I think support is great, some of the best in the industry. BUT, it's frustrating when a ticket that goes on for days sits idle for hours, sometimes even a day because the tech that previously worked on it's shift has ended. I often have to use chat or another ticket to get somebody to check on that ticket for me.

Why not have a tech that looks at all tickets that have customer replies that have been open more than x hours and handle it or reassign it. I think it would dramatically decrease the time a ticket stays open for.