Originally Posted by Sly

I think a ticket system is the most efficient. Customers aren't crazy about it because they want "live support" but I would definitely say that in the big picture, tickets are better.

Me personally, very rarely do I want to talk live unless I have a lot of variable questions. If everything is cut and dry... "I need this and this"... tickets are best. It's like the difference between a phone call and a text message. Why bother with the chitchat and waiting when you can send a message and move on to the next thing?