Did you evaluate other ticketing packages before developing Nodephone? It looks really slick and the Twilio integration is a great idea.
At the moment, we still use Desk.com for our emails. Here, we were looking for a simple system for tagging our phone calls, but one which could be tightly integrated with our internal services and metrics. We found that the best way to do this was to build our on.
Twilio has been great, offering a huge amount of flexibility to build this how we want to.