Subject: Correct customer contact information in tickets
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: 'Pritish Nandi' <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Mon, 12 Jul 2021 14:57:56 +0000

Hi Pritish,

We have noticed that there is an increasing amount of tickets, where Level 1 agents haven’t correctly populated customer’s contact information to Zendesk. It is very important that phone numbers are added correctly and that the full name is written in the profile as well as the email address. Phone calls are often merged to the main ticket and the phone number is in cc, but not added to the customer’s information.

Could you please address this with the team.

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

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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