Subject: Tickets
From: Andrés Figueroa (AFIG) <[email-masked]>
To: "Innocent Bohui (INBO)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Morris Frost (MOFT)" <[email-masked]>, "Jason Simone (JSIO)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>, "Filip Trajkov (FITR)" <[email-masked]>
Date: Mon, 15 Jun 2020 07:29:27 +0000

Hi Team,
Not sure if the Project Managers have informed you but Filip and Matthew have gone and are still going through your queues reviewing your old tickets to advance them.
We should aim at only having tickets that are 2 weeks old unless there is something with Quality. In the first two weeks I expect we have already and understanding of the
problem and how to solve it. If not contact the experts.
I know that some customers are not responsive. If this is the case, contact the sales rep for that area and ask for their help if the case is very important if not, close after two
SLAs, but remember that you cannot close unless you have called the customer (if there is a phone)

Regards
Andres

Andrés Figueroa
Head of Global Support & Service
+45 5618 0303

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