Well... two days later and the support system seems to be working. Been working on trying to get some 'end user help files' written. The aim of this is to create answers to the questions users ask and point them in the right direction. Even if they come back to us asking, it will be quicker to say 'read it on the website' than explain over the phone or over instant messenger how it works.
There are still some bugs in the system, but it looks like its heading in the right direction.
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