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 replied to with a standard first reply, then tag and send a message to @Jordan Chriss to alert him of the new lead. He will let you know when contact has been made and then the ticket can be closed. Note: If you follow up with Jordan via Slack to determine status, then please summarize in an internal note on the ticket before closing - this ensures there's a record kept of customer contact.
  3. 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 Samantha Lieberman 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 the 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: This can be done by support as outlined by the process /wiki/spaces/SS/pages/532447263.
      2. Adding or updating SRECs: This can be done by support as outlined by the process /wiki/spaces/SS/pages/532447263.
      3. Adding incentive override: This can be handled by support at the time of request. Instructions here
    2. Equipment: Support will maintain communication on the ticket and make a CS ticket according to the process /wiki/spaces/SS/pages/532447248.
4. Company-specific data change (adding/editing/removing the financial product, product rules, contract template, Channel Partner, etc)
  1. Support will collect all needed documents (sheet for equipment addition, link to the incentive for incentive update, etc) and will attach to ticket
  2. Support will keep ticket and maintain communication on ticket and create the required CS tickets according to the process outlined /wiki/spaces/SS/pages/531791935.
    1. Invite a new downstream org (Channel Partner): Support will create a Task CS ticket.
    2. Small config requests:
      1. Adding incentive override: Support will handle, use SOP
      2. Enabling or disabling features (e.g. Docusign, Cost Buildup features, PV Watts, Project Sunroof, etc): Support will handle, use /wiki/spaces/SS/pages/2388918295
      3. Updating utility degradation percent: Support will handle, use SOP
      4. Other config requests: Support will create tickets and
    3. Non-integrated financing products: Support will maintain communication on the ticket and make a CS ticket according to the process /wiki/spaces/SS/pages/531791935.
    4. De-activate integrated financing: Support will maintain communication on the ticket and make a CS ticket according to the process here.
    5. Installer contracts/documents: Support will maintain communication on the ticket and make a CS ticket according to the process here.
    6. Any non-Tesla Sunlight Financial requests: Support will maintain communication on the ticket and make a CS ticket according to the process /wiki/spaces/SS/pages/532021314.
      1. If the request comes from a Sunlight partner instead of directly from Sunlight, follow this SOP
    7. Any Tesla-related Sunlight Financial configuration requests: Kira Gaza
    8. Any other financier requests (PACEfunding, Renew, etc.): Support will create the partnership on their own according to the process outlined here.
    9. Any non-related financier configuration requests (such as questions on integrated qualification, webhooks, etc.) assign to Bhargav Gor (Unlicensed) and he will answer.
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 the financier.
  2. If request to un-archive customer site, follow /wiki/spaces/SS/pages/1412661
6. Account Management (questions about billing, cancellation, changing subscription level, request for company/team trainings, onboarding status checks, etc)
  1. If cancellation request, follow /wiki/spaces/SS/pages/81002497 (including adding the Account Owner as a Watcher)
  2. If a request to update billing information assign to Sarah Jane Salvatierra . She will send the customer instructions on how to update their billing information. Instructions /wiki/spaces/SS/pages/513867778.
  3. If a customer training request, please respond to the ticket and send them a link to their account manager's calendar to schedule a time. After sending link out, send a follow-up email ensuring appointment has been booked. Account calendar links here.
  4. 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
8. Non-Platform Tickets (trade shows, resumes, trying to sell us something, etc.)
  1. NOTE: If this message seems like it really might need attention, send an internal message to the Support Supervisor for evaluation
  2. Customer Info:
    1. Request Participants: None
    2. Organization: Non-platform Emails
  3. Assignee: yourself
  4. Reporter: Anonymous (Setting this will help reduce further email on this event/item/request)
  5. Request Type: Non-Platform Request
  6. Status
    1. Closed
    2. Won't Do
    3. Non-Platform Request
    4. Other
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)
  1. Review request participant field and remove any Sighten employee and add them as a watcher instead of a participant
3. Ensure "Organization" field is completed
4. Add anyone who should be kept in the loop as a watcher
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