I recently spoke to the head of support about my history of getting account assistance. There was a time in 2021 when I felt tickets were not getting addressed and I started only emailing my AE which then would forward tickets to support and assist with follow up. A few months ago an important ticket got lost using this method; not realizing that this also was an inadequate approach as it was not properly relayed to support.
So what I've learned in talking to him is that it's best practice to email support and copy your AE on there.
So what I've learned in talking to him is that it's best practice to email support and copy your AE on there.
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