Engagement

Tyrone is assigned but his only contribution was a one-line internal note on 2026-03-05 saying 'Delivery on Friday' — 68 days ago. Hannah and lisaferguson handled the quote and order on 2026-02-25 and 2026-02-26, but since Tyrone's delivery note there has been zero activity from anyone. The ticket is in 'Waiting For Customer' status (4.3 days) yet no public note to the customer is visible in the timeline — all four notes are internal, giving a public_note_ratio of 0.0. The customer has never been contacted on this ticket and there is no record of the PSU actually being delivered or collected.

Tyrone should confirm today whether the PSU was delivered to Neil O'Reily, send a public reply to the customer confirming collection/delivery, and close the ticket if complete — 68 days of silence on a simple parts order is unacceptable.

Three different techs touched the ticket in the opening 48 hours (Hannah → lisaferguson → Tyrone) but no formal reassignment churn is visible, and no one has touched it since 2026-03-05.