Subject: Re: Ticketing System
From: Seeta Seeta <[email-masked]>
To: jessie caparas <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, escalations dxbteam <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Thu, 17 Sep 2020 00:25:21 -0700 (MST)

Hi Jessie, 

Thank you for your update regarding the new ticketing system, I have informed every agent to use mentioned canned response while escalating any cases to the warehouse. We will let you know if we require any further clarification regarding the same. 

Thanks & Regards, 
Seeta Kunwar 

From: "jessie caparas" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "Saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Thursday, 17 September, 2020 11:48:10 
Subject: Ticketing System 

Hi Team, 

Please ensure that the agents are properly explaining the assistance needed from WH team for the child tickets assigned to them. 

We suggest that you use the canned response added called TICKETING SYSTEM ESCALATION TEMPLATE to be strictly followed and implemented asap. 

As we are just starting the process, please do not hesitate to reach out for any clarification or concerns. 

SLA for cases escalated before 12 noon will be responded the same day as well. 

Do not use the priority High or Medium – leave it at default as low. 

MOC cases will be escalated as Urgent. 

Thank you and Kind Regards, 

Jessie Caparas 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +97145172087 

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