => 'Unassigned ticket ratio',
-                'triggered' => $unassignedRate > $threshold,
+                'label' => 'Unassigned',
+                'description' => 'risk_desc_unassigned',
+                'triggered' => $unassignedRate >= $threshold,
                 'value' => $unassignedRate . '%',
-                'threshold' => $threshold . '%',
+                'raw_value' => $unassignedRate,
+                'threshold_value' => $threshold,
+                'unit' => '%',
             ];
         }
 
diff --git a/modules/helpdesk/lib/Module/Helpdesk/Service/HelpdeskSettingsGateway.php b/modules/helpdesk/lib/Module/Helpdesk/Service/HelpdeskSettingsGateway.php
index b0bc0e8..67931a3 100644
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/HelpdeskSettingsGateway.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/HelpdeskSettingsGateway.php
@@ -383,7 +383,7 @@ class HelpdeskSettingsGateway
     {
         $normalized = self::normalizeSystemRecommendationsConfig($config);
         $encoded = json_encode($normalized, JSON_UNESCAPED_SLASHES | JSON_UNESCAPED_UNICODE);
-        if (!is_string($encoded) || $encoded === '') {
+        if (!is_string($encoded)) {
             return false;
         }
 
@@ -617,7 +617,7 @@ class HelpdeskSettingsGateway
     {
         $normalized = self::normalizeControllingRiskConfig($config);
         $encoded = json_encode($normalized, JSON_UNESCAPED_SLASHES | JSON_UNESCAPED_UNICODE);
-        if (!is_string($encoded) || $encoded === '') {
+        if (!is_string($encoded)) {
             return false;
         }
 
diff --git a/modules/helpdesk/lib/Module/Helpdesk/Service/SystemRecommendationEngine.php b/modules/helpdesk/lib/Module/Helpdesk/Service/SystemRecommendationEngine.php
index cac612d..4d241d6 100644
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/SystemRecommendationEngine.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/SystemRecommendationEngine.php
@@ -127,7 +127,7 @@ class SystemRecommendationEngine
                     continue;
                 }
 
-                $escalationCode = strtoupper(trim((string) ($match['escalation_code'] ?? '')));
+                $escalationCode = strtoupper(trim($match['escalation_code']));
                 if ($escalationCode === '' || !isset($codeMap[$escalationCode])) {
                     continue;
                 }
diff --git a/modules/helpdesk/pages/helpdesk/debitor(default).phtml b/modules/helpdesk/pages/helpdesk/debitor(default).phtml
index fd83d36..b10f432 100644
--- a/modules/helpdesk/pages/helpdesk/debitor(default).phtml
+++ b/modules/helpdesk/pages/helpdesk/debitor(default).phtml
@@ -93,48 +93,93 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
 
         <!-- Support panel -->
         <div data-tab-panel="support">
-          <div id="support-loading" aria-busy="true"><?php e(t('Loading...')); ?></div>
-          <div id="support-content" hidden>
+          <div id="support-loading">
             <div class="helpdesk-support-metrics">
-              <article class="helpdesk-support-metric helpdesk-kpi-clickable" data-kpi-filter="open">
-                <p class="helpdesk-support-metric-label"><?php e(t('Open tickets')); ?></p>
-                <p class="helpdesk-support-metric-value" id="support-kpi-open-tickets">—</p>
-                <p class="helpdesk-support-metric-trend" id="support-kpi-open-trend"></p>
-              </article>
-              <article class="helpdesk-support-metric helpdesk-kpi-clickable" data-kpi-filter="">
-                <p class="helpdesk-support-metric-label"><?php e(t('New (30d)')); ?></p>
-                <p class="helpdesk-support-metric-value" id="support-kpi-created-30d">—</p>
-                <p class="helpdesk-support-metric-trend" id="support-kpi-created-trend"></p>
-              </article>
-              <article class="helpdesk-support-metric helpdesk-kpi-clickable" data-kpi-filter="closed">
-                <p class="helpdesk-support-metric-label"><?php e(t('Resolved (30d)')); ?></p>
-                <p class="helpdesk-support-metric-value" id="support-kpi-closed-30d">—</p>
-                <p class="helpdesk-support-metric-trend" id="support-kpi-closed-trend"></p>
-              </article>
-              <article class="helpdesk-support-metric">
-                <p class="helpdesk-support-metric-label"><?php e(t('Avg. age open')); ?></p>
-                <p class="helpdesk-support-metric-value" id="support-kpi-avg-age">—</p>
-                <p class="helpdesk-support-metric-trend" id="support-kpi-age-hint"></p>
-              </article>
+              <?php for ($i = 0; $i < 4; $i++): ?>
+                <div class="helpdesk-skeleton-kpi">
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-label"></div>
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-value"></div>
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-trend"></div>
+                </div>
+              <?php endfor; ?>
             </div>
-
-            <h3 class="helpdesk-support-section-title"><?php e(t('Analysis')); ?></h3>
-            <div class="grid grid-2" id="support-analysis-grid">
-              <div class="app-stats-table" id="support-recommendations-wrapper">
-                <div class="app-stats-table-header"><?php e(t('System recommendations')); ?></div>
-                <div id="support-system-recommendations"></div>
+            <div class="helpdesk-skeleton-divider"></div>
+            <div class="helpdesk-support-metrics">
+              <?php for ($i = 0; $i < 4; $i++): ?>
+                <div class="helpdesk-skeleton-kpi">
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-label"></div>
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-value"></div>
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-trend"></div>
+                </div>
+              <?php endfor; ?>
+            </div>
+            <div class="helpdesk-skeleton-divider"></div>
+            <?php for ($i = 0; $i < 4; $i++): ?>
+              <div class="helpdesk-skeleton-row">
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell"></div>
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
               </div>
-
-              <div class="app-stats-table" id="support-contracts-wrapper">
-                <div class="app-stats-table-header"><?php e(t('Contracts & products')); ?></div>
-                <div id="support-contracts-widget"></div>
+            <?php endfor; ?>
+          </div>
+          <div id="support-content" hidden>
+            <section>
+              <h3 class="helpdesk-support-section-title"><?php e(t('Tickets')); ?></h3>
+              <div class="helpdesk-support-metrics">
+                <article class="helpdesk-support-metric helpdesk-kpi-clickable" data-kpi-filter="open">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Open tickets')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="support-kpi-open-tickets">—</p>
+                  <p class="helpdesk-support-metric-trend" id="support-kpi-open-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric helpdesk-kpi-clickable" data-kpi-filter="">
+                  <p class="helpdesk-support-metric-label"><?php e(t('New (30d)')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="support-kpi-created-30d">—</p>
+                  <p class="helpdesk-support-metric-trend" id="support-kpi-created-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric helpdesk-kpi-clickable" data-kpi-filter="closed">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Resolved (30d)')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="support-kpi-closed-30d">—</p>
+                  <p class="helpdesk-support-metric-trend" id="support-kpi-closed-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric helpdesk-kpi-clickable" data-kpi-sort="Last_Activity_Date:asc">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Avg. age open')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="support-kpi-avg-age">—</p>
+                  <p class="helpdesk-support-metric-trend" id="support-kpi-age-hint"></p>
+                </article>
               </div>
-            </div>
+            </section>
 
-            <div class="app-stats-table" id="support-escalation-wrapper">
-              <div class="app-stats-table-header"><?php e(t('Escalated tickets')); ?></div>
-              <div id="support-escalation-widget"></div>
-            </div>
+            <section id="support-contract-kpis-wrapper" hidden>
+              <h3 class="helpdesk-support-section-title"><?php e(t('Contracts & products')); ?></h3>
+              <div class="helpdesk-support-metrics" id="support-contract-kpis">
+                <article class="helpdesk-support-metric">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Active contracts')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="support-kpi-active-contracts">—</p>
+                  <p class="helpdesk-support-metric-trend" id="support-kpi-active-contracts-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Monthly volume')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="support-kpi-monthly-volume">—</p>
+                  <p class="helpdesk-support-metric-trend" id="support-kpi-monthly-volume-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Support hours')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="support-kpi-support-hours">—</p>
+                  <p class="helpdesk-support-metric-trend" id="support-kpi-support-hours-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Next invoicing')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="support-kpi-next-invoicing">—</p>
+                  <p class="helpdesk-support-metric-trend" id="support-kpi-next-invoicing-trend"></p>
+                </article>
+              </div>
+            </section>
+
+            <section id="support-recommendations-wrapper" hidden>
+              <h3 class="helpdesk-support-section-title"><?php e(t('Attention needed')); ?></h3>
+              <div id="support-system-recommendations"></div>
+            </section>
 
             <section class="helpdesk-support-ticket-list">
               <h3 class="helpdesk-support-section-title"><?php e(t('Ticket list')); ?></h3>
@@ -149,32 +194,56 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
 
         <!-- Sales panel -->
         <div data-tab-panel="sales" hidden>
-          <div id="sales-loading" aria-busy="true"><?php e(t('Loading...')); ?></div>
-          <div id="sales-content" hidden>
+          <div id="sales-loading">
             <div class="helpdesk-support-metrics">
-              <article class="helpdesk-support-metric">
-                <p class="helpdesk-support-metric-label"><?php e(t('Monthly volume')); ?></p>
-                <p class="helpdesk-support-metric-value" id="sales-kpi-monthly-volume">0</p>
-                <p class="helpdesk-support-metric-trend" id="sales-kpi-monthly-volume-trend"></p>
-              </article>
-              <article class="helpdesk-support-metric">
-                <p class="helpdesk-support-metric-label"><?php e(t('Active contracts')); ?></p>
-                <p class="helpdesk-support-metric-value" id="sales-kpi-active-contracts">0</p>
-                <p class="helpdesk-support-metric-trend" id="sales-kpi-active-contracts-trend"></p>
-              </article>
-              <article class="helpdesk-support-metric">
-                <p class="helpdesk-support-metric-label"><?php e(t('Avg. contract value')); ?></p>
-                <p class="helpdesk-support-metric-value" id="sales-kpi-avg-value">0</p>
-                <p class="helpdesk-support-metric-trend" id="sales-kpi-avg-value-trend"></p>
-              </article>
-              <article class="helpdesk-support-metric">
-                <p class="helpdesk-support-metric-label"><?php e(t('Next invoicing')); ?></p>
-                <p class="helpdesk-support-metric-value" id="sales-kpi-next-invoicing">&mdash;</p>
-                <p class="helpdesk-support-metric-trend" id="sales-kpi-next-invoicing-trend"></p>
-              </article>
+              <?php for ($i = 0; $i < 4; $i++): ?>
+                <div class="helpdesk-skeleton-kpi">
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-label"></div>
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-value"></div>
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-trend"></div>
+                </div>
+              <?php endfor; ?>
             </div>
+            <div class="helpdesk-skeleton-divider"></div>
+            <div class="helpdesk-skeleton helpdesk-skeleton-line" style="width:30%;margin-bottom:0.75rem"></div>
+            <?php for ($i = 0; $i < 3; $i++): ?>
+              <div class="helpdesk-skeleton-row">
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell"></div>
+              </div>
+            <?php endfor; ?>
+          </div>
+          <div id="sales-content" hidden>
+            <section>
+              <h3 class="helpdesk-support-section-title"><?php e(t('Contracts & products')); ?></h3>
+              <div class="helpdesk-support-metrics">
+                <article class="helpdesk-support-metric">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Monthly volume')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="sales-kpi-monthly-volume">0</p>
+                  <p class="helpdesk-support-metric-trend" id="sales-kpi-monthly-volume-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Active contracts')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="sales-kpi-active-contracts">0</p>
+                  <p class="helpdesk-support-metric-trend" id="sales-kpi-active-contracts-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Avg. contract value')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="sales-kpi-avg-value">0</p>
+                  <p class="helpdesk-support-metric-trend" id="sales-kpi-avg-value-trend"></p>
+                </article>
+                <article class="helpdesk-support-metric">
+                  <p class="helpdesk-support-metric-label"><?php e(t('Next invoicing')); ?></p>
+                  <p class="helpdesk-support-metric-value" id="sales-kpi-next-invoicing">&mdash;</p>
+                  <p class="helpdesk-support-metric-trend" id="sales-kpi-next-invoicing-trend"></p>
+                </article>
+              </div>
+            </section>
 
-            <div id="sales-contracts-detail"></div>
+            <section id="sales-trend-section">
+              <h3 class="helpdesk-support-section-title"><?php e(t('Contract trend')); ?></h3>
+              <div id="sales-trend-chart"></div>
+            </section>
 
             <section id="sales-contacts-section">
               <h3 class="helpdesk-support-section-title"><?php e(t('Contacts')); ?></h3>
@@ -193,8 +262,26 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
 
         <!-- Controlling panel -->
         <div data-tab-panel="controlling" hidden>
-          <div id="controlling-spinner" class="helpdesk-tab-spinner">
-            <div class="spinner"></div>
+          <div id="controlling-spinner">
+            <div class="helpdesk-support-metrics">
+              <?php for ($i = 0; $i < 4; $i++): ?>
+                <div class="helpdesk-skeleton-kpi">
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-label"></div>
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-value"></div>
+                  <div class="helpdesk-skeleton helpdesk-skeleton-kpi-trend"></div>
+                </div>
+              <?php endfor; ?>
+            </div>
+            <div class="helpdesk-skeleton-divider"></div>
+            <div class="helpdesk-skeleton" style="height:10rem;margin-bottom:1rem"></div>
+            <div class="helpdesk-skeleton-divider"></div>
+            <?php for ($i = 0; $i < 3; $i++): ?>
+              <div class="helpdesk-skeleton-row">
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell"></div>
+                <div class="helpdesk-skeleton helpdesk-skeleton-cell helpdesk-skeleton-cell-narrow"></div>
+              </div>
+            <?php endfor; ?>
           </div>
           <div id="controlling-content" hidden>
             <div class="helpdesk-segment-control" id="controlling-period-selector">
@@ -237,12 +324,7 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
             </div>
 
             <div class="app-stats-table">
-              <div class="app-stats-table-header"><?php e(t('Support efficiency')); ?></div>
-              <div id="controlling-efficiency"></div>
-            </div>
-
-            <div class="app-stats-table">
-              <div class="app-stats-table-header"><?php e(t('Risk indicators')); ?></div>
+              <div class="app-stats-table-header"><?php e(t('Risk assessment')); ?></div>
               <div id="controlling-risk-indicators"></div>
             </div>
           </div>
@@ -261,7 +343,12 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
           <p><?php e(t('Last 5 tickets')); ?></p>
         </hgroup>
         <hr>
-        <div id="debitor-communication-loading" aria-busy="true"><?php e(t('Loading...')); ?></div>
+        <div id="debitor-communication-loading">
+          <div class="helpdesk-skeleton helpdesk-skeleton-aside-bubble helpdesk-skeleton-aside-bubble-short"></div>
+          <div class="helpdesk-skeleton helpdesk-skeleton-aside-bubble helpdesk-skeleton-aside-bubble-alt"></div>
+          <div class="helpdesk-skeleton helpdesk-skeleton-aside-bubble"></div>
+          <div class="helpdesk-skeleton helpdesk-skeleton-aside-bubble helpdesk-skeleton-aside-bubble-alt" style="width:50%"></div>
+        </div>
         <div id="debitor-communication-content" hidden>
           <div id="debitor-communication-feed"></div>
         </div>
@@ -340,9 +427,7 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
     'Critical (>48h)' => t('Critical (>48h)'),
     'Oldest open' => t('Oldest open'),
     'Ticket list' => t('Ticket list'),
-    'System recommendations' => t('System recommendations'),
-    'Action' => t('Action'),
-    'Age (h)' => t('Age (h)'),
+    'Attention needed' => t('Attention needed'),
     'No system recommendations right now.' => t('No system recommendations right now.'),
     'helpdesk.recommendation.escalation_overdue' => t('Escalation SLA exceeded by {overdue_hours}h ({escalation_code}).'),
     'helpdesk.recommendation.high_risk_aging' => t('High-risk ticket ({escalation_code}) is open for {age_hours}h.'),
@@ -353,21 +438,11 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
     'No contracts found for this customer.' => t('No contracts found for this customer.'),
     'Contract No.' => t('Contract No.'),
     'Product type' => t('Product type'),
-    'Next invoicing' => t('Next invoicing'),
     'Amount' => t('Amount'),
     'Active contracts' => t('Active contracts'),
     'Total contracts' => t('Total contracts'),
     'Could not load contracts.' => t('Could not load contracts.'),
-    'Escalations' => t('Escalations'),
-    'Escalations are not available yet.' => t('Escalations are not available yet.'),
-    'Escalated tickets' => t('Escalated tickets'),
-    'No escalated tickets right now.' => t('No escalated tickets right now.'),
-    'Could not load escalated tickets.' => t('Could not load escalated tickets.'),
     'Escalation code' => t('Escalation code'),
-    'SLA target' => t('SLA target'),
-    'Overdue by' => t('Overdue by'),
-    'day' => t('day'),
-    'days' => t('days'),
     'Ticket volume' => t('Ticket volume'),
     'Close rate' => t('Close rate'),
     'Avg. resolution' => t('Avg. resolution'),
@@ -376,18 +451,23 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
     'Backlog growing' => t('Backlog growing'),
     'unassigned' => t('unassigned'),
     'Ticket trend' => t('Ticket trend'),
-    'Support efficiency' => t('Support efficiency'),
-    'Risk indicators' => t('Risk indicators'),
+    'Risk assessment' => t('Risk assessment'),
     'vs. prev. period' => t('vs. prev. period'),
     'Low' => t('Low'),
     'Medium' => t('Medium'),
     'High' => t('High'),
-    'flags' => t('flags'),
+    'All checks passed' => t('All checks passed'),
+    'of' => t('of'),
+    'checks flagged' => t('checks flagged'),
+    'Limit' => t('Limit'),
     'No controlling data available.' => t('No controlling data available.'),
-    'Ticket volume increase' => t('Ticket volume increase'),
-    'High avg. resolution time' => t('High avg. resolution time'),
-    'Open ticket aging' => t('Open ticket aging'),
-    'Unassigned ticket ratio' => t('Unassigned ticket ratio'),
+    'Resolution time' => t('Resolution time'),
+    'Oldest open ticket' => t('Oldest open ticket'),
+    'Unassigned' => t('Unassigned'),
+    'risk_desc_ticket_volume' => t('risk_desc_ticket_volume'),
+    'risk_desc_resolution_time' => t('risk_desc_resolution_time'),
+    'risk_desc_open_aging' => t('risk_desc_open_aging'),
+    'risk_desc_unassigned' => t('risk_desc_unassigned'),
     'Could not load controlling dashboard.' => t('Could not load controlling dashboard.'),
     'Without assignee' => t('Without assignee'),
     'Created' => t('Created'),
@@ -426,7 +506,11 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
     'Monthly volume' => t('Monthly volume'),
     'Support hours' => t('Support hours'),
     'Next invoicing' => t('Next invoicing'),
-    'Contract overview' => t('Contract overview'),
+    'Contract trend' => t('Contract trend'),
+    'New contracts' => t('New contracts'),
+    'Ended contracts' => t('Ended contracts'),
+    'active' => t('active'),
+    'ended' => t('ended'),
     'No contract details available.' => t('No contract details available.'),
     'Could not load sales dashboard.' => t('Could not load sales dashboard.'),
     'Quantity' => t('Quantity'),
@@ -438,7 +522,6 @@ $searchConfig = is_array($searchConfig ?? null) ? $searchConfig : null;
     'Salesperson' => t('Salesperson'),
     'Contacts' => t('Contacts'),
     'positions' => t('positions'),
-    'per month' => t('per month'),
     'Last invoicing' => t('Last invoicing'),
     'Close' => t('Close'),
     'New (30d)' => t('New (30d)'),
diff --git a/modules/helpdesk/pages/helpdesk/debitor-contacts-data().php b/modules/helpdesk/pages/helpdesk/debitor-contacts-data().php
index 205a946..73e73b7 100644
--- a/modules/helpdesk/pages/helpdesk/debitor-contacts-data().php
+++ b/modules/helpdesk/pages/helpdesk/debitor-contacts-data().php
@@ -48,10 +48,22 @@ $cacheTtl = DebitorCacheControl::TTL_STANDARD_SECONDS;
 $cached = $sessionStore->get($cacheKey);
 $allContacts = null;
 $cacheUsed = false;
+$serviceMeta = [
+    'source' => 'primary.company_name',
+    'fallback_used' => false,
+    'fallback_reason' => '',
+];
 
 if (!$refreshRequested && is_array($cached) && isset($cached['fetched_at']) && (time() - (int) $cached['fetched_at']) < $cacheTtl) {
     $allContacts = $cached['contacts'] ?? [];
     $cacheUsed = true;
+    if (is_array($cached['service_meta'] ?? null)) {
+        $serviceMeta = [
+            'source' => (string) ($cached['service_meta']['source'] ?? $serviceMeta['source']),
+            'fallback_used' => (bool) ($cached['service_meta']['fallback_used'] ?? false),
+            'fallback_reason' => (string) ($cached['service_meta']['fallback_reason'] ?? ''),
+        ];
+    }
 }
 
 if ($allContacts === null) {
@@ -59,6 +71,7 @@ if ($allContacts === null) {
     $result = $service->loadContacts($customerNo, $customerName);
 
     if (!($result['ok'] ?? false)) {
+        $resultMeta = is_array($result['meta'] ?? null) ? $result['meta'] : [];
         Router::json([
             'data' => [],
             'total' => 0,
@@ -67,6 +80,9 @@ if ($allContacts === null) {
                 'cache_used' => $cacheUsed,
                 'cache_bypassed' => $refreshRequested,
                 'cache_refreshed' => $refreshRequested,
+                'source' => (string) ($resultMeta['source'] ?? $serviceMeta['source']),
+                'fallback_used' => (bool) ($resultMeta['fallback_used'] ?? false),
+                'fallback_reason' => (string) ($resultMeta['fallback_reason'] ?? ''),
             ],
         ]);
 
@@ -74,9 +90,16 @@ if ($allContacts === null) {
     }
 
     $allContacts = $result['contacts'] ?? [];
+    $resultMeta = is_array($result['meta'] ?? null) ? $result['meta'] : [];
+    $serviceMeta = [
+        'source' => (string) ($resultMeta['source'] ?? $serviceMeta['source']),
+        'fallback_used' => (bool) ($resultMeta['fallback_used'] ?? false),
+        'fallback_reason' => (string) ($resultMeta['fallback_reason'] ?? ''),
+    ];
 
     $sessionStore->set($cacheKey, [
         'contacts' => $allContacts,
+        'service_meta' => $serviceMeta,
         'fetched_at' => time(),
     ]);
 }
@@ -168,5 +191,8 @@ Router::json([
         'cache_used' => $cacheUsed,
         'cache_bypassed' => $refreshRequested,
         'cache_refreshed' => $refreshRequested,
+        'source' => $serviceMeta['source'],
+        'fallback_used' => $serviceMeta['fallback_used'],
+        'fallback_reason' => $serviceMeta['fallback_reason'],
     ],
 ]);
diff --git a/modules/helpdesk/pages/helpdesk/debitor-controlling-dashboard-data().php b/modules/helpdesk/pages/helpdesk/debitor-controlling-dashboard-data().php
index f515264..782325e 100644
--- a/modules/helpdesk/pages/helpdesk/debitor-controlling-dashboard-data().php
+++ b/modules/helpdesk/pages/helpdesk/debitor-controlling-dashboard-data().php
@@ -100,7 +100,6 @@ Router::json([
     'ok' => true,
     'kpis' => $dashboard['kpis'],
     'trend' => $dashboard['trend'],
-    'efficiency' => $dashboard['efficiency'],
     'risk_indicators' => $dashboard['risk_indicators'],
     'meta' => array_merge($dashboard['meta'], [
         'cache_used' => $ticketsCacheUsed,
diff --git a/modules/helpdesk/pages/helpdesk/debitor-support-dashboard-data().php b/modules/helpdesk/pages/helpdesk/debitor-support-dashboard-data().php
index db644e4..61c16cb 100644
--- a/modules/helpdesk/pages/helpdesk/debitor-support-dashboard-data().php
+++ b/modules/helpdesk/pages/helpdesk/debitor-support-dashboard-data().php
@@ -211,7 +211,7 @@ Router::json([
     'contracts' => $contractsPayload['entries'],
     'contracts_summary' => $contractsPayload['summary'],
     'contracts_meta' => [
-        'available' => (bool) ($contractsPayload['ok'] ?? false),
+        'available' => $contractsPayload['ok'],
         'source_cache_used' => $contractsSourceCacheUsed,
         'cache_used' => $contractsSourceCacheUsed,
         'cache_bypassed' => $refreshRequested,
diff --git a/modules/helpdesk/tests/Module/Helpdesk/Service/BcODataGatewayTest.php b/modules/helpdesk/tests/Module/Helpdesk/Service/BcODataGatewayTest.php
index e63b0da..aa0f1b8 100644
--- a/modules/helpdesk/tests/Module/Helpdesk/Service/BcODataGatewayTest.php
+++ b/modules/helpdesk/tests/Module/Helpdesk/Service/BcODataGatewayTest.php
@@ -131,7 +131,7 @@ class BcODataGatewayTest extends TestCase
         $sessionStore->method('all')->willReturn([
             'current_tenant' => ['id' => 7],
         ]);
-        $sessionStore->method('get')->with('module.helpdesk.debitor.v1.escalation-definitions.7')->willReturn([
+        $sessionStore->expects($this->any())->method('get')->with('module.helpdesk.debitor.v1.escalation-definitions.7')->willReturn([
             'values' => [
                 ['Code' => 'MAX', 'Target_Time' => 'P1DT0H0M0.0S'],
             ],
@@ -238,6 +238,34 @@ class BcODataGatewayTest extends TestCase
         $this->assertSame([], $results);
     }
 
+    public function testGetContactsForCustomerAllowsSpecialCharactersInCompanyName(): void
+    {
+        $gateway = $this->createGatewayWithSettings();
+        try {
+            $results = $gateway->getContactsForCustomer('10636', 'Behindertenwerkstätten Oberpfalz – Betreuungs GmbH');
+            $this->assertIsArray($results);
+        } catch (\InvalidArgumentException) {
+            $this->fail('Trusted customer literals should not be rejected for contact loads.');
+        } catch (\RuntimeException) {
+            // Expected: cURL fails against fake URL.
+            $this->assertTrue(true);
+        }
+    }
+
+    public function testGetTicketsForCustomerAllowsSpecialCharactersInCompanyName(): void
+    {
+        $gateway = $this->createGatewayWithSettings();
+        try {
+            $results = $gateway->getTicketsForCustomer('10494', "J.G. Knopf´s Sohn Gmbh & Co. KG");
+            $this->assertIsArray($results);
+        } catch (\InvalidArgumentException) {
+            $this->fail('Trusted customer literals should not be rejected for ticket loads.');
+        } catch (\RuntimeException) {
+            // Expected: cURL fails against fake URL.
+            $this->assertTrue(true);
+        }
+    }
+
     public function testListCustomersThrowsWhenNotConfigured(): void
     {
         $gateway = $this->createGatewayWithSettings(false);
diff --git a/modules/helpdesk/tests/Module/Helpdesk/Service/DebitorDetailServiceTest.php b/modules/helpdesk/tests/Module/Helpdesk/Service/DebitorDetailServiceTest.php
index 4b42971..5b3c00d 100644
--- a/modules/helpdesk/tests/Module/Helpdesk/Service/DebitorDetailServiceTest.php
+++ b/modules/helpdesk/tests/Module/Helpdesk/Service/DebitorDetailServiceTest.php
@@ -190,19 +190,28 @@ class DebitorDetailServiceTest extends TestCase
         $contacts = [['No' => 'KT001', 'Name' => 'Max Mustermann']];
 
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getContactsForCustomer')->willReturn($contacts);
+        $gateway->method('getContactsForCustomerWithMeta')->willReturn([
+            'contacts' => $contacts,
+            'meta' => [
+                'source' => 'primary.company_name',
+                'fallback_used' => false,
+                'fallback_reason' => '',
+            ],
+        ]);
 
         $service = $this->createService($gateway);
         $result = $service->loadContacts('10001', 'Test GmbH');
 
         $this->assertTrue($result['ok']);
         $this->assertSame($contacts, $result['contacts']);
+        $this->assertSame('primary.company_name', $result['meta']['source']);
+        $this->assertFalse($result['meta']['fallback_used']);
     }
 
     public function testLoadContactsReturnsErrorOnException(): void
     {
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getContactsForCustomer')->willThrowException(new \RuntimeException('API error'));
+        $gateway->method('getContactsForCustomerWithMeta')->willThrowException(new \RuntimeException('API error'));
 
         $service = $this->createService($gateway);
         $result = $service->loadContacts('10001', 'Test GmbH');
@@ -211,6 +220,29 @@ class DebitorDetailServiceTest extends TestCase
         $this->assertSame('API error', $result['error']);
     }
 
+    public function testLoadContactsExposesFallbackMeta(): void
+    {
+        $contacts = [['No' => 'KT001', 'Name' => 'Fallback Contact']];
+        $gateway = $this->createMock(BcODataGateway::class);
+        $gateway->method('getContactsForCustomerWithMeta')->willReturn([
+            'contacts' => $contacts,
+            'meta' => [
+                'source' => 'fallback.integration_customer_no',
+                'fallback_used' => true,
+                'fallback_reason' => 'primary_query_failed',
+            ],
+        ]);
+
+        $service = $this->createService($gateway);
+        $result = $service->loadContacts('10001', 'Müller & Söhne GmbH');
+
+        $this->assertTrue($result['ok']);
+        $this->assertSame($contacts, $result['contacts']);
+        $this->assertSame('fallback.integration_customer_no', $result['meta']['source']);
+        $this->assertTrue($result['meta']['fallback_used']);
+        $this->assertSame('primary_query_failed', $result['meta']['fallback_reason']);
+    }
+
     // --- loadTickets() ---
 
     public function testLoadTicketsReturnsFalseForEmptyCustomerNo(): void
@@ -239,19 +271,28 @@ class DebitorDetailServiceTest extends TestCase
         $tickets = [['No' => 'T001', 'Description' => 'Test ticket', 'Ticket_State' => 'Open']];
 
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getTicketsForCustomer')->willReturn($tickets);
+        $gateway->method('getTicketsForCustomerWithMeta')->willReturn([
+            'tickets' => $tickets,
+            'meta' => [
+                'source' => 'primary.company_contact_name',
+                'fallback_used' => false,
+                'fallback_reason' => '',
+            ],
+        ]);
 
         $service = $this->createService($gateway);
         $result = $service->loadTickets('10001', 'Test GmbH');
 
         $this->assertTrue($result['ok']);
         $this->assertSame($tickets, $result['tickets']);
+        $this->assertSame('primary.company_contact_name', $result['meta']['source']);
+        $this->assertFalse($result['meta']['fallback_used']);
     }
 
     public function testLoadTicketsReturnsErrorOnException(): void
     {
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getTicketsForCustomer')->willThrowException(new \RuntimeException('Timeout'));
+        $gateway->method('getTicketsForCustomerWithMeta')->willThrowException(new \RuntimeException('Timeout'));
 
         $service = $this->createService($gateway);
         $result = $service->loadTickets('10001', 'Test GmbH');
@@ -260,6 +301,29 @@ class DebitorDetailServiceTest extends TestCase
         $this->assertSame('Timeout', $result['error']);
     }
 
+    public function testLoadTicketsExposesFallbackMeta(): void
+    {
+        $tickets = [['No' => 'T001', 'Description' => '', 'Ticket_State' => 'Open']];
+        $gateway = $this->createMock(BcODataGateway::class);
+        $gateway->method('getTicketsForCustomerWithMeta')->willReturn([
+            'tickets' => $tickets,
+            'meta' => [
+                'source' => 'fallback.customer_no_lv',
+                'fallback_used' => true,
+                'fallback_reason' => 'primary_empty',
+            ],
+        ]);
+
+        $service = $this->createService($gateway);
+        $result = $service->loadTickets('10001', 'Müller & Söhne GmbH');
+
+        $this->assertTrue($result['ok']);
+        $this->assertSame($tickets, $result['tickets']);
+        $this->assertSame('fallback.customer_no_lv', $result['meta']['source']);
+        $this->assertTrue($result['meta']['fallback_used']);
+        $this->assertSame('primary_empty', $result['meta']['fallback_reason']);
+    }
+
     // --- loadContracts() ---
 
     public function testLoadContractsReturnsFalseForEmptyCustomerNo(): void
@@ -367,7 +431,14 @@ class DebitorDetailServiceTest extends TestCase
         ];
 
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getTicketsForCustomer')->willReturn($tickets);
+        $gateway->method('getTicketsForCustomerWithMeta')->willReturn([
+            'tickets' => $tickets,
+            'meta' => [
+                'source' => 'primary.company_contact_name',
+                'fallback_used' => false,
+                'fallback_reason' => '',
+            ],
+        ]);
 
         $service = $this->createService($gateway);
         $result = $service->loadTicketSummary('10001', 'Test GmbH');
@@ -381,7 +452,14 @@ class DebitorDetailServiceTest extends TestCase
     public function testLoadTicketSummaryHandlesEmptyTicketList(): void
     {
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getTicketsForCustomer')->willReturn([]);
+        $gateway->method('getTicketsForCustomerWithMeta')->willReturn([
+            'tickets' => [],
+            'meta' => [
+                'source' => 'primary.company_contact_name',
+                'fallback_used' => false,
+                'fallback_reason' => '',
+            ],
+        ]);
 
         $service = $this->createService($gateway);
         $result = $service->loadTicketSummary('10001', 'Test GmbH');
@@ -400,7 +478,14 @@ class DebitorDetailServiceTest extends TestCase
         ];
 
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getTicketsForCustomer')->willReturn($tickets);
+        $gateway->method('getTicketsForCustomerWithMeta')->willReturn([
+            'tickets' => $tickets,
+            'meta' => [
+                'source' => 'primary.company_contact_name',
+                'fallback_used' => false,
+                'fallback_reason' => '',
+            ],
+        ]);
 
         $service = $this->createService($gateway);
         $result = $service->loadTicketSummary('10001', 'Test GmbH');
@@ -413,7 +498,7 @@ class DebitorDetailServiceTest extends TestCase
     public function testLoadTicketSummaryReturnsErrorOnException(): void
     {
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getTicketsForCustomer')->willThrowException(new \RuntimeException('Timeout'));
+        $gateway->method('getTicketsForCustomerWithMeta')->willThrowException(new \RuntimeException('Timeout'));
 
         $service = $this->createService($gateway);
         $result = $service->loadTicketSummary('10001', 'Test GmbH');
@@ -427,7 +512,7 @@ class DebitorDetailServiceTest extends TestCase
     public function testLoadSupportDashboardReturnsErrorWhenTicketLoadFails(): void
     {
         $gateway = $this->createMock(BcODataGateway::class);
-        $gateway->method('getTicketsForCustomer')->willThrowException(new \RuntimeException('Timeout'));
+        $gateway->method('getTicketsForCustomerWithMeta')->willThrowException(new \RuntimeException('Timeout'));
 
         $service = $this->createService($gateway);
         $result = $service->loadSupportDashboard('10001', 'Test GmbH');
@@ -1006,7 +1091,10 @@ class DebitorDetailServiceTest extends TestCase
             $this->assertArrayHasKey('rule_id', $indicator);
             $this->assertArrayHasKey('triggered', $indicator);
             $this->assertArrayHasKey('value', $indicator);
-            $this->assertArrayHasKey('threshold', $indicator);
+            $this->assertArrayHasKey('raw_value', $indicator);
+            $this->assertArrayHasKey('threshold_value', $indicator);
+            $this->assertArrayHasKey('unit', $indicator);
+            $this->assertArrayHasKey('description', $indicator);
         }
     }
 
@@ -1035,21 +1123,4 @@ class DebitorDetailServiceTest extends TestCase
     }
 
     // --- Contract metrics ---
-
-    // --- Efficiency ---
-
-    public function testBuildControllingDashboardEfficiencyMetrics(): void
-    {
-        $tickets = [
-            self::openTicket('T001', 48, 'NKS'),
-            self::openTicket('T002', 24, ''),
-            self::closedTicket('T003', 72, 20),
-        ];
-
-        $result = DebitorDetailService::buildControllingDashboard($tickets, 90, self::defaultRiskConfig());
-
-        $this->assertSame(20.0, $result['efficiency']['resolution_hours']);
-        $this->assertSame(1, $result['efficiency']['unassigned_count']);
-        $this->assertIsInt($result['efficiency']['oldest_open_hours']);
-    }
 }
diff --git a/modules/helpdesk/web/css/helpdesk.css b/modules/helpdesk/web/css/helpdesk.css
index a4eb065..7632adb 100644
--- a/modules/helpdesk/web/css/helpdesk.css
+++ b/modules/helpdesk/web/css/helpdesk.css
@@ -42,12 +42,106 @@
     outline-offset: -2px;
   }
 
+  /* Skeleton loading */
+  @keyframes helpdesk-shimmer {
+    0%   { background-position: 200% 0; }
+    100% { background-position: -200% 0; }
+  }
+
+  .helpdesk-skeleton {
+    background: linear-gradient(90deg,
+      var(--app-border-subtle, #e9ecef) 25%,
+      color-mix(in srgb, var(--app-border-subtle, #e9ecef) 60%, var(--app-card-background-color, #fff)) 50%,
+      var(--app-border-subtle, #e9ecef) 75%
+    );
+    background-size: 200% 100%;
+    animation: helpdesk-shimmer 1.5s ease-in-out infinite;
+    border-radius: var(--app-border-radius);
+  }
+
+  .helpdesk-skeleton-line {
+    height: 0.75rem;
+    margin-bottom: 0.5rem;
+  }
+
+  .helpdesk-skeleton-line-short {
+    width: 60%;
+  }
+
+  .helpdesk-skeleton-line-xs {
+    height: 0.5rem;
+    width: 40%;
+  }
+
+  .helpdesk-skeleton-kpi {
+    padding: calc(var(--app-spacing) * 0.75) calc(var(--app-spacing) * 0.9);
+    border: 1px solid var(--app-border, #d0d7de);
+    border-radius: var(--app-border-radius);
+    background: var(--app-card-background-color, #fff);
+  }
+
+  .helpdesk-skeleton-kpi-label {
+    height: 0.625rem;
+    width: 70%;
+    margin-bottom: 0.625rem;
+  }
+
+  .helpdesk-skeleton-kpi-value {
+    height: 1.35rem;
+    width: 45%;
+    margin-bottom: 0.375rem;
+  }
+
+  .helpdesk-skeleton-kpi-trend {
+    height: 0.5rem;
+    width: 55%;
+  }
+
+  .helpdesk-skeleton-divider {
+    height: 1px;
+    background: var(--app-border, #dee2e6);
+    margin: calc(var(--app-spacing) * 0.75) 0;
+  }
+
+  .helpdesk-skeleton-row {
+    display: flex;
+    gap: calc(var(--app-spacing) * 0.75);
+    padding: 0.5rem 0;
+  }
+
+  .helpdesk-skeleton-cell {
+    height: 0.75rem;
+    flex: 1;
+  }
+
+  .helpdesk-skeleton-cell-narrow {
+    flex: 0 0 5rem;
+  }
+
+  .helpdesk-skeleton-aside-bubble {
+    height: 3.5rem;
+    margin-bottom: 0.75rem;
+    border-radius: 0.75rem;
+  }
+
+  .helpdesk-skeleton-aside-bubble-short {
+    width: 75%;
+  }
+
+  .helpdesk-skeleton-aside-bubble-alt {
+    margin-left: auto;
+    width: 65%;
+  }
+
   /* Support dashboard */
   .helpdesk-support-metrics {
     display: grid;
     grid-template-columns: repeat(4, minmax(0, 1fr));
     gap: calc(var(--app-spacing) * 0.75);
-    margin-bottom: calc(var(--app-spacing) * 1);
+  }
+
+  .helpdesk-support-metrics-aside {
+    grid-template-columns: minmax(0, 1fr);
   }
 
   .helpdesk-support-metric {
@@ -140,12 +234,20 @@
     box-shadow: 0 1px 4px rgb(0 0 0 / 0.06);
   }
 
-  #support-escalation-wrapper {
-    margin-top: calc(var(--app-spacing) * 0.75);
+
+  /* Uniform vertical rhythm inside tab content areas and ticket detail */
+  #support-content > * + *,
+  #sales-content > * + *,
+  #controlling-content > * + *,
+  .helpdesk-ticket-detail-content > * + * {
+    margin-top: calc(var(--app-spacing) * 1.75);
   }
 
-  .helpdesk-support-ticket-list {
-    margin-top: calc(var(--app-spacing) * 1);
+  #support-content > .app-stats-table,
+  #sales-content > .app-stats-table,
+  #controlling-content > .app-stats-table,
+  .helpdesk-ticket-detail-content > .app-stats-table {
+    margin-bottom: 0;
   }
 
   .helpdesk-support-section-title {
@@ -177,139 +279,6 @@
     }
   }
 
-  /* Sales dashboard — Stripe-style contract cards */
-  .helpdesk-contract-cards {
-    display: grid;
-    grid-template-columns: repeat(auto-fill, minmax(17rem, 1fr));
-    gap: calc(var(--app-spacing) * 0.75);
-  }
-
-  .helpdesk-contract-card {
-    --card-accent: var(--app-muted, #6c757d);
-    position: relative;
-    display: flex;
-    flex-direction: column;
-    gap: 0.35rem;
-    padding: calc(var(--app-spacing) * 1) calc(var(--app-spacing) * 1.1);
-    border: 1px solid var(--app-border, #d0d7de);
-    border-left: 3px solid var(--card-accent);
-    border-radius: var(--app-border-radius);
-    background: var(--app-card-background-color, #fff);
-    cursor: pointer;
-    text-align: left;
-    font: inherit;
-    color: inherit;
-    width: 100%;
-    transition: box-shadow 0.15s ease;
-    margin: 0;
-  }
-
-  .helpdesk-contract-card:hover {
-    box-shadow:
-      0 1px 3px rgb(0 0 0 / 0.04),
-      0 4px 12px rgb(0 0 0 / 0.06);
-  }
-
-  .helpdesk-contract-card:focus-visible {
-    outline: 2px solid var(--app-primary, #0d6efd);
-    outline-offset: -2px;
-  }
-
-  .helpdesk-contract-card.state-ended {
-    opacity: 0.6;
-  }
-
-  .helpdesk-contract-card.state-ended:hover {
-    opacity: 0.85;
-  }
-
-  /* Accent color palette — assigned per unique contract type */
-  .helpdesk-contract-card.accent-0 {
-    --card-accent: #e08614;
-  }
-  .helpdesk-contract-card.accent-1 {
-    --card-accent: #16a34a;
-  }
-  .helpdesk-contract-card.accent-2 {
-    --card-accent: #7c3aed;
-  }
-  .helpdesk-contract-card.accent-3 {
-    --card-accent: #0ea5e9;
-  }
-  .helpdesk-contract-card.accent-4 {
-    --card-accent: #0d6efd;
-  }
-  .helpdesk-contract-card.accent-5 {
-    --card-accent: #d946ef;
-  }
-  .helpdesk-contract-card.accent-6 {
-    --card-accent: #dc2626;
-  }
-  .helpdesk-contract-card.accent-7 {
-    --card-accent: #059669;
-  }
-
-  /* Type label — uppercase, accent-colored */
-  .helpdesk-contract-card-type {
-    font-size: var(--text-xs);
-    font-weight: var(--font-semibold);
-    letter-spacing: 0.06em;
-    text-transform: uppercase;
-    color: var(--card-accent);
-    line-height: 1;
-  }
-
-  /* Amount — hero number */
-  .helpdesk-contract-card-amount {
-    font-size: clamp(1.35rem, 1.1rem + 0.5vw, 1.65rem);
-    font-weight: var(--font-bold);
-    color: var(--app-contrast, #1f2937);
-    line-height: 1.15;
-    letter-spacing: -0.01em;
-    margin-top: 0.15rem;
-  }
-
-  .helpdesk-contract-card-amount-muted {
-    font-size: var(--text-base);
-    font-weight: var(--font-semibold);
-    color: var(--app-muted, #6c757d);
-  }
-
-  .helpdesk-contract-card-period {
-    font-size: var(--text-xs);
-    font-weight: var(--font-normal);
-    color: var(--app-muted, #6c757d);
-    margin-top: -0.1rem;
-  }
-
-  /* Status badge — top-right corner */
-  .helpdesk-contract-card-status {
-    position: absolute;
-    top: calc(var(--app-spacing) * 0.65);
-    right: calc(var(--app-spacing) * 0.75);
-    display: flex;
-    align-items: center;
-    gap: 0.3rem;
-    font-size: var(--text-xs);
-    color: var(--app-muted, #6c757d);
-  }
-
-  .helpdesk-contract-card-dot {
-    width: 0.45rem;
-    height: 0.45rem;
-    border-radius: 50%;
-    flex-shrink: 0;
-    background: var(--app-muted, #6c757d);
-  }
-
-  .helpdesk-contract-card.state-active .helpdesk-contract-card-dot {
-    background: #16a34a;
-  }
-
-  .helpdesk-contract-card.state-prep .helpdesk-contract-card-dot {
-    background: #e08614;
-  }
-
   /* Contract detail dialog */
   .helpdesk-contract-dialog-article {
     max-height: min(80vh, 40rem);
@@ -383,21 +352,11 @@
     font-size: var(--text-sm);
   }
 
-  #sales-contacts-section {
-    margin-top: calc(var(--app-spacing) * 1.5);
-  }
-
   #helpdesk-contacts-grid .gridjs-wrapper,
   #helpdesk-tickets-grid .gridjs-wrapper {
     min-height: auto;
   }
 
-  @media (max-width: 560px) {
-    .helpdesk-contract-cards {
-      grid-template-columns: minmax(0, 1fr);
-    }
-  }
-
   /* Activity timeline */
   .helpdesk-timeline {
     padding: 0.75rem 1rem;
@@ -502,10 +461,6 @@
     list-style: none;
   }
 
-  #ticket-communication .helpdesk-comm-feed {
-    max-height: 34rem;
-  }
-
   #app-details-aside-section .helpdesk-comm-feed {
     max-height: none;
     height: 100%;
@@ -795,6 +750,65 @@
     }
   }
 
+  /* Ticket detail aside — KPIs + meta list */
+  .helpdesk-ticket-aside > * + * {
+    margin-top: calc(var(--app-spacing) * 1.25);
+  }
+
+  .helpdesk-ticket-aside > .helpdesk-support-section-title {
+    margin-top: calc(var(--app-spacing) * 1.5);
+  }
+
+  .helpdesk-ticket-aside > .helpdesk-support-section-title:first-child {
+    margin-top: 0;
+  }
+
+  /* Key-value definition list (Stripe-style) */
+  .helpdesk-ticket-meta {
+    margin: 0;
+    padding: 0;
+  }
+
+  .helpdesk-ticket-meta-item {
+    padding: calc(var(--app-spacing) * 0.6) 0;
+    border-bottom: 1px solid var(--app-border-subtle, #f0f0f0);
+  }
+
+  .helpdesk-ticket-meta-item:last-child {
+    border-bottom: 0;
+  }
+
+  .helpdesk-ticket-meta dt {
+    margin: 0;
+    font-size: var(--text-xs);
+    color: var(--app-muted, #6c757d);
+    letter-spacing: var(--tracking-wide);
+    text-transform: uppercase;
+    line-height: 1.35;
+  }
+
+  .helpdesk-ticket-meta dd {
+    margin: 0.15rem 0 0;
+    font-size: var(--text-sm);
+    line-height: 1.4;
+    color: var(--app-contrast, #1f2937);
+    word-break: break-word;
+  }
+
+  .helpdesk-ticket-meta dd a {
+    color: var(--app-primary, #0d6efd);
+    text-decoration: none;
+  }
+
+  .helpdesk-ticket-meta dd a:hover {
+    text-decoration: underline;
+  }
+
+  /* Ticket detail — communication feed in main content (no max-height) */
+  .helpdesk-ticket-detail-content .helpdesk-comm-feed {
+    max-height: none;
+  }
+
   /* --- Controlling dashboard --- */
 
   /* Segment control — radio + label (no button CSS bleed) */
@@ -803,7 +817,6 @@
     border: 1px solid var(--app-border, #dee2e6);
     border-radius: var(--app-radius, 0.375rem);
     overflow: hidden;
-    margin-bottom: calc(var(--app-spacing) * 1);
   }
 
   .helpdesk-segment-control input[type="radio"] {
@@ -860,170 +873,526 @@
     padding: calc(var(--app-spacing) * 0.75);
   }
 
-  .helpdesk-hbar-chart {
-    display: flex;
-    flex-direction: column;
-    gap: calc(var(--app-spacing) * 0.5);
-  }
-
-  .helpdesk-hbar-row {
-    display: grid;
-    grid-template-columns: 3.5rem 1fr;
-    align-items: center;
-    gap: calc(var(--app-spacing) * 0.5);
-  }
-
-  .helpdesk-hbar-label {
-    font-size: var(--text-sm, 0.875rem);
-    color: var(--app-muted, #6c757d);
-    text-align: right;
-    white-space: nowrap;
-  }
-
-  .helpdesk-hbar-track {
-    display: flex;
-    flex-direction: column;
-    gap: 3px;
-  }
-
-  .helpdesk-hbar {
-    display: flex;
-    align-items: center;
-    min-width: 2px;
-    height: 16px;
-    border-radius: 0 4px 4px 0;
-    transition: width 0.3s ease;
+  /* Vertical grouped bar chart */
+  .helpdesk-vchart-area {
     position: relative;
+    height: 10rem;
+    padding-left: 1.5rem; /* room for Y-axis labels */
+    border-bottom: 1px solid var(--app-border, #dee2e6);
   }
 
-  .helpdesk-hbar-created {
-    background: hsl(0 65% 60% / 0.5);
-  }
-
-  .helpdesk-hbar-closed {
-    background: hsl(152 50% 48% / 0.5);
-  }
-
-  .helpdesk-hbar-value {
+  /* Horizontal grid lines */
+  .helpdesk-vchart-grid-line {
     position: absolute;
-    right: -0.25rem;
-    transform: translateX(100%);
-    font-size: var(--text-xs, 0.75rem);
-    font-weight: var(--font-medium, 500);
+    left: 0;
+    right: 0;
+    height: 0;
+    border-top: 1px dashed var(--app-border-subtle, #e9ecef);
+    pointer-events: none;
+    z-index: 0;
+  }
+
+  .helpdesk-vchart-grid-label {
+    position: absolute;
+    left: 0;
+    transform: translateY(-50%);
+    font-size: 0.625rem;
     color: var(--app-muted, #6c757d);
-    white-space: nowrap;
     line-height: 1;
-    padding-left: 0.375rem;
   }
 
-  .helpdesk-hbar-legend {
+  /* Bar groups sit inside the area and stretch full height */
+  .helpdesk-vchart-groups {
+    position: relative;
     display: flex;
-    gap: calc(var(--app-spacing) * 1);
-    margin-top: calc(var(--app-spacing) * 0.75);
+    height: 100%;
+    z-index: 1;
+  }
+
+  .helpdesk-vchart-group {
+    display: flex;
+    flex-direction: column;
+    align-items: center;
+    flex: 1;
+    min-width: 0;
+  }
+
+  /* Bar container — takes remaining space, bars grow upward from bottom */
+  .helpdesk-vchart-bars {
+    display: flex;
+    align-items: flex-end;
+    justify-content: center;
+    gap: 3px;
+    flex: 1;
+    width: 100%;
+  }
+
+  .helpdesk-vchart-bar {
+    width: clamp(0.625rem, 22%, 1.25rem);
+    border-radius: 3px 3px 0 0;
+    transition: height 0.4s ease;
+  }
+
+  .helpdesk-vchart-bar-created {
+    background: hsl(0 65% 60%);
+  }
+
+  .helpdesk-vchart-bar-closed {
+    background: hsl(152 50% 48%);
+  }
+
+  /* Period label — fixed below bars */
+  .helpdesk-vchart-label {
+    flex-shrink: 0;
+    font-size: var(--text-xs, 0.75rem);
+    color: var(--app-muted, #6c757d);
+    padding-top: 0.3rem;
+    white-space: nowrap;
+    text-align: center;
+  }
+
+  /* Legend */
+  .helpdesk-vchart-legend {
+    display: flex;
+    justify-content: center;
+    gap: calc(var(--app-spacing) * 1.25);
+    padding-top: calc(var(--app-spacing) * 0.5);
     font-size: var(--text-xs, 0.75rem);
     color: var(--app-muted, #6c757d);
   }
 
-  .helpdesk-hbar-legend-item {
+  .helpdesk-vchart-legend-item {
     display: flex;
     align-items: center;
     gap: 0.375rem;
   }
 
-  .helpdesk-hbar-legend-dot {
+  .helpdesk-vchart-legend-dot {
     display: inline-block;
     width: 8px;
     height: 8px;
-    border-radius: 50%;
+    border-radius: 2px;
   }
 
-  .helpdesk-hbar-legend-dot.helpdesk-hbar-created {
-    background: hsl(0 65% 60% / 0.5);
+  .helpdesk-vchart-dot-created {
+    background: hsl(0 65% 60%);
   }
 
-  .helpdesk-hbar-legend-dot.helpdesk-hbar-closed {
-    background: hsl(152 50% 48% / 0.5);
+  .helpdesk-vchart-dot-closed {
+    background: hsl(152 50% 48%);
   }
 
-  /* Key-value tables (efficiency, contract metrics) */
-  .helpdesk-controlling-kv-table {
-    width: 100%;
-    border-collapse: collapse;
-    font-size: var(--text-sm, 0.875rem);
+  /* Contract timeline (swimlane) */
+  .helpdesk-tl {
+    padding: 0.75rem;
   }
 
-  .helpdesk-controlling-kv-table td {
-    padding: 0.375rem 0.5rem;
-    border-bottom: 1px solid var(--app-border-subtle, #e9ecef);
+  .helpdesk-tl-body {
+    position: relative;
   }
 
-  .helpdesk-controlling-kv-table td:last-child {
-    text-align: right;
-    font-weight: var(--font-medium, 500);
-    color: var(--app-contrast, #1f2937);
+  .helpdesk-tl-guides {
+    position: absolute;
+    inset: 0;
+    margin-left: calc(7.5rem + 0.625rem); /* align with tracks */
+    pointer-events: none;
+    z-index: 0;
   }
 
-  .helpdesk-controlling-kv-table td:first-child {
-    color: var(--app-muted, #6c757d);
+  .helpdesk-tl-guide {
+    position: absolute;
+    top: 0;
+    bottom: 0;
+    width: 1px;
+    background: var(--app-border-subtle, #e9ecef);
   }
 
-  /* Risk indicators */
-  .helpdesk-controlling-risk-summary {
+  .helpdesk-tl-rows {
+    position: relative;
     display: flex;
-    align-items: center;
-    justify-content: space-between;
-    padding: 0.5rem 0.75rem;
-    border-bottom: 1px solid var(--app-border, #dee2e6);
-    font-weight: var(--font-medium, 500);
+    flex-direction: column;
+    gap: 0.5rem;
+    z-index: 1;
   }
 
-  .helpdesk-controlling-risk-summary-count {
-    font-size: var(--text-sm, 0.875rem);
-    color: var(--app-muted, #6c757d);
-    font-weight: normal;
-  }
-
-  .helpdesk-controlling-risk-list {
+  .helpdesk-tl-row {
     display: grid;
-    gap: 0;
+    grid-template-columns: 7.5rem 1fr;
+    align-items: center;
+    gap: 0.625rem;
+    min-height: 1.5rem;
   }
 
-  .helpdesk-controlling-risk-row {
+  .helpdesk-tl-row-clickable {
+    cursor: pointer;
+    border-radius: var(--app-border-radius);
+    padding: 0.2rem 0.375rem;
+    margin: -0.2rem -0.375rem;
+    transition: background 0.15s ease;
+  }
+
+  .helpdesk-tl-row-clickable:hover {
+    background: var(--app-background-muted, #f8f9fa);
+  }
+
+  .helpdesk-tl-row-clickable:focus-visible {
+    outline: 2px solid var(--app-primary, #0d6efd);
+    outline-offset: -2px;
+  }
+
+  .helpdesk-tl-label {
+    display: flex;
+    flex-direction: column;
+    gap: 0.05rem;
+    text-align: right;
+    min-width: 0;
+  }
+
+  .helpdesk-tl-type {
+    font-size: var(--text-sm, 0.875rem);
+    font-weight: var(--font-semibold, 600);
+    color: var(--app-fg, #212529);
+    white-space: nowrap;
+    overflow: hidden;
+    text-overflow: ellipsis;
+  }
+
+  .helpdesk-tl-amount {
+    font-size: 0.6875rem;
+    color: var(--app-muted, #6c757d);
+    white-space: nowrap;
+  }
+
+  .helpdesk-tl-track {
+    position: relative;
+    height: 1.25rem;
+    background: var(--app-border-subtle, #f0f0f0);
+    border-radius: 3px;
+    overflow: visible;
+  }
+
+  .helpdesk-tl-bar {
+    position: absolute;
+    top: 0;
+    height: 100%;
+    border-radius: 3px;
+    min-width: 4px;
+    transition: opacity 0.15s ease;
+  }
+
+  .helpdesk-tl-bar:hover {
+    opacity: 0.8;
+  }
+
+  .helpdesk-tl-bar-active {
+    background: var(--app-success, #198754);
+    border-top-right-radius: 0;
+    border-bottom-right-radius: 0;
+  }
+
+  .helpdesk-tl-bar-ended {
+    background: hsl(0 0% 72%);
+  }
+
+  .helpdesk-tl-bar-arrow {
+    position: absolute;
+    right: -6px;
+    top: 50%;
+    transform: translateY(-50%);
+    width: 0;
+    height: 0;
+    border-top: 0.625rem solid transparent;
+    border-bottom: 0.625rem solid transparent;
+    border-left: 6px solid var(--app-success, #198754);
+  }
+
+  /* Time axis with year ticks */
+  .helpdesk-tl-axis {
+    position: relative;
+    height: 1.25rem;
+    margin-left: calc(7.5rem + 0.625rem); /* align with tracks */
+    border-top: 1px solid var(--app-border, #dee2e6);
+    margin-top: 0.5rem;
+  }
+
+  .helpdesk-tl-tick {
+    position: absolute;
+    top: 0;
+    width: 0;
+  }
+
+  .helpdesk-tl-tick::before {
+    content: '';
+    position: absolute;
+    top: 0;
+    left: 0;
+    width: 1px;
+    height: 5px;
+    background: var(--app-border, #dee2e6);
+  }
+
+  .helpdesk-tl-tick-label {
+    position: absolute;
+    top: 6px;
+    left: 0;
+    transform: translateX(-50%);
+    font-size: 0.625rem;
+    color: var(--app-muted, #6c757d);
+    white-space: nowrap;
+  }
+
+  /* Legend */
+  .helpdesk-tl-legend {
+    display: flex;
+    justify-content: center;
+    gap: calc(var(--app-spacing) * 1.25);
+    padding-top: calc(var(--app-spacing) * 0.5);
+    font-size: var(--text-xs, 0.75rem);
+    color: var(--app-muted, #6c757d);
+  }
+
+  .helpdesk-tl-legend-item {
     display: flex;
     align-items: center;
-    gap: calc(var(--app-spacing) * 0.5);
-    padding: 0.5rem 0.75rem;
-    border-bottom: 1px solid var(--app-border-subtle, #e9ecef);
+    gap: 0.375rem;
   }
 
-  .helpdesk-controlling-risk-row:last-child {
-    border-bottom: none;
-  }
-
-  .helpdesk-controlling-risk-dot {
+  .helpdesk-tl-legend-dot {
+    display: inline-block;
     width: 8px;
     height: 8px;
-    border-radius: 50%;
-    flex-shrink: 0;
+    border-radius: 2px;
   }
 
-  .helpdesk-controlling-risk-dot-triggered {
-    background: var(--app-danger, #dc3545);
-  }
-
-  .helpdesk-controlling-risk-dot-ok {
+  .helpdesk-tl-dot-active {
     background: var(--app-success, #198754);
   }
 
-  .helpdesk-controlling-risk-label {
-    flex: 1;
-    font-size: var(--text-sm, 0.875rem);
+  .helpdesk-tl-dot-ended {
+    background: hsl(0 0% 72%);
   }
 
-  .helpdesk-controlling-risk-value {
+  @media (max-width: 560px) {
+    .helpdesk-tl-row {
+      grid-template-columns: 5rem 1fr;
+    }
+
+    .helpdesk-tl-axis,
+    .helpdesk-tl-guides {
+      margin-left: calc(5rem + 0.625rem);
+    }
+  }
+
+  /* Risk assessment — Stripe-style checks */
+  .helpdesk-risk-header {
+    display: flex;
+    align-items: center;
+    gap: 0.5rem;
+    padding: 0.625rem 0.75rem;
+    border-bottom: 1px solid var(--app-border-subtle, #e9ecef);
+  }
+
+  .helpdesk-risk-header-icon {
     font-size: var(--text-sm, 0.875rem);
-    color: var(--app-muted, #6c757d);
-    text-align: right;
+    line-height: 1;
+  }
+
+  .helpdesk-risk-summary-ok { color: var(--app-success, #198754); }
+  .helpdesk-risk-summary-warn { color: hsl(38 92% 50%); }
+  .helpdesk-risk-summary-critical { color: var(--app-danger, #dc3545); }
+
+  .helpdesk-risk-header-label {
+    font-size: var(--text-sm, 0.875rem);
+    font-weight: var(--font-medium, 500);
+    color: var(--app-fg, #212529);
+  }
+
+  .helpdesk-risk-checks {
+    display: grid;
+    grid-template-columns: repeat(auto-fit, minmax(200px, 1fr));
+    gap: 0;
+  }
+
+  .helpdesk-risk-check {
+    padding: 0.75rem;
+    border-bottom: 1px solid var(--app-border-subtle, #e9ecef);
+    min-width: 0; /* prevent grid blowout with long values */
+  }
+
+  .helpdesk-risk-checks > .helpdesk-risk-check:last-child {
+    border-bottom: none;
+  }
+
+  @media (min-width: 640px) {
+    .helpdesk-risk-checks {
+      grid-template-columns: 1fr 1fr;
+    }
+
+    .helpdesk-risk-check {
+      border-right: 1px solid var(--app-border-subtle, #e9ecef);
+    }
+
+    .helpdesk-risk-check:nth-child(2n) {
+      border-right: none;
+    }
+
+    /* Remove bottom border from last row */
+    .helpdesk-risk-check:nth-last-child(-n+2) {
+      border-bottom: none;
+    }
+  }
+
+  .helpdesk-risk-check-header {
+    display: flex;
+    align-items: center;
+    gap: 0.375rem;
+    margin-bottom: 0.25rem;
+  }
+
+  .helpdesk-risk-icon {
+    font-size: 0.8125rem;
+    line-height: 1;
+    flex-shrink: 0;
+  }
+
+  .helpdesk-risk-icon-ok { color: var(--app-success, #198754); }
+  .helpdesk-risk-icon-warn { color: hsl(38 92% 50%); }
+
+  .helpdesk-risk-check-label {
+    font-size: var(--text-sm, 0.875rem);
+    font-weight: var(--font-medium, 500);
+    color: var(--app-fg, #212529);
+  }
+
+  .helpdesk-risk-check-value {
+    font-size: 1.25rem;
+    font-weight: var(--font-semibold, 600);
+    line-height: 1.3;
+    color: var(--app-fg, #212529);
+    margin-bottom: 0.125rem;
+    padding-left: 1.1875rem; /* align with label (icon width + gap) */
+    overflow: hidden;
+    text-overflow: ellipsis;
     white-space: nowrap;
   }
+
+  .helpdesk-risk-check-desc {
+    font-size: var(--text-xs, 0.75rem);
+    color: var(--app-muted, #6c757d);
+    line-height: 1.4;
+    margin-bottom: 0.375rem;
+    padding-left: 1.1875rem;
+  }
+
+  .helpdesk-risk-bar-wrapper {
+    position: relative;
+    height: 10px; /* tall enough for limit marker overshoot */
+    margin: 0.375rem 0 0.25rem 1.1875rem;
+    display: flex;
+    align-items: center;
+  }
+
+  .helpdesk-risk-bar-track {
+    position: relative;
+    width: 100%;
+    height: 4px;
+    background: var(--app-border-subtle, #e9ecef);
+    border-radius: 2px;
+    overflow: hidden;
+  }
+
+  .helpdesk-risk-bar-fill {
+    position: absolute;
+    inset: 0 auto 0 0;
+    height: 100%;
+    border-radius: 2px;
+    max-width: 100%;
+    transition: width 0.4s ease;
+  }
+
+  .helpdesk-risk-bar-ok {
+    background: var(--app-success, #198754);
+  }
+
+  .helpdesk-risk-bar-over {
+    background: hsl(38 92% 50%);
+  }
+
+  .helpdesk-risk-bar-limit {
+    position: absolute;
+    top: 0;
+    width: 2px;
+    height: 100%;
+    background: var(--app-fg, #212529);
+    border-radius: 1px;
+    opacity: 0.35;
+    transform: translateX(-1px);
+  }
+
+  .helpdesk-risk-bar-legend {
+    font-size: var(--text-xs, 0.75rem);
+    color: var(--app-muted, #6c757d);
+    padding-left: 1.1875rem;
+  }
+
+  /* Recommendation alert cards */
+  .helpdesk-rec-list {
+    display: flex;
+    flex-direction: column;
+    gap: calc(var(--app-spacing) * 0.5);
+  }
+
+  .helpdesk-rec-card {
+    display: block;
+    padding: 0.75rem 0.875rem;
+    border: 1px solid var(--app-border, #d0d7de);
+    border-left: 3px solid var(--app-muted, #6c757d);
+    border-radius: var(--app-border-radius);
+    background: var(--app-card-background-color, #fff);
+    text-decoration: none;
+    color: inherit;
+    transition: box-shadow 0.15s ease, border-color 0.15s ease;
+  }
+
+  a.helpdesk-rec-card:hover {
+    box-shadow: 0 1px 4px rgb(0 0 0 / 0.06);
+  }
+
+  a.helpdesk-rec-card:focus-visible {
+    outline: 2px solid var(--app-primary, #0d6efd);
+    outline-offset: -2px;
+  }
+
+  .helpdesk-rec-critical { border-left-color: var(--app-danger, #dc3545); }
+  .helpdesk-rec-high     { border-left-color: hsl(25 95% 53%); }
+  .helpdesk-rec-medium   { border-left-color: hsl(38 92% 50%); }
+  .helpdesk-rec-low      { border-left-color: var(--app-primary, #0d6efd); }
+
+  .helpdesk-rec-card-header {
+    display: flex;
+    align-items: center;
+    justify-content: space-between;
+    gap: 0.5rem;
+    margin-bottom: 0.25rem;
+  }
+
+  .helpdesk-rec-card-ticket {
+    font-size: var(--text-sm, 0.875rem);
+    font-weight: var(--font-semibold, 600);
+    color: var(--app-fg, #212529);
+  }
+
+  .helpdesk-rec-card-age {
+    font-size: var(--text-xs, 0.75rem);
+    font-weight: var(--font-medium, 500);
+    color: var(--app-muted, #6c757d);
+    white-space: nowrap;
+  }
+
+  .helpdesk-rec-card-message {
+    font-size: var(--text-sm, 0.875rem);
+    line-height: 1.45;
+    color: var(--app-muted, #6c757d);
+  }
+
 }
diff --git a/modules/helpdesk/web/js/helpdesk-detail.js b/modules/helpdesk/web/js/helpdesk-detail.js
index 26914e3..cefbb4d 100644
--- a/modules/helpdesk/web/js/helpdesk-detail.js
+++ b/modules/helpdesk/web/js/helpdesk-detail.js
@@ -139,52 +139,56 @@ function init(container) {
     return debitorCommunicationPromise;
   }
 
-  function hydrateTicketCategoryFilter(config, categories) {
-    const categoryFilter = document.querySelector('#helpdesk-ticket-category-filter');
-    if (!(categoryFilter instanceof HTMLSelectElement)) return;
+  /**
+   * Hydrate a dynamic select filter with values from the API response.
+   * Works for category, support user, and contact filters.
+   */
+  function hydrateSelectFilter(config, selectorId, filterKey, values) {
+    const selectEl = document.querySelector(selectorId);
+    if (!(selectEl instanceof HTMLSelectElement)) return;
 
-    const uniqueCategories = Array.from(new Set(
-      (Array.isArray(categories) ? categories : [])
+    const uniqueValues = Array.from(new Set(
+      (Array.isArray(values) ? values : [])
         .map(item => String(item || '').trim())
         .filter(Boolean),
     )).sort((a, b) => a.localeCompare(b, undefined, { numeric: true, sensitivity: 'base' }));
 
-    const currentValue = String(categoryFilter.value || '');
-    categoryFilter.innerHTML = '';
+    const currentValue = String(selectEl.value || '');
+    selectEl.innerHTML = '';
 
     const allOption = document.createElement('option');
     allOption.value = '';
     allOption.textContent = t('All');
-    categoryFilter.appendChild(allOption);
+    selectEl.appendChild(allOption);
 
-    const categoryOptionMap = {};
-    for (const category of uniqueCategories) {
+    const optionMap = {};
+    for (const value of uniqueValues) {
       const option = document.createElement('option');
-      option.value = category;
-      option.textContent = category;
-      categoryFilter.appendChild(option);
-      categoryOptionMap[category] = category;
+      option.value = value;
+      option.textContent = value;
+      selectEl.appendChild(option);
+      optionMap[value] = value;
     }
 
-    if (currentValue !== '' && Object.prototype.hasOwnProperty.call(categoryOptionMap, currentValue)) {
-      categoryFilter.value = currentValue;
+    if (currentValue !== '' && Object.prototype.hasOwnProperty.call(optionMap, currentValue)) {
+      selectEl.value = currentValue;
     } else {
-      categoryFilter.value = '';
+      selectEl.value = '';
     }
 
     if (!config.filterChipMeta || typeof config.filterChipMeta !== 'object') {
       config.filterChipMeta = {};
     }
 
-    const currentCategoryMeta = (config.filterChipMeta.category && typeof config.filterChipMeta.category === 'object')
-      ? config.filterChipMeta.category
+    const currentMeta = (config.filterChipMeta[filterKey] && typeof config.filterChipMeta[filterKey] === 'object')
+      ? config.filterChipMeta[filterKey]
       : {};
 
-    config.filterChipMeta.category = {
-      ...currentCategoryMeta,
+    config.filterChipMeta[filterKey] = {
+      ...currentMeta,
       type: 'select',
       default: '',
-      options: categoryOptionMap,
+      options: optionMap,
     };
   }
 
@@ -356,6 +360,14 @@ function init(container) {
     });
   }
 
+  const severityMap = {
+    escalation_overdue: { cls: 'critical', icon: '🔴' },
+    high_risk_aging:    { cls: 'high',     icon: '🟠' },
+    unassigned_open:    { cls: 'medium',   icon: '🟡' },
+    stale_open:         { cls: 'low',      icon: '🔵' },
+    customer_backlog:   { cls: 'low',      icon: '🔵' },
+  };
+
   function renderSystemRecommendations(recommendations) {
     const entries = Array.isArray(recommendations) ? recommendations : [];
     if (entries.length === 0) {
@@ -381,119 +393,106 @@ function init(container) {
       return messageKey || String(entry.rule_id || '—');
     };
 
-    let html = '<table><thead><tr>';
-    html += `<th>${esc(t('Ticket No.'))}</th>`;
-    html += `<th>${esc(t('Action'))}</th>`;
-    html += `<th>${esc(t('Age (h)'))}</th>`;
-    html += '</tr></thead><tbody>';
-
+    let html = '<div class="helpdesk-rec-list">';
     for (const entry of entries) {
       const ticketNo = String(entry.ticket_no || '');
       const href = ticketNo ? ticketUrl(ticketNo) : '';
-      const ageHours = Number.isFinite(Number(entry.age_hours)) ? String(entry.age_hours) : '—';
-      const rowAttrs = href ? ` class="app-clickable-row" data-href="${esc(href)}" tabindex="0"` : '';
-      html += `<tr${rowAttrs}>`;
-      html += ticketNo && href
-        ? `<td><a href="${esc(href)}">${esc(ticketNo)}</a></td>`
-        : `<td>${esc(ticketNo || '—')}</td>`;
-      html += `<td>${esc(formatRecommendationMessage(entry))}</td>`;
-      html += `<td>${esc(ageHours)}</td>`;
-      html += '</tr>';
-    }
+      const ruleId = String(entry.rule_id || '');
+      const severity = severityMap[ruleId] || { cls: 'low', icon: '🔵' };
+      const ageHours = Number.isFinite(Number(entry.age_hours)) ? Number(entry.age_hours) : null;
+      const ageLabel = ageHours !== null ? fmtHours(ageHours) : '';
+      const message = formatRecommendationMessage(entry);
 
-    html += '</tbody></table>';
+      const tag = href ? 'a' : 'div';
+      const hrefAttr = href ? ` href="${esc(href)}"` : '';
+      html += `<${tag}${hrefAttr} class="helpdesk-rec-card helpdesk-rec-${severity.cls}" tabindex="0">`;
+      html += `<div class="helpdesk-rec-card-header">`;
+      html += `<span class="helpdesk-rec-card-ticket">${esc(ticketNo || '—')}</span>`;
+      if (ageLabel) html += `<span class="helpdesk-rec-card-age">${esc(ageLabel)}</span>`;
+      html += `</div>`;
+      html += `<div class="helpdesk-rec-card-message">${esc(message)}</div>`;
+      html += `</${tag}>`;
+    }
+    html += '</div>';
     return html;
   }
 
-  function renderSupportContracts(entries) {
-    const contracts = Array.isArray(entries) ? entries : [];
+  function renderSupportContractKpis(contracts) {
+    const entries = Array.isArray(contracts) ? contracts : [];
+    const wrapper = document.getElementById('support-contract-kpis-wrapper');
+    if (!wrapper) return;
 
-    if (contracts.length === 0) {
-      return renderEmptyState({
-        message: t('No contracts found for this customer.'),
-        size: 'compact',
-        align: 'center',
-        icon: false,
-      });
+    if (entries.length === 0) {
+      wrapper.hidden = true;
+      return;
     }
 
-    const formatDate = (value) => {
-      const raw = String(value || '').trim();
-      if (!raw || raw.startsWith('0001-01-01')) return '—';
-      const date = new Date(raw);
-      if (Number.isNaN(date.getTime())) return raw;
-      return date.toLocaleDateString();
-    };
-
-    const amountFormatter = new Intl.NumberFormat(undefined, {
+    const amountFmt = new Intl.NumberFormat(undefined, {
       style: 'currency',
       currency: 'EUR',
-      maximumFractionDigits: 2,
+      maximumFractionDigits: 0,
     });
 
-    let html = '<table><thead><tr>';
-    html += `<th>${esc(t('Contract No.'))}</th>`;
-    html += `<th>${esc(t('Product type'))}</th>`;
-    html += `<th>${esc(t('State'))}</th>`;
-    html += `<th>${esc(t('Next invoicing'))}</th>`;
-    html += `<th>${esc(t('Amount'))}</th>`;
-    html += '</tr></thead><tbody>';
+    const activeCount = entries.filter(c => String(c.state || '').toLowerCase() !== 'ended').length;
+    const totalVolume = entries.reduce((sum, c) => sum + Number(c.total_payoff_amount ?? 0), 0);
+    const totalSupportHours = entries.reduce((sum, c) => sum + Number(c.support_hours ?? 0), 0);
 
-    for (const contract of contracts.slice(0, 20)) {
-      const amount = Number(contract.total_payoff_amount ?? 0);
-      html += '<tr>';
-      html += `<td>${esc(contract.contract_no || '')}</td>`;
-      html += `<td>${esc(contract.product_type || '—')}</td>`;
-      html += `<td>${esc(contract.state || '—')}</td>`;
-      html += `<td>${esc(formatDate(contract.next_invoicing_date))}</td>`;
-      html += `<td>${esc(amountFormatter.format(Number.isFinite(amount) ? amount : 0))}</td>`;
-      html += '</tr>';
+    // Find nearest next invoicing
+    const now = Date.now();
+    let nearestInvoicing = null;
+    for (const c of entries) {
+      const raw = String(c.next_invoicing_date || '').trim();
+      if (!raw || raw.startsWith('0001-01-01')) continue;
+      const date = new Date(raw);
+      if (!Number.isNaN(date.getTime()) && date.getTime() > now) {
+        if (!nearestInvoicing || date < nearestInvoicing) nearestInvoicing = date;
+      }
     }
 
-    html += '</tbody></table>';
-    return html;
+    setText('support-kpi-active-contracts', activeCount);
+    const totalContracts = entries.length;
+    if (totalContracts > activeCount) {
+      setHtml('support-kpi-active-contracts-trend',
+        `<span class="helpdesk-kpi-trend-neutral">${esc(t('of {total} total').replace('{total}', totalContracts))}</span>`);
+    }
+
+    setText('support-kpi-monthly-volume', amountFmt.format(totalVolume));
+
+    if (totalSupportHours > 0) {
+      setText('support-kpi-support-hours',
+        (Number.isInteger(totalSupportHours) ? totalSupportHours : totalSupportHours.toFixed(1)) + 'h');
+    } else {
+      setText('support-kpi-support-hours', '—');
+    }
+
+    if (nearestInvoicing) {
+      setText('support-kpi-next-invoicing', nearestInvoicing.toLocaleDateString());
+      const daysUntil = Math.ceil((nearestInvoicing.getTime() - now) / 86400000);
+      if (daysUntil >= 0) {
+        const cls = daysUntil <= 7 ? 'helpdesk-kpi-trend-negative'
+          : daysUntil <= 30 ? 'helpdesk-kpi-trend-neutral'
+          : 'helpdesk-kpi-trend-positive';
+        setHtml('support-kpi-next-invoicing-trend',
+          `<span class="${cls}">${esc(t('in {days} days').replace('{days}', daysUntil))}</span>`);
+      }
+    } else {
+      setText('support-kpi-next-invoicing', '—');
+    }
+
+    wrapper.hidden = false;
   }
 
   function contractTypeLabel(productType) {
     return String(productType || '').trim() || '—';
   }
 
-  const ACCENT_COUNT = 8;
-  const accentTypeMap = new Map();
-
-  function contractAccentClass(productType) {
-    const key = String(productType || '').trim().toUpperCase();
-    if (key === '') return 'accent-0';
-    if (!accentTypeMap.has(key)) {
-      accentTypeMap.set(key, accentTypeMap.size % ACCENT_COUNT);
-    }
-    return 'accent-' + accentTypeMap.get(key);
-  }
-
-  function contractIcon(productType) {
-    const type = String(productType || '').trim().toLowerCase();
-    if (type === 'wa') return 'bi-tools';
-    if (type === 'fb') return 'bi-cash-stack';
-    if (type === 'lz') return 'bi-key';
-    if (type === 'ho') return 'bi-cloud';
-    if (type === 'su') return 'bi-headset';
-    if (type === 'sw') return 'bi-code-square';
-    return 'bi-file-earmark-text';
-  }
-
-  // Shared formatters for contract rendering
+  // Shared formatter for contract rendering (dialog, timeline)
   const contractAmountFmt = new Intl.NumberFormat(undefined, {
     style: 'currency',
     currency: 'EUR',
     maximumFractionDigits: 2,
   });
 
-  const contractAmountFmtShort = new Intl.NumberFormat(undefined, {
-    style: 'currency',
-    currency: 'EUR',
-    maximumFractionDigits: 0,
-  });
-
   function contractFormatDate(value) {
     const raw = String(value || '').trim();
     if (!raw || raw.startsWith('0001-01-01')) return '—';
@@ -502,13 +501,6 @@ function init(container) {
     return date.toLocaleDateString();
   }
 
-  function contractStateClass(state) {
-    const s = String(state || '').toLowerCase();
-    if (s === 'aktiv') return 'state-active';
-    if (s === 'vorbereitung') return 'state-prep';
-    return 'state-ended';
-  }
-
   function contractStateVariant(state) {
     const s = String(state || '').toLowerCase();
     if (s === 'aktiv') return 'success';
@@ -519,55 +511,7 @@ function init(container) {
   /** Store all contracts for dialog access */
   let salesContracts = [];
 
-  function renderContractCards(contracts) {
-    if (!Array.isArray(contracts) || contracts.length === 0) {
-      return renderEmptyState({
-        message: t('No contract details available.'),
-        size: 'compact',
-        align: 'center',
-        icon: false,
-      });
-    }
 
-    salesContracts = contracts;
-
-    let html = '<div class="helpdesk-contract-cards">';
-    for (let i = 0; i < contracts.length; i++) {
-      const contract = contracts[i];
-      const accent = contractAccentClass(contract.product_type);
-      const stateClass = contractStateClass(contract.state);
-      const monthlyAmt = Number(contract.monthly_amount ?? 0);
-      const lines = Array.isArray(contract.lines) ? contract.lines : [];
-      const typeLabel = contractTypeLabel(contract.product_type);
-
-      html += `<button type="button" class="helpdesk-contract-card ${accent} ${stateClass}" data-contract-index="${i}">`;
-
-      // Status badge — top-right
-      html += `<span class="helpdesk-contract-card-status">`;
-      html += `<span class="helpdesk-contract-card-dot"></span>${esc(contract.state || '—')}`;
-      html += `</span>`;
-
-      // Type label (uppercase, prominent)
-      html += `<span class="helpdesk-contract-card-type">${esc(typeLabel)}</span>`;
-
-      // Amount hero — or last invoicing date for inactive contracts
-      if (monthlyAmt > 0) {
-        html += `<span class="helpdesk-contract-card-amount">${esc(contractAmountFmtShort.format(monthlyAmt))}</span>`;
-        html += `<span class="helpdesk-contract-card-period">${esc(t('per month'))}</span>`;
-      } else if (stateClass === 'state-ended' && contract.next_invoicing_date) {
-        const dateStr = contractFormatDate(contract.next_invoicing_date);
-        if (dateStr !== '—') {
-          html += `<span class="helpdesk-contract-card-amount helpdesk-contract-card-amount-muted">${esc(dateStr)}</span>`;
-          html += `<span class="helpdesk-contract-card-period">${esc(t('Last invoicing'))}</span>`;
-        }
-      }
-
-      html += `</button>`;
-    }
-    html += '</div>';
-
-    return html;
-  }
 
   function renderContractLinesTable(lines) {
     if (!Array.isArray(lines) || lines.length === 0) {
@@ -674,110 +618,52 @@ function init(container) {
     dialog.showModal();
   }
 
-  // Delegate click on contract cards
+  // Delegate click on contract cards and timeline rows
   container.addEventListener('click', (e) => {
-    const card = e.target.closest('.helpdesk-contract-card[data-contract-index]');
-    if (!card) return;
-    const index = Number(card.dataset.contractIndex);
+    const target = e.target.closest('.helpdesk-contract-card[data-contract-index], .helpdesk-tl-row-clickable[data-contract-index]');
+    if (!target) return;
+    const index = Number(target.dataset.contractIndex);
     if (salesContracts[index]) {
       openContractDialog(salesContracts[index]);
     }
   });
 
-  // KPI tile click → scroll to ticket list and set status filter
+  // KPI tile click → scroll to ticket list and apply filter or sort
   container.addEventListener('click', (e) => {
-    const kpi = e.target.closest('.helpdesk-kpi-clickable[data-kpi-filter]');
+    const kpi = e.target.closest('.helpdesk-kpi-clickable[data-kpi-filter], .helpdesk-kpi-clickable[data-kpi-sort]');
     if (!kpi) return;
-    const filterValue = kpi.dataset.kpiFilter || '';
-    const statusSelect = document.getElementById('helpdesk-ticket-status-filter');
-    if (statusSelect instanceof HTMLSelectElement) {
-      statusSelect.value = filterValue;
-      statusSelect.dispatchEvent(new Event('change', { bubbles: true }));
+
+    // Apply status filter if present
+    if (kpi.dataset.kpiFilter !== undefined) {
+      const filterValue = kpi.dataset.kpiFilter || '';
+      const statusSelect = document.getElementById('helpdesk-ticket-status-filter');
+      if (statusSelect instanceof HTMLSelectElement) {
+        statusSelect.value = filterValue;
+        statusSelect.dispatchEvent(new Event('change', { bubbles: true }));
+      }
     }
+
+    // Apply sort if present (format: "column:dir")
+    if (kpi.dataset.kpiSort) {
+      const [col, dir] = kpi.dataset.kpiSort.split(':');
+      const url = new URL(window.location.href);
+      url.searchParams.set('order', col);
+      url.searchParams.set('dir', dir || 'asc');
+      // Also set open filter for "avg age" to show only open tickets
+      const statusSelect = document.getElementById('helpdesk-ticket-status-filter');
+      if (statusSelect instanceof HTMLSelectElement) {
+        statusSelect.value = 'open';
+        statusSelect.dispatchEvent(new Event('change', { bubbles: true }));
+      }
+      window.history.replaceState(null, '', url.toString());
+    }
+
     const ticketSection = document.querySelector('.helpdesk-support-ticket-list');
     if (ticketSection) {
       ticketSection.scrollIntoView({ behavior: 'smooth', block: 'start' });
     }
   });
 
-  function renderEscalatedTickets(entries, meta) {
-    const escalatedEntries = Array.isArray(entries) ? entries : [];
-    const escalationMeta = (meta && typeof meta === 'object') ? meta : {};
-
-    if (escalationMeta.available === false) {
-      return errorNotice(t('Could not load escalated tickets.'));
-    }
-
-    if (escalatedEntries.length === 0) {
-      return renderEmptyState({
-        message: t('No escalated tickets right now.'),
-        size: 'compact',
-        align: 'center',
-        icon: false,
-      });
-    }
-
-    const formatDateTime = (value) => {
-      const raw = String(value || '').trim();
-      if (!raw || raw.startsWith('0001-01-01')) return '—';
-      const date = new Date(raw);
-      if (Number.isNaN(date.getTime())) return raw;
-      return date.toLocaleString();
-    };
-
-    const formatDuration = (secondsValue) => {
-      const totalSeconds = Number(secondsValue);
-      if (!Number.isFinite(totalSeconds) || totalSeconds <= 0) {
-        return '—';
-      }
-
-      const seconds = Math.floor(totalSeconds);
-      const days = Math.floor(seconds / 86400);
-      const hours = Math.floor((seconds % 86400) / 3600);
-      const minutes = Math.floor((seconds % 3600) / 60);
-
-      if (days > 0) {
-        const dayLabel = days === 1 ? t('day') : t('days');
-        return hours > 0 ? `${days} ${dayLabel} ${hours} ${t('hours')}` : `${days} ${dayLabel}`;
-      }
-
-      if (hours > 0) {
-        return `${hours} ${t('hours')}`;
-      }
-
-      return `${Math.max(1, minutes)} min`;
-    };
-
-    let html = '<table><thead><tr>';
-    html += `<th>${esc(t('Ticket No.'))}</th>`;
-    html += `<th>${esc(t('Escalation code'))}</th>`;
-    html += `<th>${esc(t('SLA target'))}</th>`;
-    html += `<th>${esc(t('Last activity'))}</th>`;
-    html += `<th>${esc(t('Overdue by'))}</th>`;
-    html += '</tr></thead><tbody>';
-
-    for (const entry of escalatedEntries.slice(0, 25)) {
-      const ticketNo = String(entry.ticket_no || '');
-      const href = ticketNo ? ticketUrl(ticketNo) : '';
-      html += `<tr class="app-clickable-row" data-href="${esc(href)}" tabindex="0">`;
-      html += `<td><a href="${esc(href)}">${esc(ticketNo)}</a></td>`;
-      html += `<td>${esc(String(entry.escalation_code || '—'))}</td>`;
-      html += `<td>${esc(formatDuration(entry.target_seconds))}</td>`;
-      html += `<td>${esc(formatDateTime(entry.last_activity_iso))}</td>`;
-      html += `<td>${esc(formatDuration(entry.overdue_seconds))}</td>`;
-      html += '</tr>';
-    }
-
-    html += '</tbody></table>';
-    return html;
-  }
-
-  function updateBadge(id, count) {
-    const badge = document.getElementById(id);
-    if (badge) {
-      badge.textContent = String(count);
-    }
-  }
 
   function setText(id, value) {
     const el = document.getElementById(id);
@@ -804,7 +690,6 @@ function init(container) {
   function showLoading(id) {
     const el = document.getElementById(id);
     if (el) {
-      el.setAttribute('aria-busy', 'true');
       el.hidden = false;
     }
   }
@@ -812,7 +697,6 @@ function init(container) {
   function hideLoading(id) {
     const el = document.getElementById(id);
     if (el) {
-      el.removeAttribute('aria-busy');
       el.hidden = true;
     }
   }
@@ -844,6 +728,16 @@ function init(container) {
       if (href) {
         window.location.href = href;
       }
+      return;
+    }
+    // Timeline row keyboard activation
+    const tlRow = e.target.closest('.helpdesk-tl-row-clickable[data-contract-index]');
+    if (tlRow) {
+      e.preventDefault();
+      const index = Number(tlRow.dataset.contractIndex);
+      if (salesContracts[index]) {
+        openContractDialog(salesContracts[index]);
+      }
     }
   });
 
@@ -875,8 +769,10 @@ function init(container) {
     }
 
     try {
-      const categoryResponse = await fetchTicketCategories(config, appBase);
-      hydrateTicketCategoryFilter(config, categoryResponse?.categories || []);
+      const filterOptionsResponse = await fetchTicketCategories(config, appBase);
+      hydrateSelectFilter(config, '#helpdesk-ticket-category-filter', 'category', filterOptionsResponse?.categories || []);
+      hydrateSelectFilter(config, '#helpdesk-ticket-support-filter', 'support', filterOptionsResponse?.support_users || []);
+      hydrateSelectFilter(config, '#helpdesk-ticket-contact-filter', 'contact', filterOptionsResponse?.contacts || []);
 
       const gridOptions = {
         gridjs,
@@ -953,8 +849,6 @@ function init(container) {
     showContent('support-content');
 
     const recommendationsEl = document.getElementById('support-system-recommendations');
-    const contractsEl = document.getElementById('support-contracts-widget');
-    const escalationEl = document.getElementById('support-escalation-widget');
     if (!result?.ok) {
       setText('support-kpi-open-tickets', '—');
       setText('support-kpi-created-30d', '—');
@@ -963,12 +857,6 @@ function init(container) {
       if (recommendationsEl) {
         recommendationsEl.innerHTML = errorNotice(t('Could not load tickets.'));
       }
-      if (contractsEl) {
-        contractsEl.innerHTML = errorNotice(t('Could not load contracts.'));
-      }
-      if (escalationEl) {
-        escalationEl.innerHTML = errorNotice(t('Could not load escalated tickets.'));
-      }
       supportTabRendered = true;
       return;
     }
@@ -1037,54 +925,21 @@ function init(container) {
       ageHintEl.innerHTML = `<span class="helpdesk-kpi-trend-negative">${criticalTickets} ${t('critical')}</span>`;
     }
 
-    // Recommendations widget
+    // Contract KPIs (second row)
+    const contracts = Array.isArray(result.contracts) ? result.contracts : [];
+    renderSupportContractKpis(contracts);
+
+    // Recommendations + escalations merged — only show section when there are entries
+    const recommendationsWrapper = document.getElementById('support-recommendations-wrapper');
     if (recommendationsEl) {
       const recommendations = Array.isArray(result.recommendations)
         ? result.recommendations
         : (Array.isArray(result.actions) ? result.actions : []);
       if (recommendations.length > 0) {
         recommendationsEl.innerHTML = renderSystemRecommendations(recommendations);
-      } else {
-        recommendationsEl.innerHTML = renderEmptyState({
-          message: t('No system recommendations right now.'),
-          size: 'compact',
-        });
-      }
-    }
-
-    // Contracts widget
-    if (contractsEl) {
-      const contracts = Array.isArray(result.contracts) ? result.contracts : [];
-      const contractsMeta = (result.contracts_meta && typeof result.contracts_meta === 'object')
-        ? result.contracts_meta
-        : {};
-
-      if (contracts.length === 0 && contractsMeta.available === false) {
-        contractsEl.innerHTML = errorNotice(t('Could not load contracts.'));
-      } else if (contracts.length > 0) {
-        contractsEl.innerHTML = renderSupportContracts(contracts);
-      } else {
-        contractsEl.innerHTML = renderEmptyState({
-          message: t('No contracts found for this customer.'),
-          size: 'compact',
-        });
-      }
-    }
-
-    // Escalation widget
-    if (escalationEl) {
-      const escalationEntries = Array.isArray(result.escalation_entries) ? result.escalation_entries : [];
-      const escalationMeta = (result.escalation_meta && typeof result.escalation_meta === 'object')
-        ? result.escalation_meta
-        : {};
-
-      if (escalationEntries.length > 0 || escalationMeta.available === false) {
-        escalationEl.innerHTML = renderEscalatedTickets(escalationEntries, escalationMeta);
-      } else {
-        escalationEl.innerHTML = renderEmptyState({
-          message: t('No escalated tickets right now.'),
-          size: 'compact',
-        });
+        if (recommendationsWrapper) recommendationsWrapper.hidden = false;
+      } else if (recommendationsWrapper) {
+        recommendationsWrapper.hidden = true;
       }
     }
 
@@ -1188,12 +1043,8 @@ function init(container) {
         `<span class="${cls}">${esc(t('in {days} days').replace('{days}', daysUntil))}</span>`);
     }
 
-    // Render contracts
-    const detailEl = document.getElementById('sales-contracts-detail');
-    if (detailEl) {
-      detailEl.innerHTML = `<h3 class="helpdesk-support-section-title">${esc(t('Contract overview'))}</h3>`
-        + renderContractCards(result.contracts || []);
-    }
+    // Contract timeline (swimlane view — click on bar opens contract dialog)
+    renderContractTimeline(result.contracts || []);
 
     // Init contacts grid (server-side, same pattern as tickets)
     initContactsGrid();
@@ -1201,6 +1052,144 @@ function init(container) {
     salesTabRendered = true;
   }
 
+  function renderContractTimeline(contracts) {
+    const chartEl = document.getElementById('sales-trend-chart');
+    if (!chartEl || !contracts.length) return;
+
+    // Store contracts for dialog access
+    salesContracts = contracts;
+
+    const amountFmt = new Intl.NumberFormat(undefined, {
+      style: 'currency',
+      currency: 'EUR',
+      maximumFractionDigits: 0,
+    });
+
+    const nowDate = new Date();
+
+    // Parse dates and compute timeline range
+    const items = [];
+    let globalMin = Infinity;
+    let globalMax = -Infinity;
+
+    for (let i = 0; i < contracts.length; i++) {
+      const c = contracts[i];
+      const startRaw = String(c.starting_date || '').trim();
+      if (!startRaw || startRaw.startsWith('0001')) continue;
+
+      const startTs = new Date(startRaw).getTime();
+      if (Number.isNaN(startTs)) continue;
+
+      const stateLower = String(c.state || '').toLowerCase();
+      const isActive = stateLower === 'aktiv';
+
+      let endTs;
+      if (isActive) {
+        endTs = nowDate.getTime();
+      } else {
+        const endRaw = String(c.next_invoicing_date || '').trim();
+        endTs = (endRaw && !endRaw.startsWith('0001')) ? new Date(endRaw).getTime() : startTs;
+        if (Number.isNaN(endTs)) endTs = startTs;
+      }
+
+      if (startTs < globalMin) globalMin = startTs;
+      if (endTs > globalMax) globalMax = endTs;
+      if (isActive && nowDate.getTime() > globalMax) globalMax = nowDate.getTime();
+
+      items.push({
+        contract_index: i,
+        contract_no: String(c.contract_no || ''),
+        product_type: String(c.product_type || '').trim(),
+        monthly_amount: Number(c.monthly_amount ?? 0),
+        is_active: isActive,
+        start_ts: startTs,
+        end_ts: endTs,
+      });
+    }
+
+    if (items.length === 0) return;
+
+    // Sort: active first, then by start date
+    items.sort((a, b) => {
+      if (a.is_active !== b.is_active) return a.is_active ? -1 : 1;
+      return a.start_ts - b.start_ts;
+    });
+
+    // Extend range to full years so all year ticks are always visible
+    const firstYear = new Date(globalMin).getFullYear();
+    const lastYear = new Date(globalMax).getFullYear();
+    const yearStartMin = new Date(firstYear, 0, 1).getTime();
+    const yearStartMax = new Date(lastYear, 0, 1).getTime();
+    const rangeMin = Math.min(globalMin, yearStartMin);
+    const rangeMax = Math.max(globalMax, yearStartMax);
+    const range = rangeMax - rangeMin || 1;
+    const padding = range * 0.02;
+    const timeMin = rangeMin - padding;
+    const timeMax = rangeMax + padding;
+    const timeRange = timeMax - timeMin;
+
+    // Build year tick marks + vertical guide lines
+    const minYear = new Date(globalMin).getFullYear();
+    const maxYear = new Date(globalMax).getFullYear();
+    let ticksHtml = '';
+    let guidesHtml = '';
+    for (let y = minYear; y <= maxYear; y++) {
+      const yearTs = new Date(y, 0, 1).getTime();
+      const pct = ((yearTs - timeMin) / timeRange) * 100;
+      if (pct >= 0 && pct <= 100) {
+        ticksHtml += `<div class="helpdesk-tl-tick" style="left:${pct.toFixed(2)}%">
+          <span class="helpdesk-tl-tick-label">${y}</span>
+        </div>`;
+        guidesHtml += `<div class="helpdesk-tl-guide" style="left:${pct.toFixed(2)}%"></div>`;
+      }
+    }
+
+    // Build swimlane rows
+    let rowsHtml = '';
+    for (const item of items) {
+      const leftPct = ((item.start_ts - timeMin) / timeRange) * 100;
+      const widthPct = ((item.end_ts - item.start_ts) / timeRange) * 100;
+      const barCls = item.is_active ? 'helpdesk-tl-bar-active' : 'helpdesk-tl-bar-ended';
+      const typeLabel = item.product_type ? item.product_type.toUpperCase() : '';
+      const amtLabel = item.monthly_amount > 0 ? amountFmt.format(item.monthly_amount) : '';
+
+      const startDate = new Date(item.start_ts).toLocaleDateString();
+      const endLabel = item.is_active ? t('active') : new Date(item.end_ts).toLocaleDateString();
+      const tooltip = `${item.contract_no} · ${startDate} – ${endLabel}` + (amtLabel ? ` · ${amtLabel}/M` : '');
+
+      rowsHtml += `<div class="helpdesk-tl-row helpdesk-tl-row-clickable" data-contract-index="${item.contract_index}" tabindex="0">
+        <div class="helpdesk-tl-label">
+          <span class="helpdesk-tl-type">${esc(typeLabel || item.contract_no)}</span>
+          <span class="helpdesk-tl-amount">${esc(amtLabel ? amtLabel + '/M' : '')}</span>
+        </div>
+        <div class="helpdesk-tl-track">
+          <div class="helpdesk-tl-bar ${barCls}" style="left:${leftPct.toFixed(2)}%;width:${Math.max(widthPct, 0.5).toFixed(2)}%"
+            data-tooltip="${esc(tooltip)}" data-tooltip-pos="top">${item.is_active ? '<span class="helpdesk-tl-bar-arrow"></span>' : ''}</div>
+        </div>
+      </div>`;
+    }
+
+    chartEl.innerHTML = `
+      <div class="helpdesk-tl">
+        <div class="helpdesk-tl-body">
+          <div class="helpdesk-tl-guides">${guidesHtml}</div>
+          <div class="helpdesk-tl-rows">${rowsHtml}</div>
+        </div>
+        <div class="helpdesk-tl-axis">${ticksHtml}</div>
+      </div>
+      <div class="helpdesk-tl-legend">
+        <span class="helpdesk-tl-legend-item">
+          <span class="helpdesk-tl-legend-dot helpdesk-tl-dot-active"></span>
+          ${esc(t('active'))}
+        </span>
+        <span class="helpdesk-tl-legend-item">
+          <span class="helpdesk-tl-legend-dot helpdesk-tl-dot-ended"></span>
+          ${esc(t('ended'))}
+        </span>
+      </div>
+    `;
+  }
+
   async function renderDebitorCommunicationAside() {
     const feedEl = document.getElementById('debitor-communication-feed');
     const loadingEl = document.getElementById('debitor-communication-loading');
@@ -1358,8 +1347,7 @@ function init(container) {
     // Trend chart
     renderTrendChart(result.trend || []);
 
-    // Efficiency
-    renderEfficiencyWidget(result.efficiency || {});
+
 
     // Risk indicators
     renderControllingRiskIndicators(result.risk_indicators || [], result.risk_summary || {});
@@ -1371,6 +1359,7 @@ function init(container) {
     const chartEl = document.getElementById('controlling-trend-chart');
     if (!chartEl || !trend.length) return;
 
+    // Find max value for Y-axis scaling
     let max = 0;
     for (const bucket of trend) {
       if (bucket.created > max) max = bucket.created;
@@ -1378,74 +1367,102 @@ function init(container) {
     }
     if (max === 0) max = 1;
 
-    let rowsHtml = '';
+    // Compute nice grid lines (2-3 lines)
+    const gridStep = max <= 5 ? 1 : max <= 15 ? 5 : max <= 50 ? 10 : Math.ceil(max / 4 / 10) * 10;
+    let gridHtml = '';
+    for (let v = gridStep; v <= max; v += gridStep) {
+      const pct = ((v / max) * 100).toFixed(1);
+      gridHtml += `<div class="helpdesk-vchart-grid-line" style="bottom:${pct}%">
+        <span class="helpdesk-vchart-grid-label">${v}</span>
+      </div>`;
+    }
+
+    // Bar groups
+    let barsHtml = '';
     for (const bucket of trend) {
-      const createdPct = Math.round((bucket.created / max) * 100);
-      const closedPct = Math.round((bucket.closed / max) * 100);
-      rowsHtml += `<div class="helpdesk-hbar-row">
-        <span class="helpdesk-hbar-label">${esc(bucket.label)}</span>
-        <div class="helpdesk-hbar-track">
-          <div class="helpdesk-hbar helpdesk-hbar-created" style="width:${createdPct}%">
-            <span class="helpdesk-hbar-value">${bucket.created}</span>
-          </div>
-          <div class="helpdesk-hbar helpdesk-hbar-closed" style="width:${closedPct}%">
-            <span class="helpdesk-hbar-value">${bucket.closed}</span>
-          </div>
+      const createdPct = ((bucket.created / max) * 100).toFixed(1);
+      const closedPct = ((bucket.closed / max) * 100).toFixed(1);
+      barsHtml += `<div class="helpdesk-vchart-group">
+        <div class="helpdesk-vchart-bars">
+          <div class="helpdesk-vchart-bar helpdesk-vchart-bar-created" style="height:${createdPct}%" data-tooltip="${bucket.created}" data-tooltip-pos="top"></div>
+          <div class="helpdesk-vchart-bar helpdesk-vchart-bar-closed" style="height:${closedPct}%" data-tooltip="${bucket.closed}" data-tooltip-pos="top"></div>
         </div>
+        <span class="helpdesk-vchart-label">${esc(bucket.label)}</span>
       </div>`;
     }
 
     chartEl.innerHTML = `
-      <div class="helpdesk-hbar-chart">${rowsHtml}</div>
-      <div class="helpdesk-hbar-legend">
-        <span class="helpdesk-hbar-legend-item">
-          <span class="helpdesk-hbar-legend-dot helpdesk-hbar-created"></span>
+      <div class="helpdesk-vchart-area">
+        ${gridHtml}
+        <div class="helpdesk-vchart-groups">${barsHtml}</div>
+      </div>
+      <div class="helpdesk-vchart-legend">
+        <span class="helpdesk-vchart-legend-item">
+          <span class="helpdesk-vchart-legend-dot helpdesk-vchart-dot-created"></span>
           ${esc(t('Created'))}
         </span>
-        <span class="helpdesk-hbar-legend-item">
-          <span class="helpdesk-hbar-legend-dot helpdesk-hbar-closed"></span>
+        <span class="helpdesk-vchart-legend-item">
+          <span class="helpdesk-vchart-legend-dot helpdesk-vchart-dot-closed"></span>
           ${esc(t('Closed'))}
         </span>
       </div>
     `;
   }
 
-  function renderEfficiencyWidget(efficiency) {
-    const el = document.getElementById('controlling-efficiency');
-    if (!el) return;
-
-    const rows = [
-      [t('Avg. resolution'), efficiency.resolution_hours != null ? fmtHours(efficiency.resolution_hours) : '—'],
-      [t('Oldest open'), efficiency.oldest_open_hours != null ? fmtHours(efficiency.oldest_open_hours) : '—'],
-      [t('Without assignee'), String(efficiency.unassigned_count ?? 0)],
-    ];
-
-    el.innerHTML = '<table class="helpdesk-controlling-kv-table">' +
-      rows.map(([label, value]) => `<tr><td>${esc(label)}</td><td>${esc(value)}</td></tr>`).join('') +
-      '</table>';
-  }
-
   function renderControllingRiskIndicators(indicators, summary) {
     const el = document.getElementById('controlling-risk-indicators');
     if (!el || !indicators.length) return;
 
-    const level = summary.level || 'low';
-    const levelLabel = t(level.charAt(0).toUpperCase() + level.slice(1));
-    const levelCls = level === 'high' ? 'helpdesk-kpi-trend-negative'
-      : level === 'medium' ? 'helpdesk-kpi-trend-neutral'
-      : 'helpdesk-kpi-trend-positive';
+    // Count triggered from actual indicator data (single source of truth)
+    const total = indicators.length;
+    const triggered = indicators.filter(ind => !!ind.triggered).length;
+    const summaryLabel = triggered === 0
+      ? t('All checks passed')
+      : triggered + ' ' + t('of') + ' ' + total + ' ' + t('checks flagged');
+    const summaryCls = triggered === 0 ? 'helpdesk-risk-summary-ok'
+      : triggered <= 2 ? 'helpdesk-risk-summary-warn'
+      : 'helpdesk-risk-summary-critical';
 
-    let html = `<div class="helpdesk-controlling-risk-summary">
-      <span class="${levelCls}">${esc(levelLabel)}</span>
-      <span class="helpdesk-controlling-risk-summary-count">${summary.triggered ?? 0}/${summary.total ?? 0} ${esc(t('flags'))}</span>
+    let html = `<div class="helpdesk-risk-header">
+      <span class="helpdesk-risk-header-icon ${summaryCls}">${triggered === 0 ? '✓' : '⚠'}</span>
+      <span class="helpdesk-risk-header-label">${esc(summaryLabel)}</span>
     </div>`;
-    html += '<div class="helpdesk-controlling-risk-list">';
+    html += '<div class="helpdesk-risk-checks">';
     for (const ind of indicators) {
-      const dotCls = ind.triggered ? 'helpdesk-controlling-risk-dot-triggered' : 'helpdesk-controlling-risk-dot-ok';
-      html += `<div class="helpdesk-controlling-risk-row">
-        <span class="helpdesk-controlling-risk-dot ${dotCls}"></span>
-        <span class="helpdesk-controlling-risk-label">${esc(t(ind.label) || ind.label)}</span>
-        <span class="helpdesk-controlling-risk-value">${esc(ind.value)} / ${esc(ind.threshold)}</span>
+      const icon = ind.triggered ? '⚠' : '✓';
+      const iconCls = ind.triggered ? 'helpdesk-risk-icon-warn' : 'helpdesk-risk-icon-ok';
+      const barCls = ind.triggered ? 'helpdesk-risk-bar-over' : 'helpdesk-risk-bar-ok';
+
+      // Threshold bar: normalised to whichever is larger (value or threshold)
+      // so the bar always fits inside the track and the limit marker stays visible.
+      const rawVal = ind.raw_value ?? 0;
+      const thresholdVal = ind.threshold_value ?? 1;
+      const scale = Math.max(rawVal, thresholdVal, 1); // prevent division by 0
+      const fillPct = Math.min(100, (rawVal / scale) * 100);
+      const limitPct = Math.min(100, (thresholdVal / scale) * 100);
+
+      // Format display value with fmtHours for hour-based units
+      const displayValue = ind.unit === 'h' && typeof rawVal === 'number' && rawVal > 0
+        ? fmtHours(rawVal)
+        : esc(ind.value);
+      const limitLabel = ind.unit === 'h' ? t('Limit') + ' ' + fmtHours(thresholdVal) : t('Limit') + ' ' + thresholdVal + ind.unit;
+
+      const descText = ind.description ? t(ind.description) : '';
+
+      html += `<div class="helpdesk-risk-check">
+        <div class="helpdesk-risk-check-header">
+          <span class="helpdesk-risk-icon ${iconCls}">${icon}</span>
+          <span class="helpdesk-risk-check-label">${esc(t(ind.label) || ind.label)}</span>
+        </div>
+        <div class="helpdesk-risk-check-value">${displayValue}</div>
+        ${descText ? `<div class="helpdesk-risk-check-desc">${esc(descText)}</div>` : ''}
+        <div class="helpdesk-risk-bar-wrapper">
+          <div class="helpdesk-risk-bar-track">
+            <div class="helpdesk-risk-bar-fill ${barCls}" style="width:${fillPct}%"></div>
+          </div>
+          <div class="helpdesk-risk-bar-limit" style="left:${limitPct}%"></div>
+        </div>
+        <div class="helpdesk-risk-bar-legend">${esc(limitLabel)}</div>
       </div>`;
     }
     html += '</div>';
diff --git a/pages/admin/imports/index(default).phtml b/pages/admin/imports/index(default).phtml
index fa10833..c278ff6 100644
--- a/pages/admin/imports/index(default).phtml
+++ b/pages/admin/imports/index(default).phtml
@@ -89,7 +89,7 @@ $renderErrorTable = static function (array $rows): void {
             </a>
           </blockquote>
         <?php endif; ?>
-        <form id="imports-upload-form" method="post" enctype="multipart/form-data">
+        <form id="imports-upload-form" method="post" enctype="multipart/form-data" data-standard-detail-form="1">
           <input type="hidden" name="<?php e($csrfKey); ?>" value="<?php e($csrfToken); ?>">
           <input type="hidden" name="stage" value="analyze">
           <input type="hidden" name="type" value="<?php e($selectedType); ?>">
@@ -104,7 +104,7 @@ $renderErrorTable = static function (array $rows): void {
         </form>
       </div>
     <?php elseif ($step === 'mapping'): ?>
-      <form id="imports-mapping-form" method="post">
+      <form id="imports-mapping-form" method="post" data-standard-detail-form="1">
         <input type="hidden" name="<?php e($csrfKey); ?>" value="<?php e($csrfToken); ?>">
         <input type="hidden" name="stage" value="preview">
         <input type="hidden" name="type" value="<?php e($selectedType); ?>">
@@ -179,7 +179,7 @@ $renderErrorTable = static function (array $rows): void {
         <h3><?php e(t('Row issues')); ?></h3>
         <?php $renderErrorTable(is_array($preview['errors'] ?? null) ? $preview['errors'] : []); ?>
         <hr>
-        <form id="imports-commit-form" method="post">
+        <form id="imports-commit-form" method="post" data-standard-detail-form="1">
           <input type="hidden" name="<?php e($csrfKey); ?>" value="<?php e($csrfToken); ?>">
           <input type="hidden" name="stage" value="commit">
           <input type="hidden" name="type" value="<?php e($selectedType); ?>">
diff --git a/templates/partials/app-main-aside-icon-bar.phtml b/templates/partials/app-main-aside-icon-bar.phtml
index c0abd43..94cd2c4 100644
--- a/templates/partials/app-main-aside-icon-bar.phtml
+++ b/templates/partials/app-main-aside-icon-bar.phtml
@@ -44,24 +44,26 @@ $hasAdminPanel = layoutHasAdminPanel($layoutAuth);
                     </button>
                 </li>
             <?php endforeach; ?>
-            <?php if ($hasAdminPanel): ?>
+        </ul>
+        <div class="aside-icon-footer">
+            <ul role="list">
                 <li>
-                    <button type="button" id="aside-tab-admin" data-aside-target="admin" role="tab" aria-selected="false"
-                        aria-controls="aside-panel-admin" aria-label="<?php e(t('Admin')); ?>"
-                        data-tooltip="<?php e(t('Admin')); ?>" data-tooltip-pos="right">
-                        <i class="bi bi-shield-lock"></i>
-                    </button>
+                    <a href="<?php e($accountUrl); ?>" aria-label="<?php e(t('Account')); ?>"
+                        data-tooltip="<?php e($accountTooltip); ?>" data-tooltip-pos="right" data-aside-shortcut="account"><i
+                            class="bi bi-person-circle"></i></a>
                 </li>
+            </ul>
+            <?php if ($hasAdminPanel): ?>
+                <ul class="aside-icon-group" role="tablist" aria-orientation="vertical">
+                    <li>
+                        <button type="button" id="aside-tab-admin" data-aside-target="admin" role="tab" aria-selected="false"
+                            aria-controls="aside-panel-admin" aria-label="<?php e(t('Admin')); ?>"
+                            data-tooltip="<?php e(t('Admin')); ?>" data-tooltip-pos="right">
+                            <i class="bi bi-gear"></i>
+                        </button>
+                    </li>
+                </ul>
             <?php endif; ?>
-        </ul>
-        <ul role="list">
-            <li>
-                <a href="<?php e($accountUrl); ?>" aria-label="<?php e(t('Account')); ?>"
-                    data-tooltip="<?php e($accountTooltip); ?>" data-tooltip-pos="right" data-aside-shortcut="account"><i
-                        class="bi bi-person-circle"></i></a>
-            </li>
-
-
-        </ul>
+        </div>
     </nav>
 </aside>
diff --git a/tests/Architecture/AgentSystemEnforcementContractTest.php b/tests/Architecture/AgentSystemEnforcementContractTest.php
index c9f201b..d0dff86 100644
--- a/tests/Architecture/AgentSystemEnforcementContractTest.php
+++ b/tests/Architecture/AgentSystemEnforcementContractTest.php
@@ -114,14 +114,14 @@ final class AgentSystemEnforcementContractTest extends TestCase
             $content = $this->readProjectFile($relativePath);
 
             preg_match_all('/\bGR-(CORE|TEST|UI|SEC)-[A-Z0-9]{3,}\b/', $content, $guardMatches);
-            foreach (array_unique($guardMatches[0] ?? []) as $id) {
+            foreach (array_unique($guardMatches[0]) as $id) {
                 if (!isset($knownGuardIds[$id])) {
                     $unknown[] = $relativePath . ': ' . $id;
                 }
             }
 
             preg_match_all('/\bQG-[0-9]{3}\b/', $content, $gateMatches);
-            foreach (array_unique($gateMatches[0] ?? []) as $id) {
+            foreach (array_unique($gateMatches[0]) as $id) {
                 if (!isset($knownGateIds[$id])) {
                     $unknown[] = $relativePath . ': ' . $id;
                 }
diff --git a/web/css/layout/app-aside-icon-bar.css b/web/css/layout/app-aside-icon-bar.css
index af2b171..a90cfef 100644
--- a/web/css/layout/app-aside-icon-bar.css
+++ b/web/css/layout/app-aside-icon-bar.css
@@ -16,6 +16,10 @@ aside.aside-icon-bar nav {
   height: 100vh;
 }
 
+aside.aside-icon-bar .aside-icon-footer {
+  display: grid;
+}
+
 aside.aside-icon-bar ul,
 aside.aside-icon-bar li {
   margin: 0;
@@ -94,6 +98,11 @@ aside.aside-icon-bar li button:focus-visible {
     gap: var(--app-spacing);
   }
 
+  aside.aside-icon-bar .aside-icon-footer {
+    display: flex;
+    gap: var(--app-spacing);
+  }
+
   aside.aside-icon-bar ul {
     display: flex;
     justify-content: space-around;
diff --git a/web/css/layout/app-sidebar.css b/web/css/layout/app-sidebar.css
index 4c2119e..b3babd1 100644
--- a/web/css/layout/app-sidebar.css
+++ b/web/css/layout/app-sidebar.css
@@ -40,7 +40,7 @@
     display: inline-flex;
     align-items: center;
     justify-content: center;
-    font-size: 10px;
+    font-size: 10px; /* icon-font metric — intentional px */
     width: 1.45rem;
     height: 1.45rem;
     border-radius: 6px;