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How to deal with Onboarding tickets?
Albert Basiul avatar
Written by Albert Basiul
Updated over 7 months ago

Description:

Onboarding - process of integrating new Clients into Ruptela devices management systems and providing them with the tools, resources, and knowledge to become successful and productive users.

Clients' onboarding process is held by the Field Application Engineers (FAE) team.

In this article, you will find the procedure of how to deal with Onboarding tickets from the Support side.

Required information:

Client contact information (name, company name, email)

Steps:

1 - If you get a ticket with main words in it: Onboarding process/review and etc., inform about it colleagues from FAE. If there are no technical questions, FAE is responsible for dealing further with this kind of tickets.

2 - Write to Client something similar like this:

Dear Client,

Colleagues from Field Application Engineers (FAE) team will answer you regarding the Onboarding questions privately, so we're closing this ticket from the Support side.

Do not forget to ask customer not to use the Support emails at Onboarding tickets:

We also kindly ask to not put our Support emails into Onboarding related tickets because Onboardings are not our responsibility.

3 - Now, the ticket can be closed, or if any additional information is needed from Client - it should be set to Pending.

Further reading:

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