Support here is a conversation with a person, kept in one place. This is how a ticket travels from your keyboard to an answer, and what you can expect along the way.
Departments
When you open a ticket you choose a department, and the choice matters: Billing sees invoices and payments, Technical sees services and access, General everything else. A ticket in the right department reaches the right person without a hand-off.
Priorities
Low, medium and high are your call. High is for something that is down or blocking you; medium for something wrong that you can work around; low for a question. Marking everything high slows the things that really are.
What we do with it
Every ticket is acknowledged by email with its number. It is answered in the order it arrived within its priority, by someone who reads the whole thread before replying. When we need something from you the ticket waits as Answered; when you reply it returns to the queue as Customer-Reply.
A ticket is never closed without a reply. If you see it closed, the answer is in it.
Afterwards
When a ticket is closed you may be asked to rate the answer. We read every rating and comment, and they shape how the next ticket is handled.