on support.snom.com "View Tickets" in the list of ongoing tickets its hard to see which ticket is the pertinent one: This could be easily resolved by showing a short description of issue in the "view tickets" list.
This becomes an issue because the user can't just reply to a incident update via email. On top of that there is no link to the specific support incident in the update email so we need to login to support.snom.com and find the ticket among the list of VERY GENERIC DESCRIPTIONS of problem. NOT very convenient at all.
In some ways it appears it is intentionally being made hard to get to support.