Note: These tickets are for installers NEW to both the platform and to EB products.
Important: Support can only process tickets originating from David Ellis' Onboarding team; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process.
1. Onboarding form (ticket) will be sent directly to Support
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Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager and David Ellis as a Watcher.
Set Reporter to onboarding@goeverbright.com
Set Request Type to Onboarding
Add Request Participants: allsales@goeverbright.com, Alice.Reeve@goeverbright.com, Tim.LoCascio@goeverbright.com, jordana.norring@goeverbright.com, Richard.Dubbs@goeverbright.com, and the organization’s account manager.
Use the Needs Configuration? Automation dropdown to select Integrated Finance
An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.
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Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)
Add Components (Installer name)
Change the Epic to EverBright Configurations CS Onboarding
QA assignee - Cherish Sharma
Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206
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Configure the product in the account according to the instructions
When complete - the config team close the CS ticket
If any customer communication is needed (for example, not ready to launch in their state, etc.)
Tag the Account Manager and David Ellis in an internal comment and follow this SOP to escalate to the ticket to the Account Manager
Priority - High
| Note |
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Customers / Installers are not copied on onboarding tickets |
5. Support will close the EB Onboarding ticket:
Send a “reply to customer” note to let all the request participants know that configuration is complete and the account is ready to launch. Add training@goeverbright.com, and Marko Spasic as request participants
These EverBright employees will use this as a trigger for subsequent processes
Reply to customer:
Hello,
Configuration is complete, and the account is ready to launch. Please coordinate with [account manager] to schedule Onboarding training. [Account manager] please confirm all required documents have been submitted.
Regards,
Close the ticket (no need to wait 24 hours)
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