Engagement

This Medium-priority ticket was opened 2026-05-05 and Tyrone responded promptly — by 2026-05-07 he had received the customer's context email, sent a public reply to Hardus confirming the Teams transcript requirement was achievable, and posted an internal note asking Lisa for Teams Premium pricing and Hannah to quote Hardus. On 2026-05-08 lisaferguson (the human finance manager, actor_class: tech) posted a public note confirming QUO00061278 was sent to Hilda. The ticket is now sitting in 'Pending - Quote Approval' for ~4.4 days, which is the expected holding state while the customer reviews the quote. Three of the four notes are public (0.75 ratio), so the customer has been kept informed throughout.

lisaferguson (or Tyrone) should check in with Hardus/Hilda in the next 2-3 business days if no quote approval has come back, to keep the ticket from drifting while parked in quote-approval status.

Ticket is assigned to lisaferguson but Tyrone did the technical engagement — this looks like a deliberate workflow (tech investigates, finance handles quoting) rather than churn. No reassignments visible.