Subject: SSBS HELPDESK- EMAIL HANDLING, ADDITIONAL TASK
From: Subir Chakma <[email-masked]>
To: "Subir Chakma" <[email-masked]>, Ahmed Samir <[email-masked]>, Moustafa <[email-masked]>, Mohammed Asraf <[email-masked]>, Ehab Hussien Abdelaal Qabeel <[email-masked]>, Jyotika Baluni <[email-masked]>, Vikram Saraswat <[email-masked]>
Date: Tue, 2 May 2017 16:35:26 +0530 (IST)

SSBS HELPDESK- EMAIL HANDLING, ADDITIONAL TASK 

Dear all, 

We have been assigned to manage the Helpdesk via three mediums. 
- Phone (Avaya) 
- ME (SSBS system) 
- Email (Outlook- similar to gmail account) 

We've been already managing Phone & ME. Email was suppose to be handled by us as well. However, we never had an email account and client was not even aware of the same. Therefore, they have set up a separate Email account for us for which login will be shared separately. 

Email Handling- 
Once an email come to the inbox, we have to reply and at the same time create an Incident/Service request from SSBS system and assign it to the relevant technician as is the procedure. Make sure you give the first line of response as well. 

We've sent some questions to the client regarding the Email handling procedure. Please read them yourself and familiarize yourself. 

"Please find the answer of your questions below: 

· Do we need to generate ticket via ME for all the email received in weekends? 
- Of course, this is the way that our technician get the notification of new requests. Some engineers do not have time to follow up with all the email, as it is the help desk responsibility to keep monitoring the emails and then assign it to the right technician. 

· Will there be simultaneous communication over the email and ME for the complaint raised with us? 
- For the time being, yes, since not all the users are using ME to reply to their requests. 

· If there is any follow up email, do we need to reply on the email OR via ME? 
- If it is a follow up email, you will need to forward it to the responsible technician and open new ticket if it needs to. Some requests needs more than one person to be completed. 

· How to locate Request ID (ticket ID) for the complaint received through email, in case of follow up complaint. 
-You will need to workaround to get to these requests, either by searching by the subject of the email, or by searching the tickets under that user." 

_____________ 

Subir Chakma 
Operations 
LiveSalesman.com 

Phone: +91 120 4332621, Ext: 2 3 
Mob: +91 9716481117 
Skype: subirlsm