Page Comparison

1. Open up the CS Board and click on the the + icon in the top left corner (or press (c))

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2.

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You can control + F, or command + F on a Mac, to see if a customer currently has a ticket in configuration on the CS Dashboard or you can look at the new CS ticket slack channel

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Fill the appropriate fields

Project -

Customer Success

Issue Type -

• Doc - This should be selected for all document requests

• Onboarding - This should be selected for all onboarding requestsInt Fin

• Config Finance - This should be selected for all integrated configured financing requestsConfig Finance

• Resolution - This should be selected for all configured financingused to file a ticket where an error is being resolved

• Task - This is the default and should be selected when the request does not fit into the above

Summary -

Title of the ticket. This When creating tickets in general, try to include a clear action/configuration that is needed in the summary. If a ticket created from an email request, please use the email subject as the ticket summary.

For example: with installer requests, this should be formatted as:

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Org_name -

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Configuration that should be complete.  An example of this is

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Sighten Solar - Add Service Finance Products.

Component -

Enter the customer name. If not yet in the database, enter other and it will be added later.

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There are a few exceptions:

• Integrated financing due dates: 24 hours, not including weekends, from ticket filing (configuration and QA due dates also 24 hours)

• Basic onboardings due dates: 24 hours, not including weekends, from the ticket filing (configuration and QA due dates also 24 hour)

• Top Tier customers get priority support and faster SLA times. All requests except documents, are due next business day. /wiki/spaces/CON/pages/688455681is where you can see the prioritized customers.

• If the ticket is concerning a configuration related error that is blocking jobs, the due dates are 24 hours, not including weekends, from ticket filing (configuration and QA due dates also 24 hours)

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• Configuration Workflow/Milestone Requests Q2 2023

• Configuration Installer Requests Q2 2023

• Configuration Incentives Requests Q2 2023

• Configuration Milestone Payment Requests Q2 2023

• Configuration Equipment Requests Q2 2023

• Configuration Product Rule Requests Q2 2023

• Configuration Partner/product Onboarding Q2 2023

• Configuration Document Requests Q2 2023

• Installer Configurations - This includes contract changes, product changes, general updates to the existing user accounts

• Installer Onboardings - The onboarding tickets

• Public Data Configurations - These tickets are for adding in the information we don't currently have offered on the platform, specifically products and equipment

• Internal - Tickets for the internal purposes of Sighten

• Benji/ Renovate

• BrightOak Configurations

• Dividend Configurations

• Mosaic Configurations

• Loanpal Configurations

• Renew Financial Configurations

• Sunlight Configurations

• SolKraft/HeartBeat

• Stable Solar Configurations

• Swell Configurations

• PACEFunding Configurations

• Green Think Energy (GTE) Configurations

Linked Issues -

It is imperative for the CS ticket to be linked to its related SS ticket. You can mention the SS ticket in the comments to automatically link it, or you can add the link manually. This is used when there is a relationship between tickets. Either one is caused or blocked by the other one. The linked issues field sets the relationship and the Issue field sets the ticket to which the current ticket is related.

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