Sorry, I'm getting nowhere in group other than crap.

Please make a blog post, soon, about what's being worked on.

This way you will eliminate the "impatience" people think others have and will put the minds of those waiting for help at ease.
Kill two birds with one stone.

Most of your customer base understands you are under a lot of pressure, doing a lot of work and doing the best you can do. They are NOT assuming that you just aren't working hard enough, fast enough, long enough(wow that sounds xrated). But, personally, I look at issues from both sides and I can completely understand the frustrations on both sides of that fence.
This is part of the communication people have been telling you is lacking. I am not saying you're not listening, not answering, or whatever else. I am offering a suggestion that can help prevent a lot of frustrations on BOTH sides.
Trying to reason with people in group chat is like nailing jello to a tree, just when you think you're getting somewhere... it gets all mushy and gross. I'm not giving up but this is the reason why we need somewhere to post this stuff. It isn't SEEN in group chat by those who need to see it, or it gets drowned out by people who think these suggestions are signs of impatience. Not true at ALL and I don't know how many ways I can say this to get that across. Maybe I should start speaking in another language instead.

There are people who are waiting on responses to tickets. There are CSRs who are waiting for customers to respond to their tickets so they can go back in the que for help. Here is a great way to solve both problems.

Post a blog update(and in world notice to all your groups, like you usually do).
In it please let us know a general idea of what's being worked on, why there are some pretty long delays on tickets(general, we're not asking for a full explanation, lol), and what customers can do to better help you, help them.
Yes I know you've told us countless times to keep an eye on our tickets. Anyone with any sort of customer service area will tell you that it needs to be restated over, and over, and over again. If not for those existing customers, than for future ones.

We were told in group chat that the "baby ready" nests are being worked on as fast as possible and that this particular issue may be causing an even longer delay. That's an absolutely wonderful response, however only the 20 or so people in group chat saw it. Not good. Same as the message CSRs keep posting about making sure to check our tickets. No one but those in group chat at that time will see it. Group chat is really not the best place for updating folks, lol. It's a great place to get immediate help, especially from other members. But it's not a great place for the team to share important info like that-because there really is only a handful of us in there at any given time.

This is part of that vital communication.

Please update your community as soon as you possibly can in a place where we all can see it. We know not all will read it, but surely more than just the few in group chat NEED to see it. At least we'll have a reference point for folks coming into group frustrated about delays.