Making support a little nicer
Short, concise description of the idea
An idea for lessening the amount of support requests by people who don't want to search through the FAQ for their answers.
Full description of the idea
I am a support volunteer at www.deadjournal.com, which uses the LJ source code. I don't have an lj account, and I'm borrowing a friend's. I do not know how support works over here, but if it is anything like deadjournal, support has ton of issues with people NOT reading the FAQ. It would be nice to implement a "get forwarded to the FAQ" part of submitting a question. For example, http://www.cisco.com/go/certsupport will forward you to a screen of likely answers to your question, before allowing you to submit it. There are three pages of submission: filling out the complaint, checking the FAQ's, and the "you'll get an e-mail telling you what's wrong" page.
An ordered list of benefits
An ordered list of problems/issues involved
An organized list, or a few short paragraphs detailing suggestions for implementation
A default small selection of FAQ's that are popular for a specific type of support request (based on the category of the request)