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Helpdesk Ticket Categories

Summary​

Categories are tenant-scoped named reference records with optional descriptions. Tickets must reference an existing category, and category names are unique within a tenant.

Audience​

Helpdesk administrators, product owners, QA and support.

Business Purpose​

Classify support demand by subject so that users can describe the service area and reports can group ticket volume.

Actors​

Administrators create and govern categories; requesters select one; agents and reports use the classification.

Business Process​

The service lists and creates category records. Creation uses a tenant identifier, name and description. Ticket creation resolves the referenced category before saving.

Responsibilities​

Administrators should maintain clear, non-overlapping tenant terminology. Product owners should establish the production taxonomy and retirement process.

Business Rules​

Category name is required, has a 120-character storage limit and is unique per tenant. Description has a 1,000-character storage limit. Development-only sample categories are not production policy.

Integrations​

Categories feed ticket creation, ticket lists, lifecycle event snapshots and category-summary reporting. No Organization hierarchy lookup or routing rule was found.

Limitations​

No verified category update, deactivate/delete, hierarchy, service ownership, department mapping or administration form exists in the reviewed UI.

Requires Confirmation​

Production taxonomy, owners, descriptions, lifecycle and whether employees may view every tenant category require confirmation.

Source References​

  • microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs
  • microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs
  • microservices/src/helpdesk-service/Infrastructure/HelpdeskDbContext.cs
  • microservices/src/helpdesk-service/Infrastructure/DevelopmentSeeder.cs

Reference Content​

The tenant-scoped name, description, uniqueness and classification behavior above are the verified category reference.

See Also​

Keywords​

Ticket category, classification, taxonomy, tenant reference data.

Revision Information​

Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.