I pushed all of my support to an issue tracker, at work. The only requirement is to put a basic description of what's going on, the version that they're using,

I pushed all of my support to an issue tracker, at work. The only requirement is to put a basic description of what's going on, the version that they're using, and include the error text, in full. This immediately cut the time I spent, with support, by half. Some people realized the solution its almost always in the error text. Others spend hours trying to figure out the problem themselves, just to avoid submitting a ticket. People are strange.