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Pool randomly (but recently) closed tickets for QA

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Alyssa Libo

Data ultimo post: 31 gen 2024

Alright, this might be kind of a big ask--but I'm curious to hear other's ideas. The vision is to pool random tickets recently closed (say, from the past week) and put them into a queue for QA review. 

My team and I have explored things like MaestroQA, but we're not looking for something as robust. Moreso just random tickets to provide praise on a job well done or opportunities for coaching team members. 

Any suggestions, vague or descriptive, would be much appreciated! 

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Alyssa Libo - 

    The most straight forward approach would be to pull a weekly explore report of all tickets wherein the status changed to closed over the last week (leveraging the update history dataset).  Then you could slice that by Ticket ID and grab tickets from that pool (if you really wanted to randomize it you could use a simple random number generator online to pick X number of lines in the export).  Beyond that, we've also seen good success with https://www.csat.ai/ as a reliable tool that can help smaller teams scale their QA operations.

    Brandon

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