I can't find the post, read it on my wife's computer.

To #7) add ..

Be sure both partners are in the same Fellowship, or neither in set to Fellowship.

General response:

That's a good list you have there and it's certain going to help. You should make a link to it on the Main page as well as on the Submit page.

My response: make sure your CSRs actually check the ticket. It's NOT GOOD to claim the information was not presented when it was.

And questions:

Is it possible that adding a response to a ticket is a Bad Thing? Perhaps adding a response/followup causes the needed information to be lost on a previous screen?
Perhaps the follow-up resets the ticket aging so the ticket appears younger than it actually is?