Subject: Re: Ticket# 240147
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>
Date: Thu, 18 Aug 2022 21:18:11 -0700 (MST)

Hi Sara, 

Thank you for highlighting this. 

This ticket came in EPOS L2 group directly and was assigned to Shadee by Daisuke. 

AJ is now handling the ticket. 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Thursday, August 18, 2022 6:44:49 PM 
Subject: RE: Ticket# 240147 

Hi Pritish, 

Regarding Allstate, ticket # 242239 was assigned to Shadee today. 

Can you please remind to L1 again that Allstate tickets need to be handled by L1 first? 

	

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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Josephine Veena Dorairaj, JVDO" < [ mailto:[email-masked] | [email-masked] ] >, "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [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://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 | https://eposaudio.zendesk.com/knowledge/articles/1260801297810/en-us?brand_id=992047&return_to=%2Fhc%2Fen-us%2Farticles%2F1260801297810 ] 

Thank you! 

	

Best regards 

Sara Aknooni 
Head of Global Support & Service, Global Operations 
+4544700124 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark