Wow, glad you finally got through to someone that could help!
I wonder what wacky CS system exists that allows someone to modify a ticket and remove narrative? I've seen systems with a wiki-type editing history log. But never one that allowed someone to just strike stuff from record.
Bad CS system would explain in part how Tesla customer support has been so bad. Tesla seems very into developing its own software including ERP and owner forum systems. I would not be surprised if they developed their own CS system. The owner forum system was the worst piece of crap I have ever used so I would not be surprised if the CS system is not much better.