Kayako

This is an affordable ticket system that provides you with a variety of deployment options that puts the power in your hands. It can be used on a website or it can be left with the cloud system, which increases the range of your options. You may think that going with the cloud option would slow things down, but there was no performance loss or outage at all. There are a lot of configuration options that you have to go through beforehand before its fully deployed, but once they're all set up, you won't have to worry about them ever again.

If you're having problems, going to the help desk is a bit dicey. You'll have a hard time trying to figure out the site admin's explanations. Sending in reports is another option, they must be submitted using their own language, and that can be a little confusing. If they developed a simple reporting UI, it would make troubleshooting a lot better. Creating an automated mailer account also took some difficulty, and required some assistance to create them. This seems to take away some of the control from the users themselves.

Despite these shortcomings, Kayako does boast a large set of configuration options so that you can have the software working to your benefit. It may take a long time to get through it all, but once it's all set up, you'll never have to worry about it ever again. They could reduce these options to simpler tool options, but they're still highly functional. Providing these multiple interfaces to users seems to be a service that is only provided by Kayako.