Really...
After 10 years they still don't understand customer service or how to run a helpdek/ticket system.
Lets see. Open ticket, Reply. shut ticket
You need to reply to the ticket then open another one. Remember to put the full detail of the first ticket cause the helpdesk users are too stu.. umm can't search.. reply..damm closed that too. .. ok open another ticket
Stir repeat..Stupid..
Have a look at mojo helpdesk.. easy to use , on line, can rate tickets, can reply to tickets, can insert screenshots/vid etc.page can be a redirect and allows full management statictics...nooooo. too hard.
Sheesh.