Subject: Fwd: What all details required when escalating case through Zopin/Zendesk
From: Pritish Nandi <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Date: Sat, 16 May 2015 13:51:52 +0530 (IST)

From: "Pritish Nandi" <[email-masked]> 
To: "Rahul Singh" <[email-masked]>, "Bidyut Kumar" <[email-masked]>, "Binod Joshi" <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, "Eric Henry . Lakra" <[email-masked]>, "Devender Madan" <[email-masked]>, "Soumya Mukherjee" <[email-masked]>, "ashish Kar" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Mayank k . arora" <[email-masked]>, "M ramananda" <[email-masked]>, "Surajit Bhadra" <[email-masked]>, "Romesh Singh" <[email-masked]>, "S indra kumar . singh" <[email-masked]> 
Cc: "Deeksha Dadu" <[email-masked]> 
Sent: Saturday, May 16, 2015 12:20:44 PM 
Subject: What all details required when escalating case through Zopin/Zendesk 

Escalation Scenarios 

As mentioned in the last section, there are 7 major escalation Scenarios. The list of categories and the specific Macro to use are: 
Escalate to Member Services 
Use the Macro called “Escalate to Member Services” 
Include in your note the Member ID and a brief explanation of the issue and why it is being escalated. 
Escalate to Urgent 
Use the Macro called “Escalate Urgent” 
Include in your note the Member ID and a brief explanation of the issue and why it is being escalated. 
Mention the nature of the threat the Member made (ex. BBB, Attorney General, etc.) 
Escalate to Accounting 
Use the Macro called “Escalate to Accounting” 
Include in your note the Member ID and a brief explanation of the issue and why it is being escalated. 
Note: This should not include Payment Reissue questions or questions about a W9 that has been submitted to us. 
Escalate to Payments 
Use the Macro called “Escalate Payment Reissue” 
Include in your note the Member ID and a brief explanation of the issue and why it is being escalated. 
Escalate to Supervisor 
Use the Macro called “Escalate to Supervisor” 
Include in your note the Member ID and a brief explanation of the issue and why it is being escalated. 
Escalate to Review 
Use the Macro called “Escalate to Review” 
Include in your note the Member ID and a brief explanation of the issue and why it is being escalated. 
If there are probable duplicate accounts, please mention all Member IDs and why you believe them to be duplicate accounts. 
If there are probable foreign fraud accounts, please mention the country the Member listed and what country they are visiting from. 
If there is a website problem, please make sure to include the feature the problem is occurring with, and all other details the Member gave (URL, browser/version, etc.) 
Escalate to W9 
Use the Macro called “Escalate W9 Inquiry” 
Include in your note the Member ID and a brief explanation of the issue and why it is being escalated. 
Include the date that the Member submitted the W9. 

Regards, 
Pritish Nandi