Subject: RE: Issue types and proposed solutions
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Innocent Bohui (INBO)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>, "Morris Frost (MOFT)" <[email-masked]>, "Temistocles Valdes (TEVL)" <[email-masked]>, "Vamsy Maddipati (VAMM)" <[email-masked]>, Pritish Nandi <[email-masked]>, Ismail Lsm <[email-masked]>, akihiko.yamamoto <[email-masked]>, "[email-masked]" <[email-masked]>, Jiaojia Chen <[email-masked]>, Siddhartha Kler <
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Thu, 12 Nov 2020 08:51:21 +0000

Hello everyone,

Thank you for your suggestions. We will work on implementing new issue types and proposed solutions in Zendesk.

From: Heta Nyrhinen (HNYR)
Sent: 9. november 2020 08:48
To: Innocent Bohui (INBO) <[email-masked]>; Christopher Kurek (CKUR) <[email-masked]>; Muhammad Ali (MUAI) <[email-masked]>; Matthew Broadley (MAEY) <[email-masked]>; Morris Frost (MOFT) <[email-masked]>; Temistocles Valdes (TEVL) <[email-masked]>; Vamsy Maddipati (VAMM) <[email-masked]>; Pritish Nandi <[email-masked]>; Ismail Lsm <[email-masked]>; akihiko.yamamoto <[email-masked]>; [email-masked]; Jiaojia Chen <[email-masked]>; Siddhartha Kler <[email-masked]>; Arjun Hurry <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>
Subject: Issue types and proposed solutions

Hello everyone,

We would like to improve the issue type and proposed solutions fields. Please have a think about, which entries are missing on the lists and send me your suggestions by Wednesday 11th November.

Current Issue types
Audio
Hardware
Marketing
Other
Setup
Software
Cuts in and out
Accessory enquiry
Product information
Callback request
Connection being lost
Device in SDFU mode
Echo A-side
Battery defect
Where to buy
General enquiry Do not use
Guidance
Firmware update fails
Echo B-side
Buttons defect
HS trial request
New Feature
No Call Control
HeadSetup general questions
No sound
Compatibility Guidance

Non CCO
No connection
HeadSetup installation issues
No sound A-side
Cord defect

Duplicate
Not pairing
HeadSetup stops working /crashes
No sound B-side
Physical damage

Not in this list

Unwanted side-effects
Noise A-side
Short battery life

Updater general questions
Noise B-side
Update CG request

Updater installation issues
Poor volume A-side
Unresponsive unit

Updater stops working / crashes
Poor volume B-side
Spare part enquiry

HSUP general questions
Ringtone issues
Not charging

HSUP crashes
Voice prompt issues
DOA

HSUP installation issues
Crackling noise

HSUP Manager

SDK request

HSUP demo trial
New Issue types
Audio
Hardware
Marketing
Other
Setup
Software

Current Proposed Solution
New Proposed Solution
Change hardware configuration
Change software configuration
Charge
Compatibility guide updated
Firmware downgrade
Firmware update
Provided KB FAQ
Referred to User Manual
Provided Video Tutorial

Re-pair

Referred to Compatibility Guide

Referred to country partner

Referred to reseller

Referred to subsidiary
Referred to vendor
Reinstall
Reset
Suggest other product
Swap
Swap (engineering change)
Take notice Do not Use
Workaround
Provided pre-sales information
Provided report

Working as designed

Provided warranty information

Referred to 3rd party manufacturer

Referred to Sales Representative

Escalated to Customer Service

Deskphone update

Thank you for your contribution!

Best regards,

Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

Sennheiser Communications A/S * Industriparken 27 * DK-2750 Ballerup * Denmark

eposaudio.com<https://www.eposaudio.com/> * Follow us here
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