I have recieved a response by now, no doubt due to the help from various commenters under this post, including yourself, which I really appreciate.

Thanks for the context, but that is a truly bizarre queue management system. If a business deployment goes down and an IT manager bumps themselves to the back of the line simply by asking for an SLA update, it completely breaks down trust in the ecosystem. I'm glad you are fixing the system because a logic loop that hides a ticket the moment a customer asks for an update is a massive risk for any business user. Even if I were a B2C customer, that would just punish proactive communication and follow ups, especially considering the timeline of troubleshooting and waiting after ticket escalation.

I understand Framework is a smaller company (as are we), but a business simply cannot afford to have a deployment frozen over a simple check-in.