Subject: Fwd: New macro structure & warranty procedure updates
From: Pritish Nandi <[email-masked]>
To: Sebastian <[email-masked]>, "Abhishek Tripathi" <[email-masked]>, "Adelina Paula. Bartes" <[email-masked]>, Arjun Hurry <[email-masked]>, "Denisa Alexandra . Magda" <[email-masked]>, "GRACE ODETTE. BOUSSI" <[email-masked]>, Ismail Lsm <[email-masked]>, Jeet Behera <[email-masked]>, Josie Lau <[email-masked]>, "Mary Grace . Matsumoto" <[email-masked]>, "Pravesh Singh" <[email-masked]>, "Shivangi Bhattacharya " <[email-masked]>, Sven Thiele <sven.t
Cc: ashish dabral <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 7 Sep 2022 21:44:12 -0700 (MST)

FYI 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Wednesday, September 7, 2022 7:46:47 PM 
Subject: New macro structure & warranty procedure updates 

Hi Pritish, 

As discussed, I cleaned the Zendesk macros up and here are some details about the changes. I also included some details about warranty procedure changes. Please let me know if you have any questions or concerns. Also let me know if there are any other templates that the warranty team uses regularly, then we can also create them as macros. 

    1. New Macro structure with the sections and subsections 

Templates 

Documentation (common macros for internal notes like case summary, next action and closing standard) 

Email (general customer facing email templates like greeting, signature and unresponsive customer follow up) 

Transfer (transfer to Level 2 and Customer Service macros) 

Enterprise 

Transfer (transfer to Enterprise Country Partners or other departments) 

Gaming 

Transfer (transfer to other departments, Country Partners and Customer Service) 

Email (gaming specific reply to unresponsive requester, due to the different contact phone numbers) 

Warranty 

Action (product shipped and closing shipping documents macros) 

Email (customer facing email templates for the return label, 

Webstore 

Action (designated closing macro for the webstore team) 

    1. Updates to the warranty procedure 

1) For collecting the RMA details we now have only 1 macro for all processes: Gather info for RMA - SNOW, SLTR & Replacement 

2) Once RMA details received and RMA approved, technical agent sends confirmation to the customer according to the process with one of the following macros: 

Reply with RMA confirmation - SNOW 

Reply with RMA confirmation - SLTR 

Reply with RMA confirmation - Replacement only 

3) For the warranty team: 

- Macro for sending the return label for SLTR and SNOW: UPS Return Label 

- Email to customer once we confirmed with the tracking that the product was delivered to the customer. Then the ticket is closed: 

Replacement delivered – SNOW or 

Replacement delivered - SLTR & Replacement only 

NOTE: We don’t inform customers of the estimated shipping date and tracking anymore, as they will receive an automated email with them, which we are referring to in the Reply with RMA confirmation macro. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen 
Global Support Lead, Global Support 
+45 4470 0148 

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

[ https://www.eposaudio.com/en/us/enterprise/products/adapt-660-amc-bluetooth-headset-1001125 ] 

[ https://www.eposaudio.com/ | eposaudio.com ] · Follow us here 	

[ https://www.facebook.com/eposenterprise ] [ https://twitter.com/eposaudio ] [ https://www.linkedin.com/company/eposaudio ] [ https://www.instagram.com/eposaudio/ ] [ https://www.youtube.com/c/EPOSEnterprise ]