Onboarding
      Back to home
      1. Internal RG Wiki
      2. Internal Documents
      3. Onboarding

      Returning Client Website Unarchival Process

      Tables can't be imported directly. Please insert an image of your table which can be found here.

      Topics discussed in this article:

      Step 1: Check Unarchival Request 

      Check Slack channel #site_unarchival to ensure the client’s salesperson made an unarchival request. 

      The request should detail what exactly needs to be unarchived and if anything needs to be changed (contact info/domain-wise) for the client.

      Example: The salesperson may say “remove the 1 from the domain” - this typically suggests the OLD site is using domainname.com and the NEW site was set up as domainname1.com - A domain change DOES NOT need to take place in this event, just continue following the next steps.

      NO REQUEST FOUND: In the event that there is no request for unarchival in Slack, confirm with the salesperson and the client to ensure unarchiving a site is necessary/desired by the client.

      Back to top

       

      Step 2: Open Site Order

      Pull up the client’s MOST RECENT site order by searching Zendesk using the client’s email address.

       

      Step 3: IMPORTANT - Note Billing Summary

      In Zendesk click “Accounts” from Zenchette and take a screenshot or otherwise note the existing billing plan/breakdown for the client.

      When unarchiving a site the client’s newest billing setup can, and typically will be affected. Once the unarchival process is complete the billing should reflect the SAME pricing breakdown that is listed for the client BEFORE the unarchival took place. 

      Back to top

       

      Step 4: Confirm Account Setup

      While in Accounts, also confirm the client’s account setup:

      Both sites listed under “Owned Sites”

      In a typical scenario the client will have two sites listed under “Owned Sites”. One of these should be the new site they were given at sign up (usually something like clientname.com or domainname1.com) - the other should be labeled [DISABLED]. The disabled site is usually the one you are unarchiving. In this case, proceed to step 5.

      Only one site listed under “Owned Sites”

      In some cases the client may have two RG accounts, one under one email address, and another under a separate email address. If you only see one site owned by the client when you open their account, this is usually the reason why.

      To find the client’s second user account with the site you are to unarchive:

        1. Search Zendesk for the client’s original site order (should be older than the one you originally pulled up). 
        2. Once found, note (1) the domain name for the old/existing site AND (2) the email address listed for the client in zenchette.
        3. Head back over to Accounts, click “Users” from the superuser nav bar in the top right and search using the client’s first and last name.
        4. Click into the user that has the email address listed beside it matching the one you noted in step 2 above.
        5. Confirm the site listed under “Owned Sites” is the one you are to unarchive.
        6. Unless otherwise noted (ie. the client wants/needs two separate accounts) it is recommended to merge these users into one account: How to Merge Users

      PLEASE NOTE BEFORE MERGING: 

      Merging users in accounts will pull all associated sites into one account. You will manually select which credit card, email, and name to associate with the resulting single account. 

      The email address associated with a user’s account is the one they use to login - it is important to take special care the client does not lose access to their account because their login email was changed without their knowing.

      CONFIRM WITH CLIENT BEFORE MERGING IF:

        • You are unsure which email address/credit card info the client will want to use for their account (typically the email/cc info provided by the client when they return is what you should pull over). 
        • The domain name(s) do not match that to be unarchived in the unarchival request.
        • Client is a member (not owner) of other RG sites on one account or the other.

      Back to top

       

      Step 5: Disable/Enable CRMs

      In Zendesk click “LM” from Zenchette to open the client’s NEW CRM. 

      1. UNCHECK the “enabled” box and SAVE
      2. Search for the client’s old/existing CRM using the company name (the domain without the domain extension - ie. justdomain NOT justdomain.com)
      3. Open the existing CRM, CHECK the “enabled” box, and SAVE

      Back to top

       

      Step 6: Disable/Enable Sites 

      Head to Sites MCP: https://mcp.realgeeks.com/admin/mcp/site/  

      1. Search for the client’s NEW site domain
      2. Check box next to domain → Action → Disable → Go
      3. Search for the client’s OLD/EXISTING domain
      4. Make sure the site is NOT marked "Approved" if the client does not yet have MLS approval (if it is, check box next to domain → Action → Unapprove → Go)
      5. Check box next to domain → Action → Enable → Go

      In Zendesk click “Accounts” from Zenchette, check to see that the correct sites have been disabled/enabled.

      Back to top

       

      Step 7: Remove Disabled Site

      While in Accounts click on the newly disabled site.

      1. Unassign the client as the site owner by clicking “Unassign Owner”
      2. Assign “siteunarchival@rg.com” as the owner (click “Assign Owner” + add the email)
      3. Click “Returning Client Disabled Sites” > Login as User > “Websites” 
      4. Click “Edit/Add User” next to the site you disabled for the client
      5. Remove the client as a user

      Back in Zendesk click “Accounts” from Zenchette, check to see that the correct site has been removed from the client’s account AND that the correct site is attached to the account.

      IMPORTANT - check that billing summary reflects the correct breakdown (should match what it was before). If the billing DOES NOT match, ping #billing_team to adjust the breakdown to match what it was before you made changes. 

      The client will more than likely need to clear their cache once this process is complete to reset home.rg.com and access the correct links on that page. 

      Back to top

       

      Step 8: Make Note in Site Order

      Make a note in the client’s site order describing the steps taken above. 

      Feel free to copy and paste the note below or create a macro of your own. Just be sure to include the same information as the note below.

      If using the note below be sure to remove any information that DID NOT take place as you were unarchiving the site.

       

      ### Unarchived Site

      Unarchived [client's existing site](SITE_MCP_LINK) "DOMAIN_IN_USE" - this is the site they will be using

      Disabled [new site provided when client returned](SITE_MCP_LINK) "DISABLED_DOMAIN" and removed the site from client's account (reassigned to siteunarchival@rg.com)

      ### Enabled CRM

      Disabled CRM “DISABLED_COMPANY” - Enabled CRM “ENABLED_COMPANY”

      ### Merged RG Accounts

      Merged RG user accounts for client (NAME_ON_ACCOUNT1 - EMAIL_ON_ACCOUNT1) + (NAME_ON_ACCOUNT2 - EMAIL_ON_ACCOUNT2) using contact/cc info most recently provided: RESULTING_USER_ACCOUNT_LINK

      Back to top