In September of 2011, I sent out an email asking for help, feedback to help us serve our customers better.  Since that email, we have been working to implement some of the changes requested to better serve you.  Some of the easier changes were the Priority Blocks and Regular Monthly Updates, which seem to be working very well.  Some of the other changes have taken a little longer to implement and are finally coming to fruition.  One of the things that was requested was a way for our customers to see their open tickets (work being done) and closed tickets (work already done).  The point was made that, although we try to keep everyone up-to-date via email, we often have the tool that our customers use for email, so the…