I think ticket system with direct email is the way to go. Forum support systems end up with way to much junk in them and are confusing to find the right answer. Phone and to a lesser extent live chat are hard on reps. While I was doing customer service for cell phones there was a routing issue and my line was getting fed by some escalation line. After de-escalating 35 consecutive calls I asked my supervisor to take me off the phones because if Mother Theresa had called then I would have told her to go to h***. They managed to fix the routing issue while I was scowling up and down the halls and I managed not to say anything that would cost me my job.