Support Ticket Handling Best Practices

Regularly monitor JIRA Service Desk queue (all inbound tickets must receive first response within 2 hours; recommend checking every 20 minutes).
When new ticket comes in, change the assignee field to your name:
Investigate ticket to determine request type:
1. General inquiry (general questions about how to use the software, inquiries from financiers about Sighten status of their new partners, inquiries that don't fit into other categories, etc)
  1. Questions about how to use the platform will be handled by Support
  2. Sales inquiries from potential customers (including current users who are not direct Sighten customers) should be assigned to Joe Kelly (Unlicensed)
  3. Lifestyle contractor welcome emails (an email sent from Lifestyle that is addressed to one of their partner orgs and starts with something like "Welcome to the Lifestyle Energy Financing Program!"): no reply or other action needed, close immediately as General Inquiry with resolution type Other
  4. Contractor confirmation requests (from financiers confirming if an installer is already a Sighten client) will be handled as follows:
    1. SLF: Bogdan Spasic
    2. LEF (Lifestyle): Kira
  5. financier-specific or sales-related inquiries will be handled by Ops per guidelines in "company specific data change" section
2. Technical Support (possible bug)
  1. Support will investigate
  2. If user error, support will provide appropriate training/documentation
  3. If technical issue/bug, support will resolve if possible. See troubleshooting guide here.
    1. If not possible for Support to resolve, Support will document thoroughly and create linked bug ticket for Prod/Dev
    2. Linked bug ticket will include thorough steps to reproduce if possible
    3. Linked bug ticket will include comment pinging appropriate Product Manager if E1 or P1 priority level.
3. Industry-wide data change (adding/editing/removing solar equipment or incentive)
  1. Support will collect all needed documents (sheet for equipment addition, link to incentive for incentive update, etc) and will attach to ticket
  2. Support will transfer ticket to the below and add the Account Owner as a Request Participant(see Support Salesforce Dashboard in Quicksight)
    1. Incentives:
      1. Updating incentives: Kira Gaza
      2. Adding incentive override: Marko Spasic, Vladimir Ivanovic (Unlicensed), or Bogdan Spasic
    2. Equipment: Vladimir Ivanovic (Unlicensed)
4. Company-specific data change (adding/editing/removing financial product, product rules, contract template, etc)
  1. Support will collect all needed documents (sheet for equipment addition, link to incentive for incentive update, etc) and will attach to ticket
  2. Support will transfer ticket to the below add the Account Owner as a Request Participant (see Support Salesforce Dashboard in Quicksight)
    1. Invite a new downstream org: Bogdan Spasic
    2. Small config requests
      1. Adding incentive override: Support will handle
      2. Other config requests: (e.g. enabling/disabling a feature, making minor adjustments to org-specific settings): Marko Spasic
    3. Non-integrated financing products: Bogdan Spasic
    4. De-activate integrated financing: Sighten Admin (Unlicensed)
    5. Installer contracts/documents: Marko Spasic
    6. Any non-Tesla Sunlight Financial requests: Bogdan Spasic
    7. Any Tesla-related Sunlight Financial requests: Kira Gaza
    8. Any other financier requests (Lifestyle, PACEfunding, Renew, etc.): Kira Gaza (NOTE: for requests from Renew to add or remove their products from a contractor, make sure to get Contractor ID from Renew)
5. Project-specific data change (updating data on a specific customer site–generally un-archive request or request to update legal contact info)
  1. If request to update legal contact info, refer to financier.
  2. If request to un-archive customer site, follow Un-archive Request SOP
6. Account Management (questions about billing, cancellation, changing subscription level, request for company/team trainings, onboarding status checks, etc)
  1. If cancellation request, follow Cancellation Request SOP (including adding the Account Owner as a Request Participant)
  2. Otherwise, Support will transfer ticket to appropriate Account Owner
    1. Account Owner can be found by navigating to Support Salesforce Dashboard in Quicksight
7. Feature Requests (enhancement/feature requests, suggestions for improved UI, etc)
  1. Support will document in Aha!
  2. Support will add link to Aha! record as internal comment in ticket
Update ticket:
1. Update "Request Type" field
2. Confirm "Reporter" field is customer contact (may be initially listed as Sighten staff if message was forwarded)
3. Ensure "Organization" field is completed
4. Add anyone who should be kept in the loop to "Request Participants" field
5. Update assignee as needed (per step 3)
Promptly notify customer of next steps by adding comment and clicking "Share with Customer". NOTE: comments will be shared with anyone listed in "Reporter" or "Request Participants" fields
1. If initial note is simply to inform customer that we are looking into it, change status back to "Awaiting Support"
Handle ticket based on request type (per step 3)
Follow-up with customer regularly. Follow-up SLA's are found here
Closing tickets:
1. When:
  1. When customer has confirmed issue is resolved
  2. When Sighten believes issue has been resolved, and we have made at least one attempt to confirm with customer and not received a response after 1 business day
  3. When Sighten is unable to resolve without customer input, and customer has been unresponsive to at least 2 attempts to reach them
  4. When there is an active low-priority dev ticket
2. How–follow steps here