IF YOU CAN, pls consider replacing present email based system with a more structured one

IF YOU CANNOT, find a way to improve what i try to summarize below.

(this is after a few support requests i did in a couple of months - via site form "contact support").

my experience:

--1 starting a request from a real project, so i am logged in already, im asked to give my name and mail again in the form?!?

--2 no hystory, no traceability of requests, since all is done via email:

--MAIL1 as i send my message i lose it: no receipt, no ref number

--MAIL2 in the answer (with a generic "Teamhood support" only in the subject) im told about "my ticked" but still i dont have any reference of it?!?

--MAIL3 this handling is so prone to human error - just to have an idea: i asked for help on a TECH ISSUE, i was (quickly&kindly) answered back with an email with "special offer" in the subject?!? no mention to my problem at all, just commercial offer?!? i replied to it, one week later without any follow up i asked again, this time i received kind apologies, but.. still in the "special offer" discussion?!? (note: the apology said my email was lost somewhere..)

--MAIL4 i wasnt ever asked for any feedback/satisfaction, reason why i opted for this "feature request" (considering support quality always "part of the product/service" itself)