We use a helpdesk system to deal with email contacts to firstname.lastname@example.org
Whilst there are many benefits to this, a downside of it is that because of the way it organises your enquiries, if you reply to an old email with a new issue, there is a good chance we will take longer to notice it.
An example would be you email us with problem A, Ben deals with it.
A month later you have problem B, so you reply to the last email in the thread to do with problem A. However Ben is now on holiday and I am only looking for new problems or problems i’m already dealing with. So I miss problem B, because it neither belongs to me, or is new, so it is not given prominence in my view of the helpdesk.
Sorry its pernickety I know, but if you have a new problem, its best to send a new email. This way we are more likely to see it sooner and get your problem sorted more quickly