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Recommendations for a web based trouble ticketing system

We've been using helpdeskconnect.com for our trouble ticketing system.  It is cheap, and so far has worked pretty well, although it isn't the greatest for reporting.  It is a hosted version of the open-source/free system called Trouble Ticket Express.  

The problem is that we have missing tickets in the system, and last month I was at 51 hours after two weeks, and now it shows 34 hours.  We bill between $85-100/hr for these tickets, so this is not good.  Their support people have not been as responsive as we had hoped, and I'm using this system for another business as well, which makes me nervous.

What are some more robust systems that are professional grade out there that you would recommend?  Our system needs to track time worked by technicians for each ticket, and the ability to run reports for each company for invoicing, and each technician for compensation.  Oh yeah, it has to be ACCURATE all of the time.  It should be web based, so our customers can open their own tickets, and would ideally have the ability for us to customize it a little to be branded with our logos and such.

Cost is a factor (this is for two home-based consultants), but it is more important that it works.  We could host it ourselves, if necessary.

Thanks in advance for your recommendations!
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dempsedm
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dempsedm
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Forrest BurrisCommented:
Microsoft Sharepoint contains a generic help desk module that you can install and "heavily" customize. It's quick, reliable, and like I said, allows tons of customizations. The cost is only upfront for the SP Server software itself. I have developed (with little to no coding), a vast ticketing system that currently runs our entire network consulting business. Everyone in the office uses it. They can log their time, put in billing, update ticket status, among a ton of other options. If you want to take a few weeks to get it completely tweaked the way you would want it, this would be a surefire way to use a strong purely web based ticketing system. Anyone even short of technically talented can figure out how to work the system and tweak it to your liking.
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vs1784Commented:
User SmarterTicket

http://www.smartertools.com/Products/SmarterTicket/Overview.aspx

Its cheap and good.

Hope this helps.

Thanks
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RDAdamsCommented:
freeware I use spiceworks www.spiceworks.com

It also does inventory for hardware and software.  Can be setup for compliance also.
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RDAdamsCommented:
Sorry I didn't read the part on using it for billing services also.  I will take another look at what else may be suitable.
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lunadlCommented:
Is Bugzilla too old?? its free and open source.. so you can extend it yourself
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dempsedmAuthor Commented:
Update:  I'm going to test drive SmarterTicket and will keep you posted.
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dempsedmAuthor Commented:
Still haven't had a chance to test, but this is what I am leaning towards.  Please bear with me, I got really busy, lots of consulting hours!
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Forrest BurrisCommented:
Good morning. This question has yet to be answered. If the previous comments helped you answer your question, please help us clean up the boards by awarding the proper points and closing out the question. If your question is still unanswered, please follow up so that we can better assist you. Thank you!
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dempsedmAuthor Commented:
Hello, none of these programs were really meeting my needs.  I am testing out Autotask GO right now, and I like the idea of being able to have a customer portal site where they can check their company-wide tickets, and view invoices, etc.  It also integrates with managed services platforms that I hope to be using soon.
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dempsedmAuthor Commented:
Thanks, I'm sharing points for your suggestions.
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