Very good comments :) Patience is a virtue. From my experience running xp-dev.com - I do get a good handful of users submitting support tickets that sounds re

Very good comments :) Patience is a virtue. From my experience running xp-dev.com - I do get a good handful of users submitting support tickets that sounds really really arcanely simple, but my approach is to reply and solve their issue and immediately put it in on the wiki. Even then, there are some users who don't read the wiki and help documentation at all, and rather than loosing patience, I just point them towards the docs and most are happy to read it and say thank you. Only once did I have a really long conversation with a user, but he/she? was really new to the world of bug tracking and version control systems, and just needed a little hand-holding. The whole conversation is going up on the wiki as well.