Douwe, I think you should consider how to enable people who have sent a request to Fairphone Support and no longer need it to be dealt with to withdraw their ticket. In order to test if that is already possible, I just submitted a token ticket (it states very clearly that it does not require a reply) and saw that there is no such automatic option yet.
So my suggestion would be that you
- either technically enable “requesters” to withdraw/deactivate/delete their own ticket by themselves or
- draw up and explain a way how requests that no longer require a reply can be closed/deleted by Fairphone Support; perhaps just asking for and collecting such “dead ticket” numbers would already be enough.
I am sure that with the long backlog of tickets you still have, there are probably hundreds of out-of-date ones that even those who sent them don’t need or even don’t want to be dealt with anymore. Enabling them to withdraw their tickets could help reduce the backlog a lot and allow to focus more on those requests which are really pressing.
As soon as such a way was announced, I would be happy to advertise it in our Facebook group.