Subject: Tickets requiring 5 responses
From: Charlotte Jansen <[email-masked]>
To: deeksha <[email-masked]>
Cc: lesmills <[email-masked]>
Date: Thu, 31 Oct 2019 03:12:35 +0000

Hi Agents,

Please can a notified via Freshdesk when 5 responses have been sent within a ticket.  We need to start reducing the number of back and forth emails within tickets. Through kibana we should be able to narrow down most issues quite quickly before even responding the first time.  I can still see unnecessary questions being asked, which slows down our resolution time and confuses the issue.

Thanks

Charlotte

Charlotte Jansen​
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Customer Support B2B
Les Mills International
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