We had to turn off pm's because we were losing track of having too many contact points.. Emails, pm's skype, facebook, etc.. It was a bit unmanagable and then peeps were getting mad when we didn;t get back to them right away..
The ticket system, although a bit impersonal, filters everything through to one place so that we don't lose or miss any messages plus we have a record of stuff if we need to go back and remember
hoog