Ticket triage, resolution & knowledge base
Route and resolve tickets correctly and keep the knowledge base current.
20 project-authored proposals · taxonomy v1.1 · 0 new benchmark runs. Verifiers and partial-credit rules below are designs, not executed results.
- Typical applications
- Zendesk · ServiceNow · Freshdesk
- Class GUI-need label
HY· Hybrid
Digital-employee context
Project class assignments, not demonstrated employee capability or imported benchmark coverage. Acceptance criteria and value metrics are proposals; no ROI has been measured.
Related roles
- Customer support · Support responsibilities lead to case/knowledge-base updates and policy-compliant customer transactions.
- IT and software delivery · Separate deliverables cover service tickets, restored configuration, identity records, repository fixes, passing CI and release packages.
Customer support · Primary class
- Workflow
- Read case and knowledge → resolve within policy or hand off → update case.
- Deliverable
- Case update, grounded reply and escalation context.
- Proposed acceptance
- Correct case and final state; required confirmation and handoff; no unsupported closure.
- Proposed metric · unmeasured
- Cost per verified resolution; reopen rate; human handling minutes.
The deliverable is a resolved or escalated case with an updated record and supporting knowledge.
- Salesforce: Service agent use cases · Official documentation
- Salesforce: Case management with Flow actions · Official documentation
IT service desk · Primary class
- Workflow
- Retrieve incident context → draft resolution notes → user selects resolution category → update record.
- Deliverable
- Incident record with resolution evidence or explicit escalation.
- Proposed acceptance
- Correct incident, user-approved resolution category and evidence; a note alone does not prove the system was repaired.
- Proposed metric · unmeasured
- Time per accepted incident wrap-up; human revision rate; resolution-category error rate.
Approved incident notes and resolution categories are ticket work; record wrap-up does not establish system repair.
- Microsoft: Employee Self-Service declarative agents · Official documentation
- ServiceNow: Incident resolution details agent · Official documentation
Task proposals · 20
Expand to inspect the complete original wording and proposed checks. Original proposal text remains English in both interfaces.
R05.12.01.01-T01 Triage forty new tickets by category and priority policy
Original instruction
Zendesk (sandbox) view 'New - unassigned' has 40 tickets from synthetic customers. Apply input/triage_policy.md: set the custom field 'Category' (6 values), priority (urgent/high/normal/low by impact x urgency), and group by category. Exactly the tickets meeting the outage criteria become urgent. Add no public replies.
- Platforms
web· Any OS (web)- Applications
- Zendesk
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicknav· Pan/zoom/scrolltype· Text & forms- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 4 / 5
Proposed verifier
Zendesk API read by grader: category, priority, group equal key for 40 tickets (key has 3 urgent); no public comments added; audit events authored by agent's web session (API token not issued).
Proposed partial credit
35% categories; 35% priorities (urgent set exact for full share); 20% groups; 10% no public replies.
R05.12.01.01-T02 Merge outage duplicates into a problem and update requesters
Original instruction
In Zendesk (sandbox), 6 tickets report the same login outage. Create problem ticket 'Login outage 2026-10-14', link the 6 as incidents (merge exact duplicates from the same requester instead), and post one public update on the problem using macro 'Outage acknowledged', which propagates to linked incidents.
- Platforms
web· Any OS (web)- Applications
- Zendesk
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicknav· Pan/zoom/scrolltype· Text & forms- Work product
WP08· App/system state- Conditions
risk· Irreversible/risky- Proposed difficulty
- 3 / 5
Proposed verifier
Problem ticket exists; incident links equal key; the 2 same-requester duplicates merged; one public comment on problem from macro; each incident received exactly one update.
Proposed partial credit
25% problem created; 35% incidents linked; 20% duplicates merged; 20% single update propagated.
R05.12.01.01-T03 Resolve password-reset tickets with a canned response
Original instruction
In Freshdesk (sandbox), resolve the 10 open tickets in view 'Password resets' using canned response 'Self-service reset' (fill the requester's first name), set resolution type 'Self-service' and status Resolved. Leave the one ticket where the user says the reset email never arrives open and assign it to group 'Identity'.
- Platforms
web· Any OS (web)- Applications
- Freshdesk
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & forms- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 2 / 5
Proposed verifier
Freshdesk records: 9 resolved with resolution type and reply text matching template with correct first names; the exception ticket open in group Identity.
Proposed partial credit
50% nine resolved with reply; 20% names filled; 30% exception handled.
R05.12.01.01-T04 Build an SLA-breach list and assign round-robin
Original instruction
In ServiceNow (PDI), create a personal list filter on Incident: active, SLA 'has breached' false and time left < 4 h, sorted by time left ascending; save it as 'Breaching in 4h'. Assign its incidents round-robin in that order to Beth Anglin, David Loo and Fred Luddy, with work note 'SLA watch'.
- Platforms
web· Any OS (web)- Applications
- ServiceNow
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & formsnav· Pan/zoom/scroll- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 3 / 5
Proposed verifier
sys_filter record exists with equivalent conditions (result-set equality); incidents in key order assigned A,B,C,A,...; work notes present. Agent has no REST role; audit shows UI transactions.
Proposed partial credit
30% saved filter; 50% round-robin assignment; 20% work notes.
R05.12.01.01-T05 Reassign stale P1 incidents to on-call
Original instruction
In ServiceNow (PDI), reassign all active P1 incidents opened more than 48 hours ago to assignment group 'Network On-Call' and add the work note 'Escalated: >48h P1'. Do not change any other incident.
- Platforms
web· Any OS (web)- Applications
- ServiceNow
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & formsnav· Pan/zoom/scroll- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 2 / 5
Proposed verifier
Incident table: exactly the key set reassigned with work note; no other incidents updated after task start.
Proposed partial credit
60% correct set reassigned; 25% work notes; 15% no collateral updates.
R05.12.01.01-T06 Revise and republish a versioned knowledge article
Original instruction
In ServiceNow Knowledge (PDI), article KB0010042 'Reset MFA' is outdated. Check it out, replace step 3 with the text in input/step3.txt, replace the step-3 screenshot with input/mfa_new.png, set valid-to 2027-12-31, and publish it as version 2 through the approval workflow (auto-approve configured).
- Platforms
web· Any OS (web)- Applications
- ServiceNow
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & forms- Work product
WP01· Document- Conditions
- None declared
- Proposed difficulty
- 3 / 5
Proposed verifier
kb_knowledge: version 2.0 published, previous retired; body step 3 text exact; image attachment hash; valid_to set; step 1, 2, 4 unchanged.
Proposed partial credit
30% new version published; 35% step text; 20% screenshot; 15% other steps unchanged.
R05.12.01.01-T07 Write a KB article with an annotated screenshot from a solved ticket
Original instruction
Freshdesk ticket #4410 (sandbox) was solved by changing a printer driver setting. Write a new solution article in folder 'Printing' from the thread: title, 5 numbered steps, and the screenshot input/driver_dialog.png annotated with a red box around the 'Spool settings' button and an arrow to 'Print directly to printer' (use any image editor). Publish it.
- Platforms
mac· macOSwin· Windowsweb· Any OS (web)- Applications
- Freshdesk · Preview · Snipping Tool
- Interfaces
brow· Browserdesk· Desktop GUI- GUI need · task setting
G2· GUI-essential- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
path· Continuous pathvis· Visual judgmenttype· Text & formsmulti· Cross-app- Work product
WP01· Document- Conditions
multiapp· Multi-app- Proposed difficulty
- 4 / 5
Proposed verifier
Article published in folder with 5 ordered steps matching thread facts (rubric by LLM limited to step correctness); image diff: red box IoU >= 0.6 with the button bbox, arrow tip within 30 px of target control. Agent gets no Freshdesk API key and the VM has no shell or Python, so the image must be marked up in an image editor and the article published in the web UI.
Proposed partial credit
35% steps correct; 20% published in folder; 30% box placement; 15% arrow placement.
R05.12.01.01-T08 Configure SLA policy and escalation trigger
Original instruction
In Zendesk (sandbox), create SLA policy 'Enterprise' for organizations tagged 'ent': first reply 1 h/4 h/8 h/24 h for urgent/high/normal/low, next reply 4 h, business hours schedule 'EU support'. Add a trigger that sets priority to urgent and notifies group 'Escalations' when an 'ent' ticket contains 'production down'.
- Platforms
web· Any OS (web)- Applications
- Zendesk
- Interfaces
brow· Browserapi· API/SDK- GUI need · task setting
AP· API-sufficient- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & forms- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 3 / 5
Proposed verifier
API read of sla_policies and triggers: metrics and targets exact, schedule linked, conditions correct; behavioral test ticket gets urgent priority and a group notification.
Proposed partial credit
45% SLA targets; 15% schedule; 40% trigger behaves.
R05.12.01.01-T09 Set up request types and portal forms in Jira Service Management
Original instruction
In Jira Service Management (test site), service project 'IT Help', add request types 'Hardware request' and 'Access request' with portal forms from input/forms.md (fields, required flags, help text), group them in portal group 'Get help', and route them to queues 'Hardware' and 'Access' via queue JQL.
- Platforms
web· Any OS (web)- Applications
- Jira Service Management
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & formsdrag· Drag & drop- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 3 / 5
Proposed verifier
REST read of request types and field config (names, required, order); portal group membership; queues return grader's test requests correctly.
Proposed partial credit
40% request types and fields; 20% portal group; 40% queues route test requests.
R05.12.01.01-T10 Resolve a VPN ticket by fixing the account in a directory console
Original instruction
Zammad ticket #7781 (sandbox): 'Can't connect to VPN since Monday'. In the Active Directory Users and Computers console on a Windows Server test VM (RDP), find the user, determine why (locked out and VPN group removed per input/vpn_policy.md), unlock the account, restore the group membership, then reply in Zammad with the cause and close the ticket.
- Platforms
win· Windowsweb· Any OS (web)- Applications
- Zammad · Active Directory Users and Computers
- Interfaces
desk· Desktop GUIbrow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G3· GUI-only- Interaction primitives
click· Point & clickmulti· Cross-apptype· Text & forms- Work product
WP08· App/system state- Conditions
multiapp· Multi-app- Proposed difficulty
- 4 / 5
Proposed verifier
LDAP read: lockoutTime 0, member of 'VPN-Users'; no other attribute changes; Zammad ticket closed with reply naming both causes. PowerShell remoting disabled on the VM.
Proposed partial credit
30% unlocked; 30% group restored; 25% reply with cause; 15% ticket closed, no other AD changes.
R05.12.01.01-T11 Create a problem and known error from clustered incidents
Original instruction
In ServiceNow (PDI), 12 incidents in the last week mention mail delays. Determine which share a common configuration item and symptom, create a problem record for that CI, link those incidents, document workaround from input/workaround.txt, and publish a Known Error article from the problem.
- Platforms
web· Any OS (web)- Applications
- ServiceNow
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicknav· Pan/zoom/scrolltype· Text & forms- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 4 / 5
Proposed verifier
problem record with CI = key CI; linked incident set equals key (8 of 12); workaround field; kb_knowledge known-error article linked and published.
Proposed partial credit
20% problem with right CI; 40% correct incident links; 15% workaround; 25% known-error article.
R05.12.01.01-T12 Route tickets using error codes visible only in screenshots
Original instruction
In Freshdesk (sandbox), 14 tickets say only 'app broken, see screenshot'. Open each attached screenshot, read the error code or dialog, set the 'Error code' field, and route to group Billing, Sync or Auth per input/error_map.csv. Mark tickets whose screenshot shows no error as 'Needs info' and reply with the canned request.
- Platforms
web· Any OS (web)- Applications
- Freshdesk
- Interfaces
brow· Browser- GUI need · task setting
G2· GUI-essential- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
vis· Visual judgmentclick· Point & clicktype· Text & forms- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 3 / 5
Proposed verifier
Error code fields equal key read from screenshots; groups per map; the 3 no-error tickets status 'Needs info' with canned reply. Attachments are images without EXIF/text layers. No Freshdesk API key is issued to the agent, so fields, groups and replies must be set in the helpdesk's web session.
Proposed partial credit
45% error codes; 30% routing; 25% needs-info handling.
R05.12.01.01-T13 Triage multilingual tickets with translated macros
Original instruction
Zendesk (sandbox) has 20 new tickets in English, German, Spanish, Japanese and Portuguese. Set the language field, route each to its language group, and apply the acknowledgement macro in the matching language (dynamic content variants exist). Tickets mixing two languages go to the group of the requester's profile locale.
- Platforms
web· Any OS (web)- Applications
- Zendesk
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & formsnav· Pan/zoom/scroll- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 4 / 5
Proposed verifier
Per ticket language, group and macro variant in public comment equal key; mixed-language tickets use profile locale; no ticket gets two acknowledgements.
Proposed partial credit
35% language; 35% group; 20% correct macro variant; 10% no duplicates.
R05.12.01.01-T14 Work assigned tickets from the Zendesk mobile app
Original instruction
On an Android emulator with the Zendesk Support app (sandbox agent), process the 6 tickets assigned to you: set status per input/mobile_actions.md (pending, solved, on-hold), add the internal notes given, and change one ticket's priority to high.
- Platforms
and· Android- Applications
- Zendesk Support mobile
- Interfaces
mob· Mobile touch- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
touch· Touch gesturestype· Text & forms- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 2 / 5
Proposed verifier
Ticket audits show changes from the mobile client (via channel 'mobile'); statuses, notes (internal, not public) and priority equal key.
Proposed partial credit
50% statuses; 30% internal notes; 20% priority change.
R05.12.01.01-T15 Escalate tickets about to breach SLA
Original instruction
In Freshdesk (sandbox), find open tickets whose resolution due time is within the next 2 hours (business hours apply), escalate them to group 'L2', add private note 'SLA risk - escalated' and set priority Urgent. Write their ids to output/escalated.txt.
- Platforms
web· Any OS (web)- Applications
- Freshdesk
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicknav· Pan/zoom/scrolltype· Text & forms- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 3 / 5
Proposed verifier
Ticket set equals key computed from due_by at task start; group, priority and private note set; output ids match; no other tickets changed.
Proposed partial credit
40% correct set; 30% group and priority; 20% note; 10% output.
R05.12.01.01-T16 Rename a retired product across the knowledge base
Original instruction
Product 'CloudSync' was renamed 'DriveLink'. In the Zendesk Guide help center (sandbox), update all articles mentioning CloudSync (body and titles, not URLs of external links), and for articles whose screenshots still show the old CloudSync logo, add label 'needs-screenshot'. Publish updates; leave archived articles alone.
- Platforms
web· Any OS (web)- Applications
- Zendesk Guide
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
vis· Visual judgmenttype· Text & formsnav· Pan/zoom/scroll- Work product
WP01· Document- Conditions
- None declared
- Proposed difficulty
- 4 / 5
Proposed verifier
Help Center API: no 'CloudSync' in titles/bodies of published articles except external link URLs; label set equals key from logo-in-image annotation; archived articles unchanged.
Proposed partial credit
45% text replaced correctly; 15% URLs preserved; 30% screenshot labels; 10% archived untouched.
R05.12.01.01-T17 Link helpdesk tickets to assets by serial number
Original instruction
In GLPI (local), 9 open tickets mention a laptop by serial number in the description or a photo of the asset label. Link each ticket to the matching computer asset, set ITIL category 'Hardware > Laptop', and add a follow-up stating the asset's warranty end date from its record.
- Platforms
web· Any OS (web)- Applications
- GLPI
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clickvis· Visual judgmenttype· Text & forms- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 3 / 5
Proposed verifier
glpi_items_tickets links equal key; category set; follow-up contains the correct warranty date per asset; photo-only serials (3) require reading images.
Proposed partial credit
50% correct links; 20% category; 30% warranty follow-ups.
R05.12.01.01-T18 Run a major incident from declaration to review
Original instruction
In ServiceNow (PDI with Major Incident Management), promote INC0010231 (payment API errors) to major incident, link the 7 related user incidents as children, create communication tasks for stakeholders per input/mim_plan.md, post 3 timed updates from input/timeline.txt, resolve with the root cause, and create the post-incident review record.
- Platforms
web· Any OS (web)- Applications
- ServiceNow
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & formsnav· Pan/zoom/scroll- Work product
WP08· App/system state- Conditions
long· Long-horizon- Proposed difficulty
- 5 / 5
Proposed verifier
Incident major_incident_state accepted then resolved; children equal key; comm tasks per plan; 3 updates with timestamps and text; resolution fields; PIR record linked.
Proposed partial credit
40% promoted with children linked; 35% comm tasks and timed updates; 25% resolution and PIR.
R05.12.01.01-T19 Repair macros that link to retired KB articles
Original instruction
In Zendesk (sandbox), 8 macros insert links to help-center articles that were archived. Using input/redirects.csv (old -> new article id), update each macro's comment text to the new URL, keep all other macro actions identical, and deactivate the one macro whose article has no replacement.
- Platforms
web· Any OS (web)- Applications
- Zendesk
- Interfaces
brow· Browserapi· API/SDK- GUI need · task setting
AP· API-sufficient- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & formscode· Code & commands- Work product
WP08· App/system state- Conditions
- None declared
- Proposed difficulty
- 3 / 5
Proposed verifier
Macros API: 7 macros contain only new URLs and other actions unchanged (JSON diff); 1 macro inactive; no new macros created.
Proposed partial credit
60% URLs replaced; 25% other actions unchanged; 15% deactivation.
R05.12.01.01-T20 Work a shift queue to policy across 25 tickets
Original instruction
In Zendesk (sandbox) as agent on the evening shift, process the 25 tickets in view 'My queue' per input/support_playbook.pdf: answer how-to questions with the right help-center article link, solve resolved ones, set pending where info is missing, merge duplicates, escalate billing disputes over $200 to 'Billing L2', and leave a handover note in output/handover.md.
- Platforms
web· Any OS (web)- Applications
- Zendesk · Zendesk Guide
- Interfaces
brow· Browser- GUI need · task setting
HY· Hybrid- GUI need · ordinary access
G2· GUI-essential- Interaction primitives
click· Point & clicktype· Text & formsnav· Pan/zoom/scroll- Work product
WP08· App/system state- Conditions
long· Long-horizon- Proposed difficulty
- 5 / 5
Proposed verifier
Per ticket predicate from playbook key (status, group, merge target, link URL in public reply); handover lists open items; LLM rubric only for reply tone (10%).
Proposed partial credit
70% per-ticket outcomes (pro rata over 25 tickets); 10% reply tone rubric; 20% handover note completeness.
Mapped research references
Existing benchmark-to-class links from the research catalog. They are not record-level annotations, executions or product endorsements.