Gravity Forms announced today they are moving to a ticket-based support system, versus their previous forum-based setup. They cite that this will make it easier for them to manage and continue to scale. I’ve seen a few companies do this that are battling scaling issues — WooThemes comes to mind off the top of my head.
I’m glad they are keeping a community forum, as I personally use other people’s support threads a lot, but I almost never ask for it myself. Most basic questions have been asked for popular software. But as a developer, I know I’m in the minority. Moving to such a system also makes comprehensive and easy to navigate wikis and documentation centers very important. I look forward to hearing how this affects their support queue and business six months or a year from now.