I'm not exactly a veteran here yet, but I've been on the front lines long enough to recognize a few trends. One of those is how often we have to request further information from the OP in order to actually help them.
My thoughts are - if we made a template available (not mandatory, but available..) to askers - pre-populated with all of the high-level questions that we have to know in order to make an educated suggestion (ie: model, OS version, Vendor, etc), would it improve the average time to resolve questions and ultimately, improve overall customer satisfaction?
Of course we'd still have a free-text area for explanation etc, but we would have the essential information already captured upon submission and wouldn't have to go back and forth repeatedly (in some cases) to collect this data.
Just wanted to gather input on this idea.