Order ID or Mobile number not mentioned

If you get a ticket in which mobile number/order ID is not mentioned and we are unable to check this in CSR board we will ask user to share the information.

Response - 

"Hi,
 
Thanks for writing to us.
 
We request you to help us with the order ID or recharged mobile number so that we can check and do the needful.  "

----------------------OR-----------------------------

If user has not mentioned the query we will ask to elaborate the issues by using below mentioned response.

"Hi,
 
Thanks for writing to us.
 
We request you to elaborate on your issue, so that we can check and do the needful."

We don't need to update ticket fields but while sending response we will click on the downside arrow (right side of send button) and select "Waiting for customer"