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The ticket will always have the subject, “EverBright Partner Onboarding”
The ticket will include the information required to setup the partnership including:
Contractor Installer name
Contractor Installer contact email
2. Update the SS ticket
Update the Organizations ticket’s Organization field to the Contractor Installer name, from the form.
Add the organization’s Sighten account manager and David Ellis as a Watcher.
Set Reporter to onboarding@goeverbright.com
Set Request Type to Company-specific Data Change
Use the Needs Configuration? 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.
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Configure the product in the account according to the instructions
When complete - the config team will place their ticket on hold - and the SS ticket will be moved to “waiting on support”
5. Support will initiate approval before pushing products live
Support will send an internal comment to David Ellis asking if approved to push live
Support will 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
Once approval is received to push the products live in the account, change the CS ticket status back to “to do”
6. Support will close the SS ticket
Support notified that Once the CS ticket is complete (workflow will change to waiting for support)Add , add an internal comment to James and 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 to communicate with the customerClose the ticket.letting them know that communications are needed - remember, customers are not copied on onboarding tickets