This little ticket support system rocks.
It would be interesting to have au supporter option in it to "prioritise" the tickets, something that could mention "supporter ticket" and put it on top of list.
Mails support is not really good, since only one person can catch the mails.
Moreover, I noticed the support system is in Superadmin menu.
That would be quite necessary to have, as in moderation plugin, the possibility to add any user as support staff member even if he is not admin.