For the reporting of problems please look at the sample ticket notices below to see examples of good and bad reporting of issues:

With the second email I would have a suggested fix emailed back immediately but the first email would have took longer to resolve. Again the more info that is included the quicker you will have the issue resolved.

First Problem Report

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Subject: Cant access email
Message:
My emails not working..... Please help.
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Second Problem Report

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Subject: Outlook fails to start
Message:
I started Outlook from the shortcut on the desktop. It stopped with an error saying that the file  "dummy.txt" is corrupt, please run the repair option. This was working yesterday but I remember that the machine was powered off by accident last night. I have tried to login on another machine and start Outlook and can access my email.
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This is a very good description as it tells the error message, describes when the application was last working and gives a note of a possibly significant event that might be related. A similar ticket could have been
raised with the following information and would have took longer to be fixed.