Billing Notifications/automations/integrations

radist
radist
edited August 2020 in Support Agents

Sticking this here since billing doesn't have a category in the staff forum.

These integrations were brought over from HappyFox, but I don't know if they are still relevant. They currently are based on place holder companies we created, but many customers now have their companies set in freshdesk, and might be getting overridden.

For visibility I put screen shots of the settings for each of these rules in this doc: https://docs.google.com/document/d/1JkmpGl4ds1XQKpdftuEg97bXWZ1KUGhmVbTa3O_bDvo/edit


Basic explanation of each current rule:


Billing - Inbox Split - Customers:

Adds "Billing: Customer" tag to anything that isnt sent by someone labeled employees or bots in the company field

Billing - Inbox Split - Notifications:

Adds "Billing notification" if the ticket has Vanilla- Bots or Billing Bots as a company name, UNLESS it is tagged Billing P3: CC System

Billing - Inbox Split - Setup

Adds "Billing - Setup" if the sender is has Vanilla - Sales or Vanilla - Success Managers in the company field

Billing - Inbox Split - Billing System

Adds "Billing: System" If the sender email is "accounts@vanillaforums.com" and the subject of the email contains "Nightly billing Summary" OR "delinquent invoice"


My main concern from the meeting is that these labels might not mean much to the billing team, and that support does not fully understand how they are used. When Sussan returns, it would be wonderful if the billing team could:

  • Discuss these automations and see of they are all currently useful.
  • List any new automation now that we've been in freshdesk for a while, what would help you in your work day?
  • Consider if any of these notifications would work well in a slack channel
  • Consider appropriate SLAs for the billing inbox that I can set.


For support, We'd like to make a label that will give more visibility to tickets we are escalating, particularly if the client says its their second attempt at contact. Once you guys have had time to discuss, we can collaborate on the set up!


Thanks,

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