How to schedule emails out with SQL Server
First of all, are you really sure you need to reinvent the wheel? There are open source service desk software such as http://www.otrs.com/software/ 

Secondly, sending e-mail using database engine is not a good idea. Given that SQL Server box is really expensive, try to avoid spending CPU time on tasks that can be done outside of SQL Server. For example, you can send emails using your application.

But if you really want to stick with your idea, like you said, there is no better way than to create a scheduled job.