Yes, have a good FAQ which becomes your canonical reference point. http://dabase.com/blog/How_to_create_a_FAQ_that_does_not_suck/ http://dabase.com/blog/How_to_

Yes, have a good FAQ which becomes your canonical reference point. http://dabase.com/blog/How_to_create_a_FAQ_that_does_not_suck/ http://dabase.com/blog/How_to_create_a_FAQ_that_does_not_suc... I have a fairly complex Fastmail email setup in my organisation to share the support mail folder with my colleagues. Ultimately all people added to support can see all past "conversations" and join the conversation. Huge PITA to setup though. Still prefer it as it's not locked into the semantics of some ticketing system evolving to be email.