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Homeowner Tickets

If there is no ticket history for the homeowner

If the ticket is an email or phone call from the homeowner

  1. Transfer the ticket to the PTO project if in the EBH or SS projects
    a. Use this SOP if needed: Moving a Ticket to a Different Project in Jira

  2. Change the title of the ticket to:
    Homeowner Concern Received – [Insert homeowner name] – [Insert installer name]

  3. Enter description as:
    Homeowner: [Insert homeowner name]
    Address: [Insert address]
    Concern: [Provide a brief summary of the homeowner’s concern – DO NOT copy and paste any info from other tickets into this summary]

  4. Add the “PTO” label

  5. Add the “PTO/M3 delay” request type

  6. Add the installer to the customer info section
    a. In the PTO project it will have an _ where any space would be (i.e., Top Electric = Top_Electric)
    i. If no installer name populates add the installer via the “Customers” section in the PTO project – make sure to use the naming convention mentioned in the above example

  7. Add an internal comment with the following information:
    Homeowner Name: [Insert homeowner name] ([Insert homeowner email – from contract phase])
    Address: [Insert address]
    Job Link: copy/paste the URL link from the job in engine
    Installer: [Insert installer name – from contract phase, document break-down section]
    Installer Rep: [Insert contractor’s first name from contract phase] ([Insert the contractor’s email])
    Notes: M1 approve on [insert date]. M2 approved on [insert date]. M3 not started - OR M3 approved on [insert date].

  8. Add the homeowner’s email from the above info section as the reporter

  9. Send an initial reply to the homeowner using the following formats:
    a. If the homeowner is within 60 days:

“Hello [Insert homeowner name]

EverBright homeowner support has received your concern regarding your project.

Upon retrieving your job’s details, it appears that your system is currently awaiting the permission to operate (PTO) letter from your utility. This letter is required in order to activate your system without incurring fees/fines from your utility. Your installer, [insert installer name], is responsible for submitting the application for the PTO letter with your utility.

EverBright provides a 60-day period from the time your system is fully installed to when your first payment is due. This 60-day period allows your installer the necessary time to submit the application for the PTO letter with your utility and undergo any inspections needed before your first payment is due. Our records indicate your system was fully installed as of [Month of M2 year of M2]. Your first payment will be due in [month 60 days from M2 month].

We will reach out to your installer on your behalf and instruct them to contact you to address any questions/concerns.

Thank you,
[Your name]”

b. If the homeowner is past 60 days:

“Hello [Insert homeowner name]

EverBright homeowner support has received your concern regarding your project.

Upon retrieving your job’s details, it appears that your system is currently awaiting the permission to operate (PTO) letter from your utility. This letter is required in order to activate your system without incurring fees/fines from your utility. Your installer, [insert installer name], is responsible for submitting the application for the PTO letter with your utility.

EverBright provides a 60-day period from the time your system is fully installed to when your first payment is due. This 60-day period allows your installer the necessary time to submit the application for the PTO letter with your utility and undergo any inspections needed before your first payment is due. Our records indicate your system was fully installed as of [Month of M2 year of M2].

It appears that the acquisition of the PTO letter is delayed past the 60-day period EverBright provides. Due to your installer [insert installer name], being in charge of PTO acquisition, we at EverBright do not have the ability to provide an explanation for the delay. We will reach out to your installer on your behalf and instruct them to contact you to address any questions/concerns and provide an explanation for the delay.

Thank you,
[Your name]”

If the ticket is a HubSpot email from the homeowner

  1. Add the “PTO” label.

  2. Add the “PTO/M3 delay” request type.

  3. Add the installer to the customer info section

  4. Add an internal comment with the following information:
    Homeowner Name: [Insert homeowner name] ([Insert homeowner email – from contract phase])
    Address: [Insert address]
    Job Link: copy/paste URL link from the job in engine
    Installer: [Insert installer name – from contract phase, document break-down section]
    Installer Rep: [Insert contractor’s first name from contract phase] ([Insert the contractor’s email])
    Notes: M1 approve on [insert date]. M2 approved on [insert date]. M3 not started - OR M3 approved on [insert date].

  5. Close hubspot ticket as Done -> Other -> Operations.

  6. Create a linked ticket (using the “relates to” option) which will become the homeowner communications ticket and follow the steps for the first scenario above for processing the ticket and communicating with the homeowner.

If the job can’t be found in engine with the information provided in the homeowner message and email is provided:
a. Create a linked ticket and use the email provided in the Hubspot ticket as the reporter.
b. Send a reply asking for the name and address of the job.
c. Once information is given and the job is found in engine, follow the steps for the first scenario above treating the ticket created in step (b) as the homeowner communications ticket.

If the ticket is from Account Servicing or Omnidian

  1. Add the “PTO” label.

  2. Add the “PTO/M3 delay” request type.

  3. Add the installer to the customer info section

  4. Add an internal comment with the following information:
    Homeowner Name: [Insert homeowner name] ([Insert homeowner email – from contract phase])
    Address: [Insert address]
    Job Link: copy/paste URL link from job in engine
    Installer: [Insert installer name – from contract phase, document break-down section]
    Installer Rep: [Insert contractor’s first name from contract phase] ([Insert the contractor’s email])
    Notes: M1 approve on [insert date]. M2 approved on [insert date]. M3 not started - OR M3 approved on [insert date].

  5. If you are able to locate the job with the information provided, send a reply using the following format:

“Hello

Thank you for providing this information to EverBright homeowner support. We will contact the homeowner to coordinate communications between them and their installer to address their concerns.

We will close this ticket now. Thank you.

[Your name]”

  1. If you can’t locate the job with the information provided, send a reply asking for the name, phone number/email, and address of the individual they spoke with.
    a. If GA cannot provide any information to help locate the job, send a reply stating that we were not able to find the job in our system with the information provided and therefore cannot process the request. Wait 24 hours to see if GA/Omnidian replies, then close (don’t do step 8).

  2. Close GA/Omnidian ticket as Done -> Other -> Operations.

  3. Create a linked ticket (using the “relates to” option) which will become the homeowner communications ticket and follow the steps for the first scenario above for processing the ticket and communicating with the homeowner.

If there is open/active ticket history for the homeowner

If the ticket is an email or phone call from the homeowner

  1. Link to open active homeowner communications ticket using the “duplicates” option.

  2. Add “PTO” label.

  3. Add “PTO/M3 delay” request type.

  4. Add the installer to the customer info section.

  5. Copy and paste any new information provided as an internal comment in the open/active linked ticket.

  6. Change the reporter to Anonymous.

  7. Close the ticket as Duplicate -> Duplicate -> Operations.

  8. Reply to the homeowner in open active homeowner communications ticket stating that we received their new concern and will inform the installer of this concern and have them contact the homeowner as soon as possible to provide an update.

  9. Reply to the installer in the open active installer communications ticket stating that the homeowner reached out once again with a new concern and needs to be contacted to have any concerns/questions answered and an update provided.

If the ticket is a HubSpot email from the homeowner

  1. Link to open active homeowner communications ticket using the “relates to” option.

  1. Add the “PTO” label.

  1. Add the “PTO/M3 delay” request type.

  1. Add the installer to the customer info section.

  1. Copy and paste any new information provided as an internal comment in the open/active linked ticket.

  1. Close hubspot ticket as Done -> Other -> Operations.

  1. Reply to the homeowner in the open active homeowner communications ticket stating that we received their new concern and will inform the installer of this concern and have them contact the homeowner as soon as possible to provide an update.

  1. Reply to the installer in the open active installer communications ticket stating that the homeowner reached out once again with a new concern and needs to be contacted to have any concerns/questions answered and an update provided.

If the ticket is from Account Servicing or Omnidian

  1. Link to open active homeowner communications ticket using the “relates to” option.

  2. Add the “PTO” label.

  3. Add the “PTO/M3 delay” request type.

  4. Add the installer to the customer info section.

  5. Copy and paste any new information provided as an internal comment in the open/active linked ticket.

  6. Reply in the GA/Omnidian ticket:

“Hello

Thank you for providing this information to EverBright homeowner support. We will contact the homeowner to coordinate communications between them and their installer to address their concerns.

We will close this ticket now. Thank you.

[Your name]”

  1. Close GA/Omnidian ticket as Done -> Other -> Operations.

  2. Reply to homeowner in open active homeowner communications ticket stating that we received their new concern and will inform the installer of this concern and have them contact the homeowner as soon as possible to provide an update.

  3. Reply to the installer in the open active installer communications ticket stating that the homeowner reached out once again with a new concern and needs to be contacted to have any concerns/questions answered and an update provided.

Installer Tickets

**No installer tickets created for Stronger Electric/Blue Hammer or Shield Energy/LA Solar/Top Electric. Ping Jessie in the homeowner ticket for these installers.**

If there is no ticket history for the homeowner

For the installer ticket

  1. From the open/active homeowner communications ticket, create a linked ticket using the “is caused by” option.

  2. Change the title of the ticket to:
    Homeowner Concern – [Insert installer name] – [Insert homeowner name]

  3. Enter description as:
    Homeowner: [Insert homeowner name]
    Address: [Insert address]
    Concern: [Provide a brief summary of the homeowner’s concern – DO NOT copy and paste any info from other tickets into this summary]

  4. Create the ticket.

  5. Open up the ticket you just created.

  6. Add the “PTO” label.

  7. Add the “PTO/M3 delay” request type.

  8. Add the installer to the customer info section
    a. In the PTO project it will have an _ where any space would be (i.e., Top Electric = Top_Electric)
    i. If no installer name populates add the installer via the “Customers” section in the PTO project – make sure to use the naming convention mentioned in the above example

  9. Add an internal comment with the following information:
    Homeowner Name: [Insert homeowner name] ([Insert homeowner email – from contract phase])
    Address: [Insert address]
    Job Link: copy/paste URL link from the job in engine
    Installer: [Insert installer name – from contract phase, document break-down section]
    Installer Rep: [Insert contractor’s first name from contract phase] ([Insert the contractor’s email])
    Notes: M1 approve on [insert date]. M2 approved on [insert date]. M3 not started - OR M3 approved on [insert date].

  10. Add the installer rep’s email from the above info section as the reporter.

  11. Send an initial reply to the installer using the following format. Tailor the format to include the homeowner’s concern.
    a. If the homeowner is within 60 days:

“Hello [Insert rep’s name],

Homeowner [insert homeowner’s name] reached out to EverBright homeowner support with a concern regarding [insert homeowner’s concern here]. Please reach out to the homeowner to answer any questions/concerns and provide an update on the next steps for their project.

Thanks,
[Your name]”

b. If the homeowner is past 60 days:

“Hello [Insert rep’s name],

Homeowner [insert homeowner’s name] reached out to EverBright homeowner support with a concern regarding [insert homeowner’s concern here]. The homeowner is now past their 60-day period and are paying both their utility bill and their EverBright bill. Please reach out to the homeowner to answer any questions/concerns and provide an explanation for the delay in activation.

Thanks,
[Your name]”

For any extraneous installer tickets

  1. Link to open active installer communications ticket using the “duplicates” option.

  2. Add “PTO” label.

  3. Add “PTO/M3 delay” request type.

  4. Add the installer to the customer info section.

  5. Change the reporter to Anonymous.

  6. Close the ticket as Duplicate -> Duplicate -> Operations.

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