Great post by the 37sig guys on why you shouldn't be pawning off your poor decision making on your customers. HelpSpot has just a few prefs related to how to contact you and that's about it (email, sms, etc). This is actually a big problem I see in alot of help desk software. They have all kinds of user preferences which sounds like a good thing on the marketing site, but ends up being a pain when you actually use the software.