There are commercial systems out there which have a whole lot of features that most support staff seldom uses. osTicket, eTicket and Open source Ticket Request System (OTRS) are three good ways to start your support operations and then (maybe) if your needs are not being met, you might think about changing it. Notice since it is open source you might easily be able to customize it to meet your needs.
RT: Request Tracker is a issue tracking, as a webapplication, system which thousands of organizations use for bug tracking. The full, enterprise-ready version of RT is always available at absolutely no cost under an open source license. Not only can you use RT on the web, but you can interact with RT via email too. You’ll get email about changes from RT, and you can reply right from your inbox. For the more technically minded, RT provides a REST API and even a command-line client to talk to RT from other programs and integrate with other systems. Connections to ArcSight, Nagios, Journyx, MediaWiki, Subversion and more already exist.
osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email and web-based forms into a simple easy to use multi-user web interface. Easily manage, organize and archive all your support requests and responses in one place while providing your clients with accountability and responsiveness they deserve.
OTRS is an Open source Ticket Request System with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries.
eTicket is a PHP-based electronic support ticket system that can receive tickets via email (pop3/pipe) or a web form. It also offers a ticket manager with many features. An ideal, easy to use and install helpdesk solution for any website.
Trellis Desk is a powerful and robust help desk solution. Features:
- Ticket departments
- Canned ticket replies
- Ticket escalation
- Ticket priority levels
- Group permissions
- Ticket attachments
- Built-in knowledgebase
- Email piping and notifications