The system of registration of requests and automatic notification by email

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Osoviich#0253 wrote:

Last year, in December 2024, I contacted technical support on a matter unrelated to technical problems.
I never received a response from technical support and did not notice that something was missing in the request system.
Recently, a couple of weeks ago, I needed to contact technical support again on the issue of purchased "Supporter Packs".
I wrote a request, having received a personalized email through a special form on the website pathofexile.com/support.
Please note that the request goes through the PoE1 website, because if you try to open pathofexile2.com/support, it will be empty.
I sent a letter via email and literally a couple of hours later received a response. I was very surprised by such a quick response.
In the letter, I was asked to clarify some details regarding my account. I did this and sent the letter again, this time with a response for technical support.
A day passed, then a second, there was no response from technical support. Where did all the speed of responses go?
I thought that I sent incorrect information or my letter simply did not reach the addressee.
Just in case, I sent another letter - again silence in response.
And then I realized what I was missing in communicating with technical support.
When I sent my requests to technical support, I did not receive a notification that my request was registered by the system.
Any serious corporations, companies and firms always have specialized software for providing technical support to users.
Otherwise, with a large volume of requests from users, such companies risk causing a collapse in customer service.
And it is very strange to me that GGG has not yet acquired such a system.
It is the lack of such software that creates difficulties for both users and for GGG itself in the person of its technical support. I am sure that if GGG had acquired a specialized system for processing user requests, then the number of requests from users would have decreased several times.
The main problem here is that people do not see feedback from the very beginning when they send their requests.
And not seeing this connection, they think that their request did not reach the addressee or was lost.
Then they start writing to technical support again, a second, third time and more.
The number of letters begins to grow like a snowball. Having such a "manual" data processing system, GGG drives itself into a corner, risking never getting it all sorted out with user requests. And this, in turn, is sad.
What systems am I talking about?
I will give several examples, maybe GGG will listen to my message and take measures to improve the situation.

Examples of popular Service Desk and Help Desk systems on the international market.

Service Desk: Zendesk, ServiceNow, Help Scout, JIRA Service Desk, Intercom

Help Desk: Freshdesk, Hubspot, Zoho Desk, HaloITSM, Kayako, OTRS

Many services are now implementing support for artificial intelligence, which helps relieve people of routine work and involve them only when necessary.