Turn support tickets into actionable testing insights. Join us for Lidia Barkanovaās session on āTicket to Success: Extracting Testing Insights from Support Ticketsā .
Lidia, the Lead Quality Engineer at Infobip, will share her expertise on how to mine valuable data from support tickets to supercharge your testing strategies. 
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Got questions? Drop them below in the thread! 
Letās make this session interactive and insightful! 
Hi there,
If you couldnāt catch the session live, donāt worry! You can watch the recording here:
Here are some of the Q&As from this session:
Whatās the best method to prioritize higher priority tickets in queue to pull actionable insights? Automation, manual review, etc.?
Lidia Barkanova: Combine automated ticket categorization with manual review to prioritize tickets based on impact and urgency. Use tools to analyze ticket data and apply triage processes to ensure that high-priority issues are addressed promptly and actionable insights are extracted effectively.
Can fully automated processes to extra insights from support tickets provide enough deep or reliable information for leadership to enable changes where needed?
Lidia Barkanova: Fully automated processes can provide valuable insights but may not always capture the full context or nuances of issues. Combining automation with manual analysis ensures that leadership receives comprehensive and reliable information for making informed decisions and driving necessary changes.
How do you differentiate between genuine product issues and customer misunderstandings when analyzing support tickets?
Lidia Barkanova: To differentiate, first, categorize tickets based on symptoms and root causes. Analyze trends to identify if the issues are systemic or isolated cases of misunderstanding. Gather additional context from customers and reproduce the issue in a controlled environment to determine if itās a genuine defect or a misunderstanding. Clear, detailed documentation and communication can also help in distinguishing between the two.
What are your tips to integrate the support ticket analysis to the testing strategy?
Lidia Barkanova: Integrate support ticket analysis by regularly reviewing ticket data to identify common issues and trends. Use this information to inform test cases and scenarios, ensuring that common problems are covered. Create a feedback loop where insights from support tickets are used to adjust the testing strategy and improve test coverage based on real user experiences.
Have you faced resistance to using customer complaints to test insights? If so, how did you overcome it?
Lidia Barkanova: Resistance can be addressed by demonstrating the value of using customer feedback to improve product quality. Share examples where addressing customer complaints led to significant improvements. Foster a culture of continuous improvement by involving the team in analyzing and resolving these issues, thus highlighting the importance of customer feedback in enhancing the product.
How can we effectively turn customer complaints into actionable insights for our testing strategy, and can you provide an example of how to visualize these results?
Lidia Barkanova: To turn complaints into actionable insights, categorize and prioritize them based on frequency and impact. Use data visualization tools like charts or heatmaps to represent common issues and their severity. For example, a heatmap can show areas of the application with frequent complaints, guiding the focus of testing efforts to these critical areas.
Now, Letās look into some of the unanswered questions.
How can support tickets be effectively used to identify gaps in testing and improve test coverage?
What strategies can be used to categorize and prioritize issues from support tickets for test case creation?
How can we prioritize issues from support tickets to improve testing strategies and prevent recurring problems?
What emerging trends should testers be aware of to better leverage support tickets for quality improvement?
āHow can insights from support tickets be integrated into the QA process to proactively address potential issues before they become widespread?ā
How can you identify patterns or recurring issues in support tickets that can inform your testing strategy?
What lessons were learned from these cases that could be applied more broadly?
What are the key benefits of integrating support ticket analysis into the testing lifecycle?
How can insights from support tickets be integrated into existing testing and QA processes?
Whatās the best way to get stakeholders invested in providing the necessary tools, support and other resources needed to set up an effective process for extrapolating insights from support tickets?
What methods can be used to categorize support ticket data to improve the accuracy of test case creation?
How we can analyze support tickets better to create better test design?
