Customer Service Ticketing Software
brk: Let me know what you find.  Every time I've tried to look into this I hit dead ends as well.  I ended up writing a "hack" about 6 years ago that has turned into a fairly robust system that I've used at 3 different companies now.  I would share it, but it's 2000 lines of perl with about 6 comments :)RT always seemed like a good approach: http://bestpractical.com/rt/  I had problems getting all the right perl modules together an installed last time I checked it out (5 years ago), could be better now.