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Table of Contents
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Customer Support Agents

  • Once the ticket has been located, go to the “Reporter” Field

  • Delete the “internal support email address” from there and add either the Homeowner’s or Installer’s Email address (Depending on your interaction)

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Step

Action

Reference Image

 

1

 

Option 1 - While on a call, Click on either the New button and then select Email 

Option 2 -Hover over the Active Call area on the app and the Email button should appear

 

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2

  •  Select a Skill and click on ‘Create’

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3

 

 

  • Enter the subject line of the email using the following format:

 

Contact Reason – Customer Name - Org

 

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3

 

 

  • Open the quick replies

  • Select Email to Jira

  • Click the template to add it to the email.

 

 

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4

  • Enter the required information using the template

  • Click on the format controls to format the message

  • Once done, click on the “Outbound email to” to go back and send the email

 

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5

  • After filling out all required fields, Click the Send button to complete the email

Once the Email has been sent, the interaction will be handled by the Back Office Team

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7

Disposing the Interaction

STEP

ACTION

SCREENSHOT

 

1

  • After sending the email and updating the Reporter from the ticket, the system will take you back to the wrap up screen.

    • Alternatively, you can click on the “back to home” option.

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2

  • Select the Salesforce contact and the Salesforce Account to clicking on the dropdown of the Name and Relates To picklist fields.

Reminder –Navigate to the Contact and Account records in Salesforce if no options when clicking on those dropdowns.

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For Back Office Members Handling

If you are a back office member and you receive any of these emails; you will be required to modify the Jira Ticket’s reporter

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