Open Ticket Request System - OTRS

http://www.otrs.org

OTRS is an Open source Ticket Request System  (also well known as trouble ticket system ) with many features to manage customer telephone calls and e-mails.  The system is built to allow your support, sales, pre-sales, billing, internal IT,  helpdesk, etc. department to react quickly to inbound inquiries. 

Features
Web-Interface: 
Agent web interface for viewing and working on all customer requests 
Admin web interface for changing system things 
Customer web interface for viewing and sending infos to the agents 
Webinterface with themes support 
Multi language support (Brazilian Portuguese, Bulgarian, Dutch, English, Finnish, French, German, Italian, Russian and Spanish) 
customize the output templates (dtl) release independently 
Webinterface with attachment support 
easy and logical to use 

Email-Interface: 
MIME support (attachments) 
dispatching of incoming email via email addess or x-header 
autoresponders for customers by incoming emails (per queue) 
email-notification to the agent by new tickets, follow ups or lock timeouts 

Ticket: 
custom queue view and queue view of all requests 
Ticket locking 
Ticket replies (standard responses) 
Ticket autoresponders per queue 
Ticket history, evolution of ticket status and actions taken on ticket 
abaility to add notes (with different note types) to a ticket 
Ticket zoom feature 
Tickets can be bounced or forwarded to other email addresses 
Ticket can be moved to a different queue (this is helpful if emails are for a specific subject) 
Ticket priority 
Ticket time accounting 
Ticket print view 
Ticket pending feature 
content fulltext search 

System: 
ASP (activ service providing) support 
TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#' 
Ticket number format free setable 
central database, support of different SQL databases (e. g. MySQL, PostgeSQL, ...) 
user authentication agains database or ldap directory 
creation and configuration of user accounts, and groups 
creation of standard responses 
creation of sub queue 
signature configuration per queue 
salutation configuration per queue 
email-notification of administrators 
email-notification sent to problem reporter (by create, locked, deleted,        moved and closed) 
submitting update-info (via email or webinterface) 
deadlines for trouble tickets 
different levels of permissions/access-rights 
easy to develope you own addon's (OTRS API) 
easy to write different frontends (e. g. X11, console, ...) 
a fast and usefull application