Yeah, this is more of a "fixing problems" thing.
For now, tech support is via two people, both of whom own and use a lot of Schiit gear, so they absolutely, ah, "Know their Schiit." (However, please note that they still aren't going to be baited into answering subjective questions--other than their own opinions--or answering really bizarre questions--like the one we got yesterday about the Saga output jack metallurgy). Both of them have other duties, and neither are overloaded, as we're typically looking at 75-100 emails per day. What adds complexity though, is that we also have two other people on the orders and returns side of things, and sometimes all 4 need to coordinate.
Our previous "management" system for answering inquiries was beyond laughable--as in, no management, so we had an increasing number of incidents where nobody knew who was on first, and things were dropped. A helpdesk allows us to immediately eliminate all of these collisions and (potential) missed emails or miscommunications.
Now, of course, a helpdesk can do lots and lots of other things, but that's not what we're looking at the system for. It's just a management and visibility tool.