Logging upsells.
If you don't log it, you don't get credited for it. Follow the walkthrough below every time you spot an upsell opportunity on a client.
How to log an upsell
The process, written out
- 01
Start from the client's view in Athena
Open the client you want to log the upsell against.
- 02
Open their ticket
Go into the client's ticket and let it fully load before doing anything else.
- 03
Click “Log upsell”
Once loaded, open pretty much any message in the ticket and click Log upsell.
- 04
Add the reason
Write why you think they're a good upsell candidate. This field must be filled out before you can submit.
- 05
Add your name
Put your own name on the log — this is what credits the upsell to you.
- 06
Select your department
Choose the department you're coming in from — for us that's Account Managers.
- 07
Submit
Submit the form and the upsell is logged and credited to you.
Reminder: the reason field and your name are what tie the upsell back to you. An incomplete form can't be submitted, and an unlogged upsell can't be credited.