I support your idea. This is a decent start to a good ticket tracking system, but not quite there yet.
I need a support ticket system only for logged in users (not anonymous visitors). Here is a list of features I'd need to make this system usable:
a) Shortcode [support form="name"], rather than magic page augmentation. (This way, I can add logic around the shortcode.)
b) Only for logged-in users. If feature (a) above is implemented, I can add logic around the shortcode to determine if they're logged in.
c) Do not require first/last name (my site does not collect this at registration). I only want username.
d) Do not allow logged-in user to edit the form user/email.
e) Logged-in user should be able to retrieve their support history without having to keep accesskey URLs. I'd want a separate shortcode for inserting the current user's support history.
f) Secret accesskey is insufficient protection. Anyone who gets the accesskey can add comments to the ticket, and the ticket system attributes it to the original user with no way of knowing otherwise. This is very weak access control. The ticket system should handle access to ticket history based on logged-in user.
g) Specify the email to which notification is sent (so I can direct it to email@example.com rather than the default site's admin address).
I'm a developer, but don't really have time to bring this plugin up to speed. Is anyone (including the author) willing to pick up the gauntlet on this task? This could become a very useful plugin.