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If there is no information in this field, log in to the platform as the org and check their configuration settings to see if they already offer options from the lender they are requesting updates to. If not, check with their account manager before proceeding. (NOTE: Ignore this step for training ONLY)
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Since the org in this example(above) already offers configured financing options from Energy Loan Network, we can proceed with their request.
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Try not to assign users who already have a heavy workload. Their work hours(listed next to their name) should also be taken into consideration.
When selecting a QA assignee, make sure that QA is listed next to their name.
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For Training Only: This next step MUST be completed LAST. It automatically sets the CS ticket status to WON’T DO, and removes it from the regular CS ticket queue. |
4. Lastly, under Components, enter the name of the organization that is requesting the update. In this example, NextGen Construction.
No further action is required once the ticket has been assigned. If any additional information or documentation is required, one of the assignees will notify support.
Once the configuration work has been completed, the configuration assignee will close the CS ticket. At this point, an automated message will be sent out to the customer, notifying them that their request has been completed. If the customer hasn't responded within 6 hours of receiving the automated response, the support ticket can be closed. (NOTE: For training ONLY, close the ticket immediately)
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