Do anyone's support tickets go unanswered?

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Hello! I'm am just curious if any one else has had service requests go unanswered for months at a time? I opened up a request a while ago about courses not being marked as completed - it is showing as "Not attempted"  but showing as completed in the history. Early on in the ticket, the rep gave me a potential work around to try the bulk loader to force the dates but I replied that unfortunately that it did not work and I added a list of new usernames and courses where this was happening. Their last update was over a month ago where