Subject: RE: HomeBox Fresh Desk Open Tickets February 21 2021
From: Murtaza Kutiyanawala <[email-masked]>
To: Niren Dsouza <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Radhika Jawle <[email-masked]>
Date: Sun, 21 Feb 2021 13:47:36 +0000

Hi Team,

Please go through the below tickets which are actioned by Radhika, these tickets should have been closed.

Request you to brief the team, this is unnecessarily increasing the ageing

From: Radhika Jawle <[email-masked]>
Sent: Sunday, February 21, 2021 1:40 PM
To: Murtaza Kutiyanawala <[email-masked]>
Subject: RE: HomeBox Fresh Desk Open Tickets February 21 2021

Facebook

Ticket ID
Remarks
2093461
Issue raised with the Supplier.
2095476
No reply from the customer, since last 8 days, still the ticket is open.
2100349
Closed
2101111
JIRA raised to process the refund of the delivery charges.
2101832
No reply from customer since 15th FEB. Still the ticket is open.
2102534
No reply from customer since 15th FEB. Still the ticket is open.
2102738
Customer received the order on 16th FEB, still the ticket is open.
2102816
No reply from customer since 15th FEB. Still the ticket is open.
2103024
No reply from customer since 15th FEB. Still the ticket is open.
2103037
No reply from customer since 15th FEB. Still the ticket is open.
2103089
No reply from customer since 15th FEB. Still the ticket is open.
2103170
Customer received the order on 16th FEB still the ticket is open.
2103318
No reply from customer since 15th FEB. Still the ticket is open.
2103999
No reply from customer since 15th FEB, still the ticket is open.
2105999
No reply from customer since 15th FEB, still the ticket is open.
2106903
Customer collected the order on 18th FEB, still the ticket is open.
2108825
No reply from customer since 15th FEB, still the ticket is open.
2108831
No reply from the customer since last 4 days still the ticket is open.
2108837
No Reply from the customer since 16th FEB still the ticket is open.
2110343
No reply from the customer since 16th FEB , still the ticket is open.
2110974
Customer received the order on 17th Feb, still the ticket is open.
2111286
No reply from the customer since 16th FEB , still the ticket is open.
2111596
Closed
2112077
Customer has asked for Monday and delivery is not scheduled, now we have scheduled the deliver on 23rd FEB., Tried to contact the customer but no response.
2112283
Customer collected the delivery on 18th FEB, still the ticket is open.
2112604
No reply from the customer since 16th Feb, still the ticket is open.

Thanks & Regards,
[DFBA450F]

From: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, February 21, 2021 12:39 PM
To: Radhika Jawle <[email-masked]<mailto:[email-masked]>>; Ali Mohamed <[email-masked]<mailto:[email-masked]>>
Subject: FW: HomeBox Fresh Desk Open Tickets February 21 2021

From: Baraa Abukhadra <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, February 21, 2021 12:22 PM
To: Omar Mostafa <[email-masked]<mailto:[email-masked]>>; Anton Dilshan <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Abdul Rasheed <[email-masked]<mailto:[email-masked]>>
Cc: Maryam Yahya <[email-masked]<mailto:[email-masked]>>; Haya Abualhaija <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Nour Hanayneh <[email-masked]<mailto:[email-masked]>>; Ankit Arora <[email-masked]<mailto:[email-masked]>>; Yunis Fakrudeen <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Subject: HomeBox Fresh Desk Open Tickets February 21 2021

External email sender, please take precaution.
Dear All,

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

Fresh Desk Tickets:

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

84
76
21
11
1
4
197
ARAMEX
3
1

1
1

6
LMG INTERNAL TEAM
7
4
1
2

14
OLM/LMG Team
1

1
SHIPA

1

1
TECH Team
2

2
WAREHOUSE
4

1
2

1
8
Grand Total
101
82
23
16
2
5
229
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
Chat
2

2
Email
47
38
13
7

4
109
Outbound Email
13
11

2

26
Phone
20
9
2
5
1
1
38
Portal
19
24
8
2
1

54
Grand Total
101
82
23
16
2
5
229
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 UAE Team
33
18
2
5
1
1
60
Anoud.hassouneh hassouneh
3

3
Heider.Sulaimawi Hatem Sulaimawi

1

1
Kareem soufan
1
2

3
lara Khalil AL Shaikh
2

2
maryam yahya

1

1
No Agent

1

1
Omar Imad Mostafa
21
9
2
5
1
1
39
Rahmeh Eleisah
3

3
Rand abdelrahman sadeh
2
1

3
Rua'a Abukaff
1
3

4
HomeBox UAE
68
64
21
11
1
4
169
Ali Mohamed Ahmed
15
4

19
Alka Pandey
11
36
9
7

2
65
Amir Aziz
1
1

1

1
4
Khaled Hegazy
18
3

21
Mohd Adeel Akhter
1
7
10

18
Murtaza Kutiyanawala

1

1
2
No Agent

1

1
Radhika Jawle
19
4

23
Sabry Yousef

1

1
Shafik Lubbos
2

2
Tarish Ayubi
1
8
1
2
1

13
Grand Total
101
82
23
16
2
5
229

Pending Tickets beyond 4 days
Ticket Number
Customer Issue
Pending with
Escalated to
2055783
Missing item
WAREHOUSE
Jasim
2081382
9632184590 - FP013121000728 - missing item
ARAMEX
Aramex
2093059
Late refund- 9624683035
WAREHOUSE
Conloc
2095635
missing item
WAREHOUSE
Conloc
2099140
Missing Items
ARAMEX
ARAMEX Level 2
2099415
Late Collection
LMG INTERNAL TEAM
Depish
2100374
Late Delivery
LMG INTERNAL TEAM
Depish
2109662
Missing Item
WAREHOUSE
Jasim
2110272
late collection 9631711967
LMG INTERNAL TEAM
Depish

Facebook Tickets:

Agent
0-2 Day
3-4 Days
5-6 Days
7-10 days
Grand Total
Amir Aziz
7

7
Mohd Adeel Akhter
2
5

1
8
Niren Dsouza
1
5
17
3
26
No Agent
15

15
Tarish Ayubi

12
5

17
Grand Total
25
22
22
4
73
Count of Ageing
Column Labels

Row Labels
0-2 Day
3-4 Days
5-6 Days
7-10 days
Grand Total
Open
19
3
1

23
Waiting on Customer
6
17
17
3
43
Waiting on Third Party

2
4
1
7
Grand Total
25
22
22
4
73

Best Regards,

Omar Mostafa
Service Advisor
T: +962 6 500 1333
F: +962 6 500 1334
M: +962 6 500 1334
E: [email-masked]<mailto:[email-masked]>
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