Box Product Support - Update on Case #3096889

Hello Sébastien,

I appreciate your initial response, but this issue with the Access Stats features needs immediate attention and resolution.

This matter is critically affecting our operations, and the end user's workflow is severely disrupted. The inability to access the Access Stats feature is not just an inconvenience—it is a major problem that needs to be fixed urgently.

We must escalate this issue to the highest priority level. I need your immediate assistance in resolving this matter. Please provide your earliest available time slots for today so we can schedule the call with the end user without further delay we need a permanent fix immediately.

I expect prompt and decisive action on this matter. Your urgent attention is required.

Please find the below user availability time today.

May 28: 11am ET - 1pm ET

May 29: 11:30am ET - 1pm ET

May 30: 10am - 11am ET

Best regards,

Hrushikesh

Thank you..!

Best,

Hrusikesh

From: Sebastien Merour (Box Customer Success) <support@box.zendesk.com>
Sent: Monday, May 27, 2024 3:13 PM
To: Rao, Hrusikesh <hrao@yearup.org>
Cc: Bandlamudi, Hinesh <hbandlamudi@yearup.org>
Subject: Box Product Support - Update on Case #3096889

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Case: #3096889
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Sebastien Merour (Box Customer Success)

May 27, 2024, 9:43 AM UTC

Hello Hrushikesh,

My name is Sébastien, and I am reaching out to you as an Associate Technical Support Engineer in the EMEA Product Support team. I'm happy to help!

First and foremost, I want to assure you that I am committed to resolving this matter to your satisfaction. To provide you with the best assistance possible, I will thoroughly investigate the issue you have about the Access stats feature and I'll work closely with you to find a resolution.

You mentioned that you wanted to plan a call with the end user, but I don't understand when this call was supposed to happen ?

In the meantime, I wanted to know if you considered trying to run a User Activity Report from the Box Admin Console ? When you want a User Activity Report, you can get the same data than the one you're looking for with the Access Stats feature.

Beside this, do you know if the end user is still experiencing the issue ? Is he able to run the Access Stats feature today ?

Thanks.

Best regards,
Sébastien
Associate Technical Support Engineer
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