…the primary reason I'm moving to a support desk is that email is becoming increasingly difficult to deliver.
As I said in a post this morning, I'm getting an increasing number of "second request:" emails from people. This is nearly always because they haven't received my reply to their first email.
The system sends out emails, but even if the customer doesn't receive the emails and wonders what's going on, the answer will still be there in the support thread.
So the line of communication between me and my customer (or *you* and *your* customer) isn't cut off.
