That is the reason why we switched... Too much good information hidden, and too many people asking the same question in both places and causing us to double our efforts. We actually still have and use the ticket system when it is needed. We just filter everything through the forums so that as much is made public as possible.
The traditional support is not "discontinued" it's entry point has just been changed. The full incident system will still be used when our support team determines it would be beneficial.