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.
Here are other tickets that should be categorized under General Inquiry, as well as how they should be handled:
Joe Kelly should be tagged in all sales inquiries from potential customers This includes current users who are not direct Sighten customers. Direct Sighten customer can be looked up hereShould you receive inquiries regarding potential EverBright customers, reach out to the sales development team via sales@goeverbright.com or the rev channel on Slack.
For incoming tickets regarding a potential customer, add sales@goeverbright.com as a request participant and send an external message to the customer letting them know that you’ve notified sales and that they will be in touch.
General Training questions. These should be answered by support and training materials should be given . alternatively, they can sign up for training here.