diff --git a/components/quotes/ticket-detail-modal.tsx b/components/quotes/ticket-detail-modal.tsx
index ecb5c45..a851681 100644
--- a/components/quotes/ticket-detail-modal.tsx
+++ b/components/quotes/ticket-detail-modal.tsx
@@ -1,6 +1,6 @@
 'use client';
 
-import { useState, useEffect } from 'react';
+import { useState, useEffect, useMemo } from 'react';
 import {
   Dialog,
   DialogContent,
@@ -27,38 +27,44 @@ import {
   ChevronRight,
   MessageSquare,
   Timer,
+  Bot,
+  UserCircle,
 } from 'lucide-react';
 
+// noteType values that are system/automated (workflow rules, monitoring, auto-close, etc.)
+const SYSTEM_NOTE_TYPES = new Set([13, 91, 93, 94, 99, 101]);
+
 interface TicketDetailModalProps {
   ticketNumber: string;
   open: boolean;
   onOpenChange: (open: boolean) => void;
 }
 
+type TimelineItem =
+  | { kind: 'note'; ts: number; data: any }
+  | { kind: 'time'; ts: number; data: any };
+
 export function TicketDetailModal({ ticketNumber, open, onOpenChange }: TicketDetailModalProps) {
   const [ticket, setTicket] = useState<any>(null);
   const [loading, setLoading] = useState(false);
   const [error, setError] = useState<string | null>(null);
 
   const [notes, setNotes] = useState<any[]>([]);
-  const [notesLoading, setNotesLoading] = useState(false);
-  const [notesOpen, setNotesOpen] = useState(false);
-  const [notesFetched, setNotesFetched] = useState(false);
-
   const [timeEntries, setTimeEntries] = useState<any[]>([]);
-  const [timeLoading, setTimeLoading] = useState(false);
-  const [timeOpen, setTimeOpen] = useState(false);
-  const [timeFetched, setTimeFetched] = useState(false);
+  const [timelineLoading, setTimelineLoading] = useState(false);
+  const [timelineOpen, setTimelineOpen] = useState(false);
+  const [timelineFetched, setTimelineFetched] = useState(false);
+  const [showSystem, setShowSystem] = useState(false);
 
   const fetchTicketDetails = async () => {
     setLoading(true);
     setError(null);
     setTicket(null);
     setNotes([]);
-    setNotesFetched(false);
-    setTimeFetched(false);
-    setNotesOpen(false);
-    setTimeOpen(false);
+    setTimeEntries([]);
+    setTimelineFetched(false);
+    setTimelineOpen(false);
+    setShowSystem(false);
     try {
       const response = await fetch('/api/tickets');
       if (response.ok) {
@@ -86,46 +92,67 @@ export function TicketDetailModal({ ticketNumber, open, onOpenChange }: TicketDe
     }
   };
 
-  const fetchNotes = async (ticketId: number) => {
-    if (notesFetched) return;
-    setNotesLoading(true);
+  const fetchTimeline = async (ticketId: number) => {
+    if (timelineFetched) return;
+    setTimelineLoading(true);
     try {
-      const res = await fetch(`/api/tickets/${ticketId}/notes`);
-      if (res.ok) {
-        const data = await res.json();
-        setNotes(data.notes || []);
-      }
+      const [notesRes, timeRes] = await Promise.all([
+        fetch(`/api/tickets/${ticketId}/notes`),
+        fetch(`/api/tickets/${ticketId}/time-entries`),
+      ]);
+      if (notesRes.ok) setNotes((await notesRes.json()).notes || []);
+      if (timeRes.ok) setTimeEntries((await timeRes.json()).timeEntries || []);
     } catch (err) {
-      console.error('Error fetching notes:', err);
+      console.error('Error fetching timeline:', err);
     } finally {
-      setNotesLoading(false);
-      setNotesFetched(true);
-    }
-  };
-
-  const fetchTimeEntries = async (ticketId: number) => {
-    if (timeFetched) return;
-    setTimeLoading(true);
-    try {
-      const res = await fetch(`/api/tickets/${ticketId}/time-entries`);
-      if (res.ok) {
-        const data = await res.json();
-        setTimeEntries(data.timeEntries || []);
-      }
-    } catch (err) {
-      console.error('Error fetching time entries:', err);
-    } finally {
-      setTimeLoading(false);
-      setTimeFetched(true);
+      setTimelineLoading(false);
+      setTimelineFetched(true);
     }
   };
 
   useEffect(() => {
-    if (open && ticketNumber) {
-      fetchTicketDetails();
-    }
+    if (open && ticketNumber) fetchTicketDetails();
   }, [open, ticketNumber]);
 
+  // Build merged, sorted timeline
+  const timeline = useMemo<TimelineItem[]>(() => {
+    const items: TimelineItem[] = [
+      ...notes.map((n) => ({
+        kind: 'note' as const,
+        ts: new Date(n.createDateTime || 0).getTime(),
+        data: n,
+      })),
+      ...timeEntries.map((e) => ({
+        kind: 'time' as const,
+        ts: new Date(e.dateWorked || 0).getTime(),
+        data: e,
+      })),
+    ];
+    return items.sort((a, b) => b.ts - a.ts);
+  }, [notes, timeEntries]);
+
+  const visibleTimeline = useMemo(
+    () =>
+      showSystem
+        ? timeline
+        : timeline.filter(
+            (item) =>
+              item.kind === 'time' ||
+              !SYSTEM_NOTE_TYPES.has(item.data.noteType)
+          ),
+    [timeline, showSystem]
+  );
+
+  const systemCount = useMemo(
+    () =>
+      timeline.filter(
+        (item) => item.kind === 'note' && SYSTEM_NOTE_TYPES.has(item.data.noteType)
+      ).length,
+    [timeline]
+  );
+
+  const totalHours = timeEntries.reduce((sum, e) => sum + (e.hoursWorked || 0), 0);
+
   const getStatusBadge = (status: number, label?: string | null) => {
     const resolved = label || `Status ${status}`;
     const lower = resolved.toLowerCase();
@@ -139,7 +166,7 @@ export function TicketDetailModal({ ticketNumber, open, onOpenChange }: TicketDe
   const getPriorityBadge = (priority: number, label?: string | null) => {
     const resolved = label || `Priority ${priority}`;
     const lower = resolved.toLowerCase();
-    const variant: "destructive" | "default" | "secondary" | "outline" =
+    const variant: 'destructive' | 'default' | 'secondary' | 'outline' =
       lower.includes('critical') || lower.includes('high') ? 'destructive' :
       lower.includes('medium') ? 'default' :
       lower.includes('low') ? 'secondary' : 'outline';
@@ -149,11 +176,8 @@ export function TicketDetailModal({ ticketNumber, open, onOpenChange }: TicketDe
   const formatDate = (dateString?: string) => {
     if (!dateString) return 'N/A';
     return new Date(dateString).toLocaleString('en-US', {
-      year: 'numeric',
-      month: 'short',
-      day: 'numeric',
-      hour: '2-digit',
-      minute: '2-digit',
+      month: 'short', day: 'numeric', year: 'numeric',
+      hour: '2-digit', minute: '2-digit',
     });
   };
 
@@ -162,8 +186,6 @@ export function TicketDetailModal({ ticketNumber, open, onOpenChange }: TicketDe
     return `${hours.toFixed(2)}h`;
   };
 
-  const totalHours = timeEntries.reduce((sum, e) => sum + (e.hoursWorked || 0), 0);
-
   return (
     <Dialog open={open} onOpenChange={onOpenChange}>
       <DialogContent className="max-w-2xl max-h-[85vh] overflow-y-auto">
@@ -190,7 +212,7 @@ export function TicketDetailModal({ ticketNumber, open, onOpenChange }: TicketDe
 
         {ticket && !loading && (
           <div className="space-y-3">
-            {/* Metadata row */}
+            {/* Metadata */}
             <div className="flex flex-wrap items-center gap-2 text-sm">
               {getStatusBadge(ticket.status, ticket.statusLabel)}
               {getPriorityBadge(ticket.priority, ticket.priorityLabel)}
@@ -202,7 +224,7 @@ export function TicketDetailModal({ ticketNumber, open, onOpenChange }: TicketDe
               )}
             </div>
 
-            {/* Dates row */}
+            {/* Dates */}
             <div className="grid grid-cols-2 gap-x-6 gap-y-1 text-sm">
               <div className="flex items-center gap-1.5 text-muted-foreground">
                 <Calendar className="h-3 w-3 shrink-0" />
@@ -255,96 +277,124 @@ export function TicketDetailModal({ ticketNumber, open, onOpenChange }: TicketDe
 
             <Separator />
 
-            {/* Notes collapsible */}
+            {/* Timeline collapsible */}
             <Collapsible
-              open={notesOpen}
+              open={timelineOpen}
               onOpenChange={(val) => {
-                setNotesOpen(val);
-                if (val) fetchNotes(ticket.id);
+                setTimelineOpen(val);
+                if (val && ticket) fetchTimeline(ticket.id);
               }}
             >
               <CollapsibleTrigger asChild>
-                <button className="flex w-full items-center justify-between py-1 text-sm font-medium hover:text-foreground text-muted-foreground transition-colors group">
+                <button className="flex w-full items-center justify-between py-1 text-sm font-medium hover:text-foreground text-muted-foreground transition-colors">
                   <span className="flex items-center gap-2">
-                    <MessageSquare className="h-4 w-4" />
-                    Notes
-                    {notesFetched && (
-                      <Badge variant="secondary" className="text-xs px-1.5 py-0">{notes.length}</Badge>
-                    )}
-                  </span>
-                  <ChevronRight className={`h-4 w-4 transition-transform duration-200 ${notesOpen ? 'rotate-90' : ''}`} />
-                </button>
-              </CollapsibleTrigger>
-              <CollapsibleContent className="space-y-2 pt-2">
-                {notesLoading && (
-                  <div className="flex items-center gap-2 text-sm text-muted-foreground py-2">
-                    <Loader2 className="h-3 w-3 animate-spin" />
-                    Loading notes…
-                  </div>
-                )}
-                {!notesLoading && notes.length === 0 && notesFetched && (
-                  <p className="text-sm text-muted-foreground py-1">No notes found.</p>
-                )}
-                {notes.map((note) => (
-                  <div key={note.id} className="rounded-lg border bg-muted/40 p-3 text-sm space-y-1">
-                    <div className="flex items-center justify-between">
-                      <span className="font-medium text-xs">{note.creatorName || 'Unknown'}</span>
-                      <span className="text-xs text-muted-foreground">{formatDate(note.createDateTime)}</span>
-                    </div>
-                    {note.title && <p className="font-medium text-xs text-muted-foreground">{note.title}</p>}
-                    <p className="whitespace-pre-wrap text-sm">{note.description}</p>
-                  </div>
-                ))}
-              </CollapsibleContent>
-            </Collapsible>
-
-            {/* Time entries collapsible */}
-            <Collapsible
-              open={timeOpen}
-              onOpenChange={(val) => {
-                setTimeOpen(val);
-                if (val) fetchTimeEntries(ticket.id);
-              }}
-            >
-              <CollapsibleTrigger asChild>
-                <button className="flex w-full items-center justify-between py-1 text-sm font-medium hover:text-foreground text-muted-foreground transition-colors group">
-                  <span className="flex items-center gap-2">
-                    <Timer className="h-4 w-4" />
-                    Time Entries
-                    {timeFetched && (
+                    <Clock className="h-4 w-4" />
+                    Activity Timeline
+                    {timelineFetched && (
                       <>
-                        <Badge variant="secondary" className="text-xs px-1.5 py-0">{timeEntries.length}</Badge>
-                        <span className="text-xs text-muted-foreground">{formatHours(totalHours)} total</span>
+                        <Badge variant="secondary" className="text-xs px-1.5 py-0">
+                          {visibleTimeline.length}
+                        </Badge>
+                        {totalHours > 0 && (
+                          <span className="text-xs text-muted-foreground">{formatHours(totalHours)} logged</span>
+                        )}
                       </>
                     )}
                   </span>
-                  <ChevronRight className={`h-4 w-4 transition-transform duration-200 ${timeOpen ? 'rotate-90' : ''}`} />
+                  <ChevronRight className={`h-4 w-4 transition-transform duration-200 ${timelineOpen ? 'rotate-90' : ''}`} />
                 </button>
               </CollapsibleTrigger>
-              <CollapsibleContent className="space-y-2 pt-2">
-                {timeLoading && (
-                  <div className="flex items-center gap-2 text-sm text-muted-foreground py-2">
+
+              <CollapsibleContent className="pt-2">
+                {timelineLoading && (
+                  <div className="flex items-center gap-2 text-sm text-muted-foreground py-3">
                     <Loader2 className="h-3 w-3 animate-spin" />
-                    Loading time entries…
+                    Loading activity…
                   </div>
                 )}
-                {!timeLoading && timeEntries.length === 0 && timeFetched && (
-                  <p className="text-sm text-muted-foreground py-1">No time entries found.</p>
-                )}
-                {timeEntries.map((entry) => (
-                  <div key={entry.id} className="rounded-lg border bg-muted/40 p-3 text-sm space-y-1">
-                    <div className="flex items-center justify-between">
-                      <span className="font-medium text-xs">{entry.resourceName || 'Unknown'}</span>
-                      <div className="flex items-center gap-2">
-                        <Badge variant="outline" className="text-xs px-1.5 py-0">{formatHours(entry.hoursWorked)}</Badge>
-                        <span className="text-xs text-muted-foreground">{formatDate(entry.dateWorked)}</span>
+
+                {!timelineLoading && timelineFetched && (
+                  <>
+                    {/* System notes toggle */}
+                    {systemCount > 0 && (
+                      <div className="flex items-center justify-end mb-2">
+                        <button
+                          onClick={() => setShowSystem((v) => !v)}
+                          className="flex items-center gap-1.5 text-xs text-muted-foreground hover:text-foreground transition-colors"
+                        >
+                          <Bot className="h-3 w-3" />
+                          {showSystem ? 'Hide' : 'Show'} system notes
+                          <Badge variant="outline" className="text-xs px-1.5 py-0">{systemCount}</Badge>
+                        </button>
                       </div>
-                    </div>
-                    {entry.summaryNotes && (
-                      <p className="whitespace-pre-wrap text-xs text-muted-foreground">{entry.summaryNotes}</p>
                     )}
-                  </div>
-                ))}
+
+                    {visibleTimeline.length === 0 && (
+                      <p className="text-sm text-muted-foreground py-1">No activity found.</p>
+                    )}
+
+                    {/* Timeline items */}
+                    <div className="relative space-y-0">
+                      {visibleTimeline.map((item, idx) => {
+                        const isLast = idx === visibleTimeline.length - 1;
+                        const isSystem = item.kind === 'note' && SYSTEM_NOTE_TYPES.has(item.data.noteType);
+
+                        if (item.kind === 'time') {
+                          const e = item.data;
+                          return (
+                            <div key={`time-${e.id}`} className="flex gap-3">
+                              <div className="flex flex-col items-center">
+                                <div className="mt-1 flex h-6 w-6 shrink-0 items-center justify-center rounded-full bg-blue-100 dark:bg-blue-900/40 text-blue-600 dark:text-blue-400">
+                                  <Timer className="h-3 w-3" />
+                                </div>
+                                {!isLast && <div className="w-px flex-1 bg-border my-1" />}
+                              </div>
+                              <div className={`pb-4 min-w-0 flex-1 ${isLast ? '' : ''}`}>
+                                <div className="flex items-center justify-between gap-2 mb-0.5">
+                                  <span className="text-xs font-medium">{e.resourceName || 'Unknown'}</span>
+                                  <div className="flex items-center gap-1.5 shrink-0">
+                                    <Badge variant="outline" className="text-xs px-1.5 py-0">{formatHours(e.hoursWorked)}</Badge>
+                                    <span className="text-xs text-muted-foreground">{formatDate(e.dateWorked)}</span>
+                                  </div>
+                                </div>
+                                {e.summaryNotes && (
+                                  <p className="text-xs text-muted-foreground whitespace-pre-wrap">{e.summaryNotes}</p>
+                                )}
+                              </div>
+                            </div>
+                          );
+                        }
+
+                        // note
+                        const n = item.data;
+                        return (
+                          <div key={`note-${n.id}`} className="flex gap-3">
+                            <div className="flex flex-col items-center">
+                              <div className={`mt-1 flex h-6 w-6 shrink-0 items-center justify-center rounded-full ${
+                                isSystem
+                                  ? 'bg-muted text-muted-foreground'
+                                  : 'bg-emerald-100 dark:bg-emerald-900/40 text-emerald-600 dark:text-emerald-400'
+                              }`}>
+                                {isSystem ? <Bot className="h-3 w-3" /> : <UserCircle className="h-3 w-3" />}
+                              </div>
+                              {!isLast && <div className="w-px flex-1 bg-border my-1" />}
+                            </div>
+                            <div className={`pb-4 min-w-0 flex-1 ${isSystem ? 'opacity-60' : ''}`}>
+                              <div className="flex items-center justify-between gap-2 mb-0.5">
+                                <span className="text-xs font-medium">{n.creatorName || (isSystem ? 'System' : 'Unknown')}</span>
+                                <span className="text-xs text-muted-foreground shrink-0">{formatDate(n.createDateTime)}</span>
+                              </div>
+                              {n.title && <p className="text-xs font-medium text-muted-foreground mb-0.5">{n.title}</p>}
+                              {n.description && (
+                                <p className="text-xs whitespace-pre-wrap">{n.description}</p>
+                              )}
+                            </div>
+                          </div>
+                        );
+                      })}
+                    </div>
+                  </>
+                )}
               </CollapsibleContent>
             </Collapsible>