I'm trying to find a suitable IT help desk internet based solution. I've spent a few hours looking at many and reviewed some discussions already on experts exchange. If someone has any ideas of existing solutions available please let me know. This is what I'm looking for:
Web Based - ticket / support system
which lets me create a wizard type of ticketing system so we can prompt users for more information at the time the ticket is been submitted depending on the options they have a selected. Similar to selecting what department or category the ticket is for, we may want to ask them for ID of their PC, what version of software or hardware they are using depending on how they have answered some previous questions.
Although its not necessary it would also be nice if it:
1) integrated with active directory for user authenticaion
2) provided a method of forwarding the case by email to software vendors with the ticket information and also have the ability to receive information from software vendors and add them to the ticket by email... Cases would only be forwarded if the previous ticket submission questions led us to beleive that this case needed to be forwarded.
3) An integrated knowledge base that might suggest answers while the ticket is been submitted.