Consider the fact that wait times for a response can be intense. Here is what a proper system should allow and CIG's currently doesn't: 1) Editing (amending/updating) a ticket while it is not processed yet. This would reduce complexity by potentially preventing the need for followup communication and also of course significantly speeds up inquiries. 2) Deleting a ticket while it is not processed yet. If you made an inquiry and for some reason, typically exacerbated by long wait times, the issue is no longer relevant, you still have to keep the ticket in the queue and busy a CS rep with answering it pointlessly.