Subject: Re: Priority Cases to be Actioned and Closed
From: Shakeeb Arsalan <[email-masked]>
To: Jessie Caparas <[email-masked]>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Seeta Seeta <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Wed, 3 Feb 2021 04:31:54 -0700 (MST)

Hi Jessie, 

Thank you for sharing the feedback with us. 

Please note that all these tickets will be actioned today. 

All the agents have been informed already to keep an eye on the customer's responses and action the tickets in their dashboards regularly, However will keep on pushing them and monitoring their cases to make sure there is no tickets left unattended. 

The mentioned added tasks have been well noted, And please remember as discussed to raise the issue of closing the chat tickets which do not need to be escalated to the Freshdesk & Freshchat team to check if we can close them from the freshchat directly after closing the chat with the customer. 

Regards 
Shakeeb 

From: "Jessie Caparas" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Seeta Seeta" <[email-masked]> 
Cc: "Saurabh Dadu" <[email-masked]>, "Deeksha Dadu" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]> 
Sent: Wednesday, February 3, 2021 4:04:54 PM 
Subject: Priority Cases to be Actioned and Closed 

Hi Team, 

As discussed, please get these tickets closed on priority. 

    * 1904706 - 9620333608 
    * 1978916 - 6261861903 (already marked as NDR) 
    * 1971598 - Toddler pillow dimension request 
    * 2015982 - pick up issue follow up to OLM 
    * 2010157 - on validation 
    * 2022012 - return issue 
    * 2021705 -this is refunded and not yet resolved 

They have not been actioned by the agents for more than 7 days. Ensure that we closely monitor our team since cases shouldn’t be left unattended for more than 2 days. This is for strict compliance. 

Also add the below tasks on your priority bucket: 

    * Also work on the re-opened tickets for November and December 2020. 
    * Please reiterate as well to the cs team that we should not immediately accept bank transfer requests for prepaid orders. If customer insists, please let us know for us to review and approve. 
    * Please share ticket samples for issues related to SHUKRAN. 
    * Please close and action the chat tickets shown in the LIVESALESMAN group asap. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

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