Subject: Holiday ticket handover procedure
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Innocent Bohui (INBO)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Morris Frost (MOFT)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>, "Filip Trajkov (FITR)" <[email-masked]>, ashish <[email-masked]>, Udbhav Mishra <[email-masked]>, Nusan Dubey <[email-masked]>, Arjun Hurry <[email-masked]>
Cc: Andrés Figueroa (AFIG) <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Tue, 28 Jul 2020 07:28:48 +0000

Hello everyone,

Please make sure that you follow this procedure, if you will be out of office or are providing training and are unable to handle your tickets.

When an agent is to be absent from work, the following ticket handover procedure has to take place.

Absence under three days
Keep tickets
When agents are away for a period under three days, they keep their tickets, but make sure their tickets will not go over time during the absence.
During the weeks previous to the absence, the agent avoids setting dates within their absence.

Absence over three days
Empty own queue
When agents are going away for a period over three days, they make sure their queue is empty by the end of the last working day.
During the weeks previous to the absence, the agent agrees with customers to extend the SLA to after his return. This has to be done carefully and the customer has to agree.

With the tickets which date cannot be moved, the following procedure must take place:
* Agent summarizes the tickets with all actions taken and includes a clear Next Action with a date to an internal note.
* Agent sets the task, due date and status correctly.
* Agent assigns the tickets to other agents in their group.
* Agent sends an email to the team informing about their absence including the dates. Agent includes the ticket numbers of cases assigned to each agent in the email.
* Agent sets an Out of office message in Outlook defining a contact person during the absence.

Best regards,

Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark

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