I doubt anyone really cares about the id. But having something to reply to, and some kind of indication that, oke something is on the other end and I’ll get a response in the future (for support purposes). Our current support thing looks like and it’s always quite clear to customers what’s going on:
Hi.
I have received your email message requesting support and have logged an issue as SUPPORT:12345 so that someone who is alive and conscious can have a look and help you. Please expect a response from someone in our support or development team, soon.
Expected response times are within 24 hours (on work days) for Premium Support, and within 72 hours for general support. Depending on our workload, responses can happen quicker or slower.
Also, please make sure to keep the identifier "SUPPORT:72977" in the subject line for all further communication about this issue, so that it will be easier for me to track future responses from you and make sure they are associated with the already open support request.
PREMIUM SUPPORT
If you have sent your message as premium support item, I have opened an initial support ticket for you. As per our premium support guidelines, individual tickets will apply for unrelated requests; if your message fits these criteria, a member of our support team will contact you and let you know how many support tickets will apply to solve all issues.
Yours,
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