I’ve been wondering if emails to support should somehow be categorized by subject line or sent to different addresses.
For example: I regularly send reports to support on Pre-Release operations and issues. But it is to the same email address that John Doe might complain about their place in line or a Production user receiving a broken machine. Obviously the broken machine should take precedence. The emails have to be Triaged and if the title is not clear may not receive the appropriate attention. Try doing that for hundreds of Support emails.
I’ve been guilty of sending unclear subject lines. Something like Report #23 for “Blue is a bad GUI color” or Report #24 for the machine has a yellow light and won’t turn on, “Help”. It might be useful to Support if they provided us some guidelines. The time between the email and response has grown a little and is likely to get very long if everything is in the same basket.