Very true, I should leave the round-robin'ing out of the "at scale" pitch. But honestly, I think a single person being the load balancer for support scales pret

Very true, I should leave the round-robin'ing out of the "at scale" pitch. But honestly, I think a single person being the load balancer for support scales pretty darn far into the future. Seeing as it takes about one hour of my day right now, it can easily scale to 8x our current growth. (And that's not counting fixing all of the obvious support issues, so we can grow past 8x.) If you have a dedicated support load balancer, you don't need to switch up drip emails. Heck, I bet Customer.io and friends even get the switch emails part down to a single button at some point anyways. The problem with ticketing systems is, well, they suck. Your customers don't want to get "tickets", they just want someone to solve their problem. And when you're doing it in a really personal way they'll give you tons more feedback, and they'll share your product with more people. Ticketing systems are especially despised when you're building developer-focused products.