Subject: Ticket 88226
From: Andrés Figueroa (AFIG) <[email-masked]>
To: "Matthew Broadley (MAEY)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>, "Yamamoto, Akihiko" <[email-masked]>
Date: Sun, 16 Aug 2020 20:08:22 +0000

The ticket 88226 hasn't been updated in long time and no one seems to feel responsible.
The ticket is in your name Matthew which makes you accountable for it. Can you explain how comes you can have
tickets unattended in this way?

Yama, you have been updating this ticket but I do not see you highlighting the lack of update to anyone. You are supposed to contact management if the service
we provide is not premium.

Pritish where do you think the responsibility lies here?

Yuko we want to make you responsible for Japan, this means that you have to have control over all the tickets that are in Japan. Japanese tickets can only be assigned
to Yama for Gaming and you for Enterprise. If you see that a ticket is assigned to a non-Japanese agent, you have to question that decision and make sure the tickets
are updated if you get no results, you have to escalate to management and fast. You cant wait many days without response from the agent you are questioning.

Thanks

Andrés Figueroa
Head of Global Support & Service
+45 5618 0303

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