Subject: Technical problem with replacement product
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: ashish <[email-masked]>, "Arvind Sendrayaperumal (ARSD)" <[email-masked]>, "Karen Teles Benitez (KRTB)" <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Tue, 19 May 2020 10:30:40 +0000

Hi all,

When customers receive a replacement product and report a technical problem with it, please follow this procedure from now on:

  1.  Create a new ticket (*Instructions on how to open a new ticket are below.).
  2.  Add a Case Summary as an internal note with the information below including the current status description. Copy the customer's issue description below it.

CASE SUMMARY

Contact person:
Phone:
Email:
Product name:
Number of Products:
Sales Opportunity Size in Headsets:
Environment:
Issue:
Current status: Customer received a replacement product under ticket #xxxxx and they reported a technical problem with the new product. Please contact the customer for troubleshooting.

  1.  Assign the ticket either to the Enterprise or Gaming queue as unassigned (no agent selected) depending on the product.
  2.  Inform the customer that you have created a new ticket for the issue and that they will be contacted for troubleshooting. Inform them of the new ticket reference number as well.
  3.  Close the warranty replacement ticket and add the new ticket number to the closing next action.

* Opening a new ticket:

1) Click on the +Add tab on top of  Zendesk.
2) Select Ticket.
3) Fill in the Zendesk fields:

Subject in format: Product, Environment, Problem description
Brand: Enterprise or Gaming
Requester: Customer's contact details
Assignee: Enterprise or Gaming
Form: CC&O for Enterprise and Gaming form for Gaming
Also fill in the mandatory fields: Customer type, Country, Product, Issue, Nr of products affected by the problem.

Please let me know, if you have any questions.

Best regards,

Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

Sennheiser Communications A/S * Industriparken 27 * DK-2750 Ballerup * Denmark

eposaudio.com<https://www.eposaudio.com/> * Follow us here
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