I have a theory that most support staff lick the screen to try and understand a support ticket.

Having provided IT support as part of my roles for >20 years. I know how to write a useufl ticket. But can someone explain to me why so many support staff have never learned to read the content of the ticket?

My seasonal spirit has dissipated and have grown tired of quoting things back to people. I've had this for 3 tickets with 3 support staff in 3 different organisations today alone.

Just why..?