From Seapine Labs

Contents 1 Integrated Help Desk 2 Project Details 2.1 Adding Tickets 2.1.1 Simple Customer Interface 2.2 Managing Tickets 2.3 Customer Collaboration 2.3.1 Customer Notifications 2.3.2 Advanced Customer Interface 3 Reporting & Metrics 3.1 Folder Dashboard 3.2 Ticket Closures 4 Installation

[edit] Integrated Help Desk

If your IT team provides support for internal customers or your development team is intimately involved in customer support, using TestTrack Pro to manage support tickets is a great way to leverage your existing investment in the tool.

TestTrack Pro is not an enterprise help desk tool, but many of our customers have found it to be perfect for managing small-scale IT help desk functions and ticket hand-off between their Support and Development groups.

This sample project will show you an easy way to handle tickets within your existing development and quality assurance project. Take some time to browse the project details for information and screenshots, then download the sample if you want to try it out in your environment.

If you already have a Help Desk tool in place, TestTrack can easily integrate with many of the more popular tools.

• Salesforce.com Integration
• SugarCRM Integration
• Email-based Integration

[edit] Project Details

This project combines ticket management with more traditional development and quality assurance. That's not required, you can just as easily use a dedicated project for managing support tickets with no interaction between the two groups.

[edit] Adding Tickets

To manually add tickets, a user simply selects the Help Desk Ticket item type which then controls what is available in the other drop down lists.

This allows information like priority, product and component to be set differently for tickets versus defects or feature requests. Those rules are managed under Field Relationships (Tools > Administration > Field Relationships).

[edit] Simple Customer Interface

For customers who don't need to manually check on ticket status, we recommend that you use SoloSubmit to provide a simplified interface where customers can enter tickets. Once the ticket is created, email notification rules can handle updating the customer as the ticket progresses through your resolution process.

Note: Many customers using TestTrack Pro for their internal help desk will post the SoloSubmit page on the intranet for easy access.

Note: See Advanced Customer Interface for an in-depth look at how to provide limited view permissions to your customers.

[edit] Managing Tickets

No matter how a ticket comes in, it goes through the workflow as diagrammed below. An automation rule handles automatically moving a ticket into the HD flow and an issue into the Dev flow.

Configure the workflow to match your current processes, adding or removing steps and paths as necessary (Tools > Administration > Workflow).

Additionally, you can setup automation rules to assign the ticket to a specific person based on type, product, priority or any other piece of data captured with the ticket. (Tools > Administration > Automation Rules)

[edit] Customer Collaboration

Use built-in email tracking to collaborate with customers and archive those conversations with the ticket.

The Outlook plug-in lets you do all of that directly from your Outlook client.

[edit] Customer Notifications

Use email notification rules to keep customers updated. The example below sends an email to the customer when their ticket is closed. Customize your email templates to display relevant and timely information to the customer (Tools > Administration > Email Templates).

[edit] Advanced Customer Interface

TestTrack's flexible role-based security lets you give customers access to your project and limit the information they can see within that project. For customers that you work with on a regular basis, this is a great way to give them deeper insight into the resolution process without compromising security.

The Customers role in this project has been configured such that customers can enter tickets but can't change a ticket once it's submitted.

Permission has also been limited to:

• no administrative capabilities
• no workflow changes (e.g. can't mark ticket as Resolved)
• customers are only able to see the tickets they've submitted

[edit] Reporting & Metrics

There are a variety of reports available. A few samples are configured for you, it's fairly straight-forward to create new ones or customize the existing samples.

[edit] Folder Dashboard

Below is a portion of the Folder view, which serves as a dashboard of sorts for team leads to monitor projects with real-time status information.

[edit] Ticket Closures

Next is a straight-forward snapshot of who is closing tickets within the system.

[edit] Installation

Download Sample Project

First, make sure you have TestTrack Pro installed.

TestTrack Installation Guide

With TestTrack installed, the following resources can walk you through the process of setting up the sample project:

YouTube - Adding Sample Projects

KB - Adding Sample Projects