I have a brand-new IT support ticketing platform that needs a thorough end-to-end workout. I’ll give you full access under three distinct profiles—Admin, Agent, and Customer—and I want every workflow validated from login to ticket closure. As Admin you’ll dig into user management, system settings, and reporting tools, then push further into the areas I rely on most: SLA configuration, e-mail routing, department mapping, macros, canned responses, knowledge-base links, time tracking, and follow-ups. Nothing should slip through the cracks. Switching to the Agent view, you should create, assign, escalate, merge, link, comment on, and resolve tickets while confirming that automated replies, status updates, and timers behave exactly as configured. From the Customer side I need the self-service portal, ticket submission forms, and notification emails verified for accuracy, clarity, and proper permissions. Deliverables I expect: • A concise test plan outlining coverage for all three roles • Step-by-step test cases with pass/fail results and screenshots where relevant • A prioritized bug/issue log that’s clear enough for my dev team to reproduce • A short summary report highlighting overall system health and any critical gaps Everything should be executed on the latest versions of Chrome and Firefox, with notes on any browser-specific anomalies you spot. If you already use tools like Selenium, Postman, JMeter, or similar, feel free to incorporate them—just include the scripts or collections in your submission. I’m ready to hand over credentials and staging URLs as soon as we agree on timelines, so let me know how quickly you can start and how long you’ll need for a full pass. Absolutely no automated Freelancer responses permitted. I will determine this based on your speed to response and using Grammarly to validate your response was human.