Engagement

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.

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.