At CUNY, I’ve been bcc’ing support requests into Highrise for a while now. As much as possible, I try to keep the tone positive and professional. When a user is coming to you with a support request, it’s most likely a frustrating bug, issue, or problem they’ve hit with no obvious resolution. Inadvertently responding in a snarky or condescending matter usually doesn’t help the situation.
After the Deadline is a service providing super-intelligent spell-, style-, and grammar-checking. It would be sweet to see a similar service offer real-time sentiment analysis on your support responses.