Subject: Zendesk amendments for warranty
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Ashish Dabral <[email-masked]>, Saurabh Dadu <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Mon, 12 Apr 2021 09:43:05 +0000

Hi Saurabh and Ashish,

Thank you for the meeting earlier. Here is the plan outlined in three sections.

1)

CURRENT ZENDESK FIELDS

NEW ZENDESK FIELDS
Remove current Article (Quantity) field and add 4 new fields:

Text field:                    Article nr. for replacement

Number field:             Quantity for replacement

Text field:                    Article nr. for return

Number field:             Quantity for return

2)

CURRENT CONTACT CUSTOMER SERVICE MACRO:
Article Nr. (Quantity):
Article nr. for replacement:
Article nr. for return:

NEW CONTACT CUSTOMER SERVICE MACRO:
Add new entries to the macro, which will be populated from the new fields.

Article Number and Quantity
Article nr. for replacement:
Quantity for replacement:

Article nr. for return:
Quantity for return:

3) Other amendments: If quantity for replacement is higher than 3, an alert email will be sent to Sara, Heta and Josephine. The contact customer service macro can’t be run by the agent. The ticket is assigned to the Teamlead group as unassigned.

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

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