Engagement

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.

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.

No reassignments or handoffs visible. Hannah has owned the ticket for the entire 139 days.