Subject: URGENT- ticket handling in Pritish's absence
From: Deeksha Dadu <[email-masked]>
To: Arjun LSM AJ <[email-masked]>, Anush Saxena <[email-masked]>, Bharat Sharma <[email-masked]>, Olesia Dhas <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>
Date: Tue, 26 Nov 2019 10:52:41 +0000

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