@Cristian Antohe - Support Tickets are better when passing sensitive information back and forth. They are more private by nature which makes requesting and receiving information such as site logins much easier to manage... with forums you have to take those conversations to email or private messages.

Support Tickets are also easier to manage from a support team standpoint. You can assign tickets to specific people, etc. You can cut down on duplication of effort (multiple support people responding to one forum post).

There is a reason why large companies with massive user bases typically rely on a support ticket system rather than forums for a paid support environment. It's easy to manage.

A lot of support ticket systems also enable you to turn selected support tickets into FAQ items that are then made public in a knowledge base.