Long answer: I am a moderator for the Stonehearth Discourse. The forum is the primary community site for a game in active development. The Discourse serves a number of roles, including suggestions, gameplay discussion, announcements, etc., but is also the primary support site for the game. Most support requests are bug reports, but we do get a number of non-bug related requests, including crash reports, purchase issues, and a few other topics. 95% of the reports are handled in a public thread, many times with help from the community. In rare cases, usually billing related but sometimes in other cases, the discussion may be taken “offline”, as we refer to it, and discussed via PM.
Your support staff: How many people are answering mails?
Slight digression here, since you’re asking about Discourse co-existing with other helpdesk solutions, but: If you’re looking at ~10 mails (new exchanges, not replies) a day and 2-3 people checking in part-time, you’d be perfectly well off with Discourse’s inbuilt support features. I’ve managed a couple different helpdesks, and at moderate traffic volumes they’re all completely interchangeable; it’s just a shared inbox.