Subject: RE: German tickets
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: "Innocent Bohui (INBO)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Vamsy Maddipati (VAMM)" <[email-masked]>, "Temistocles Valdes (TEVL)" <[email-masked]>, "Morris Frost (MOFT)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Tue, 19 Jan 2021 14:28:02 +0000

Hi team,

I’ve heard that majority of these tickets don’t have a proper summary.
Please flag if you are having the same view, so I address it to Pritish.

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

From: Sara Aknooni (SRAK)
Sent: Tuesday, January 19, 2021 2:02 PM
To: Innocent Bohui (INBO) <[email-masked]>; Christopher Kurek (CKUR) <[email-masked]>; Vamsy Maddipati (VAMM) <[email-masked]>; Temistocles Valdes (TEVL) <[email-masked]>; Morris Frost (MOFT) <[email-masked]>; Matthew Broadley (MAEY) <[email-masked]>
Cc: Pritish Nandi <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>
Subject: German tickets

Hi every one,

As talked to some of you already, our workload of L1 German agents is too high that they can’t deal with it,
Since L2 has less tickets these days, we couldn’t find any other way than dividing 70 tickets of each of them between you.

What you should do now?
You should translate the ticket first, if the summary is not descriptive enough, then write an English reply in “ Internal note” and assign back to the German agent who had the ticket before.
They will only translate your email and send to the customer.
Please remember to not write a comment or note, you should write a full email, so L1 agent don’t need to rewrite it, they will just translate.

Chris will also assist us with handling the German lines, some hours a day.
We are in process of recruiting more German agents, until then we need to take care of the workload.

Thank you for your cooperation and support.

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