Here are the tools the Support team uses most frequently.
| Tool Name | Use | Link | Login Info | |
|---|---|---|---|---|
| Fullstory | Viewing customer sessions - including past sessions and in near-realtime sessions. | https://app.fullstory.com/login/ | Personal login if you have one assigned to you. If you do not have a personal login, use the shared login in the support folder if you are on the support team or use the shared login in the product folder if you are on the product team. | |
| Sentry | Looking up detailed information on errors | https://sentry.io/ | Personal login if you have one OR "Ninjas" login in Shared-Support Folder | |
| Quail | Daily report on issues that should not come up | https://quail.sighten.io/ | "readonly" login in Shared-Everyone LastPass folder | |
| Genability Dash | Look up utility and savings data on specific sites | https://dash.genability.com/explorer/utilities | Personal login | |
| Genability Explorer | Look up data on specific utilities and utility rates | https://explorer.genability.com/explorer/ | "Mariya" login in Shared-Everyone LastPass folder | |
| Support SQL queries folder | Stored SQL queries that are frequently useful to the Support team | https://drive.google.com/drive/u/0/folders/0B71Zcld3ER3HblZXeTc3RUR0UG8 | Google Drive (request access if you don't have access to this folder) | |
| Olark | Chat - there is a homeowner chat account and an installer chat account | https://chat2.olark.com/ | Personal login | |
| Chat support tags | How to tag chats | https://docs.google.com/spreadsheets/d/1SoJZpqHKIz2LHjXvbb3gzh_ryH4uPrYKEZV_SWbAk3Q/ | Google Drive (request access if you don't have access to this document) | |
| Amazon Services sign-in | Log in to use QuickSite dashboard | https://us-west-2.console.aws.amazon.com/console/home?region=us-west-2 | "Tim" login in Shared-Product LastPass folder | |
| Quicksight Customer Dashboard | AFTER logging in to Amazon above, use to view our current customers, their subscription level, and account manager | https://us-west-2.quicksight.aws.amazon.com/sn/dashboards/d1637d92-48aa-43f4-916f-734059e3d109 | Log in to Amazon Services (see above) | |
| DocuSign - Sunlight | Locating a Sunlight signed or in progress customer contract. | https://account.docusign.com/#/username | U: support@sunlightfinancial.com P: in Lastpass | |
| DocuSign - EverBright Platform (non-EB financing documents) | Locating a signed or in progress customer contract coming from the EverBright platform that are not related to EverBright financing. | https://account.docusign.com/#/username | Personal login | |
| DocuSign - EverBright Finance | Locating a signed or in progress customer contract or M1 document for EverBright jobs with EverBright Financing. | https://account.docusign.com/ | Personal login | |
Django Admin | Allows direct data access and editing, most useful for small config changes. MAKE ALL CHANGES CAREFULLY, TEST FIRST ON STAGING. | https://staging.sighten.io/django_admin/ --for testing https://engine.sighten.io/django_admin/ --for live changes | Log into Engine or Staging as main Sighten Admin | |
| Sales Force | Allows access to contacts within the sales and installer network | https://d61000000arw9eai.my.salesforce.com/?ec=302&startURL=%2Fhome%2Fhome.jsp Please make all dashboards in the Classic View. | Username:Support@goeverbright.com Password: everbright4 Security Question Answer: EverBright | |
| SendGrid | Handles our transactional and marketing emails - useful to troubleshoot why someone isn't receiving expected emails and unblock them | https://app.sendgrid.com/ | Select the link for SSO (single sign on) Enter your slid@fpl.com Will log you in automatically | |
| MiaRec | Records the calls made on the Support Welcome Call line. | http://lcdsa5521/login?came_from=%2Fdashboard | Personal login (i.e. of domain is esint\ or fplnt\) U: domain\SLID P: Your NEE Network password (VDI password if TechM) |