All requests for support should use this ticket system independently of where you bought the products.
The advantage of the ticket system is that all communication exchange is saved making it easy to view a full history. This beats using systems like chats or emails! We can also assign the case to a specific staff member and rank it by priority.
We have two staff members that monitor the tickets and every-time they reply to your ticket you get a notification email with a link to your ticket. When you reply we also are notified and each staff member can filter tickets by awaiting-response.
By concentrating our resources in the ticket system we are reducing the support times, we are learning about the most common issues and we are adapting our website, manuals and software to reduce issues.