I like Kayako a lot. People email in, nicely organized and answer emailed out. Priority levels, departments/sections plus it helps you build a searchable knowledgebase.
Beaing a one man show, you can grow to a certain size, but then single handed operations come to a point where it just needs to be more structured. Especially since you include support in the MB script, I think people would be happy with tickets. And besides, Kayako will take emails, create tickets out of them, you answer in Kayako and the script emails out. So the customer still see "email support".
Try it, you might like it!
