I was writing a ticket this morning and while adding in details I was logged out by the system itself. Once logging back in all the hard work I had slowly added in in probably ~2 hours (long ticket) was lost since the text field did not save any of the details or apparently register me as an active user so autologged me out.
My suggestion would be that the support tool would be modernized to current standards. “Last activity” and text entered would be saved like they are in the forums right now. So what happened to me would not happen again.