One of the things that's driving me nuts is the lack of an email chain. The old system you could reply to the ticket and have it add to the notes. Now all you get is "the ticket has been updated" which requires to you login to a slow and cumbersome website to try and find the update that was made.
lwolfOkay, I originally thought I was going crazy or something when I was receieving ticket updates emails, where there was no updated text - just "the ticket has been updated" text.
Now I see that is by (bad) design :-(
CCDaveThat's odd. Maybe it's your Support guy that's working on the ticket isn't checking the right option. I had 4 tickets in the past week and on all of them I got update emails that had the note entered by the Support tech in the body of the email.