Thanks for the suggestion Brett. Unfortunately the problem is general in nature and experienced across most of my support situations. So even if I could hunt down specific tickets, which is difficult to do as not all support interactions have associated ticket numbers, it’s not the real issue. The real issue is that the support process and workflow needs improvement in the areas I outlined.
Truly glad you responded 
and happy to reiterate or clarify the specific areas for improvement if you feel that will be helpful.