Engagement · Ticket Dashboard

Ticket	Account	Tech	Verdict	Last touch	Next action	Priority
20250918-7.014	CraigCor Distribution Co. (Pty) Ltd	Jordan	Healthy	never	Jordan should acknowledge receipt of the ticket and provide a timeline for when the user list will be compiled.	Medium
20260914-24	Hot Cares	lisaferguson	Healthy	10.1 h	lisaferguson should confirm with Tyrone today or early next week what additional items are needed once the layout change is finalized, so the order can be placed in time for the Nov 6 event.	Medium
20261016-17	Corporate Apartment Group	Jordan	Healthy	10.1 h	Confirm with lisaferguson (or Jordan if reassigned) the timeline for implementing the approved license changes and document who will execute the modifications.	Medium
20261022-20	Gauteng Media Development Project	lisaferguson	Healthy	10.1 h	Continue monitoring for ICT Globe's formal cancellation confirmation. If no substantive progress is received within 5 business days, lisa ferguson should follow up directly with the supplier.	Medium
20261016-1	ChilliBlu Consulting (Pty) Ltd	Justin	Healthy	16.3 h	No action required yet — the ticket is actively managed and only just entered the waiting phase. Monitor for customer response; if no reply arrives within 3 business days, Justin should send a public follow-up nudge.	Medium
20261022-14	Magotteaux Pty Ltd	Justin	Healthy	16.3 h	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.	Medium
20261021-10	CraigCor Distribution Co. (Pty) Ltd	Tyrone	Healthy	2.8 d	Tyrone should confirm with Rocketseed on the signature template update timeline and send a public note to CraigCor with an implementation ETA.	Medium
20261023-12	TRM Supplies cc	Jordan	Healthy	never	Jordan should acknowledge the ticket today to confirm understanding of the Critical backup failure and the customer's unavailability through November 6th, establishing the escalation path if the issue resurfaces before then.	Critical
20261023-10	RITO Technologies	lisaferguson	Healthy	never	Lisa Ferguson should acknowledge receipt of the request today and confirm the procurement timeline or escalate to the appropriate supplier contact.	Medium
20260928-11	Octagon Business Solutions (Pty) Ltd	lisaferguson	Healthy	1.6 d	lisaferguson should send a public update to Billy today confirming the replacement order status, expected loan unit delivery date, ETA for the replacement laptop, and any associated costs.	Medium
20261023-9	RITO Technologies	lisaferguson	Healthy	16.6 h	Lisa Ferguson should monitor stock availability and send a public update to the customer once delivery is confirmed or if delays occur.	Medium
20261022-7	Magotteaux Pty Ltd	Justin	Healthy	1.9 d	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.	Medium
20261023-15	Hisec Wealth & Financial Services	Justin	Healthy	never	Justin should acknowledge receipt and provide an initial assessment or ETA on the profile setup within the next business day.	Medium
20261020-2	Hot 1027 FM	Hannah	Healthy	18.2 h	Hannah should post a single public note to the customer summarizing the quote items (UniFi products and cabling), the quote number, and confirming the next step (approval triggers the work order). This creates a single source of truth in the customer portal.	Medium
20261022-10	RITO Technologies	lisaferguson	Healthy	18.0 h	Continue with order fulfillment per the phone call documented. No intervention required at this time.	Medium
20261020-12	Nkunzi Pharmaceuticals (Pty) Ltd	lisaferguson	Healthy	18.0 h	lisaferguson should post a public update to the customer once the vendor confirms stock arrival, or within 1 business day with a revised ETA if no update is received.	Medium
20261013-13	Service First GP (Pty) Ltd	lisaferguson	Healthy	1.9 d	Lisa Ferguson should send a public customer note today confirming the complete solution scope (switch + PoE injector + WiFi APs), providing expected delivery dates for each component, and outlining the installation plan once items arrive.	Medium
20261023-8	RITO Technologies	lisaferguson	Healthy	never	lisaferguson should acknowledge receipt of the request with a public note confirming the item is in stock or sourcing, and provide an expected delivery/availability date.	Medium
20261023-7	RITO Technologies	Andre	Healthy	never	Andre should review the ticket details and send a public reply to RITO Technologies today confirming receipt and providing an estimated timeline for skill creation.	Medium
20260626-37	Rate Direct SA	Jordan	Healthy	14.2 h	Confirm whether Jordan is actively engaged in the server deployment phase or whether Hannah is delegated to manage the ticket on his behalf. Consider having Hannah post a public customer-facing note with the go-live timeline once server setup is confirmed, since all current customer communication occurs via external email outside the ticket.	Medium
20260727-49	BFIH Procurement & Service (Pty) Ltd	Hannah	Healthy	14.6 h	Hannah should establish and communicate a follow-up timeline with the supplier for the next confirmation milestone (e.g., site survey, installation date ETA) and send a public update to the customer setting expectations for when they will hear next.	Medium
20261022-15	Magotteaux Pty Ltd	Justin	Healthy	never	No immediate action required. Justin should proceed with the scheduled site visit on 2026-10-30 and update the ticket with completion notes upon finishing the printer setup.	Medium
20261001-35	Octagon Business Solutions (Pty) Ltd	lisaferguson	Healthy	21.1 h	lisaferguson should set a calendar reminder to follow up with Xperien around Oct 26–27 (day 5–6 of the ETA window) if no confirmation has been received. Send Billy a brief holding update at that point if needed.	Medium
20261021-5	Octagon Business Solutions (Pty) Ltd	Hannah	Healthy	21.6 h	No action required. Hannah should monitor for Farai's approval or further questions on the revised quote.	Medium
20260818-16	Laserpac	Andre	Healthy	22.1 h	Andre should send a public email to Laserpac today before the 3pm migration window, explaining what the migration includes, expected downtime, and confirming whether this resolves the original power-failure incident or if additional follow-up is needed.	Medium
20260820-28	Hisec Wealth & Financial Services	Jordan	Healthy	14.6 h	Jordan should send a public update to Hilda today acknowledging the 54-day communication silence, confirming the original SharePoint requirements are still in scope, and providing a realistic implementation timeline that accounts for the new migration analysis request added today.	Medium
20261013-29	CTA Insurance Brokers	Justin	Healthy	20.4 h	Justin should post a public reply to the customer today confirming the archive PST download is in progress and providing an expected delivery date.	Medium
20261014-4	Wellmax Metal Pressings	Hannah	Healthy	21.6 h	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.	Medium
20261020-17	RITO Private Clients	Jordan	Healthy	1.7 d	Jordan should send a public note today confirming the scope and next steps for the server setup project.	Medium
20260908-10	Corporate Apartment Group	Tyrone	Healthy	15.1 h	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.	Medium
20261019-18	Nkunzi Pharmaceuticals (Pty) Ltd	Tyrone	Healthy	never	Tyrone should contact the customer today to confirm issue details and provide initial troubleshooting steps or dispatch timeline.	Medium
20261020-20	Hamar Controls	lisaferguson	Healthy	14.6 h	Lisa Ferguson should monitor for delivery confirmation from Xperien and send a follow-up to the customer if the 27 Oct ETA approaches without supplier confirmation.	Medium
20260928-21	Hot Cares	Hannah	Healthy	19.9 h	Hannah should review the updated agreement and provide written approval or feedback within 1 business day. If no response is received by 2026-10-22, a follow-up reminder should be sent to confirm receipt and timeline.	Medium
20261019-22	Flexible Electronic Systems	lisaferguson	Healthy	never	lisaferguson should review the subscription details and reach out to the customer to confirm the renewal terms are acceptable and whether any account modifications (seat count, product tier) are needed before the renewal date.	Medium
20261019-28	Service First GP (Pty) Ltd	Andre	Healthy	never	Andre should review the ticket today and either send a public note to confirm receipt and next steps (e.g., device collection schedule for the wipe/reload), or if internal routing is needed, flag dependencies and a timeline.	Medium
20260602-35	AIG Sales (Pty) Ltd	Hannah	Healthy	14.9 h	Hannah should send a public update to Ronel confirming the expected delivery date for Oliver's content and next steps, then follow up within 2–3 business days if no response. If the content does not arrive within one week, escalate for account management intervention.	Medium
20261019-17	Nkunzi Pharmaceuticals (Pty) Ltd	Tyrone	Healthy	20.2 h	Tyrone should send a public customer reply acknowledging the reported Outlook issue and confirming the expected resolution timeline.	Medium
20260903-23	Octagon Business Solutions (Pty) Ltd	lisaferguson	Healthy	14.9 h	lisaferguson should confirm with Tony a target return date for the laptop and document it on the ticket to prevent indefinite loan drift.	Medium
20260903-18	Electrocomp	Hannah	Healthy	17.3 h	Hannah should send a public update to Electrocomp today before or immediately after the Tony/Jordan meeting, confirming the quote is being finalized and setting a delivery date. A month-long silence on a quote request risks customer frustration even though internal work has been steady.	Medium
20261023-17	Octagon Business Solutions (Pty) Ltd	Jordan	Healthy	never	Jordan should triage the Cloud-09 disk-space alert first thing Monday morning, assess severity, and send a public acknowledgement to Octagon Business Solutions with initial findings and remediation timeline.	Medium
20260901-2.001	Octagon Business Solutions (Pty) Ltd	Hannah	Healthy	never	Hannah should acknowledge the request and provide a delivery timeline for the monthly report when she next reviews her ticket queue (expected Monday morning).	Medium
20261024-1	Hisec Wealth & Financial Services	Jordan	Healthy	never	Jordan should triage this Critical backup failure on the next business day and either confirm the backup is healthy or post a public update to the customer with remediation steps.	Critical
20260112-2.282	RITO Technologies	Jordan	Healthy	never	Monitor on 2026-10-27 (Monday) — if Jordan has not acknowledged the ticket or posted a note/time entry by end of business Monday, a gentle escalation reminder should go out to confirm the request reached the assigned technician.	Medium
20261024-11	RITO Technologies	Jordan	Healthy	never	Jordan should investigate the backup failure on machine 40.14 immediately and post a status note confirming the failure details and next steps.	Critical
20261024-12	RITO Technologies	Jordan	Healthy	never	Jordan should post a status note or log a time entry today confirming receipt and indicating whether investigation is underway or what the next step is.	Critical
20260112-2.283	RITO Technologies	Jordan	Healthy	never	Jordan should acknowledge receipt of this ticket with a public note to the customer, confirm the Kaseya groups will be checked, and provide an expected timeline.	Medium
20261025-2	RITO Technologies	Jordan	Healthy	never	Jordan should acknowledge and begin diagnosing the IPROFILER backup failure today, then post a public customer update with findings and resolution timeline.	Critical
20261025-3	RITO Technologies	Jordan	Healthy	never	Jordan should review and begin diagnostics on the failed backup plan today, then send a public acknowledgment to the customer.	Critical
20260112-2.284	RITO Technologies	Jordan	Healthy	never	Jordan should acknowledge receipt and confirm understanding of the Kaseya maintenance scope within one business day.	Medium