Subject: Duplicate tickets
From: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
To: Ismail Lsm <[email-masked]>, "Yamamoto, Akihiko" <[email-masked]>, "[email-masked]" <[email-masked]>, Jiaojia Chen <[email-masked]>, Kanak Bhatt <[email-masked]>, norbert reisenauer <[email-masked]>, mpiana josue <[email-masked]>, siddhartha kler <[email-masked]>, "[email-masked]" <[email-masked]>, pradeep.verma <[email-masked]>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Wed, 7 Oct 2020 10:19:44 +0000

Hi Team,

We have received few Duplicate tickets where RMA was processed for the same customer in two different tickets and also in some tickets I have seen 2 or more Agents troubleshooting the same issue in different tickets. This takes our time, so in order to avoid these things, please make sure you do the following for all new tickets assigned to you.

  1.  Copy customer's email address and paste in search bar to check if we have any other tickets or

Click on Customer's profile to see if they have any other tickets opened for the same issue.

  1.  If you find a ticket is duplicate, please merge it to the original ticket.

In few cases Customers are using different emails IDs and creating two tickets for RMA, if you see any such cases please raise it to me.

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 4470 0119
+45 2168 4511
Sennheiser Communications A/S* Industriparken 27 * DK-2750 Ballerup * Denmark

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