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Please change the default text from "Title" to "Subject" in the end-user portal. There are a subset of users who think that the form is asking for their own job title and do not understand that it is trying to communicate they provide a short summary. "Subject" more clearly expresses the concept that it should be composed like an email and that the text box should be meant to give a short summary of the communication. Yes, user error. Yes, we've communicated correct use. Either way the language could be clearer.
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