Your initial reaction- frustration.

Mask it with appreciation instead.

When those simple questions are sent to support and you’ve already answered those same questions three times on your Help page, take a deep breath, and be comforted by the fact that your users care enough about finding the answer to e-mail you. They’re seeking personal, timely interaction, and when you’re able to quickly and easily solve their problems, it only adds to your credibility.

Learn from it. Why are they asking you this question?

Explore your options. Have you already answered it in your help section? Maybe you didn’t cover it well enough. Maybe you were a little confusing. Maybe you assumed it was self-explanatory.

If you’re frustrated with being asked the question, your users are frustrated with having to ask the question. Eliminate their frustration, and yours will be eliminated, too.

After all, solving problems is why you develop apps in the first place…