I hate Google. I do not use Google - I block it.
Support via the ticket-system alone is probably not what the ticket system was made for.
PSE either find a way to create a real newsgroup in stead of the google-based usenet-rip-off or consider creating an ordinary mailing-list. Or find some forum-host or something.., but allow the people to reach you.
YAD liberates, Google does not.
https://groups.google.com/forum/#!forum/yad-common