Engagement · Ticket Dashboard

Ticket	Account	Tech	Verdict	Last touch	Next action	Priority
20260623-80	Z-Group Pty Ltd	lisaferguson	Vendor waiting	16.3 h	Lisa Ferguson or Tyrone should follow up with BVS on 2026-10-27 (three business days from status transition) to confirm the porting request is in progress, then send a public note to the customer with an estimated completion date.	Medium
20261014-10	Hot 1027 FM	Tyrone	Drifting	9.6 d	Tyrone should send a public customer update today confirming SIP allocation completion and committing to a delivery date for the SIP/VoIP registration details and Axia configuration setup that the customer needs.	Medium
20260813-8	Magotteaux Pty Ltd	Justin	Abandoned	16.7 d	Justin should immediately contact Hannah to confirm the procurement status and supplier ETA, then send a public reply to Vaneshri today explaining the laptop replacement timeline, the late-November availability window, and expected next steps.	Medium
20260914-20	Amalgamated Nursing Services CC	Justin	Drifting	9.9 d	Justin should send a public note to Amalgamated Nursing Services immediately clarifying that Amanda's laptop must be sent to the office to resolve the missing files issue—confirm the logistics, provide a deadline, and request acknowledgement so this ticket can move forward.	Medium
20260921-24	ChilliBlu Consulting (Pty) Ltd	Justin	Abandoned	24.7 d	Justin should send a public customer reply today confirming the current status of the NVME delivery, whether the hardware has arrived and been installed, and the current state of the Outlook restarting issue. If the NVME is still pending, provide an ETA and apology for the communication gap.	Medium
20261009-6	Ridge Line Roofing	Andre	Abandoned	never	Andre should post a public reply to Ridge Line Roofing today acknowledging the Pastel server issue, confirming the investigation status, and providing an estimated timeline for resolution.	Medium
20260907-29	Brewcraft TA Single Solution CC	Andre	Abandoned	31.4 d	Andre should send a public email to Ryan today acknowledging the 38-day silence, re-summarizing the IMAP migration plan and next steps, and explicitly asking for confirmation or any blockers so the work can proceed.	Medium
20260518-17	Octagon Business Solutions (Pty) Ltd	Andre	Abandoned	57.9 d	Andre must send a PUBLIC customer note today summarizing the mailbox migration completed by Xneelo on 2026-08-21, confirming the current DMARC score, and explicitly asking the customer to verify mailbox access and confirm if any DMARC remediation is needed. Include a specific response deadline.	Medium
20260928-33	Mony's Fishers Swim School	Jordan	Drifting	2.8 d	Jordan should send a public note to the customer confirming receipt of the account and expected timeline for the domain transfer completion. If no response from Jordan by end of business today, escalate to confirm he is actively on this ticket.	Medium
20260723-26	Drew Architects (Pty) Ltd	lisaferguson	Abandoned	49.0 d	Lisa Ferguson should send a public reply to the customer immediately asking whether they received the two firewall quotes and requesting a decision, or offer a call to discuss the options if clarification is needed.	Medium
20260727-35	Council for Debt Collectors	Hannah	Abandoned	20.8 d	Hannah should send a public update to Council for Debt Collectors immediately acknowledging the gap since 2026-10-01, confirm the audit scope (IT policy assessment, AWS protocols, disaster recovery validation), provide a realistic timeline, and either commit to executing the work or escalate to an appropriate resource.	Medium
20261008-7	RITO Technologies	Jordan	Drifting	9.0 d	Jordan should send a public customer reply today confirming receipt of the Spanning–365 alignment request, summarizing the scope of accounts affected, and providing a remediation timeline.	Medium
20260922-34	Hot 1027 FM	Jordan	Abandoned	26.8 d	Jordan should contact Tyrone at Hot 1027 FM today, confirm the correct LISA user, Antivirus, and Keeper quantities, document the answer, and post a public update with the corrected figures and any invoice impact before this ticket exceeds 30 days of tech silence.	Medium
20261001-30	BFIH Procurement & Service (Pty) Ltd	Jordan	Abandoned	never	Jordan should immediately send a public note to Pierre explaining the delay, requesting the starting-level folder path for the Finance Data folder, and committing to a delivery timeline once the path is received. A follow-up should be scheduled if Pierre does not respond within 3 business days.	Medium
20260921-21	Ascentious Growth Partners	Hannah	Vendor waiting	21.4 h	Hannah should send a public customer email today confirming ATIL's engagement and providing an estimated delivery or kick-off timeline. The customer has waited 28 days in silence and needs reassurance.	Medium
20260708-38	CraigCor Distribution Co. (Pty) Ltd	lisaferguson	Drifting	13.0 d	lisaferguson should either apply the Kerio Control licence renewal immediately and confirm it with the customer, or send a public update today explaining the delay, verifying the current licence status at Xneelo, and committing to a specific completion date.	Medium
20260914-25	Hot Cares	Hannah	Abandoned	28.9 d	Hannah should immediately send a public reply to the Hot Cares team confirming receipt of the original request, stating where the quote stands (whether Charl has delivered the materials), and committing to a specific delivery date. If Charl has not responded, she should escalate internally or offer an alternative path forward.	Medium
20260914-28	Hot Cares	Hannah	Drifting	6.8 d	Hannah should post an immediate internal status check today: confirm current delivery status from Xperien (expected arrival, condition, receipt plan) and set a final prep deadline before 2026-11-06. If Hannah is no longer responsible, she must explicitly reassign the ticket to the owner and post a public customer update with the timeline.	Medium
20260528-55	RITO Private Clients	Jordan	Customer waiting	20.6 h	Jordan should contact Tony immediately to confirm whether the engagement is still active, establish a firm timeline for Louis to be ready, and clarify what is blocking closure. Follow with a public customer note resetting expectations after four months of internal-only activity.	Medium
20261001-20	Hot Cares	Jordan	Abandoned	never	Jordan should post a public reply to Hannah immediately confirming whether the AI voice isolation software was purchased and is ready for the second test on 2026-10-19. If the purchase has not been made, he must escalate to procurement and provide a revised timeline.	Medium
20260728-31	RITO Technologies	Andre	Abandoned	63.9 d	Andre should send a public note to the customer today acknowledging the 64-day lapse, confirming delivery of the prior emails, providing a new migration timeline, and explicitly re-requesting the required information (availability, IP dependencies, DNS records). If the customer confirms they no longer need this migration, the ticket should be closed.	Medium
20260618-18	RITO Technologies	Tyrone	Drifting	6.9 d	Tyrone should send a public reply to the customer today summarizing what has been completed (Altumlife configuration on 2026-10-08), confirming which of the original three accounts (Wellmax, RITO Tech, Craigcor) still require invoicing email updates, and explicitly asking Lisa to confirm the scope or blockers preventing closure.	High
20260812-24	Z-Group Pty Ltd	Tyrone	Abandoned	37.7 d	Tyrone should immediately contact the customer to re-establish the project status, confirm what specifically the customer must provide (e.g., equipment access, network configuration), set a hard deadline for their response, and send a public note outlining the blockers and next review date.	Medium
20260731-21	Devcon Projects	Jordan	Drifting	15.9 d	Jordan must respond to this ticket today and provide a status update on decommissioning progress. If Jordan is unable or unwilling to complete it, the ticket should be reassigned back to lisaferguson, who has demonstrated full engagement and ownership throughout.	Medium
20260519-33	BFIH Procurement & Service (Pty) Ltd	Jordan	Drifting	7.0 d	Jordan should post a public update today confirming the outcome of the promised weekend server-copy work and providing the customer a specific timeline for cloud failover readiness.	Medium
20260507-70	CraigCor Distribution Co. (Pty) Ltd	Jordan	Abandoned	never	Jordan should contact the CraigCor account (via Tony or the primary contact) today to establish whether the DR test is still required, document the scope, and either schedule the test or formally close the ticket if the business need has lapsed.	Medium
20261023-21	RITO Technologies	Jordan	Drifting	never	Jordan should immediately review this ticket, post a public note to Octagon acknowledging the backup failure alerts and confirming investigation is underway, then diagnose the root cause and establish a recovery timeline.	Critical
20261023-22	RITO Technologies	Jordan	Drifting	never	Jordan should post a public customer acknowledgment immediately, confirming receipt of the failures and providing a diagnostic timeline. If Jordan is unavailable or over-capacity, the ticket should be reassigned.	Critical
20261023-23	RITO Technologies	Jordan	Drifting	never	Jordan should immediately review the ticket today, acknowledge the backup failure alerts in a public note to the customer, and provide a diagnostic or workaround status.	Critical
20261023-25	RITO Technologies	Jordan	Drifting	never	Jordan should investigate the backup failure immediately, log a time entry, and send a public reply to RITO Technologies today acknowledging the repeated failures and providing a status update or resolution timeline.	Critical
20260226-19	Grinding Media South Africa Pty Ltd	MJ	Vendor waiting	203.8 d	MJ should contact the supplier today to confirm the current status and expected installation date for the VC System relocation, then send a public note to Grinding Media South Africa acknowledging the long delay, providing a realistic timeline, and committing to weekly check-ins with the supplier.	Medium
20250908-17	Grinding Media South Africa Pty Ltd	MJ	Customer waiting	373.6 d	MJ should send a public email to Grinding Media today asking whether they completed the license purchase and confirming whether they still require the Cloud on Demand migration.	Medium
20260225-16	Grinding Media South Africa Pty Ltd	MJ	Abandoned	never	A manager should immediately contact Miguel Jackson at Miguel.Jackson@magotteauxgmsa.com to clarify whether the original 'IT Objectives - Document Update' request is still active. If resolved elsewhere or no longer relevant, close the ticket today. If still pending, reassign to an engaged technician with a concrete action plan.	Medium
20260223-28	Grinding Media South Africa Pty Ltd	MJ	Abandoned	never	MJ must immediately review whether this MFA conditional access configuration for Grinding Media South Africa Pty Ltd is still needed. If so, MJ should resume work and send a public update with a completion timeline. If not, close it today with a summary note. If MJ is unavailable, reassign the ticket immediately.	Medium
20260302-54	Grinding Media South Africa Pty Ltd	MJ	Abandoned	237.8 d	MJ should immediately retrieve the SIM/dongle status from metro Fibre and send a public update to the customer confirming issue resolution or current status. If the ticket is obsolete or the customer is unreachable, document findings and close. This cannot remain open.	Medium