Subject: Re: Need to add mandatory tab on Fresh Desk.
From: "Malek Al. Hosan" <[email-masked]>
To: saurabh <[email-masked]>
Cc: Deeksha <[email-masked]>, gaurav yadav <[email-masked]>, syed ataullah <[email-masked]>, AMIR <[email-masked]>
Date: Wed, 12 Oct 2022 22:29:39 -0700 (MST)

Hi Sir. 

FYI, we are creating child ticket as first escalation for LMG courier. (as per the client requirement) 

Regards. 
Malek. 

From: "Malek" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Deeksha" <[email-masked]>, "gaurav yadav" <[email-masked]>, "syed ataullah" <[email-masked]>, "AMIR" <[email-masked]> 
Sent: Thursday, October 13, 2022 10:56:56 AM 
Subject: Re: Need to add mandatory tab on Fresh Desk. 

Dear Sir. 

Please find the following details as required. 

- Courier list (Aramex - Shipa - EMI Post - LMG - Fetchr Parcel Services - JEEBLY) *The last 2 courier partner are rarely used. 

-The following table is for courier escalations for all regions except LMG courier, it is modified as per regions. For all other courier than LMG, the escalation is same for all regions. 

Aramex 
	Escalation 1 	Ahmad Alawneh 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 2 	Yanal Anz 	[ mailto:[email-masked] | [email-masked] ] , 
Level 2 	Sridhar Katta 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 3 	Jerees Tadros 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 4 	Ibrahim Surti 	[ mailto:[email-masked] | [email-masked] ] , 
Shipa 
	
Escalation 1 
	Shipa Support 	[ mailto:[email-masked] | [email-masked] ] , 
Bilal 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 2 
	Mansoor 	[ mailto:[email-masked] | [email-masked] ] , 
Sridhar Katta 	[ mailto:[email-masked] | [email-masked] ] , 
Mujahed 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 3 
	Rachael Chritstalite 	[ mailto:[email-masked] | [email-masked] ] , 
Eslam Elfeky 	[ mailto:[email-masked] | [email-masked] ] , 
Fetchr Parcel Services 
	Escalation 1 	Fetchr Support 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 2 	Obaid Rahman 	[ mailto:[email-masked] | [email-masked] ] , 
EMI Post 
	Escalation 1 	Antony Markose 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 2 
	Mehaboob Ayub 	[ mailto:[email-masked] | [email-masked] ] , 
Vishnu Kamal 	[ mailto:[email-masked] | [email-masked] ] , 
Sridhar Katta 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 3 
	Naushad Dabilkar 	[ mailto:[email-masked] | [email-masked] ] , 
Vivek Soans 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 4 	Abdul Latheef 	[ mailto:[email-masked] | [email-masked] ] , 
JEEBLY 
	Escalation 1 	abhijay 	[email-masked], 
Escalation 1 	hammad 	[email-masked], 
Escalation 2 	farooq 	[email-masked], 
Escalation 2 	Sridhar Katta 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 3 	ram 	[email-masked], 
Always i cc 	Purva 	[email-masked], 
	Escalation Level 	Rest of UAE 	Abu-Dhabi 
OLM (LMG) 
	Escalation 1 	[ mailto:[email-masked] | [email-masked] ] , 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 2 	[email-masked] 	[ mailto:[email-masked] | [email-masked] ] , 
Escalation 3 		[email-masked], 
		
CC 	[ mailto:[email-masked] | [email-masked] ] , 	

- Kindly find the Following link for HB UAE escalation Scenarios which was modified as per the client requirement by Amir Aziz. (attached file for the same) 
https://docs.google.com/document/d/1qqIrXWd3mRxus3g341pXeNihXcv89XBgcYS7e47ZBiQ/edit#heading=h.r4uyn0n2133k 

Please let me know if any further details are required. 

Regards. 
Malek. 

From: "saurabh" <[email-masked]> 
To: "Anslem Misquitta" <[email-masked]>, "Deeksha" <[email-masked]> 
Cc: "gaurav yadav" <[email-masked]>, "murtaza kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]>, "syed ataullah" <[email-masked]>, "Malek" <[email-masked]>, "AMIR" <[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" <[email-masked]> 
Sent: Wednesday, October 12, 2022 11:34:00 PM 
Subject: Re: Need to add mandatory tab on Fresh Desk. 

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

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 (1 st Escalation and 2 nd 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 
[ mailto:[email-masked] | @Aniyam Developer ] - Sahil please lets schedule Friday to get HB UAE groups Escalations to be done through our LSM Bot including follow-ups. 

[ mailto:[email-masked] | @Anslem Misquitta ] - 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? 

[ mailto:[email-masked] | @Anslem Misquitta ] - 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 !!! 

	

Anslem Misquitta 

Retail Operations - Customer Care 

T : 800 HOMEBOX (4663269) 

F : +971 4 5172380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina 

P.O.Box 282028, UAE. 

[ 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 | www.homeboxstores.com ] 

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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 10 October 2022 9:22 PM 
To: Anslem Misquitta < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; syed.ataullah < [ mailto:[email-masked] | [email-masked] ] >; Malek < [ mailto:[email-masked] | [email-masked] ] >; amir.aziz < [ mailto:[email-masked] | [email-masked] ] >; Izzeldeen Shabaneh < [ mailto:[email-masked] | [email-masked] ] >; Nada Hattar < [ mailto:[email-masked] | [email-masked] ] >; Sanaa.Hammad < [ mailto:[email-masked] | [email-masked] ] >; HomeBox Customercare UAE < [ mailto:[email-masked] | [email-masked] ] >; Sabry Yousef < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > wrote: 

BQ_BEGIN

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 : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina 

P.O.Box 282028, UAE. 

[ 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 | www.homeboxstores.com ] 

From: Anslem Misquitta 
Sent: Tuesday, September 27, 2022 2:59 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Cc: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Malek < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Izzeldeen Shabaneh < [ mailto:[email-masked] | [email-masked] ] >; Nada Hattar < [ mailto:[email-masked] | [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 : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina 

P.O.Box 282028, UAE. 

[ 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 | www.homeboxstores.com ] 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, September 27, 2022 1:31 PM 
To: Anslem Misquitta < [ mailto:[email-masked] | [email-masked] ] >; Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Cc: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Malek < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Izzeldeen Shabaneh < [ mailto:[email-masked] | [email-masked] ] >; Nada Hattar < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 27 September 2022 2:49 PM 
To: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] < [ mailto:[email-masked] | [email-masked] ] >; Malek < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] < [ mailto:[email-masked] | [email-masked] ] >; Izzeldeen Shabaneh < [ mailto:[email-masked] | [email-masked] ] >; Nada Hattar < [ mailto:[email-masked] | [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 : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina 

P.O.Box 282028, UAE. 

[ 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 | www.homeboxstores.com ] 

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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. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 

BQ_END

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