I've been filing a number of bug reports on the Homecoming system, and while I understand that you guys want to be professional as possible, one of the things I disliked the most about official paid support was the 'canned responses' that you'd get, with agents copying a certain line every time in their responses.
Is there a reason this has to be done, i.e. volume of tickets, consistency of replies? If there is, I can probably understand and get used to it. If there's no particular reason and you guys are just doing what other support teams do, well, it would make me feel like the team's paying more attention if their ticket responses were a little more... human.