I know Drupal is not the best or simplest thing for doing this out there. It's not even that good in terms of performance. But it's flexible and extremely fast when it comes to development time. Deskulu was not supposed to be scalable (it's not going to be Zendesk). I built the first version this over a weekend to handle our own tickets and then it's just been doing bug fixes/updates every now and then. It would've been impossible to do it in such short time with anything else (at least for me), and it's saved us hundreds of dollars over the past months. I'd call that a win.