I was always an advocate of the detailed support replies in an email/ticket – the more information you provide to your clients, the more they’ll learn about your product. Plus, it’s an email/ticket reply (it’s not live chat where you have to be extra quick!) and you can always take your time and emphasize the most important part of your reply first, which solves the clients’ problem, and then you can include any extra information and details that might assist the client further.
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