Subject: RE: Need to add mandatory tab on Fresh Desk.
From: Anslem Misquitta <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>, "[email-masked]" <[email-masked]>, Malek <[email-masked]>, "[email-masked]" <[email-masked]>, Izzeldeen Shabaneh <[email-masked]>, Nada Hattar <[email-masked]>
Date: Tue, 27 Sep 2022 10:58:55 +0000

Hi Saurabh,

Thanks for your prompt response.

We have observed this mandatory information is missing in FD tickets even after telling the agents many times, invoice number, phone number and email address are 3 important information that must be on all the FD Ticket which helps us to find details on Hybris/CRM and GDMS, that is why I believe this 3 information must be mandatory to create any ticket on FD.

I would request you if you can please find an alternative to get this 3 mandatory information added on FD and if possible, we need to make sure without entering this information on FD a ticket should not be created by FD.

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
E   :  [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina
P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Saurabh Dadu <[email-masked]>
Sent: Tuesday, September 27, 2022 1:31 PM
To: Anslem Misquitta <[email-masked]>; Deeksha Dadu <[email-masked]>; [email-masked]
Cc: Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]>; [email-masked]; Malek <[email-masked]>; [email-masked]; Izzeldeen Shabaneh <[email-masked]>; Nada Hattar <[email-masked]>
Subject: Re: Need to add mandatory tab on Fresh Desk.

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Dear Anslem,

Thank you for your email.

The Freshdesk used for Homebox UAE is common with other concepts such as CP/Max etc and all territories.

The changes you requested will conflict with other concepts functioning. I understand your challenges, and will work on finding you an alternate solution for them.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Anslem Misquitta <[email-masked]<mailto:[email-masked]>>
Sent: 27 September 2022 2:49 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>
Cc: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Ahmed Zoher <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; Malek <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; Izzeldeen Shabaneh <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>
Subject: Need to add mandatory tab on Fresh Desk.

Hi Deeksha/Saurabh,

I hope this email finds you in good health.

I will need your help to streamline the process on Freshdesk and to get accurate reporting details.

I need few tabs to be added on Fresh Desk which needs to be filled mandatory and without that the ticket should not be created unless those fields are filed with required information by the agents.

  1.  Email Address must be filled mandatory on all FD ticket (Auto Fill can be a good option)

[Need to Add Email Address Tab along with Phone # tab for every ticket*]

  1.  Invoice Number field must be mandatory (For store Order CRM # can be filled instead of invoice #)

[Order ID must be Mandatory *]

  1.  Subject line option must be added while sending any email to customers via FD, when the ticket is created and whatever subject line is typed/put by the agent the same subject line goes to customers by default whenever any emails are sent. (We need to add a separate tab for Subject line when sending emails to customers)

[Subject line must be added as mandatory   When sending emails to customers *]

Feel free to contact me if any help/clarification required.

[A close up of a sign  Description automatically generated]

Anslem Misquitta

Retail Operations - Customer Care

T   :  800 HOMEBOX (4663269)

F   :  +971 4 5172380

E   :  [email-masked]<mailto:[email-masked]>

Landmark Tower, Dubai Marina

P.O.Box 282028, UAE.

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

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