Escalated to sales
box.Pending
.Account Owner
on Chatter with the
relevant details.
#support_sales_escalation
and always as a courtesy), link them the Chatter message and ask them to
respond there.Account Owner
field to determine who is responsible for the account. If that is incorrect,
escalate it immediately (see point 3(i)
).Account Owner
is unable/unwilling to assist
Account Owner
is not a person
#support_sales_escalation
in addition to a Chatter comment.Pending
.(Pro tip: create a personal ticket view where "Escalated to Sales" = checked, to pull these out into their own queue)
Many of the following workflows advise you to Chatter Sales
. How to do this
is described in the expired license
process.
The following workflows use the Pass to Sales Zendesk macro unless otherwise stated.
ALTERNATIVE PAYMENT METHOD: a customer wishes to pay via method other than credit card
Workflow:
PURCHASE ORDER / QUOTE: a customer wants to pay and has a PO or requires a paper quote or invoice
Workflow:
RESELLER: a reseller or reseller customer wants to make changes to their subscription or follow up on an order
Workflow:
SELF-MANAGED UPGRADE: a self-managed customer wishes to upgrade their subscription to a higher tier and their current subscription is worth more than $1,000
Workflow:
DISCOUNT REQUEST: a customer is seeking a discount and their subscription is above the Starter/Bronze tier
Workflow:
PRODUCT TRANSFER - a customer wishes to transfer from SaaS to Self-managed or vice versa
Workflow: To be confirmed
DOWNGRADE PLAN - a customer wishes to downgrade from their current tier to a differ tier (same product)
Workflow: To be confirmed
DECREASE SEAT COUNT - a customer wishes to renew with less seats in their subscription
Workflow: To be confirmed