Quote:
You said you would be "dead in the water" without e-mail support options? I was wondering why - that was the question. It seems like more and more people are moving from e-mail to ticketing systems. The other reason for the question is that we are close to dropping all e-mail support and forcing tickets. I would rather see why you do not like this approach.
Ahhh, a misunderstanding for sure. We DO have a ticketing system and ALL of the emails get an autoresponse immediately with their ticket numbers etc. ALL emails are directed to our support software and handled accordingly. What I was saying is that we would be dead in the water if this system required the clients to use the web based interface to send us an email.