When your beta program is active, there are multiple modes of communications you need to serve your customers:
Manager to All Testers: send announcements to all of your testers to keep them updated (e.g. share a link to the product manual)
Manager to a subset of Testers: send a bulk update or follow up to a group of testers that share a common criteria (e.g. give kudos to your top performers)
Manager to a specific Tester: having a one-one conversation with the tester
Tester to Manager: a tester reaching out to manager for a specific reason
Tester to Tester: testers helping other testers in a specific topic (e.g. sharing how they solved a problem)
All these modes of communication normally happen in a group setting such as beta testing. And Stomio can help you manage all of them. In this article, we will focus on one mode: Tester to Manager.
Tickets: Tester to Manager Communication
Testers can initiate a conversation with Managers using Tickets in Stomio. There are two ways a Tester can start a ticket
When they execute on their tasks
Quick ticket directly from Stomio
When a Tester is executing their task, they can start a ticket by clicking on `Open a ticket` on the bottom-left corner of their screen. This will initiate a ticket that is associated with that specific step.
Another way to start a ticket flow is for the Tester to log into their account, click on `Tickets` on the top navigation bar, then click on `Open a ticket` on the screen.
Regardless of how the tester initiates the flow, a Ticket has below main component:
Beta Name: each ticket has two status: Open or Solved. By default, all tickets are open. Closing a ticket can be done by the manager or the tester by clicking on the ticket status on changing it.
Ticket Type: testers have the option to report on 4 main types of tickets:
- I’m Stuck: when a tester is executing a task and can’t proceed because something is blocking them. - Bug: a tester found an issue and wants to report it. - Question: a tester is curious about a non-critical aspect of the product and wants to ask a simple question. - Idea: a tester thinks the product can be improved and wants to share how to
Ticket Title: his is the main title for the ticket to convey the main message.
Ticket Description: this is the bulk of the details the tester wants to include in their ticket.
Attachment: a tester can attach a picture or video or any file to their ticket so the message can be better relayed.
After the tester creates a ticket, the conversation between them and the Manager starts. Both parties can add comments and attach files to share more context. Stomio makes the conversation feels natural and friendly because the experience is chat-like
Pro-tip: make the conversation light and fun. Share pictures and reply to your testers quickly to keep them engaged
Once a ticket is created, you can perform the following actions on each ticket
Change status: each ticket has two status: Open or Solved. By default, all tickets are open. Closing a ticket can be done by the manager or the tester by clicking on the ticket status on changing it
Assign a ticket to a Manager: when you run a beta program with teammates, you can assign a ticket to a teammate (or yourself!) so your team divides and conquers the tickets flowing from your testers. Click on `Assignees` and you’ll see a list of managers for that beta. Simply select the managers you want to assign the ticket to and they’ll receive a notification
Change ticket type: in the same side panel you get to assign a ticket to a teammate, changing ticket type is as simple as clicking on the drop down and selecting another ticket type. This could be needed if a tester started the ticket as a question and it turned out to be a great idea for future product improvement.
Delete a ticket: sometimes you need to delete a ticket because it was filed by error or the information provided is invalid. Click on the desired ticket, on the right panel find the `Delete ticket` button. Once you click on it, you’ll be prompted to confirm the action. Once confirmed, the ticket is deleted and can’t be retrieved.
Managing your tickets at scale
After you launch your beta program, you should expect a lot of tickets to be reported by your testers. The number of tickets will increase exponentially if you launch more than one beta program at the same time. Stomiohelps you stay on top of your tickets by giving you a number of filters to quickly get to the tickets you want to view:
Beta Filter: you can filter your tickets by a specific beta so you can focus on that program
Ticket Type Filter: you can also filter your tickets by their type: I’m Stuck, Bugs, Questions, or Ideas. This is helpful to prioritize your work (e.g. unstuck your testers first then check out bugs)
Ticket State Filter: each ticket can be `Open` or `Closed`. By default, all tickets are Open until the Tester or Manager closes the ticket because it’s resolved or no longer valid. This helps you clean the view by focusing on open tickets only
Ticket Assignee Filter: when you run a beta program with teammates, you can assign a ticket to a teammate (or yourself!) so your team divides and conquers the tickets flowing from your testers
Pro-tip: you can combine multiple filters to move quickly and get a very specific view of your tickets.
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