Subject: Re: Need to add mandatory tab on Fresh Desk.
From: Saurabh Dadu <[email-masked]>
To: Anslem Misquitta <[email-masked]>, Deeksha Dadu <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>, syed.ataullah <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[email-masked]>, Izzeldeen Shabaneh <[email-masked]>, Nada Hattar <[email-masked]>, Sanaa.Hammad <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Sabry Yousef <[email-masked]>, Aniyam Developer <[email-masked]>, syed.ataullah <syed.
Date: Wed, 12 Oct 2022 18:04:00 +0000

Dear, @Malek Al. Hosan<mailto:[email-masked]>

Please provide us the following so that we can created the automated escalation scenarios for Couriers:

  1.  Name of All couriers we use
  2.  Territory/region wise escalation Matrix for all couriers (1st Escalation and 2nd Escalation)
  3.  Please verify the Escalation scenarios we have for Web team from Automation (Only for escalation, not customer response). If the escalations template / scenarios for HB are different, please create me a list

@Aniyam Developer<mailto:[email-masked]> - Sahil please lets schedule Friday to get HB UAE groups Escalations to be done through our LSM Bot including follow-ups.

@Anslem Misquitta<mailto:[email-masked]> - The report you would want should have tickets which were escalated and are still open ? You want this report by email to you, or you are comfortable if we just give you a view on FD for it?

@Anslem Misquitta<mailto:[email-masked]> - Please share us store list with store spocs for escalation to stores through the system as well.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Anslem Misquitta <[email-masked]>
Sent: 11 October 2022 5:08 PM
To: Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>
Cc: [email-masked] <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]>; syed.ataullah <[email-masked]>; malek.hosan <[email-masked]>; amir.aziz <[email-masked]>; Izzeldeen Shabaneh <[email-masked]>; Nada Hattar <[email-masked]>; Sanaa.Hammad <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Sabry Yousef <[email-masked]>
Subject: RE: Need to add mandatory tab on Fresh Desk.

Thank you for the update !!!

[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, October 11, 2022 2:55 PM
To: Deeksha Dadu <[email-masked]>; Anslem Misquitta <[email-masked]>
Cc: [email-masked]; Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]>; syed.ataullah <[email-masked]>; malek.hosan <[email-masked]>; amir.aziz <[email-masked]>; Izzeldeen Shabaneh <[email-masked]>; Nada Hattar <[email-masked]>; Sanaa.Hammad <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Sabry Yousef <[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 Ansalem,

Thank you for your email. We can just use our Escalation Manager in LSM Automations for this. I will get this sorted for you this week, possibly by tomorrow.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 10 October 2022 9:22 PM
To: Anslem Misquitta <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Ahmed Zoher <[email-masked]<mailto:[email-masked]>>; syed.ataullah <[email-masked]<mailto:[email-masked]>>; Malek <[email-masked]<mailto:[email-masked]>>; amir.aziz <[email-masked]<mailto:[email-masked]>>; Izzeldeen Shabaneh <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>; Sanaa.Hammad <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Sabry Yousef <[email-masked]<mailto:[email-masked]>>
Subject: Re: Need to add mandatory tab on Fresh Desk.

Hi Anslem,

Hope you are doing well too.

Sorry for the late reply. I will check with Saurabh regarding this and revert.

Thank you

Regards,

Deeksha

Sent from my iPhone

On 10 Oct 2022, at 18:36, Anslem Misquitta <[email-masked]<mailto:[email-masked]>> wrote:

Hi Saurabh/Deeksha,

I hope this email finds you in good health.

Along with the below request I have another request if we can accommodate in Fresh Desk which can help us to escalate to the courier partners which can help while we having White Wednesday.

We wanted to add location/Emirates (Dubai, Ajman, Sharjah, Al Ain, Fujairah, Ras Al Khaimah, Umm Al-Quwain and Abu Dhabi) in Fresh Desk incase if we don’t have that currently. If we have this option already then please let me know.

The reason to do this:-

We can collate data Emirates wise and send it accordingly as we have 2 teams in LSM, one in Abu Dhabi and one for rest of UAE, if you see below data we can see invoice numbers along with AWB number but to check the location (Dubai, Ajman, Sharjah, Al Ain, Fujairah, Ras Al Khaimah, Umm Al-Quwain and Abu Dhabi) we need to enter the invoice in HYBRIS/CRM.

Just sharing few examples below for your Reference.

Order ID

Complaints

AWB Number

9586043854

Late Collection (Returns)

47732520533

9586508638

Late Collection (Returns)

RP100622001518

9587459138

Late Delivery

FP092422000757

9588642267

Late Delivery

FP100322000019

9588520500

Late Delivery

FC100222000205

9588676100

Late Delivery

FC100222002991

9587267066

Late Collection (Returns)

47733658556

9588941501

Late Delivery

FP100522002687

9588135970

Late Collection (Returns)

47734754222

9588918108

Late Delivery

9589055682

Late Delivery

FP100622000627

9588623824

Late Collection (Returns)

9588962954

Late Delivery

4238993

9589320526

Late Delivery

FP100822000148

9589055340

Late Delivery

47735438085

9586459734

Late Collection (Returns)

RP092922001754

9589180419

Late Delivery

FC100622002098

9588524896

Late Collection (Returns)

RP100222001811

9589276713

Late Delivery

FP100722002319

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: Anslem Misquitta
Sent: Tuesday, September 27, 2022 2:59 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[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]>; Malek <[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: RE: Need to add mandatory tab on Fresh Desk.

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.

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]<mailto:[email-masked]>>
Sent: Tuesday, September 27, 2022 1:31 PM
To: Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[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]>; Malek <[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: 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)

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

  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)

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

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>

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<http://www.landmarkgroup.com>

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<http://www.landmarkgroup.com>

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