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Checking tickets as QA

2 min read · #help desk · #tickets · #qa

Finding tickets to check

Open Tickets → Dashboard. The QA queue lists every ticket with QA check requested, oldest request first.

What to check

  • Read the subject, details and comments so you know what the reporter saw and what was changed.
  • Open the page where it happens from the ticket and repeat what the reporter did.
  • Look for the "Deployed to production (version) …" comment. If there is none, the fix may not be live yet.
  • Check the case from the ticket, then the obvious cases around it: another shop, another customer, an empty value.

Giving the verdict

  • Pass: write what you checked, then confirm. The ticket shows QA passed.
  • Fail: write what is still wrong and how to see it. Fail stays disabled until you add the note. The ticket shows QA failed.

Each verdict adds a comment to the ticket ("QA passed", or "QA failed:" with your note), posts to the ticket's Slack thread and notifies the assignee. After a fail the engineer fixes it and asks again, and the ticket returns to your queue.

Comments are public, so the reporter can read your note too. Keep it factual.

What QA does not do

QA does not request checks, change a ticket's status or close tickets. That stays with the engineer, who marks the ticket Done once they are happy. You can comment on tickets and raise new tickets when you find a new problem while testing.

Using the AI assistant

The assistant's ticket tools are available to QA. It can list and read the tickets you can see, and raise new tickets for you. It can only comment on a ticket assigned to you, so give your verdicts in aiku.

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