I am researching inexpensive ticketing tools for a small environment, including 150 users and 5 Technical support staff members.
Here is my wish list
1. Web-Based Solution residing outside both VPNs
2. Searchable Knowledge base
3. Two separate repositories for tickets solutions/conversations. One accessible to end-users and one only visible to support staff
4. Google Apps or GMail and MS Exchange or Outlook Integration
So far the only product to meet our needs is Helpdesk Pilot (www.helpdeskpilot.com
) but I also looking at ZenDesk (www.zendesk.com
), Kayako (www.kayako.com
) and many others.