| name | ubiquitous-language |
| description | The shared PulseDesk vocabulary used identically across backend, React, and Slack, so agents and humans mean the same thing. |
Ubiquitous Language (PulseDesk)
Use these exact terms everywhere — code, API, UI, Slack.
- Organization (the tenant) — never "company/account" in code.
- User with role: admin | agent | customer.
- Ticket — subject, description, status, priority, requester, assignee.
- status: open | pending | resolved | closed. priority: low | medium | high | urgent.
- Comment — a reply on a ticket. internal note = Comment with
is_internal=true (agents only);
public reply = is_internal=false (customer-visible).
- Requester = the user who opened the ticket. Assignee = the agent handling it.
- Claim = an agent assigning an unassigned ticket to themselves.
- SLA breach = response/resolution past the SlaPolicy window.
Rule
If a new term appears, add it here first so backend / frontend / Slack stay consistent.