Engagement

This 103-day-old licence renewal ticket shows deteriorating engagement over time. lisaferguson made three public commitments to the customer ('I will attend to this during this week' on 2026-08-17 and repeated 2026-08-31, then 'it will be done next week' on 2026-10-07), but the most recent contact was 13 days ago with no follow-up. An internal note from 2026-08-11 reveals the tech had not yet begun the work and unilaterally pushed the due date without notifying the customer. The ticket was moved to 'Pending' status only 0.4 days ago with no completion evidence visible.

lisaferguson should either apply the Kerio Control licence renewal immediately and confirm it with the customer, or send a public update today explaining the delay, verifying the current licence status at Xneelo, and committing to a specific completion date.

No reassignments or technician handoffs. lisaferguson has maintained ownership throughout with no ping-pong between techs. Six notes are spread unevenly across the 103 days, with gaps of 14–36 days between engagements—a pattern of sporadic touches rather than sustained progress.