PM Installation Completion

Zendesk ticket created for Customer Onboarding:

Upon completion of the mobile installation process, the Project Management team undertakes a final verification check to ensure all project aspects meet the required standards. Subsequently, they create a new Zendesk ticket dedicated to notifying Customer Success Managers (CSMs) of the completed installation and the need to initiate customer onboarding.

This ticket, generated within the Zendesk system, includes essential details such as customer information, project specifics, and a clear indication of the installation's readiness for onboarding. Once created, the ticket is promptly assigned to the designated CSM responsible for the customer's onboarding, with appropriate priority assigned to ensure timely action.

Finally, upon completion, the ticket is updated with relevant information and documentation, serving as a record of the completed handoff and ensuring future reference.

**Create Customer Onboarding Ticket**

• • 1. • Open Zendesk select +Add for a new ticket

       • In the “⚡Apply macro” field, use the "MIP to Customer OnBoarding" macro 

         1. • This will auto populate the Site Enablement form and the required fields on the left side of the Zendesk ticket

            • Ticket Requestor is updated to the specific Customer of the install and not Pro-Vigil or a Pro-Vigil agent: Yes/No

              1. This is an important step so that Customer Success can communicate with the customer via Zendesk ticket

            • "Site Enablement" form mandatory fields are updated: This is important so the CS ticket can be closed

              1. UNIT#

              2. IP Address

              3. AWS Servers

              4. Number of Camera

            • This will also automate the Internal Note response: Verify the steps below from the information provided by OnBoarding in the MIP

Site Enablement Completed for [SITE NAME] . Please confirm the Camera Views.

[ MIP Ticket ]

• • 1. • 1. • 2. 1. 
                    

                 2. Masking Updated: Yes/No

                 3. Night view Images Updated: Yes/No

                 4. Monitoring Service Verified: Live Yes/No

                 5. Monitoring Hours Verified: Yes/No

                 6. Site plan added: Yes/No

                 7. Lighting Issue: Yes/No

                 8. PDF file attached in SF customer onboarding case: Yes/No

                 9. Default Monitoring service and hours are updated in SF: Yes/No

                 10. Did customer opted that Do not turn on Monitoring until On-board: Yes/No

                 11. Monitoring Hours: [Hours in Salesforce]

                 12. Additional Monitoring Hours: Yes/No

                 13. Camera Views: be provided by OnBoarding in the MIP

[ PDF of Camera views] to be provided by OnBoarding in the MIP

• • 1. • Update Customer Success Ticket: Once the required information is verified and updated in the Zendesk ticket, submit it as "NEW". This will trigger the ticket to be sent to the Site Enablement - Customer Success group for further action.

By following this process, the Project Management team ensures that all necessary steps are completed before handing over the ticket to the Customer Success team for further action.