A neat quirk of having an open source saas product is that really it's customer support that's the product (after all, you can get the software for free). I th

A neat quirk of having an open source saas product is that really it's customer support that's the product (after all, you can get the software for free). I think it makes for a higher percentage of tickets that are directly related to user experience--although there's still plenty of make-sales-happy type tickets too: gotta put a really shiny bezel around the open source thing.