Engagement

This ticket was opened on 2026-02-06 and has had only 6 tech notes in 95 days, with the most recent human activity 77 days ago on 2026-02-24 from Hannah. Jordan is the assigned technician but no notes from Jordan are visible in the timeline — Lisa Ferguson handled the early February activity (cancelling domains and asking Jordan to complete the remaining tasks on 2026-02-12), then Hannah sent one customer-facing email on 2026-02-24. Since then, over 11 weeks have passed with zero tech engagement, zero time entries, and no customer follow-up. The licence conversions that were supposed to take effect from 1 June 2025 (per the original request) appear to have been left unactioned by Jordan.

Jordan should take ownership today: action the MS365 licence downgrades and shared-mailbox conversions per the original request, then post a public customer reply confirming what has been completed and any outstanding items.

Visible internal handoff on 2026-02-12 when Lisa asked Jordan to complete the remaining work and reassign back — there is no evidence Jordan ever picked it up. Hannah then stepped in on 2026-02-24 to reply to the customer but did not progress the licence changes.