Subject: You have new messages in Group: Livesalesman Team
From: Freshconnect <[email-masked]>
To: Manish Kumar <[email-masked]>
Date: Tue, 7 Dec 2021 13:20:54 +0000 (UTC)

Hey Manish Kumar ,

You have new message(s) in this group.

Livesalesman Team

A

@mohmoud.elsayed kindly advise if any update on freshdesk issue

Apoorv Joshi

M

all should be solved

Mahmoud Emad Elsayed

M

let me know if you still facing any issue ?

Mahmoud Emad Elsayed

A

image.png (5 KB)

Apoorv Joshi

A

all unresolved showing 0

Apoorv Joshi

A

@mohmoud.elsayed

Apoorv Joshi

M

issue was in the filter

Mahmoud Emad Elsayed

M

fixed now

Mahmoud Emad Elsayed

M

3317866

Mahmoud Emad Elsayed

M

3508546

Mahmoud Emad Elsayed

M

Hi all

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

Hi all

Hi Mahmoud

Apoorv Joshi

M

in you create a tickets "not for customer" for internal team or 3pl

Mahmoud Emad Elsayed

M

please assign it to Backoffice

Mahmoud Emad Elsayed

M

dont mix customer support tikts with escalation tikts

Mahmoud Emad Elsayed

M

please

Mahmoud Emad Elsayed

M

this is very critical to get accurate reports for support ops

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

this is very critical to get accurate reports for support ops

checking the tickets mahmoud, i will advise the agents on the same.

Apoorv Joshi

M

```any violation will responsibility will relay with team leader```

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

```any violation will responsibility will relay with team leader```

I believe this ticket has been created because the customer contacted via whatsapp chat and the ticket does not get automatically created there for escalation.

Apoorv Joshi

A

also, should we assign the tickets that we create from now on to backoffice?

Apoorv Joshi

M

yes, you can keep it in chat group or back office

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

yes, you can keep it in chat group or back office

okay got it, will share the update with everyone in the team.

Apoorv Joshi

A

to ensure this does not violate any of the ops reporting

Apoorv Joshi

M

the only group you choose was customer support groups ?!

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

the only group you choose was customer support groups ?!

right now if we are creating any ticket ourselves, whether asked over email to contact customer or customer contacting via WA chat. These tickets are mostly assigned to livesalesman or call centre group instead of what you just told us, as we were never advised to assign those ticket to backoffice or chat group for the tickets that we are creating ourselves

Apoorv Joshi

M

let's have common sense why we create separate groups,

Mahmoud Emad Elsayed

M

ok, keep chat tickets in chat groups

Mahmoud Emad Elsayed

M

even if needs escalations

Mahmoud Emad Elsayed

A

will do

Apoorv Joshi

M

from WA or webchat

Mahmoud Emad Elsayed

M

thanks bro

Mahmoud Emad Elsayed

A

if we are contacted via email to contact customer, then where should we assign them? backoffice?

Apoorv Joshi

A

like lets say for example malik sent an email to get correct contact details from customer.

Apoorv Joshi

M

Apoorv Joshi

if we are contacted via email to contact customer, then where should we assign them? backoffice?

that only you can keep it on the Email group

Mahmoud Emad Elsayed

A

and there is no existing ticket for that order.

Apoorv Joshi

A

Mahmoud Emad Elsayed

that only you can keep it on the Email group

got it, thanks

Apoorv Joshi

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