Yes it is. Some essential changes to our ticketing system now mean that customer updates are treated the same as a staff update and push it to the back of the queue. We are unable to provide a 'quick fix' and this will be addressed by a re-write of our ticketing system to come at some point in the future.
We appreciate that this is far from ideal and have put in measures on our side to catch any tickets constantly pushed to the back of the queue.
