Page Comparison

Installer (Support) - Submitting Ideas

1. Go to project: Ideas

2. Search using several key words to ensure idea does not exist already

   1. If it does exist, add a comment with details from the requester: additional context, reporter, organization. Link the support ticket to the idea.

   2. If it does not exist, click “Create” and follow below steps.

3. Complete details within the ticket

   1. Description

      1. 1 sentence to 2 paragraphs explanation of the idea. If you cannot provide this, please follow up with the customer in a support ticket. But honestly, please include as much information as possible here.

      2. Requesting Customer(s) by individual and organization

   2. (Partner) Priority: Please add what you think is the priority based on communication with the partner

      1. HIGHEST is "system cannot be used without it by a majority of installers" OR “we are at risk of losing an installer”

      2. MEDIUM is “the installer will benefit from this enhancement, but the installer can live without it” and 5 is "I think we can live without this for a while but we should consider in the future"

      3. LOWEST is “we provided a workaround and the installer is happy, but here is an idea on how we can make it better in the long run”

   3. Component

      1. Select at least one component (reach out to Tim Marchese if it doesn’t fit or you have questions)

   4. Label:

      1. add label: Installer for any requests that came directly from a partner

      2. add label: customer_success for any ideas specific to the support team

4. Link support ticket to the idea

5. Once the idea ticket has been generated, respond to the customer in the original ticket to let them know that the idea has been submitted and close the ticket

Internal Business Units - Submitting Ideas

1. Go to project: Ideas

2. Search using several key words to ensure idea does not exist already

   1. If it does exist, add a comment with details: additional context, stakeholders, needs, etc.

   2. If it does not exist, click “Create” and follow below steps.

3. Complete details within the ticket

   1. Description

      1. 1 sentence to 2 paragraphs explanation of the idea. Please include as much information as possible here. Expect this ticket to have a running thread between you, any stakeholders identified, and the technology team to ensure complete requirements.

   2. Priority: Please add what you think is the priority based on communication with the partner. The goal is to maintain a list of 6 top enhancement requests (that fall outside out current roadmap or need to be prioritized ahead of the full project).

      1. HIGHEST is this is our BUs top priority

      2. HIGH is this is our BUs next 5 priorities

      3. MEDIUM is other ideas that our BUs will benefit from

   3. Component

      1. Select at least one component (reach out to Tim Marchese if it doesn’t fit or you have questions) - these components map to specific parts of the application (reporting, project phase, operations phase, etc.)

   4. Label:

      1. add label for the impacted BUs. Please enter from the list (happy to change if requested):

         1. Deal_Processing

         2. Finance

         3. Sales

         4. Marketing

         5. Customer_Success

         6. Operations

         7. Engineering

         8. Product

         9. Compliance

         10. Dashboards

4. Link support ticket to the idea

5. Once the idea ticket has been generated, respond in the SS ticket to the customer with the idea ticket # and close