In reply to Ryan Hellyer.

You are right Ryan,

Customers however have different level of technical knowledge. Sometime, they don't even know what a theme or plugin is. We ask for FTP in order to speed up the issues they are facing instead of making them go through the technicalities (which frustrates them very quickly).

Downside is that things like this can happen. At the moment we are using Groove.com SaaS helpdesk so no issues there. But our old helpdesk did have some tickets there.