NOTE: this process if for processing tickets that come in a typform for product updates for specific installers
Important: Support can only process tickets originating from David Ellis' Onboarding team or from James Lee via email support ticket; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process.
1. Product update form (ticket) will be sent directly to Support
The ticket will always have the subject, “EverBright - Pricing Update”
The ticket will include the information including:
Installer name
Installer contact email
Installer’s EverBright account manager
Exception Note - the request may come from James in an email - and not a form. If he does not include customer contact info, don’t include customer email on the tickets.
2. Update the SS ticket
Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager and David Ellis as a Watcherrequest participant.
Set Reporter toonboarding@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, but since customer not copied it won’t be sent to them.
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