diff --git a/Modules/Helpdesk/Livewire/TicketCreate.php b/Modules/Helpdesk/Livewire/TicketCreate.php
index 33b523aa..6a2c620f 100644
--- a/Modules/Helpdesk/Livewire/TicketCreate.php
+++ b/Modules/Helpdesk/Livewire/TicketCreate.php
@@ -240,6 +240,7 @@ final class TicketCreate extends Component
     private function categoryOptions(): mixed
     {
         return Category::query()
+            ->with('agents:id')
             ->when($this->hasDefaultColumn('helpdesk_categories'), fn ($query) => $query->orderByDesc('is_default'))
             ->orderBy('name')
             ->get();
diff --git a/Modules/Helpdesk/Livewire/TicketEdit.php b/Modules/Helpdesk/Livewire/TicketEdit.php
index d4ccaf7a..b40a20c9 100644
--- a/Modules/Helpdesk/Livewire/TicketEdit.php
+++ b/Modules/Helpdesk/Livewire/TicketEdit.php
@@ -198,7 +198,7 @@ final class TicketEdit extends Component
             'boards' => KanbanBoard::query()->with('owner:id,name,email')->orderByDesc('is_default')->orderBy('sort_order')->orderBy('name')->get(),
             'statuses' => Status::query()->orderBy('sort_order')->orderBy('name')->get(),
             'priorities' => Priority::query()->orderBy('sort_order')->orderBy('name')->get(),
-            'categories' => Category::query()->orderBy('name')->get(),
+            'categories' => Category::query()->with('agents:id')->orderBy('name')->get(),
             'companies' => Schema::hasTable('companies') ? DB::table('companies')->select(['id', 'name'])->orderBy('name')->get() : collect(),
             'teams' => Team::query()->whereNull('archived_at')->orderBy('name')->get(),
             'projects' => Project::query()->whereNull('archived_at')->orderBy('title')->get(),
diff --git a/Modules/Helpdesk/Services/AgentAssignmentService.php b/Modules/Helpdesk/Services/AgentAssignmentService.php
index ae6eca15..0fc7b3c6 100644
--- a/Modules/Helpdesk/Services/AgentAssignmentService.php
+++ b/Modules/Helpdesk/Services/AgentAssignmentService.php
@@ -30,8 +30,8 @@ final class AgentAssignmentService
             );
 
         if ($categoryId !== null) {
-            $category = Category::query()->find($categoryId);
-            $agentIds = $category?->agents()->pluck('users.id')->all() ?? [];
+            $category = Category::query()->with('agents:id')->find($categoryId);
+            $agentIds = $category?->agents->pluck('id')->all() ?? [];
 
             if ($agentIds !== []) {
                 $query->whereIn('id', $agentIds);
diff --git a/Modules/Helpdesk/Services/TicketReferenceService.php b/Modules/Helpdesk/Services/TicketReferenceService.php
index bc790c4d..3559285f 100644
--- a/Modules/Helpdesk/Services/TicketReferenceService.php
+++ b/Modules/Helpdesk/Services/TicketReferenceService.php
@@ -30,16 +30,23 @@ final class TicketReferenceService
 
         $this->lockReferenceSeries($prefix);
 
-        $lastReference = Ticket::query()
+        /** @var list<string> $existingReferences */
+        $existingReferences = Ticket::query()
+            ->withoutGlobalScopes()
+            ->withTrashed()
             ->where('reference', 'like', $prefix.'%')
-            ->orderByDesc('reference')
-            ->value('reference');
+            ->pluck('reference')
+            ->filter(static fn (mixed $reference): bool => is_string($reference) && preg_match('/^'.preg_quote($prefix, '/').'\d+$/', $reference) === 1)
+            ->values()
+            ->all();
 
-        $next = $lastReference === null
-            ? 1
-            : ((int) substr((string) $lastReference, -5)) + 1;
+        $highestSuffix = 0;
 
-        return $prefix.str_pad((string) $next, 5, '0', STR_PAD_LEFT);
+        foreach ($existingReferences as $existingReference) {
+            $highestSuffix = max($highestSuffix, (int) substr($existingReference, strlen($prefix)));
+        }
+
+        return $prefix.str_pad((string) ($highestSuffix + 1), 5, '0', STR_PAD_LEFT);
     }
 
     /**
diff --git a/Modules/Helpdesk/Tests/Feature/TicketCreateEditorSyncFilesTest.php b/Modules/Helpdesk/Tests/Feature/TicketCreateEditorSyncFilesTest.php
new file mode 100644
index 00000000..79d2d8d2
--- /dev/null
+++ b/Modules/Helpdesk/Tests/Feature/TicketCreateEditorSyncFilesTest.php
@@ -0,0 +1,24 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\tests\Feature;
+
+use PHPUnit\Framework\Attributes\Test;
+use Tests\TestCase;
+
+final class TicketCreateEditorSyncFilesTest extends TestCase
+{
+    #[Test]
+    public function ticket_create_editor_pushes_details_body_to_livewire_before_validation(): void
+    {
+        $view = file_get_contents(base_path('Modules/Helpdesk/Resources/views/livewire/ticket-create.blade.php'));
+
+        $this->assertIsString($view);
+        $this->assertStringContainsString('wire:model.live="body"', $view);
+        $this->assertStringContainsString("window.Livewire.find(livewireId).set('body', value, false)", $view);
+        $this->assertStringContainsString("form.addEventListener('submit', syncBody, { capture: true })", $view);
+        $this->assertStringContainsString("document.addEventListener('livewire:navigated', initialiseTicketCreateEditor)", $view);
+        $this->assertStringContainsString("editor.addEventListener('paste', () => window.setTimeout(syncBody, 0))", $view);
+    }
+}
diff --git a/Modules/Helpdesk/Tests/Feature/TicketFirstResponseSlaFilesTest.php b/Modules/Helpdesk/Tests/Feature/TicketFirstResponseSlaFilesTest.php
new file mode 100644
index 00000000..637e68fb
--- /dev/null
+++ b/Modules/Helpdesk/Tests/Feature/TicketFirstResponseSlaFilesTest.php
@@ -0,0 +1,60 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Tests\Feature;
+
+use PHPUnit\Framework\TestCase;
+
+final class TicketFirstResponseSlaFilesTest extends TestCase
+{
+    /**
+     * Public replies must satisfy the first-response SLA instead of only incrementing the counter.
+     */
+    public function test_public_response_updates_first_response_sla_state(): void
+    {
+        $servicePath = dirname(__DIR__, 2).'/Services/SlaService.php';
+
+        self::assertFileExists($servicePath);
+
+        $service = file_get_contents($servicePath);
+
+        self::assertIsString($service);
+        self::assertStringContainsString('public function recordPublicResponse(Ticket $ticket, User $actor): void', $service);
+        self::assertStringContainsString('markFirstResponse($ticket, $respondedAt, $actor)', $service);
+        self::assertStringNotContainsString('(int) $ticket->user_id !== (int) $actor->id', $service);
+    }
+
+    /**
+     * Existing tickets with public comments but a missing first_response_at are repaired on display.
+     */
+    public function test_ticket_show_synchronises_first_response_from_existing_public_comments(): void
+    {
+        $componentPath = dirname(__DIR__, 2).'/Livewire/TicketShow.php';
+        $servicePath = dirname(__DIR__, 2).'/Services/SlaService.php';
+
+        $component = file_get_contents($componentPath);
+        $service = file_get_contents($servicePath);
+
+        self::assertIsString($component);
+        self::assertIsString($service);
+        self::assertStringContainsString('syncFirstResponseFromComments($ticket)', $component);
+        self::assertStringContainsString("where('is_internal', false)", $service);
+        self::assertStringContainsString("whereNull('tombstoned_at')", $service);
+    }
+
+    /**
+     * The SLA card should show an accurate response state instead of Awaiting response after public replies exist.
+     */
+    public function test_sla_card_has_clear_responded_and_awaiting_public_reply_states(): void
+    {
+        $viewPath = dirname(__DIR__, 2).'/Resources/views/livewire/ticket-show.blade.php';
+
+        $view = file_get_contents($viewPath);
+
+        self::assertIsString($view);
+        self::assertStringContainsString('Responded', $view);
+        self::assertStringContainsString('Awaiting public reply', $view);
+        self::assertStringNotContainsString("?? 'Awaiting response'", $view);
+    }
+}
diff --git a/Modules/Helpdesk/Tests/Feature/TicketPublicResponseVisibilityFilesTest.php b/Modules/Helpdesk/Tests/Feature/TicketPublicResponseVisibilityFilesTest.php
new file mode 100644
index 00000000..2987ea46
--- /dev/null
+++ b/Modules/Helpdesk/Tests/Feature/TicketPublicResponseVisibilityFilesTest.php
@@ -0,0 +1,50 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Tests\Feature;
+
+use PHPUnit\Framework\TestCase;
+
+final class TicketPublicResponseVisibilityFilesTest extends TestCase
+{
+    /**
+     * Ensure the main ticket response form has an explicit public/internal visibility choice.
+     */
+    public function test_main_ticket_response_form_has_public_visibility_control(): void
+    {
+        $viewPath = dirname(__DIR__, 2).'/Resources/views/livewire/ticket-show.blade.php';
+
+        self::assertFileExists($viewPath);
+
+        $view = file_get_contents($viewPath);
+
+        self::assertIsString($view);
+        self::assertStringContainsString('Visibility', $view);
+        self::assertStringContainsString('Public reply', $view);
+        self::assertStringContainsString('Internal note', $view);
+        self::assertStringContainsString('name="internal" value="0"', $view);
+        self::assertStringContainsString('name="internal" value="1"', $view);
+        self::assertStringContainsString('counts as the first SLA response', $view);
+    }
+
+    /**
+     * Ensure threaded responses have the same public/internal visibility choice and visible badges.
+     */
+    public function test_threaded_responses_have_public_visibility_control_and_badges(): void
+    {
+        $partialPath = dirname(__DIR__, 2).'/Resources/views/partials/comment-thread.blade.php';
+
+        self::assertFileExists($partialPath);
+
+        $partial = file_get_contents($partialPath);
+
+        self::assertIsString($partial);
+        self::assertStringContainsString('Public reply', $partial);
+        self::assertStringContainsString('Internal note', $partial);
+        self::assertStringContainsString('name="internal" value="0" checked', $partial);
+        self::assertStringContainsString('name="internal" value="1"', $partial);
+        self::assertStringContainsString('>Public</span>', $partial);
+        self::assertStringContainsString('>Internal</span>', $partial);
+    }
+}
diff --git a/Modules/Helpdesk/Tests/Feature/TicketSlaOperationalDetailFilesTest.php b/Modules/Helpdesk/Tests/Feature/TicketSlaOperationalDetailFilesTest.php
new file mode 100644
index 00000000..c6eae737
--- /dev/null
+++ b/Modules/Helpdesk/Tests/Feature/TicketSlaOperationalDetailFilesTest.php
@@ -0,0 +1,89 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Tests\Feature;
+
+use PHPUnit\Framework\TestCase;
+
+final class TicketSlaOperationalDetailFilesTest extends TestCase
+{
+    /**
+     * SLA cards must show operationally useful first-response detail.
+     */
+    public function test_first_response_sla_card_shows_duration_responder_and_timestamp(): void
+    {
+        $componentPath = dirname(__DIR__, 2).'/Livewire/TicketShow.php';
+        $viewPath = dirname(__DIR__, 2).'/Resources/views/livewire/ticket-show.blade.php';
+
+        $component = file_get_contents($componentPath);
+        $view = file_get_contents($viewPath);
+
+        self::assertIsString($component);
+        self::assertIsString($view);
+        self::assertStringContainsString('firstResponseSlaDetail', $component);
+        self::assertStringContainsString('Responded in ', $component);
+        self::assertStringContainsString('firstResponderName', $component);
+        self::assertStringContainsString('Responder', $view);
+        self::assertStringContainsString('Responded at', $view);
+    }
+
+    /**
+     * SLA cards should use clear met, due-soon and breached states.
+     */
+    public function test_sla_cards_have_colour_coded_state_helpers(): void
+    {
+        $componentPath = dirname(__DIR__, 2).'/Livewire/TicketShow.php';
+        $viewPath = dirname(__DIR__, 2).'/Resources/views/livewire/ticket-show.blade.php';
+
+        $component = file_get_contents($componentPath);
+        $view = file_get_contents($viewPath);
+
+        self::assertIsString($component);
+        self::assertIsString($view);
+        self::assertStringContainsString('firstResponseIsDueSoon', $component);
+        self::assertStringContainsString('resolutionIsDueSoon', $component);
+        self::assertStringContainsString('firstResponseSlaClasses', $view);
+        self::assertStringContainsString('resolutionSlaClasses', $view);
+        self::assertStringContainsString('border-amber-300', $component);
+        self::assertStringContainsString('border-red-300', $component);
+        self::assertStringContainsString('border-emerald-200', $component);
+    }
+
+    /**
+     * The ticket page should expose an SLA audit trail for support managers.
+     */
+    public function test_sla_audit_trail_is_visible_on_ticket_page(): void
+    {
+        $servicePath = dirname(__DIR__, 2).'/Services/SlaService.php';
+        $viewPath = dirname(__DIR__, 2).'/Resources/views/livewire/ticket-show.blade.php';
+
+        $service = file_get_contents($servicePath);
+        $view = file_get_contents($viewPath);
+
+        self::assertIsString($service);
+        self::assertIsString($view);
+        self::assertStringContainsString('SLA audit trail', $view);
+        self::assertStringContainsString('$ticket->slaEvents->take(5)', $view);
+        self::assertStringContainsString('actor_name', $service);
+        self::assertStringContainsString('response_seconds', $service);
+        self::assertStringContainsString('resolved_seconds', $service);
+    }
+
+    /**
+     * Public reply counts must include threaded public replies, not only root comments.
+     */
+    public function test_public_reply_count_uses_all_ticket_comments(): void
+    {
+        $componentPath = dirname(__DIR__, 2).'/Livewire/TicketShow.php';
+
+        $component = file_get_contents($componentPath);
+
+        self::assertIsString($component);
+        self::assertStringContainsString('Comment::query()', $component);
+        self::assertStringContainsString("where('ticket_id', \$ticket->id)", $component);
+        self::assertStringContainsString("\$comments->where('is_internal', false)->count()", $component);
+        self::assertStringNotContainsString('$ticket->comments()
+            ->active()', $component);
+    }
+}
diff --git a/Modules/Helpdesk/Tests/Feature/TicketTimerButtonSizeFilesTest.php b/Modules/Helpdesk/Tests/Feature/TicketTimerButtonSizeFilesTest.php
new file mode 100644
index 00000000..02769d55
--- /dev/null
+++ b/Modules/Helpdesk/Tests/Feature/TicketTimerButtonSizeFilesTest.php
@@ -0,0 +1,46 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Tests\Feature;
+
+use PHPUnit\Framework\TestCase;
+
+final class TicketTimerButtonSizeFilesTest extends TestCase
+{
+    /**
+     * Ensure the inactive timer action remains readable, single-line, and does not reintroduce unused script files.
+     */
+    public function test_start_timer_button_uses_readable_single_line_professional_classes(): void
+    {
+        $viewPath = dirname(__DIR__, 2) . '/Resources/views/livewire/ticket-timer.blade.php';
+
+        self::assertFileExists($viewPath);
+
+        $view = file_get_contents($viewPath);
+
+        self::assertIsString($view);
+        self::assertStringContainsString('data-dusk="start-ticket-timer"', $view);
+        self::assertStringContainsString('min-w-[9.5rem]', $view);
+        self::assertStringContainsString('whitespace-nowrap rounded-md bg-blue-600 px-4 py-2 text-sm', $view);
+        self::assertStringNotContainsString('px-3 py-1.5 text-xs', $view);
+        self::assertStringNotContainsString('ticket-timer.js', $view);
+    }
+    /**
+     * Ensure the active timer action also remains readable and single-line.
+     */
+    public function test_end_timer_button_uses_matching_readable_single_line_professional_classes(): void
+    {
+        $viewPath = dirname(__DIR__, 2) . '/Resources/views/livewire/ticket-timer.blade.php';
+
+        self::assertFileExists($viewPath);
+
+        $view = file_get_contents($viewPath);
+
+        self::assertIsString($view);
+        self::assertStringContainsString('data-dusk="end-ticket-timer"', $view);
+        self::assertStringContainsString('min-w-[9.5rem] shrink-0 items-center justify-center whitespace-nowrap rounded-md bg-red-600 px-4 py-2 text-sm', $view);
+        self::assertStringNotContainsString('rounded-lg bg-red-600 px-4 py-2.5 text-sm', $view);
+        self::assertStringNotContainsString('ticket-timer.js', $view);
+    }
+}
diff --git a/Modules/Helpdesk/Tests/Unit/TicketReferenceServiceTest.php b/Modules/Helpdesk/Tests/Unit/TicketReferenceServiceTest.php
index e1e4b5c5..ecbcf833 100644
--- a/Modules/Helpdesk/Tests/Unit/TicketReferenceServiceTest.php
+++ b/Modules/Helpdesk/Tests/Unit/TicketReferenceServiceTest.php
@@ -29,6 +29,19 @@ final class TicketReferenceServiceTest extends TestCase
 
         self::assertSame('HD-'.now()->format('Y').'-00042', $reference);
     }
+
+    public function test_it_does_not_reuse_soft_deleted_ticket_references(): void
+    {
+        $year = now()->format('Y');
+        $ticket = $this->ticket(['reference' => 'HD-'.$year.'-00002']);
+
+        $ticket->delete();
+
+        $reference = app(TicketReferenceService::class)->next();
+
+        self::assertSame('HD-'.$year.'-00003', $reference);
+    }
+
     public function test_it_uses_the_highest_reference_suffix_instead_of_latest_database_id(): void
     {
         $year = now()->format('Y');
diff --git a/Modules/Helpdesk/changelog.yaml b/Modules/Helpdesk/changelog.yaml
index 1d079397..3904ad16 100644
--- a/Modules/Helpdesk/changelog.yaml
+++ b/Modules/Helpdesk/changelog.yaml
@@ -116,3 +116,14 @@
     - Added retry handling around ticket creation so reference unique-index collisions do not produce a user-facing 500 error.
     - Added regression coverage for out-of-order ticket references so lower references cannot be reused accidentally.
     - Preserved append-only changelog history.
+
+- version: 1.9.41
+  date: 2026-06-23
+  type: bugfix
+  summary: Fix Helpdesk ticket reference collisions caused by soft-deleted references and remove category agent N+1 queries.
+  changes:
+    - Updated ticket reference generation to include soft-deleted tickets and bypass global scopes when calculating the highest yearly reference suffix.
+    - Preserved the PostgreSQL advisory transaction lock and collision retry behaviour while preventing deleted references from being reused against the unique index.
+    - Eager-loaded category agents where categories are used by ticket creation/editing and agent assignment logic to remove the detected N+1 query warning.
+    - Added regression coverage to ensure soft-deleted ticket references are never reused.
+    - Preserved append-only changelog history.
diff --git a/Modules/Helpdesk/module.json b/Modules/Helpdesk/module.json
index 6af09ad3..928d1725 100644
--- a/Modules/Helpdesk/module.json
+++ b/Modules/Helpdesk/module.json
@@ -22,5 +22,5 @@
         "Modules\\Helpdesk\\Providers\\HelpdeskServiceProvider"
     ],
     "files": [],
-    "version": "1.9.40"
+    "version": "1.9.41"
 }