Tickets are investigated carefully so they can be handled in the best and most efficient way possible. Here’s how it’s done:
Regularly monitor the JIRA Service Desk queue to make sure all SLAs are met.
- All New and Unassigned tickets must be given a first response within 2 hours. We recommend checking the Unassigned Queue every 20 mins. For reference, you may check all SLAs for various Ticket Status here.
When a new ticket comes in, update the necessary ticket fields. Here are some guidelines:
- Fill out the Assignee field with your name. You can do this by clicking on “Assign to me”
- Confirm that the "Reporter" field is field out with customer's contact details. (This may initially be listed as Sighten staff if the message was forwarded).
- Make sure that the Request Participant field has no Sighten employees. If there are any, please remove them from the Request Participant list and make sure that they’re added on the Watchers list instead. This is important, as these people from our team may miss important updates on the ticket's progress if they're not added on the Watchers list.
- Ensure that the "Organization" field is filled out accordingly. In case the Organization can’t be entered, please go to Customers tab on JIRA and search for the Organization to find the right name, or add it if it isn’t added yet.
- Add anyone who should be kept in the loop as a watcher. This includes Account Managers. You may find the list of accounts and their managers here.
- Update the Assignee as needed. Sometimes Assignees need to be reassigned after sending out a reply.
Determine the Request type. There are several request types. We've listed guidelines for categorizing request types below.
- Investigate the ticket to determine the request type. To do so, check the subject and description of the ticket. Review any included screenshots and forwarded correspondence to have a better grasp of the root cause. Categorizing the ticket correctly will help ensure that it can be resolved in the best and quickest way possible.
- Here are the 7 request types:
General Inquiry
- This covers all questions about software navigation, features, usage, financier’s inquiries about the Sighten status of their new partners, as well as all other inquiries that don’t fit into other categories. As a rule of thumb, if a ticket is yet to be categorized; meaning, if the request is vague or does not fall under any of the request types, it may first be categorized under General Inquiry. This can then be updated later on. More information and examples of General Inquiry tickets can be found here.
/wiki/spaces/SS/pages/694026241
These are tickets with concerns that imply that the software is not working as it should or there is a question on a technical request, like how to properly format an API request. Support’s key role is to rule out the possible root cause, and ensure that the issue is not a byproduct of a user-error, or a browser-related, or hardware-related issue, before forwarding the concern to dev.More information and example of Technical Support tickets and examples can be found /wiki/spaces/SS/pages/694026241.
Industry-wide data change
- These are data change requests that affect all businesses in the platform. Examples include adding, editing, or removing solar equipment, equipment manufacturers, and incentives.
Here’s how tickets requesting to add, edit, or remove incentives should be handled:
Send a reply to the customer to let them know we received their request and are now working on it. Then, create a CS ticket for the configuration team. Keep in touch with the customer for any follow ups or additional information needed, and with the configuration team for updates. SS ticket will be ready to close once CS ticket is placed in UAT status.
Here are two other specific industry-wide data change requests, and how they should be handled:
i. Adding or updating SRECs. This can be done by Support as outlined by the process here.
ii. Adding Equipment. Support will maintain communication on the ticket and create a CS ticket according to the process here. - Company-specific data change
These are data change requests that only affect the reporter’s organization. This includes adding, editing, or removing a financial product, product rules, contract templates, etc).
Here’s how company-specific data change requests should be handled:
i. Support will collect all the needed documents (sheet for equipment addition, link to the incentive for an incentive update, etc) and will attach to the ticket
ii. Support will maintain communication on SS ticket and create other required tickets as outlined here. Here are how some specific types of company-specific data change requests are handled:
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