Not sure what PM thought, but to me there are lots of problems and issues that can only be looked into by PM itself. And since they only have email/community support, i think it's not good enough.
Community support is good when issues people have are known and there is already a fix for that. I know there are some very active users who try their best to help, BUT payment issues, refund, plan change, account problems, network outage, etc. are all can only be taken care by PM itself. And through email it can take days for it to get resolved. Many users come here and first thing they say is that E-Mail support did not help.
So, may be have more actve staff so they can quickly reply to emails or simply add phone/chat support. Lots can be done by Twitter messages too.
Adding ticket system is not any different than email support.