@CellphoneuserPM
When you create a support ticket thru simon the system is set up to automatically close tickets after 48 hours of no communication. Its the way it works. Your tech department ticket remains open.
If you open a new ticket via simon you must verify again and again the ticket will be closed after 48 hours of no communication. However all support request can also be addressed just thru private messaging. Since it does not have the constraints of efficiency that the ticketing system has your support requests do not have to be closed. Perhaps only marked resolved by a sent review link.
As a result a member can pick up where they left off.....or if its a different issue that needs to be addressed then the member can edit the subject line to reflect the nature of the new issue or in your case you could enter the tech department ticket reference #/Update. Verification isn't necessary if account access is not a requirement.
This allows the conversation with the moderators/pm to remain open and give a new moderator the ability to read the previous messaging to get up to speed so that you don't have to go thru the rigamarole of explaining the background history of the issue and verifying again because the moderator does not know if account access is needed.
The issue may be of a high priority to you but in the grand scheme of things its not....try telling that to someone who has their phone stolen and desperately needs a sim swap performed. That is what fits the description of "high priority".
