Freshdesk world
A local Freshdesk with tickets, contacts, companies, agent groups, canned responses and automation rules. Test the agent that sets priority, routes to groups and resolves tickets.
TicketsPrioritiesGroupsCanned ResponsesAutomations
- Kim ParkReturn label never arrivedOrder 7781, I asked for a label on Monday.
- Moss & CoInvoice shows wrong VAT numberOur VAT id changed in March, invoice still old.
- Ortiz LabsHow do I export my data?Looking for a CSV of last quarter.
- Dana LeeCharged after cancellingI cancelled on the 3rd and was charged on the 5th.
- Lee HoldingsNeed a W-9Accounts payable needs it before paying.
fig. 1 · illustrative replica · the agent's changes land as you scroll
What's in this world
What you get when you open Freshdesk. Seeded, local, yours to break.
Seeded records
- tickets
- 45 across Open, Pending, Resolved and Closed
- contacts
- 50, linked to 10 companies
- groups
- Billing, Returns, Escalations
- canned responses
- 12 in three folders
- automations
- Ticket creation and time trigger rules
Agent jobs you can test
- Set priority and type on new tickets
- Route a ticket to the right agent group
- Reply with a canned response and resolve
What your agent can get wrong here
The reply sounds right. The record is what counts.
ActionWhat the world recordsCommon mistake
Set priority
priority (1 to 4) and the ticket typeMarks a routine invoice fix as Urgent and trips the escalation ruleRoute to a group
group_id and responder_idMoves a refund ticket to Escalations with no agentResolve
status 4 and the reply sentResolves before the canned response goes outMerge
primary ticket and secondary ticket notesMerges tickets from two different contactsExample test
Describe the job. Review the checks before anything runs.
Sort the morning queue. Returns go to the Returns group at Medium. Billing fixes stay at Medium unless money is at risk. Resolve how-to questions with the matching canned response.
- 01Kim Park ticket in Returns group, priority Medium
- 02Moss & Co ticket priority still Medium
- 03Ortiz Labs ticket resolved with the Export data canned response
- 04Dana Lee ticket still Pending
- 05No ticket left in a group with no agent
fig. 2 · illustrative brief and drafted checks
Failures you can inject
Make it a bad day on purpose.
effect
429 with Retry-After once the per-minute limit is usedfires before the handler · state untouched · same result every runEvidence
StatusIncluded in the closed beta, like every world in the catalog. Apply and tell us the workflow you want to test.Known limitations
