Engagement

This ticket has stalled for 49 days with zero human tech engagement. From 2026-08-11 to 2026-09-03, Jordan and Hannah collaborated intensively: Hannah drafted two firewall quotes (NG320 appliance and refurbished Dell SFF options) and shared them with Dale on 2026-08-25. Hannah's final note on 2026-09-03 asked Jordan to follow up with Dale on quote approval. Since then, silence—no tech has chased the customer, no status update has been sent, no confirmation of receipt. All 7 tech notes are internal; the customer has had zero visibility into the approval process for 49 days. The ticket is assigned to Lisa Ferguson, but she has never engaged—all work was done by Jordan and Hannah, then abandoned mid-handoff. The ticket now sits in 'Pending - Quote Approval' with no clear owner pushing it forward.

Lisa Ferguson should send a public reply to the customer immediately asking whether they received the two firewall quotes and requesting a decision, or offer a call to discuss the options if clarification is needed.

No formal reassignments in the ticket fields, but a critical handoff failure is visible: Hannah delegated follow-up to Jordan, who apparently did not execute it, and neither tech nor the assigned owner (Lisa) has since confirmed the status.