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I own a platform with several thousand unique monthly users within the company where I work.<p>In order to get to the point where you can raise a support ticket, we gently usher people through a flow that asks them whether they've checked our FAQs (that cover 90% of all tickets raised) and then provide them with examples of the kind of additional information that will help the support team to provide quick and useful responses.<p>Some ridiculously high proportion (half?) of tickets still come out looking like "it doesn't work when I do X" with no attempt to report what (if any) error was experienced or what parameters were supplied or what indeed their expectation for "work" was or whether this was "working" before etc.<p>I'm sort of coming to the conclusion that for some fraction of users, there is nothing that can be done to get them to think <i>at all</i> before raising a trouble ticket. Another theory: that for some people, hitting a problem is an excuse to stop working entirely and claim to be waiting on another team for support.