how quickly do you answer support emails?
callmeed: We have a ticket system (which is just a basic Rails app I built). When a ticket is submitted, the customer gets an auto-reply that we're looking into it. The ticket is emailed to almost every staff member (6 of 8 people). An initial reply is usually submitted within 30 minutes (not necessarily a resolution). Tickets become a thread of messages until it is resolved.I'm a big fan of a distributed/threaded system like this. I don't like direct emails for support.BTW, if anyone is interested in using our ticket system, let me know–I could open source it on GitHub or something.