SOP: Customer Upload Documentation
Where to have customers share sensitive files related to support tickets
Aura houses a private "Customer Documentation" folder within the Customer Support Teams channel for sensitive customer information. This ensures that the files saved within can only be accessed by relevant Aura staff and the customer themselves, once permissions are enabled. Please note that if accessing the Aura Customer Support master folder via SharePoint, the Customer Upload folder won't be visible. It can only be initially found in the Teams lefthand channel dropdown.
If a customer needs to provide additional information related to a support ticket, please first check here if a folder has already been created for them. Please create one if it does not already exist.
To share access with the customer, please click on the "Share" icon next to the folder name and add the emails for those you'd like access, making sure permissions are set to "edit." Please do not share access to the entire "Customer Upload Documentation" folder or its parent folder, "Customer Documentation."