Subject: Zendesk issue types and proposed solutions updates
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Hamed Rahnama (HARH)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Ross Martowski (ROMR)" <[email-masked]>, "Daisuke Murata (DIUM)" <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Tue, 23 Nov 2021 12:39:14 +0000

Hi team,

We have started implementing new issue types and proposed solutions to Zendesk. Please flag to me, if you encounter any issues and if you have any further feedback.

The new Enterprise categories are below and there will be a category called "Old" for now, which shouldn't be used.

Issue types

Audio
Video
Hardware
Software
Setup
Other
No sound
Blurry picture
Unresponsive unit
Firmware update fails
No Call Control
Product information
No sound A-side
Pixelated picture
Not charging
EPOS Connect installation fails
Not pairing
New Feature
No sound B-side
Black screen
Short battery life
EPOS Connect crashes
No connection
Pre-sales enquiry
No sound on one side
Low frame rate
Battery defect
Softphone not recognized in EPOS Connect
Connection being lost
Where to buy
Noise A-side
Freezing video
Cord defect
EPOS Manager Cloud new tenant request
Call drops
Product trial request
Noise B-side
Cutting video
Buttons defect
EPOS Manager OnPremises new tenant request
No mute sync
Document request
Poor volume A-side
Video lag
DOA
EPOS Manager OnPremises installation issues
No volume sync
Partner Portal query
Poor volume B-side
Video conference crashes
Device bricked
EPOS Connect feature question
No Hold function
Warranty query
Echo A-side
Base crashing
EPOS Manager feature question
Call transfer not working
Unable to sign in
Echo B-side
Powering off
EPOS Manager update deployment
Softphone UI related issues
Not in this list
Crackling noise
Device not detected
EPOS Connect mobile application issue
Guidance
Duplicate
Cuts in and out
Headset has no connection to base
SDK request
Compatibility information
White noise
Headband broken
Compatibility Guide update request
Metallic sound
Magnet damaged
Audio latency
Other damaged part
No dial tone
Repair request
Sidetone not working
Slow charging
ANC not working
Accessory enquiry
Talkthrough not working
Spare part enquiry
Ringtone issues
Voice prompt issues

Proposed solutions

Device
Software
Setup
Referral
Document
RMA
Other
Firmware update
Reinstall
Change PC settings
Referred to reseller
Provided KB FAQ
Swap
Working as designed
Firmware downgrade
Change software configuration
Change hardware configuration
Referred to country partner
Referred to User Manual
Swap by 3rd party
Workaround
Reset
Change EPOS Connect settings
Deskphone update
Referred to 3rd party manufacturer
Provided Video Tutorial
RMA declined (out of warranty)
Suggest other product
Re-pair
EPOS Connect update
Referred to Compatibility Guide
Referred to Sales Representative
Provided report
RMA declined (physical damage)
Provided pre-sales information
Charge
Software update
Compatibility Guide updated
Escalated to Customer Service
Provided warranty information
Unresponsive customer
Change headset settings
Referred to Partner Portal team
Goodwill solution
Referred to ATC team
Not in this list

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
<https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw>
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