The on-line Support Requests system has been slightly changed to make things clearer for our customers.

This blog posting gives details of how the system works -http://blog.sitemorse.com/2008/07/sitemorse-online-support-reque.html

The change made recently is to the email that is sent out when a Support Request is closed.  The email originally quoted the system generated reference number and said that it had been closed.  This wasn't very user friendly for anyone that had more than one incident open (admittedly a rare occurrence).  So we now include a copy of the original Support Request so that it is crystal clear which request we have closed and saves people having to try and trace the original confirmation email with the reference number.

Here's a an example of the email sent out when a request is closed.