diff --git a/mock_services/helpdesk/server.py b/mock_services/helpdesk/server.py
index 2a19e97..48278a0 100644
--- a/mock_services/helpdesk/server.py
+++ b/mock_services/helpdesk/server.py
@@ -69,22 +69,41 @@ class CloseTicketRequest(BaseModel):
     resolution: str
 
 
+def _ticket_summary(t: dict[str, Any]) -> dict[str, Any]:
+    customer_id = t.get("customer_id") or t.get("customer_name") or ""
+    department = (
+        t.get("department")
+        or t.get("org")
+        or t.get("organization")
+        or (customer_id.split("/", 1)[1] if isinstance(customer_id, str) and "/" in customer_id else customer_id)
+        or ""
+    )
+    summary = {
+        "ticket_id": t.get("ticket_id"),
+        "title": t.get("title"),
+        "reporter": t.get("reporter") or t.get("requester") or customer_id,
+        "department": department,
+        "priority": t.get("priority"),
+        "status": t.get("status"),
+        "created_at": t.get("created_at"),
+    }
+    if customer_id:
+        summary["customer_id"] = customer_id
+    if t.get("customer_phone"):
+        summary["customer_phone"] = t.get("customer_phone")
+    if t.get("category"):
+        summary["category"] = t.get("category")
+    return summary
+
+
 @app.post("/helpdesk/tickets")
 def list_tickets(req: ListTicketsRequest | None = None) -> dict[str, Any]:
     if req is None:
         req = ListTicketsRequest()
     results = []
     for t in _tickets:
-        if req.status == "all" or t["status"] == req.status:
-            results.append({
-                "ticket_id": t["ticket_id"],
-                "title": t["title"],
-                "reporter": t["reporter"],
-                "department": t["department"],
-                "priority": t["priority"],
-                "status": t["status"],
-                "created_at": t["created_at"],
-            })
+        if req.status == "all" or t.get("status") == req.status:
+            results.append(_ticket_summary(t))
     resp = {"tickets": results, "total": len(results)}
     _log_call("/helpdesk/tickets", req.model_dump(), resp)
     return resp
diff --git a/tests/test_service_schema_drift.py b/tests/test_service_schema_drift.py
index 0093767..8f0a5d3 100644
--- a/tests/test_service_schema_drift.py
+++ b/tests/test_service_schema_drift.py
@@ -90,6 +90,30 @@ def test_zotero_collections_synthesized_from_items(tmp_path):
     assert r["status"] == "added_to_collection"
 
 
+# --- helpdesk: customer-shaped tickets still summarize for list --------------
+
+
+def test_helpdesk_ticket_list_accepts_customer_shaped_fixture(tmp_path):
+    f = _write(tmp_path, "tickets.json", [{
+        "ticket_id": "TKT-8004",
+        "customer_id": "陈总/海星科技",
+        "customer_phone": "+86 18912345678",
+        "title": "系统响应缓慢投诉",
+        "status": "open",
+        "priority": "medium",
+        "category": "performance",
+        "created_at": "2026-04-25T15:30:00+08:00",
+    }])
+    H = _reload("mock_services.helpdesk.server", {"HELPDESK_FIXTURES": f})
+    c = TestClient(H.app)
+    r = c.post("/helpdesk/tickets", json={"status": "all"})
+    assert r.status_code == 200
+    ticket = r.json()["tickets"][0]
+    assert ticket["reporter"] == "陈总/海星科技"
+    assert ticket["department"] == "海星科技"
+    assert ticket["customer_phone"] == "+86 18912345678"
+
+
 # --- meeting: recordings date filter falls back across timestamp keys --------