I totally agree that the fact that you don’t know that someone is working on your ticket is one of the most annoying features of the trouble ticket software that Dreamhost uses. I don’t know whether this is a feature of their policy or just follows from the trouble ticket or call tracking system. I know a lot of systems don’t have a “send update” feature and only allow feedback when either the ticket is closed or more information is requested from the user (and the ticket is put on hold). This is obviously unfortunate.
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