Subject: Re: EPOS General feedback for Tickets
From: Akihiko Yamamoto <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Mon, 11 May 2020 16:32:31 -0700 (MST)

Hi Pritish, 

Thank you for the email. 
This will really help us. 

Thank you and sorry for late response. 

Yamamoto 

From: "Pritish Nandi" <[email-masked]> 
To: "epos" <[email-masked]> 
Cc: "saurabh" <[email-masked]> 
Sent: Sunday, May 10, 2020 9:19:47 PM 
Subject: EPOS General feedback for Tickets 

Hi Team, 

I have looked into a few random tickets which were handled by you and noticed a few areas of improvement in general which is common for all. Please make sure you follow the correct procedure for Zendesk going forward. 

1. Always make sure that you are changing the name of the customer and adding a phone number in the profile. Everybody has been asked to do so in the Training. 

2. You must select a country always and if you do not see the country mentioned then you should always ask the customer in your reply. 

3. You always need to add the case summary at the beginning and then only write the reply to the customer. After replying to the customer, you should add the next action on the case. 

4. The case summary should be correct and have all the information provided by the customer. 

5. The next action should mention what you have advised the customer to do. 

6. Whenever solving the ticket you must select the Proposed solution. 

7. The follow-up email for closure should be correct and not one-liner “We are closing this ticket”. Please use the “unresponsive macro” or the attached canned responses. 

8. Always use the closing template after you close a ticket. 

9. Always send a reply to the customer even if the issue is resolved. 

Also, shared some 1-0-1 feedback on tickets where the issue resolution was incorrect. 

We will discuss this on a quick call tomorrow for further clarification. 

Regards, 

Pritish Nandi