Engagement

Justin is the assigned tech on this 68-day-old laptop assessment ticket. After a burst of internal email activity in early March (quote requested, Hannah shared the quote with Victoria on 2026-03-09), Hannah noted on 2026-03-23 that she'd heard nothing from GT Air. Justin then sent follow-up emails on 2026-04-07 and 2026-04-10, with the last tech activity 32.55 days ago. The ticket has been parked in 'Waiting For Customer' for ~14.5 days and every one of the 8 tech notes is internal — public_note_ratio is 0.0, so the customer has had no visible communication from the helpdesk on this ticket itself.

Justin should send a public reply to GT Air today asking for a clear go/no-go decision on the quote, with a deadline after which the laptop will be returned and the ticket closed.

One visible handoff between Hannah and Justin in March (Hannah attempted to close the ticket on 2026-03-23, Justin picked it back up on 2026-04-01), but no reassignment churn beyond that.