Ticket Engagement Quality
Engagement
Hannah
12 open · 4 flagged| Ticket | Account | Verdict | Last touch | Next action | Priority |
|---|---|---|---|---|---|
| 20261020-2 | Hot 1027 FM | Healthy | Hannah should post a single public note to the customer summarizing the quote items (UniFi products and cabling), the quote number, and confirming the next step (approval triggers the work order). This creates a single source of truth in the customer portal. | Medium | |
| 20260727-49 | BFIH Procurement & Service (Pty) Ltd | Healthy | Hannah should establish and communicate a follow-up timeline with the supplier for the next confirmation milestone (e.g., site survey, installation date ETA) and send a public update to the customer setting expectations for when they will hear next. | Medium | |
| 20261021-5 | Octagon Business Solutions (Pty) Ltd | Healthy | No action required. Hannah should monitor for Farai's approval or further questions on the revised quote. | Medium | |
| 20260727-35 | Council for Debt Collectors | Abandoned | Hannah should send a public update to Council for Debt Collectors immediately acknowledging the gap since 2026-10-01, confirm the audit scope (IT policy assessment, AWS protocols, disaster recovery validation), provide a realistic timeline, and either commit to executing the work or escalate to an appropriate resource. | Medium | |
| 20261014-4 | Wellmax Metal Pressings | Healthy | Hannah should send a gentle courtesy reminder to Hester on 2026-10-24 (Friday) confirming the Monday 10:00 meeting is still on track, ensuring no-shows are minimized. | Medium | |
| 20260928-21 | Hot Cares | Healthy | Hannah should review the updated agreement and provide written approval or feedback within 1 business day. If no response is received by 2026-10-22, a follow-up reminder should be sent to confirm receipt and timeline. | Medium | |
| 20260921-21 | Ascentious Growth Partners | Vendor waiting | Hannah should send a public customer email today confirming ATIL's engagement and providing an estimated delivery or kick-off timeline. The customer has waited 28 days in silence and needs reassurance. | Medium | |
| 20260602-35 | AIG Sales (Pty) Ltd | Healthy | Hannah should send a public update to Ronel confirming the expected delivery date for Oliver's content and next steps, then follow up within 2–3 business days if no response. If the content does not arrive within one week, escalate for account management intervention. | Medium | |
| 20260914-25 | Hot Cares | Abandoned | Hannah should immediately send a public reply to the Hot Cares team confirming receipt of the original request, stating where the quote stands (whether Charl has delivered the materials), and committing to a specific delivery date. If Charl has not responded, she should escalate internally or offer an alternative path forward. | Medium | |
| 20260914-28 | Hot Cares | Drifting | Hannah should post an immediate internal status check today: confirm current delivery status from Xperien (expected arrival, condition, receipt plan) and set a final prep deadline before 2026-11-06. If Hannah is no longer responsible, she must explicitly reassign the ticket to the owner and post a public customer update with the timeline. | Medium | |
| 20260903-18 | Electrocomp | Healthy | Hannah should send a public update to Electrocomp today before or immediately after the Tony/Jordan meeting, confirming the quote is being finalized and setting a delivery date. A month-long silence on a quote request risks customer frustration even though internal work has been steady. | Medium | |
| 20260901-2.001 | Octagon Business Solutions (Pty) Ltd | Healthy | Hannah should acknowledge the request and provide a delivery timeline for the monthly report when she next reviews her ticket queue (expected Monday morning). | Medium |
20261020-2 — Hot 1027 FM
This Medium-priority procurement ticket is 4 calendar days old with consistent tech engagement throughout. Tyrone initiated product discovery and quotes on 2026-10-20, forwarding results to Hannah by 2026-10-22. Hannah closed the loop on 2026-10-23 by sharing quote QUO0006540 with the customer. Last tech activity was 0.76 days ago (yesterday morning). The ticket correctly sits in 'Pending - Quote Approval' reflecting the workflow state. No gaps, no reassignments, no stalled handoffs.
Next action
Hannah should post a single public note to the customer summarizing the quote items (UniFi products and cabling), the quote number, and confirming the next step (approval triggers the work order). This creates a single source of truth in the customer portal.
Churn observations
Two techs active (Tyrone and Hannah) but no churn evident—appears to be normal division of labor (Tyrone sourced products; Hannah managing customer approval loop). No reassignments.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260727-49 — BFIH Procurement & Service (Pty) Ltd
This 87-day vendor order fulfillment ticket shows continuous human tech engagement by lisaferguson, Hannah, and Jordan. The ticket just transitioned to 'Waiting Service Provider' yesterday (2026-10-22) when lisaferguson confirmed the supplier has placed the order and sent a public customer update. Hannah is the assigned technician and has been driving coordination since 2026-08-31, including resolving address verification issues that delayed progress in mid-September. The most recent activity (0.61 days ago) shows active management—lisaferguson's public note acknowledging supplier confirmation, followed by an internal handoff note. No abandonment or communication gaps are evident; the ticket's age reflects the complexity of vendor coordination, not neglect.
Next action
Hannah should establish and communicate a follow-up timeline with the supplier for the next confirmation milestone (e.g., site survey, installation date ETA) and send a public update to the customer setting expectations for when they will hear next.
Churn observations
Two visible transitions: lisaferguson handed responsibility to Hannah on 2026-08-31; Hannah then involved Jordan on 2026-09-07 for detailed supplier liaison. lisaferguson re-engaged on 2026-10-22 to confirm order placement. This is coordinated team involvement rather than churn—no reassignments between the same people, no looping back to resolve the same issue.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261021-5 — Octagon Business Solutions (Pty) Ltd
Hannah received this quote request on 2026-10-21 and issued an initial quote (QUO0006537) within three minutes. When Farai replied the next morning clarifying the scope (RAM only, no headsets), Hannah immediately corrected and reissued the quote the same day with no installation charge due to managed services status. Three technical notes in 24 hours with zero delays between customer feedback and response indicates active, responsive engagement on a fresh, medium-priority request.
Next action
No action required. Hannah should monitor for Farai's approval or further questions on the revised quote.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260727-35 — Council for Debt Collectors
This 86-day audit ticket has been inactive for 20.81 days with no human tech engagement visible since lisaferguson's final note on 2026-10-01. Four tech notes (two public, two internal) were clustered in late August through early October, focused on invoicing and internal delegation to Jordan for investigation — no evidence of actual audit work completion. The ticket is currently assigned to Hannah, but she has zero visible activity on it. A recent status change to 'In Progress' occurred 0.84 days ago with no accompanying note or follow-up action. The customer (Council for Debt Collectors) has received no communication in over three weeks despite the ticket remaining open.
Next action
Hannah should send a public update to Council for Debt Collectors immediately acknowledging the gap since 2026-10-01, confirm the audit scope (IT policy assessment, AWS protocols, disaster recovery validation), provide a realistic timeline, and either commit to executing the work or escalate to an appropriate resource.
Churn observations
Ticket reassigned from lisaferguson (active until 2026-10-01) to Hannah (currently assigned with no visible activity). Possible internal handoff to Jordan on 2026-09-30 left unresolved with no follow-up visible from either party.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261014-4 — Wellmax Metal Pressings
Hannah is actively managing this ticket and maintaining customer engagement. After André escalated the ticket on 2026-10-14 requesting Tony's input on cloud backup options, Hannah chased Tony internally on 2026-10-19, then immediately contacted the customer on 2026-10-20 with meeting options. When Hester replied the same day expressing concern about the Teams meeting format, Hannah corrected the arrangement and sent confirmation within one minute (2026-10-21 07:26:55). The most recent activity was 0.9 days ago; Hannah has delivered 6 notes with a 50% public ratio, ensuring the customer stays informed. The ticket is progressing toward a scheduled on-site meeting on 2026-10-26 with Tony and the customer.
Next action
Hannah should send a gentle courtesy reminder to Hester on 2026-10-24 (Friday) confirming the Monday 10:00 meeting is still on track, ensuring no-shows are minimized.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260928-21 — Hot Cares
Hannah is assigned to this ticket created on 2026-09-28. After approximately 22 days of inactivity, Lisa Ferguson posted a public phone call note on 2026-10-20 confirming the laptop loan agreement has been updated and mailed to Hannah for approval. The ticket moved to 'In Progress' status at that time. With last tech engagement 0.83 days ago and no waiting conditions active, the ticket meets healthy thresholds. However, Hannah's prompt review and approval will be critical to prevent drift—the 22-day silence before yesterday suggests prior engagement gaps.
Next action
Hannah should review the updated agreement and provide written approval or feedback within 1 business day. If no response is received by 2026-10-22, a follow-up reminder should be sent to confirm receipt and timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260921-21 — Ascentious Growth Partners
Hannah is actively managing this ticket and confirmed yesterday (2026-10-20) that ATIL will implement the solution following internal coordination with Tony and Saar at Microsoft. The ticket transitioned to 'Waiting Service Provider' status just yesterday. While the waiting period is only 0.89 days (below the 5-day escalation threshold), the ticket is definitively blocked on external vendor engagement and Hannah is tracking the dependency. The critical engagement quality failure is that the customer has received zero communication since 2026-09-21 — a 28-day silence. The customer does not know the investigation outcome, the vendor assignment, or any implementation timeline. Only 1 of 9 technical notes are public-facing.
Next action
Hannah should send a public customer email today confirming ATIL's engagement and providing an estimated delivery or kick-off timeline. The customer has waited 28 days in silence and needs reassurance.
Churn observations
No reassignments or ping-pong. Andre handled initial intake; Hannah took over organically around 2026-09-23 to coordinate the internal meeting with Microsoft representatives, then transitioned to vendor liaison. Clean handoff, not churn.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260602-35 — AIG Sales (Pty) Ltd
Hannah is actively engaged as of 0.62 days ago (2026-10-19), when she transitioned the ticket to 'Waiting For Customer' and escalated the request for Oliver's final content through Ronel to Gordon/Buddy. The ticket's 139-day history is concerning: a 52-day silence from 2026-07-31 to 2026-09-21, and only 1 of 7 notes is public (14.3%), leaving the customer uninformed of progress. Hannah has been the sole human actor throughout, with no reassignments, but engagement was sparse until this recent escalation. The ticket is healthy at this moment but at significant risk of drift if follow-up stalls.
Next action
Hannah should send a public update to Ronel confirming the expected delivery date for Oliver's content and next steps, then follow up within 2–3 business days if no response. If the content does not arrive within one week, escalate for account management intervention.
Churn observations
No reassignments or handoffs visible. Hannah has owned the ticket for the entire 139 days.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260914-25 — Hot Cares
This 35-day-old Medium-priority quote ticket has been assigned to Hannah for the entire duration. Hannah made a single internal note on 2026-09-21 (day 7) requesting quote materials from Charl, then disengaged completely. For the past 28.85 days—roughly 20 business days—there has been zero follow-up from Hannah, zero communication to the customer, and zero pressure signals (LISA alerts or customer inquiries) to force attention. The ticket remains labeled 'In Progress' despite complete stagnation.
Next action
Hannah should immediately send a public reply to the Hot Cares team confirming receipt of the original request, stating where the quote stands (whether Charl has delivered the materials), and committing to a specific delivery date. If Charl has not responded, she should escalate internally or offer an alternative path forward.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260914-28 — Hot Cares
This ticket is 35 days old with an event deadline of 2026-11-06 (17 days away). Hannah, the assigned tech, actively managed the order through 2026-09-21, placing it with the supplier. Lisa Ferguson then coordinated with Xperien from 2026-09-21 through 2026-09-30, chasing delivery status. Jordan merged a duplicate ticket on 2026-10-02 (internal note). Justin posted an image-only note on 2026-10-13. The last tech activity was 6.78 days ago (approximately 5 business days), which puts the ticket in the drifting window. Hannah has not posted or logged time in 29 days, and no public customer update has been sent since the order was placed. It is unclear who currently owns tracking the supplier delivery or preparing the laptops for the event.
Next action
Hannah should post an immediate internal status check today: confirm current delivery status from Xperien (expected arrival, condition, receipt plan) and set a final prep deadline before 2026-11-06. If Hannah is no longer responsible, she must explicitly reassign the ticket to the owner and post a public customer update with the timeline.
Churn observations
Four different technicians (Hannah, Lisa Ferguson, Jordan, Justin) have posted notes without visible reassignments. The ticket remains assigned to Hannah despite work shifting between multiple people over a month. This creates unclear ownership and no clear handoff trail.
AI analysis
Summary
Procurement of 6 refurbished laptops for Teddython 2026 event (2026-11-06) ordered from Xperien on 2026-09-21, but no delivery confirmation or recent status updates for 7+ days despite event being 17 days away.
Root cause
Supplier delivery timeline not confirmed. Last documented action (2026-09-30) was a request for follow-up on collection readiness, but no supplier response or internal resolution is visible in recent notes. Gap in communication tracking for 7+ days before critical event deadline.
Progress
2026-09-14: Hannah shared supplier price lists and initiated procurement planning. 2026-09-16: Supplier quotes requested. 2026-09-21: Order placed with Xperien; POP sent to supplier. 2026-09-28: Follow-up sent to Xperien; supplier email received (content truncated). 2026-09-30: Lisa requested follow-up on order status and collection readiness. 2026-10-02: Absorbed related ticket 20261001-17. 2026-10-13: Justin posted internal note with image (content unclear). No activity or status confirmation since 2026-10-13.
Remaining work
- Obtain confirmed delivery/collection date from Xperien — no status provided since 2026-09-30
- Verify laptops meet specifications for event use
- Arrange collection/transport logistics if not being delivered
- Perform pre-event setup: OS imaging, testing, asset tagging, and configuration
- Coordinate handover to Hot Cares team before 2026-11-06
- Document serial numbers and loan agreement terms
- Confirm receipt and readiness with Hot Cares
Signals
20260903-18 — Electrocomp
Hannah has been actively engaged on this 32-day quote request with 13 notes spanning September 9 through October 5. Most recent activity was yesterday (Oct 5) when she scheduled a meeting with Tony and Jordan for today at 15:00. Clear progress is visible: deal registration with Pinnacle, NAS quotes obtained from PC International, server specification refined in collaboration with Jordan, and internal coordination sustained throughout. However, every single note is internal — Electrocomp has received zero customer communication in 32 days on a quote request that is nearing resolution.
Next action
Hannah should send a public update to Electrocomp today before or immediately after the Tony/Jordan meeting, confirming the quote is being finalized and setting a delivery date. A month-long silence on a quote request risks customer frustration even though internal work has been steady.
Churn observations
No reassignments. Jordan is a supporting collaborator (asking for specs, approving direction) but Hannah remains the assigned technician and the primary driver throughout.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260901-2.001 — Octagon Business Solutions (Pty) Ltd
Monthly report ticket created 2026-10-24 (Friday evening) for Octagon Business Solutions, assigned to Hannah. The ticket is only 1 calendar day old and sits in 'New' status. No tech engagement, notes, or time entries have been recorded yet — this is expected for a freshly created administrative task. Hannah will likely begin engagement when she next reviews her assignments on the next business day.
Next action
Hannah should acknowledge the request and provide a delivery timeline for the monthly report when she next reviews her ticket queue (expected Monday morning).
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals