I've been doing by email for the last 4 years and it's mostly fine. I don't get a lot of support requests, maybe 2-3 per week. But when I do get them, they're hard to keep track of because they often require a few messages to and fro to resolve the issue and email clients are kinda crappy at tracking open conversations.

Also, collating data is basically impossible in emails, and relies on your own memory for identifying persistent/recurring issues. Having all that data in a queryable database, along with automated queries, could give proactive hints on what to work on or fix.

So, before I build my own support software (which I'm already part way through, of course ) does anyone have any suggestions?