It looks like you're approaching the question from a project/client point of view; I think the OP meant from a product/user point of view. ie. user purchases y

It looks like you're approaching the question from a project/client point of view; I think the OP meant from a product/user point of view. ie. user purchases your product, has problem/question, emails support@example.com and the support ticketing system picks up the email, autoresponds, etc. I think what you're talking about is a bit different... although please do correct me if I'm wrong.