This FSB article may help you in taking the right decision: https://fitsmallbusiness.com/start-and-manage-a-helpdesk/
In my own experience, users will only create tickets and add comments to them by sending emails, so this is a mandatory requirement. We are using Wolken Software and our people are happy enough with it, due to the 100% email interaction.
We have an article that might help which discusses two of the most popular help desk software providers here: https://fitsmallbusiness.com/zendesk-vs-freshdesk/
Both Zendesk and Freshdesk are solid options that integrate with your website and allow you to offer support via email, webchat, or form submissions. We generally recommend Freshdesk as a better option if you’re just getting started.
Another free option is HubSpot CRM, which includes both sales and customer support features built into one software tool.
Hope that’s helpful!
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