Subject: Basicxx updates- IMP & URGENT
From: Subir Chakma <[email-masked]>
To: "Eman Sharafeldein" <[email-masked]>, "Mahir Lubbad" <[email-masked]>, Majed Alkanad <[email-masked]>, Sami Ben Younes <[email-masked]>, "Soumaya Zahiri" <[email-masked]>, "Subir Chakma" <[email-masked]>
Date: Sat, 27 Feb 2016 00:34:44 +0530 (IST)

Dear all, 

Very important updates- 

Do NOT escalate directly to Jitesh: 

Do NOT escalate anything to Jitesh directly. All the escalation to Jitesh must be routed through me (Subir). 
Please put a note and keep the ticket pending, and send the Ticket number on SLACK under Borderlinx > Basicxx Issues 

Do NOT escalate to other departments from same email (Zendesk): 

All escalations to other departments like SMSA, Soudh etc.. must be done under a NEW ticket. 
You will have to put notes on both the tickets- Put a note in customer ticket with the escalated ID, and vice versa 

SCRIPTS - USE IT 

I've attached scripts that you can use to response to the customers on Chats/Email. Its in English and will have it translated in Arabic for easy reference. 

Please stick to the procedure stated. All must be very clear on all the discussed topics. I'll continue to work over the weekend to make a complete script based manual. 

Regards, 
Subir