It is a suggestion. I've said it many times. And I know others who
handle email feel the same way.
If you want as response adding confusion is NOT a good thing. And
not sending directly to support can confuse both 'filter' and the humans.
When you have an email folder to slog through and one of the letters
shows and NOT being "To" support it may be deleted. Sometimes filter
drops things in the wrong folder - I've had non-PM-list mail in this
folder from time to time. So if I were doing support and I saw some
email to some other address I would sometimes delete it and go to the
next one. Especially if it was busy and I was trying to answer
everything.
And it is possible to confuse the email filter so that a support mail is
sent to a non-support folder. It might end up in a list folder and go
unread for a long time, or be deleted. I know a number of folks who just
delete the pm-users backlog if it gets too big.
It isn't policy, and it isn't deliberate. But it is common sense. If you
want something to get to support effectively, EMAIL DIRECTLY TO SUPPORT.
Don't toss support in CC or make it one of a slew of addresses, etc. That
just begs for confusion.
-MZ
-- Livingston Enterprises - Chair, Department of Interstitial Affairs Phone: 800-458-9966 510-737-2100 FAX: 510-737-2110 megazone@livingston.com For support requests: support@livingston.com <http://www.livingston.com/> Snail mail: 4464 Willow Road, Pleasanton, CA 94588