I've had experience with internal "support" that marks tickets as closed without actually fixing the problem. Sometimes the reason for closing suggests they hav

I've had experience with internal "support" that marks tickets as closed without actually fixing the problem. Sometimes the reason for closing suggests they haven't even read the email that opened the ticket. Think something like "Tool $X is missing on machine $Y. Please can you install it, according to $POLICY it is meant to be on all prod machines." Then the ticket gets closed with "The policy is correct. $X must be on all prod machines, we cannot change this." Without installing the tool. Then when the annual anonymous "rate your satisfaction with these services" survey came round, they wondered why the ratings were so bad - I made sure in the open text feedback not to go after the poor employee but to raise concerns about the performance of the team manager. I won't take credit for it, but I'm told things at $COMPANY have got better since.