Subject: FW: Ticket handling feedback from Sales
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Abhishek Kumar <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Date: Tue, 28 Sep 2021 09:26:26 +0000

Hi Abhishek,

Regarding the email below and as discussed before, please ensure that the Level 1 agents are using the correct format when summarizing tickets.

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: Sara Aknooni (SRAK) <[email-masked]>
Sent: 28. september 2021 10:34
To: Heta Nyrhinen (HNYR) <[email-masked]>; Christopher Kurek (CKUR) <[email-masked]>; Muhammad Ali (MUAI) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Hamed Rahnama (HARH) <[email-masked]>; Daisuke Murata (DIUM) <[email-masked]>; Matthew Broadley (MAEY) <[email-masked]>; Temistocles Valdes (TEVL) <[email-masked]>; Ross Martowski (ROMR) <[email-masked]>; Pritish Nandi <[email-masked]>
Subject: RE: Ticket handling feedback from Sales

Hi Heta,

I think part of the issue is the redundant and extremely long summaries made by L1 which makes it difficult to catch important data and sometimes unreliable for L2, so they double check.
I’ve faced many tickets where the summary is repeated without any updates and includes all chats and emails sent by customers,
On my opinion, Abhishek should work with L1 to learn how to summarize and which information to be included in a summary.

Best regards​​
Sara Aknooni
Team Manager
Global Support and Service
+45 4470 0124
+45 7131  4960

From: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, September 28, 2021 8:34 AM
To: Christopher Kurek (CKUR) <[email-masked]<mailto:[email-masked]>>; Muhammad Ali (MUAI) <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>; Hamed Rahnama (HARH) <[email-masked]<mailto:[email-masked]>>; Daisuke Murata (DIUM) <[email-masked]<mailto:[email-masked]>>; Matthew Broadley (MAEY) <[email-masked]<mailto:[email-masked]>>; Temistocles Valdes (TEVL) <[email-masked]<mailto:[email-masked]>>; Ross Martowski (ROMR) <[email-masked]<mailto:[email-masked]>>; Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Subject: Ticket handling feedback from Sales
Importance: High

Hi team,

The Sales team gave feedback that we are often asking customers and Sales reps for same things that they have already told us in their initial reports. So please always check carefully, what information we already have and don’t ask for the same things.

If a ticket is split to two different issues, summarize all the information and take reference to the other ticket. It is very important to have precise summaries so that you have all the information at first glance.

@Pritish Nandi<mailto:[email-masked]> Please ensure that the Level 1 agents also pay attention to this.

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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