My choice would be using ticket. Unless there are some magical feature that our email can conjure later in the future, better stick with ticket. Its easier to manage, and good for you when you are trying to build up your own knowledge base template later.

While ticketing is nice, this doesn't mean that you should stop using email. Email is fine and some customer do prefer email over ticketing. There are some good tools out there that auto generate ticketing for any new email that reach your support/admin/etc mailbox. If you can use this wisely then you had save some of your precious time distinguishing between email, complaint and spam :p.