Subject: EPOS Feedback
From: Pritish Nandi <[email-masked]>
To: "Akihiko Yamamoto, LSM" <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Sun, 10 May 2020 08:52:22 -0700 (MST)

Hi Yama, 

See your feedback. 

82042 

1. Never informed the customer that we are closing tickets 
2. Did not follow the closing template 
3. Proposed solution was not selected 	

Could have advised the customer that we are closing the ticket as he agreed to wait for the dongle to arrive. We should have added the closing summary and added the closing resolution. Also, should have selected the proposed solution field in Zendesk. 

81699 

1. Never confirmed if the issue is resolved after following the steps in the article. The agent did not even bother to send an email. 
2. Did not follow the closing template 
3. The proposed solution was not selected 	

He could have advised the customer that we are closing the ticket as he was able to follow the steps sent by the previous colleague. He should have added the closing summary and added the closing resolution. Also, should have selected the proposed solution field in Zendesk. 

80750 

1. Never replied to the customer. 
2. Did not follow the closing template 
3. Proposed solution was not selected 	

Could have advised the customer that we are closing the ticket as he was able to follow the steps sent by the previous colleague. Should have added the closing summary and added the closing resolution. Also, should have selected the proposed solution field in Zendesk. 

80314 

1. In case the summery agent has written about the basic T/S steps however did not provide it to the customer. 
2. Did not add the phone number in the profile 	

1. Should have provided the Steps on how to set up the Headset as default headset and not the GSA 70. 
2. Did not ask to check with other device or USB port specifically 2.0 ports 
3. Did not ask to reinstall the drivers and reinstall Gaming suite 
4. Should have asked to check firmware and update if not the latest. 

Regards, 
Pritish Nandi