[TriLUG] phone tracking or trouble ticket software/webmail

[Matt Pusateri]

Hello Triluggers,

I'm looking for suggestions to either a phone call tracking or trouble
ticket tracking software.  We run a small call center and need to
provide our customer service reps with a way to track open items and
or follow up calls.  What I am looking for is something that will work
in a shared environment, so other CSR's or managers can see open items
as well.  I am probably looking for a web based application.  I am
thinking about deploying Squirrelmail as the web client, and posted
several weeks ago about groupware products.  I was hoping to find
something that could do everything (mail/trouble tickets) I found
e-groupware, which seems to the trouble ticket part I want, along with
shared calanders(which is less of a requirement).  But e-groupware's
email functions are poor or at least appear so from the online demo. 
Opengroupware does mail better, but lacks the trouble ticket feature
set that e-groupware has.

So I am thinking of deploying webmail and trouble tickets systems
separately.  If anyone has any suggestions of software being used in
production I would appreciate it.

Matt Pusateri