Reporting Problems
The users are on line and perhaps in their own space, away from you. They may want an easy way to submit problem reports. If they want to use e-mail, that's OK. If they ask you to build a problem reporting tool right into the software, that's OK too. The question is what do you do with those e-mails when you get them.
Write them on cards. That's right. You already have a good scheduling mechanism. Why not use it?[1] Let's go on to…
[1] Some folks want to have a defect database. We call that a defeatist attitude. On a greenfield project you may well be able to do without. Give it a try!
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