I raised a ticket recently and not had much of a resolution or feedback on it. I guess you’re busy, I know you’re busy and I ask difficult questions. However as a customer I’m just staring into my e-mail inbox not seeing much dozens movement.
As you are working with Zendesk, is there a customer access? It gives me the reassurance that I can at least see that nobody has closed this ticket - there is an update I may have missed in my full inbox with many spam filters. I have worked with companies that did that in the past and I find it useful and beneficial as a client.