When a user comes into chat stating the name on his/her certificate is incorrect, kindly provide this SR.  

What to do:

1. Locate the user's account. 

2. After the user has provided the correct name, proceed with updating the account information. 

3. If the user would like to have the certificate updated, proceed with creating a ticket, you may use the following ticket summary: 

Hello Ticket Team, 

Submitting a certificate name update request. Update name from [INCORRECT NAME] to [CORRECT NAME] on the certificate(s) below:

- [COURSE NAME]

- [COURSE NAME]

If possible, download and attach the certificates as a private note in the chat/ticket so the ticket processors can easily access them. 

Allow me a moment to update your name on your account so future certificates are generated with the correct name. Would you be able to provide me with the correct name that should be displayed on the certificates?

Kindly note that these changes will apply to your previously generated certificate. Please allow me to quickly review your transcript and ensure that the changes are reflected. If a certificate is not showing your correct name, I will submit a request to have it manually updated.