Thanks for posting to my post on the web hosting talk forum - I love HCL ... TripodSupport.Com is my outsourced support, and they are the ones who have done all the install ...
Currently, I'm aware of the following issues:
1) even though operators are online, cannot connect from chat (see http://www.hppchristianhosting.com/support/index.htm ...) it says "connecting ..." and then redirects to the submit a trouble ticket
2) submitting TT's works fine ... but once they have been updated, you cannot login and see the ticket anymore - it's all gone, as if it never existed.
3) the only way to find a ticket is to search by Ticket ID
4) when it says "2 open tickets and 4 closed tickets" .... clicking on "Open Tickets" (all) or "Closed Tickets" (all) says "no tickets found".
So, when an operator updates a ticket, the email sends successfully to the customer, and they click on the link, login, but no ticket is found.
That's the issues so far ... I dunno if it's my server or what ... I've told the support folks @ TripodSupport that i have a newer server they could try it on ... but so far, they don't think it's my server.