Sometimes people have achievement issues, profile issue or site issues and as more post the conversations move down the list and sometimes are lost and forgotten and this can annoy OP.
My suggestion would be to develop/install ticketing system. All staff members would have access and be emailed when there was new submission. Each ticket would be given it's own id along with a status (open, in progress and closed along with the staff member who has took on the job.) Users could recieve a PM from a generic user GTN HELPER? To keep them updated.