Forum is a added advantage for support, but you cannot replace helpdesk support with forum. Through forum you can provide an alert regarding some sort of major issue your are currently facing. Also can update the same forum thread as the common resolutions ,so customers can avoid to raise a ticket. Also note that the issues raised it forum cannot be neglected and it should be resolved in limited time, or else it will cause negative impact on host. If a forum is much active you should highly keep an eye on each post made in forum,since low quality services, downtime all will get reflected in forums, hence your forum itself ruins your business. Note that if you have shift supervisors for your technical support department, you should make them to monitor forum posts and to reply in better manner, hence your forum will be much good for your bussiness.
ServerMangement | Helpdesk Support | Web Development