JCS lists here: Lost touch with Purism staff - #7 by JCS some of the products that Purism is looking at.
Not necessarily. Not when email being blocked as spam etc. is the problem. There is no strict need to have email involved at all. It can all be web-based. However it is convenient to have email notifications when something changes with the status of the ticket, so that the customer does not have to poll the web site.