I've seen this on alot of other forums and it works to great effect. All I'm thinking is that maybe it would be good to setup some type of support section that only the Support Team would be able to read but any member would be able to post in there and see only the thread they created - if that makes sense. I think one of the problems is that people don't want to openly talk about their problems and I know some people don't like PM'ing so maybe it would be a good thing for having "sessions" were several members of the Support Team would be able to post in the thread and of course because the team are the only ones able to read the threads, the members might be able to talk alot more openly.
I hope that makes sense
I hope that makes sense