Following up on your support ticket
Email thread Brimscombe Energy · support
Kate Ormerod said checks show the brain is behaving as expected and asked Siân Pritchard to confirm before closing the ticket. Siân asked to keep it open until the next morning and for a note of what was changed and when.
What was said
What this says
Current to 13 Oct 26Kate Ormerod said checks show the brain is behaving as expected and asked Siân Pritchard to confirm before closing the ticket. Siân asked to keep it open until the next morning and for a note of what was changed and when.
Ask: Kate did not want to close the ticket on BG-Demo's word alone and asked the teams who first noticed the issue to check. Siân replied within minutes on 14 Sep 2026.
Customer view: One of two team members had confirmed it looks right, and she is waiting for the second. She wants a line in the ticket on what was changed and when, so she can show a senior executive exactly what happened.
Next: The ticket stays open until Siân confirms. The thread does not show the outcome or the ticket's subject.
The thread
Updated 9 Oct 26Messages
Kate Ormerod 14 Sep 2026 16:33Hi Siân, I'm following up on the ticket you raised with us, which I've been looking after. I've been back through the history and the checks we ran, and from our side the brain is now behaving as we'd expect. I don't want to close it on our word alone, though. Could you ask the teams who first noticed it whether they still see the same thing, and let me know what the record says on your side? If anything looks different from what you saw before, a screenshot or the name of the page and the question asked would help me trace it quickly. If it's all fine, I'll mark the ticket resolved. If not, I'll keep it open and pick it up first thing tomorrow. Kind regards, Kate Kate Ormerod Support Engineer, BG-Demo
Siân Pritchard 14 Sep 2026 16:47Hi Kate, Thanks for the quick follow-up, and for not just closing it. I've asked two of the team to check this afternoon, and one has already come back to say it looks right to them. I'd like to hear from the second before I say it's done, so please leave the ticket open until tomorrow morning. I'll confirm either way by then. One small request. When you do resolve it, could you put a line in the ticket on what was changed and when? Graham asks about anything that touches the complaints work, and I'd like to be able to show him exactly what happened rather than say it was fixed. Diolch, Siân