Note: These tickets are for installers NEW to both the platform and to EB products.
Important: Support can only process tickets originating from David Ellis' Onboarding team; 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. Onboarding form (ticket) will be sent directly to Support
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Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager and David Ellis as a Watcher.
Set Reporter to onboarding@goeverbright.com
Set Request Type to Onboarding
Add Request Participants: allsales@goeverbright.com, Alice.Reeve@goeverbright.com, Tim.LoCascio@goeverbright.com, Richard.Dubbs@goeverbright.com, and the organization’s account manager
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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5. Support will close the EB Onboarding ticket:
Send an internal a “reply to customer” note to David Ellis and the Account Manager that let all the request participants know that configuration is complete and the account is ready to launch.
These EverBright employees will use this as a trigger for subsequent processes
Close the ticket (no need to wait 24 hours)
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 / installers are not copied on onboarding tickets