Subject: RE: Meeting Minutes & Support Required
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Saurabh Dadu <[email-masked]>
Cc: Malik Ismail <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Tue, 19 Oct 2021 08:24:43 +0000

Hi Shakeeb<mailto:[email-masked]>

As discussed, inquires chat tickets could be closed on FC, for escalations tickets keep the status open, and support team will update it.

From: Shakeeb Arsalan <[email-masked]>
Sent: Monday, October 18, 2021 12:13 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: Malik Ismail <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Meeting Minutes & Support Required

External email sender, please take precaution.
Hi Mahmoud,

Please note that All of the fields are mandatory. for Example (It is mandatory to select the complaint & inquiry while we should select only one )

Already explained the issue to Malik on call.

Please have this issue checked so we can fill the same properties needed on FD.

Regards
Shakeeb

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 18, 2021 12:58:34 PM
Subject: RE: Meeting Minutes & Support Required

Hi @Shakeeb Arsalan<mailto:[email-masked]>

Added, and Sync successful, let me know if you are able to create closed tickets on FD

From: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 18, 2021 11:24 AM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Meeting Minutes & Support Required

External email sender, please take precaution.
Hi Mahmoud,

The sub-inquiry field is not coming only the complaint

Can we connect regarding this to get more clarification.

Regards
Shakeeb
________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 18, 2021 11:33:00 AM
Subject: RE: Meeting Minutes & Support Required

Hi @Shakeeb Arsalan<mailto:[email-masked]>

For chat point raised by you, agent have option to select subcategory for tickets which will be created on Freshdesk, and he can select the status too, for example as closed is case of no escalation requires..

Thanks.

From: Malik Ismail <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, October 17, 2021 3:23 PM
To: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Cc: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Meeting Minutes & Support Required

Hi Shakeeb,

Thanks for attending the call.

As discussed during the call :

  *   We need to minimize LSM groups to be one group.
  *   Conduct training for agents on level one in KSA to be able to do escalation.
  *   SOP's will be shared in separate email.
  *   Chat tickets closing issue : will check and update on this.

Regards,
Malik Ismail
Web Team | Landmark Group
T: +97145172086

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com