Processing EverBright Integration & New Partner Requests

Please note: This is a draft document. The strikethrough text indicates material not yet created.

This procedure is appropriate for Support Agents.

Requests to enable EverBright’s integrated products and partners will come directly to Support!  Below are the steps.

Prior to support getting a ticket - here’s what happens:

• Customer applies to EverBright via the application here: EverBright link

• After EverBright approves the request, an SS ticket will be created automatically and sent to support.

  • Note: If a customer says they’ve applied but a ticket hasn’t been generated, check the financier onboarding sheet to confirm

• Look in the second tab > Column B for account name and status in Column L

1. Onboarding form (ticket) will be sent directly to Support

• The ticket will always have the subject, “Re: EverBright Partner Onboarding”

• The ticket will include the information required to setup the partnership including:

  • Contractor name

  • Contractor contact email

2. Update the SS ticket

• Update the Organizations to the Contractor name, from the form.

• Add the organization’s Sighten account manager as a Watcher.

• Set Reporter to onboarding@goeverbright.com

• Set Request Type to Company-specific Data Change

• Use the Needs Configuration? automation dropdown to select Integrated Finance

• An initial response will be automatically sent to the customer

3. Update the CS ticket (created by the automation)

• Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)

• Add Components (Contractor name)

• Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206
  

4. Account is configured (by config team)

• Configure the product in the account according to the instructions here. 

5. Once CS ticket is completed, Jira automation will:

• Send the customer an email providing info on how to use the product and how to set up training (see email below)

• Create a KNOW ticket, assigned to Tucker, to send a training email through hubspot to active users in the organization

6. Support will close the SS ticket

• A “Welcome“ email (see below) was sent to the customer by the automation.

• Add an internal comment to James and David Ellis that it's complete.

• Close the ticket.

Welcome email: