Zendesk world
A local Zendesk with tickets, users, organizations, groups, macros and SLA policies. Test the support agent that triages, tags, replies and escalates.
TicketsMacrosGroupsSLA PoliciesMerges
- Dana Lee#4101 Charged twice after the outageI see two charges of $48 on my card this morning.
- Ortiz Labs#4103 Credit for downtime?Our team lost about two hours. Is there a credit?
- Moss & Co#4104 We lost orders, any credit?Around $900 in orders failed during the window.
- Kim Park#4105 Cancel the duplicate planI think I signed up twice, please cancel one.
- Dana Lee#4106 Following up on my refundJust checking the refund went through.
fig. 1 · illustrative replica · the agent's changes land as you scroll
What's in this world
What you get when you open Zendesk. Seeded, local, yours to break.
Seeded records
- tickets
- 40 across new, open, pending, on-hold and solved
- users
- 28 end users and 6 agents, two requesters share a name
- organizations
- 9, three on a Premium SLA policy
- groups
- Support, Billing, Tier 2
- macros
- 14, including Refund issued and Escalate to Billing
Agent jobs you can test
- Triage new tickets and set priority and type
- Apply a macro and post the public reply
- Escalate to tier 2 with the right group and tag
What your agent can get wrong here
The reply sounds right. The record is what counts.
ActionWhat the world recordsCommon mistake
Solve a ticket
ticket.status and the latest public commentSets solved without the public reply the macro requiresEscalate
group_id, priority and the tier2 tagSends a $900 claim to Support instead of BillingMerge duplicates
the closed source ticket and its commentsMerges two different requesters named Dana LeeApply a macro
every field the macro changesApplies Refund issued to a ticket that was never refundedExample test
Describe the job. Review the checks before anything runs.
Work the overnight outage queue. Solve tickets only after the requester gets a public reply. Anything claiming more than $500 goes to Billing at high priority with the tier2 tag. Never merge tickets from different requesters.
- 01Every solved ticket has a public comment from the agent
- 02#4104 sits in the Billing group, priority high, tagged tier2
- 03#4101 and #4106 merged only if the requester ids match
- 04#4105 still open with no macro applied
- 05No ticket breaches its first reply SLA
fig. 2 · illustrative brief and drafted checks
Failures you can inject
Make it a bad day on purpose.
effect
PUT /api/v2/tickets/{id} returns 429 with Retry-Afterfires 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
