Add triage guidance for support requests
The goals of these changes are:
- To provide engineers help when they are unsure how to classify an issue during triage
- To provide requester more specific guidance on where to find help
- To provide requester a course of action if they believe the closed issue is actually a bug
- Step to look for duplicate issues (to be consistent with the instructions in the daily triage emails)
This is based on the discussion during the Quality Team meeting but also on my opinions on how to handle. Feedback would be appreciated!
8/5 Edit: removed specific instructions for enterprise account support requests after discussion in #customer-success channel.