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, jordana.norring@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 a “reply to customer” note to let all the request participants know that configuration is complete and the account is ready to launch. Add training@goeverbright.com, and Marko Spasic as request participants
These EverBright employees will use this as a trigger for subsequent processes
Reply to customer:
Hello,
Configuration is complete, and the account is ready to launch. Please coordinate with [account manager] to schedule Onboarding training and confirm all required documents have been submitted.
Regards,
Close the ticket (no need to wait 24 hours)
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