Such slow response on tickets is rather disappointing and frustrating, too. Not the best way to treat active customers, unless you want to get rid of them. Or, tell me, what is the bigger picture of a non-responsive service desk or support?

I read through some of the recent post and find some of the assumed excuses for being silent a bit amusing. All support personal being on vacation? What kind of business does this? If this were actually the case, they could at least (automatically) first answer your ticket with "we need a break, are on vacation, don't hold your breath, but eventually we'll take care of your ticket, aloha!".

I'm fully aware that service desk costs money (personal and time), but a serious business should meet some reasonable SLAs, at minimum don't celebrate the art of silence. And frankly, a customer shouldn't need to guess why they have trouble to respond to tickets in a timely manner.

You can be reliable and trustworthy for years with your business but you can also drive loyal customers away quite fast.