Great post! I think your emphasis on waiting to respond to obnoxious tickets is important. Customer service is extra important when you're a company providing a service online. The customers can't see you, so they may behave differently than say, if a washer repairman was in their home. It's typically easier for a person to be rude behind a keyboard than to your face. You just have to remember that your job is to handle all tickets professionally, no matter the circumstance. If you are helpful, professional and empathetic most people will calm down and work with you for a solution. Of course, there are those random people who really are just jerks, but, like you said, they're less common than we think. Again, great post (you posses great wit) and thanks for sharing!