Support routinely receives requests to update configured financing options.
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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.
If config requests more information, follow up with the customer in the SS ticket
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.
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Even if the ticket is closed as done, refer to the CS ticket to confirm that the entire request was completed and there are no outstanding issues before replying to the customer.
If no outstanding issues, reply to the customer and close the ticket:
Hello [customer],
Your request for [add request here] has been completed. This ticket will be closed. Should you need further assistance, please let us know and we’ll be happy to help.
Regards,