@Peter_K, I'm hoping you see this message. I had tried to reply to another message but it got locked before I could submit it. It had to do with some frustration about getting help in this forum. I would like to offer a suggestion.
First, however, I have to say that I have worked in tech support and appreciate the demand of dealing with tickets and having to manage support forums - it can be hell.
I have seen several posts here of users complaining about lack of response to both these forums and the turn-around time with tickets. I have also experienced no responses to what I thought were reasonable and what I would think are common issues. To be clear, I was not expecting help from support, I did expect that some more experienced user would assist.
Let me suggest something that worked extremely well and made my support job so much easier.
Create an invite-only team of MVPs. These are people who have demonstrated expertise and contribute frequently to help other users in these forums. Allow them to carry some sort of tag in these forums like ThisGuy_IKMVP. Offer them benefits like SWAG (t-shirts, mugs) and especially free product. This be advantageous in that it:
1. Benefits you directly, you get inexpensive help in this forum.
2. Benefits IK reputation as a company with great support for their products
3. Benefits IK support, you can easily direct real support issues (software not working) to the ticketing system and user help issues to the forums for the MVP to handle. Furthermore non-MVP will want to be MVP so you'll get even more help.
4. More benefit to IK support, MVP will develop articles, videos for common and not so common issues.
5. IK customers, they will get timely responses to their issues.
This is a tried and true model that has worked for Microsoft (I was a MS MVP) and other companies that offer support on forums. I hope you'll give this some thought and run it up the chain. I love your product, not so much these forums but I get the burden issue - not criticizing.
xp