Have "Report A Problem" function provide a tracking number

I agree with elements of this idea and discussion. But I think that if they provided a tracking number, then people would want to follow up — and Quicken doesn't intend for these problem reports to create two-way interaction between customers and their support teams. I think that providing tracking would require significant additional staff time to respond to all the follow-ups they would get asking about the status of the reports.

I don't know exactly what their process is with the problem reports, but I believe that some people on the Support team are tasked with reviewing the submissions. In some cases, I imagine the reports aren't clear enough to understand, and they simply discard them. In some cases, the description may be clear, but they cannot reproduce what the user is reporting, and the report is discarded. In some cases, the user describes what they feel is a "bug" but Quicken views as not part of the feature design and therefore a product enhancement request. In some cases, the problem describes something they know is already in their database. And in some cases, the problem is verified as a new bug an entered into their tracking database — where issues might be tasked for resolution in weeks, months, years… or never.

If they gave tracking numbers for every submission, many people would follow up either with Quicken Support representatives or moderators here to ask the status of their report or complain that it hasn't been dealt with. In most cases, the Quicken front-line staff would have to look up the number and reply, "Yes, we got your submission" with either no additional information, or saying it is documented with no ETA for resolution, or worst of all, "you submission was not reproducible by our team, so it was not passed on to product engineering." So that would consume their staff's time, and in most but not all cases, would leave users with no tangible additional information or satisfaction.

I definitely like @Jim_Harman's suggestion of providing users a copy of what they submitted — perhaps an email with the text and any attached screenshots (but not copies of the logs or sanitized file) — to both automatically acknowledge receipt of the submission and to provide the user record of what they submitted.