Harder or smarter? Help!

Danny's on a mission to have us work harder not smarter - NO, smarter, not harder!

He asked me to identify the biggest issues in last month's support emails in order to focus the developers. There were hundreds of tickets, lots of hundreds. Not all were "issues" - many were auto replies and bounces, or just plain questions - but I needed to open most of them to see exactly what they were about.

Unfortunately I did such a good job he wants me to analyse your emails for every team meeting. Darn.

So I can work smarter, what I need is descriptive subject headings so I won't need to open each ticket - just look at the subject and tick the appropriate box. A general idea of the issue is all I need, eg registering PJ, export problems, installing, template issues. It would make my life a lot easier and I would be ever so grateful.

Oh, one final thing - Can you give every new question a new ticket? If you're hitting Reply, just change the subject and remove the ticket number if you're raising a different issue.

Thanks! Christine

PS Don't worry - we will still respond to your email - this is just to speed up analysis :-)