Using a help desk system will increase your customers satisfaction
and they will continue to do business with you. They know they can
raise a ticket and get a reply, email deliverability is unreliable and the
last thing you need is for one of your customers to be “getting mad”
because you haven’t replied to an email you haven’t received.

A help desk system will add value to your business; your customers
will appreciate the fact that you have a help system in place and that
you are serious about customer support.