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What are the best ticketing system training and onboarding practices for QA teams?

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Ticketing systems are essential tools for QA teams to manage, track, and communicate issues, bugs, and feedback during software development and testing. However, not all ticketing systems are the same, and each one has its own features, workflows, and terminology. Therefore, it is important to train and onboard QA teams on how to use the ticketing system effectively and efficiently. In this article, we will explore some of the best practices for ticketing system training and onboarding for QA teams, based on case studies and examples from different QA contexts.

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Yasmina G.

Quality Software Manager /Linkedin Top Quality Assurance Voice |ISTQB? Agile/PSM /PSPO
Marko Dragovi?

Testing Expert @ Amdocs | Quality Assurance - Test Planning, Design, Execution, Management

1 Identify the ticketing system requirements

Before choosing a ticketing system for your QA team, you need to identify the requirements and expectations of your project, stakeholders, and users. For example, you need to consider the size and complexity of your project, the type and frequency of issues and feedback, the level of collaboration and communication needed, the integration with other tools and platforms, and the reporting and analytics capabilities. By defining the ticketing system requirements, you can narrow down the options and select the one that best suits your QA needs and goals.

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Marko Dragovi?

Testing Expert @ Amdocs | Quality Assurance - Test Planning, Design, Execution, Management
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To identify, follow these steps: 1. Determine the specific needs and goals of your QA team. 2. Evaluate your current QA processes and workflows. 3. Engage with key stakeholders, including QA team members, project managers, developers, and other relevant parties. 4. Based on the insights gathered, create a list of functional requirements for the ticketing system. 5. Anticipate future growth and changes in your QA processes. 6. Explore different ticketing system solutions available in the market. 7. Compare the identified requirements with the features offered by various ticketing systems. 8. Once you have selected a ticketing system, plan and execute its implementation.

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Bathin Vattivella

Seasoned Quality Engineering Leader | Agile Program Manager | PRINCE 2 | CSM | SAFe | RTE | LSSGB | QA COE | AI Enabler | Delivery Excellence | KAIZEN Manager | Ex-LTI | Ex-NCR | Ex-CA |
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Ticketing systems/test management tools are essential for any project/program. Before inducting any system first we need to identify the requirements how the system is going to increase the productivity. How it is going to scale up for the other projects/programs What's the licensing cost Support requirements Power of integration with enterprise systems With all the above factors we can decide the tool to induct.

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2 Provide a ticketing system overview

Once you have selected a ticketing system for your QA team, you need to provide a general overview of its features, functions, and benefits. This can be done through a presentation, a video, a document, or a live demo. The purpose of this overview is to familiarize your QA team with the ticketing system, explain how it works, and highlight its advantages and value. You should also cover the basic concepts and terminology of the ticketing system, such as tickets, statuses, priorities, categories, assignees, comments, attachments, filters, and reports.

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Yasmina G.

Quality Software Manager /Linkedin Top Quality Assurance Voice |ISTQB? Agile/PSM /PSPO
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Some example tools I recommend to consider depending on the context and needs: 1. Trello: ? Visual board-based task management. 2. Redmine: ? Open-source tool with features for issue and time tracking. 3. ClickUp: ? All-in-one productivity platform with customizable views. 4. Zendesk: ? Customer support platform with a ticketing system. 5. Jira: ? Comprehensive tool with customizable workflows, agile support, and robust integration capabilities.

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3 Demonstrate the ticketing system workflow

After giving a ticketing system overview, you need to demonstrate the ticketing system workflow for your QA team. This means showing how to create, update, assign, resolve, and close tickets, as well as how to communicate and collaborate with other team members and stakeholders through the ticketing system. You should also explain the best practices and standards for writing clear, concise, and consistent tickets, such as using descriptive titles, providing relevant details, attaching screenshots or videos, adding labels or tags, and following a template or a format.

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Marko Dragovi?

Testing Expert @ Amdocs | Quality Assurance - Test Planning, Design, Execution, Management
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To demonstrate, follow these steps: 1. Start by explaining the purpose of the ticketing system in QA, which is to track and manage issues. 2. Describe stages of the ticketing system workflow: a. Users/testers create tickets to report issues or request new features. b. QA team reviews the newly created tickets and prioritize them based on severity/impact/urgency. c. Tickets are assigned to QA engineers or developers who will investigate/resolve issues. d. The assigned individuals work on resolving the issues mentioned in the tickets. e. Once the issues are resolved, QA performs testing to ensure that the reported problems are fixed - they update the ticket status. f. After successful verification, the ticket is marked as closed.

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4 Practice the ticketing system skills

The next step in ticketing system training and onboarding is to let your QA team practice the ticketing system skills they have learned. This can be done through exercises, quizzes, games, or simulations that test their knowledge and ability to use the ticketing system. You can also create scenarios or use cases that reflect the real-world situations and challenges they will face in their QA tasks. By practicing the ticketing system skills, your QA team can reinforce their learning, improve their confidence, and identify their strengths and weaknesses.

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Marko Dragovi?

Testing Expert @ Amdocs | Quality Assurance - Test Planning, Design, Execution, Management
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Consider: 1. Understand the features, functionalities, and terminology used in the ticketing system. 2. Create test tickets to simulate different scenarios and practice various aspects of the ticketing system. 3. Practice assigning and prioritizing tickets based on their severity, impact, and urgency. 4. Practice clear and concise communication within the ticketing system. 5. Work on resolving the tickets assigned to you. 6. If you are part of a team, practice collaborating with other team members within the ticketing system. 7. After resolving the issues or implementing the requested features, perform testing and verification to ensure the tickets are successfully resolved. 8. Take the time to review and analyze completed tickets.

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5 Provide feedback and support

The final step in ticketing system training and onboarding is to provide feedback and support to your QA team. This means giving them constructive and timely feedback on their performance and progress, as well as answering their questions and addressing their concerns. You should also provide them with resources and tools that can help them learn more about the ticketing system, such as manuals, guides, tutorials, FAQs, or forums. Additionally, you should encourage them to share their feedback and suggestions on how to improve the ticketing system and its usage.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ticketing system training and onboarding practices for QA teams?

1

2

3

4

5

6

1 Identify the ticketing system requirements

2 Provide a ticketing system overview

3 Demonstrate the ticketing system workflow

4 Practice the ticketing system skills

5 Provide feedback and support

6 Here’s what else to consider

Quality Assurance

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What are the best ticketing system training and onboarding practices for QA teams?

1

2

3

4

5

6

1 Identify the ticketing system requirements

2 Provide a ticketing system overview

3 Demonstrate the ticketing system workflow

4 Practice the ticketing system skills

5 Provide feedback and support

6 Here’s what else to consider

Quality Assurance

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