Subject: RE: Tickets Backlogs - to be actioned urgently
From: Jessie Caparas <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Tue, 4 May 2021 11:07:15 +0000

Hi Deeksha,

Will be available tomorrow between 3-4 pm Dubai time.

Please share the invite.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Deeksha Dadu <[email-masked]>
Sent: Tuesday, May 4, 2021 2:40 PM
To: Jessie Caparas <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>; Mohd Imran <[email-masked]>; Malik Ismail <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Re: Tickets Backlogs - to be actioned urgently
Importance: High

External email sender, please take precaution.
Hi Jessie,

Thanks for your email. I have put agents dedicatedly on these cases. We should be able to wrap up most of these today. We are getting a very high flow of new tickets so I had channelised a lot of resources on managing those but have put a team of 10-12 people only on the backlog simultaneously.

Also, Saurabh has sent you an email regarding a view that we have created in Freshdesk that will help you and us manage the old cases much better. We would like to arrange a call with you to show you through that. Please let us know when we can arrange a quick call with you.

Thanks for your support.

Kind Regards,
Deeksha

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Monday, 3 May 2021 at 11:00 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, "mustehsan.siddiqui" <[email-masked]<mailto:[email-masked]>>, "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Manish Kumar <[email-masked]<mailto:[email-masked]>>, Mohd Imran <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>, "mohammad.quamar" <[email-masked]<mailto:[email-masked]>>
Subject: RE: Tickets Backlogs - to be actioned urgently

Hi Deeksha,

The back logs are still there from 2020.

Lets step on this and ensure we close everything from 2020 until March for this week.

Date
Ticket Count
Aug-20
1
Sep-20
1
Nov-20
2
Dec-20
4
Jan-21
6
Feb-21
26
Mar-21
147
Apr-21
1456
May-21
1980
Grand Total
3623

The volume will be expected to go high in the next 7-10 days. Let the team get rid of the old tickets to focus on April and May.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, April 20, 2021 10:33 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Tickets Backlogs - to be actioned urgently
Importance: High

External email sender, please take precaution.
Hi Jessie,

Yes, put the team already on this. We should have this under control this week.

Regards,
Deeksha

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Monday, 19 April 2021 at 6:18 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, "mustehsan.siddiqui" <[email-masked]<mailto:[email-masked]>>, "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Manish Kumar <[email-masked]<mailto:[email-masked]>>, Mohd Imran <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>, "mohammad.quamar" <[email-masked]<mailto:[email-masked]>>
Subject: RE: Tickets Backlogs - to be actioned urgently

Hi @Deeksha Dadu<mailto:[email-masked]>

This is the current number of back logs as of today.

DATE
Ticket Count
Aug-20
2
Sep-20
1
Oct-20
1
Nov-20
1
Dec-20
1
Jan-21
12
Feb-21
70
Mar-21
461
Apr-21
3664
Grand Total
4213

Looking forward to closing any back logs until March this week.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 15, 2021 5:39 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Tickets Backlogs - to be actioned urgently
Importance: High

External email sender, please take precaution.
Hi Jessie,

We have put 14 agents dedicatedly to work on these pending cases. We should be able to handle these latest by Monday.

I am closely monitoring these queues and will keep you posted.

Regards,
Deeksha

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 15 April 2021 at 2:30 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, "mustehsan.siddiqui" <[email-masked]<mailto:[email-masked]>>, "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Manish Kumar <[email-masked]<mailto:[email-masked]>>, Mohd Imran <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>, "mohammad.quamar" <[email-masked]<mailto:[email-masked]>>
Subject: RE: Tickets Backlogs - to be actioned urgently

Hi @'Deeksha Dadu'<mailto:[email-masked]>

As discussed with the team, we still have pending cases until February and a lot of cases untouched for March.

DATE
Ticket Count
2020
4
Qtr3
2
Aug
1
Sep
1
Qtr4
2
Nov
1
Dec
1
2021
4728
Qtr1
1622
Jan
17
Feb
137
Mar
1468
Qtr2
3106
Apr
3106
Grand Total
4732

Please get these actioned/closed urgently - specifically anything before March and the untouched cases for March which is over 300 tickets.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Jessie Caparas
Sent: Tuesday, April 6, 2021 7:39 PM
To: 'Deeksha Dadu' <[email-masked]<mailto:[email-masked]>>
Cc: 'Saurabh Dadu' <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; 'Shakeeb Arsalan' <[email-masked]<mailto:[email-masked]>>; 'Apoorv Joshi' <[email-masked]<mailto:[email-masked]>>; 'Manish Kumar' <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Tickets Backlogs - to be actioned urgently
Importance: High

Hi @Deeksha Dadu<mailto:[email-masked]>

Also attaching the file for your reference as exported few minutes back.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Jessie Caparas
Sent: Tuesday, April 6, 2021 7:37 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Tickets Backlogs - to be actioned urgently
Importance: High

Hi @Deeksha Dadu<mailto:[email-masked]>

We still have open tickets from April 2020 until February 2021.

Can we please get these tickets actioned and closed asap - there are only 661 tickets.

Also found that some of these cases have been last updated from February 2021 causing so much delay with the resolution:

Month Last Updated
Ticket Count
Feb
23
Mar
363
Apr
275
Grand Total
661

Summary of all cases still unresolved in all groups:

DATE
Ticket Count
2020
24
Qtr2
1
Apr
1
Qtr3
3
Aug
2
Sep
1
Qtr4
20
Oct
2
Nov
7
Dec
11
2021
5595
Qtr1
3668
Jan
94
Feb
543
Mar
3031
Qtr2
1927
Apr
1927
Grand Total
5619

Expecting to get these 661 tickets cleared by Thursday.

Also ensure we take care of all tickets from March 1- 15th over the weekend - there are only 1038 tickets.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

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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<http://www.landmarkgroup.com>
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