now this doesnt really have anything to do with unity per se' but in a round about way it does. one way to control the flood of emails into the agents boxes, would be to setup a ticketing system with filters. so if you get three hundred emails about crons not working, you would have an auto-response prepared for how cron jobs should be setup.

if you get 200 emails about videos not uploading, which in most cases has to do with cron jobs -- auto-response would fire the cron jobs outline

so based see more on the categories provided in a dropdown box, and a decently written set of auto-responses based on keyword filtering. you could drop the number of tickets by 2/3