1) my mind for the time I am on the forum , Evangelist N1 correct N2 , N2 corrects N3 and N3 correct N1 etc etc...
2) it's not always possible and/or clear (at least with french support)
if (French) users don't have an order number to inform (see my screenshot), they say that the request is not processed by avast.
nb: I can't confirm it because I use a paid product and I can contact support but each tab of the support requires ID ("how to find" is useless without having a first order confirmation)
Why they don't have an order number, I don't know, but it comes back often enough on the French forum for me to try to see it more clearly here
Each time I tell them to check their email or try to contact support without entering order numbers but it is rare that they get an answer.Of course sometimes it's their fault(ex they indicated a bad email
)
Besides, this is also the case here sometimes and you evangelist, ask users for their ticket number to forward it to avast ... and I can see it works.
However, there are no such people on the French forum to forward unanswered tickets to avast
The easiest thing is to stress to your French users to use the 30 day trial NOT the 60 day trial.
You know as well as I do, ordinary users come to the forum only when they have a problem, there is no point to stress them to use the 30-day trial instead of the 60-day trial because it is already too late when they come