Subject: High priority tickets
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>, Ismail Lsm <[email-masked]>, AJ Hurry <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Tue, 3 Nov 2020 22:13:59 +0000

Hi all,

Today we had an escalation where a ticket was submitted by EPOS Sales rep. in Aug. and still open in AJ’s queue.
That could be our fault that haven’t clarified the customers divisions, but I also expect you to pay attention who is involved in a ticket.

To be aligned, from now on, let’s follow the below instruction until we put a guideline together.

Tickets to be handled only by L2:

  *   If an EPOS employee is involved
  *   If Nr. of devices involved are more than 20
  *   If the business potential is more than 50 devices
  *   If the customer is a high profile one,

How to check?

When there is a company email address, always check the customer’s profile, to see if there are/have been other tickets from that account

If yes, the customer should be either a reseller, a key account or high profile customer.

Consult L2 to find the customer’s profile if can’t decide

Ticket life time:

  *   If the ticket is in your queue for more than 1 month because you can’t provide a solution or the issue persist despite of all troubleshooting done,

the ticket needs to be escalated to L2,  if the ticket is older than 1 month because the customer is not responsive or slow on responding, then:

There is a macro called “Old tickets” all tickets older than 1 month need to have that macro included and the fields are filled out

@Pritish Nandi<mailto:[email-masked]> Could you also share this with Jessica and monitor to ensure it’s happening in L2?

Best regards,
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131 4960
Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk/enterprise/products/adapt-660-noise-cancelling-bluetooth-headset-1000200>

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