Well , for me I like Kayako a lot. If there is a problem with the setup, do send them a support ticket. For me, I save the hassles of setup by hiring an expert to do it. Using it was a breeze and helped saved our time and efforts a lot.
Kayako's Support Suite and it's other pieces are great pieces of software if you read the instructions properly (I admit I did not originally). A simple support ticket with them and they can easily resolve such issues.
Honestly any support ticket system you're going to need to pipe the mail unless you don't want the users to be able to email the system then in which case kayako can also go that way as well.
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