Ticket Engagement Quality
Engagement
20261022-7 — Magotteaux Pty Ltd
Healthy
confidence 0.82
This ticket was created on 2026-10-22 and Justin engaged immediately, creating an escalation ticket (Solman) within 4 minutes at 07:11 the same day. The ticket moved to 'Escalate Service Provider' status ~0.69 days ago and shows clear tech activity (1.91 days since last touch). However, Justin has not sent any public communication to the customer—the customer's email delivery complaint remains unacknowledged in the ticket, and the customer is unaware that escalation is underway.
Next action
Justin should send a public reply to the customer today acknowledging the email delivery issue and confirming that the matter has been escalated to the service provider with an expected timeline.
Signals
Deterministic measurements
computed in Python, not LLM-derived
Days since last tech activity
1.9 d
Days since last tech note
1.9 d
Days since last tech time entry
—
Tech notes
1
Tech time entries
0
LISA automation notes
0
Customer notes
0
Days since last LISA note
—
Public note ratio
0.0%
Current status
Escalate Service Provider
Days in current status
16.6 h
Customer wait status active
no
Vendor wait status active
no