Engagement

Justin has been actively engaged on this wifi connectivity ticket since creation on 2026-10-22, posting 3 internal notes within 24 hours — one with screenshots on day 1, an update from Cedric on day 2 morning, and confirmation that messages were sent to both affected users by midday on day 2. Last tech activity was 0.68 days ago. However, a critical gap: all 3 notes are internal with zero visibility to the customer. The customer has received no public acknowledgment, timeline, or confirmation that their Belgium escalation request will be actioned. For a brand-new Medium-priority ticket with an actively assigned technician, the customer should have been sent a public reply within hours.

Justin should send a public customer reply today: acknowledge the wifi issue on both laptops, confirm receipt of the Belgium escalation request, and provide an estimated timeline for escalation or resolution.