Subject: Tickets not handled properly
From: Subir Chakma <[email-masked]>
To: Anand Babu <[email-masked]>, "Soumaya Zahiri" <[email-masked]>, "Karan Sehgal" <[email-masked]>, "Gopal Chaudhary" <[email-masked]>
Date: Mon, 7 Dec 2015 17:00:09 +0530 (IST)

LTK1221604677834X- Anand - It was a simple value amendment request but you put in Amandeep queue. This is simply not acceptable pls. 

LTK1221604680958X - Anand - 
- Do not transfer ticket like you did here. Standard procedure is to send an acknowledgement email to customer, and then put a note and re-assign to Concierge skill queue. Do not transfer to personal queue like this. 

LTK1221604681472X - Soumaya - Just because the ticket looks complicated does not mean you will pass on the ticket to another agent. Please try to understand, take help of a senior and resolve the case. Incase, after due investigation you are not able to resolve it, send an email to customer that you would need the case reviewed by seniors, put a note, escalate to L2. Thats a proper way to handle it. Do not transfer to personal queue like this. 

LTK1221604680280X - Gopal, Karan - Do not transfer ticket like you did here. Standard procedure is to send an acknowledgement email to customer, and then put a note and re-assign to Concierge skill queue. Do not transfer to personal queue like this. 

Regards