Just looked at you support suite. Very impressive indeed.
Here is the link to the knowledgebase / FAQ which is on the website of websiteCM.
http://www.websitecm.com/support/index.php?_m=knowledgebase&_a=view
Also heard that some guys are releasing OSTicket V2.0 soon. Less futures then Kayako, but OSTicket is free.
So if you only need the standard features osticket will do fine I guess.