It's best to include as much info as possible when submitting a ticket, to avoid the back-and-forth. Any time I've contacted them, I've probably included way more info than needed and never had to play tag with them.
The advantage is that if you include so much info that there aren't any questions left to ask, a tech that doesn't know the answers really has no choice but to pass you on to someone that does.
Or at least that's my best guess as to why I never have that problem.
If you're on a plan with call-backs, you could always use one of them.
You could also post the problem here and see if anyone here can help, whether it's another user or one of the honchos that occasionally check the forums.
Even if it's not a problem someone here can help you fix, they might be able to help narrow it down a little and maybe make it easier to explain through the tickets.
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