Honestly, at large companies things work similarly to what you're used to, just at a different scale. But that means that you're usually focusing on issues tha

Honestly, at large companies things work similarly to what you're used to, just at a different scale. But that means that you're usually focusing on issues that are affecting thousands of users - something like what is described in the blog post probably doesn't happen very frequently, so it might not be noticed. One thing that the author never mentioned is whether or not he used the "Enable Flagging" option that is in one of the screenshots - that would actually be one of the best options, especially if he could then provide the specific correlation IDs in support requests.