I've also experienced the "did you even read the ticket?" moments.
My email to Kaseya Fri 6/15/2012 6:23 AM
The question was, why would 2 machines of the same operating system suddenly in last 2 weeks start getting 2 different remote control packages or settings.
Kaseya Response Friday, June 15, 2012 6:54 AM
Thank you for your reply. Could you let us know when this starts to happen?
My response Fri 6/15/2012 6:55 AM
Go back and read the previous update….