Ticketing systems don't need to suck - you could set one up to work nearly identically (maybe even better!) to the system they have here. The workflow is pretty

Ticketing systems don't need to suck - you could set one up to work nearly identically (maybe even better!) to the system they have here. The workflow is pretty simple * Customer e-mails the support@ e-mail (or even your personal support e-mail), it's thrown in the ticketing system. * You read the ticket * You reply to the ticket, it's sent from support@ or your support e-mail There's no reason you need to have an obnoxious ticket generation e-mail, especially if you can get to it in time with a personal reply (generally because, at this stage, you don't have too many tickets to process individually).