Engagement

This is a 33-day-old laptop order ticket assigned to Andre, but Andre has zero visible activity on the timeline — every one of the 8 tech notes is from lisaferguson (the human finance manager, user id 14059), handling procurement and supplier coordination. The last activity was Lisa's note on 2026-05-07 logging a supplier email, 5.23 days ago, with no follow-up since. The customer has had no direct communication since 2026-04-22 when Lisa confirmed order collection, and no public update on the device build/handover status has gone out.

Andre should pick the ticket up today, confirm the build/handover status with Lisa, and send a public reply to the customer with an ETA — or the ticket should be reassigned to whoever is actually doing the work.

Andre is the assigned tech but has not posted a single note or time entry in 33 days — all work has been carried by lisaferguson in a procurement capacity. This looks like a misassignment or an unacknowledged handoff.