Few customers raised these questions to me:
a) How do I test Ticketing App?
b) How do I rollout into production?
c) How many instanced should I create?
Since it would be valuable for many, I wrote this how to.
How do I test Ticketing App?
There are couple of ways for you to test ticketing App.
Simplest option would be to create a Test Teams, add a ticketing instance, then configure your ticketing instance (add departments, categories, Tags, Teams Owners and Teams members) and you are ready to go for testing.
Once you have finish testing it, you can remove the Teams.
How do I rollout into production?
“Rolling out” to production would only be a matter of adding a Ticketing instance in channel use by your teams.
Herebelow is an example of deployment:
We deploy a ticketing instance for the HR team so they can manage all employees requests
Legal as also is own ticketing instance to manage all requests to draft contracts
IT has 2 instances. One being "public" so any employees can raise a request to IT Support team.
2nd ticketing instance is in a private channel and only IT team can access it. this could be used to manage a software development project.
We also create another ticketing instance (project Arthemis), in a Teams that has guest users.
Keep in mind that to raise a ticket in a Ticketing instance, a user must be a member (or at least a guest) of this Channel.
How many instances should I create?
The first driver to consider is who will be answering the tickets. In above example, it is not the same team who would answer HR matter vs IT support, so you have to create different Ticketing instance.
Another criteria is the confidentiality of information. Note that all people providing support in a ticketing instance will be able to see all tickets. It is additional reason to separate IT Support vs HR Support instances.
Note also that at this stage, there is only a single ticket form. If you want to capture different type of "tickets", then you might consider creating different instances.
If above explanations are not helping you answering the question about how many instances to create, then my suggestion would always be to start with minimum instances.
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Have a great day!