I still say if there was a support ticket system involved instead of direct emails that nobody can find or most are not even sure where to send an email too things would speed up, get answered faster and they could be tracked much better.

I know these guys like making there own software and all, but in my opinion something like kayako's esupport (http://www.kayako.com) would be very helpful for this. It can handle tons of support tickets with as many different departments as you want. You can see more can create automated replies, and it notifies the end user that their message was received...Anyway I used this when I worked for a hosting company and we received well over 500 tickets per day, probably closer to 1000. Without it there would have been mass confusion and lost communication, and angry customers. You can purchase it or go monthly for very reasonable. Many medium to large hosts use this, as well as other types of companies. Kind of over kill for the little guy or site, but for something like boonex I really think it would be helpful both to them and the customers.

Just my thoughts on support email vs. tickets.