Engagement

Lisa Ferguson has owned this hardware order end-to-end since 2026-01-07 and last touched it on 2026-04-30 (12 days ago) when she replied to Crystal explaining the supplier delay and acknowledged a supplier email the same day. The ticket is in 'Pending - Stock Arrival' with vendor_wait_status_active true and days_in_current_status_approx of 12.29, so it's genuinely blocked on the supplier rather than neglected — Lisa has been chasing the vendor at regular intervals (2026-03-23, 2026-04-07, 2026-04-28, 2026-04-30). Public note ratio of 0.77 across 22 tech notes shows the customer has been kept in the loop throughout. The risk is that since 2026-04-30 there's been no further supplier nudge or customer update, and the original 4–6 week ETA from late February is now well overdue.

Lisa Ferguson should chase the supplier this week for a firm delivery date and post a public update to Crystal confirming the revised ETA, since it's been 12 days since the last vendor/customer touchpoint and the original ETA has lapsed.

No reassignments — lisaferguson has been the sole human actor throughout. Ticket was closed on 2026-01-22 pending the order and reopened around 2026-02-20 when the client returned, which is expected for this workflow rather than churn.