Subject: RE: Ticket# 240147
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Thu, 11 Aug 2022 11:27:18 +0000

Hi Pritish,

Thank you for the information.
I will see how to exclude Allstate from the tag's rules.

Best regards
Sara Aknooni
Head of Global Support & Service, Global Operations
+4544700124
EPOS Group A/S * Industriparken 27 * DK-2750 Ballerup * Denmark

From: Pritish Nandi <[email-masked]>
Sent: Thursday, August 11, 2022 11:33 AM
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>
Subject: Re: Ticket# 240147

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Hi Sara,

Thank you for a reminder. We are already aware of this procedure as Heta sent an email about it and also the agents are aware of the same. I see Jeet has already requested for basic info from the customer.

This ticket was assigned to EPOS L2 Group by Zendesk as Allstate is a key accounts and has a tag of key accounts.

Regards,
Pritish

________________________________
From: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>, "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, August 11, 2022 2:18:04 PM
Subject: FW: Ticket# 240147

Hi Pritish,

Allstate is one of our key accounts, but we have agreed with them that there will eb Basic troubleshooting prior to handling the Warranty case.
So before assigning the Allstate cases to Ross, please ensure that Basics are checked.
https://eposaudio.zendesk.com/knowledge/articles/1260801297810/en-us?brand_id=992047&return_to=%2Fhc%2Fen-us%2Farticles%2F1260801297810<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Feposaudio.zendesk.com%2Fknowledge%2Farticles%2F1260801297810%2Fen-us%3Fbrand_id%3D992047%26return_to%3D%252Fhc%252Fen-us%252Farticles%252F1260801297810&data=05%7C01%7Csrak%40eposaudio.com%7Ce1b32038f9c74f85c3aa08da7b7c815d%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637958071935228548%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=0W%2F%2FV77lP9v9WmkKt7YuRQBSgZ6YC2YBLly4XKvs%2F8Q%3D&reserved=0>
Thank you!

Best regards
Sara Aknooni
Head of Global Support & Service, Global Operations
+4544700124
EPOS Group A/S * Industriparken 27 * DK-2750 Ballerup * Denmark