We have used an open support forum for over 10 years and won't be changing anytime soon. We would monitor and respond to a ticket system just as quickly as we do here, and the benefit of an open forum is that you're able to look if others are encountering the same issue. It's been extremely valuable in the past when a social network makes a change so that multiple people can work together to report the change and help us fix it even quicker. I understand many free extensions use forums as well, but the difference is that we are actively and constantly monitoring and responding to posts here.I do not believe a forum is an adequate means for support for a paid item. I can get this with free components.
A support ticket system should be in place.
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