I work with customer support managers and directors on a daily basis at Answerbase. I have found that the more transparent you can be with your customers the better. It's also important to find multiple ways to meet your customer information needs. Having a ticketing system isn't enough any more, and a ticketing system shouldn't be the only means of customer support. Having a space online for customers to ask questions, receive quality answers, and browse relevant content and articles is great way to continually meet your customers information demands and needs. You can start with a controlled "community" and then, when it makes sense to do so, up it up to select customers, product evangelists, and other SME's to contribute as well. Not only does this add transparency, but will heavily reduce incoming inquiries so you can save time and resources.