The support queue is chronological. Knowing how it works is the difference between being answered sooner and pushing yourself to the back without meaning to.
Why it happens
Tickets are worked in the order their last message arrived. That is why adding messages changes your position.
What to do
- Write once, with everything in it
Server ID, what you did, what happened and the exact error. A complete first message is answered faster than three partial ones.
- Do not bump the ticket
Follow-up messages sent to raise priority move the ticket back to the end of the queue. This is the most common way people accidentally delay their own reply.
- Keep it to one ticket per issue
Duplicates for the same problem are closed on sight.
Worth knowing
Insults or abuse toward support staff end in ticketing permissions being suspended, and can end in the service being terminated.