A suggestion I'd like to make is that, when a support ticket is created, it is assigned to a *single* support technician - so that a conversation can be had with the same support person, who knows the issue and can go through a systematic problem-solving process, knowing what he has tried before if that did not fix the issue. I have come across times when the first attempt to resolve the issue fails, and a second attempt is made by a different support person, who has possibly not read the correspondence properly. The second attempt then fails because it was either a repeat of the first, or off on a tangent. This quickly becomes frustrating, as one shouldn't have to refer the person to the initial ticket and what has already been done by someone else. Example ticket: CEL-66820-657 Note the change in support technician (6th message), where the problem-solving goes back to square one. So I think having the same person tied to the ticket all the way through would make more sense and probably save time for everyone.