Subject: Re: Ziad's request.
From: Deeksha Dadu <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Rahul Kumar LSM <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Mon, 12 Nov 2018 08:32:21 +0000

Here is what Rahul explained me. Please reply to the client.

Out of 3 tickets pointed out, the first two came outside our support hours. The 3rd ticket 42344, we reset password and responded in the ticket within 5 minutes but by mistake the agent didn't ‘change the status to ‘resolve’ and hence it is showing that it violated the SLA. I have spoken to the concerned agent and we will make sure it doesn't happen again.

Ticket# 42692 - As per the procedure we have, we do not ask any verification questions or seek any approval before resetting email or domain password. Please let us know if there are any changes in procedure now. The mistake could be that the agent reset the passwords for both emails as it wasn’t clear in the request which one it was supposed to be reset for. We have advised the agent to first clarify and then proceed in future.

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Date: Monday, 12 November 2018 at 11:53 AM
To: Rahul Kumar LSM <[email-masked]<mailto:[email-masked]>>, Ashish Dabral <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: Ziad's request.

Regards,

Saurabh Dadu
LiveSalesman

AI is still not a reality, typos courtesy iPhone

Begin forwarded message:

From: Mohammed Kulaib <[email-masked]<mailto:[email-masked]>>
Date: 12 November 2018 at 6:04:24 AM GMT
To: Helpdesk <[email-masked]<mailto:[email-masked]>>, Subir Chakma <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>
Subject: FW: Ziad's request.

Dear,

Please find the below email your team they change the password for user without any approval this not accept if any one send to you email to  change the password you will change ?????

Regards,
Mohammed Kulaib

Systems of Strategic Business Solutions - An AlOthman Holding Company
Al Othman Towers, 3rd Floor, King Saud Road, Al-Khobar, Saudi Arabia
T. +966 13 8145550 | F. +966 13 853 4442
D.+966 13 8145550 | M. +966 531001881
[email-masked]<mailto:[email-masked]> | ssbs.com.sa<http://www.ssbs.com.sa/> | al-othman.com<http://www.al-othman.com/>
Follow on LinkedIn<https://www.linkedin.com/company/ssbs>

üDo you really need to print this mail? Please consider the environment [Description: Description: Description: Description: Description: cid:[email-masked]]

From: Mohammed Kulaib
Sent: Monday, November 12, 2018 8:02 AM
To: Ziad Al-Shuqayran <[email-masked]<mailto:[email-masked]>>
Subject: FW: Ziad's request.

Dear Ziad,

Please find the below email the email send to help desk it was not clear , We apologize for this mistake

Regards,
Mohammed Kulaib

Systems of Strategic Business Solutions - An AlOthman Holding Company
Al Othman Towers, 3rd Floor, King Saud Road, Al-Khobar, Saudi Arabia
T. +966 13 8145550 | F. +966 13 853 4442
D.+966 13 8145550 | M. +966 531001881
[email-masked]<mailto:[email-masked]> | ssbs.com.sa<http://www.ssbs.com.sa/> | al-othman.com<http://www.al-othman.com/>
Follow on LinkedIn<https://www.linkedin.com/company/ssbs>

üDo you really need to print this mail? Please consider the environment [Description: Description: Description: Description: Description: cid:[email-masked]]

From: Sarah Masraa
Sent: Monday, November 12, 2018 7:56 AM
To: Mohammed Kulaib <[email-masked]<mailto:[email-masked]>>
Subject: Ziad's request.

Dear Kulaib,

This is the request we have got from The HR about forwarding and resting password.

Sincerely,
Sarah Masraa
[dd][ss]
Systems of Strategic Business Solutions - An AlOthman Holding Company
Al Othman Towers, 3rd Floor, King Saud Road, Al-Khobar, Saudi Arabia
Free line.  8007522222      |     T.  +966 13 853 4415
[email-masked]<mailto:[email-masked]> | ssbs.com.sa<http://www.ssbs.com.sa/> | al-othman.com<http://www.al-othman.com/>