I asked them when I called in because whenever I replied to tickets via e-mail it would open a new ticket instead of replying to the existing ticket.
The rep didn’t know – which makes me think that their software is probably home grown. It really is help desk / ticketing software as much as it is advertising. The replies have so much text, coupons, ads, etc in them that the updated message portion is very small. He mentioned he would have to look into their “Iris” ticketing system but as far as I know that is not a commercial application.
