Support routinely receives requests to update configured financing options.
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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.
If this is a new request for configured financing
send a slack message to tag James Lee in an internal comment for approval
If approved, proceed with the request
If denied, ask the AM to follow up with the customer
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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.
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,