Ticket Engagement Quality
Engagement
Andre
8 open · 4 flagged| Ticket | Account | Verdict | Last touch | Next action | Priority |
|---|---|---|---|---|---|
| 20261023-7 | RITO Technologies | Healthy | Andre should review the ticket details and send a public reply to RITO Technologies today confirming receipt and providing an estimated timeline for skill creation. | Medium | |
| 20261009-6 | Ridge Line Roofing | Abandoned | 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 | Abandoned | 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 | |
| 20260818-16 | Laserpac | Healthy | Andre should send a public email to Laserpac today before the 3pm migration window, explaining what the migration includes, expected downtime, and confirming whether this resolves the original power-failure incident or if additional follow-up is needed. | Medium | |
| 20260518-17 | Octagon Business Solutions (Pty) Ltd | Abandoned | 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 | |
| 20261019-3 | Octagon Business Solutions (Pty) Ltd | Unknown | Jordan should review this ticket today and post a public note to the customer acknowledging the DMARC compliance alert, confirming whether the issue requires investigation, and setting an expectation for resolution. | Medium | |
| 20261019-28 | Service First GP (Pty) Ltd | Healthy | Andre should review the ticket today and either send a public note to confirm receipt and next steps (e.g., device collection schedule for the wipe/reload), or if internal routing is needed, flag dependencies and a timeline. | Medium | |
| 20260728-31 | RITO Technologies | Abandoned | 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 |
20261023-7 — RITO Technologies
Ticket 20261023-7 was created today at 06:25 UTC and assigned to Andre in 'In Progress' status. There are zero tech notes, time entries, or LISA activity visible — which is expected for a ticket that is less than one day old. Andre has not yet had opportunity to engage. The customer request is clear (Claude skill to replace legacy scripts) and Andre is assigned.
Next action
Andre should review the ticket details and send a public reply to RITO Technologies today confirming receipt and providing an estimated timeline for skill creation.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261009-6 — Ridge Line Roofing
Ridge Line Roofing's Pastel RDP server outage was logged on 2026-10-09; the ticket is now 13 calendar days old with zero human engagement. Andre has posted no notes and logged no time entries. The status was changed to 'In Progress' on 2026-10-22 but with no accompanying notes, explanation, or work recorded. No customer follow-up is visible either, suggesting they have not been informed of any progress or investigation status.
Next action
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.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260907-29 — Brewcraft TA Single Solution CC
This IMAP migration ticket sat idle for 31 days after Andre sent detailed customer information to Ryan on 2026-09-15, followed by licensing prep work from lisaferguson on 2026-09-21. Since 2026-09-21, there has been zero human tech engagement despite the customer never replying to the migration plan. The status was only just changed to 'Waiting For Customer' today (0.92 days in current status), suggesting reactive rather than proactive monitoring. All five technical notes are internal; no public communication or follow-up has gone to the customer since mid-September.
Next action
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.
Churn observations
No reassignments or ping-pong detected. Early-September collaboration between Jordan and Andre appears coordinated rather than churned. lisaferguson's licensing note on Sept 21 was likely preparatory work.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260818-16 — Laserpac
Andre's activity from yesterday (0.92 days ago) places this ticket within the healthy engagement threshold—he's committed to executing a migration at 3pm today. However, the ticket exhibits serious engagement failures beneath the surface: a 38-day silence between 2026-09-14 (UPS received) and 2026-10-22 (Andre's first contact), and zero customer-facing notes across all 65 days. The original issue—server unreachable after a power failure—was never documented as resolved. The ticket appears to have drifted from incident response into a hardware procurement and migration project without any customer communication. Andre's cryptic note 'will do the migration tomorrow at 3pm' provides no context to Laserpac about what happened or why.
Next action
Andre should send a public email to Laserpac today before the 3pm migration window, explaining what the migration includes, expected downtime, and confirming whether this resolves the original power-failure incident or if additional follow-up is needed.
Churn observations
Implicit handoff pattern visible: Hannah → lisaferguson (active until 2026-09-07) → 38-day gap → Andre (picked up 2026-10-22). No explicit reassignment records, but the work transferred between three technicians across the ticket's life.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260518-17 — Octagon Business Solutions (Pty) Ltd
Andre worked actively on this Xneelo migration from 2026-08-11 to 2026-08-26, coordinating with customer Hein Gous and the supplier on mailbox configuration. However, all four of his notes are internal—the customer received zero public updates. The ticket then went dormant for 57 days with no tech engagement. On 2026-10-22, the status was moved to 'Waiting For Customer,' but with no public note from Andre asking what he is waiting for. After 158 days and zero customer replies (customer_note_count: 0), this ticket has been abandoned in the field.
Next action
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.
Churn observations
No reassignments. Andre remains assigned throughout. The status change to 'Waiting For Customer' on 2026-10-22 appears to be an automated rule or system action, not a note from Andre.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261019-3 — Octagon Business Solutions (Pty) Ltd
This DMARC compliance alert was created on 2026-10-19 and is now 2 calendar days old with zero engagement from any actor. Jordan is assigned but has posted no notes, logged no time, and has not acknowledged the ticket. The timeline is empty — no activity from technician, automation, or customer. No waiting status is active to explain the silence. The ticket lacks sufficient engagement or documentation to assess health.
Next action
Jordan should review this ticket today and post a public note to the customer acknowledging the DMARC compliance alert, confirming whether the issue requires investigation, and setting an expectation for resolution.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261019-28 — Service First GP (Pty) Ltd
This ticket was created today (2026-10-19 at 15:39) and assigned to Andre. It is 0 calendar days old with no human tech engagement, LISA activity, or customer follow-up yet. The ticket is in 'New' status and has not had time for engagement to land. This is the expected state for a same-day assignment.
Next action
Andre should review the ticket today and either send a public note to confirm receipt and next steps (e.g., device collection schedule for the wipe/reload), or if internal routing is needed, flag dependencies and a timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260728-31 — RITO Technologies
Andre initiated contact on 2026-08-03 with an internal note asking the customer (Jared) for migration window, IP dependencies, and DNS details. On 2026-08-12, Andre sent a follow-up email message stating he would proceed with the migration on Friday 3PM unless the customer replied. No customer response is visible in the ticket record. For the subsequent 64 days, Andre logged no notes, no time entries, and no follow-up — despite his stated deadline having long passed. The ticket status was moved to 'Waiting For Customer' on 2026-10-14 (0.95 days ago), but this status change carried no new note or engagement from Andre to confirm the customer received his requests or to handle the silence.
Next action
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.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals