Ticket Engagement Quality
Engagement
Justin
9 open · 3 flagged| Ticket | Account | Verdict | Last touch | Next action | Priority |
|---|---|---|---|---|---|
| 20261016-1 | ChilliBlu Consulting (Pty) Ltd | Healthy | No action required yet — the ticket is actively managed and only just entered the waiting phase. Monitor for customer response; if no reply arrives within 3 business days, Justin should send a public follow-up nudge. | Medium | |
| 20261022-14 | Magotteaux Pty Ltd | Healthy | Justin should send a public customer reply today: acknowledge the wifi issue on both laptops, confirm receipt of the Belgium escalation request, and provide an estimated timeline for escalation or resolution. | Medium | |
| 20261022-7 | Magotteaux Pty Ltd | Healthy | Justin should send a public reply to the customer today acknowledging the email delivery issue and confirming that the matter has been escalated to the service provider with an expected timeline. | Medium | |
| 20260813-8 | Magotteaux Pty Ltd | Abandoned | 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 | Drifting | 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 | Abandoned | 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 | |
| 20261023-15 | Hisec Wealth & Financial Services | Healthy | Justin should acknowledge receipt and provide an initial assessment or ETA on the profile setup within the next business day. | Medium | |
| 20261022-15 | Magotteaux Pty Ltd | Healthy | No immediate action required. Justin should proceed with the scheduled site visit on 2026-10-30 and update the ticket with completion notes upon finishing the printer setup. | Medium | |
| 20261013-29 | CTA Insurance Brokers | Healthy | Justin should post a public reply to the customer today confirming the archive PST download is in progress and providing an expected delivery date. | Medium |
20261016-1 — ChilliBlu Consulting (Pty) Ltd
Justin sent two emails on 2026-10-22 and 2026-10-23 (most recent activity 0.68 days ago) and transitioned the ticket to 'Waiting For Customer' status, which became active only 0.68 days ago. The ticket is 7 days old with clear forward motion — Justin reached out to Marieke and the customer contact, then moved the ticket to the correct holding state. No abandonment or churn is visible; this is normal workflow progression for a spare laptop setup.
Next action
No action required yet — the ticket is actively managed and only just entered the waiting phase. Monitor for customer response; if no reply arrives within 3 business days, Justin should send a public follow-up nudge.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261022-14 — Magotteaux Pty Ltd
Justin has been actively engaged on this wifi connectivity ticket since creation on 2026-10-22, posting 3 internal notes within 24 hours — one with screenshots on day 1, an update from Cedric on day 2 morning, and confirmation that messages were sent to both affected users by midday on day 2. Last tech activity was 0.68 days ago. However, a critical gap: all 3 notes are internal with zero visibility to the customer. The customer has received no public acknowledgment, timeline, or confirmation that their Belgium escalation request will be actioned. For a brand-new Medium-priority ticket with an actively assigned technician, the customer should have been sent a public reply within hours.
Next action
Justin should send a public customer reply today: acknowledge the wifi issue on both laptops, confirm receipt of the Belgium escalation request, and provide an estimated timeline for escalation or resolution.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261022-7 — Magotteaux Pty Ltd
This ticket was created on 2026-10-22 and Justin engaged immediately, creating an escalation ticket (Solman) within 4 minutes at 07:11 the same day. The ticket moved to 'Escalate Service Provider' status ~0.69 days ago and shows clear tech activity (1.91 days since last touch). However, Justin has not sent any public communication to the customer—the customer's email delivery complaint remains unacknowledged in the ticket, and the customer is unaware that escalation is underway.
Next action
Justin should send a public reply to the customer today acknowledging the email delivery issue and confirming that the matter has been escalated to the service provider with an expected timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260813-8 — Magotteaux Pty Ltd
This 71-day ticket has zero customer communication—all 12 notes are internal, and Vaneshri at Magotteaux has heard nothing about the laptop replacement status or delays. Work began well: Lisa coordinated with DBM (Aug 19–23), Justin engaged Hannah on specs (Sept 29), and Hannah prepared quotes. By Oct 1, Justin approved Hannah's revised quote. On Oct 7, Hannah reported the supplier has no Lenovo T14 stock until late November. Since then—17 calendar days ago (12+ business days)—nothing has happened. No customer update, no procurement follow-up from Hannah, no reassignment to clarify ownership. Justin (the assigned tech) has not touched this since Oct 1.
Next action
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.
Churn observations
No explicit reassignments, but clear implicit handoff: Justin directed Lisa to collect the machine (Aug 31), then tasked Hannah with supplier coordination (Sept 29). After Hannah's Oct 7 supplier update, the ticket appears to have been dropped. No clarity on whether Hannah remains the primary handler or if Justin is waiting for her input.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260914-20 — Amalgamated Nursing Services CC
The ticket has gone 39 calendar days with zero public customer engagement—all two of Justin's notes (2026-09-22 and 2026-10-14) are internal only. Justin's first note mentioned Prudence dropping off a laptop on 2026-09-23; that plan appears to have failed silently. His second note on 2026-10-14 stated the ticket was 'pending Amanda sending her machine,' but no follow-up or public message to confirm this expectation with the account is visible. Last tech activity was 9.87 days ago; the ticket entered 'Waiting For Customer' status only 0.69 days ago (presumably without a public nudge). The customer has never replied.
Next action
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.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260921-24 — ChilliBlu Consulting (Pty) Ltd
Justin's last engagement was 2026-09-29 when he sent an email — 25 calendar days (roughly 17–18 business days) of complete silence since then. All six notes in the timeline are internal; the customer has received zero public communication about the NVME order status or the original Outlook issue. The ticket was recently moved to 'Waiting For Customer' status (0.69 days ago) but this status change carries no documented note, context, or follow-up action. No human technician has touched this ticket in almost a month.
Next action
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.
Churn observations
No reassignments; the work flowed from Justin to Hannah for quoting and ordering, then back to Justin. The handoff itself was not problematic, but the lack of closure or escalation context after 2026-09-29 left no clear owner or customer-facing narrative.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-15 — Hisec Wealth & Financial Services
This is a brand-new Medium-priority ticket opened on 2026-10-23 at 10:28 AM requesting profile setup on a laptop with SharePoint access. Justin was assigned within 2 hours of creation (modified at 12:23 PM the same day). No tech notes, time entries, or customer replies are visible yet, but the ticket is only 0 days old — there has been no time for meaningful engagement to land. The status is 'Pending Resolve' and no waiting status is active.
Next action
Justin should acknowledge receipt and provide an initial assessment or ETA on the profile setup within the next business day.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261022-15 — Magotteaux Pty Ltd
This ticket was created today (2026-10-22) by the assigned technician Justin, who has already documented scheduling a site visit with Patrick on 2026-10-30 to set up a printer on a new laptop. The ticket is brand-new (age_days = 0) with zero waiting-status flags active. Justin's engagement is evident in the ticket description, where he has confirmed the appointment time and documented the task scope.
Next action
No immediate action required. Justin should proceed with the scheduled site visit on 2026-10-30 and update the ticket with completion notes upon finishing the printer setup.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261013-29 — CTA Insurance Brokers
Justin last engaged this ticket 0.85 days ago (2026-10-21 morning) when he sent an internal email to Tony confirming receipt of the PST download request. The ticket is 8 calendar days old and currently marked 'In Progress' with no waiting conditions. However, all communication so far is internal — the customer account has not received a public status update or timeline confirmation since the ticket was opened.
Next action
Justin should post a public reply to the customer today confirming the archive PST download is in progress and providing an expected delivery date.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals