Subject: RE: Review ticket #172892
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Date: Tue, 28 Sep 2021 07:13:29 +0000

Thank you Pritish!

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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From: Pritish Nandi <[email-masked]>
Sent: 28. september 2021 09:07
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>
Subject: Re: Review ticket #172892

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Hi Heta,

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

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[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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