Help Desk Testing Scenarios

Help Desk Testing Scenarios
Ticket Management
Forum / Knowledge base
Reporting
Vocabulary
External System Integration
Challenges / Concerns
System Setup
- Social Media Integration
- Yammer
- Twitter
- SugarCRM
- Other links into our systems
- Password Resets
- Different Types of Inquires
- Limited workflow / approvals
- 2 Security Levels
- System availibility
- System performance
- Import agent information
- Import end user information
- Ticket flow process
- Unassigned & Assigned
- Status
- Change Control
- Views
- Adding & Managing
- Agent views
- Customer fields
- Tags
- Adding & Managing tags
- Automatic ticket tagging
- Tagging users or orgs
- Ticket fields
- Adding & Managing
Fields
- Requried
- Site customization
- Widgets and add ins
- Rule based categorization
- based on identity ( known end user portal )
- based on identity ( known end user email )
- based on selected category ( portal )
- based on email subject
- Assignment
- Agent assign to different agent from an unasigned view
- Triggers
- Auto assign based on selected category
- Auto assign based on incoming address
- Agent assign to different agent from after they have take
ownership
- Service Level
Agreements
Configuration
- SLA based on category
- SLA based on identity
- SLA based on timing
- Escalate based on
SLA rules
- Notify Agents
- Notify Supervisor(s)
- Notify End User
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