I realize there’s a reason a system is chosen to direct and prioritize and it may actually help speed a resolution. Submission by email likely lacks the system benefits as well and not the recommended method unless normal mode is down.
Doing it the system correct way wastes my resources and apparently at times causes issues for some other members. The ticket system is set up to primarily benefit RW not for members’ ease of use. When members have to jump through loops to open tickets they may just say the heck with this and suffer with their problem.
They system is flawed and hard to navigate to begin with. What’s with the pencil taking you back to select topic? Many would think a tap or click on the pencil would allow writing. That’s just where the confusion begins.
@louisdi have you actually played around with the system to see how it can cause beaucoup confusion?
By no means is RW alone as most companies support or CS processes involve similar loops but RW’s tops my list for the confusion factor…