Test Scenarios
Test Scenarios Uniphore Ticketing System
Test 1
Access check
Activity for - Licensed Agent
Go to the home page >> Click on the https://uniphorehelpdesk.freshservice.com/a/dashboard/default >> Please check your email, for
login credentials, click on the link and it will ask you to enter your office email, post that you will be prompted for creating a password.
Result – Achieved/ Not Achieved ____________________
Test 2
Ticket Creation on URL
Activity for - Licensed Agent
Go to the home page >> Click on the https://uniphorehelpdesk.freshservice.com/a/dashboard/default >> Click the second Icon for Tickets >> Click on List >> Select the ticket, to be reopened >> Open the Ticket to be reassigned >> Ticket should have a closed status>> Update the Status as Open >> Click on Update
Result – Achieved/ Not Achieved ____________________
Ticket Creation via URL
Click on the link or copy/paste the url on your browser to go the support portal >> https://uniphorehelpdesk.freshservice.com/support/home >> Click on Have a Question >> Fill up the form >> click on Submit
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODEsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.2rMWGxJ5bPYaqF02bAM2SKPM3YysKaF_o_WHbvFIMgc)
You will be taken to the Ticket creating portal where you will find Need Help? Use Me and Have a Question.
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODIsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.jlbpuug3eVWzzOMv5aIDt8UD1bJkpc_5hcjlK9ibvKw)
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODMsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.KLFQSi5cAnupbxbLourw32kvzVoDHxXuSPCZzudk36E)
In order to create tickets, you need to click Have a Question?
Then you will be taken to the ticket raising form
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODQsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.fc2o10Yyh26CW1Q6w1V_frHySLjasvjN64E7YdAz9IM)
After filling all the fields, you can click submit to raise a ticket.
Test 4
Ticket Closure
Activity for - Licensed Agent
Go to the home page >> Click on the https://uniphorehelpdesk.freshservice.com/a/dashboard/default >> Click the second Icon for Tickets >> Click on List >> Select the ticket, to be reopened >> Open the Ticket to be closed Post checking the status, the Agent can update the status as closed>> click on Update
Result – Achieved/ Not Achieved ____________________
By clicking Tickets icon, on the left top, agent can view the tickets →
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODUsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.EYacHiHR3-1udqzFyq6SzJ2mhSkI3de-LtFaU8U4TE8)
By clicking on the ticket, agent can view the details of that particular ticket
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODcsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.ZTy3hryPSTJ-sDLL4dSVyMUr1IR4Rw4eZDHlTxjOwgk)
By clicking Reply, agent can respond to ticket. There will be preformatted text present in body of the mail, which can either be edited or be deleted as per the requirement
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODYsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.sBIoyluOqK9Q2g54PZ4JckNmzILbZA4S9IuwFE1JguA)
Upon completion of resolution, agent can simply click Status and update the ticket as Closed to close the ticket
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODksImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.-rB1GIdsg8D2g-8PCP_Ah15rjbi-ZufJo4BT4Cp5ti0)
While closing, need to click the checkbox ALL THE TASKS HAVE BEEN COMPLETED so that an email notification will be sent for entire process up on completion
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3ODgsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.NRivBdQTUVB6KXm-TV11KixY6YCL9zZEahk6xV3PaeE)
Test 5
Ticket Reopening
Activity for - Licensed Agent
Go to the home page >> Click on the https://uniphorehelpdesk.freshservice.com/a/dashboard/default >> Click the second Icon for Tickets >> Click on List >> Select the ticket, to be reopened >> Open the Ticket to be reassigned >> Ticket should have a closed status>> Update the Status as Open >> Click on Update
Result – Achieved/ Not Achieved ____________________
By updating the Ticket Status as Open, the ticket can be reopened
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3OTAsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.Tjxr9t-RxBo0qBXZnYxcD6H2BgjAoHnQt2IMsIsnPFw)
Test 6
Ticket Reassignment
Activity for - Licensed Agent
Go to the home page >> Click on the https://uniphorehelpdesk.freshservice.com/a/dashboard/default >> Click the second Icon for Tickets >> Click on List >> Select the ticket, to be reassigned >> Open the Ticket to be reassigned >> Reopened ticket can be reassigned to the desired assignee
Result – Achieved/ Not Achieved ____________________
Select the ticket that needs to be reassigned:
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3OTEsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.ofDFYR_HPs8jv74m4pxy9p_8zlbYLbSYveKIDNBb8jc)
Open the ticket that needs to be reassigned:
Reopened ticket can be reassigned to any agent as usual by clicking ‘Reassign’
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3OTMsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.JQW_gL7MzbTm0RPrZi7Ql2aWXcnUEubS2mXyMYaJGpw)
Click the Ticket to view the status →
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3OTIsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.2qsajZQqQJcoE-DSuZnOeHnP2e4f2IUFmvNm9vFksZo)
Dashboard
Activity for - Licensed Agent
Go to the home page >> Click on the https://uniphorehelpdesk.freshservice.com/a/dashboard/default >> agent will be able to see all the customized widgets
Result – Achieved/ Not Achieved ____________________
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3OTQsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.d-u-ioeYDyTonKFp__B1-CJp1e2Mt1B3IMQ-nyC3GzM)
![](https://indattachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjcwMDY2NTE3OTUsImRvbWFpbiI6InVuaXBob3JlaGVscGRlc2suZnJlc2hzZXJ2aWNlLmNvbSIsInR5cGUiOjF9.XcZMTz2lEgwEqGY2keuIY08meK1QK_qnOK0HwZeYu-I)
Reports
Scenario: Setting up a cadence for reports
Activity for - Licensed Agent
Click on the three Dots >> Select Reporting>> Click on Analytics >> Click on Setting Icon >> Data Export >> Click on the Overall reports >> Select the Schedule >> Time >> Time Zone>> Scroll to the bottom of the page >> Click on UPDATE
Result: Achieved/ Not Achieved _____________________