Hi I just wanted to suggest adding a priority system with maybe a drop down selection for users to choose what type of problem they're having and then have the system automatically choose level of priority from that so people who are having major issues can be seen to before those wanting to just maybe get help changing their avatar or change a server setting.
I think you get the idea but I can go into more detail if it helps.
Currently our tickets are seen on a queue system. Everybody's issue is important to them, and given that most issues are resolved fairly quickly, making a priority ticket would be rather moot, in my humble, personal, opinion.
Those that are wanting to change their avatar, is a quick email, those with major issues are a longer thing to deal with, as lot of checking goes on first.