CS tickets

1. Open up the CS Board and click on the the + icon in the top left corner (or press (c))

2. Fill the appropriate fields

Project -

Customer Success

Issue Type -

Doc - This should be selected for all document requests
Onboarding - This should be selected for all onboarding requests
Config Finance - This should be selected for all configured financing
Resolution - This should be used to file a ticket where a configuration error is being resolved
Task - This is the default and should be selected when the request does not fit into the above

Summary -

When creating CS tickets in general, try to include a clear action/configuration that is needed in the summary. It is also important to include the Finance Product (EverOwn, EverFix Direct Pay, etc.) that is being configured or is causing an issue.

1. If a ticket is created from an email request (external or internal customers), please use the email subject as the ticket summary formatted as:

Org name - Email subject

EverBright - Email subject

2. If a ticket is not created from an email request:

Examples:

Installer requests, this should be formatted as: Org_name - Configuration that should be complete. An example of this is “Sighten Solar - Add Service Finance Products”.
Customer is receiving an error code, this should be formatted as Org name - Error code

Component -

Enter the customer name. If not yet in the database, enter Other and it will be added later.

Due Date -

The SLA from receiving a task to completion is 3 days/72 hours from ticket filing, not including weekends

Configuration due date: 24 hours from creation of the ticket, not including weekends
QA due date: 48 hours from the creation of the ticket, not including weekends

There are a few exceptions:

Basic onboardings due dates: 24 hours, not including weekends, from the ticket filing (configuration and QA due dates also 24 hour)
Top Tier customers get priority support and faster SLA times. All requests except documents, are due next business day. /wiki/spaces/CON/pages/688455681 is where you can see the prioritized customers.
If the ticket is concerning a configuration related error that is blocking jobs, the due dates are 24 hours, not including weekends, from ticket filing (configuration and QA due dates also 24 hours)