For a company like GoDaddy, I believe they should have all three methods. Getting rid of the ticketing system was for their benefit; not the customers. I don't believe the ticketing system was less liked by customers. Not only does the ticketing system allow customers to gather their thoughts, etc., as others have pointed out...it also lets the GoDaddy representative thoroughly research the issue, and document solutions for the customer. I personally feel that when a representative is live via phone or chat, they are not necessarily giving you the best solutions/answers...(unless it is a simple, question and not so much an issue). I believe they will tell you enough to have you on your way so they can get to the next customer. I work for a small software company, and our main method for support is ticketing. This is so they customer can thoroughly document the issue, and we can research and thoroughly document a solution, and there is less of a chance of miscommunication. Furthermore, the customer has the solution documented for future use.