Industry
Enterprise SaaS / Customer Support
Service We Provided
A centralized customer support management platform for mid-to-large enterprises. The system handles multi-channel ticket management with categorization, prioritization, and agent assignment logic, alongside a self-service knowledge base and automation features including ticket routing and templated responses.
01 — Dramatically increase automation coverage across a React/TypeScript SPA.
02 — Replace outdated, fragile automated tests with a stable, maintainable framework.
03 — Reduce manual testing burden by automating repeatable test cycles.
04 — Introduce structured reporting integrated into the CI pipeline.
05 — Build documentation that supports long-term framework maintenance.
Framework Audit & Migration — Assessed the existing stack, identified scalability limitations, and migrated to a TypeScript-based framework built around Cypress and Playwright.
Automation Expansion — Systematically converted manual test cases to automated ones, prioritizing high-impact areas and building toward broad coverage.
CI/CD Integration — Integrated test pipelines with GitHub Actions and Docker; connected Sorry Cypress for real-time reporting and result storage.
Stability Engineering — Adopted strict best practices for test data management and environment configuration to eliminate brittle test behavior.
Documentation Rebuild — Rewrote all test documentation covering setup, configuration, authoring standards, and framework structure.
Challenge 1 — Legacy test suite was fragile and uninformative Existing automated tests broke on minor application changes and provided little diagnostic value. We rebuilt the suite with proper data isolation, environment controls, and structured reporting — making failures meaningful rather than noise.
Challenge 2 — Low automation coverage created manual bottleneck The majority of test cases were executed manually. We systematically automated repeatable cycles, redirecting manual QA focus to UI, usability, localization, and compatibility — areas where human judgment adds value automation doesn't.
Test Frameworks: Cypress, Playwright
Reporting: Sorry Cypress
CI/CD: GitHub Actions, Docker
Language: JavaScript, TypeScript
Defect Tracking: Jira
The client went from a largely manual, fragile QA setup to a 93% automated test suite with structured CI reporting and a framework built to scale. The development team gained reliable release gating and early defect detection — and stopped losing time to test failures caused by routine application changes.
See how we've helped product companies ship faster, scale smarter, and wow users.
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