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

You will be taken to the Ticket creating portal where you will find Need Help? Use Me and Have a Question.


In order to create tickets, you need to click Have a Question?
Then you will be taken to the ticket raising form

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 →

By clicking on the ticket, agent can view the details of that particular ticket

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

Upon completion of resolution, agent can simply click Status and update the ticket as Closed to close the ticket

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

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

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:

Open the ticket that needs to be reassigned:
Reopened ticket can be reassigned to any agent as usual by clicking ‘Reassign’

Click the Ticket to view the status →

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 ____________________


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 _____________________