diff --git a/src/index.html b/src/index.html
index fd0c63c..5bdf733 100644
--- a/src/index.html
+++ b/src/index.html
@@ -884,6 +884,7 @@ const EMPTY_FC = { type: 'FeatureCollection', features: [] };
 // SLA state → colour (open layer + legend); mirrors the warm-dark palette.
 const SLA_COLORS = { breached: '#ef5b5b', at_risk: '#f0a93b', ok: '#2dd4a7', unknown: '#6b7280' };
 const SLA_LABELS = { breached: 'Breached', at_risk: 'At risk', ok: 'OK', unknown: 'Unknown' };
+const CLOSED_COLOR = '#94a3b8';   // muted slate — closed tickets (status irrelevant)
 
 const COST_CENTRE_COLORS = {
   'isp': '#3b82f6', 'osp': '#E8954A', 'osp patrol': '#f97316', 'fds': '#22c55e',
@@ -945,6 +946,32 @@ function incQs() {
   return p.toString();
 }
 
+// Draw a teardrop map-pin (head circle + point) at 2x for crispness; returns
+// ImageData added to the map style. Recoloured per SLA state / closed.
+function pinImageData(fill) {
+  const r = 22, sw = 4, cx = r + sw, cy = r + sw, tip = cy + r * 2.55;
+  const w = 2 * (r + sw), h = Math.ceil(tip + sw);
+  const cv = document.createElement('canvas'); cv.width = w; cv.height = h;
+  const ctx = cv.getContext('2d');
+  ctx.beginPath();
+  ctx.arc(cx, cy, r, Math.PI * 0.75, Math.PI * 0.25, false);  // top ~270° of the head
+  ctx.lineTo(cx, tip);                                         // taper to the tip
+  ctx.closePath();
+  ctx.fillStyle = fill; ctx.fill();
+  ctx.lineWidth = sw; ctx.strokeStyle = 'rgba(255,255,255,.95)'; ctx.lineJoin = 'round'; ctx.stroke();
+  ctx.beginPath(); ctx.arc(cx, cy, r * 0.4, 0, 2 * Math.PI);   // inner white hole
+  ctx.fillStyle = 'rgba(255,255,255,.95)'; ctx.fill();
+  return ctx.getImageData(0, 0, w, h);
+}
+function addPinImages() {
+  const pins = {
+    'pin-breached': SLA_COLORS.breached, 'pin-at_risk': SLA_COLORS.at_risk,
+    'pin-ok': SLA_COLORS.ok, 'pin-unknown': SLA_COLORS.unknown, 'pin-closed': CLOSED_COLOR,
+  };
+  for (const [id, fill] of Object.entries(pins))
+    if (!tkMap.hasImage(id)) tkMap.addImage(id, pinImageData(fill), { pixelRatio: 2 });
+}
+
 function initIncMap() {
   if (tkMap) { tkMap.resize(); return; }               // already built — just fix sizing
 
@@ -966,28 +993,30 @@ function initIncMap() {
   tkPopup = new maplibregl.Popup({ closeButton: false, closeOnClick: false, offset: 14 });
 
   tkMap.on('load', () => {
-    // Closed overlay (windowed) under the live open layer.
+    addPinImages();   // teardrop pin icons (open by SLA, closed one slate colour)
+    // Closed overlay (windowed) — drawn UNDER the live open layer; status irrelevant
+    // so every closed ticket uses the single muted 'pin-closed', slightly smaller.
     tkMap.addSource('inc-closed', { type: 'geojson', data: EMPTY_FC });
     tkMap.addLayer({
-      id: 'inc-closed', type: 'circle', source: 'inc-closed',
-      layout: { visibility: tkLayerState.closed ? 'visible' : 'none' },
-      paint: {
-        'circle-radius': ['interpolate', ['linear'], ['zoom'], 6, 3, 11, 5, 16, 7],
-        'circle-color': '#6b7280', 'circle-opacity': 0.45,
-        'circle-stroke-color': '#9ca3af', 'circle-stroke-width': 1,
+      id: 'inc-closed', type: 'symbol', source: 'inc-closed',
+      layout: {
+        visibility: tkLayerState.closed ? 'visible' : 'none',
+        'icon-image': 'pin-closed',
+        'icon-size': ['interpolate', ['linear'], ['zoom'], 6, 0.42, 11, 0.6, 16, 0.78],
+        'icon-anchor': 'bottom', 'icon-allow-overlap': true, 'icon-ignore-placement': true,
       },
+      paint: { 'icon-opacity': 0.85 },
     });
-    // Open layer (live) — coloured by derived SLA state.
+    // Open layer (live) — pin colour = derived SLA state; larger for hierarchy.
     tkMap.addSource('inc-open', { type: 'geojson', data: EMPTY_FC });
     tkMap.addLayer({
-      id: 'inc-open', type: 'circle', source: 'inc-open',
-      layout: { visibility: tkLayerState.open ? 'visible' : 'none' },
-      paint: {
-        'circle-radius': ['interpolate', ['linear'], ['zoom'], 6, 4, 11, 6, 16, 9],
-        'circle-color': ['match', ['get', 'sla_state'],
-          'breached', SLA_COLORS.breached, 'at_risk', SLA_COLORS.at_risk, 'ok', SLA_COLORS.ok,
-          SLA_COLORS.unknown],
-        'circle-stroke-color': '#fff', 'circle-stroke-width': 1.5, 'circle-opacity': 0.92,
+      id: 'inc-open', type: 'symbol', source: 'inc-open',
+      layout: {
+        visibility: tkLayerState.open ? 'visible' : 'none',
+        'icon-image': ['match', ['get', 'sla_state'],
+          'breached', 'pin-breached', 'at_risk', 'pin-at_risk', 'ok', 'pin-ok', 'pin-unknown'],
+        'icon-size': ['interpolate', ['linear'], ['zoom'], 6, 0.52, 11, 0.78, 16, 1],
+        'icon-anchor': 'bottom', 'icon-allow-overlap': true, 'icon-ignore-placement': true,
       },
     });
     for (const id of ['inc-open', 'inc-closed']) {
@@ -1183,7 +1212,7 @@ function showIncPopup(f, closed) {
   }
   if (p.geo_source === 'cluster') lines.push('<div class="row muted" style="font-size:10px">approx — cluster location</div>');
   tkPopup.setLngLat(f.geometry.coordinates).setHTML(`<div class="pop">
-    <b>${escapeHtml(p.ticket_id || '—')} <span class="badge" style="color:${closed ? '#9ca3af' : (SLA_COLORS[p.sla_state] || '#fff')}">${closed ? 'CLOSED' : 'OPEN'}</span></b>
+    <b>${escapeHtml(p.ticket_id || '—')} <span class="badge" style="color:${closed ? CLOSED_COLOR : (SLA_COLORS[p.sla_state] || '#fff')}">${closed ? 'CLOSED' : 'OPEN'}</span></b>
     ${lines.join('')}</div>`).addTo(tkMap);
 }
 
@@ -1191,7 +1220,7 @@ function buildIncLayers() {
   const m = (incData && incData.metrics) || {};
   const rows = [
     { id: 'open',     label: 'Open INC',   color: SLA_COLORS.breached, n: m.open_now ?? 0 },
-    { id: 'closed',   label: 'Closed INC', color: '#9ca3af',           n: m.closed_in_window ?? 0 },
+    { id: 'closed',   label: 'Closed INC', color: CLOSED_COLOR,        n: m.closed_in_window ?? 0 },
     { id: 'vehicles', label: 'Vehicles',   color: '#E8954A',           n: vehCount },
   ];
   let html = rows.map((r) =>