🎧 DeskFlow

1Business context

DeskFlow is a customer-support help desk. Customers raise tickets; agents triage a queue, respond within SLA targets set by priority, add internal notes and resolve tickets with a resolution category.

Customers raise tickets (priority set by category); agents work a queue with live SLA countdowns and breach states, bulk-assign, reply with canned responses and formatting, add internal notes, and resolve with a required reason.

2Users & roles

• 👤 Customer — raises tickets (no login)
• 👤 Support agent (agent@deskflow.dev / Desk@123) — works the queue

3Modules & screens

4Main end-to-end journey

5Business rules & validations

• Derived priorityBeginner

  Choosing ticket-category shows which priority the ticket will get (Technical → High).

• Live SLA timersIntermediate

  sla-<id> counts down each second; breached tickets have data-breached="true" and red text.

• Queue filtersBeginner

  status-filter, priority-filter, owner-filter and queue-search combine; assert queue-count.

• Bulk assignIntermediate

  select-all-tickets → bulk-assign-me updates every assignee-<id> cell.

• Toolbar formattingIntermediate

  Select text in reply-text, click format-bold; the sent message renders <strong>.

• Internal notesIntermediate

  internal-note switch → message has data-internal="true" and doesn't count as a first response.

• First responseAdvanced

  Sending a public reply stops the SLA timer (“Responded”) and moves Open → Pending.

• Resolution ruleIntermediate

  Setting ticket-status to Resolved without resolution-category shows ticket-error.

6Test data & credentials

URL

/apps/helpdesk

Agent

agent@deskflow.dev

Password

Desk@123

SLA

Urgent 30m · High 1h · Med 4h · Low 24h

7Glossary

SLA

First-response target: Urgent 30 min, High 1 h, Medium 4 h, Low 24 h

Internal note

Agent-only message not visible to the customer

Resolution category

Required to set a ticket to Resolved

8Watch-outs for automation

• ⚠️SLA timers count down every second
• ⚠️The first public reply stops the SLA and moves Open → Pending
• ⚠️Rich-text bold is applied to selected text

9Suggested test strategy