That's fine as long as you spend the time and actually read the whole message first. I've emailed so many companies which send me a fully canned response copied from their help section, but even worse they base that response on the first line of my message! Talk about frustrating, especially when you've waited x hours/days for that response.
If you get so many emails you're not taking enough care, it's probably time to hire somebody to do support...
Not while you're growing. FAQs, knowledge base and a ticket system should be in place in any software shop. But while you're still hungry, all these support resources stay behind the fence, and used by you and your support staff. Users get friendly, personalized emails or even phone calls, even if the body of that email text (or the phone script) has to come out of a SQL database.
