When Support receives a request to cancel an account, follow this process. 

Note:  The request could come directly from the installer - or it will come from an EverBright employee or shared mail such as David Ellis (onboarding@goeverbright.com) or James and Joe (Sales/Account management).

Update the SS ticket:

• Change Request Type to "Account Management".

• Add the Account Manager, allsales@goeverbright.com and annelouise as Request Participants.

• Make sure the org's name is filled in

• If the request came from the customer -

  • Hello,

    Thank you for reaching out and we are sorry to see you go.  We wish you all the best in your future endeavors!

    Have a great day!

    Regards,

    (Your Name)

• If the request came from an internal party -

  • No need to send a reply and do not add customer contact information on the ticket

Create a linked CS ticket:

• Project - Customer Success (CS)

• Issue Type - task

• Description - "Account Cancellation"

• Before clicking Create, scroll to the bottom of the Create linked issue page and select Copy attachments

• Update the Organization

• Assign to Elenito Garcia Jr. or Nenad Tasic

• Change Status to "Waiting for Configuration"

• Notify Elenito Garcia Jr. or Nenad Tasic via Slack of a cancellation request, send a link to the ticket

• Search the Jira ticket queue and close all open support tickets for the organization that is being cancelled