Subject: RE: Desk Open Tickets Mar 13ksa (2)
From: Yahia Taha <[email-masked]>
To: Deepak Devasia <[email-masked]>, Niren HB LSM Dsouza <[email-masked]>, Rozan Abdelraziq <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>, Nada Hattar <[email-masked]>, Muralidharan Gunjur <[email-masked]>, Baraa Abukhadra <[email-masked]>, Ramesh Gottimukkala <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Sun, 14 Mar 2021 14:00:58 +0000

Dear Sir,

We have 250 open ticket beyond 4 days as below:

  1.  104 status waiting on customer (42% )(this need to check and close immediately since no response from customer )
  2.  83 status waiting on third party Aramex , shipa and LMG (33%) ( some of them not directed properly to courier )
  3.  63 status open with no follow up to close from LSM team (25% ).

@Niren HB LSM Dsouza<mailto:[email-masked]> 64 % of these tickets pending with your team only could you please check and get them closed by tomorrow EOD .

@Rozan Abdelraziq<mailto:[email-masked]> please check tickets pending with your team and get them closed asap, please call me for any support.

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>
[lg][hb]

From: Deepak Devasia <[email-masked]>
Sent: Sunday, March 14, 2021 8:45 AM
To: Yahia Taha <[email-masked]>; Ramesh Gottimukkala <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>; Nada Hattar <[email-masked]>; Muralidharan Gunjur <[email-masked]>; Baraa Abukhadra <[email-masked]>
Subject: RE: Desk Open Tickets Mar 13ksa (2)
Importance: High

Hi Yahia / Ramesh,

Can you please look into. Why do we have so many tickets ageing beyond 4 days. Ideally we should not be having anything beyond 2 days.

Regards,
Deepak

From: Nada Hattar <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, March 13, 2021 5:28 PM
To: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Shibu John <[email-masked]<mailto:[email-masked]>>; Mohammad Hameed Mohammad Fasi <[email-masked]<mailto:[email-masked]>>; Ramesh Gottimukkala <[email-masked]<mailto:[email-masked]>>; Yahia Taha <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Baraa Abukhadra <[email-masked]<mailto:[email-masked]>>; Layan Shehadeh <[email-masked]<mailto:[email-masked]>>; Karim Asklany <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Nour Hanayneh <[email-masked]<mailto:[email-masked]>>; Rozan Abdelraziq <[email-masked]<mailto:[email-masked]>>
Subject: Desk Open Tickets Mar 13ksa (2)

External email sender, please take precaution.
Team,

Hope this email finds you well.

In the attachment is the required Fresh Desk open tickets report, kindly check and do the needful.

Count of ageing
Column Labels

Row Labels
0-2 Day
3-4 Days
5-6 Days
7-10 days
11-15 days
+15days
Grand Total

226
166
58
49
17
13
529
ARAMEX
11
7
13
11
1
12
55
LMG INTERNAL TEAM
2
3
4

1
2
12
SHIPA
5
3
1
1

10
WAREHOUSE
3
5
5
2
1
1
17
Grand Total
247
184
81
63
20
28
623

Count of ageing
Column Labels

Row Labels
0-2 Day
3-4 Days
5-6 Days
7-10 days
11-15 days
+15days
Grand Total
Crystel HomeBox KSA Team
44
34
29
17
2
16
142
Layan Shehadeh
2
2

4
[email-masked]<mailto:[email-masked]> usama duafi
1

1
nada hattar

1

1
osama.idiabieh mohammad idiabieh
1

1
Rozan hani Abdelraziq
40
31
29
17
2
16
135
HomeBox KSA
203
150
52
46
18
12
481
Ahmed Mohmmed Bahjat
1
1
1

3
Alka Pandey
2

14
3
10
4
33
Amir Aziz
3
1
11
3
3
4
25
Ibrahem Mahmoud
10
4

14
Mohammed Atiah

5
1
2
8
Mohd Adeel Akhter
6
14
22
34
4
2
82
Mustehsan Siddiqui

5

1

6
Niren Dsouza
30
108

138
No Agent
148

2

150
Rozan hani Abdelraziq
3
17
2

22
Grand Total
247
184
81
63
20
28
623

Row Labels
Count of Source
Chat
13
Email
28
Facebook
5
Outbound Email
31
Phone
133
Portal
413
Grand Total
623

Ticket Number
Customer Issue
Pending with
Escalated to
2093055
refund
WAREHOUSE

2098582
late collection
courier
aramix
2093362
late collection
courier
aramix
2105836
late  collection
courier
aramix
2119207
late collection
courier
aramix
2135369
late collection wrong item delivered
courier
lmg
2179158
late collection
courier
aramix
2139961
late collection
courier
aramix
2166246
missing part
WAREHOUSE

2141235
late collection
courier
aramix
2141557
late collection
courier
aramix
2146278
late collection
courier
aramix
2145572
extra item
courier
aramix
2147610
late collection
courier
aramix
2149520
late collection
courier
aramix
2155167
late collection
courier
lmg
2188688
late collection
courier
aramix
2198956
late collection
courier
aramix
2188419
missing part
courier
aramix
2153554
missing part
WAREHOUSE

2199377
missing part
courier
aramix
2197192
missing part
WAREHOUSE

2196472
late collection
courier
aramix
2197957
late collection
courier
aramix
2198859
late collection
courier
aramix
2203943
late delivery
courier
lmg
2203836
late collection
courier
aramix
2202434
late collection
courier
lmg
2188828
late delivery
courier
shipa
2188857
c&c / CANCEL ORDER
STORE

2198859
late delivery
courier
aramix
2190706
late collection
courier
aramix
2199392
missing part
courier
aramix
2203791
missing part
courier
lmg

Best Regards,
Nada Hattar
T: +962 6 500 1333
F: +962 6 500 1334
E: [email-masked]<mailto:[email-masked]>
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