Just some background on how we respond to contact forms - A year or so ago we moved to Jira which, if y'all have ever used it for customer support tickets, you might already understand the issue - but if you haven't, let me say that it's not a good tool for that purpose and our team has really struggled to get it to work the way they'd like. It's designed as an issue tracker, not a way to interface with contact tickets.
So the person (singular) who handles those tickets as only part of their time was slowed down considerably by a terrible system. They've worked to get it into shape but it's…