A system that I've used in the past, that sometimes works, would be to have the users fill out a "checklist" of items/questions when submitting the email. Trouble Url? Error recieved? Complaint or problem? Etc etc. If you know the user base and this is provided up front, it may help with some of that. But that assumes the checklist is viable for them to fill out as well as making the questions answerable and usable from both their and the developers perspective.
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A system that I've used in the past, that sometimes works, would be to have the users fill out a "checklist" of items/questions when submitting the email. Trouble Url? Error recieved? Complaint or problem? Etc etc. If you know the user base and this is provided up front, it may help with some of that. But that assumes the checklist is viable for them to fill out as well as making the questions answerable and usable from both their and the developers perspective.