Subject: Re: Feedback - Closure of tickets
From: Ankur Kwatra <[email-masked]>
To: saurabh <[email-masked]>
Cc: deeksha <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Fri, 22 Apr 2022 06:10:11 -0700 (MST)

Dear Saurabh Sir, 

Please find my observations below for the 7 cases which were closing without being worked upon - 

Ticket id 	Merged 	Response 	Comments 	Agent 	Team 
4157382 		0 	Fresh Query, Customer sent msg as "yes" Agent Closed the case without responding. Agent should have asked for details if any further help is required. Clearly Agent at fault. 	[ https://landmarkgroupservice.freshdesk.com/a/agents/2043125163509 | Hessah Alsufayyan ] 	KSA 
4157613 		0 	Customer sent a one word feedback, agent should have sent the message acknowledging the same. Agent closed the case assuming it’s the reply of an earlier message, agent found at fault. 	Rossana Rass 	Livesalesman 
4164460 		0 	Returns Query, Customer sent blank message, Agent closed the case without asking for details of the query. Agent possibly forgot to Merge the ticket. 	Rosette Modiri 	Livesalesman 
4168624 		0 	Customer saying that he has recd a damaged piece of clothing item. Order Id also shared by the customer. Agent possibly forgot to Merge the ticket and closed it. 

	Turki Alotaibi 	KSA 
4173292 		0 	Customer talking about the Missing Items in his order. Agent closed the case without taking any action. 	Saransh Vasudev 	Livesalesman 
4181590 		0 	Customer sent a blank message with subject Returns, agent bluntly closed the case without caring to ask for any further details from the customer. Possibly was supposed to Merge with another ticket. 	[ https://landmarkgroupservice.freshdesk.com/a/agents/2043126669492 | Abdulilah Alhuwairini ] 	KSA 
4182751 		0 	
Customer complaining about the bad quality of goods received. Agent closed the ticket, without working on the ticket and no response was sent. Agent at fault. 
	Turki Alotaibi 	KSA 

4 out of 7 cases are 'Forgot to Merge' errors. The tickets highlighted in Yellow is the one where the ticket was closed without any action. 

Feedbacks sent to the agents. 

Regards 
Ankur K 

From: "saurabh" <[email-masked]> 
To: "Mohd Imran" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Ankur Kwatra" <[email-masked]> 
Cc: "mustehsan siddiqui" <[email-masked]>, "Escalations Dxbteam" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Friday, April 22, 2022 5:44:16 PM 
Subject: Re: Feedback - Closure of tickets 

[ mailto:[email-masked] | @Apoorv Joshi ] & [ mailto:[email-masked] | 
@Ankur Kwatra ] - Please check this and get back to me today 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Mohd Imran <[email-masked]> 
Sent: 22 April 2022 5:42 PM 
To: Manish Kumar <[email-masked]>; Apoorv Joshi <[email-masked]>; Ankur Kwatra <[email-masked]> 
Cc: mustehsan.siddiqui <[email-masked]>; Escalations Dxbteam <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]> 
Subject: Feedback - Closure of tickets 

Hi Team, 

We have observed that some of the tickets are being closed or resolved without sending any response or adding notes. 

Tickets that are not merged and were closed without sending responses will impact the FCR and response rate. 

No tickets should be closed without sending any response. For internal emails like a warehouse or courier, we can delete them or reassigned them to the ops group. 

Attaching sheets for all the observed tickets. 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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