Communication between departments

I have been having issues with our splashtop agents being uninstalled thru syncro for over a week now. After opening a ticket and being told that your development team was working on it as a priority, I have not got anymore info on status thru standard channels. This ticket has been open for at least a week (with others longer), and not being told a thing from your tier1 tech team on status other then they are working on it. Please have more communication between departments, so your customers know what is happening.