I suggest you work a bit on your ticket URLs. It is hard to refer and work outside of the system with current URLs. We discuss cases in Slack or in internal email. And it always requires to go to the system to check what we are talking about.

Now ticket URLs look like this. [domain]/support/[portalname]/ShowHomePage.do#Cases/dv/ c29ebf16fdf488af7836c53d144a279742acf79f93f757e8

I suggest you make them readable like this.

[domain]/support/[portalname]/ShowHomePage.do#Cases/ 9374

Or similar.

Thanks for your services.

Regards,

Andrey