Very happy about this completion since it was a fairly big project. We now have a proper help desk system and knowledge base. You will notice clicking "contact us" takes you to the new helpdesk where you can raise a support ticket (you can choose to login with your apug credentials and track your tickets progress or not).
Also, every section of apug on the new navigation menu has a "Using this Area" link in the menu which links to the knowledge base part of the system. Where things get good... if someone raises a support ticket, I can respond to them with an answer and at the same time add it to our knowledge base. If 5 more people that week attempt to log a ticket for the same issue they'll get an automatic solution recommendation and most likely not need to raise a ticket after that. Over the next several weeks I'll be filling the knowledge base with tutorials on all aspects of using apug and more. Eventually this should start to cut down on member support work and allow me to focus more on site content. It should also be a massive help to new members learning the apug system.