Please note: This is a draft document. The strikethrough text indicates material not yet created.
This procedure is appropriate for Support Agents.
Requests to enable EverBright’s integrated products and partners will come directly to Support! Below are the steps.
Prior to support getting a ticket - here’s what happens:
Customer applies to EverBright via the application here:
EverBright linkAfter EverBright approves the request, an SS ticket will be created automatically and sent to support.
Note: If a customer says they’ve applied but a ticket hasn’t been generated,
check the financier onboarding sheet to confirm
Look in the
second tab > Column B foraccount nameandstatusin Column L
1. Onboarding form (ticket) will be sent directly to Support
The ticket will always have the subject, “Re: EverBright “EverBright Partner Onboarding”
The ticket will include the information required to setup the partnership including:
Contractor name
Contractor contact email
...
Update the Organizations to the Contractor name, from the form.
Add the organization’s Sighten account manager as a Watcher.
Set Reporter to onboarding@goeverbright.com
Set Request Type to Company-specific Data Change
Use the Needs Configuration? automation Automation dropdown to select Integrated Finance
An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.
3. Update the CS ticket (created by the automation)
Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)
Add Components (Contractor name)
Change the Epic to EverBright Configurations
Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206
...
Configure the product in the account according to the instructions
here.
5.
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Send the customer an email providing info on how to use the product and how to set up training (see email below)Create a KNOW ticket, assigned to Tucker, to send a training email through hubspot to active users in the organization
6. Support will close the SS ticket
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Support will close the SS ticket
Support notified that the CS ticket is complete (workflow will change to waiting for support)
Add an internal comment to James and David Ellis that it's complete.
Close the ticket.
Welcome email:
Hi {Customer},
Congrats, EverBright’s integrated financing is now live in your account!
Please see our Getting Started with EverBright Financing guide here.
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