We're currently building a small e-commerce product that involves recurrenct billing (think of domain registration).
As the 'tech guy' I don't want to set up a full blown ticketing system at this time before we even know the product is accepted by the market. As we consider google apps (free) for our corporate mail services we consider the commercial version to get the google groups services, too.
My plan is to handle email@example.com requests via a group and everyone of the team is able to respond and see the responds made by other team members. Afaik this is not possible in the free version of google apps.
(If everything goes really well, we might consider zendesk or another crm/cs solution, but it's too big for the early stage)
What do you think?