Email Templates for Common Requests (Canned Responses)

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 after 3 business days.
• Onboard Reset - Release tonight - Select this choice the morning of a release for customers when we are already pending their feedback on a change in Onboard (currently Monday)
• 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log in issue - deactivated account - Select when a user can’t log in, but you determined that their organization is no longer active due to non-pay.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.
• Change request - Need a typeform instead - Select this when a customer requests changes to their account via email rather than submitting a typeform
• Form received - closing duplicate ticket - Use we have requested a customer to send their account changes in via typeform and then receive it, use this email to communicate closing the duplicate ticket
• Need Org Admin permission (Installer)- Use when we receive a request to make an org-specific change from someone who does not have Org Admin permissions (Can Edit and Manage Settings). 
• Need Org Admin permission (Channel Manager)  Use when we receive a request to make an org-specific change from someone who does not have Org Admin permissions (Can Edit and Manage Settings). 
• Response to training request (New User) Use when a relatively new user is looking for training or support on use of the platform.
• 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:

• Account Cancellation Requests