When the customers of the Company have a problem or want to ask a question about the software, they either do it through the Company web site or by sending an e-mail to a specific support address. If they send an e-mail, they need to specify their customer ID in the subject line. If they use the web site, an e-mail is automatically send to the support address with the customer ID in the subject line.
The support address is in fact some kind of a mailing list and the e-mail is sent to most of the Company developers. The subject line also has a unique ticket ID. All e-mail exchange with the customer or internal inside the company have the ticket ID in the subject line and are copied to the support address.
The customer receives in return to his initial message an e-mail indicating the ticket ID.
All this is rather standard. Here is something specific to the Company.
Whoever knows better the problem or the question replies to the customer. There is no procedure to decide who needs to reply to the initial message. Of course, if a developer has already received (through the support address) a response to the initial message from a colleague, he will refrains to answer directly to the customer, or he will do it after coordination with the initial responder.
Sometimes, two or even three Company developers answer the initial message. Most of the time, these responses will give similar or complementing answers. If this is not the case, then the different responders will coordinate and the one who has given incorrect information will say so to the customer.
This process ensures that most of the initial messages are answer very quickly. Fast reaction to customer problems or question is one aspect of the Company support that makes it "outstanding".
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