Subject: Case Closure Violation - Urgent
From: Apoorv Joshi <[email-masked]>
To: naifteni <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Fri, 13 Jan 2023 05:36:21 -0700 (MST)

Dear Naif, 

Hope you are doing well. 

We have posted various updates in all the feedback and main call centre channels for the agents to not close any tickets and to resolve them instead. Despite that the team is continuously just closing the cases. 

The issue has become serious now and client is not happy about the same. We are receiving complaints for this issue from the client now. 

Request you to kindly ensure all the agents are aware that they have to "Resolve" all the cases and not "close" them. 

If any further violations this will go to the management. 

Requesting your urgent attention on this and help me to get this issue addressed with everyone. Please make sure no one is repeating this. 

Appreciate your help in getting this resolved. 

Regards, 
Apoorv