Background:
The EverBright platform allows users with administrative access to submit a Channel Partner Form (https://eu.jotform.com/build/220683651272354) to add new channel partners. The request is submitted via JotForm, and a Software Support ticket is created.
...
Click on the create button on the task bar:
Project: Customer Success
Issue Type: Task
Assignee: Follow this SOP /wiki/spaces/SS/pages/2768011447
QA Assignee: Cherish Sharma
Epic Link: Configuration Partner/Product Onboarding
Priority: High
Summary: Copy the title from the SS ticket “A New Channel Partner Request for [Org]”
Description: Paste the Jotform table from your clipboard
| Note |
|---|
Be sure to include any attachments that you receive from the customer. |
Link the CS ticket to your existing ticket:
select ‘is caused by’ from the dropdown list
locate and select the original SS ticket in the ‘Select Issue’ dropdown
...
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,
Resolution- Done
Platform Area - Configuration
Resolution Type - Resolved - New Configuration Complete
...