Subject: Ticket number 233279
From: Pravesh Singh <[email-masked]>
To: hnyr <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Date: Fri, 29 Jul 2022 17:05:16 -0700 (MST)

Hi Heta, 

Thank you for bringing this ticket to our attention. The customer opened the ticket with us on the 6th of July and we shared some troubleshooting. The agent made a mistake collecting the contact details, and we also missed attempting OB calls on follow-ups. 

We were able to capture the correct email on the 19th of July. Again, we had to follow-up with the customer twice and the agent did try calling the customer. On 27th July, the ticket was escalated to Level 2 queue. 

I've discussed this ticket with the agent and shared the feedback. I've also advised to be more attentive on the calls when gathering the details. 

Best regards, 
Pravesh Singh