Subject: No Response Ticket Follow up Procedure
From: Pritish Nandi <[email-masked]>
To: Charlotte Jansen <[email-masked]>
Date: Sun, 29 Dec 2019 04:58:24 -0700 (MST)

Hi Charlotte, 

Just wanted to understand that how much time should we wait when closing AV related tickets when customers are not responding. We are sending multiple follow up emails to customers for confirming AV issue however not receiving replies. 

I understand that we would have delay in replied due to Holiday season. However, how much time do you think we should wait before we can send them a closure response. 

At this time we are trying to send 4-5 responses also trying to reach via phone. If we see they have stable playback without errors we send a final follow up advising that we can see the playback is smooth and we will close this ticket in couple of days. 

Please advise. 

Regards, 
Pritish Nandi