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Provide different levels of service according to customer type

I'm looking for a user community tool. We have a SaaS solution which has a free and a paid plan and are expecting high volumes for the free plan. We want to encourage a user forum so people self-serve and we can keep operational costs down. 

We anticipate a point where free users won't receive one to one support. For those we wouldn't want the submit a request option to be available but we might for paying users. 

Can we customize these options per user?

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This feature is not present in Helprace as of yet, unfortunately. I'm converting this question into an idea, so anyone can vote and suggest their solutions.

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Thanks for your response. Can you simply disable the option for everyone so we could manage direct support queries elsewhere?

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Sure! You can turn off the "Enable This Channel" option on the Settings > TICKETS > Settings page in the Admin Panel. This will remove the ticket submission option from the user portal, but they can still send emails to your support address and they will be converted to tickets.

If you'd prefer to remove the Tickets module altogether, uninstall the Ticket app on the Settings > GENERAL > Apps page in the Admin Panel.

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