Here's a quick rundown of which area is used for what:
Tickets - used to submit Questions, Problems or Tasks. (Note that Tasks are mostly for our internal use, once we have determined something needs to be done.) When submitting tickets you'll typically be sending us Questions or Problems (aka bug reports). We'll adjust them to become Tasks if necessary. Learn best practices for ticket submission.
Solutions - this is our knowledge base, where we'll be storing all of our documentation on how to do All Things Digital Deployment: articles about the standard model, the SLA (formerly L2) program, best practices for getting support (articles like this!), etc.
Forums - our community forum is where we'll be discussing potential new features. This is a big change from the past, when we've talked about future development in individual Basecamp projects with one or two clients at a time. Now we'll be hashing out new ideas in an open community forum so that all clients have a chance to chime in and help us determine the best approach when taking on new feature requests.
If you have any questions about our new system please submit a "Question" type ticket and we'll get back to you!