Subject: Basicxx Process
From: Pritish Nandi <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Date: Sun, 15 Nov 2015 07:01:52 +0530 (IST)

Hi Subir, 

Just to notify your that these agents should solve the tickets when they finish replying to the customer and not leave it under pending unless something internal is not needed to the done. 
If the Cs replied again the solved ticket would be automatically be open and come under pending. This should be the process and it seems nobody is following that. 

R egards, 
Pritish Nandi