We started to use the new Ticket System.
As a new system, it needs to be corrected, ok.
But, from my point of view, you forgot the most important think, a ticket have to be shared !
We, as the "provider" have to open and manage the ticket : this is OK.
Our customer have to have acces to the ticket, from the begining, to see the steps we are doing to correct his problem.
To make it simple, you must "copy" the acces right from the objet used to create the ticket.