Support is always high priority for us and we strive to provide the best support experience our users can get. Everyday, we get a lot of support request from our forum, old Joomla! contact form and ticketing system.
Old ticketing system bugged us a lot and we missed ton of features in it to provide best support experience to our users. We've checked all support extensions from JED and finally decided to go with HelpDesk software by iMaqma.
Joomla contact form is not good enough to handle sales or support request and we failed to provide support in due time. Now everything will handle via ticket request and we don't want to miss any message come to us.
From now we've enabled a extra support layer for our Standard club subscriber! so they can easily create a technical support request through our new support system.