Subject: Fwd: Point to remember
From: Rishal Jha <[email-masked]>
To: Adil Khan <[email-masked]>
Cc: Rosette Modiri <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Thu, 7 Nov 2019 17:13:43 -0700 (MST)

Hello Adil 

Could you please explain why you have not worked properly on the below mentioned cases :: 

CASE1368497 - no response to customer to confirm what was done 
CASE1368525 - agent sent a blank response first, then when real response was sent, it was sent to the support email instead of customer's email. Customer still has no proper response. 
CASE1368736 - no response to customer and also no SO created. 

Best Regards, 

Rishal Jha 
Project Manager 
9811542467 

From: "Rishal Jha" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Cc: "Piyush Kumar" <[email-masked]>, "Nazmul Haque" <[email-masked]>, "Adil Khan" <[email-masked]>, "Yarngam Makan" <[email-masked]>, "Saifullah Kar" <[email-masked]>, "Shaitan Singh" <[email-masked]>, "Sunny Gussain" <[email-masked]> 
Sent: Friday, 8 November, 2019 05:32:33 
Subject: Point to remember 

Hello Team 

Going forward please take care of the below mentioned points without fail :: 

    * Pls do not "Reply All" on emails as it generates a response to our support email too. You may have noticed new emails/cases where the msg was simply an agent response to the customer. Pls always make sure your email response is going to the correct party. 
    * I've seen responses where the agent removed the entirety of the case thread and left only their response message. This isn't necessary and may cause confusion later when we are reviewing the case for support purposes. 
    * There is not always a need to ask for the customer's proof of purchase. For instance, if the customer is looking to purchase a part, we don't necessarily need to see the proof of purchase for the product unless perhaps there's confusion about what the customer owns. 
    * If you set a customer up for either a courtesy part or a paid part SO, you should still reply to the customer on the case to let them know you've done so. If you create the SO and leave the email unanswered, the customer would still not know what's going on. 

CASE1368647 - agent asked customer for proof of purchase on a product that was purchased from our website, and there is already a RA setup for this customer, which is mentioned various times in the email thread. 
CASE1368599 - agent did not edit template accordingly and even left "InsertPartHere" in the response. 
CASE1368497 - no response to customer to confirm what was done 
CASE1368525 - agent sent a blank response first, then when real response was sent, it was sent to the support email instead of customer's email. Customer still has no proper response. 
CASE1368736 - no response to customer and also no SO created. 

@piyush @Saif @ Shaitan @nazmul @Makan :: Please work on above mentioned cases and provide a resolution by tomorroe EOD. 

Best Regards, 

Rishal Jha 
Project Manager 
9811542467