Subject: Gaming Incoming call
From: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
To: "[email-masked]" <[email-masked]>, "Sebastien Manin (SEMN)" <[email-masked]>, "Erich Torrild (ERTL)" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Wed, 20 May 2020 10:35:46 +0000

Hi Team,

Please follow the below steps for incoming call tickets.

  1.  When there is no information about the product or issue, the Subject line should be written as Gaming, Incoming call
  2.  Agent has to call the customer first time if call wasn't answered again call the customer on the Next SLA, if customer is not responding, agents will close the ticket as Short call using closing short call macro
  3.  If customer answers the call, it should be handled like a normal ticket.

Let me know if you have any questions.

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 4470 0119
+45 2168 4511
Sennheiser Communications A/S* Industriparken 27 * DK-2750 Ballerup * Denmark

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