Common responses to customers are now automated in Jira - right panel of the SS ticket in the "canned response" field. The issue responses below are available through automation - as soon as you select the option, the email will be sent to the customer and the workflow will change to "waiting on customer." Other responses must still be manually sent - they're listed at the bottom of this page.
SS ticket field “Canned Responses” Automation
Selection options:
- Onboard: Doc ready to test - first email - Select this choice when the customer requested to review their document changes on Onboard and Config completed the request
- Onboard: Doc ready to test - second email - Select this choice when the customer hasn’t responded to the first request to review on onboard.
- User log in issue - deactivated account - Select when a user can’t log in, but you determined that their organization is no longer active due to non-pay.
- Requested equipment added to database - Select when customer requested equipment added to our database and now needs instructions on how to update their account.
- Non-responsive ticket - Select when you want to close a ticket because you haven’t heard from the customer for two days. If waiting on a typeform, slack their account manager.
- Integrated Fin - Dividend (or YGrene or Mosaic) - Select when the customer’s integration is complete with the selected financier - a welcome email will be sent with instructions on how to access training.
To see what is sent for each of these options - see in this document: https://docs.google.com/document/d/1ExPETBUYBKx4Hlmvx4Usr_Pi8Tfof6WUlSbDWgz7umo/edit?usp=sharing
Manually sent email templates: