I think the ticket system is quite an effective way of a problem getting solved. Though I want to mention that I also love the support chat very much. It is a nice feature and you have a more live conversation. The advantage of the tickets is of course that you can specify your problem with a screenshot or something like that.

But the ticket system is very effective. Today "hitman" Tim fixed a little thing on my board, and well I posted the ticket yesterday: so it seems to be a fast and effective way. And as I bought the full version of the software I can go there for about three monthes for free.

And this service is not always the normal way, as I could find out yesterday with another company. They also provide a live chat BEFORE they sell you a product, but after you have bought it and if you want to chat again you are always redirected into a kind of tutorial where you have to read a little book before you find an answer.  Then I wanted to submit a ticket, but after trying to process it, there only was a big smiley telling me that I DIDN`T pay for this service ... 
Well I dont wanna mention the name of that company here, because I will still need their "service",
but they definitely could learn some lessons from the Skadate Support Service.