Finding a time to talk through the recent tickets
Email thread Delancey Haig · cs
Daniel Okafor raised four high priority tickets in a month. Saskia Mendes said it was not a happy month, that directors question relying on the brain in client reviews, and that changes to their systems need discussing before the summer.
What was said
What this says
As at Fri 9 Oct 2026Daniel Okafor raised four high priority tickets in a month. Saskia Mendes said it was not a happy month, that directors question relying on the brain in client reviews, and that changes to their systems need discussing before the summer.
Ask: Daniel asked for thirty minutes to go through the tickets. Saskia preferred a short written summary from him and Dominic Hale first, with the call kept for what matters.
Customer view: she is candid that confidence is slipping among directors. She also flagged that changes to how some of their systems are set up need to be understood before the summer.
Next: send the written ticket summary, then hold the call on Thursday afternoon or Friday morning.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 17 Mar 2026 08:59Hi Saskia, Thank you for your time on the phone last week. Just to close the loop on what we discussed: I've been through the support queue this morning and there have been four tickets from your team over the last month, all of them marked high priority. That is more than I'd expect from you, and I'd rather hear what is behind it from you than guess from the ticket titles. The good news is that usage is up on last quarter, so the directors are clearly asking more questions of the brain. I just want to be sure the experience matches that. Could we find thirty minutes this week or early next? I'd like to go through the tickets with you, and I'll bring Dominic Hale from support if that would help, so you know who owns what. How is the team finding it at the moment? Best wishes, Daniel
Saskia Mendes 17 Mar 2026 11:02Daniel, Thanks for writing. Yes, four is right, and I'll be straight with you: it isn't a happy month. The directors need this, and a couple of them have started to ask me whether it's worth relying on in client reviews. I'd rather not go through ticket by ticket on a call. Can we make it simpler? If you and Dominic send me a short written summary of where each one stands, I'll read it first and then we can use the call to talk about what actually matters. I can do Thursday afternoon or Friday morning. Not Wednesday, I'm with clients all day. One other thing. Things are changing on our side with how some of our systems are set up, and I'd like to understand what that means for us before the summer. I'll explain on the call. Best, Saskia