Looking for online customer relations tool

Hi all

I am looking for an open source/customised solution that will allow me to support customers requests.

Something like a ticketing system but with a bit more back end management. Ideally the customer would email in their request, and we would process their request based on what they are looking for.

This is something similar to timesvr.com but looking for my own version. Is there any over the counter scripts out there that would allow the work flow requests travel through to the right dept almg with adequate update support from my staff to properly update the customer?

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One program that i use is zoho.com. It has bunch of free tools that you can use you may want to try it.

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