I've been through this too many times to be more than disgruntled. I will note, if only to myself, that this is typical of support and help desks. I seem to stumble over more errors at work than the average bear. A ticket will be automatically opened when email is sent and closed because research is being done or the problem has been reported to a vendor or supplier, not when the problem is resolved.
The stats look good. The real question is who, if anyone, is being fooled?
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