Would it bee possible that when support is replying to and ticket to include the original request text? It would make it easier to identify to what they are responding, if you have multiple support tickets open.
We can try to quote your responses for you if you request if in your first email. Also, a friendly note that we prefer to keep everything on one ticket unless there are two or more completely separate issues. If you have any questions or concerns please don’t hesitate to contact me!