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Tickets are investigated carefully so they can be handled in the best and most efficient way possible. And so our reports, dashboards and metrics are pulling accurate data.

Here’s how it’s done:

Regularly monitor the JIRA Service Desk queue to make sure all SLAs are met.

• All New and Unassigned tickets must be given a first response within 2 hours. 
• Someone is typically assigned to monitoring the queue and assigning tickets as appropriate - otherwise, we recommend all agents check the Unassigned Queue every 20 mins. 
  

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• Fill out the Assignee field with your name. You can do this by clicking on “Assign to me” 
• Confirm that the "Reporter" field is field out with customer's contact details. (This may initially be listed as @goEverBright if the message was forwarded from a staff person).
• Ensure that the "Organization" field is filled out accordingly. In case the Organization can’t be entered, please go to Customers tab on JIRA and search for the Organization to find the right name, or add it if it isn’t added yet.  If a channel partner, use the channel manager's name
• If related to EverBright financing, add "EB" to the "label field" on the right
• Check the "channel field" and make sure phone, email, or chat is selected - or select multiple channels if you needed to use a combination of channels to resolve the original request
• Add anyone who should be kept in the loop as a watcher (eyeball icon at the top right of the ticket) 
  • However, if account managers should be looped in, send them a slack.  You may find the list of accounts and their managers in SalesForce or the support dashboard in QuickSight
• Update the Assignee as needed. Sometimes Assignees need to be reassigned after sending out a reply.

Determine the Request type

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- Here are 8 request types:

1. General Inquiry

   • This covers all questions about software navigation, features, usage, as well as all other inquiries that don’t fit into other categories. As a rule of thumb, if a ticket is yet to be categorized; meaning, if the request is vague or does not fall under any of the request types, it may first be categorized under General Inquiry. This can then be updated later on. More information and examples of General Inquiry tickets can be found here.

2. /wiki/spaces/SS/pages/694026241

   • These are tickets with concerns that imply that the software is not working as it should or there is a question on a technical request, like how to properly format an API request. Support’s key role is to rule out the possible root cause, and ensure that the issue is not a byproduct of a user-error, or a browser-related, or hardware-related issue, before forwarding the concern to dev.  More information and example of Technical Support tickets and examples can be found /wiki/spaces/SS/pages/694026241.

3. Industry-wide data change
   • These are data change requests that affect all businesses in the platform. Examples include adding, editing, or removing solar equipment, equipment manufacturers, and incentives.
     Here’s how tickets requesting to add, edit, or remove incentives should be handled:
     Send a reply to the customer to let them know we received their request and are now working on it. Then, create a CS ticket for the configuration team. Keep in touch with the customer for any follow ups or additional information needed, and with the configuration team for updates. SS ticket will be ready to close once CS ticket is placed in UAT status.
     
     Here are two other specific industry-wide data change requests, and how they should be handled: 
     
     i. Adding or updating SRECs. This can be done by Support as outlined by the process here.
     ii. Adding Equipment. Support will maintain communication on the ticket and create a CS ticket according to the process here.
     
     
4. Company-specific data change

   • ^{These are data change requests that only affect the reporter’s organization. This includes adding, editing, or removing a financial product, product rules, contract templates, etc).}

     ^{Here’s how company-specific data change requests should be handled:}

     ^{i. Support will collect all the needed documents and will attach to the ticket} 

     ^{ii. Support will maintain communication on SS ticket and create other required tickets as outlined here. Here are how some specific types of company-specific data change requests are handled:}

5.) Project-specific data change - 

These are data change requests that are only applicable to specific projects. This usually involves updating data on a specific customer site. Most of these are un-archive requests or updating legal contact information.

i. For requests to update legal contact information, refer to financier.
ii. For requests to unarchive customer site, follow the unarchive request SOP.

6.) Account Management

• These are inquiries on billing, cancellation, subscription changes, and requests for company/team trainings, status checks, etc).
  
  i. For cancellation requests, follow the Cancellation Request SOP. Please make sure to include the Account Owner as a Watcher.
  
  ii. For requests to update billing information, assign to @Sarah-Jane. She will then send instructions on how customers can update their billing information here.
  
  iii. For training requests, please respond by sending them a link to their Account Manager’s calendar to schedule the best time for training. Then, send a follow-up to ensure that an appointment has been booked. Account calendar links can be found here.
  
  iv. Otherwise, support will re-assign ticket to the Reporter’s organization’s Account Owner. An organizations Account Owner can be found on the Support Salesforce Dashboard in Quicksight.

7.) Onboarding

• These are emails automatically sent to Support to initiate the /wiki/spaces/SS/pages/2408251549/wiki/spaces/SS/pages/2408251549 to the platform or/wiki/spaces/SS/pages/2459828319
  

8.) Feature Requests

• These are enhancement and feature requests that may include but are not limited to: suggestions to improve the UI, adding features on certain project phases, and so on.
  For new ideas, and feature requests, Support will document the request according to the process /wiki/spaces/SS/pages/2468970577
  
  
  

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