Purpose

Streamline onboarding process

Overview

• GB - received stage 1 ticket in Freshdesk
• US - received stage 1 ticket in Freshdesk

GB - received stage 1 ticket in Freshdesk

Step 1: Change the 'Type' from Customer ticket to Onboarding Task 

Step 2: Assign ticket to Chris 

Step 3: Select Chris from the MBD dropdown

Step 4: Close ticket

US - received stage 1 ticket in Freshdesk

Step 1: Change the 'Type' from Customer ticket to Onboarding Task 

Step 2: Wait for Cindy to assign MBD (See step 4 if no MBD assigned)

Step 3: Once assigned, close the ticket

Step 4: If Cindy adds a note that sign up has red flags, is an existing GBT customer or another reason that she doesn't want us to proceed, then lock the account and add a note for Cindy: 'Locked and closed ticket'. Sometimes we want to wait if they actually complete stage 2, if so, then add a trigger to re-open the ticket 5 days later. If no stage 2 completion then lock the account and add a note.