1. Open up the CS Board and click on the the + icon in the top left corner (or press (c))
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2. Check if a ticket has already been filed
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Customer Success
Issue Type -
Doc - This should be selected for all document requests
Onboarding - This should be selected for all onboarding requests
Int Fin - This should be selected for all integrated financing requests
Config Finance - This should be selected for all configured financing
Task - This is the default and should be selected when the request does not fit into the above
Summary -
Title of the ticket. This should be formatted as: Reporter_name - Org Org_name - Configuration that should be complete. An example of this is Chris -Sighten Solar - Add Service Finance Products.
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The date the ticket is supposed to be completed by. The SLA from receiving a task to completion is 3 workdays or 72 hours from ticket filing not including weekends. There are a few exceptions to this. They are:
Any integrated financing should be 24 hours, not including weekends, from ticket filing
Basic onboardings should be within 24 hours, not including weekends, from the ticket filing
Any prioritized customer request except for documents should be within 24 hours, not including weekends, from the ticket filing. Here is where you can see the prioritized customers.
Configuration Due Date -
The date should be 48 hours from the creation of the ticket, not including weekends. Their same expectations that apply to due dates also apply to configuration due dates.
QA Due Date -
The date should be 24 hours 24 hours from the creation of the ticket, not including weekends. Their same expectations that apply to due dates also apply to QA due dates.
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The level of priority for a specific task.
Assignee -
The member of the configuration team who will do the configuration and forward the ticket to further stages on the board.
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The Epic Link determines the type of the ticket and there are multiple different epics important to configuration. Always place Epics on tickets, tickets without an epic tend to get lost. The Epics are:
Installer Configurations - This includes contract changes, product changes, general updates to the existing user accounts
Installer Onboardings - The onboarding tickets
Public Data Configurations - These tickets are for adding in the information we don't currently have offered on the platform, specifically products and equipment
Internal - Tickets for the internal purposes of Sighten
Benji/ Renovate
- Lifestyle
BrightOak Configurations
Loanpal Configurations
Renew Financial Configurations
Sunlight Configurations
SolKraft/HeartBeat
Stable Solar Configurations
Swell Configurations
PACEFunding Configurations
Green Think Energy (GTE) Configurations
Linked Issues -
This is used when there is a relationship between tickets. Either one is caused or blocked by the other one. The linked issues field sets the relationship and the Issue field sets the ticket to which the current ticket is related.
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