Subject: Pending Tickets (Waiting on Customer and Waiting on 3rd party)
From: Jessie Caparas <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Date: Fri, 23 Aug 2019 08:04:14 +0000

Hi Seeta and Abdullah,

Any tickets waiting on customer should be closed after 24 hours if there is no reply from the customer.

Add a note on the ticket before closing.

Also, the agents should spend 1 hour per day to check all waiting on third party tickets to check if the internal team has replied or provided a resolution.

The customer's has to be notified as well that we are still working on the cases (if it remains unresolved).

Any ticket with no reply from the 3rd party team for 24 hours should be immediately raised to us with the complete details and agents can also update the sheet which we have shared earlier.

Let me know if there is any clarification and suggestion from your side.

Regards,
Jessie
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