In order to ensure that we have all of the context of the customer’s experience with us in Sunrise, we can now track remote tickets as projects in Sunrise! The following categories of remote tickets are currently supported:
You can see the full task flow here in this Miro Board!
In order to create a truck roll project in Sunrise, move a ticket in the Remote Pipeline to the ‘Sunrise’ status. This will kick off the integration that will create a service project for this ticket.
The first step in closing a remote ticket is research. The first task in the Sunrise Remote Ticket flow is also… Research! As you research the ticket, feel free to leave comments in the pulse to let everyone know what the customer’s issue is. Then, if you have identified the reason for the issue, you can assign one of the Remote Issue Types in the Research task to generate any additional tasks needed to close the project.
If you selected Partner Troubleshooting during the research phase, a single task will populate in the ‘Partner Troubleshooting’ task group called ‘Partner Troubleshooting Complete’. This can be checked off once the troubleshooting issue has been resolved.
If you selected Quote Required during the research phase, a single task will populate in the ‘Quote Required’ task group called ‘Quote Sent’. This can be checked off once the quote has been sent to the customer. If the customer accepts the quote, then the user can proceed with the remaining Customer Paid Service tasks by marked the ‘Is Customer Paid Service’ field to Yes under Details > Scope.
