Include URLs pasted your browsers address bar in every report.  Product URL or Admin Panel URL.

"Critical" refers to problems that require drop-the-phone immediate attention such as site outages (longer than 1 hour), code errors, or the inability for customers to checkout and pay.  "Severe" refers to problems that allow cart to function normally but are extremely disavantageous to the business such as incorrect pricing or shipping, missing information, or site design problems.  "Normal" importance means that your problem will fall into the normal queue.     "Request" refers to questions, feature request, or site business practices questions.

First names will be just fine.