Thanks for the kind words
There are a couple of main reasons we attempt to resolve some issues directly via support rather than the forum, these usually come in the form of:
- An issue or question a user is asking that is specific to their project.
- An issue or question regarding a 3D model (or other asset) that the user might not want to share publicly.
This thread, in particular, seems to fall under the first category. When asking for project files we want to make sure that the user is comfortable sharing them with us so we tend to err on the side of caution and offer a private way for them to do so.
We do however keep note of every issue a user has when they either post a question here on the forum or directly to support and use that to inform decisions about what tutorials and documentation articles we should put together next.
Hope this helps clear things up