A few pointers:
- When a ticket comes in force support people to actually read it before responding. If a copy paste answer applies, that's fine. If not, then receiving one A, Adds an extra step of communication for the staff as they'll hear back from the customer repeating their issue and B, will infuriate the customer.
- Enforce an attitude of the customer's problem being the problem, not the customer themselves.
- Ban support staff from one sidedly shutting off a discussion in the middle of it. It's not just infuriating and beyond rude, but also counterproductive as if they leave issues unresolved due to laziness the customer will just submit another ticket.
- Ban support staff from lying. This one should be blatantly obvious, but for some reason I've received misinformation multiple times in e-mail.

I highly suspect that there's a major support ticket volume issue going on. It also looks like the solution implemented is to rush and half *** dealing with the tickets, which is ludicrous. A ticket that isn't dealt with properly will come back. The only way to deal with a problem like this is quality service over quantity of tickets sidelined and tossed aside.