Finding time to go through the tickets
Email thread Marlcliff Security Services · cs
Sharon Tilley wants a call on the open tickets and asks which site and shift each relates to, and what clients heard. Daniel Okafor had not yet answered that by 6 Oct 2025 and agreed a Tuesday morning call.
What was said
What this says
As at Fri 9 Oct 2026Sharon Tilley wants a call on the open tickets and asks which site and shift each relates to, and what clients heard. Daniel Okafor had not yet answered that by 6 Oct 2025 and agreed a Tuesday morning call.
Ask: Sharon says email is slow for this. She wants site and shift detail per ticket because her account managers are asking what to tell clients.
Customer view: her question is "What did the client hear from us?" Daniel's 6 Oct 2025 reply apologises for the delay and admits he does not yet have all the detail.
Next: Tuesday morning call with a support engineer, an account manager and a control room colleague. Daniel to send a written summary straight after.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 3 Oct 2025 10:39Hi Sharon, Following on from our check-in last week, I would like to take the open tickets through with you properly rather than by email. A couple of them look related to how the sources are loading, and I think it will be quicker if we talk it through together with someone from your side who sees it daily. Could we find half an hour early next week? I am flexible on the day, and I can bring one of our support engineers if that would help. If there is someone in the control room who has been affected most, please bring them along too. I will come back to you by Monday either way with a short written update, so you are not waiting on the call to know where things stand. Best wishes, Daniel
Sharon Tilley 3 Oct 2025 13:12Daniel, Yes, let's talk. Email is slow for this. Before we speak I need to know which site, which shift, for each ticket. My account managers are asking what to tell clients and I do not have a good answer yet. What did the client hear from us? That is the question I keep getting. Tuesday morning works for me, or Wednesday after lunch. Bring the support engineer. I will bring one of the account managers and someone from the control room. Thanks, Sharon- Daniel Okafor 6 Oct 2025 15:47Hi Sharon, Thank you for the quick reply on Friday, and apologies that this has taken until this afternoon. As promised, here is where we are. I have asked support to line up each ticket against the site and shift details you need, so we can answer the question about what clients were told. I do not yet have all of that, and I would rather not guess, so I will bring what we have to the call and be clear about what is still outstanding. Tuesday morning suits us. I will send an invitation shortly and the support engineer will join. Please do bring your account manager and the colleague from the control room. If you can ask them to jot down any examples beforehand, that will save us time on the day. Just to close the loop: I will send the written summary straight after the call, so you have something to share with the account managers. Best wishes, Daniel