Requests to enable EverBright’s integrated products will come directly to Support! Below are the steps.
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Support will send an internal comment to David Ellis asking if approved to push liveSupport will slack
Slack David for an update within 24 hours if we don’t hear back from him
Note: If a separate “approval” ticket comes in to Jira (i.e. David doesn’t reply within the ticket - rather sends a new email that opens a new Jira ticket), link the approval ticket to the onboarding ticket and close the approval ticket as a duplicate.
6. Once approval
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received
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, Support will link a new CS ticket
Assign the new linked CS ticket and assign it to someone working during the time of approval. Hours forth coming
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at that time (add link to schedule)
Ask them to turn the products live for that customer
7. Support will close the Onboarding SS ticket
Once the new linked CS ticket is complete (workflow will change to waiting for support), add an internal comment to David Ellis that it's complete and products are live.
Close the ticket.
Important Note: if any customer communication is needed (for example, not ready to launch in their state, etc.) - please tag their account manager and David Ellis in an internal comment letting them know that communications are needed - remember, customers are not copied on onboarding tickets