MiniGadget customer services are now using an online ticket system, like lots of other companies which have many customers to attend to.
We changed to this system to allow quicker and more efficient communication. With a support ticket system both parties are able to log in to our helpdesk and see the whole thread of communication. This reduces confusion and delay caused by communication through multiple email threads. If our customer services team have to read through many emails, in different threads (often sent from different email addresses meaning multiple searches of our system) it can vastly increase our response time.
Using a support ticket system means any member of our customer services team can access the complete situation details quickly and easily and are therefore able to respond more promptly and efficiently to your query.