In reply to Zachary Skaggs.

I don't disagree at all about the support experience (for both sides) being better externally.

My point was simply that ignoring the support forums is a disservice to yourself and users.

Use them as an weapon in your arsenal to build an awesome product with a great following instead of treating them like some black mark that is a burden.

They are a tool and an asset that can benefit you greatly.

Note: I would LOVE to be able to redirect to an external page, but that's not something I ever expect to get.