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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. 

• Some installers are given priority service - your SS ticket priority field will be automatically set once the organization name is populated; you may need to refresh the ticket to see priority change

  • These tickets should be completed as soon as possible and take precedence over other tickets.

  • If the "needs config" field is used to create a linked config ticket, that ticket will also be automatically marked high priority. 

  • Note, if you create a linked ticket manually, you'll need to mark it high priority manually too.

• Someone is typically assigned to monitoring the queue and assigning tickets as appropriate - otherwise, we recommend all agents check the Unassigned Queue every 20 15 mins. 

Most tickets have specific processes you should follow, however below is an overview.  

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Then determine the "Request Type."   Here are 9 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 /wiki/spaces/SS/pages/532447263.
     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}/wiki/spaces/SS/pages/531791935^{. Here are how some specific types of company-specific data change requests are handled:}

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9. Non-Platform Tickets (trade shows, resumes, trying to sell us something, etc.)

1. NOTE: If this message seems like it really might need attention, send an internal message to the Support Supervisor for evaluation 

2. Customer Info:

   1. Request Participants: None

   2. Organization: Non-platform Emails

3. Assignee: yourself

4. Reporter: Anonymous (Setting this will help reduce further email on this event/item/request)

5. Request Type: Non-Platform Request

6. Status

   1. Closed

   2. Won't Do

   3. Non-Platform Request

   4. Other

Send an initial reply to to the customer

Here are types of initial replies:

1. Probing questions - use if we need more details to proceed with the request

2. First step to resolution - if we’re able to narrow down the issue right away, we can immediately send a resolution or a suggestion the customer can try.

3. A general initial response - Since we have a 2 hour SLA for all incoming emails, some emails need more time for investigation before we can send a troubleshooting step or needed probing questions. In these cases, we send out a general initial response to let them know that we received their request and are now looking into it. Let them know as well that we’ll be in touch right away once we have more news.

   1. For these cases, make sure to toggle the status from Waiting for Customer back to Waiting for Support. This is because we are yet to send a resolution for these tickets.

Follow-up with the customer regularly. 

Important note about sending messages to customers: 

1. Comments will be shared with anyone listed in "Reporter" or "Request Participants" fields

2. Any edits you make to your message after hitting 'send' won't be sent to the customer.  So be sure to proofread first.

A ticket can be closed when:

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