this system is no different than reading PMs and using comments. it's just more flashy. staff can ignore a ticket just as easily as they can ignore a PM, so I don't really think it's going to increase response time. if it does, that's pathetic. nobody wanted to take the time to go through their PMs but now that some flashy new system is in place, all of a sudden staff are eager to solve problems! gotta do it in style I guess
