We have been looking at better ways to manage any support requests that we get for our products that would allow users to track their own problems plus find any matching problems from other clients. Its not that we get a lot of support requests but if the growth we are seeing at the moment continues it will make that growth easier to handle.
We have looked at a number of Open Source support products and have decided to implement one called osTicket, we have been carrying out internal trials for a few months and have been impressed with the functionality the product offers.
Use http://www.shieldadvanced.com/osticket/ to access the site. You will first need to register before you can enter a ticket with the details of your questions/problems.
Just as before we are happy to take your phone calls but would prefer that you use this process to ensure we provide you with a first class support experience.