Subject: Re: Updating Customer Profile In Zendesk - Manual
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>, ashish dabral <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Sat, 26 Feb 2022 03:41:56 -0700 (MST)

Hi Heta and Josephine, 

Attached is the final version of the document both in Word and PDF formats. 

Please do let me know if you need any further amendments to this. 

Regards, 
Pritish 

From: "Pritish Nandi" <[email-masked]> 
To: "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Friday, February 25, 2022 1:42:29 PM 
Subject: Re: Updating Customer Profile In Zendesk - Manual 

Thank you, Heta, 

I will update the documents accordingly. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Sent: Friday, February 25, 2022 12:35:37 PM 
Subject: RE: Updating Customer Profile In Zendesk - Manual 

Hi Pritish, 

Here is a reminder about a few more points to add to the document/videos. 

    * How to add a fully new profile with the Add User function, if no previous contact details exist. 

    * Phone numbers should be added to Zendesk in format +countrycodephonenumber (+4512345678) without spaces or any punctuation. If agents find different formats in the accounts, they should be corrected. 

    * For merging accounts it is important to know which will be the “parent account”, the one with the primary email address (not @example.com). The example.com account should be merged into the parent account to become the secondary email. We shouldn’t have it as the primary email if we have another email address for the customer. 

Maybe you will find further details when making the videos. It would be important to present the basic things in a simple way first and then some other scenarios can always be added. A short video for each subject is better. 

Thank you for your efforts! 

	

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

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From: Heta Nyrhinen (HNYR) <[email-masked]> 
Sent: 21. februar 2022 10:06 
To: Pritish Nandi <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]>; Ashish Dabral <[email-masked]>; Saurabh Dadu <[email-masked]>; deeksha <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Subject: RE: Updating Customer Profile In Zendesk - Manual 

Hi Pritish, 

Thank you for making this. As agreed on the phone call, please categorize the scenarios to the ones below and plan to make screengrab videos for each scenario. The instructions should be as simple as possible to avoid mistakes. 

    1. Creating a new account 

    1. Updating an existing account 

    1. Merging accounts 

I have amended the document slightly and attached the newest version. We should trial this for about one month with the supervisors and update the procedure if needed. After that we should give the agents the user account editing rights back. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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From: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 19. februar 2022 15:31 
To: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; deeksha < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Updating Customer Profile In Zendesk - Manual 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Heta, 

I have created a manual with scenarios when and how to update contact details or customer profile. 

Could you please have a look and advise if you think it is fine to share with agents? 

If you would like to add anything or correct anything here. 

Regards, 

Pritish Nandi