do you think that you are the only team that works for free and have many users ?!
see my friend , if a group create a website they have to be responsible about their users it's way that we call some bodies Moderator !
I know that turrican and anybody else here works for free and has personal life , I understand this but users have the right to complain about their tickets and ... too .
I think it's good that you add an other moderator from your team to assist Turrican .
Good Luck
Shahryar