[BobaFloutist]

Sometimes it's valuable to receive a (clearly non-automated) support response indicating that the message was received and a proper response is in the works, just to confirm that the support channel is actually still functional.

Even just confirmation that the website form isn't a black hole and that support tickets aren't now exclusively accepted through Twitter, Instagram, or a secret discord server can be very reassuring.

[mezzie2]

A large part of my job is end user support in a corporate environment. I always do this - even if I know an issue is going to take a while due to me having to reach out to other departments/a vendor, wait for an answer, and potentially go back and forth, I always reach out to let people know I got the email, that I'm working on it, and that I'll reach back out when I know more. If possible, I also suggest workarounds/alternatives for them to use/do in the time while I'm working on the problem.