I feel guilty when people email me directly for support, because I always tell them to go through the designated support channels.

But this isn't to be a jerk. I want them to have more than just me involved, as that benefits them to get questions answered faster and with more viewpoints.

Additionally, anything that's private and in my email can't be searched and help somebody else down the road if they have the same question.

But it always comes off sounding like I just don't want to help them.