What tools are used for support ticketing internally ?
What is the best outcome you got so far from doing customer tickets analysis? Share us the best real life success
Hi,
As an automation tester, I strongly believe that support tickets are a valuable source of real-world scenarios that might not be covered by existing automated test cases. By regularly reviewing these tickets, I can identify patterns or specific conditions that led to bugs. I then translate these scenarios into automated tests to enhance our coverage.
This approach helps ensure that our automated test suite evolves in line with actual user experiences, reducing the likelihood of similar issues reoccurring in the future.
Hey ,
As an automation tester, I prioritize issues based on their frequency and impact. Tickets that highlight reproducible bugs with high user impact get immediate attention. I also categorize issues by functionality, identifying areas where automation coverage is weak. This helps me focus on automating tests that will bring the most value, ensuring that critical features are thoroughly tested.
Hi
From my experience as an automation tester for 5 years, I start by identifying tickets that report recurring issues and then create automated regression tests specifically targeting those problem areas. This way, I can ensure that similar bugs are caught early in the development cycle. Automating these checks helps maintain product stability and prevents the same issues from slipping through in future releases.
Hi,
I believe that AI and machine learning tools are becoming more adept at analyzing support tickets and predicting potential problem areas. I keep up-to-date with these advancements to see how they can be integrated into our workflow. Using AI-driven insights, I can prioritize which test cases to automate next, making our suite more robust and focused on high-risk areas.
Hi,
I automate the extraction and analysis of data from support tickets, feeding these insights directly into our continuous integration pipeline. By automating tests based on frequent support issues, I ensure that our test suite is always updated with real-world scenarios, catching potential problems before they escalate.
Hope this helps 
Hi,
From my perspective as a tester, I use scripts to parse through support tickets and extract recurring keywords or phrases. This automated analysis helps me quickly spot patterns, such as a particular feature causing frequent user complaints. I then use these insights to refine our automated test cases, ensuring that we target areas prone to failure.
Hope this helps
Hi
As a QA lead and Manager, in my experience automated tests based on insights from support tickets have significantly reduced the number of known issues reaching production. This experience has shown me the importance of continuous learning from user feedback. I now advocate for incorporating support ticket reviews as a regular practice in our automation strategy, applying lessons learned across different projects to enhance overall quality.
Hi
As an experienced automation tester, I strongly believe that integrating support ticket analysis into our testing lifecycle helps me stay aligned with real-world user experiences. It provides a direct link between customer feedback and our test strategy, allowing me to create automated test cases that reflect actual usage patterns and pain points. This reduces the gap between testing and production environments, ultimately leading to fewer critical issues in live releases.
Hope this helps
Hi,
I integrate insights from support tickets by using them to create automated test scenarios. For example, if a ticket reveals a specific sequence of actions that caused an issue, I translate this into a test case within our automation suite. This proactive approach ensures that any future changes to the application donāt reintroduce the same problem, reinforcing our regression testing efforts.
Hi,
As a tester, I find that the best way to get stakeholders on board is by showcasing the direct impact of support ticket insights on product quality. I present data on how automating test cases derived from tickets has reduced production bugs and improved user satisfaction. Demonstrating a clear ROI makes it easier to justify investments in tools and resources for better support ticket analysis.
Hope this helps
Hi,
I use keyword analysis and tagging systems to categorize support tickets based on common themes like āUI issuesā or āperformance bugs.ā This categorization helps me focus on high-priority areas when creating test cases. I can then automate tests around these categories, ensuring that our coverage is both accurate and comprehensive.
Hope this helps
Hi,
I am new to testing, and I use tools to parse and visualize support ticket data, looking for patterns such as frequently reported steps or conditions that lead to failures. By converting these insights into test scenarios, I can design more robust automated tests that address real-world issues. This helps create a more effective test design that is better aligned with user behavior.
The above is from my experience and learning.
Hi
In our organization we use tools like Jira Service Desk and Zendesk for support ticket management. These tools integrate well with our test management system, allowing me to easily link support tickets to test cases and track the impact of testing on resolving customer issues. It makes the process of converting tickets into actionable test cases seamless and efficient.
Hi,
I would love to answer this query,
As a tester, I can strongly say the best outcome as a team you achieve is when you analyze support tickets to help resolve a login issue tied to a specific browser version and cache settings. By creating automated test cases for this scenario, we quickly addressed the problem, reducing login-related tickets by over 60% in just a month.
Hope this helps