Engagement

lisaferguson has been the consistent driver on this licence renewal ticket since 2026-01-29, logging 15 of the 16 tech notes herself across the full lifecycle (planning email, client confirmations, PO receipt on 2026-02-24, payment confirmation on 2026-03-04, renewal scheduling on 2026-04-07). Jordan posted an image note on 2026-04-24 (the annual renewal date), and lisaferguson followed up on 2026-04-27 with WhatsApp context. Her most recent note on 2026-05-04 confirms she has checked the MSP portal, the amended counts are correct, and the only remaining step is verifying Exchange Online Plan 2 x 21 on 2026-05-13 before closing. Last tech activity is 8.14 days ago, which is just past the 3-business-day healthy threshold, but the ticket is parked deliberately waiting on a known future verification date.

lisaferguson should verify the Exchange Online Plan 2 count on 2026-05-13 as planned, then close the ticket and send a final confirmation to the customer.

One brief handoff visible: Jordan posted on 2026-04-24 (renewal day), then lisaferguson resumed on 2026-04-27. No reassignment of ownership and no ping-pong.