Engagement

This 42-day ticket shows recent tech engagement (0.63 days ago on 2026-10-20), with the assigned technician Justin collecting the SSD order. However, engagement quality is undermined by operational friction: the ticket cycled through four technicians (lisaferguson, Tyrone, Hannah, Justin) with only 2 public notes out of 12, leaving the customer unaware of quoting, quote rejection, and a critical pivot from disposal to replacement on 2026-10-15. A 16-day gap between 2026-09-29 and 2026-10-15 shows internal confusion — Hannah asked Tyrone to arrange return or disposal, but Tyrone reversed that decision without documented customer contact. Justin (the assigned tech) was uninvolved until Oct 20, when he collected the order.

Justin should post a public note today confirming the SSD is in hand, providing a guaranteed installation date, and acknowledging the long approval cycle to rebuild customer confidence.

Four technicians touched the ticket with multiple implicit handoffs: Tyrone → Hannah (Sept 23), Hannah → Tyrone (Oct 15 reversal), Tyrone → Hannah (Oct 19), Hannah → Justin (Oct 20). Assigned technician never formally changed, but real ownership appears fragmented across the internal team.