Several months later, this problem still exists:
Ask me how I know. Or don’t. I’ll tell you: I responded to a ticket that I didn’t know had been closed. (To be fair, it had been a while since I’d had communication in that particular ticket, but the issue persists so I wanted to ping Support for an update. I fully expected to receive a closed ticket message and the need to open a new ticket, but I wanted to be sure before proceeding.) This template within the ticketing system should be amended so that users don’t get stuck in this message bounce loop with closed tickets. In other words: Don’t tell the user to “type [a] reply above this line” when the ticket is closed and will remain closed.
What really continues to drive me 
, though, is the persistent messaging about this non-existent process for allowing Support personnel access to user-submitted app logs. Because I couldn’t re-open the ticket for this Watch issue that began in April, I created a new ticket and referred to the previous ticket’s number. The first human response in this new ticket advised me to submit another log. Great. I did two during the previous ticket, so I can do another to show that the issue is ongoing. Anticipating what might happen next, part of my reply message said this:
I also understand that Support personnel don’t have direct access to the logs, and I don’t expect you to interpret those, so please don’t tell me about that part (which should be removed from your script). I expect the engineers to look at the logs (and hopefully the screenshots provide additional context) and investigate whatever changes they may have made on the server side around 1 April 2025.
Apparently I was just wasting my virtual breath, because part of the follow-up (from a completely different Wyze Wizard!) said this:
Please note that app logs are sent directly to our engineering team to use towards improving future app and firmware releases. These logs cannot be accessed or followed by our support team. We’re working on developing a process so that we can track these logs but it’s still very much in progress.
This is so ridiculous that it’s almost beyond words. It leads me to believe that the “Wizards” don’t actually read and/or comprehend the messages that customers are writing to them (one of the problems I mentioned earlier in this topic), which means that whatever advice they’re giving isn’t actually relevant and is pretty much useless, and this leads customers to feel devalued and increasingly frustrated. This 
really needs to stop.