Properties for other cases that get resolved, pending, duplicate close, unable to connect and call back:
Status - Select as per the call status
Purifier ID - Cx PID
Ticket type - Request / Complaint / Escalation / General query / Feedback
Type - On support
Type of Issue/Complaint - As per the issue
Priority - Low, medium, and high (as per the issue)
POC - Automation (Always)
Group - Support
Agent - Your name
Properties for scheduling technician visits:
Status - Assigned to Ops
Purifier ID - Cx PID
Ticket type - Request / Complaint
Type - Device issue tech visit required
Technician Visit Date - As per the slot availability
Technician Visit Time Slot - As per the slot availability
Type of Issue/Complaint - Taste, TDS, slow filtration, dirt, and insects etc.
Priority - Low, medium, and high (as per the issue)
POC - Automation (Always)
Group - Operations
Agent - Anis Emmanuel
Properties for moving the ticket to the collection team:
Status - Assigned to Collections Team
Purifier ID - Cx PID
Ticket type - Request / Complaint / Escalation / General query / Feedback
Type of Issue/Complaint - Payment Due.
Priority - Low, medium, and high (as per the issue)
POC - Automation (Always)
Group - Collections
Agent - Collection DP
Properties for moving the ticket to the escalation Team:
Status - Assigned to Escalation Team
Purifier ID - Cx PID
Ticket type - Request / Complaint / Escalation / Feedback
Type of Issue/Complaint - As per the issue
Priority - Urgent
POC - Automation (Always)
Group - Escalation
Agent -
Properties for moving the ticket to the Retention Team:
Status - Open
Purifier ID - Cx PID
Ticket type - Request / Complaint / Feedback
Type of Issue/Complaint - Uninstallation
Priority - Urgent
POC - Automation (Always)
Group - Retention
Agent -
Properties for moving the ticket to the Relocation (Only installation):
Status - Assigned to Ops
Purifier ID - Cx PID
Ticket type - Request / Complaint
Type - Device issue tech visit required
Technician Visit Date - As per the slot availability
Technician Visit Time Slot - As per the slot availability
Type of Issue/Complaint - Relocation
Type of Relocation - Only Install needed
New Address (Relocation) - mention the moving address
New pin code (Relocation) - mention new pin code
Priority - Urgent
POC - Automation (Always)
Group - Operations
Agent - Anis Emmanuel
Properties for moving the ticket to the Relocation (Delivery + installation):
Status - Assigned to Ops
Purifier ID - Cx PID
Ticket type - Request / Complaint
Type of Issue/Complaint - Relocation
Type of Relocation - Delivery + Install needed
New Address (Relocation) - mention the moving address
New pin code (Relocation) - mention new pin code
Relocation Delivery date - Do not take a same-day slot
Relocation Delivery slot - Do not take a same-day slot
Priority - Urgent
POC - Automation (Always)
Group - Relocation Team
Agent - Banashree Hagedal / Jetendra Mamidipalle