Subject: Re: LSM Supervisors - ticket handling
From: Pritish Nandi <[email-masked]>
To: "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Cc: Pravesh Singh <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>
Date: Tue, 26 Jul 2022 03:47:03 -0700 (MST)

Hi Josephione, 

Thank you for your advise. We will follow the same and we apologize if this was not the correct thing to do as we trusted the information from CS. 

Just want to bring one thing to your attention that it would be helpful if we discuss an action plan proactively in situations like this. Most of the time we get into a situation where we are confused. 

Regards, 
Pritish 

From: "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Pravesh Singh" <[email-masked]> 
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Tuesday, July 26, 2022 3:45:23 PM 
Subject: LSM Supervisors - ticket handling 

Hi Both, 

I have seen in few tickets where you have advised the agents or customers based on the internal comments/ CS replies of other tickets that has similar situation. For example, in APAC GSP 370 RMA cases I saw Pritish has written as “stock availability mid-august” but this information was not shared by L2. 

It seems this information was found in one of the RMA tickets where CS APAC has mentioned about stock availability. Please keep in mind that the stock availabilities can change often, the same goes for RMA approval or declines. 

It is better you escalate the tickets to L2 Queue or Gaming escalations queue when you are in doubt, please do not take other tickets as reference and proceed. 

	

Venlig hilsen / Best regards 

Josephine Veena Dorairaj 
Technical Support Specialist, Global Support and Services 
+45 21684511 

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

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