NOTE: this process if for processing tickets that come in a typform for product updates for specific installers
Important: Support can only process tickets originating from David Ellis' Onboarding team or from James Lee via email support ticket; 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. Product update form (ticket) will be sent directly to Support
The ticket will always have the subject, “EverBright - Pricing Update”
The ticket will include the information including:
Installer name
Installer contact email
Installer’s EverBright account manager
Exception Note - the request may come from James in an email - and not a form. If he does not include customer contact info, don’t include customer email on the tickets.
2. Update the SS ticket
Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager and David Ellis as a request participant.
Set Reporter to onboarding@goeverbright.com
Set Request Type to Company-specific Data Change
Use the Needs Configuration? Automation dropdown to select Integrated Finance
An initial response will be automatically sent, but since customer not copied it won’t be sent to them.
3. Update the CS ticket (created by the automation)
Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)
Add Components (Contractor name)
Change the Epic to EverBright Configurations
Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206
4. Account is configured (by config team)
Configure the product in the account according to the instructions
A note will be automatically sent to those copied on the ticket when complete
5. Support will close the EB Product Update ticket
No need to wait 24 hours - close as soon as config is complete