How about creating a support template for users to fill out when they ask for support? It might be more helpful for troubleshooting. Something like this:
Q01: Product Name you are having trouble with: (eg; GSX, Dallas FSX or Dallas FS9, Cloud 9 Orlando, etc.)
Q02: Is your product: [ ]registered , [ ]unregistered , [ ]pirated
Q03: What is your OS? [ ]Win8 , [ ]Win7 , [ ]WinXP
Q04: Do you have FSX Service pack 2 installed? [ ]Yes , [ ]No , [ ]I Don't Know
Q05: Are you running antivirus software? [ ] Yes , [ ] No , [ ]I Don't Know
Q06: Do you have BOTH the Addon Manager and the Couatl product menus? [ ] Yes , [ ] No, [ ] I Don't Know
Q07: Are you receiving error messages? If yes, please describe the error message [ ]
Q08: Describe the issue you are having: [ ]
Just a suggestion...