I saw this thread a few minutes ago, and it made me think of all of the trouble I've had with Steam and other companies, in regards to getting a quick response time. I haven't submitted a lot of tickets to Stardock - how often is this an issue? Would it be helpful to have a small group of volunteers go through tickets and "prep" them for Stardock to look at?
The idea is that this would increase that crucial first-human response time, and lessen the burden on Stardock's support staff. The key would be to have it set up so that the volunteers are not actually answering tickets, but passing along a general "can you give us more information on this?" Or an "Ouch, thats rough. I'll do what I can to speed things along." If the issue is resolved by this first level, that's great, but the volunteer would not have the ability to mark a ticket as complete (although I would imagine a user could mark it complete themselves).
