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.
Some installers are given priority service - your SS ticket priority field will be automatically set once the organization name is populated; you may need to refresh the ticket to see priority change
These tickets should be completed as soon as possible and take precedence over other tickets.
If the "needs config" field is used to create a linked config ticket, that ticket will also be automatically marked high priority.
Note, if you create a linked ticket manually, you'll need to mark it high priority manually too.
Someone is typically assigned to monitoring the queue and assigning tickets as appropriate - otherwise, we recommend all agents check the Unassigned Queue every 15 mins.
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Most tickets have specific processes you should follow, however below is an overview. |
First update the essential ticket fields:
Fill out the Assignee field with your name. You can do this by clicking on “Assign to me”
Confirm that the "Reporter" field is filled with customer's contact details. (This may initially be listed as @goEverBright if the message was forwarded from a staff person). Note that some ticket types - like EverBright onboarding tickets do not include customer contact info, so always refer to the ticket's SOP for guidance.
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. If a channel partner, use the channel manager's name
If related to EverBright financing, add "EB" to the "label field" on the right
Check the "channel field" and make sure phone, email, or chat is selected - or select multiple channels if you needed to use a combination of channels to resolve the original request
Include the homeowner's phone number as an internal comment for all Outbound and Inbound calls. Example: HO Phone: 555-555-5555
Add anyone who should be kept in the loop as a watcher (eyeball icon at the top right of the ticket)
However, if account managers should be looped in, send them a message on slack or MS Teams. You may find the list of accounts and their managers in SalesForce or the support dashboard in QuickSight
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These are inquiries on billing, cancellation, subscription changes, and requests for company/team trainings, status checks, inquiries about EB, etc).
i. For cancellation requests, follow the /wiki/spaces/SS/pages/81002497. Please make sure to slack the Account Manager as a heads up.An organizations Account Owner can be found on the Support Salesforce Dashboard in Quicksight or in SalesForce.
ii. For requests to update billing information - send instructions on how customers can update their billing information here.
iii. For training requests, or request about joining the platform please have them sign up for time by following this link.
7. Onboarding
These are emails automatically sent to Support to initiate the /wiki/spaces/SS/pages/2408251549 to the platform or/wiki/spaces/SS/pages/2459828319
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Important note about sending messages to customers:
Comments will be shared with anyone listed in "Reporter" or "Request Participants" fields
Any edits you make to your message after hitting 'send' won't be sent to the customer. So be sure to proofread first.
A ticket can be closed when:
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