The iDelegate help desk exists primarily to support iDelegate administrators and provide them with a direct link back to the development team.
Running the app daily will likely throw up some questions or errors that need to be resolved quickly. Sure, we can use email for this but having a dedicated system to keep track of tickets and store all issue related information in one place beats a bunch of emails every time.
Similarly, feature requests can be analysed and prioritised with greater ease if they all come through the same door.