We have been seeing that if a ticket isnt responded to fast enough , another ticket is placed , and then another and then another. This clogs the system and causes unnecessary work to figure out if something is actually been worked on / merging tickets.
We have implemented a limit of 3 tickets per person.
We are re-committing to getting ticket response time back down to within hours of opening a ticket. Over the next few days we are going through all old answered tickets and closing them. We have setup an auto close as well if the ticket is not responded to within 30 days ( ie it was answered ) it will close.
Current ticket count as of 2/8 @ 8am EST - 261 with 160 closed/replied to between 2/6 and 2/7