I'm a little hesitant to wade in, but I'm not sure I understand how the automated support system is intended to work and this might be a good place/time to get it clarified, Zu.
I've had this experience:
- I submit a ticket.
- I get an automated reply acknowledging the ticket (with the admonition to resist all temptation and to NOT reply to the acknowledgement).
- At some point thereafter I get a response from support requesting additional information or giving some instructions with a request for feedback.
- Within 48 hours I reply with the requested information or feedback.
- A few days later I get an autoreply saying the status of my ticket has been changed to Closed for lack of a reply within 48 hours.
- I reply to 're-activate' my ticket.
- A few days later I get another autoreply saying the status of my ticket has been changed to Closed for lack of a reply within 48 hours.
- Repeat steps 6 thru 8.
If I let a cycle go past 48 hours, a few days later I'll get an autoreply saying the status of my ticket has been changed to Closed for lack of a reply within 120 hours.
Mind you, all the while these email exchanges are going on, my problem is being actively worked on by support staff. But I only know that through private emails or PM's outside the formal eSupport system. I'd like to think that the above experience is not the intended course of events, but 1 thru 8 is what has actually happened, and it's hard to imagine my experience has been unique. Those of us not brazen enough to nag SD staff outside the eSupport system must surely be confused and frustrated by the way this 'system' works.
(And, Yes, I know, eSupport hates me. 
)
