Subject: Re: Correct customer contact information in tickets
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Tue, 13 Jul 2021 06:21:09 +0000

Hi Pritish,

The instruction is only not to amend the email address. That should be done by a supervisor. The name and phone number should still be added to the customer’s profile.

Could you please change the process on your side and advise the agents how to do it correctly?

On 13 Jul 2021, at 08.13, Pritish Nandi <[email-masked]> wrote:

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Heta,

Could you please advise if this is not done in the actual profile of the customer or in the left hand side fields?

We have been advised not to do any changes in the customer profile due to GDPR errors which happened last time. So nobody is adding any details in the actual profile of the customer but everything is added in legft hand side fields.

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]>
To: "Pritish Nandi" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>
Sent: Monday, July 12, 2021 8:27:56 PM
Subject: Correct customer contact information in tickets

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
<https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7Cfe03e59377544dd564a808d945c54ce9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637617535973683555%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=8MZ8%2BLq6N9VyR76hzB0quj7fWlJKmeb6oIo%2FGgsxOgc%3D&reserved=0>

eposaudio.com<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cfe03e59377544dd564a808d945c54ce9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637617535973693546%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=OnNHJH3hUWxzlnycf%2FpKFKEIyd3UQRft7rCyPNdbalY%3D&reserved=0> · Follow us here
<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Chnyr%40eposaudio.com%7Cfe03e59377544dd564a808d945c54ce9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637617535973693546%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=GQCOG5LuUluvXNQvxJLGDG0xqbKn5qeWkBG%2BoyciNsw%3D&reserved=0>
<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Chnyr%40eposaudio.com%7Cfe03e59377544dd564a808d945c54ce9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637617535973703540%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=5w%2BsqAF1faBHjjlM6a9ygL5WcKtpDdVjjsZBuPEPLXE%3D&reserved=0>
<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cfe03e59377544dd564a808d945c54ce9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637617535973703540%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=%2Ba%2BSwTzJOtgUYzf9qog%2F2B7sHp2GU7ULi%2FSY1DlOhSw%3D&reserved=0>
<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cfe03e59377544dd564a808d945c54ce9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637617535973713534%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Bqn9XG7bmy8uDw65FJyK0vSxvyIjArPPsEjQoal93gE%3D&reserved=0>
<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Chnyr%40eposaudio.com%7Cfe03e59377544dd564a808d945c54ce9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637617535973723530%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=TJRYzv4NV89%2FG0lbVVIpuqT%2FO49NkZvK4UHHMlstFgE%3D&reserved=0>