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[admin]

on something like this, sometimes both is good, that way admin can find out how many people are having the same issue, especially if its something most people might now notice

The support ticket system is more for one on one type support, or directly related to a user account. The support forum is more a general resource for everything else. Like you said it is best to have both.

I wondered how you pulled that off,,

I can still reply to them before I approve them, but once I approve the thread I need to approve my reply too (strange I know)