Subject: Blx ticket review- Feedbacks - Urgent&imp
From: Subir Chakma <[email-masked]>
To: "Ahmed Mohd" <[email-masked]>, "Amandeep Jangra" <[email-masked]>, amitchatterjee <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Iftekhar Ahmed" <[email-masked]>, Jessica yan <[email-masked]>, Jupiter Wu <[email-masked]>, "Kartik p . rao" <[email-masked]>, "Mustafa Fouad. Serageldien" <[email-masked]>, "Ravikant Saini" <[email-masked]>, "Sameek Chakraborty" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Sumit Gogia" <[email-masked]>, "Ahmed Abdalsamad Mohammed. A
Date: Mon, 14 Sep 2015 22:51:07 +0530 (IST)

LTK1221604481960X - Wafi - Received email on September 10, ticket was assigned to Wafi same day, but left unattended. Ticket re-taken on September 12 and released as PI without any response to customer on September 13. 

Today is September 14 and customer has not received a response from us after 4 days. 

Wafi, I need an explanation why the customer ticket was handled irresponsibly leading to delay and negligence. 

LTK1221604485650X - Mohammad Ahmed - Ticket has a note for L3 for storage adjustment, but was left PI in L1 without any escalation. It is important that you escalate properly to relevant department, and most important is to confirm after escalation that it was done properly. 

Careless mistake leads to delay and frustration to the customer. 

LTK1221604480835X - Sumit - Ticket was not released as To Me. It got queued to L1 general queue. 

LTK1221604271415X - Kartik - Ticket was not released as To Me. It got queued to L1 general queue. 

LTK1221604486452X, LTK1221604486464X, LTK1221604486417X - Mustafa - Ticket assigned on September 12, and left in workspace. No response to customer as of today, Sep 14. 

LTK1221604471085X - Sameek/Mustafa - Sameek send a closure email but left the ticket pending customer. 
Mustafa took the ticket on September 12 and released it as pending customer. 

The ticket should have been closed in both cases. But neither did, and the ticket is still in general queue now. It will waste another agent's time to bring a final closure. 

Regards