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This list is missing the classic, and still excellent, Request Tracker.
https://bestpractical.com/request-tracker
https://github.com/bestpractical/rt
(I have no affiliation, and I’ve only ever interacted with it from the request-submitting side. But it’s always been straightforward and rock-solid, and it’s worth something that the same system has worked continuously for apparently 20 years. And it’s flexible enough that I once worked with a small institution that wired up Request Tracker for submitting jobs to a large-format printer.)
Yes -- and companies or governments don't want to be _contacted_ by you. It's a cost to them. The median "contact us for a sales quote" form is clearer and has less friction than the median "file a complaint / ask a question" form.
One reason not in the article people might use forms instead of email is the "set and setting" of being a guest on a website and filling out their form. When in "your" email inbox as opposed to on "someone else's" site, you may conduct yourself differently.
An example of this is the sometimes-onerous Github issue template questions. I'm not arguing they're not necessary, but they do two things: mandate required information and _imply_ that you are a guest and you must hold yourself to someone else's communication norms.
If you want to contact support, you have to threaten to cancel. If they even care about that.
Obviously this can't be applied to essential services like healthcare etc.