Ticket Engagement Quality
Engagement
20260506-69 — Service First GP (Pty) Ltd
This Medium-priority lockout ticket for Service First GP was opened on 2026-05-06 and assigned to Justin, but Justin has not posted a single note or logged any time on it. The only human engagement visible is Andre's internal phone-call note on 2026-05-08 stating the laptop needs to be downgraded to Windows 10 because Win11 doesn't support the customer's HVAC software. That was 4.39 days ago and nothing has happened since — no follow-up from Justin, no customer communication, and no time entries. The customer (Arie) has had zero public response since reporting Hanco's lockout six days ago.
Next action
Justin should take ownership today: send a public reply to Arie acknowledging the lockout and outlining the Windows 10 downgrade plan Andre identified, then schedule the rebuild.
Churn observations
Ticket is assigned to Justin but the only substantive note came from Andre — looks like an informal handoff or scoping touch that was never picked back up by the assignee.
Signals