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RevOps Licensing Guide
Instructions:
Let the requesting party, commonly the account manager, complete the Omni form - https://forms.office.com/e/JuYXRawVtz. Completing the form will trigger a Zendesk ticket, the requester being RevOps.
Create the license based on the information provided on the ticket. Send the license to the named contact person in the ticket.
- Use the Zendesk Side Conversation to send the license to the named contacts, refer to the ticket fields:
- Request Information
- SK Contact Email
- Sending the license via Side Conversation will update the ticket, showing proof that the license has been sent to the named contact.
- If license creation was initiated by clients requesting for license, usually license renewal, ask for the account manager to approve the request by filling out the Omni form, which will then initiate a ticket from RevOps. In this case, you now have 2 tickets: 1 from RevOps and 1 from the client, what you must do here next are the following:
- DO NOT merge both tickets into one; there is sensitive data in the RevOps ticket that need not be shown to external users.
- Send the license via the client-initiated ticket.
- If the contact person is different from the requester, copy-furnish the assigned contact person in the CC field.
- Finally, update the RevOps ticket, stating that the license processing is completed, and add the client’s ticket URL (where the license was provided) in the comments.
How to send a license via side conversation:
To your ticket just click the Side Conversation
Supply the SK Contact Email information in the To field.
The Subject field should state what the license is for and for which organization,
The Send a message must have the license’s details such as the following but not limited to a validity period, entitlement, and host information.
Hitting the Send button thereafter will produce a similar output below:
