There is really not much of a secret here. Following basic (n)etiquette, giving a clear statement of the problem, refraining from casting aspersions on other posters and/or various parts of the company, not hijacking another thread on Community, avoiding explicit expectation of an "official" company reply in a forum where responses from employees are strictly voluntary, that sort of thing. These are regarded as minimal requirements on Wolfram Community and, we rather expect, most other professional on-line communities.