I do not use AIM. Whenever I am at your website, I see "support is offline"
what is this?
I want to have written contact with information and messages which can be kept, read and studied. Your "ticket system" works in a way that the only way to identify a support ticket is a number in the subject, you never repeat the messages in the body... the client has no chance to identify to which step of the communication this incoming mail is responding
the client has a lot of incoming mails only identifyable by some numbers in the subject
no overview possible about ticket history etc.
I am sorry to write this hear, but I see no other way, as you have no "client forum" like other providers etc.
when I opened my account with you, there was a forum.
That is bad. Don't force your clients to use some AOL or other tools instead of "standard communication"
if your USA-clients use AIM, could it be because there is no other mean of communication?
What about clients in other timezones?