Subject: Reason Cases closed in Zendesk but open in AE
From: Sumit Gogia <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: Subir Chakma <[email-masked]>
Date: Sun, 5 Nov 2017 02:53:52 +0530 (IST)

Dear Sir, 

As discussed please find below the reasons with an example where Zendesk tickets are getting close but AE tickets remains open. 

Warehouse replied on AE ticket id- 201723109. They replied with DHL tracking number 2413367585 and given shipment status "Shipped". As warehouse changed the shipment status "shipped" in AE. An automated reply went to customer and Zendesk ticket got close (PFE for zendesk ticket status after autoreply). Warehouse given incorrect tracking number 2413367585 so I can not close the AE request until I receive correct tracking number from warehouse. 

Where we receive incorrect or incomplete reply from warehouse with shipment status "Shipped" in AE, Zendesk ticket get close automatically with an automated reply. Below are the few examples where warehouse given incorrect or incomplete reply with status "shipped. 

Zendesk Ticket ID- Shipment ID -Remarks 

201719698- 12580767- As per warehouse shipment delivered and given status "Shipped" but they do not have tracking number, cx saying not delivered yet and asking for delivery proof. 

201720362- 12608295 As per warehouse shipment dispatched and given status "shipped" but call tag tracking number not showing any status 

201724824- 12796099,12796155- Dispatched only one shipment out of 2 but warehouse given status "SHIPPED" however one shipment is still lying at our warehouse. 

With Regards, 
Sumit.