Ticket System [OT]

[Patrick M]

Way back in 2002 someone asked about a Ticket system. I am trying to 
evaluate some for my use. It will be for system problems, and customer 
complaints. We have 400 clients that interact with us almost entirely 
via the phone. I have created a short list version 1 of worthy possible 
candidates. Most likely candidates are at the top

Any opinions?
Does anyone locally use one?
I am mostly going to be using it internally with my agents passing data 
from a link on the computerized phone system?
So I would like to pass the login information.
The agents won't be solving problems, but I would like a template of 
questions rather than just free flow typing the problem.
Its not really asset based. We know our clients, but a pull down menu of 
400 clients won't work

*Request Tracker-     (GPL-8.45/10--15.07)  By: Best Practical
*OTRS                      (GPL-8.74/10--7.49)
*dotProject                (BSD-8.38/10--6.16)
      whole suite of stuff good for teams and projects too
*BugIn                       (BSD-7.9/10--2.1)
*phpSupport              (Freeware-7.89/10--1.58)
*PHP Trouble Ticket (free trial-8.18/10--4.98)     They don't mention 
commercial use
*PHP Ticket .071      (GPL-8.36/10--2.03)          Last updated in 2002
*IMT                         (Proprietary-8.02/10--.41)  Costs 85 euros)
        Looks clean and easy
*BlueTail                    (GPL-not rated--1.39)        Not maintained?
-Hot Open Tickets (too basic?)
-Track+ -- Costs and may be confusing
---New ones I found Not sure what to think yet (there ratings are good, 
but more designed for computer maintance)
*Issue tracker            (GPL-8.19/10--2.53)
*IRM--                 (GPL-8.29/10--5.72)Information Resource Manager 
-- more asset based --- I.e. select a computer (client account) and 
we'll issue a ticket