On Thu, 04 Jan 2018 09:33:51 -0500, William Herrin said: > Why anyone thinks it's acceptable for the form submission to vanish in to > the faceless support queue is more of a quandary. The form submission > should provide a case number, the individual to whom it is assigned, direct > contact information for that individual and a promise that your report will > receive a response.
The very real problem with direct contact info is that people latch onto it. Then, if there's another issue the person will bypass your form submission, send a direct e-mail - which would then not be dealt with if that particular person wasn't working, for reasons ranging from vacation to no longer being with the provider in an abuse desk role. Been there, done that. Been out of the country and offline for 36 hours, reconnect and there's a user with a problem that would have been dealt with 36 hours earlier if they had sent it to our help desk instead of to me directly.
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