I once had to deal with a hosting company that had a ticket tracking system that would mark tickets as closed if there was any kind of customer reply, and they had a fat fingered support person or two that also marked tickets as closed..and of course, if a ticket was open for too long they'd automatically be closed, so any ticket I send on a Friday gets closed by Monday morning. I HAD to open a couple dozen tickets and replies to tickets before someone finally replied to me and apologized for the whole thing :) Needless to say that was one reason why I am no longer with them..

But I can sort of commiserate with the OP. Midphase support is not exactly the best...I've spent hours trying to get them to understand the most trivial things, like when a friend's website wouldn't work because the mysql server was awol and the support person didn't understand what was wrong with nothing showing on the website. Yeaaaahhhhh.