I have open tickets with you from months ago, which have remained unanswered. And yet if I don't answer almost immediately, the ticket is closed and I have to start a fresh (albeit linked) ticket.
I work during term time only apart from a few weeks in the summer holidays. Your estimated completion time for a series of new reports (each with their own ticket) was the Monday before half term. There was no communication about this, despite me chasing a few times. The report tickets were finally completed after school closing time on our last day of term (with no apology for - or even acknowledgement of - the delay). All bar one of those tickets have now been closed despite me responding to that one to request that they all remain open.
Surely you know when half term is and even if you have your reasons for quickly closing tickets the rest of the time, you could add in additional time to allow for those who don't work during the holidays?
Please raise this issue with your Customer Account Manager.