This is a long story. To quote Indigo Mantoya from The Princess Bride, "Let me 'splain. No, is too much. Let me sum up."
We've had some customers request that we have a web-based support tracking system, so that they can log issues online, track the status of their open tickets, etc. Now, as a company we've had such a system for a long time. In fact, our European office used it extensively. However, our US support team was hesitant and so it was never really publicized in the U.S. As I am on the front lines, face-to-face with customers, I've repeatedly told customers that "this is a great idea that we are working on implementing it soon" in hopes that the system would someday be utilized to its full potential.
A few days ago, I brought this up again, and was surprised to hear this:
"Oh yeah, we have that. The support guys have been using it for a few months now, and we've made it available to US customers." ...huh?
I guess I just haven't been using the Force enough lately, or I would have surely felt this disturbance as millions of voices suddenly cried out...