@escalated-dev/escalated 0.7.0 → 0.8.0

package/src/locales/en.json

@@ -1,467 +1,729 @@
 {
-  "nav": {
-    "admin": "Admin",
-    "admin_badge": "ADMIN",
-    "agent_panel": "Agent Panel",
-    "back_to_app": "Back to App",
-    "my_tickets": "My Tickets",
-    "dashboard": "Dashboard",
-    "tickets": "Tickets",
-    "reports": "Reports",
-    "departments": "Departments",
-    "sla_policies": "SLA Policies",
-    "escalation_rules": "Escalation Rules",
-    "tags": "Tags",
-    "canned_responses": "Canned Responses",
-    "macros": "Macros",
-    "api_tokens": "API Tokens",
-    "plugins": "Plugins",
-    "settings": "Settings"
-  },
-  "status": {
-    "open": "Open",
-    "in_progress": "In Progress",
-    "waiting_on_customer": "Waiting on Customer",
-    "waiting_on_agent": "Waiting on Agent",
-    "escalated": "Escalated",
-    "resolved": "Resolved",
-    "closed": "Closed",
-    "reopened": "Reopened"
-  },
-  "priority": {
-    "low": "Low",
-    "medium": "Medium",
-    "high": "High",
-    "urgent": "Urgent",
-    "critical": "Critical"
-  },
-  "activity": {
-    "status_changed": "changed status",
-    "assigned": "assigned ticket",
-    "unassigned": "unassigned ticket",
-    "priority_changed": "changed priority",
-    "tag_added": "added tag",
-    "tag_removed": "removed tag",
-    "escalated": "escalated ticket",
-    "sla_breached": "SLA breached",
-    "replied": "replied",
-    "note_added": "added note",
-    "department_changed": "changed department",
-    "reopened": "reopened ticket",
-    "resolved": "resolved ticket",
-    "closed": "closed ticket",
-    "system": "System",
-    "no_activity": "No activity yet.",
-    "to": "to",
-    "assigned_to": "assigned to"
-  },
-  "ticket": {
-    "reference": "Reference",
-    "subject": "Subject",
-    "requester": "Requester",
-    "status": "Status",
-    "priority": "Priority",
-    "assignee": "Assignee",
-    "last_reply": "Last Reply",
-    "unknown": "Unknown",
-    "unassigned": "Unassigned",
-    "no_tickets": "No tickets found.",
-    "details": "Details",
-    "department": "Department",
-    "created": "Created",
-    "activity": "Activity",
-    "conversation": "Conversation",
-    "by": "by",
-    "assign_to_me": "Assign to Me",
-    "close_ticket": "Close Ticket",
-    "reopen": "Reopen",
-    "all_tickets": "All Tickets",
-    "ticket_queue": "Ticket Queue",
-    "my_tickets": "My Tickets",
-    "new_ticket": "New Ticket",
-    "create_ticket": "Create Ticket",
-    "submit_ticket": "Submit Ticket",
-    "no_replies": "No replies yet.",
-    "ticket_closed_no_replies": "This ticket is closed. No further replies can be added."
-  },
-  "bulk": {
-    "tickets_selected": ":count ticket(s) selected",
-    "status_placeholder": "Status...",
-    "priority_placeholder": "Priority...",
-    "assign_placeholder": "Assign to...",
-    "department_placeholder": "Department...",
-    "delete": "Delete",
-    "deselect_all": "Deselect All"
-  },
-  "filter": {
-    "search_tickets": "Search tickets...",
-    "all_statuses": "All Statuses",
-    "all_priorities": "All Priorities",
-    "all_agents": "All Agents",
-    "all_departments": "All Departments",
-    "following": "Following"
-  },
-  "quick_filter": {
-    "my_tickets": "My Tickets",
-    "unassigned": "Unassigned",
-    "urgent_plus": "Urgent+",
-    "sla_breaching": "SLA Breaching",
-    "following": "Following"
-  },
-  "reply": {
-    "reply": "Reply",
-    "internal_note": "Internal Note",
-    "note_visibility": "This note is only visible to agents.",
-    "placeholder": "Type your reply...",
-    "canned_responses": "Canned responses...",
-    "add_note": "Add Note",
-    "send_reply": "Send Reply",
-    "pinned": "Pinned",
-    "unpin": "Unpin",
-    "pin": "Pin",
-    "write_internal_note": "Write an internal note..."
-  },
-  "rating": {
-    "customer_rating": "Customer Rating",
-    "how_was_experience": "How was your experience?",
-    "terrible": "Terrible",
-    "poor": "Poor",
-    "okay": "Okay",
-    "good": "Good",
-    "excellent": "Excellent",
-    "feedback_placeholder": "Any additional feedback? (optional)",
-    "thank_you": "Thank you for your feedback!",
-    "submit_rating": "Submit Rating",
-    "customer_satisfaction": "Customer Satisfaction"
-  },
-  "keyboard": {
-    "title": "Keyboard Shortcuts",
-    "list_view": "List View",
-    "detail_view": "Detail View",
-    "global": "Global",
-    "move_down": "Move down",
-    "move_up": "Move up",
-    "toggle_select": "Toggle select",
-    "open_ticket": "Open ticket",
-    "reply": "Reply",
-    "internal_note": "Internal note",
-    "change_status": "Change status",
-    "change_priority": "Change priority",
-    "follow_unfollow": "Follow/unfollow",
-    "show_help": "Show this help",
-    "esc_to_close": "Press Esc to close"
-  },
-  "sla": {
-    "overdue": "Overdue",
-    "breached": "SLA Breached",
-    "first_response": "First Response",
-    "resolution": "Resolution"
-  },
-  "follow": {
-    "following": "Following",
-    "follow": "Follow"
-  },
-  "file": {
-    "drop_or_browse": "Drop files here or :link",
-    "browse": "browse"
-  },
-  "macro": {
-    "apply_macro": "Apply Macro",
-    "macros": "Macros",
-    "no_macros": "No macros available"
-  },
-  "form": {
-    "name": "Name",
-    "description": "Description",
-    "slug": "Slug",
-    "auto_generated": "Auto-generated if empty",
-    "active": "Active",
-    "update": "Update",
-    "create": "Create",
-    "save": "Save",
-    "cancel": "Cancel",
-    "edit": "Edit",
-    "delete": "Delete",
-    "actions": "Actions",
-    "order": "Order",
-    "value": "Value",
-    "yes": "Yes",
-    "no": "No",
-    "confirm": "Confirm",
-    "none": "None",
-    "general": "General",
-    "shared": "Shared",
-    "private": "Private",
-    "color": "Color",
-    "title": "Title",
-    "copy": "Copy",
-    "dismiss": "Dismiss",
-    "saved": "Saved.",
-    "saving": "Saving...",
-    "creating": "Creating...",
-    "submitting": "Submitting...",
-    "sending": "Sending...",
-    "uploading": "Uploading...",
-    "copied": "Copied!",
-    "subject": "Subject",
-    "priority": "Priority",
-    "department": "Department",
-    "attachments": "Attachments"
-  },
-  "presence": {
-    "also_viewing": "Also viewing: :names"
-  },
-  "pinned_notes": {
-    "title": "Pinned Notes",
-    "unpin": "Unpin"
-  },
-  "admin": {
-    "settings": {
-      "title": "Settings",
-      "general": "General",
-      "guest_tickets": "Guest Tickets",
-      "guest_tickets_desc": "Allow visitors to submit tickets without signing in",
-      "allow_customer_close": "Allow Customer Close",
-      "allow_customer_close_desc": "Let customers close their own tickets",
-      "auto_close": "Auto-close resolved tickets after",
-      "auto_close_desc": "Days after resolution before auto-closing (0 to disable)",
-      "days": "days",
-      "limits": "Limits",
-      "max_attachments": "Max attachments per reply",
-      "max_attachment_size": "Max attachment size",
-      "tickets": "Tickets",
-      "reference_prefix": "Reference Prefix",
-      "reference_prefix_desc": "Prefix for ticket references (e.g. ESC produces ESC-00001)",
-      "inbound_email": "Inbound Email",
-      "inbound_email_desc": "Allow creating and replying to tickets via email",
-      "email_provider": "Email Provider",
-      "email_provider_desc": "How inbound emails are received",
-      "support_email": "Support Email Address",
-      "support_email_desc": "The email address customers will send emails to (e.g. support@example.com)",
-      "signing_key": "Signing Key",
-      "webhook_url": "Webhook URL",
-      "mailgun_webhook_desc": "Configure this URL in your Mailgun dashboard",
-      "inbound_token": "Inbound Token",
-      "postmark_webhook_desc": "Configure this URL in your Postmark server settings",
-      "region": "Region",
-      "topic_arn": "Topic ARN",
-      "ses_webhook_desc": "Configure this URL as your SNS subscription endpoint",
-      "host": "Host",
-      "port": "Port",
-      "encryption": "Encryption",
-      "username": "Username",
-      "password": "Password",
-      "mailbox": "Mailbox",
-      "save_settings": "Save Settings"
+    "nav": {
+        "admin": "Admin",
+        "admin_badge": "ADMIN",
+        "agent_panel": "Agent Panel",
+        "back_to_app": "Back to App",
+        "my_tickets": "My Tickets",
+        "dashboard": "Dashboard",
+        "tickets": "Tickets",
+        "reports": "Reports",
+        "departments": "Departments",
+        "sla_policies": "SLA Policies",
+        "escalation_rules": "Escalation Rules",
+        "tags": "Tags",
+        "canned_responses": "Canned Responses",
+        "macros": "Macros",
+        "api_tokens": "API Tokens",
+        "plugins": "Plugins",
+        "settings": "Settings"
     },
-    "reports": {
-      "title": "Reports",
-      "last_days": "Last :count days",
-      "total_tickets": "Total Tickets",
-      "resolved": "Resolved",
-      "avg_first_response": "Avg First Response",
-      "sla_breaches": "SLA Breaches",
-      "by_status": "By Status",
-      "by_priority": "By Priority",
-      "no_data": "No ticket data for this period",
-      "no_ratings": "No ratings for this period",
-      "ratings_count": "(:count ratings)"
+    "status": {
+        "open": "Open",
+        "in_progress": "In Progress",
+        "waiting_on_customer": "Waiting on Customer",
+        "waiting_on_agent": "Waiting on Agent",
+        "escalated": "Escalated",
+        "resolved": "Resolved",
+        "closed": "Closed",
+        "reopened": "Reopened"
     },
-    "departments": {
-      "title": "Departments",
-      "add": "Add Department",
-      "edit_title": "Edit Department",
-      "new_title": "New Department",
-      "tickets": "Tickets",
-      "agents": "Agents",
-      "no_departments": "No departments yet",
-      "no_departments_desc": "Create your first department to organize tickets",
-      "confirm_delete": "Delete this department?"
+    "priority": {
+        "low": "Low",
+        "medium": "Medium",
+        "high": "High",
+        "urgent": "Urgent",
+        "critical": "Critical"
     },
-    "sla_policies": {
-      "title": "SLA Policies",
-      "add": "Add Policy",
-      "edit_title": "Edit SLA Policy",
-      "new_title": "New SLA Policy",
-      "default": "Default",
-      "business_hours": "Business Hours",
-      "business_hours_only": "Business hours only",
-      "default_policy": "Default policy",
-      "first_response_hours": "First Response Hours (by priority)",
-      "resolution_hours": "Resolution Hours (by priority)",
-      "no_policies": "No SLA policies yet",
-      "no_policies_desc": "Define response and resolution time targets",
-      "confirm_delete": "Delete this SLA policy?"
+    "activity": {
+        "status_changed": "changed status",
+        "assigned": "assigned ticket",
+        "unassigned": "unassigned ticket",
+        "priority_changed": "changed priority",
+        "tag_added": "added tag",
+        "tag_removed": "removed tag",
+        "escalated": "escalated ticket",
+        "sla_breached": "SLA breached",
+        "replied": "replied",
+        "note_added": "added note",
+        "department_changed": "changed department",
+        "reopened": "reopened ticket",
+        "resolved": "resolved ticket",
+        "closed": "closed ticket",
+        "system": "System",
+        "no_activity": "No activity yet.",
+        "to": "to",
+        "assigned_to": "assigned to"
     },
-    "escalation_rules": {
-      "title": "Escalation Rules",
-      "add": "Add Rule",
-      "edit_title": "Edit Escalation Rule",
-      "new_title": "New Escalation Rule",
-      "trigger": "Trigger",
-      "trigger_type": "Trigger Type",
-      "time_based": "Time Based",
-      "sla_breach": "SLA Breach",
-      "priority_based": "Priority Based",
-      "conditions": "Conditions",
-      "add_short": "+ Add",
-      "status": "Status",
-      "priority": "Priority",
-      "assignment": "Assignment",
-      "age_hours": "Age (hours)",
-      "no_response_hours": "No Response (hours)",
-      "sla_breached": "SLA Breached",
-      "escalate": "Escalate",
-      "change_priority": "Change Priority",
-      "assign_to": "Assign To",
-      "change_department": "Change Department",
-      "no_rules": "No escalation rules yet",
-      "no_rules_desc": "Set up automatic escalation for overdue tickets",
-      "confirm_delete": "Delete this escalation rule?"
+    "ticket": {
+        "reference": "Reference",
+        "subject": "Subject",
+        "requester": "Requester",
+        "status": "Status",
+        "priority": "Priority",
+        "assignee": "Assignee",
+        "last_reply": "Last Reply",
+        "unknown": "Unknown",
+        "unassigned": "Unassigned",
+        "no_tickets": "No tickets found.",
+        "details": "Details",
+        "department": "Department",
+        "created": "Created",
+        "activity": "Activity",
+        "conversation": "Conversation",
+        "by": "by",
+        "assign_to_me": "Assign to Me",
+        "close_ticket": "Close Ticket",
+        "reopen": "Reopen",
+        "all_tickets": "All Tickets",
+        "ticket_queue": "Ticket Queue",
+        "my_tickets": "My Tickets",
+        "new_ticket": "New Ticket",
+        "create_ticket": "Create Ticket",
+        "submit_ticket": "Submit Ticket",
+        "no_replies": "No replies yet.",
+        "ticket_closed_no_replies": "This ticket is closed. No further replies can be added."
     },
-    "canned_responses": {
-      "title": "Canned Responses",
-      "add": "Add Response",
-      "title_placeholder": "Title",
-      "body_placeholder": "Response body...",
-      "category_placeholder": "Category (optional)",
-      "no_responses": "No canned responses yet",
-      "no_responses_desc": "Create reusable templates for common replies",
-      "confirm_delete": "Delete this canned response?"
+    "bulk": {
+        "tickets_selected": ":count ticket(s) selected",
+        "status_placeholder": "Status...",
+        "priority_placeholder": "Priority...",
+        "assign_placeholder": "Assign to...",
+        "department_placeholder": "Department...",
+        "delete": "Delete",
+        "deselect_all": "Deselect All"
     },
-    "tags": {
-      "title": "Tags",
-      "add": "Add Tag",
-      "no_tags": "No tags yet",
-      "no_tags_desc": "Create tags to categorize and filter tickets",
-      "confirm_delete": "Delete this tag?"
+    "filter": {
+        "search_tickets": "Search tickets...",
+        "all_statuses": "All Statuses",
+        "all_priorities": "All Priorities",
+        "all_agents": "All Agents",
+        "all_departments": "All Departments",
+        "following": "Following"
     },
-    "macros": {
-      "title": "Macros",
-      "subtitle": "Macros automate repetitive actions on tickets.",
-      "create_macro": "Create Macro",
-      "update_macro": "Update Macro",
-      "shared_label": "Shared with all agents",
-      "add_action": "+ Add Action",
-      "no_actions": "No actions yet. Add actions to define what this macro does.",
-      "set_status": "Set Status",
-      "set_priority": "Set Priority",
-      "assign_to": "Assign To",
-      "add_tags": "Add Tags",
-      "move_to_department": "Move to Department",
-      "send_reply": "Send Reply",
-      "add_internal_note": "Add Internal Note",
-      "select_status": "Select status...",
-      "select_priority": "Select priority...",
-      "agent_placeholder": "Agent ID or email",
-      "tags_placeholder": "Comma-separated tag names",
-      "department_placeholder": "Department ID or name",
-      "reply_placeholder": "Reply message...",
-      "note_placeholder": "Note content...",
-      "no_macros": "No macros yet",
-      "no_macros_desc": "Create macros to automate repetitive ticket actions",
-      "creator": "Creator",
-      "confirm_delete": "Delete this macro? This cannot be undone."
+    "quick_filter": {
+        "my_tickets": "My Tickets",
+        "unassigned": "Unassigned",
+        "urgent_plus": "Urgent+",
+        "sla_breaching": "SLA Breaching",
+        "following": "Following"
     },
-    "api_tokens": {
-      "title": "API Tokens",
-      "subtitle": "Manage API tokens for desktop apps and external integrations.",
-      "create_token": "Create Token",
-      "api_disabled": "The REST API is currently disabled. Set ESCALATED_API_ENABLED=true in your .env to enable it.",
-      "token_created": "Token created! Copy it now — it won't be shown again.",
-      "new_token": "New API Token",
-      "token_name": "Token Name",
-      "token_name_placeholder": "e.g. Desktop App - Work Laptop",
-      "user": "User",
-      "select_user": "Select user...",
-      "abilities": "Abilities",
-      "expires_in": "Expires In (days)",
-      "no_expiration": "Leave empty for no expiration",
-      "last_used": "Last Used",
-      "expires": "Expires",
-      "never": "Never",
-      "expired": "Expired",
-      "revoke": "Revoke",
-      "no_tokens": "No API tokens created yet.",
-      "confirm_revoke": "Are you sure you want to revoke this token? This cannot be undone."
+    "reply": {
+        "reply": "Reply",
+        "internal_note": "Internal Note",
+        "note_visibility": "This note is only visible to agents.",
+        "placeholder": "Type your reply...",
+        "canned_responses": "Canned responses...",
+        "add_note": "Add Note",
+        "send_reply": "Send Reply",
+        "pinned": "Pinned",
+        "unpin": "Unpin",
+        "pin": "Pin",
+        "write_internal_note": "Write an internal note..."
     },
-    "plugins": {
-      "title": "Plugins",
-      "upload": "Upload Plugin",
-      "plugin_zip": "Plugin ZIP File",
-      "installed": "Installed Plugins",
-      "no_plugins": "No plugins installed",
-      "no_plugins_alt": "No plugins installed yet.",
-      "no_plugins_desc": "Upload a plugin ZIP to extend Escalated with custom functionality.",
-      "active": "Active",
-      "inactive": "Inactive",
-      "installed_date": "Installed :date",
-      "menu_items": ":count menu item(s)",
-      "widgets": ":count widget(s)",
-      "page_components": ":count page component(s)",
-      "confirm_delete": "Are you sure you want to delete this plugin? This cannot be undone."
+    "rating": {
+        "customer_rating": "Customer Rating",
+        "how_was_experience": "How was your experience?",
+        "terrible": "Terrible",
+        "poor": "Poor",
+        "okay": "Okay",
+        "good": "Good",
+        "excellent": "Excellent",
+        "feedback_placeholder": "Any additional feedback? (optional)",
+        "thank_you": "Thank you for your feedback!",
+        "submit_rating": "Submit Rating",
+        "customer_satisfaction": "Customer Satisfaction"
+    },
+    "keyboard": {
+        "title": "Keyboard Shortcuts",
+        "list_view": "List View",
+        "detail_view": "Detail View",
+        "global": "Global",
+        "move_down": "Move down",
+        "move_up": "Move up",
+        "toggle_select": "Toggle select",
+        "open_ticket": "Open ticket",
+        "reply": "Reply",
+        "internal_note": "Internal note",
+        "change_status": "Change status",
+        "change_priority": "Change priority",
+        "follow_unfollow": "Follow/unfollow",
+        "show_help": "Show this help",
+        "esc_to_close": "Press Esc to close"
+    },
+    "sla": {
+        "overdue": "Overdue",
+        "breached": "SLA Breached",
+        "first_response": "First Response",
+        "resolution": "Resolution"
+    },
+    "follow": {
+        "following": "Following",
+        "follow": "Follow"
+    },
+    "file": {
+        "drop_or_browse": "Drop files here or :link",
+        "browse": "browse"
+    },
+    "macro": {
+        "apply_macro": "Apply Macro",
+        "macros": "Macros",
+        "no_macros": "No macros available"
+    },
+    "form": {
+        "name": "Name",
+        "description": "Description",
+        "slug": "Slug",
+        "auto_generated": "Auto-generated if empty",
+        "active": "Active",
+        "update": "Update",
+        "create": "Create",
+        "save": "Save",
+        "cancel": "Cancel",
+        "edit": "Edit",
+        "delete": "Delete",
+        "actions": "Actions",
+        "order": "Order",
+        "value": "Value",
+        "yes": "Yes",
+        "no": "No",
+        "confirm": "Confirm",
+        "none": "None",
+        "general": "General",
+        "shared": "Shared",
+        "private": "Private",
+        "color": "Color",
+        "title": "Title",
+        "copy": "Copy",
+        "dismiss": "Dismiss",
+        "saved": "Saved.",
+        "saving": "Saving...",
+        "creating": "Creating...",
+        "submitting": "Submitting...",
+        "sending": "Sending...",
+        "uploading": "Uploading...",
+        "copied": "Copied!",
+        "subject": "Subject",
+        "priority": "Priority",
+        "department": "Department",
+        "attachments": "Attachments"
+    },
+    "presence": {
+        "also_viewing": "Also viewing: :names"
+    },
+    "pinned_notes": {
+        "title": "Pinned Notes",
+        "unpin": "Unpin"
+    },
+    "admin": {
+        "settings": {
+            "title": "Settings",
+            "general": "General",
+            "guest_tickets": "Guest Tickets",
+            "guest_tickets_desc": "Allow visitors to submit tickets without signing in",
+            "allow_customer_close": "Allow Customer Close",
+            "allow_customer_close_desc": "Let customers close their own tickets",
+            "auto_close": "Auto-close resolved tickets after",
+            "auto_close_desc": "Days after resolution before auto-closing (0 to disable)",
+            "days": "days",
+            "limits": "Limits",
+            "max_attachments": "Max attachments per reply",
+            "max_attachment_size": "Max attachment size",
+            "tickets": "Tickets",
+            "reference_prefix": "Reference Prefix",
+            "reference_prefix_desc": "Prefix for ticket references (e.g. ESC produces ESC-00001)",
+            "inbound_email": "Inbound Email",
+            "inbound_email_desc": "Allow creating and replying to tickets via email",
+            "email_provider": "Email Provider",
+            "email_provider_desc": "How inbound emails are received",
+            "support_email": "Support Email Address",
+            "support_email_desc": "The email address customers will send emails to (e.g. support@example.com)",
+            "signing_key": "Signing Key",
+            "webhook_url": "Webhook URL",
+            "mailgun_webhook_desc": "Configure this URL in your Mailgun dashboard",
+            "inbound_token": "Inbound Token",
+            "postmark_webhook_desc": "Configure this URL in your Postmark server settings",
+            "region": "Region",
+            "topic_arn": "Topic ARN",
+            "ses_webhook_desc": "Configure this URL as your SNS subscription endpoint",
+            "host": "Host",
+            "port": "Port",
+            "encryption": "Encryption",
+            "username": "Username",
+            "password": "Password",
+            "mailbox": "Mailbox",
+            "save_settings": "Save Settings"
+        },
+        "reports": {
+            "title": "Reports",
+            "last_days": "Last :count days",
+            "total_tickets": "Total Tickets",
+            "resolved": "Resolved",
+            "avg_first_response": "Avg First Response",
+            "sla_breaches": "SLA Breaches",
+            "by_status": "By Status",
+            "by_priority": "By Priority",
+            "no_data": "No ticket data for this period",
+            "no_ratings": "No ratings for this period",
+            "ratings_count": "(:count ratings)",
+            "advanced_reports": "Advanced Reports",
+            "sla_trends": "SLA Breach Trends",
+            "response_times": "First Response Time Analysis",
+            "resolution_times": "Resolution Time Analysis",
+            "agent_ranking": "Agent Performance Rankings",
+            "agent_detail": "Agent Deep-Dive",
+            "cohorts": "Cohort Analysis",
+            "comparison": "Period Comparison",
+            "overview": "Overview",
+            "agents": "Agents",
+            "sla": "SLA",
+            "csat": "CSAT",
+            "export": "Export",
+            "export_csv": "Export as CSV",
+            "export_json": "Export as JSON",
+            "period_custom": "Custom",
+            "period_apply": "Apply",
+            "period_start": "Start",
+            "period_end": "End",
+            "total_breaches": "Total Breaches",
+            "breach_rate": "Breach Rate",
+            "frt_breaches": "FRT Breaches",
+            "resolution_breaches_label": "Resolution Breaches",
+            "breach_count_over_time": "Breach Count Over Time",
+            "frt_vs_resolution": "First Response vs Resolution Breaches",
+            "breach_by_department": "Breach Rate by Department",
+            "breach_by_priority": "Breach Rate by Priority",
+            "at_risk": "At Risk - Approaching SLA Breach",
+            "critical": "Critical",
+            "warning": "Warning",
+            "watch": "Watch",
+            "hours_remaining": ":count h remaining",
+            "no_at_risk": "No tickets currently at risk of breaching SLA.",
+            "no_at_risk": "No tickets currently at risk.",
+            "avg_frt": "Average FRT",
+            "median_frt": "Median FRT",
+            "p90_frt": "P90 FRT",
+            "under_target": "Under Target",
+            "frt_distribution": "FRT Distribution",
+            "avg_frt_trend": "Average FRT Trend",
+            "frt_by_department": "FRT by Department",
+            "frt_by_priority": "FRT by Priority",
+            "frt_by_agent": "FRT by Agent",
+            "avg_resolution": "Avg Resolution",
+            "median_resolution": "Median Resolution",
+            "p90_resolution": "P90 Resolution",
+            "resolution_distribution": "Resolution Time Distribution",
+            "resolution_trend": "Avg Resolution Time Trend",
+            "resolution_by_department": "Resolution by Department",
+            "resolution_by_channel": "Resolution by Channel",
+            "resolution_by_agent": "Resolution Time by Agent",
+            "composite_score": "Score",
+            "resolution_rate": "Resolution %",
+            "volume": "Volume",
+            "trend": "Trend",
+            "top_performers": "Top Performers",
+            "needs_attention": "Needs Attention",
+            "back_to_rankings": "Back to Rankings",
+            "response_percentiles": "Response Time Percentiles",
+            "productivity": "Productivity (Replies & Resolutions per Day)",
+            "productivity": "Productivity",
+            "workload_over_time": "Workload Over Time",
+            "csat_breakdown": "CSAT Breakdown",
+            "by_tag": "By Tag",
+            "by_department": "By Department",
+            "by_channel": "By Channel",
+            "by_type": "By Type",
+            "no_cohort_data": "No data for this cohort type.",
+            "current_period": "Current Period",
+            "previous_period": "Previous Period",
+            "vs_previous": "vs previous period",
+            "pct_change": "% change",
+            "sla_compliance": "SLA Compliance",
+            "no_agent_data": "No agent data for this period.",
+            "avg": "Avg",
+            "median": "Median",
+            "agent": "Agent",
+            "back": "Back"
+        },
+        "departments": {
+            "title": "Departments",
+            "add": "Add Department",
+            "edit_title": "Edit Department",
+            "new_title": "New Department",
+            "tickets": "Tickets",
+            "agents": "Agents",
+            "no_departments": "No departments yet",
+            "no_departments_desc": "Create your first department to organize tickets",
+            "confirm_delete": "Delete this department?"
+        },
+        "sla_policies": {
+            "title": "SLA Policies",
+            "add": "Add Policy",
+            "edit_title": "Edit SLA Policy",
+            "new_title": "New SLA Policy",
+            "default": "Default",
+            "business_hours": "Business Hours",
+            "business_hours_only": "Business hours only",
+            "default_policy": "Default policy",
+            "first_response_hours": "First Response Hours (by priority)",
+            "resolution_hours": "Resolution Hours (by priority)",
+            "no_policies": "No SLA policies yet",
+            "no_policies_desc": "Define response and resolution time targets",
+            "confirm_delete": "Delete this SLA policy?"
+        },
+        "escalation_rules": {
+            "title": "Escalation Rules",
+            "add": "Add Rule",
+            "edit_title": "Edit Escalation Rule",
+            "new_title": "New Escalation Rule",
+            "trigger": "Trigger",
+            "trigger_type": "Trigger Type",
+            "time_based": "Time Based",
+            "sla_breach": "SLA Breach",
+            "priority_based": "Priority Based",
+            "conditions": "Conditions",
+            "add_short": "+ Add",
+            "status": "Status",
+            "priority": "Priority",
+            "assignment": "Assignment",
+            "age_hours": "Age (hours)",
+            "no_response_hours": "No Response (hours)",
+            "sla_breached": "SLA Breached",
+            "escalate": "Escalate",
+            "change_priority": "Change Priority",
+            "assign_to": "Assign To",
+            "change_department": "Change Department",
+            "no_rules": "No escalation rules yet",
+            "no_rules_desc": "Set up automatic escalation for overdue tickets",
+            "confirm_delete": "Delete this escalation rule?"
+        },
+        "canned_responses": {
+            "title": "Canned Responses",
+            "add": "Add Response",
+            "title_placeholder": "Title",
+            "body_placeholder": "Response body...",
+            "category_placeholder": "Category (optional)",
+            "no_responses": "No canned responses yet",
+            "no_responses_desc": "Create reusable templates for common replies",
+            "confirm_delete": "Delete this canned response?"
+        },
+        "tags": {
+            "title": "Tags",
+            "add": "Add Tag",
+            "no_tags": "No tags yet",
+            "no_tags_desc": "Create tags to categorize and filter tickets",
+            "confirm_delete": "Delete this tag?"
+        },
+        "macros": {
+            "title": "Macros",
+            "subtitle": "Macros automate repetitive actions on tickets.",
+            "create_macro": "Create Macro",
+            "update_macro": "Update Macro",
+            "shared_label": "Shared with all agents",
+            "add_action": "+ Add Action",
+            "no_actions": "No actions yet. Add actions to define what this macro does.",
+            "set_status": "Set Status",
+            "set_priority": "Set Priority",
+            "assign_to": "Assign To",
+            "add_tags": "Add Tags",
+            "move_to_department": "Move to Department",
+            "send_reply": "Send Reply",
+            "add_internal_note": "Add Internal Note",
+            "select_status": "Select status...",
+            "select_priority": "Select priority...",
+            "agent_placeholder": "Agent ID or email",
+            "tags_placeholder": "Comma-separated tag names",
+            "department_placeholder": "Department ID or name",
+            "reply_placeholder": "Reply message...",
+            "note_placeholder": "Note content...",
+            "no_macros": "No macros yet",
+            "no_macros_desc": "Create macros to automate repetitive ticket actions",
+            "creator": "Creator",
+            "confirm_delete": "Delete this macro? This cannot be undone."
+        },
+        "api_tokens": {
+            "title": "API Tokens",
+            "subtitle": "Manage API tokens for desktop apps and external integrations.",
+            "create_token": "Create Token",
+            "api_disabled": "The REST API is currently disabled. Set ESCALATED_API_ENABLED=true in your .env to enable it.",
+            "token_created": "Token created! Copy it now — it won't be shown again.",
+            "new_token": "New API Token",
+            "token_name": "Token Name",
+            "token_name_placeholder": "e.g. Desktop App - Work Laptop",
+            "user": "User",
+            "select_user": "Select user...",
+            "abilities": "Abilities",
+            "expires_in": "Expires In (days)",
+            "no_expiration": "Leave empty for no expiration",
+            "last_used": "Last Used",
+            "expires": "Expires",
+            "never": "Never",
+            "expired": "Expired",
+            "revoke": "Revoke",
+            "no_tokens": "No API tokens created yet.",
+            "confirm_revoke": "Are you sure you want to revoke this token? This cannot be undone."
+        },
+        "plugins": {
+            "title": "Plugins",
+            "upload": "Upload Plugin",
+            "plugin_zip": "Plugin ZIP File",
+            "installed": "Installed Plugins",
+            "no_plugins": "No plugins installed",
+            "no_plugins_alt": "No plugins installed yet.",
+            "no_plugins_desc": "Upload a plugin ZIP to extend Escalated with custom functionality.",
+            "active": "Active",
+            "inactive": "Inactive",
+            "installed_date": "Installed :date",
+            "menu_items": ":count menu item(s)",
+            "widgets": ":count widget(s)",
+            "page_components": ":count page component(s)",
+            "confirm_delete": "Are you sure you want to delete this plugin? This cannot be undone."
+        }
+    },
+    "import": {
+        "title": "Import Data",
+        "description": "Migrate tickets, contacts, and history from another helpdesk platform.",
+        "no_adapters": "No import adapters installed.",
+        "connect": "Connect to {platform}",
+        "test_connection": "Test Connection",
+        "testing": "Testing...",
+        "connected": "Connected successfully",
+        "field_mapping": "Field Mapping",
+        "skip_entity": "Skip importing {type}",
+        "review": "Review Import",
+        "start": "Start Import",
+        "starting": "Starting...",
+        "progress": "Import Progress",
+        "pause": "Pause",
+        "resume": "Resume",
+        "cancel": "Cancel",
+        "paused": "Import paused.",
+        "resumed": "Import resumed.",
+        "cancelled": "Import cancelled.",
+        "completed": "Import completed successfully.",
+        "history": "Import History",
+        "suppression_notice": "Notifications and automations are suppressed during import.",
+        "recent_errors": "Recent Errors"
+    },
+    "agent": {
+        "dashboard": "Agent Dashboard",
+        "open_tickets": "Open Tickets",
+        "my_assigned": "My Assigned",
+        "unassigned": "Unassigned",
+        "sla_breached": "SLA Breached",
+        "resolved_today": "Resolved Today",
+        "needs_attention": "Needs Attention",
+        "sla_breaching": "SLA Breaching",
+        "unassigned_urgent": "Unassigned Urgent",
+        "recent_tickets": "Recent Tickets",
+        "no_recent_tickets": "No recent tickets",
+        "my_performance": "My Performance",
+        "resolved_this_week": "Resolved This Week"
+    },
+    "guest": {
+        "submit_title": "Submit a Ticket",
+        "submit_heading": "Submit a Support Ticket",
+        "submit_desc": "No account needed. We'll give you a link to track your ticket.",
+        "sign_in_link": "Already have an account? Sign in",
+        "your_name": "Your Name",
+        "email_address": "Email Address",
+        "bookmark_title": "Bookmark this page",
+        "bookmark_desc": "This is your private link to view and reply to this ticket.",
+        "copy_link": "Copy Link",
+        "write_reply": "Write your reply..."
+    },
+    "customer": {
+        "replies": "Replies",
+        "reply": "Reply"
+    },
+    "chat": {
+        "live": "Live",
+        "chat_with_us": "Chat with us",
+        "start_chat": "Start Chat",
+        "end_chat": "End Chat",
+        "end_confirm": "End this chat?",
+        "transfer": "Transfer",
+        "typing": ":name is typing...",
+        "chatting_with": "You're chatting with :name",
+        "no_agents": "No agents available",
+        "queue_position": "You're #:position in queue",
+        "placeholder": "Type a message...",
+        "note": "Note",
+        "empty_state": "Chat started — waiting for messages",
+        "new_messages": "New messages",
+        "active_chats": "Active Chats",
+        "no_active_chats": "No active chats",
+        "open_panel": "Open chat panel",
+        "close_panel": "Close chat panel",
+        "no_chats_waiting": "No chats waiting",
+        "customer": "Customer",
+        "department": "Department",
+        "first_message": "First Message",
+        "wait_time": "Wait Time",
+        "accept": "Accept",
+        "agents": "Agents",
+        "departments": "Departments",
+        "how_was_experience": "How was your experience?",
+        "start_new_chat": "Start New Chat",
+        "close": "Close",
+        "chat_ended": "Chat Ended",
+        "thank_you": "Thank you for your feedback!",
+        "submit_rating": "Submit Rating",
+        "live_chats": "Live Chats"
+    },
+    "common": {
+        "change_status": "Change Status...",
+        "change_priority": "Change Priority...",
+        "kb": "KB",
+        "upload": "Upload"
+    },
+    "workflows": {
+        "title": "Workflows",
+        "create": "Create Workflow",
+        "edit": "Edit Workflow",
+        "delete_confirm": "Delete this workflow? This cannot be undone.",
+        "no_workflows": "No workflows yet",
+        "no_workflows_desc": "Create event-driven automations with conditions and actions",
+        "name": "Workflow Name",
+        "description": "Description",
+        "active": "Active",
+        "save": "Save Workflow",
+        "cancel": "Cancel",
+        "view_logs": "View Logs",
+        "last_triggered": "Last Triggered",
+        "trigger_count": "Runs",
+        "trigger": {
+            "title": "Trigger Event",
+            "description": "When this happens...",
+            "ticket_created": "Ticket Created",
+            "ticket_created_desc": "When a new ticket is submitted",
+            "ticket_updated": "Ticket Updated",
+            "ticket_updated_desc": "When any ticket field is modified",
+            "reply_added": "Reply Added",
+            "reply_added_desc": "When a reply is posted on a ticket",
+            "status_changed": "Status Changed",
+            "status_changed_desc": "When the ticket status is updated",
+            "ticket_assigned": "Ticket Assigned",
+            "ticket_assigned_desc": "When a ticket is assigned to an agent",
+            "ticket_escalated": "Ticket Escalated",
+            "ticket_escalated_desc": "When a ticket is escalated",
+            "sla_breached": "SLA Breached",
+            "sla_breached_desc": "When an SLA target is breached",
+            "sla_warning": "SLA Warning",
+            "sla_warning_desc": "When an SLA target is approaching",
+            "chat_started": "Chat Started",
+            "chat_started_desc": "When a live chat session begins",
+            "chat_ended": "Chat Ended",
+            "chat_ended_desc": "When a live chat session ends"
+        },
+        "conditions": {
+            "title": "Conditions",
+            "description": "Only if these conditions are met...",
+            "optional": "optional",
+            "match_all": "All conditions (AND)",
+            "match_any": "Any condition (OR)",
+            "add_condition": "Add Condition",
+            "preview": "Preview",
+            "field": {
+                "status": "Status",
+                "priority": "Priority",
+                "type": "Type",
+                "channel": "Channel",
+                "tags": "Tags",
+                "department": "Department",
+                "assigned_agent": "Assigned Agent",
+                "subject": "Subject",
+                "hours_since_created": "Hours Since Created",
+                "hours_since_updated": "Hours Since Updated",
+                "reply_count": "Reply Count",
+                "custom_field": "Custom Field"
+            },
+            "operator": {
+                "equals": "equals",
+                "not_equals": "not equals",
+                "contains": "contains",
+                "in": "in",
+                "greater_than": "greater than",
+                "less_than": "less than",
+                "is_empty": "is empty",
+                "matches": "matches"
+            }
+        },
+        "actions": {
+            "title": "Actions",
+            "description": "Then do this...",
+            "add_action": "Add Action",
+            "assign_agent": "Assign Agent",
+            "assign_agent_desc": "Assign the ticket to an agent",
+            "change_status": "Change Status",
+            "change_status_desc": "Update the ticket status",
+            "change_priority": "Change Priority",
+            "change_priority_desc": "Update the ticket priority",
+            "add_tag": "Add Tag",
+            "add_tag_desc": "Add a tag to the ticket",
+            "remove_tag": "Remove Tag",
+            "remove_tag_desc": "Remove a tag from the ticket",
+            "move_department": "Move Department",
+            "move_department_desc": "Move ticket to another department",
+            "add_note": "Add Internal Note",
+            "add_note_desc": "Add an internal note to the ticket",
+            "send_email": "Send Email Notification",
+            "send_email_desc": "Send an email notification",
+            "send_webhook": "Send Webhook",
+            "send_webhook_desc": "Send data to an external URL",
+            "delay": "Delay",
+            "delay_desc": "Wait before continuing",
+            "delay_message": "Wait {duration} {unit}, then continue...",
+            "apply_macro": "Apply Macro",
+            "apply_macro_desc": "Apply an existing macro",
+            "close_ticket": "Close Ticket",
+            "close_ticket_desc": "Close the ticket immediately",
+            "snooze": "Snooze",
+            "snooze_desc": "Snooze the ticket for a duration",
+            "specific_agent": "Specific agent",
+            "least_busy": "Least busy agent",
+            "round_robin": "Round robin",
+            "not_configured": "Not configured"
+        },
+        "logs": {
+            "title": "Workflow Execution Logs",
+            "description": "Track workflow executions and debug issues",
+            "no_logs": "No execution logs yet",
+            "no_logs_desc": "Logs appear when workflows are triggered",
+            "timestamp": "Timestamp",
+            "workflow": "Workflow",
+            "ticket": "Ticket",
+            "event": "Event",
+            "matched": "Matched",
+            "actions_executed": "Actions",
+            "duration": "Duration",
+            "status": "Status",
+            "success": "Success",
+            "failed": "Failed",
+            "skipped": "Skipped",
+            "action_details": "Action-by-Action Execution",
+            "all_workflows": "All Workflows",
+            "from": "From",
+            "to": "To"
+        },
+        "variables": {
+            "insert": "Insert Variable",
+            "ticket_reference": "Ticket Reference",
+            "ticket_subject": "Ticket Subject",
+            "ticket_status": "Ticket Status",
+            "agent_name": "Agent Name",
+            "requester_name": "Requester Name",
+            "requester_email": "Requester Email",
+            "department_name": "Department Name"
+        },
+        "builder": {
+            "step": "Step",
+            "trigger_step": "Step 1: Trigger Event",
+            "conditions_step": "Step 2: Conditions",
+            "actions_step": "Step 3: Actions",
+            "saving": "Saving...",
+            "update": "Update Workflow",
+            "create": "Create Workflow"
+        }
     }
-  },
-  "import": {
-    "title": "Import Data",
-    "description": "Migrate tickets, contacts, and history from another helpdesk platform.",
-    "no_adapters": "No import adapters installed.",
-    "connect": "Connect to {platform}",
-    "test_connection": "Test Connection",
-    "testing": "Testing...",
-    "connected": "Connected successfully",
-    "field_mapping": "Field Mapping",
-    "skip_entity": "Skip importing {type}",
-    "review": "Review Import",
-    "start": "Start Import",
-    "starting": "Starting...",
-    "progress": "Import Progress",
-    "pause": "Pause",
-    "resume": "Resume",
-    "cancel": "Cancel",
-    "paused": "Import paused.",
-    "resumed": "Import resumed.",
-    "cancelled": "Import cancelled.",
-    "completed": "Import completed successfully.",
-    "history": "Import History",
-    "suppression_notice": "Notifications and automations are suppressed during import.",
-    "recent_errors": "Recent Errors"
-  },
-  "agent": {
-    "dashboard": "Agent Dashboard",
-    "open_tickets": "Open Tickets",
-    "my_assigned": "My Assigned",
-    "unassigned": "Unassigned",
-    "sla_breached": "SLA Breached",
-    "resolved_today": "Resolved Today",
-    "needs_attention": "Needs Attention",
-    "sla_breaching": "SLA Breaching",
-    "unassigned_urgent": "Unassigned Urgent",
-    "recent_tickets": "Recent Tickets",
-    "no_recent_tickets": "No recent tickets",
-    "my_performance": "My Performance",
-    "resolved_this_week": "Resolved This Week"
-  },
-  "guest": {
-    "submit_title": "Submit a Ticket",
-    "submit_heading": "Submit a Support Ticket",
-    "submit_desc": "No account needed. We'll give you a link to track your ticket.",
-    "sign_in_link": "Already have an account? Sign in",
-    "your_name": "Your Name",
-    "email_address": "Email Address",
-    "bookmark_title": "Bookmark this page",
-    "bookmark_desc": "This is your private link to view and reply to this ticket.",
-    "copy_link": "Copy Link",
-    "write_reply": "Write your reply..."
-  },
-  "customer": {
-    "replies": "Replies",
-    "reply": "Reply"
-  },
-  "common": {
-    "change_status": "Change Status...",
-    "change_priority": "Change Priority...",
-    "kb": "KB",
-    "upload": "Upload"
-  }
 }