I would like to suggest that a feature be added where tickets are timed. As in where there is countdown timer on tickets, so that customers can have an accurate time-frame as to when a ticket will be resolved by. This is to prevent customers from having to keep asking chat reps about this. It think the time-frame for a ticket to solved by should be decided by the appropriate engineer upon first receiving the ticket, and then a countdown timer put on the ticket. And the aim should be to resolve every ticket before the countdown timer goes to zero. And there should be reports reflecting what percentage of tickets were resolved by the point where the timer hit zero. And there should be a maximum time period for a ticket of 48 hours, and 24 hours for urgent issues.