We check the help desk daily. We read every ticket that comes in, but unfortunately don't have the capacity to respond to every ticket. For context, our team is 6 people and we get hundreds of support tickets a month. We have premium subscribers who pay for our time to ensure that they get timely responses (i.e., if they rely on it for their work) but for the free offering, we can only offer our best effort. That doesn't mean we ignore the tickets though. We study them to understand: how big an issue is this? how urgent an issue is this? is a bigger fix needed or is this a one-off? Our development priorities are informed by answers to these questions? We also host weekly office hours for anyone to show up and discuss their questions, issues, etc.: Office Hours – OpenAlex