General Platform Tests
? Login Issue: Users report they cannot reset their password using the “Forgot Password” link.
?️ Dashboard Loading: The dashboard takes more than 10 seconds to load after sign-in.
? Access Denied: Agents without the correct role receive a “Permission Restricted” alert.
Account & User Management
? Add User Flow: Admins can add new agents from the User Management page.
? Email Update: Editing an agent's email triggers a verification prompt.
?️ User Deactivation: Deactivated users lose access instantly, and their queue is reassigned.
Tickets & Support
? Ticket Routing: Tickets from the web form automatically enter the “General Inquiry” category.
? Email Replies: Customer replies to closed tickets reopen them automatically.
⚠️ SLAs: High-priority tickets show a warning when they are 30 minutes from breach.
System & Integrations
? Integration Check: The Slack integration stops sending notifications during downtime.
? API Usage: Rate limits cause 429 errors for bulk updates.
? Sync Status: CRM sync updates every 15 minutes by default.
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