This is the same conversation on both sides. You write, I answer in the thread, and you answer back in the same place — no reference number, no "do not reply to this address", and no thread that quietly ends because somebody's mail client won.
Three fields. The category only decides how fast I get to it, so pick the nearest one and move on — I would rather have the message than the perfect label.
Checking whether you are signed in…
What happens after you press it
01
It is read, not triaged by a robot
There is one person here. Nothing auto-replies, nothing assigns you a priority you cannot see, and the category you picked does not send you anywhere I am not.
02
A first answer inside one business day
Sometimes that answer is "I need to read your code first, give me until Thursday" — but it arrives, because going quiet is the thing that actually wastes your week.
03
The thread stays open until you close it
Answered is not closed. You can come back to it a month later and the whole exchange is still there, in order.
04
A bug in something published usually becomes an issue
If it affects other people it belongs somewhere public, and I will say so in the thread and link it rather than fixing it silently for you alone.
Asking for a feature instead?
A thread reaches me; the request board reaches everyone. If what you want is a change to one of the products, the board is the honest route — other people vote on it, and I build in that order rather than by who wrote most recently.