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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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 ManagerSet the ticket priority to ‘High’
Priority - High
| Note |
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Customers / Installers are not copied on onboarding tickets |
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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)