Processing "EverBright - Product Onboarding" tickets

These customers are existing users of the platform, however new to EverBright Product or Products or States

Important: Support can only process tickets originating from David Ellis' Onboarding team; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process.

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

• The ticket will always have the subject, “EverBright - Product Onboarding”

• The ticket will include the information required to setup the product(s) including:

  • Installer name

  • Installer contact email

  • Installer’s EverBright account manager

2. Update the SS ticket

• Update the ticket’s Organization field to the Installer name, from the form.

• Add the organization’s account manager and David Ellis as a Watcher.

• Reporter should be set to onboarding@goeverbright.com

• Set Request Type to Company-specific Data Change

• Add Request Participants: allsales@goeverbright.com, Alice.Reeve@goeverbright.com, Tim.LoCascio@goeverbright.com, jordana.norring@goeverbright.com, Richard.Dubbs@goeverbright.com

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

• An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.

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)

• Change the Epic to CS Onboarding

• QA assignee - Cherish Sharma

• 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

• When complete - the config team close the CS ticket and the SS ticket will be moved to “waiting for support”

• If any customer communication is needed (for example, not ready to launch in their state, etc.)

  • Tag David Ellis and the AM in an internal comment letting them know that communications are needed

  • Escalate to the AM per SOP

  • Priority: High

5. Support will close the EB Product Onboarding ticket

• Send a “reply to customer” note to let all the request participants know that configuration is complete and the account is ready to launch.

  • These EverBright employees will use this as a trigger for subsequent processes

• Close the ticket (no need to wait 24 hours)