call for software

I need a some good ticket management software to help me keep track of the crap I deal with on a daily basis. I’ve looked at several groupware applications and was using dotProject for a bit with an add-on module for help desk related items, but it’s just not at all an elegant long-term solution. Their UI is horrendous and there are no real reporting/history capabilities so that people higher up the chain of management can monitor the kind of stuff I’m dealing with down in the trenches.

I’ve also used Alex King’s Tasks, and it worked pretty darn good, but I wanted something a little more geared towards IT people. I feel like I’m in the same boat as Owen and he has had some fantastic thoughts recently about exactly what this app should be. One thing he noted in a reply to a comment was how some of these groupware offerings are pretty good with all the different modules loaded, but the lack of unification between them was pretty pitiful.

Here are my wants/needs, so if you know of a solution, PLEASE let me know:

  • Help Desk/Ticketing system – needs to allow submissions from an external/public form. I’ve used PerlDesk through one of my hosting providers and think that it’s pretty nice, but not free, and not worth the price just for how we would be using it.
  • Contact Management – Currently using pen & paper or the Thunderbird Address Book
  • CMS – currently using lucidCMS and it’s excellent for our company intranet, but if it was unified with the rest of the systems, that would be incredible.
  • Wiki – Currently using MediaWiki which is OK, but a real pain to administer, IMHO.

Our company has multiple branches, so having a place to enter them (as a company under Contact Management would be just fine) and then issuing help desk tickets assigned to that company is crucial.

If anyone has any ideas – please do share. And no, I don’t expect it to be free, but it shouldn’t be a million dollars either.