Subject: Re: Ticket number 233279
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Date: Sat, 30 Jul 2022 07:33:47 +0000

Hi Pravesh,

Thank you for looking into it.
________________________________
From: Pravesh Singh <[email-masked]>
Sent: Saturday, July 30, 2022 2:05:16 AM
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Subject: Ticket number 233279

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Hi Heta,

Thank you for bringing this ticket to our attention. The customer opened the ticket with us on the 6th of July and we shared some troubleshooting. The agent made a mistake collecting the contact details, and we also missed attempting OB calls on follow-ups.

We were able to capture the correct email on the 19th of July. Again, we had to follow-up with the customer twice and the agent did try calling the customer. On 27th July, the ticket was escalated to Level 2 queue.

I've discussed this ticket with the agent and shared the feedback. I've also advised to be more attentive on the calls when gathering the details.

Best regards,
Pravesh Singh