The customer emails us stating that they require access to their PING Dashboard. This usually looks something like this: 



The first step would be to ensure we have all the relevant information in order to help set up the dashboard. Thus, we require the following: 


- Full name

- Store number

- FleetID 

- Email address. 


Once we have all the relevant information, we can then forward the request to our development team as they are the ones that will be able to set up the account. In order to do this effectively, we must forward the email to Marcus Walenkamp and include the following information. 



Once this is done, we must add the new user's information to the excel document Ping Agent Users. We should also advise Marcus on teams to ensure the message has been relayed.


Once we receive a reply with confirmation from Marcus, which usually takes up to 48 hours, we can reply to the original email confirming that the account has been created. There is a canned response that can be used which looks like this: 




__________________________________________________________________________________________________________________________________


The customer contacts us explaining that they are having issues with their dashboard. This usually looks something like this: 




The first step, in this case, would be for us to recreate the scenario by logging in ourselves to the dashboard via QuickSight which can be accessed via My App



We need to verify if the dashboard is presenting errors on our end as well. If everything seems to be working properly on our end, we can reply to the customer by using the canned response asking them to perform some troubleshooting steps. If this resolves the issue, then our work is done. If the customer replies to us stating that they are still experiencing issues, we must escalate the matter to Pradeep Vattikuti and CC marcus.walenkamp@arria.com


Escalating to the Development team: 


- Forward the email thread to the appropriate department. During this step, it is important to note that we should not just forward the email. Our email to the internal teams should be fully formed, meaning all the information they need without needing to read the email chain.  The email chain is there in case they wanted to know more, but we should be telling them everything they need to know, and providing screenshots, etc.



Once forwarded, we can put the ticket on "pending internal reply" status. We can expect a response from them within 48 hours, if we do not hear from them, it is crucial to send a follow-up message. 


As we receive a response from the internal team, we can provide updates to the customer as we go.