LucifersDaddy no longer at CG?

I work in product support as well. Number one rule when you design a 24x7 support process: If the whole process ends up with individual contacts it can't work properly. You have to have a ticket-based support process or at least a standard mailbox or distribution list. How can you expect one single person taking efficient care of requests coming in all over the globe. He/She ends up being the bottleneck.