To handle cases like I can't get feature Y to work, we could probably have something like a conversation tracker, which tracks all the relevant bits of information the support person asks from the user. Then, the next time another user is having the same problem we could just sort of replay out the prior conversation.
Example:
A cannot get feature Y to work because they have a single monitor setup, so A fires an email off to support. The support guy reads it, realizes he needs more info and replies that he needs some more info about A's monitor setup. This reply gets tagged as 'request for more info'. Once, A has replied with the required information, Support responds with the appropriate solution.
Now along comes B who is having the same problem, so he sends a similar mail to support. The software realizes that it is a similar issue so it automatically responds with a request for information about B's monitor setup, and after B replies to it the entire information is presented in a single email to the support person along with the email and response previously given to A, who then decides if B gets the same response as A.
In my experience people rarely tend to read an FAQ/KB. I have pointed people to a particular question on the FAQ and then bolded and put it in red, and yet have people miss it. They would much rather send an email griping about the issue than read the FAQ. So I've had to send out the same email repeatedly. This was aimed at solving a problem such as that.
Example: A cannot get feature Y to work because they have a single monitor setup, so A fires an email off to support. The support guy reads it, realizes he needs more info and replies that he needs some more info about A's monitor setup. This reply gets tagged as 'request for more info'. Once, A has replied with the required information, Support responds with the appropriate solution. Now along comes B who is having the same problem, so he sends a similar mail to support. The software realizes that it is a similar issue so it automatically responds with a request for information about B's monitor setup, and after B replies to it the entire information is presented in a single email to the support person along with the email and response previously given to A, who then decides if B gets the same response as A.
In my experience people rarely tend to read an FAQ/KB. I have pointed people to a particular question on the FAQ and then bolded and put it in red, and yet have people miss it. They would much rather send an email griping about the issue than read the FAQ. So I've had to send out the same email repeatedly. This was aimed at solving a problem such as that.