Ticket Engagement Quality
Engagement
lisaferguson
18 open · 3 flagged| Ticket | Account | Verdict | Last touch | Next action | Priority |
|---|---|---|---|---|---|
| 20260914-24 | Hot Cares | Healthy | lisaferguson should confirm with Tyrone today or early next week what additional items are needed once the layout change is finalized, so the order can be placed in time for the Nov 6 event. | Medium | |
| 20261022-20 | Gauteng Media Development Project | Healthy | Continue monitoring for ICT Globe's formal cancellation confirmation. If no substantive progress is received within 5 business days, lisa ferguson should follow up directly with the supplier. | Medium | |
| 20260623-80 | Z-Group Pty Ltd | Vendor waiting | 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 | |
| 20261023-10 | RITO Technologies | Healthy | Lisa Ferguson should acknowledge receipt of the request today and confirm the procurement timeline or escalate to the appropriate supplier contact. | Medium | |
| 20260928-11 | Octagon Business Solutions (Pty) Ltd | Healthy | lisaferguson should send a public update to Billy today confirming the replacement order status, expected loan unit delivery date, ETA for the replacement laptop, and any associated costs. | Medium | |
| 20261023-9 | RITO Technologies | Healthy | Lisa Ferguson should monitor stock availability and send a public update to the customer once delivery is confirmed or if delays occur. | Medium | |
| 20261022-10 | RITO Technologies | Healthy | Continue with order fulfillment per the phone call documented. No intervention required at this time. | Medium | |
| 20261020-12 | Nkunzi Pharmaceuticals (Pty) Ltd | Healthy | lisaferguson should post a public update to the customer once the vendor confirms stock arrival, or within 1 business day with a revised ETA if no update is received. | Medium | |
| 20261013-13 | Service First GP (Pty) Ltd | Healthy | Lisa Ferguson should send a public customer note today confirming the complete solution scope (switch + PoE injector + WiFi APs), providing expected delivery dates for each component, and outlining the installation plan once items arrive. | Medium | |
| 20261023-8 | RITO Technologies | Healthy | lisaferguson should acknowledge receipt of the request with a public note confirming the item is in stock or sourcing, and provide an expected delivery/availability date. | Medium | |
| 20261001-35 | Octagon Business Solutions (Pty) Ltd | Healthy | lisaferguson should set a calendar reminder to follow up with Xperien around Oct 26–27 (day 5–6 of the ETA window) if no confirmation has been received. Send Billy a brief holding update at that point if needed. | Medium | |
| 20260723-26 | Drew Architects (Pty) Ltd | Abandoned | 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 | |
| 20261020-20 | Hamar Controls | Healthy | Lisa Ferguson should monitor for delivery confirmation from Xperien and send a follow-up to the customer if the 27 Oct ETA approaches without supplier confirmation. | Medium | |
| 20260708-38 | CraigCor Distribution Co. (Pty) Ltd | Drifting | 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 | |
| 20261015-7 | CraigCor Distribution Co. (Pty) Ltd | Unknown | Lisa Ferguson should confirm that the quote was delivered to African Rainbow Minerals via email or the primary contact channel and post a public note on the ticket confirming the approval timeline and next steps (e.g. expected PO timeframe, follow-up date). | Medium | |
| 20261019-22 | Flexible Electronic Systems | Healthy | lisaferguson should review the subscription details and reach out to the customer to confirm the renewal terms are acceptable and whether any account modifications (seat count, product tier) are needed before the renewal date. | Medium | |
| 20260903-23 | Octagon Business Solutions (Pty) Ltd | Healthy | lisaferguson should confirm with Tony a target return date for the laptop and document it on the ticket to prevent indefinite loan drift. | Medium | |
| 20260922-33 | Service First GP (Pty) Ltd | Unknown | lisaferguson should respond today with the purchase date for QUO0003365 or confirm the customer that the information is being researched. | Medium |
20260914-24 — Hot Cares
This 39-day equipment prep ticket for a Nov 6 event shows active human engagement as of yesterday (2026-10-23). lisaferguson, the assigned tech, provided a detailed public status update confirming the box check is complete, with items ordered for Monday delivery and next steps pending Tyrone's layout confirmation. While there was a 21-day gap between Justin's Sep 28 promise and Hannah's Oct 19 escalation with concrete deliverables (two SharePoint docs to reconcile), Lisa has since driven the ticket forward with measurable progress. The status just moved to 'Escalate in-house' 0.42 days ago, coinciding with her most recent note.
Next action
lisaferguson should confirm with Tyrone today or early next week what additional items are needed once the layout change is finalized, so the order can be placed in time for the Nov 6 event.
Churn observations
No reassignments detected. Justin, Hannah, and Lisa have collaborated on this task — Justin requested checklists, Hannah provided the reconciliation task, Lisa is executing. This is normal multi-tech coordination on a complex prep task, not churn.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261022-20 — Gauteng Media Development Project
This is a brand-new cancellation ticket (1 day old) with immediate and active human engagement from lisa ferguson. She sent a cancellation letter to ICT Globe on 2026-10-23T11:54, posted a public update to the client at T12:01, and logged receipt of the supplier's response email at T18:51 — all within the first 24 hours. The ticket's transition to 'Waiting Service Provider' status is appropriate and expected for a vendor cancellation workflow. No signs of abandonment or drift.
Next action
Continue monitoring for ICT Globe's formal cancellation confirmation. If no substantive progress is received within 5 business days, lisa ferguson should follow up directly with the supplier.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260623-80 — Z-Group Pty Ltd
This ticket transitioned to 'Waiting Service Provider' on 2026-10-23 (0.68 days ago) while awaiting BVS number porting for 013 880 1848. Tyrone confirmed this status in an internal note the same day. While the 5-day concern threshold is not yet reached, the ticket is objectively vendor-dependent and requires monitoring to prevent being forgotten. Lisa Ferguson has driven 122 days of engagement: discovery and client documentation (June–July), vendor onboarding and SLA signature (August), equipment access coordination and document submission (September–October). Tyrone joined in late August to support implementation. Last public customer update was 2026-10-20 ('Documents sent to vendor to request number porting'). The progression is appropriate for a VoIP migration workflow.
Next action
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.
Churn observations
No reassignments. Lisa Ferguson remains assigned throughout; Tyrone collaborates as supporting tech from late August onward.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-10 — RITO Technologies
This is a fresh Medium-priority procurement request opened today at 08:01 (now 16 hours old). The ticket was assigned to human technician Lisa Ferguson (lisaferguson) and is in 'New' status. No tech activity or notes are visible yet, which is expected — the ticket has only just entered the queue. The customer (Justin from RITO Technologies) is requesting additional sellotape stock with photographic evidence of the empty box.
Next action
Lisa Ferguson should acknowledge receipt of the request today and confirm the procurement timeline or escalate to the appropriate supplier contact.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260928-11 — Octagon Business Solutions (Pty) Ltd
After a 24-day silence, lisaferguson's team engaged on 2026-10-22 with three internal notes discussing Billy's broken laptop in workshop, an approved replacement order (ticket 20261001-35), and R-Number allocation. Last tech activity was 1.62 days ago; status changed to 'Loan Unit Out' 0.69 days ago. However, Billy has received zero public communication in 25 days and does not know the repair vs. replacement decision, timeline, or costs—information he explicitly requested in his opening report. The ticket was effectively abandoned for 24 days before the recent recovery.
Next action
lisaferguson should send a public update to Billy today confirming the replacement order status, expected loan unit delivery date, ETA for the replacement laptop, and any associated costs.
Churn observations
Three different techs (lisaferguson, Jordan, Justin) posted notes on 2026-10-22 with no formal reassignments visible—suggesting unclear ownership or rapid internal handoff.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-9 — RITO Technologies
This ticket was created today (2026-10-23) for a new probe and toner order from RITO Technologies. Lisa Ferguson engaged immediately with a phone call note to the customer the same day (~16 hours ago), and that note was posted publicly. The ticket is appropriately in 'Pending - Stock Arrival' status, which reflects the nature of the request (procurement awaiting inventory). No stale waiting period is present — the status was just entered today.
Next action
Lisa Ferguson should monitor stock availability and send a public update to the customer once delivery is confirmed or if delays occur.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261022-10 — RITO Technologies
This order ticket was created on 2026-10-22 morning and assigned to Lisa Ferguson. Within 18 hours, by 2026-10-23 at 11:08, Lisa logged a phone call — a public note documented on the ticket visible to the customer. The ticket is 1 calendar day old, in 'In Progress' status with no waiting statuses active. This demonstrates immediate and active tech engagement on a fresh order with no indication of stall or neglect.
Next action
Continue with order fulfillment per the phone call documented. No intervention required at this time.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261020-12 — Nkunzi Pharmaceuticals (Pty) Ltd
lisaferguson placed this UPS order on 2026-10-20 and has been actively tracking vendor ETA. She posted a public update on 2026-10-22 confirming she followed up with the vendor, then another on 2026-10-23 confirming stock hasn't arrived yet and she will continue monitoring. The ticket entered 'Pending - Stock Arrival' status less than one day ago. Both notes are public, so the customer has full visibility into progress. The technician is clearly engaged with recent activity and the ticket is appropriately parked pending vendor delivery.
Next action
lisaferguson should post a public update to the customer once the vendor confirms stock arrival, or within 1 business day with a revised ETA if no update is received.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261013-13 — Service First GP (Pty) Ltd
Lisa Ferguson (assigned tech) demonstrated active engagement as recently as 2026-10-22, when she confirmed payment for ordered components and noted the ticket is awaiting vendor delivery. Over the 10-day ticket lifecycle, she coordinated with Tyrone and Hannah to procure a network switch, PoE injector, and two WiFi access points to address Derek's lightning-damaged network. The ticket transitioned to 'Pending - Stock Arrival' status only 0.75 days ago, appropriately reflecting the vendor-waiting phase. However, Derek has received only one public communication in 10 days (2026-10-14)—a simple order confirmation. The team subsequently added WiFi APs to the solution scope (2026-10-20–21) but did not notify the customer, leaving him unaware of the expanded plan.
Next action
Lisa Ferguson should send a public customer note today confirming the complete solution scope (switch + PoE injector + WiFi APs), providing expected delivery dates for each component, and outlining the installation plan once items arrive.
Churn observations
Work is divided across three technicians (Tyrone requesting components, Hannah coordinating quotes and orders, Lisa handling payments and confirmations) but no ticket reassignments or ping-pong pattern visible.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-8 — RITO Technologies
This ticket was created today (2026-10-23) and is assigned to lisaferguson. Justin from RITO Technologies has submitted a straightforward procurement request for a USB to RJ45 console cable with a direct product link. The ticket is in 'New' status with zero days of elapsed time. No human engagement is yet visible on the timeline, which is normal for a fresh ticket created this morning.
Next action
lisaferguson should acknowledge receipt of the request with a public note confirming the item is in stock or sourcing, and provide an expected delivery/availability date.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261001-35 — Octagon Business Solutions (Pty) Ltd
This ticket shows active engagement throughout its 21-day lifecycle. Hannah sourced pricing (Oct 6), sent Billy two quote options (Oct 7), and, after no initial response, followed up and closed the ticket on Oct 19. Billy or Octagon accepted the refurbished Dell quote off-line, and Hannah placed the order with the supplier on Oct 21. lisaferguson (the assigned tech) took over today, sent the POP to Xperien, and immediately sent Billy a public note confirming the order and providing a 5–7 day ETA for stock confirmation. Last tech activity was 0.88 days ago (today). The 'Pending - Stock Arrival' status is legitimate and only just transitioned today; no customer is waiting for a response.
Next action
lisaferguson should set a calendar reminder to follow up with Xperien around Oct 26–27 (day 5–6 of the ETA window) if no confirmation has been received. Send Billy a brief holding update at that point if needed.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260723-26 — Drew Architects (Pty) Ltd
This ticket has stalled for 49 days with zero human tech engagement. From 2026-08-11 to 2026-09-03, Jordan and Hannah collaborated intensively: Hannah drafted two firewall quotes (NG320 appliance and refurbished Dell SFF options) and shared them with Dale on 2026-08-25. Hannah's final note on 2026-09-03 asked Jordan to follow up with Dale on quote approval. Since then, silence—no tech has chased the customer, no status update has been sent, no confirmation of receipt. All 7 tech notes are internal; the customer has had zero visibility into the approval process for 49 days. The ticket is assigned to Lisa Ferguson, but she has never engaged—all work was done by Jordan and Hannah, then abandoned mid-handoff. The ticket now sits in 'Pending - Quote Approval' with no clear owner pushing it forward.
Next action
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.
Churn observations
No formal reassignments in the ticket fields, but a critical handoff failure is visible: Hannah delegated follow-up to Jordan, who apparently did not execute it, and neither tech nor the assigned owner (Lisa) has since confirmed the status.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261020-20 — Hamar Controls
This is a brand-new hardware order ticket created 2026-10-20. Lisa Ferguson responded the same day with two notes: an internal note documenting the POP sent to supplier Xperien, and a public note to the customer confirming the order with a confirmed ETA of 27 Oct. The ticket is correctly in 'Pending - Stock Arrival' status with vendor-wait active. Engagement is current and appropriate for a hardware procurement stage.
Next action
Lisa Ferguson should monitor for delivery confirmation from Xperien and send a follow-up to the customer if the 27 Oct ETA approaches without supplier confirmation.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260708-38 — CraigCor Distribution Co. (Pty) Ltd
This 103-day-old licence renewal ticket shows deteriorating engagement over time. lisaferguson made three public commitments to the customer ('I will attend to this during this week' on 2026-08-17 and repeated 2026-08-31, then 'it will be done next week' on 2026-10-07), but the most recent contact was 13 days ago with no follow-up. An internal note from 2026-08-11 reveals the tech had not yet begun the work and unilaterally pushed the due date without notifying the customer. The ticket was moved to 'Pending' status only 0.4 days ago with no completion evidence visible.
Next action
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.
Churn observations
No reassignments or technician handoffs. lisaferguson has maintained ownership throughout with no ping-pong between techs. Six notes are spread unevenly across the 103 days, with gaps of 14–36 days between engagements—a pattern of sporadic touches rather than sustained progress.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261015-7 — CraigCor Distribution Co. (Pty) Ltd
Lisa Ferguson created this quote workflow ticket on 2026-10-15 describing a pending Kerio Control subscription renewal awaiting customer approval and a PO. The status was changed to 'Pending - Quote Approval' within the last day (days_in_current_status_approx: 0.4). However, zero follow-up notes, zero time entries, and an empty timeline mean no human engagement is visible beyond the initial ticket setup. Over 4 calendar days (~3 business days), there is no record of confirmation that the quote was delivered to the customer or that approval expectations were communicated.
Next action
Lisa Ferguson should confirm that the quote was delivered to African Rainbow Minerals via email or the primary contact channel and post a public note on the ticket confirming the approval timeline and next steps (e.g. expected PO timeframe, follow-up date).
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261019-22 — Flexible Electronic Systems
This is a fresh Office 365 subscription renewal notification ticket created today (2026-10-19) for Flexible Electronic Systems, with an auto-renewal scheduled for 02/12/2027. It is assigned to lisaferguson and sits in Pending status. No engagement has occurred yet, which is entirely normal for a ticket that is less than one day old. There is ample time (45+ days) before the renewal to plan any account changes or confirmations.
Next action
lisaferguson should review the subscription details and reach out to the customer to confirm the renewal terms are acceptable and whether any account modifications (seat count, product tier) are needed before the renewal date.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260903-23 — Octagon Business Solutions (Pty) Ltd
This is an ongoing equipment loan ticket for a laptop (R10188) assigned to Tony at Octagon. lisaferguson (the assigned human technician) has demonstrated consistent engagement with four public or internal notes spanning 43 days: deployment confirmation on 2026-09-17, status update on 2026-09-30, billing clarification on 2026-10-05 (internal), and most recent status check today (2026-10-16) confirming the laptop remains in use. The ticket is in the appropriate 'Loan Unit Out' status, the customer has been kept informed via public notes (3 of 4 notes are external), and the last tech activity was 0.62 days ago. No waiting statuses are active.
Next action
lisaferguson should confirm with Tony a target return date for the laptop and document it on the ticket to prevent indefinite loan drift.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260922-33 — Service First GP (Pty) Ltd
A licensing inquiry from Service First GP arrived on 2026-09-22 asking for the Exchange Online Archiving license purchase date for QUO0003365. Six days later, lisaferguson (the assigned technician) has posted zero notes, logged zero time entries, and no LISA automation activity is visible. The ticket remains in 'New' status. Insufficient engagement history to assess the handling pattern, but a straightforward billing query should have received at least a preliminary response after 6 calendar days.
Next action
lisaferguson should respond today with the purchase date for QUO0003365 or confirm the customer that the information is being researched.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals