Ticket Engagement Quality
Engagement
MJ
6 open · 5 flagged| Ticket | Account | Verdict | Last touch | Next action | Priority |
|---|---|---|---|---|---|
| 20261021-3 | Grinding Media South Africa Pty Ltd | Unknown | MJ should send a public note to Grinding Media acknowledging receipt of the domains.co.za invoice question and providing a response timeline, or if work has begun, log a time entry to document active engagement. | Medium | |
| 20260226-19 | Grinding Media South Africa Pty Ltd | Vendor waiting | 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 | Customer waiting | 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 | Abandoned | 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 | Abandoned | 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 | Abandoned | 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 If the ticket is obsolete or the customer is unreachable, document findings and close.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 |
20261021-3 — Grinding Media South Africa Pty Ltd
Ticket 20261021-3 opened 2026-10-21 and is now 2 days old, assigned to MJ in 'New' status. The description outlines an invoice question from domains.co.za with intent noted ('Jordan will contact her to discuss'), but the timeline shows zero technician activity — no notes, no time entries, and no customer communication logged. MJ has not yet engaged with this ticket.
Next action
MJ should send a public note to Grinding Media acknowledging receipt of the domains.co.za invoice question and providing a response timeline, or if work has begun, log a time entry to document active engagement.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260226-19 — Grinding Media South Africa Pty Ltd
MJ placed Order 4520064465 with the supplier on 2026-02-26 and noted internally that an installation date had not yet been provided. The ticket entered 'Waiting Service Provider' status that day and has remained there for 203 calendar days — over 6 months — with zero follow-up from MJ or any human tech. No time entries have been logged and the customer (Grinding Media South Africa Pty Ltd) has received no communication whatsoever since the order was placed. This is a critical engagement failure: while the vendor-wait is legitimate, MJ must re-engage the supplier immediately and notify the customer of the delay.
Next action
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.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20250908-17 — Grinding Media South Africa Pty Ltd
The ticket was created 2025-09-08 for a license renewal with a 2025-09-15 deadline. On 2025-09-09, lisaferguson coordinated with MJ and obtained the customer's license list and renewal amount. The ticket has been parked in 'Waiting For Customer' status for the last 204 days with zero tech follow-up whatsoever—the customer was supposed to confirm and arrange the purchase over a year ago but never replied, and MJ has not sent a single nudge or status check in 373+ days.
Next action
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.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260225-16 — Grinding Media South Africa Pty Ltd
This ticket has been assigned to MJ for 205 calendar days with zero human tech engagement: no tech notes, no time entries, and no visible activity whatsoever. The status remains 'In Progress' despite being completely dormant for over 204 days. The original description contains only contact information for Miguel Jackson with no actual issue statement, indicating it was never properly scoped. MJ has not logged a single interaction since assignment on 2026-02-24.
Next action
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.
Churn observations
No reassignments; the ticket has sat silently in MJ's queue with no inquiry or escalation.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260223-28 — Grinding Media South Africa Pty Ltd
This Medium-priority MFA configuration ticket has been assigned to MJ for 206 calendar days (opened 2026-02-23, no activity since). It remains in 'In Progress' status with zero human tech notes, zero time entries, zero LISA activity, and zero customer communication across its entire lifetime. The ticket was created and last modified on day one only, then disappeared entirely. MJ has never engaged this work.
Next action
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.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260302-54 — Grinding Media South Africa Pty Ltd
This ticket has been parked for 237 calendar days (over 8 months) with exactly one tech activity: an internal email from MJ on 2026-03-02—the day it was created—requesting SIM card status from the provider. No follow-up, no time entries, and zero customer communication have occurred since. The ticket remains stuck in 'In Progress' status with no evidence of active work or engagement. The customer's dongle connectivity issue has gone completely unaddressed for eight months.
Next action
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.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals