Subject: Re: Review ticket #172892
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>
Date: Tue, 28 Sep 2021 00:06:38 -0700 (MST)

Hi Heta, 

I will address this with Dipanshu now and advise the team again. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Tuesday, September 28, 2021 12:33:15 PM 
Subject: Review ticket #172892 

Hi Pritish, 

Could you please review ticket #172892? The agent kept the ticket for quite a long time before escalating to L2. Also they already confirmed what they thought was a feature to the customer before checking with L2. 

The answer regarding EPOS Connect/Manager is not very good either. 

Can we again enforce that agents escalate the tickets directly whenever there is something unclear? Atlas Gentech is also quite a high profile reseller and we should have moved faster. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

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

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