Ever since the adoption of Salesforce? at RSA-Archer Support, a customer email to firstname.lastname@example.org results in a reply that does not include the problem detail (the body of the original email message). If you are lucky, the subject has not changed, so that a day later you can search for and re-read what you submitted, in order to provide context for Archer Support's first response.
This amounts to a lot of lost time on the GRC/IRM front line if you have regular support requests. The quality of the initial response to a support request from one Archer support person to the next is not consistently good enough to "forget" the original problem description which may have included record numbers, pictures of errors, etc.
And forcing a cumbersome login to the Community site to begin the support process is not ideal either. RSA Archer should simply return to the days of replying to a support request. And a technology as expensive presumably as Salesforce should have that capability. ServiceNow has that capability. And so did Archer Support until the move to Salesforce.
This enhancement request is really just a plea to resurrect the "reply to" behavior that constituted thoughtful support in years past.
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