Email piping to a ticket system and live chat when clarification or discussion is needed.

I prefer a ticket system using a web-based interface for creation and replies with an email notification that the ticket has been created/responded to. Most clients seem to prefer email since it doesn't involve a username or password. However, email is subject to mis-direction into a SPAM folder or being deleted by mistake. Another problem is that clients may use an email account that belongs to the hosting account that is failed, so the email may not be sent or received.