Subject: Old issues
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Innocent Bohui (INBO)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Morris Frost (MOFT)" <[email-masked]>, "Jason Simone (JSIO)" <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: "Filip Trajkov (FITR)" <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>
Date: Tue, 16 Jun 2020 09:21:29 +0000

Dear team,

As talked yesterday, please be more attentive to your Old tickets.
Check your queue every day and look into your tickets which are older than 1 month.

They are several reasons why a ticket has got old,
I have tried to brief them here along with the best action to take:

  1.  Unresponsive customer

Close the case after 2 SLA after informing the customer that they can create a Follow up ticket

  1.  Customer is not available until a certain date

Write an internal note that the customer is not available until xdate. This note should be the latest update on the ticket.

  1.  Issue is not replicable for us but it’s occurring in the customer side

Discuss the issue with Filip or Matthew. If they approve, you will create a Quality case or they will propose other possibilities

  1.  Stuck in troubleshooting

Search in Zendesk

Search in the products’ User’s manual

Search in the Knowledge Base

Discuss the issue with Filip or Matthew

  1.  Not compatible setup

Inform the customer that we are not compatible

If the customer is insisting, discuss with Filip and Matthew for the possible solution

  1.  Stuck in finding the correct procedure

Discuss the issue with Sara and Heta

Don’t forget that all of you are part of the Global Support Teams group, so it’s always possible to consult with the team and ask for a solution.

Thank you!

Best regards,
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131 4960
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