[steven_braham]

Could you please explain that further? Isn't it standard practice at a lot of companies that you raise a support ticket instead?

[twobyfour]

That's a very "enterprisey" interaction. Most people and companies that hire freelancers instead of large agencies do so because they want less bureaucracy and more direct access and personal communication. They want to know that their request is being received and taken care of instead of going into some faceless potential black hole of a system.

[cm2012]

Yes, but people hate doing it.