Basically, we want users to be able to help themselves as much as possible. Having the auto-suggest feature when submitting feedback via the JS widget is great, but it doesn't help anyone that emails directly.

It would be cool to:

1. Be able to setup an auto-responder in general (so people know their email was received)
2. Be able to respond with KB results based on the subject / text of the email.
3. Be able to only auto-respond if a KB result has a high-likelihood of answering the question (this one is tricky unless you have existing heuristics)

It does kind of suck that even if a KB result answered the user's question directly, we'd still have to take the time to respond to the emails, but it might teach users to search for their questions.