General Errors on Meta Trader / Fusion Hub and others: Send to ESCA team, CC:manilamanagement@fusionmarkets.com.au

(Make sure to replicate the issue on your end first prior to escalating to Esca, all possible resolutions must be tested first, when all else fails - Escalate)  

  

Subject: Low /Mid / High Prio - Error| Name of Client  

 

[Body of the email] 

 

Hi Team,  

Introduction / Help Needed:    

Issue: provide the main issue of the raised ticket 

Details of the client:  

Name:  

MT4/ MT5 Login: 

Email address: 

AU/EN:  

  

Screenshot of the issue:   

Provide BTS (Basic Troubleshooting) that was provided to the client:  

Result of the BTS:  

 

Funding Follow up:  Send to funding   CC:manilamanagement@fusionmarkets.com.au  

(Make sure that you check the Client’s account, bank processing and follow up time frame in cheat sheet prior to sending follow up emails)   

 

Subject: Low /Mid / High Prio - Error| Name of Client  

 

[Body of the email] 

 

Hi Team,  

Introduction:   

Follow up Issue: why? Provide reason why we are following it up in summary  

Details of the client:  

Name:  

MT4/ MT5 Login: 

Email address: 

Broker:AU/EN                                                                                                                                                                     Transaction Date: 

Funding Amount:  

Bank Account Number to check:  HSBC EUR / NAB USD 

Bank Used:  

  

Screenshot of the receipt:  

 
 

Trade Investigation: Send to FusionOps 

 CC: Esca, manilamanagement@fusionmarkets.com.au 

 

Subject: Low /Mid / High Prio - Error| Name of Client  

 

[Body of the email] 

 

Hi Team,  

Introduction / Help Needed:  

User details:
Username: XXX
E-Mail:
FM EN / AU link:
Sample : https://fusionmarkets.com/hub/en/user-management/user/321654987/personal-details
Logins: 123456
 Trade ID: 987654321 

  

Screenshot of the issue (If available):  



Partners Query (IB/Affiliate queries, IB commissions): Send to Partners team, CC:manilamanagement@fusionmarkets.com.au 


Subject: Low /Mid / High Prio - Error| Name of Client  

 

[Body of the email] 

 

Hi Team,  

Introduction / Help Needed:    

Issue: provide the main issue of the raised ticket 

Details of the client:  

Name:  

MT4/ MT5 Login: 

Email address: 

AU/EN:  

  

Screenshot of the issue:   

Provide BTS (Basic Troubleshooting) that was provided to the client:  

Result of the BTS:  



Sales Query (HV clients, MAM/PAMM): Send to Sales team, CC:manilamanagement@fusionmarkets.com.au 


Subject: Low /Mid / High Prio - Error| Name of Client  

 

[Body of the email] 

 

Hi Team,  

Introduction / Help Needed:    

Issue: provide the main issue of the raised ticket 

Details of the client:  

Name:  

MT4/ MT5 Login: 

Email address: 

AU/EN:  

  

Screenshot of the issue:   

Provide BTS (Basic Troubleshooting) that was provided to the client:  

Result of the BTS:  

 

Kinds of Email Priority:  

Low Prio - Funding, Basic MT4 Errors  

Mid Prio - Trade Investigation  

High Prio - Urgent emails  

 

 

 

Escalation Process and Format 

  • Before we escalate a problem, please ensure that you’ve replicated the issue on your end. 

  • If it's a technical issue, please make sure that the basic troubleshooting steps were provided to the client. Once you’ve replicated it on your end, and the same issue persists, send it to the right department to further check. 

  • Subject - depending on the weight of the issue, the subject should include the level of priority and the main issue. 

E.g Subject: Low Prio: Can’t Create Demo Account 

  • List down the troubleshooting steps you and the client have done and attached a video link/image for reference. 

 

Please refer to the email format below for your reference.