A big help would be to use a real forum script for the "support" forums. There's only 2 to choose from... vBulletin and Invision. I highly recommend Invision.
Orca just doesn't cut it. You need to be able to create several layers of sub forums to better categorize support issues.
Orca just doesn't cut it. You need to be able to create several layers of sub forums to better categorize support issues.