Subject: Re: URGENT- ticket handling in Pritish's absence
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: Arjun Hurry <[email-masked]>, Anush Saxena <[email-masked]>, Bharat Sharma <[email-masked]>, Olesia Dhas <[email-masked]>, tasuku yamamoto <[email-masked]>
Date: Tue, 26 Nov 2019 04:14:14 -0700 (MST)

Hi Deeksha, 

Sure however she already created a scripted response. Here it is - 

(Holding email for customer with AV issues who has not submitted an AV issue before) 

Dear (Customer Name), Thank you for contacting Virtual support. 

We've conducted an analysis of your playback data and can see that the issues you're facing are due to a failure in some aspect of the AV setup, which we need to investigate further. 

In the mean time, can you confirm that all the equipment in the link below is in place and also confirm the make and model of your video EDID. 

( add link to must have devices based on the iPad Model which you can see in Kibana ) 

Looking forward to hear from you soon. 

Regards, 

(Holding email for customer with AV issues who has already submitted an AV issue before) Also check previous ticket and note down all information under notes. 

Dear X, Thank you for contacting Virtual support. 

We've conducted an analysis of your playback data and can see that you're still experiencing issues with some aspect of the AV setup. 

In order for us to investigate further, please can you confirm if there has been any changes to the equipment in use recently. A schematic of your current setup would also help. 

Looking forward to hear from you soon. 

Regards, 

Also for any AV related issue you need to ask Charlotte before closing. You need to put a detailed summary under notes and why you think it should be closed. Only after she confirms that the ticket can be closed, you are good to resolve it. You would need to check closed tickets as well for Feedback as she writes feedback on closed tickets as well. Keep checking notifications. 

Regards, 
Pritish 

From: "deeksha" <[email-masked]> 
To: "Arjun Hurry" <[email-masked]>, "Anush Saxena" <[email-masked]>, "Bharat Sharma" <[email-masked]>, "Olesia Dhas" <[email-masked]>, "tasuku yamamoto" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]> 
Sent: Tuesday, November 26, 2019 4:22:41 PM 
Subject: URGENT- ticket handling in Pritish's absence 

Hi all, 

As you all know, Pritish will be away for 15 days, starting 28th Nov. 

In his absence, Charlotte wants all of you to check your responses for AV related issues with her before sending. You all should investigate the issue, analyse the data and add your draft response for the customer, data and your findings in a private note for Charlotte so that she can check and advise. However, you MUST send a holding email to the customer stating that you are doing a detailed analysis of what’s going on and will get 24 hours for the investigation and to get back to the customer. You will need to manage customers expectations properly to avoid any escalation. 

@ Pritish: Could you please create a holding response for the agents that they can send in such cases? 

This will slow down their response time but it’s better than providing inaccurate information. Please remember that that she will be available for questions on the weekend but her response time will be slower so give timeframe to customers accordingly and set the right expectations. 

That said, please make sure that before you reach out to Charlotte, you have done your homework throughly and not sending her incomplete information and random responses as has happened many times in the past. 

@ AJ: Charlotte works in the same time zone as you most of the time and hence she wants to work closely with him. Please reach out to her on slack if you wish to clarify anything. Please do not hesitate in doing so. It’s better than sending responses based on our assumptions. If she does not reply on slack, please leave a note for her as described above in a private message on fresh desk. Be very careful with Kibana data please. 

@ Oleysia: You should be following up and closing the tickets as was discussed. If any clarification needed, please reach out to Charlotte over slack and if she does not respond there, leave a private note for her. 

Thanks 

Charlotte