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    <p>I've looked into this quite a bit, and here are some of the best options I found. For reference, my choice was HelpSpot for the overall, but SupportTrio has an excellent offering, and there's a completely free version (limited number of users). </p> <h3>Free Software</h3> <p><a href="http://activecampaign.com/supporttrio/" rel="noreferrer">SupportTrio</a> (free or paid versions available)</p> <ul> <li><a href="http://activecampaign.com/supporttrio/demo.php" rel="noreferrer">Demo here</a></li> <li>Nice web interface</li> <li>Knowledgebase included</li> <li>direct email to email communication, decent interface, free version available</li> <li>Nice reports available if management reports are desired (see demo)</li> <li>Couple things I didn't like in the interface, e.g. no way to expand all ticket correspondence to read all which can be frustrating.</li> <li>Encoded PHP pages; can't be modified to include or change features if desired</li> <li>Support seems decent enough, with regular releases (check out their forum and you can see the posted releases), but they release updates as individual files that need to be replaced, which isn't optimal.</li> </ul> <p><a href="http://bestpractical.com/rt" rel="noreferrer">Request Tracker</a> (a.k.a. RT)</p> <ul> <li>Long standing history as a solid open source project</li> <li>Lots of features and flexibility, doubly so since the source is open. Comprehensive API provides opportunities to modify and extend. </li> <li>Direct mail communication and ticket handling can be a major plus for small orgs.</li> <li>Available as packages for most Linux distributions</li> <li>Documentation is ranges from mediocre to very poor for certain topics, can be difficult to decipher</li> <li>Web interface not very attractive compared to other options, and does not take advantage of dynamic javascript etc. for a smoother webapp experience.</li> </ul> <h3>Paid Software</h3> <p><a href="http://www.userscape.com/products/helpspot/" rel="noreferrer">HelpSpot</a></p> <ul> <li>Solid feature set, all in one nice package with good support</li> <li>email communication available</li> <li>Simple web interface, as uncluttered as possible while still maintaining features</li> <li>good reporting tools</li> <li>flexible interface and filters</li> <li>API available for extending and integrating with other systems</li> <li>"Knowledge books" documentation built-in</li> <li>dynamic web interface with good usage of javascript to make it smoother to use </li> <li>encoded pages prevent updating or modifying pages yourself</li> </ul> <p><a href="http://www.kayako.com/solutions/esupport/" rel="noreferrer">Kayako eSupport</a></p> <ul> <li><a href="http://kayako.com/esupport.php?page=onlinedemo" rel="noreferrer">Demo here</a></li> <li>Very slick interface</li> <li>lots of features, very extensive </li> <li>Windows mobile version, live chat, other similar tools available</li> <li>Uses forum style for posts/replies, which is a pro or con based on your preference ;)</li> <li>pages are encoded to prevent updating/modifying yourself</li> <li>support for this product is reported as being very poor, including users who did not even receive a license after paying for the product - this was enough for us to stay clear of this product. </li> </ul> <p>Hope that helps!</p>
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    1. COfyi: the link to Kayako eSupport points to request tracker instead
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    2. COHrm, thanks...not sure what happened but the links were all out of whack. Fixed now.
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    3. COThere doesn't seem to be a Free version of SupportTrio anymore, just a 30-day evaluation.
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