Ticket Engagement Quality
Engagement
Tyrone
9 open · 3 flagged| Ticket | Account | Verdict | Last touch | Next action | Priority |
|---|---|---|---|---|---|
| 20261021-16 | Hisec Wealth & Financial Services | Unknown | Tyrone should post an internal note today acknowledging the ticket and confirming when the Bullphish investigation will begin. Follow with a public customer note to Hisec outlining the analysis steps and expected timeline. | Medium | |
| 20261021-10 | CraigCor Distribution Co. (Pty) Ltd | Healthy | Tyrone should confirm with Rocketseed on the signature template update timeline and send a public note to CraigCor with an implementation ETA. | Medium | |
| 20261014-10 | Hot 1027 FM | Drifting | 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 | |
| 20261021-13 | Hisec Wealth & Financial Services | Unknown | Tyrone should immediately acknowledge this ticket today with a status update or investigation timeline. If Tyrone is unavailable, reassign the ticket today to prevent further delay on a Medium priority connectivity issue. | Medium | |
| 20260908-10 | Corporate Apartment Group | Healthy | Justin should post a public note today confirming the SSD is in hand, providing a guaranteed installation date, and acknowledging the long approval cycle to rebuild customer confidence. | Medium | |
| 20261019-18 | Nkunzi Pharmaceuticals (Pty) Ltd | Healthy | Tyrone should contact the customer today to confirm issue details and provide initial troubleshooting steps or dispatch timeline. | Medium | |
| 20261019-17 | Nkunzi Pharmaceuticals (Pty) Ltd | Healthy | Tyrone should send a public customer reply acknowledging the reported Outlook issue and confirming the expected resolution timeline. | Medium | |
| 20260618-18 | RITO Technologies | Drifting | 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 | Abandoned | 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 |
20261021-16 — Hisec Wealth & Financial Services
This Medium-priority ticket was created on 2026-10-21 and assigned to Tyrone. After two calendar days (spanning Wednesday and Thursday with Friday morning arrival), there are zero visible tech notes, time entries, or post-creation customer engagement in the timeline. The ticket remains in 'New' status. No LISA automation activity is recorded. The action items are clearly defined and actionable. The ticket has not yet crossed the 3 business day threshold, but the complete absence of any engagement signal—even an internal acknowledgement or time-log entry—makes engagement quality opaque at this point.
Next action
Tyrone should post an internal note today acknowledging the ticket and confirming when the Bullphish investigation will begin. Follow with a public customer note to Hisec outlining the analysis steps and expected timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261021-10 — CraigCor Distribution Co. (Pty) Ltd
This 2-day-old ticket received immediate human attention: Jordan logged a phone call at 10:02:48 on 2026-10-21, just 2 minutes after ticket creation. The ticket has since been reassigned to Tyrone and moved to 'Escalate Service Provider' status (0.68 days in current status), indicating an active handoff to Rocketseed or an email service provider for the signature template update. No customer follow-up has been needed yet. The engagement pattern shows responsive initial intake.
Next action
Tyrone should confirm with Rocketseed on the signature template update timeline and send a public note to CraigCor with an implementation ETA.
Churn observations
One reassignment visible: from Jordan to Tyrone. Status escalated to 'Escalate Service Provider'. This is normal escalation process for a vendor-dependent email signature task, not problematic churn.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261014-10 — Hot 1027 FM
This 9-day-old VoIP service request had intense day-1 engagement: Tyrone requested SIP numbers from ICT at 14:10, lisaferguson delivered allocated numbers to the customer at 14:15, and updated the invoice at 14:19. Since 2026-10-14, the ticket has sat dormant for ~9 business days with zero human activity despite the requirement still requiring delivery of complete SIP/VoIP registration details and Axia configuration. The status was just changed to 'In Progress' within the last 16 hours but no note or customer communication is visible to explain the status shift or next steps. Tyrone remains assigned but has not re-engaged.
Next action
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.
Churn observations
No reassignments or handoffs. lisaferguson appeared to escalate the SIP allocation on day 1 (not a formal handoff), and Tyrone has held the ticket since. No ping-pong pattern, but a stalled internal escalation.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261021-13 — Hisec Wealth & Financial Services
This Medium priority RADIUS WiFi ticket was created 2026-10-21 and assigned to Tyrone. After 2 calendar days (spanning approximately 3 business days through 2026-10-23), there is zero visible engagement from Tyrone: no notes, no time entries, and no internal acknowledgement. The ticket is marked 'In Progress' but there is no evidence it has been reviewed or investigated. Without any activity, we cannot determine if Tyrone is actively working this issue or if it has been overlooked.
Next action
Tyrone should immediately acknowledge this ticket today with a status update or investigation timeline. If Tyrone is unavailable, reassign the ticket today to prevent further delay on a Medium priority connectivity issue.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260908-10 — Corporate Apartment Group
This 42-day ticket shows recent tech engagement (0.63 days ago on 2026-10-20), with the assigned technician Justin collecting the SSD order. However, engagement quality is undermined by operational friction: the ticket cycled through four technicians (lisaferguson, Tyrone, Hannah, Justin) with only 2 public notes out of 12, leaving the customer unaware of quoting, quote rejection, and a critical pivot from disposal to replacement on 2026-10-15. A 16-day gap between 2026-09-29 and 2026-10-15 shows internal confusion — Hannah asked Tyrone to arrange return or disposal, but Tyrone reversed that decision without documented customer contact. Justin (the assigned tech) was uninvolved until Oct 20, when he collected the order.
Next action
Justin should post a public note today confirming the SSD is in hand, providing a guaranteed installation date, and acknowledging the long approval cycle to rebuild customer confidence.
Churn observations
Four technicians touched the ticket with multiple implicit handoffs: Tyrone → Hannah (Sept 23), Hannah → Tyrone (Oct 15 reversal), Tyrone → Hannah (Oct 19), Hannah → Justin (Oct 20). Assigned technician never formally changed, but real ownership appears fragmented across the internal team.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261019-18 — Nkunzi Pharmaceuticals (Pty) Ltd
This is a brand-new Medium-priority ticket created on 2026-10-19 for a laptop power-on issue at Nkunzi Pharmaceuticals. It is 1 calendar day old, assigned to Tyrone, and in 'In Progress' status. No activity is visible on the timeline yet, which is normal for a newly created ticket — engagement should land within the next 1–2 business days. No waiting conditions are active.
Next action
Tyrone should contact the customer today to confirm issue details and provide initial troubleshooting steps or dispatch timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261019-17 — Nkunzi Pharmaceuticals (Pty) Ltd
This ticket was created 2026-10-19 at 08:52 and received triage from Justin within three minutes at 08:55, directing Tyrone to log time and close when done. The ticket shows no waiting status and active tech engagement within hours of creation. However, no public customer reply has been sent yet to acknowledge the Outlook pop-up issue, and the work directive from Justin ('enabling the archive') does not align with the ticket's stated problem (Outlook pop-up when opening).
Next action
Tyrone should send a public customer reply acknowledging the reported Outlook issue and confirming the expected resolution timeline.
AI analysis
Summary
User experiencing recurring pop-up when opening Outlook; internal notes indicate archive configuration is the intended fix, but work has not yet been initiated.
Root cause
Most probable: In-Place Archive mailbox not enabled or archive settings misconfigured in user's Outlook profile. Root cause cannot be definitively confirmed without diagnostic details about the pop-up message content.
Progress
2026-10-19: Justin Marx created ticket after Thandeka reported recurring Outlook pop-up. Internal note instructs assigned technician Tyrone to enable archive and close ticket. No prior work logged.
Remaining work
- Obtain specific details about the pop-up message/content from user
- Confirm current Outlook version
- Verify whether archive mailbox is enabled in Exchange Admin Center
- Enable In-Place Archive if not already provisioned
- Apply/sync archive settings to user's Outlook profile
- Test Outlook restart to confirm pop-up is resolved
- Log time entry and close ticket
Signals
20260618-18 — RITO Technologies
This High-priority ticket opened on 2026-06-18 but remained silent for 35 days before lisaferguson made the first response on 2026-07-23 with a public phone call directly to Tyrone asking for action. Lisaferguson repeated this attempt on 2026-07-30, but no engagement from either Tyrone or the customer followed. A 52-day silence ensued until Jordan interjected on 2026-09-21 mentioning a new account (Altumlife). Tyrone finally appeared on 2026-10-08 with a screenshot of the Altumlife configuration but no explanatory note or next-steps summary. The ticket shifted to 'Pending' status around 2026-10-12 and has had no activity for 6.9 calendar days (~5 business days). Critically, the customer (Lisa) has never replied to any of the four public notes, leaving no feedback loop.
Next action
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.
Churn observations
Three different human techs (lisaferguson, Jordan, Tyrone) appeared sequentially without a clear handoff or escalation trail. No explicit reassignments are visible, but the scattered 52-day gap and informal intervention pattern suggests unclear ticket ownership and poor routing discipline.
AI analysis
Summary
Customer requests updates to billing contact across multiple Google Accounts and audit of all organizational Google Accounts; ticket unresolved after 4+ months with ambiguous completion status and no time entries logged.
Root cause
Task completion undocumented and unverified; no time entries recorded despite 116-day ticket age; scope expanded (Altum life added Sept 2026) without closure on original requests; final verification and customer confirmation steps incomplete; ticket remains in Pending status with no activity for 6 days.
Progress
2026-07-23: Lisa escalated via phone call—non-receipt of monthly invoices and requested account audit. 2026-07-30: Lisa repeated same request. 2026-09-21: Jordan expanded scope to include Altum life. 2026-10-08: Tyrone posted image snapshot of Altumlife (actual completion unclear).
Remaining work
- Confirm completion status for original three accounts (Wellmax, RITO Tech, Craigcor)—verify invoice contact updated to lisa@rito-tech.co.za
- Audit all Google Accounts associated with RITO Technologies organization to identify any accounts not listed by customer
- Complete billing contact update for Altum life and any additional accounts identified in audit
- Compile final inventory of all Google Accounts with current billing contact assignments
- Send completion summary and account inventory list to Lisa Ferguson for sign-off
Signals
20260812-24 — Z-Group Pty Ltd
This ticket has experienced zero human tech engagement for 37.74 calendar days (approximately 27 business days), with the last note logged by lisaferguson on 2026-09-07 11:21 confirming the porting was scheduled. Despite being assigned to Tyrone, no technician has touched the ticket since then. The ticket was moved to 'Waiting For Customer' status approximately 2.93 days ago, but there is no visible evidence that Tyrone or any human tech has communicated to the customer about what they are waiting for, confirmed current blockers, or established a follow-up timeline. Both customer notes and technician notes are entirely absent for the past month.
Next action
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.
Churn observations
Work was shared informally between lisaferguson (who drove most public customer communication) and Tyrone (the assigned tech) through early September. No formal reassignments visible, but unclear ownership may have contributed to the abandonment after 2026-09-07.
AI analysis
Summary
VoIP migration for JAC Motors SA (Lanseria) stalled—number porting was scheduled for 2026-09-07 but no activity logged for 37 days; current blocker unknown.
Root cause
Ticket stalled post-scheduling with no documented follow-up for 37 days. Likely causes: (1) port was completed but verification never performed, (2) port failed with no retry initiated, (3) customer access not provided and ticket deprioritized, or (4) internal handoff break between Lisa (sales/coordination) and Tyrone (technical). Truncated notes prevent definitive determination.
Progress
2026-08-12: Lisa creates ticket, notifies provider of requirements (1 port + 12 extensions). 2026-08-13–14: Lisa requests documentation from customer (Gys). 2026-08-17: Approval to proceed with setup. 2026-08-25: Porting documents received from customer, forwarded to vendor. 2026-08-26: Tyrone emails customer requesting equipment access for configuration. 2026-09-01–02: Internal approval chain for porting (Lisa ready → Tyrone approves). 2026-09-03: Lisa authorizes porting to proceed. 2026-09-04: Lisa sends follow-up to BVS (vendor). 2026-09-07: Lisa notifies customer porting scheduled for that date. Last activity: 2026-09-08 (37 days ago with no resolution documentation).
Remaining work
- Confirm with vendor (BVS) whether number port succeeded on 2026-09-07; retrieve port completion details or error logs if failed
- Verify customer (Gys) has provided network equipment access requested on 2026-08-26 for extension configuration
- If port succeeded: test all 12 extensions and confirm functionality
- If port failed or configuration incomplete: identify blocker and restart process
- Obtain customer sign-off on go-live status
- Document final outcome and close ticket
Signals