Subject: RE: Facebook Tickets
From: Nalineedhar Kasibhatla <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Niren HB LSM Dsouza <[email-masked]>, Akshay Rao <[email-masked]>, Faizal Maradeya <[email-masked]>, Shahzeen Rizvi <[email-masked]>
Date: Thu, 12 Nov 2020 03:57:48 +0000

Dear Saurabh,

Further to our discussion yesterday following things are now clear

  1.  For all the Facebook comments having the below key words(amended) there will be automatic tickets which will get created.  Please add CUSTOMER and EXPERIENCE to the list.
  2.  For the auto tickets that are created there will be manual replies for all the comments as FIRST RESPONSE, where in we will see the response on wall and for DM there will be an automated reply.
  3.  The tickets get segregated country wise basis on the post the customer has posted the comment. Once the bucketing is done the KSA and Bahrain team then would need respond and resolve the tickets via fresh desk.

@Akshay Rao<mailto:[email-masked]> please let know if any further key words need to be added and if anything else needs to be incorporated in the process.

   Regards
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Nalineedhar Kasibhatla
Area Retail Manager
T   :  +971 4 517 2300
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From: Saurabh Dadu <[email-masked]>
Sent: Wednesday, November 11, 2020 5:19 PM
To: Nalineedhar Kasibhatla <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Niren HB LSM Dsouza <[email-masked]>
Subject: Facebook Tickets

External email sender, please take precaution.
Hi All,

I've figured out why some comments are not showing up in Freshdesk. We currently have a rule in Freshdesk to only convert comments which have the following keywords

I am now adding to this like "Bad", and "Service"

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