Solutions Engineer Ticketing Process (Internal Document)

1. PCs, Support and Implementation team members can open a Solutions ticket in freshworks by sending an email to solutionsengineer@wmtek.com 

1. 1. Required details needed

1. 1. 1. Client name

2. 1. 1. Context of the need for a solution

3. 1. 1. Written goals for desired outcomes

1. 1. 1. 1. Potential outcomes

1. 1. 1. 1. 1. Written Solution to technical problem

1. 1. 1. 1. 1. 1. Business process plan

2. 1. 1. 1. 1. 1. Site Stacker solution plan

3. 1. 1. 1. 1. 1. Data review

4. 1. 1. 1. 1. 1. Implementation scope for client work

2. 1. 1. 1. 1. Meeting with Client or Team member

1. 1. 1. 1. 1. 1. A summary of all previous conversations

2. 1. 1. 1. 1. 1. Agenda is required to be provided to all in the meetings before a meeting will be scheduled

4. 1. 1. Any further documents, URLs, screenshots to identify what the client is trying to accomplish.

2. A written solution will be provided as a response in the Freshworks ticket 

3. Any necessary followup will happen in the ticket

4. Written recap regarding the outcome will be provided by Solutions Engineer

1. 1. Notes

1. 1. 1. No solutions will be delivered if it is not in a ticket

2. 1. 1. All management and coordination of actionable items before and after the engagement with the Solutions Engineer is still the responsibility of the PC, Support or Implementation team member who initiated the engagement

Examples:

• Client is trying to transfer data into a third party system and needs advice on how to get it there

• Client/PC/Implementation would like to meet to discuss how they should

• • Setup user permissions for a team

• • Configure specific dashboard views

• • Report on a specific business goal

• • Achieve a business outcome and the necessary work is unclear

• Implementation team has a new requirement for configuring a dashboard and does not know how they can build the modules

• Client has requested features we do not have and another solution has not been found

• A Client’s Vendor is not willing to provide their data needed for migration

Updated on: 14/04/2026