Engagement

Jordan is assigned but has not touched this ticket at all — the only activity is a single public reply from Lisa Ferguson (human, user id 14059) on 2026-05-05 at 10:05, five minutes after the ticket was created. Seven days have now passed with zero further tech notes, zero time entries, and no customer reply visible. The ticket is still in 'New' status despite Lisa having already responded to the customer, suggesting the assignment to Jordan was never actioned. Public note ratio is 1.0, so the customer has at least seen Lisa's initial reply, but no one has followed up on the downgrade request itself.

Jordan should pick up the ticket today, action the Google Workspace downgrade request with the vendor, and send a public update to Deanne Knight with a timeline; the status should also be moved off 'New'.

Lisa Ferguson handled the initial customer reply but the ticket is assigned to Jordan — looks like an implicit handoff that Jordan has not picked up. Status remains 'New' 7 days in.