I don't believe you have added the ability to create tickets via email, that is essential. Consumers hate traditional ticket systems, they want to use email, and to be able to reply to "tickets" via email. HelpScout does this well by making it email first. I strongly suggest for it to be truly "Really Simple" email based ticketing is essential.

Edit:

And a quick FYI, your support link on the bottom of your other site (https://songbox.com, nice domain!) doesn't work, you have missed off the ".com", assume it should be: https://reallysimplesupport.com/songbox