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I like a system that gives me a reasonable expectation that support is being given impartially and not prioritized based on how whiny a little bitch someone is.
That's why I prefer a ticket system, not because it helps me get support faster, it doesn't. But because it assures me somewhat that while I'm waiting for an answer to a ticket I submitted a week ago there isn't some antsy little fuckhead hammering the support guy with ICQ's for his 5 minutes old problem, and getting all the love while I watch dust collect in my inbox.
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