Web based request form time out?

Hi,

We have reports that when a client submit a ticket using Web portal (Which is our only method to submit requests), they may or may not receive the confirmation page.

It appears that the problems is with some ticket, takes longer to fill than others, thus it times out. When that happens, the user will not get a warning or failure page but simply take them back to the client page.

Assuming time out is the problem, Is it possible to extend the wait time/ TTL or such setting to preventing this from happening?

More than a few occasions users believe a ticket has been sent to IT but it was never submitted successfully.

Thanks,

Jason