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  1. Regularly monitor JIRA Service Desk queue (all inbound tickets must receive first response within 2 hours; recommend checking every 20 minutes).
  2. When new ticket comes in, change the assignee field to your name:
  3. Investigate ticket to determine request type:
    1. General inquiry (adding new solar equipment, de-archiving project, etc)
      1. Support will handle
    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.  
        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 appropriate Product Manager
    3. Configuration change request (update to private data, upgrade to service, template changes, etc)
      1. Support will collect all needed documents (template documents, spec sheet for equipment addition, link to incentive for incentive update, etc) and will attach to ticket
      2. Support will transfer ticket to appropriate Account Manager/CSS
        1. Account Manager/CSS can be found by navigating to Salesforce Active Customers list.  Account Manager/CSS is listed as owner of the customer record:
    4. Feedback (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
  4. 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)
    3. Add anyone who should be kept in the loop to "Request Participants" field
    4. Update assignee as needed (per step 3)
  5. 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"
  6. Handle ticket based on request type:
    1. General admin request (adding new solar equipment, de-archiving project, etc)
      1. Support will handle
    2. Technical issue (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.  If not, support will document thoroughly and create bug ticket for Prod/Dev
    3. Configuration change request (update to private data, upgrade to service, template changes, etc)
      1. Support will transfer ticket to appropriate Account Manager/CSS
    4. Feedback (enhancement/feature requests, suggestions for improved UI, etc)
      1. Support will document in Aha!
  7. Follow-up with customer regularly.  Follow-up SLA's are found here
  8. 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:
      1. Change status to "resolved"
      2. Update method of resolution
      3. Add comments with details of closure and resolution (internal/external/both as needed)
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