Subject: Les Mills Virtual Help Desk
From: Julie Schumann <[email-masked]>
To: manager <[email-masked]>
Cc: Khali Lanning <[email-masked]>
Date: Tue, 30 Nov 2021 22:32:06 +0000

Hi Olesia and Pritish,

Hope you are both doing well.

We're hoping to get a bit of clarity on two tickets that came through the Virtual Help Desk over the weekend for the UK team. The response time wasn't what we expect from your team.

The two tickets were marked as Urgent and High that should have been answered right away, but seemed to sit without responses for long periods of time.

  *   Ticket #5013 Ticket marked Urgent - Ticket was created about 6pm Sat night UK time and Olesia initially responded early Sunday morning UK time. After the first communication, the partner was not answered again until Monday morning UK time by the UK team, despite the partner replying 30 mins after Olesia's first response. Since it was the weekend, and the ticket was deemed High priority, this should have been taken care of or at least responded to much sooner by the Livesalesman team. Please let us know what the reason for the lack of reply was.
  *   Ticket #5011 ticket marked High - LMUS support (Julie) initially responded as it was during US work hours. When the partner responded, the ticket was left unanswered from Saturday midday UK time until Monday morning UK time, and was answered by the UK team. Please let us know what the reason for lack of reply was.

It would be great if you could provide more information.

Thanks,
Julie

Julie Schumann (she/her) | B2B Markets Supports Lead
[email-masked]<mailto:[email-masked]>
<https://app.livestorm.co/les-mills/marketing-and-events-to-build-an-unstoppable-facility>
Looking for Les Mills Virtual App Support?  - https://www.lesmills.com/clubs-and-facilities/virtual/virtual-support/