Looking for advice on help desk software

We have 115 users 10 locations 22 servers on our last audit they suggested that we put helpdesk software in place to track IT projects and tickets. I have only used one product in the past and that was developed internally at the last company I worked for. Any advice on good help desk software would be appreciated.

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Scott Fell, EE MVEDeveloper & EE ModeratorCommented:
I have been using smartertrack for myself for a long time.  http://www.smartertools.com/smartertrack/help-desk-software.aspx  Prior to moving to google apps, I also used to use smartermail and smarter stats is a very nice web stats package.

There is a free trial.  The only downside, is the knowledge base has never been that great.  I have used other large sites that use smartertrack and never had much luck with the knowledge base but that is probably based more on the people setting it up.

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bankadminAuthor Commented:
Does this software have the ability to allow end users to create cases?

What Im thinking it would be nice to create a citrix shared app for the software and give the end users the ability to log cases.
Scott Fell, EE MVEDeveloper & EE ModeratorCommented:
That is the main way I use it.  I have it set to accept a special email address and all incoming emails to that address get converted to a ticket.   A user can also go to a portal, log in and create a ticket that way to but I typically don't use it like that.    You can also initiate from live chat or mobile.  

It runs on mssql or mysql http://help.smartertools.com/SmarterTrack/v9/ and the default is it's own mini webserver but can be installed on iis

There are a lot of api's http://portal.smartertools.com/services2/ you can use to make it more of our own.  I primarily work on custom crm and public sites.  When people email me to my support address, a ticket is created and I work off of that. I have custom fields to track my time and rate and from there can publish to billing.

I don't use it to the full extent. I think you can even hook up a voip line.
bankadminAuthor Commented:
THanks for the input
Bharathi PriyaAnalystCommented:
I suggest you to try ServiceDesk Plus.

You can have a help desk with asset management for unlimited number of users
You can track all your locations as sites and manage it from single installation of the ServiceDesk Plus application
And you also have integrated project management with helpdesk

I think all your requirements can be satisfied. Just have a look at this software!
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