They should create a new help topic or make the "A General Question or Concern" open for everyone. Both things shouldn't take more than a few minutes and would certainly provide everyone a better experience when opening a ticket (there is a number of things that require you to open a ticket, and it's nothing user-friendly to have to go to a help chat or the forum to be instructed to use an "alternate" help topic.)
I personally find it unacceptable to provide users a report channel that is often "ignored" or "unseen". I think Volunteers and Contributors should work into a solution for this, since users will become very upset when they figure out that they're being ignored on purpose. If xat isn't willing to read these reports, then perhaps the best thing to do is to remove the button and have users stick to tickets only.
I don't think it's a good idea at all. This may give users the impression that it's always an option, and overwhelm you guys with messages and even distract you from tickets (which is the priority, I believe).
