Colin's on the money. From the point of view of someone who uses the support site to solve players problems:

The support site allows us to monitor, merge and follow all the tickets of a user.
Some people aren't great with using the support site, so having accounts allows us to merge all the spammy issues they send us into one ticket. (The support site equivalent of people sending us emails with their issue in the subject line lol)

It's more secure than our email support ever was, with far more oversight and functionality. There's a good deal of customisation too- we can easily assign tickets to different server managers or departments without having to find the right emails ect and easily set up auto responses (Not that iera uses auto responses).

Before the support site, iEra used to send all solved issues to the "archive" folder in the gmail account, it was a mess. a terrible terrible mess of half solved issues where people don't reply to us or just end up abusing us lmao.
With the support site, we can delegate them further into "closed" tickets, "resolved" tickets ect. depending on the issue, and it's a much cleaner interface.

From an actual game security standpoint this is much safer. People used to go around telling people fake support emails and getting their accounts scammed (yes i know people should know better, but on android the game is rated at like 9+ - kids can be dumb). With an official support site, it's not such a big issue in my opinion.

It's good. use the support site It's far and away much better than our old email system.