Please clarify the nomenclature

> In the install.txt and mail.txt files you describe users and clients but it is confusing as to who is creating
> a ticket and who is responding to the ticket, who a support client is (i.e. is it the end user or the helpdesk
> staff member).

Clients are the people to whom you are providing support. You can set up any number of clients, though it sounds like in your configuration you only need to set up one client.

Users are simply people using your website -- they can be clients, they can be administrators, they can be anonymous, etc.

You will want to review #5 in INSTALL.txt to better understand how to configure the module.

> Do users who need to submit a ticket have to log on to our Drupal site or can they email a generic
> address?

If you want to integrate the module with email, review the MAIL.txt module. It supports ticket creation from email if properly configured.

> If we have 200 users who potentially need help, don't we have to setup 200 clients?

Not necessarily. You can create one client called 'email' or whatever, and then create a role with 'access email tickets', while NOT giving them 'view other users tickets'.

I really recommend you read #5 from INSTALL.txt.

> - Is it possible to hide the link to My Tickets for users who will never be assigned tickets?

Sure, use Drupal's menu module to disable that menu item the same as you can do with any menu item.

> - Is it possible to prevent a user from editing a ticket if it has been closed?

Nothing automatic. You could disable comments on the node when you close it. Feel free to open a separate feature request if you'd like to make this automatic.

> - The definition of a 'client' is still ambiguous to me. Users may be further confused by "Client: -> "
> when status is changed.

Sure. It makes perfect sense in my use case, but perhaps not in yours. Drupal provides many mechanisms for changing the name of text.

> - Creating tickets via "Create content > Support ticket" will not be intuitive to users who don't
> generally edit the site but I guess a link to .../node/add/support-ticket will take of that

They can also create a ticket by going to the ticket listing for the appropriate "client" and clicking 'post new support ticket' at the top of the listing. You can also use the menu module to move that menu item to a more appropriate place for your workflow.

Improved documentation would be _greatly_ appreciated. :)