To be frank, most use our forums or wiki to get help for Manjaro. The bug-tracker was used, but not by our developers. Most they are using Github Issues. Since Github is using it per repository common users don’t use it at all.
If you use Manjaro-Tools, which is a development tool for our staff to create ISOs it is ok. Most users don’t even do that. We have a closed staff section were we communicate internally on how we do our next steps with Manjaro. There we discuss also Application issues within our team.
Having now the HelpDesk is an additional option for our Users/Customers to get in touch with us. We have a Twitter Channel you can use to either ask simple questions or mention us. Most people don’t get feedback. With the HelpDesk it gets now channelled and if someone has time we reply even.
Sometimes you have private issues you won’t want to share with the rest of the world. Therefore the HelpDesk is good for. If you write an Email or Feedback it also lands on the same system now. This makes it easier for us to get all questions at one place. So you don’t have to use Twitter or check your mails. All is sorted in the tool. You simply reply and the tool sends out the message to you on the same channel it came in.
If you want to develop stuff you may join the team and you will have automatically more access to our tools and internal forums. I’ve to think if an additional bug-tracker makes even sense. This we may discuss also internally first.
Hope this clears some up, for the new service.