Mind Map Gallery Help Desk Testing Scenarios
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Help Desk Testing Scenarios
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Edited at 2020-09-28 07:55:34
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Help Desk Testing Scenarios
Ticket Management
- Ownership
- Agent take ownership from unassigned view
- Agent take ownership from another agent
- Agent assigns ownership to another agentfrom their queue
- Agent assigns ownership to agent 2 fromanother agent's view
- Create Tickets
- Known end user via email
- Known end user via portal
- New user via email
- New user via portal
- Create ticket using mobile device app
- Working Open Ticket
- Attach documents to a ticket
- Send com to other agents ( private )
- Add screen shots to tickets
- Send com to other agents ( public )
- Make notes about actions taken
- Database Searching
- Full text
- Additional meta data
- Are Attachments indexed
- End User Communication
- Email conversation threading
- Appropriate from address in reply
- Using macros for canned responses
- Triggering canned responses based on conditons
- Using automation to notify end users of ticket status
- SLA Escalation
- Escalate based on a single SLA setting
- Category
- Identity
- Timing
- Escalate based on multiple SLA settings
Forum / Knowledge base
- Restricting access
- Publishing content
- Importing existing content
Reporting
- Tickets closed
- by Month
- by Category
- Agent metrics
- Open tickets
Vocabulary
- End User = Customer
- Agent = Someone who works tickets
- Admin = Agent with rights to configure environment
- Organization = Collection of end users
- Group = Collection of agents
- Macro = Predefined action, manually initiated
- Automation = Predefined action, time based initiation
- Trigger = Condition based actions that occur during processing
- Default Ticket Statuses
External System Integration
- Social Media Integration
- Yammer
- SugarCRM
- Other links into our systems
- Password Resets
- Different Types of Inquires
Challenges / Concerns
- Limited workflow / approvals
- 2 Security Levels
- System availibility
- System performance
System Setup
- 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 takeownership
- Service LevelAgreementsConfiguration
- SLA based on category
- SLA based on identity
- SLA based on timing
- Escalate based onSLA rules
- Notify Agents
- Notify Supervisor(s)
- Notify End User