1. Open up the CS Board and click on the the + icon in the top left corner (or press (c))
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Doc - This should be selected for all document requests
Onboarding - This should be selected for all onboarding requests
Config Finance - This should be selected for all configured financing
Resolution - This should be used to file a ticket where a configuration error is being resolved
Task - This is the default and should be selected when the request does not fit into the above
Summary -
When creating CS tickets in general, try to include a clear action/configuration that is needed in the summary. It is also important to include the Finance Product (EverOwn, EverFix Direct Pay, etc.) that is being configured or is causing an issue.
1. If a ticket is created from an email request (external or internal customers), please use the email subject as the ticket summary . formatted as:
Org name - Email subject
EverBright - Email subject
2. If a ticket is not created from an email request:
Examples:
Installer requests, this should be formatted as: Org_name - Configuration that should be complete. An example of this is “Sighten Solar - Add Service Finance Products”.
Customer is receiving an error code, this should be formatted as Org name - Error code
Component -
Enter the customer name. If not yet in the database, enter other Other and it will be added later.
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