Customers can submit service requests on our website at the following URL: https://freedomsolarpower.com/service-department
The custom should select the correct form (Residential or Commercial), fill out the fields, and then submit the request.
This form is a ‘HubSpot Form’ which is embedded in the web page. Here is a link to the Residential Form and the Commercial Form in HubSpot, for those that have marketing permissions. When the Form is created, it will create a HubSpot Ticket, which is then routed to a Pipeline in HubSpot that determines how the ticket should be handled. The ticket routing is handled automatically by a HubSpot Workflow.
When a customer submits a request, they will receive an automatically generated email explaining what the next steps are. The email they receive will be dependent on whether they are a 3rd Party or FSP customer, and what Service Category they chose when submitting the form. Each of the different emails can be reviewed here. This email will come from [email protected], and responses to these emails can be monitoring from the Service Inbox in HubSpot.
There are many different Service Ticket Pipelines in HubSpot, and tickets are routed to these Pipelines based on different fields that the customer filled out in their service request. The Pipeline will determine how the ticket is handled - whether the ticket creates a Sunrise Project for example, or whether it is simply assigned to a member of the Customer Care team.
Many new Service requests will get routed to the ‘New Ticket Pipeline’, which you can think of as the Triage department in the Emergency Room. The Service team will look at the ticket description and determine what course of action needs to be taken, and manually route the ticket to the correct Pipeline from there. If the customer selects any of these following options in the Residential Service Form, the ticket will be routed here:
